Bad New Letter (Only Technical Writers)

Assignment Instructions.

GETTING STARTED: The next assignments will focus on an established non-profit organization called Engineers Without Borders. This organization’s website can be found here: http://www.ewb-usa.org/. This information will be necessary to complete this Projects.

SCENARIO: You are still working with the brochures that you produced in the previous assignment. You must take them to a printer. In the past, the printing company, Gonzales and Sons, Inc., 8852 Westheimer, Houston, TX, has printed brochures for you in the past and has produced excellent work. Because EWB is a not-for-profit organization, this printing company has for the past seven years offered to print to 1,000 brochures at a 50% reduction of normal costs as a “donation” to EWB. However, this has been a bad economic year for Gonzales and Sons, and they feel they cannot offer you the 50% discount anymore. The printing company needs to write a bad news letter to EWB telling them the organization telling them.

YOUR TASK:

·  As the accounts manager of Gonzales and Sons, write a “bad news” letter to EWB in correct business letter format. For specific information on this, review the guidelines about letters, specifically the areas about bad news and adjustments/refusals. (You can find the guidelines below this assignment instructions)

·  Tell them what you can do, though, to salvage a good business relationship.

·  Sign your name. The person signing is the accounts manager.

·  Define the purpose of the letter by deciding what you want the reader to do when he or she has finished reading the letter. Write an appropriate action statement for use in the letter.

 Because your request falls in the category of bad news, organize the letter using an indirect pattern. A good way to remember this is the “sandwich” method: start with good news, then the bad news, then end with good news.

·  Provide logical reasoning, explanations, and details when needed.

·  Cushion the bad news, perhaps suggesting a compromise.

·  Present material with concision, clarity, and fluency.

·  Tell your readers which enclosures you would send with this letter.

· Determine if anybody else would need a copy of the letter and make necessary notations if so.

FORMATTING: If you need to review the requirements for standard business-like letters, refer to the “Bad News” and “Adjustments / Refusals.” guidelines below.

GUIDELINES for Conveying Bad News*

· Don’t Procrastinate. As much as people may dislike the news, they will feel doubly offended after being kept in the day. Never just blurt it out. Set a considerate tone by prefacing your bad news with considerate terms such as I regret, We’re sorry, or Unfortunately. Instead of flatly proclaiming Your application has been denied, give recipients information they can use: Unfortunately, we are unable to offer you admission to this year’s program. This letter will explain why we made this decision and how you can reapply. Provide a context that leads into your explanation.

· Give a clear and honest explanation. Don’t make things worse by fogging or dodging the issue.

· When you need to apologize, do so immediately. Place your apology right up front. Don’t say

An error was made in calculating your construction bill. Do say we are sorry we made a mistake in calculating your construction bill. Don’t attempt to camouflage the error. Don’t offer excuses or try to shift the blame.

· Use the passive voice to avoid accusations but not to dodge responsibility.

Instead of You used the wrong bolts, say The wrong bolts were used.

· Do not use “you” to blame the reader. Instead of You did not send a deposit, say We have not received your deposit.

GUIDELINE for Adjustment Letters

Granting Adjustment

· Begin with the good news. A sincere apology helps rebuild customers’ confidence.

· Explain what went wrong and how the problem will be corrected. Without an honest explanation you leave the impression that such problems are common or beyond your control.

· Name blame employees as scapegoats. To blame someone in the firm reflects poorly on the firm itself.

· Do not promise that the problem never will recur. Mishaps are inevitable.

· End on a positive note. Focus on the solution, not the problem.

Refusing Adjustment

· Use an indirect organizational plan. Explain diplomatically and clearly why you are refusing the request. Your goal is to convince the reader that your refusal results from a thorough analysis of the situation.

· Be sure the refusal is unambiguous. Don’t create unrealistic expectations by using evasive language.

· Avoid a patronizing or accusing tone. Use the passive voice so as not to accuse the claimant, but do not hide behind the passive voice.

· Close courteously and positively. Offer an alternative or compromise, when it is feasible to do so.