As the new owner of Serious Pots and What-Nots, you must refuse the following request. Property owners Glen and Sandy Meston have asked that you replace one of the very large specially-made ceramic planter pots that they purchased from the former owner of your company, John Stadt. Glen and Sandy are upset because they think that the pot broke just days after the two-year warranty expired. The warranty provides for the replacement of the pot in case of manufacturer defects.

The Mestons don't have any proof of purchase, but a search of the archived credit card records shows that they made a large purchase at the store just over two years ago.

You live in Kamloops where the temperature goes below freezing in the winter. You drive by the Meston's large and beautifully landscaped property regularly and have noticed that they left the pots outside where they are subject to freezing and thawing. This is really bad for them and voids the warranty on the pots since they come with instructions to move them inside to a warmer place during freezing temperatures.

You would like to keep the goodwill of the new owners since this is an affluent neighbourhood, and Sandy is very influential in the community. On the other hand, you can't afford to replace the pot as they are very expensive. You decide to offer them a 10% discount on a new pot.

 

Part one

1. What is the purpose of this message? (Why am I writing it?)
2. What is my main message, expressed in one brief sentence? Speak directly to the reader(s).
3. Who is the intended reader?
4. What do I know about the intended reader? (This is audience analysis. Give as many details as possible.)
   
   What will they care about in this situation?
5. Who else might see the message?
   
   Do I need to adjust the message because of these secondary readers?
6. What is my job or role in this situation?
   
   How will the message affect me and my organization?
7. What channel should I use to deliver the message?
   
   Why is this the best channel?
8. What is the scope of the message? (How long will it be, and how many details should I include?)
9. What would be the best tone for this message?
10. What other questions might my reader have about the situation?

 

Part two

1. Choose an informative subject line (for emails, letters, and possibly other messages).
2. Neutral opening (buffer). (One option: What statement would my reader agree with?)
3. Explanation. (What background information or reasonable explanation will prepare the reader for the unwelcome main message?)
4. Statement of the main message, the unwelcome or bad news. (How can I convey the message without upsetting or alienating my reader?)
5. Positive Ending. (How can I convey my concern for the reader and our relationship?)