Read this before you start

1 Read the case or document without worrying about details. Get the main idea of it.
2. Re read the item noting items that should be in the document you write.
3. Re read the item looking for concepts that need to be avoided or rephrased to “work” for your document. (Note: avoid avoidance. Really try to rework negatives, weaknesses, or wordiness before 留學生商務信函樣本實例simply avoiding or deleting. These items are often included to get you to re-phrase in relation to strategies and advice in the text. They are often problems that you need to turn into assets)
4. Begin drafting your original document or revising the one provided using the advice and checklists from the text for this type of document. Do not be afraid of using exact words from the case or scenario in your document if they are the ones to use. (this will occur more for cases than for revision of existing documents 1 and 4)
5. Create letterhead (if needed) and contact details for both sender and receiver.

1. Letter - Document 8.C: p. 238. Routine Message

Message 8.C: Responding to Claims and Adjustment Requests
When the Customer Is at Fault

We read your letter requesting your deposit refund. We couldn’t figure out why you hadn’t received it, so we talked to our maintenance engineer as you suggested. He said you had left one of the http://www.ttc-switch.com/Thesis_Tips/Proposal/doors off the hinges in your apartment in order to get large sofa through the door. He also confirmed that you had paid him $5.00 to replace the door since you had to turn in the U-Haul trailer and were in a big hurry. This entire situation really was caused by a lack of communication between our housekeeping inspector and the maintenance engineer. All we knew was that the door was off the hinges when it was inspected by Sally Tarnley. You know that our
policy states that if anything is wrong with the apartment, we keep the deposit. We had no way of knowing that George just hadn’t gotten around to replacing the door. But we have good news. We approved the deposit refund, which will be mailed to you from our home office in Teaneck, New Jersey. I’m not sure how long that will take, however. If you don’t receive the check by the end of next month, give me a call. Next time, it’s really a good idea to stay with your apartment until it’s inspected as stipulated in your lease agreement. That way, you’ll be sure to receive your refund when you expect it. Hope you have a good summer.

2. Letter – Document 20. p. 249 Positive Message
20. Impressive trainee: Letter of recommendation for a topnotch
intern.

As a project manager at Orbitz, one of the largest online travel services in the world, you’ve seen plenty of college interns in action. However, few have impressed you as much as Maxine “Max” Chenault. For one thing, she learned how to navigate the company’s content management system virtually overnight and always used it properly, whereas other interns sometimes left things in a hopeless mess. She asked lots of intelligent questions about the business. You’ve been teaching her blogging#p#分頁標題#e#
and website design principles, and she’s picked them up rapidly.Moreover, she is always on time, professional, and eager to assist. Also, she didn’t mind doing mundane tasks. On the downside, Chenault is a popular student. Early on, you often found her busy on the phone planning her many social activities when you needed her help. However, after you had a brief talk with her, this problem vanished. You’ll be sorry to see Chenault leave when she returns to school in the fall, but you’re pleased to respond when she asks you for a letter of recommendation. She’s not sure where she’ll apply for work after graduation or what career path she’ll choose, so she asks you to keep the letter fairly general.

3. Email – Document 10. p. 286. Routine Negative Message
10. Cell phone violations: E-mail message to associates at Wilkes
Artis Law Firm (Note: It is not yet against the law in the USA to talk on the phone while driving)

“Company policy states that personnel are not to conduct business using cell phones while driving,”David Finch reminds you. He’s a partner at the law firm of Wilkes Artis in Washington, D.C., where you work as his administrative assistant. You nod, waiting for him to explain. He already issued a memo about this rule last year after that 15-year-old girl was hit and killed by an attorney from another firm. Driving back from a client meeting, the attorney was distracted while talking on her cell phone. The girl’s family sued the firm and won $30 million, but that’s not the point. The point is that cell phones can cause people to be hurt, even killed. Finch explains, “Yesterday one of our associates called his secretary while driving his car. We can’t allow this. According to the National Highway Transportation Safety Administration, 20 to 30
percent of all driving accidents are related to cell phone usage. From now on, any violation of our cell phone policy will result in suspension without pay, unless the call is a genuine health or traffic emergency.”

Your task: Finch asks you to write an e-mail message to all employees announcing the new penalty for violating company policy.

4. Letter - Document 10.A p.317. Persuasive Message
Message 10.A: Writing Persuasive Claims and Requests
for Adjustment

Dear TechStar Computing:
I’m writing to you because of my disappointment with my new multimedia PC display. The display part works all right, but the audio volume is also set too high and the volume knob doesn’t turn it down. It’s driving us crazy. The volume knob doesn’t seem to be connected to anything but simply spins around. I can’t believe you would put out a product like this without testing it first. I depend on my computer to run my small business and want to know what you are going to do about it. This reminds me of every time I buy electronic equipment from what seems like any company. Something is always wrong. I thought quality was supposed to be important, but I guess not. Anyway, I need this fixed right away. Please tell me what you want me to do.#p#分頁標題#e#

5. Letter – Document 15. p. 287. Negative Message:
15. Product recall: Letter from Perrigo Company about children’s painkiller

Your company is Perrigo, the leading manufacturer of more than 900 store-brand, over-the-counter (OTC) pharmaceuticals and nutritional products. These items are found beside brand-name products such as Tylenol, Motrin, Benadryl, NyQuil, Centrum, or Ex-Lax, but they’re packaged under the name of the store that customers are shopping in. They’re priced a bit lower but offer comparable quality and effectiveness. For retailers, selling Perrigo products yields a higher profit margin than
name brands. For consumers, buying the store brands can mean significant savings.

However, your company has discovered that a batch of its cherry-flavored children’s painkiller contains up to 29 percent more acetaminophen than the label indicates—enough to cause an overdose in the young children the product is designed for.
Such overdoses can cause liver failure. As of this morning, your marketing department calculates that 6,500 4-ounce bottles of the “children’s nonaspirin elixir” (a Tylenol look-alike) are already in the hands of consumers. That leaves some 1,288 bottles still on store shelves. No one is telling you how this error happened, and it’s only been found in lot number 1AD0228. However, finding a guilty party is not so important to your job. You’re more concerned about getting the word out fast. Such errors do happen, and the best move is immediate and direct, being completely honest with retailers and the public. Full and prompt disclosure is especially crucial when
consumers’ health is involved, as it always is in your line of business. The painkiller has been sold under the Kroger label at stores in Alabama, Arkansas, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, Missouri, North Carolina, Ohio, South Carolina, Tennessee, Texas, Virginia, and West Virginia. It was sold under the Hy-Vee label in Illinois, Iowa, Kansas, Minnesota, Missouri,Nebraska, and South Dakota and under the Good Sense label at independent retail chains throughout the United States. Perrigo must notify consumers throughout the United States that they should not give the product to children but, rather, should check the lot number and, if it’s from the affected batch, return the bottle to the store they bought it from for a refund.

Your task: As Perrigo’s customer service supervisor, you must notify retailers by letter. They’ve already been told verbally, but legal requirements mandate a written notification. That’s good, because a form letter to your retail customers can also include follow-up instructions. Explain the circumstances behind the recall, and instruct stores to pull bottles from the shelves immediately for return to your company. Perrigo will, of course, reimburse the refunds provided to consumers. Questions should be directed to Perrigo at 1-800-321-0105—and it’s okay if retailers give that number to consumers. Be sure to mention all that your company is doing, and use resale information.#p#分頁標題#e#

6. Memo – Document 9. p. 323. Persuasive Message:
9. No more driving:

Telecommuting to Bachman, Trinity, and Smith Sitting in your Dallas office at the accounting firm of Bachman, Trinity, and Smith, clacking away on your computer, it seems as though you could be doing this work from your home. You haven’t spoken to any co-workers in more than two hours.As long
as you complete your work on time, does your location matter? As an entry-level accountant, you’ve participated in on location audits at major companies for nearly a year now. If your bosses trust you to work while staying at a hotel, why not let you
work from home, where you already have an office with computer, phone, and fax machine? You’d love to regain those two hours you lose commuting to and from work every day.

Your task: To support this idea, visit the website of the International
T留學生商務信函樣本實例elework Association and Council website at www. telcoa.org (be
sure to check out the “Resources” page). You’ll find statistics and
other support for a memo persuading your boss, senior partner Marjorie
Bachman, to grant you a six-month trial as a telecommuter.