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Unit 4 Assignment: Writing Routine and Positive Messages
Attached Files:

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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.See the attached document for complete instructions and grading rubric.

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

Evaluation 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.

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