Dear valued customer, Recently, we encountered a processing error that may have

Question

Dear valued customer,

Recently, we encountered a processing error that may have impacted your premium on your policy renewal. This problem was corrected, and we have issued you a new policy, which reflects the corrected premium and refund.

If you received a policy renewal dated August 31 through September 2, please disregard that policy and use this one instead.

Should you have any questions, please contact your agent.
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Assignment

1. Is this written in the direct or indirect order?
2. Do you agree or disagree with the choice of order? Why?
3. What is the writer’s objective? Did the writer meet that objective?
4. How might the reader react to this? Can you guess if the writer was trying to anticipate reader reaction? Does the writer care what the reader thinks or does?
5. Rewrite the document to improve it

Explanation / Answer

1. This is written in a direct order, as the sender is insisting on the fact that only the new policy which is issued after correction is the correct one, and other one which was issued earlier is void as there a processing error. It would have been an indirect order, if the policy choice was left on the customer.

2. Yes, i agree with the choice of the order, as the correct policy as per the organisation is the one which is issued after resolving the error. Company is not cheating the customers, they are presenting them the facts, so direct order is a better way.

3. Writer's objective is to intimate the customer about the error and about the policy. Objective is to intimate them of the error caused and the effects of such error that might result in incorrect facts, which has been now resolved with new policy. Yes, writer is able to meet that objective, he/she has intimated the customer about the error and it is a direct order, so need of the approval of the customer also.

4. Reader will react normally to it. Even if someone finds it suspicious or have some doubts, there is trasparency, Writer has requested to write back to them. So reaction should be normal. Errors do happen and reader might ask for the proof that such error really happened.

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