Purpose
What is the purpose
of your document? contact the customer to apologize about packing issue
Audience
Who will receive your document? And why? All of the staff member and customers
Format
What kind of document? Email? Letter? Memo? All these, email, memo and letter
Method
Should your document be short, long, have bullet points? Does it require persuasive/abrupt language? What sort of language should it use? Why? - Explain the fact of issue and give the information to customers
- aplogize and give 10% discount
Means
Should your document be written in Word, Excel, PowerPoint, etc.? Why? - using Word to explain
- support by excel and power point
Organisational rules/protocols
What organisational rules and standards do you need to take into account and why? provide everything to keep the customers happy but follow from company policy
Key points
What key points need to be in your document and why? - Inform and explain to the customer about bad packing
- Apologize to the customer about delays
Structure
What order should your key points go? - Communicate