Dr. Ellis Case Study

The subject of this message is to explain to Dr. John Ellis why his phone bill was three thousand five hundred dollars. The goal of this letter is to make Dr. Ellis understand how our telephone rates work in other countries and AT&T will drop five hundred to keep him as a customer. Reputation is very important to AT&T and the message is intended to make Dr. Ellis feel like we really care about him and we will work with him to make sure he continues to use our services. Dr. Ellis is upset with his cell phone bill and my job is to communicate to Dr. Ellis that we are willing to drop some of the cost to keep his business.

Audience
The audience of this letter is Dr. John Ellis a AT&T cellular phone user. The letter is only going to be sent to Dr. Ellis discussing his cell phone bill that he disagrees with. Dr. Ellis is unpleased with his bill and we want to take off five hundred dollars to help keep his business. A secondary audience will be anyone Dr. Ellis shares this letter with (friends, family, social media). I have to keep in …show more content…
Ellis claim. The medium that suits a negative message is a letter. The appropriate tone for this letter is polite and sincere. I want Dr. Ellis to know that his issue was taking very seriously at AT&T. The indirect letter to Dr. Ellis will be very formal to ensure how profession our organization is. When creating a negative message the indirect writing strategy is very important to the success of the letter. This letter is intended to convey the bad news in a way that maintains as much goodwill as possible. Starting with a buffer and ending with a positive close with the bad news squeezed between them is the best way to convey the bad news. This type approach eases into the bad news then end on a positive note so the writer can maintain as much good will as