This week, we're diving deeper down into understanding the rhetorical situation through writing claims and adjustments -- i.e., a customer's complaint and a customer service representative's response to that complaint. As (I hope!) we're finding out, if we want to give ourselves the best shot as succeeding, it's essential to, first, get as specific as possible when we plan out our communication. This heuristic, below, can help us do that. Thinking through these questions before you jump into writing a claim and/or adjustment should help you tailor your message in the clearest way possible.
- Writer: _____ (Who is sending this particular piece of communication?)
- Audience: _____ (Who will be receiving this particular piece of communication?)
- Exigence: _____ (What circumstances prompted the need to communicate? What happened? What's the context surrounding this communication?)
- Writer's Purpose/Goal: _____ (What is the writer trying to achieve? What outcome do they hope to see/feel/get from this communication?)
Here's an awesome graphic that captures all of the terms we've been using:
Here are a couple of quick videos that will remind us about the do's and dont's of writing claims and adjustments.
No comments:
Post a Comment