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Reader Expectations: Readers will expect to receive a reasonable answer to the problem they have communicated
with the company. They will want to know whether or not they will be granted their request; however, with either case, they
expect a sincere apology and to feel that the company is concerned about handling the problem efficiently.
Format Requirements: This type of document can be written as a letter, memo or email; however, in this sample document, email format is used. Email format includes a to, from and subject line at the
top of the document because readers will want to know whether or not to open the email. An appropriate greeting is used in
the beginning such as, "Dear Mr...", and followed with the introduction, body and conclusion. A complementary close such as
"Sincerely" with the writer's name and credentials is used to end the document.
Organization: The introduction will begin with an apology or an understanding addressing
the problem. You do not want to appear insincere by being too apologetic and can avoid this by remaining realistic in
how you address the problem. The next paragraph includes information on what has been done or will be done concerning
the customer's problem. Make sure to clearly state if the request will be granted or not to avoid leaving the reader confused
and/or angry. Finally, the concluding paragraph will again apologize or express sympathy towards the problem in order to encourage
the customer to remain on good terms with the company. If appropriate, contact information can be placed in the conclusion,
and after the closing statement, the credentials of the writer should be used to demonstrate to the customer that the issue
is being taken seriously.
Visual Elements: The document should be short and concise so the reader is not overwhelmed by long
paragraphs. Paragraphs can be broken up into bullet points or numbers if there are several ideas the writer is trying to get
across in one section. Double-spacing creates a more visually appealing document by creating more white space in between lines.
Special Features: The most important aspect of a response letter is to leave a sincere
impression on the reader; this can be accomplished by creating a "you" attitude. Because the reader's impression of the
company is formed by reading this document, avoid sarcasm and write in a calm, positive tone. Refrain from capitalizing entire
words, as they can come across as yelling, and know your purpose as a writer so that you stay focused throughout the document.
Even though emails are sometimes thought of as less formal than letters or memos, they must remain professional when using
this type of document.
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