Written Communication: Writing an Email
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cf_Six_Ws_Worksheet_for_Assignment_2.docx
Active Listening: The Six Ws
Review your assessment of your manager's voicemail. Then consider what, how, and why you need to communicate to the customer, making notes of six Ws in the boxes below.
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Who are you writing to?
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What is the problem?
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What are your responsibilities to solve the problem? What responsibilities do others in your organization have?
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When will the problem be corrected?
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How will the problem be addressed? What are the steps involved?
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Why are you sending the customer a message?
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In addition, consider the following:
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How do you think your customer is feeling?
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Why do you think your customer is feeling that way?
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What are you trying to accomplish in the email you are sending? In other words, what is your purpose for writing?
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