Com135 Wk3 Letter Writing Techniques Checkpoint

Bad news letters begin with a buffer an opportunity

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Bad-news letters begin with a buffer, an opportunity to give the reader information that they accept as valid and give them reason to except the bad news. In the discussion part of the letter is where the writer gives the bad news and provides the reader with proof or evidence for the decision or reasoning. The conclusion of a bad-news letter should give the reader options for acquiring a different outcome in the future and should not leave the reader feeling bad. An example of bad news that would be delivered in a letter is collection letter sent out by a business to recover funds for a check written on an account with insufficient funds. In this type of bad-news letter I would buffer the bad news by indicating that the reader is a valued customer and that as a valued customer the business wanted to contact them right away. In the discussion the details of the insufficient check would be given, when it was returned and what charges were incurred by the business for the error. The conclusion would give the reader options for correcting the error and contacting for resolution. The need for threatening language is not necessary at this early stage of collections. The object is to leave the reader wanting to clear up the error and keep their account in good standing.
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