Sample ResponsesAssignment 1 - Sample A: E-Mail MessageTransmission Date: December 2, 0000To: R. Medley, General Manager, Business Services Division From: Re: . Beec!um"#$cel Tire %or&.' received your #(mail message t!is morning regarding . Beec!um o) #$cel Tire %or&. and !er a&&arent misconce&tions regarding our services. ' !ave investigated t!e matter and conclude t!at t!e &roblem resulted )rom our )ailure to ade*uately ans+er Beec!um,s *ueries.What Went Wrong-e )ailed to clearly address !er *uestions regarding t!e legality o) s&litting satellite signals +it! #$cel,s tenants and t!e )easibility o) combining signals. Beec!um raised t!ese issues in !er letter o) .ctober 20, 0000. T!ere +as a brea/do+n in communication in our res&onse.T!e )ollo+ing is a summary o) +!at +ent +rong:0. Beec!um,s in*uiries +ere )or+arded by you to . 1umbar, Director o) Tec!nical Services, +!o delegated t!e tas/ o) res&onding to one o) !is sta)) members, 2!il 3ac/man. 4&&arently, t!is res&onse +as some!o+ delayed )or over 2 +ee/s.2. T!is delay caused Beec!um to +rite anot!er letter on 5ovember 6 as/ing +!y no one !ad res&onded to !er initial corres&ondence. 1umbar +as directed by you u&on recei&t o) t!is letter to immediately )a$ Beec!um a res&onse on 5ovember 7. 3o+ever, 1umbar,s res&onse did not get )a$ed out until 5ovember 08, resulting in a total delay in our ans+er to Beec!um o) 0 mont!.9. 1umbar,s res&onse +as )ar too tec!nical. More im&ortantly, it )ailed to clearly address t!e issues o) signal s&litting and signal combining. 'n )act, 1umbar,s letter leads t!ose +it!out tec!nical e$&ertise to believe t!at bot! are )easible and legal. 3o+ever, suc! a&&lications in t!e conte$t o) Beec!um,s *ueries cannot be im&lemented :&rimarily )or regulatory reasons;. to C mont!s and costs a&&ro$imately D800,000.Since +e are on a tig!t sc!edule +it! res&ect to your #$ecutive %ommittee meeting, ' &ro&ose t!at +e meet sometime +it!in t!e ne$t 2 to 9 days to )urt!er discuss and clari)y t!is matter. ' +ill ma/e mysel) and my sta)) available to res&ond to any *uestions you mig!t !ave. 4lso, 2eter Gando)), our =ice 2resident, +ill be available to attend t!is meeting and t!e December meeting.' am certain t!at +e can service all o) #$cel,s needs +it! Statstar and our ot!er data net+or/ ca&abilities. -e are committed to a total &ac/age o) service e$cellence )or allo) our clients. ' loo/ )or+ard to constructing a mutually bene)icial arrangement to meet your needs )or today and tomorro+.T!an/ you again )or your interest, and my a&ologies )or any con)usion t!at may !ave arisen. ' loo/ )or+ard to meeting +it! you at your earliest convenience and +ill call toarrange a mutually bene)icial time later t!is a)ternoon. Sincerely yours, Robert Medley General Manager, Business ServicesAssignment 3 - Sample A: Client Letter Eplaining !echnical "nformationST4TST4R %ommunications 5et+or/ 'nc. 222 %or&orate 2ar/ Drive %!icago, '1 00000.ctober 2 to C mont!s and costs a&&ro$imately D800,000 )or licenses and )ees. Statstar,s &olicy regarding t!e s!aring o) satellite transmissions +it! your tenants and clients is t!at suc! activity constitutes a reselling and com&etition +it! our services.@our )inal *uestion relates to t!e lin/ing o) di))erent ty&es o) signals. Tec!nically, combining similar signals suc! as analog +it! analog is )easible. 4lt!oug! our RAD division is +or/ing on a system +!ic! +ould combine di))erent ty&es o) signals, at &resent it is not &ossible to combine analog +it! digital. 'n your letter you as/ i) t!ese mig!t be lin/ed ,in t!e near )uture., 't is di))icult to say &recisely +!en a solution to t!is &roblem +ill be )ound, but you can be sure t!at Statstar +ill o))er you t!e bene)itso) suc! advances +!en t!ey occur.4t &resent Statstar must treat t!ese di))erent signals se&arately and &rovide inde&endent c!annels on our satellites and at our base com&uters. So, alt!oug! +e cannot combine suc! signals on a single cable line, +e can carry and deliver t!ese signals to se&arate net+or/s. ' +ill be sending you our &ublication ,Statstar,s Solution to t!e Digital .&tion, +!ic! &rovides a more detailed e$&lanation o) !o+ +e !andle t!is.') ' can be o) any )urt!er service &lease do not !esitate to contact me. My sta)) and ' +ill be available to assist you as you &re&are your &ro&osal.Sincerely, Robert Medley, General Manager, Business ServicesComments on St#dent SamplesComments on Assignment 1 - Sample A: E-Mail MessageT!is sam&le directly asserts t!e /ey ans+er to t!e &roblem: Statstar )ailed to ade*uately ans+er Beec!um,s *ueries. T!e message covers some o) t!e causes o) t!e miscommunication +it! t!e client and &ro&oses some solutions )or saving t!e contract+it! #$cel. Des&ite t!ese &ositive *ualities, !o+ever, t!e sam&le demonstrates t!e di))iculties res&ondents )ind in develo&ing an e))ective strategy )or e$&laining to a sel)(con)ident su&erior :Medley; t!at !e re&resents t!e maBor cause o) t!e &roblem.T!e E-!at +ent +rongE section recounts t!e /ey communication events, but e$ce&t )or 1umbar and !is grou&, it does not clearly assign res&onsibility )or t!e &roblems. T!e aut!or leaves Medley Eto read bet+een t!e linesE regarding !is o+n )ailure to c!ec/ 1umbar,s res&onse to ensure t!at it met Beec!um,s in)ormation needs. T!e sam&le does not even address t!e critical issue o) +!ere res&onsibility lies in t!is de&artment )or ans+ering client *uestions regarding t!e legality o) s&litting signals. Moreover, it does not note t!e ambiguity contained in Beec!um,s letter o) .ctober 20 +!ic! Medley s!ould !ave &ointed out to 1umbar. 'ndeed, Medley merely )a$ed Beec!um,s letter to 1umbar and never )ollo+ed u& on t!e communication +it! t!e client.T!e recommendations section touc!es on several im&ortant &oints and &rovides some !el&)ul solutions. 4ll could bene)it )rom more develo&ment and ada&tation to t!e audience, !o+ever. First, t!e a&ology and e$&lanation do not )ully account )or Beec!um,s a+/+ard &osition +it! !er #$ecutive %ommittee nor t!e serious nature o) Statstar,s errors. Second, bringing in Gando)) to smoot! t!ings over may be +ise, but Medley is unli/ely to acce&t a move t!at could indicate !e is not !andling t!ings +ell.T!ird, better coordination is clearly needed, but t!e causes )or t!e &roblems need to beidenti)ied in order to solve t!em.2resented in +ritten re&ort )ormat to be transmitted electronically :rat!er t!an as an in)ormal e(mail message;, t!e sam&le is )ormal and distant in language, and )airly re&etitive, es&ecially in t!e later &aragra&!s.Comments on Assignment 2 - Sample A: Draft of Client Letter4)ter a &ositive o&ening, t!e aut!or corrects t!e client,s misunderstandings and t!en o))ers a very mild a&ology )or &ossibly contributing to t!e situation. T!e *uestion is, a)ter all t!at !as !a&&ened, +ill t!is brie) a&ology satis)y Beec!um su))iciently to /ee& t!e contract negotiations on trac/. T!e e$&lanation t!at )ollo+s is +ritten in &lain #nglis! and is relatively easy to understand. 4lt!oug! it &rovides little in)ormation on combining telecommunications, t!e com&le$ity o) t!at subBect +arrants &ost&oning a )ull e$&lanation until t!e )ace(to()ace client meeting. %ertainly, t!e constraints o) s!aring signals +it! #$cel,s clients and tenants s!ould be clear to t!e client. 4lso, by bringing Gando)) into t!e &icture +it!out undermining Medley, t!eaut!or creates a &ositive im&ression.Comments on Assignment 3- Sample A: Client Letter Eplaining !echnical "nformationT!is letter re)lects a classic strategy )or !andling bad ne+s. T!e aut!or uses a &ositive tone and aids understanding by targeting t!e tec!nical in)ormation to meet t!e needs o) t!e client and e$&laining matters in &lain #nglis!.Since Gando)) !ad made it *uite clear to Medley t!at Beec!um is uncom)ortable +it! !ig!ly tec!nical language :see Figure