Re: Writing Corrective Actions for customers?

[Yves Jeaurond <jingting -at- rogers -dot- com>]

Nothing wrong with ghost-writing; just, don't sign the letter;
  that's your boss or the engineers responsibility.
   
  Remember that little id at the bottom of letters
in paper-bassed systems: [author's initials]/[typist's initials]?
   
  YJ


Michael West <WestM -at- conwag -dot- com> a écrit :
  Keith writes:

> [...]To give you an analogy, a car owner had an auto repair
> shop do some work on his car. Now the shop owner wants
> a letter to the customer about that work to be written
> -not by the mechanics or by the shop floor
> supervisor, but by the guy who maintains the building
> where the work was done. What would you think if a
> hospital had to write a letter to someone who got
> medical care, and instead of getting the attending
> physician or the chief of medicine to write the
> letter, the hospital administrator asked the tech rep
> who services the EKG machines? [...]

-------------------------------------------,

These analogies simply don't apply. Letter-writing is a communications 
exercise, and a professional communicator is well-placed to handle the 
responsibility. My first business/tech communications job a billion years 
ago was writing customer service letters.

Most of the tech support people I've worked with are (a) lousy writers, 
and (b) too good at what they do to be sent off on a letter-writing 
exercise.

If it was my company, and I had a tech writer on the payroll, I'd have the 
professional writer do the writing.

And no, I've never worked for a boss who tried to "screw" me. But I can 
afford to be picky about choosing my bosses.

--
Mike West
Melbourne Australia
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