Due Date: 11:59 pm EST, Sunday of Unit 4 Points: 100 Overview: Electronic media provides you with many options for creating effective messages in business. Many scenarios come up in which you will be asked to craft a positive message in response to a customer’s issue. In this assignment, you will be asked to compose messages from both the perspective of a customer and a customer service representative. Instructions:
• Choose a recent purchase or customer experience you have had that did not meet your expectations.
• Write an email to the company expressing your dissatisfaction and concerns. • Place yourself as the customer service representative receiving your email and
respond appropriately.
Requirements:
• Your email messages should be brief and to the point.
• Be sure to use the proper tone appropriate for the scenario.
• Include a clear subject line in each email.
• Use a professional tone.
Be sure to read the criteria by which your work will be evaluated before you write and again after you write.
BUS311 – Managerial Communications
Writing Routine and Positive Messages
Assessment Rubric for Writing Routine and Positive Messages Assignment
CRITERIA Deficient Needs Improvement
Proficient Exemplary
(0-13.9 points)
(14-15.9 points) (16-17.9 points)
(18-20 points)
Content and Substance
Content does not follow the assignment details
Content varies from assignment instructions and relevant details are lacking.
Content follows assignment instructions and has sufficient details.
Content follows assignment instructions and details relevant, on-topic and substantive.
Organization and Subject Line
Email format is not used. There is no subject line.
There is an attempt at email format, but there are some organizational issues. Subject line does not exist or is unclear.
Email format is used, but there are some organizational issues; the subject line is suitable.
The layout of the email message is simple and clean. The subject line is very clear.
Tone Professional tone/style is not employed.
Professional tone/style is inconsistent.
Professional tone/style is consistent.
Professional tone/style is carefully crafted and enhances the message.
Sentence, Structure, Word Choice and Transitions
Sentence structure and word choice are deficient; no transitions.
Sentence structure is lacking; word choice is poor; some transitions.
Sentence structure exists, but does not vary, word choice is good; transitions employed.
Sentences are complete, and their structure and length are varied, creating fluidity. Excess, phrases, and sentences are eliminated for greater clarity. Concise style with transitions employed.
Grammar, Punctuation and Spelling
Writing with significant errors.
Writing with some errors.
Writing with few grammar, punctuation, or spelling errors.
Writing with no errors.
