essay

WRD 202x-401 | Marta Shcherbakova | Autumn 2019

Social Media Packet

Responding to a Customer Complaint Online and

Making a Public Apology via Twitter

Overview: In this assignment you need to: 1. respond to a customer complaint found online (Yelp or Buzzillions) that addresses the product, service, or entire company of your choice; 2. make a public apology via Twitter on behalf of the company you chose in step 1. Once you choose the company, first, make sure to conduct a thorough research to know more about the reputation, policies, and other useful information, and second, carefully study the complaint itself to determine the audience, style, tone, and structure of your responses. Also, don’t forget to consider your role in the company. Knowing your company and your customer will allow you to effectively respond to the complaint AND later make an effective public apology. Background Knowledge: Chapter 2 (pp. 15-37) – “Write to Accomplish Goals” - and excerpts from Chapter 10 – “Craft Your Writing For the Interactive World”(pp. 231-239 & 254-255 ) from Business Writing Today. Other readings: “How to Say You’re Sorry: 10 CEO YouTube Apologies” by Zachary M. Seward (if the links to the apologies inside the article don’t work, please manually look up the apologies; it’s worth watching them!) and “The Art of the Airline Apology” by Scott McCartney. Both articles are available in Week 2 folder.

Learning Outcomes Transferable Skills

 Craft documents that address specific audiences

 Compose documents that use appropriate style choices for the genre (and/or rhetorical situation)

 Produce documents that use standard conventions of business genres

 Compose documents that are grammatically and mechanically sound

 Plan/ organize/ prioritize

 Resourcefulness

 Ethical reasoning and judgment

 Professionalism

 Information Technology Application

Draft #1 – due Thursday, September 9, 2019 – upload to D2l before class (make sure

your draft is accessible during the class)

Draft #2 – due Sunday, September 22, midnight (upload to D2l)

*** See the rubric on the next page

WRD 202x-401 | Marta Shcherbakova | Autumn 2019

Grading Rubric

Criteria Excellent Good Inconsistent Below Average Poor

Clarity 10 points 8 points 6 points 4 points 2 points /10

Conciseness 10 points 8 points 6 points 4 points 2 points /10

Comprehensiveness 10 points 8 points 6 points 4 points 2 points /10

Honesty/Accuracy 5 points 4 points 3 points 2 points 1 point /5

Document Specific Concerns 5 points 4 points 3 points 2 points 1 point /5

Rhetorical Awareness 10 points 8 points 6 points 4 points 2 points /10

Total /50