Bad News Letter

"Bad News" Response to Request/Complaint Letters
Write a Bad News letter is a art because here bad news is not mentioned first. There are some techenique are:

• Don't deliver the bad news in the opening paragraph.
    
• Always try to tell what you CAN do before you say what you CAN'T do.
    
• Explain the WHY before you deliver the bad news. For many readers, once they see the NO they don't pay attention to the WHY.
    
• Remember that a major goal is to maintain a positive relationship with the reader. Do whatever you can to help the reader understand and accept your message.
   
• When you are through writing the letter, make sure the message that you cannot grant the request is clear.
  

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"Good News" Response to Request/Complaint Letters

"Good News" Response to Request/Complaint Letters:
A letter represents your company’s public image and your competence.

General guidelines for answering request letters include:

• Be prompt and courteous
• Be sure that your responses are complete--that they include all needed information
• If you are giving some positive and some negative responses, give the positive responses first. Try to emphasis what you can do--not what you can't do.

Therefore, there are some more technique to write a letter such as:
¡  Analyze Your Audience: 
  o   Who is my audience? 
  o   Will my audience be favorably or unfavorably disposed to what I am going to say? 
  o   What kinds of information will my audience expect me to supply? 
  o   How will my audience use the information I am sending? 
  o   What impression do I want my letter to make on readers? 
¡  Have a clear sense of your purpose and theirs 
¡  Select the best communication strategy 
¡  Draft, revise, and edit your letter

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