Solutions – Chapter 6 ⚫ 13
6.11 Direct Response: Describing Your Major
Current date
Mr. Allen M. Miller
5290 Park Avenue
Fairfield, CT 06432
Dear Allen:
In response to your inquiry about my major here at Valley View College, let me describe the
program, employment prospects, certificate, and courses in the field of computer information
systems.
My program, Computer Information Systems, provides students with entry-level positions in
computer programming, systems analysis, computer operations, and network management. The
program also prepares graduates for sales and technical information positions. Employment
prospects in these fields are very good today. Many graduates find jobs with starting salaries
from $41,000 to $54,000.
Valley View offers three programs: (a) an occupational A.S. degree with a strong emphasis in
both computer systems and business studies, (b) a transfer program in preparation for a four-year
program, and (c) a certificate program that provides marketable skills in PC hardware and
software support. I’m working on the certificate program, and I’m very pleased with my studies
thus far.
Solutions – Chapter 6 ⚫ 14
6.12 Instruction Message: Bewildering Skimmer Warning
To: Faculty and Staff
From: Michael Love <mlove@valleyviewpd.gov>
Subject: Tips to Prevent Card Skimming at ATMs
Cc:
Bcc:
Faculty and Staff,
Card skimming occurs at automated teller machines (ATMs) and gas pumps when criminals
attach small imaging devices to capture card information. You can protect yourself from card
skimming and identity theft by following these tips:
• Use ATMs that are in familiar locations.
Solutions – Chapter 6 ⚫ 15
6.13 Instruction Message: Emergency Procedures Urgently Needed
To: All Employees
From: Patricia Carter, CEO
Subject: Procedures to Follow in Event of Fire
Cc:
Bcc:
Because we are concerned about the safety of all employees, we have prepared a list of
procedures that will help you evacuate the office building calmly and effectively in the event of a
fire.
1. Pull the fire alarm and call the fire department (9-911) if you see a fire.
2. Notify a supervisor.
3. If the fire is small, try to extinguish it with a fire extinguisher.
Solutions – Chapter 6 ⚫ 16
6.14 Instruction Message: Copying Pictures and Text from PDFs Is a Snap
Date: Current
To: All Marketing Employees
From: Esther Garcia
Subject: How to Copy Images and Text from PDF Documents
After requests from several of you, I’m sending instructions detailing how to copy images and
text passages from PDF documents. Copying content from portable document format (PDF) files
is easy and convenient for those of us working on our yearly catalog.
The process works as follows in the open PDF document:
1. Select the Edit pull-down menu.
2. Click Take a Snapshot to activate the tool. (It is identified by a camera icon.)
3. Now you are ready to select the portion of the PDF document you wish to copy; your
cursor will take the shape of a square cross.
Solutions – Chapter 6 ⚫ 17
6.15 Direct Claim: But It Doesn’t Work!
To: Dennis Alvarez <dalvarez@gmail.com>
From: Your Name <e-mail address>
Subject: Requesting Price Adjustment on a New Samsung HDTV
Cc:
Bcc:
Dear Mr. Alvarez:
After purchasing two faulty Panasonic HDTVs (Model TC-P42X1) from your store, I believe
you should sell me a similar-sized set for a price close to that of the Panasonic.
I recently decided to purchase an HDTV and chose the Panasonic for its features and benefits. I
found a great deal at Digital Depot and purchased the set for $599.95 plus tax. I sold my old set
and installed the new one, spending considerable time and energy to get it up and running. That
Solutions – Chapter 6 ⚫ 18
6.16 Direct Claim: Iron Gate Repair
Current Date
Mr. Jin Ree
Chung Iron Works
2255 NW Yeon Avenue
Portland, OR 97210
Dear Mr. Ree:
Subject: Gate Installed on August 20 at 921 NW 23rd Avenue, Portland, OR 97210
We would like your help with a gate that was installed last August on one of our commercial
properties at 921 NW 23rd Avenue, Portland, OR 97210. The gate was fine at first; it opened,
closed, and locked without a hitch. Now, however, the gate opens, closes, and locks only after
major effort and only if operated by someone with real muscle.
Solutions – Chapter 6 ⚫ 19
6.17 Direct Claim: Righting a Wrong
Current date
Ms. Alicia Stevenson
Customer Service Department
Avery Dennison Office Products
Diamond Bar, CA 91765
Dear Ms. Stevenson:
Please send me a new box of laser labels or refund three quarters of the purchase price for a box
of labels that will not work in my printer.
On March 3 I purchased a box with 100 sheets of Avery Laser Labels (No. 5166). The cost was
$36.99 plus tax. I used 25 sheets immediately, and they worked well in my laser printer. Then I
put the box away and didn’t need it again until June 14. At that time the labels would not feed
Solutions – Chapter 6 ⚫ 20
6.18 Adjustment: Shipping Art Can Be a Stretch
To: Gregory Karipidis <gkaripidis@southeastequitybank.com>
From: Your Name
Subject: Your Message Regarding Your For Art’s Sake Painting
Cc:
Bcc:
Dear Mr. Karipidis:
We agree that your newly purchased painting for your executive offices should have arrived
without sags in the canvas, and we urge you to engage a local framing shop to restretch it.
When any For Art’s Sake painting is shipped, we encase it in three layers of protection: two
layers of convoluted foam and one layer of Perf-Pack foam. These multiple layers work together
to provide superior shock absorption and guard your art from bumps and scrapes during
shipping. However, the shipper may have laid the package down instead of standing it, thus
allowing the canvas of this large painting to sag somewhat. You can be sure that we will review
Solutions – Chapter 6 ⚫ 21
6.19 Adjustment: GPS Rental Nightmare
Current date
Ms. April Schmitz-Fidalgo
Sales Manager
KPC Construction, Inc.
5900 East Speedway Blvd.
Tucson, AZ 85711
Dear Ms. Schmitz-Fidalgo:
Immediately after reading about your plight, I authorized a credit of $60 to your corporate
account #3053-359-797. Let me assure you that what you have experienced is highly unusual for
our company. Please accept my heartfelt apologies for the poor treatment and delays.
Naturally, I investigated what may have caused the communication lags and other irregularities.
It turns out that the Colorado Springs Airport branch is an independent franchisee. Upon
Solutions – Chapter 6 ⚫ 22
6.20 Richard Branson Sends a Goodwill Message to the
People of Ghana
This sympathy message fulfills all five Ss. Although Branson briefly talks about himself, it is to
create a personal context for his sympathy note as he reminisces about when he met the deceased
president and spent time with him. The tone is caring and genuine. Branson praises President
John Atta Mills for his accomplishments, mainly for keeping the peace in the land and
6.21 Thanks for a Favor: Expressing Appreciation for Business
Etiquette Training
Current date
Ms. Pamela Eyring, Director
The Protocol School of Washington
P.O. Box 676
Columbia, SC 29202
Dear Ms. Eyring:
Once again we would like to thank you for your fascinating etiquette talk and demonstration at
XYZ College on October 15. We value your taking time from your busy schedule to speak to an
audience of students on the important subject of soft skills.
Thank you for lessening our fears of dining. We now know which forks and knives are
appropriate with specific types of food and individual courses. Before your presentation, we
Solutions – Chapter 6 ⚫ 23
6.22 Responding to Good Wishes: Saying Thank You
Current date
Dear Brad:
I appreciated very much receiving your good wishes at the time of my graduation. It made me