Letter of Adjustment

622 Sports Dr. S

Fargo, ND 58103
February 9, 2016
Sara Smith
123 8th St S
Fargo, ND 58103
Dear Ms. Smith:
I most importantly want to express how sincerely sorry I am for the poor customer service you
received during your last visit to our store. I understand how exasperating it is to not be able to
find a sales associate when you need one. I take full responsibility for the lack of sales associates
in the childrens section. We value our customers here at Sports and More and are enclosing a 20
percent off coupon for your entire purchase to use at your next visit to our store.
To guarantee that this problem does not reoccur we will begin scheduling extra sales associates at
all times in every department. Once again we sincerely apologize for the inconvenience. We are
grateful for the feedback and the problem will be fixed. We hope you accept our apology.
Sincerely,

Kira Ollila
Kira Ollila
Sports and More Manager, Fargo

English 320
Professional Communication Packet
Reader Profile Sheet
Document: Letter of Adjustment
Readers Name: Sarah Smith
Readers Job Title: Customer
Type/Level of Reader: Primary
Reading Skill: Average
Familiarity with Subject: Consistent customer
Overall Needs: confirmation of her complaint and the problem to be fixed
Relevant Values: values hard work and good communication
Attitude toward the Writer: disappointed with company
Attitude toward the Subject: upset
Expectations about the Subject: to feel as if the problem has been addressed and fixed
Expectations about the Document: short
Context (physical): home
Context (economic): middle class
Context (ethical): values their money and respect
How do these answers affect the way you should write this particular document? I should
use an apologetic tone. The document should be short, but still should make the customer
feel as if the problem has been addressed and fixed.

Letter of Complaint
622 Sports Dr. S
Fargo, ND 58103
February 9, 2016
Everything Sports Inc.
2066 16th St N.
Minneapolis, MN 55401
Dear whomever this may concern,
I am a manager at Sports and More in Fargo, North Dakota. The shipment we received from your
company yesterday afternoon was incorrect. In our last shipment we did not receive our order of
100 water bottles. We must receive this missing shipment before the end of this week. I would
appreciate if it could be included in the shipment we are scheduled to receive on Thursday.
We have done business with your company for several years and your company has always
treated us extremely well. I understand that your company is busy with not only our company,
but many others also. I hope that this problem can be rectified as soon as possible.
Sincerely,

Kira Ollila
Kira Ollila
Sports and More Manager, Fargo

English 320
Professional Communication Packet
Reader Profile Sheet
Document: Letter of Complaint
Readers Name: Mark Olson
Readers Job Title: Manufacturer
Type/Level of Reader: Primary
Education: College Degree
Reading Skill: Average
Professional Experience: has business experience
Job Responsibilities: to supply a high quality product
Familiarity with Subject: extremely familiar as the manufacturer
Overall Needs: need the manufacturer to fix my problem
Relevant Values: good communication skills, quality work
Attitude toward the Writer: upset about the shipment
Attitude toward the Subject: upset
Expectations about the Subject: upset and wanting the shipment to be fixed
Expectations about the Document: short
Context (physical): business/work environment
Context (ethical): quality goods and work
How do these answers affect the way you should write this particular document? This
document should be clear and to the point. The problem should be clearly stated and what
I would like done to fix the problem.

Letter of Inquiry
622 Sports Dr. S
Fargo, ND 58103
February 9, 2016
Inforum Newspaper
101 5th St. N
Fargo, ND 58102
Dear whomever this may concern,
I am a manager at Sports and More here in town. At our store we carry a wide variety of sporting
goods including outdoor sporting goods. We know how popular and widely distributed the Fargo
Forum is and we are interested in advertising our store, our products, and our promotions weekly
in your newspaper.
I would like to find out the prices for your advertising packages and what is required from our
store for the advertisements. Please send all this information to us at your earliest convenience.
The information can be sent to 622 Sports Dr. S. Fargo, ND 58103. You can also reach me at
701-888-3456 or e-mail me at kollila@sportsandmore.net. Thank you for your time.
Sincerely

Kira Ollila
Kira Ollila
Sports and More Manager, Fargo

English 320
Professional Communication Packet
Reader Profile Sheet
Document: Letter of Inquiry
Readers Name: Jane Johnson
Readers Job Title: Employee in newspaper advertising department
Type/Level of Reader: Primary
Education: College degree
Reading Skill: Above Average
Professional Experience: advertising, sales
Job Responsibilities: familiar with the newspapers advertising policies
Familiarity with Subject: extremely familiar
Overall Needs: need her to answer my questions about advertising
Relevant Values: honesty and good communication
Attitude toward the Writer:
Attitude toward the Subject:
Expectations about the Subject: to get my questions answered
Expectations about the Document: short
Context (physical): advertising office at newspaper
Context (ethical): honesty and good communication
How do these answers affect the way you should write this particular document? I will
write this document short and to the point. I will make sure my questions are clear and
concise so that the employee reading the document will be able to efficiently answer my
questions.
Letter of Reprimand
622 Sports Dr. S
Fargo, ND 58103
February 9, 2016
John Miller
1456 5th Ave. S
Fargo, ND 58103
Dear Mr. Miller,
It has been brought to my attention that you have made it a habit to be substantially late for work
on a regular basis. This is a problem because your absence creates extra work for our other sales
associates. We try our best to create an enjoyable work environment for all of our employees and

tardiness does not contribute to this enjoyable environment. This extra stress also affects our
customers, which are our top priority.
I would like to remind you of our late policy that can be found on page eight of our employee
handbook. This is your first warning and if this problem continues we will have to discuss what
further actions will need to be taken. If you have any questions or concerns I would be more than
happy to discuss them with you.
Sincerely,

Kira Ollila
Kira Ollila
Sports and More Manager, Fargo

English 320
Professional Communication Packet
Reader Profile Sheet
Document: Letter of Reprimand
Readers Name: John Miller
Readers Job Title: employee
Type/Level of Reader: primary
Education: college education
Reading Skill: average
Professional Experience: business experience
Job Responsibilities: not performing these responsibilities
Familiarity with Subject: should be familiar with subject
Overall Needs: improve performance
Relevant Values: honesty and good professional communication skills
Attitude toward the Writer: respectful
Attitude toward the Subject: upset
Expectations about the Subject: will know what he needs to do to improve performance
Expectations about the Document: short
Context (physical): business environment
Context (economic): middle class
Context (ethical): honesty, communication, and hard work
How do these answers affect the way you should write this particular document? I will
write this document in a neutral tone as to not upset the employee. I will make it short
and concise, but will also include ways to improve his performance.

E-mail to my companys business office

To: Jessica Jones jjones@sportsandmore.net
From: Kira Ollila kollila@sportsandmore.net
Subject: Results from letter of complaint
Dear Ms. Jones,
I recently received a complaint from one of our customers who regularly shops at our stores. At
our Fargo store she had a few questions and needed assistance grabbing an item from a higher
shelf. She searched that entire section of the store and could not find a single sales associate.
When she could not find anyone she became upset and left the store. Later that day she sent me
an email expressing her frustrations. I apologized and included a coupon for her to use on her
next visit.
To ensure this problem does not happen again I propose we increase the number of sales
associates we have on the floor at all times in this location. I suggest we add at least two more
sales associates at all times and possibly even more during peak business hours. I think this is the
best solution to continue our high level of customer satisfaction.
Sincerely,

Kira Ollila
Kira Ollila
Sports and More Manager, Fargo

English 320
Professional Communication Packet
Reader Profile Sheet
Document: Email to companys business office
Readers Name: Beverly Jones
Readers Job Title: employee in business office
Type/Level of Reader: primary
Education: college education
Reading Skill: above average
Professional Experience: many years of business experience
Job Responsibilities:
Familiarity with Subject: not familiar with subject
Overall Needs: the situation to be presented
Relevant Values: honesty and clear communication
Attitude toward the Writer: unknown
Attitude toward the Subject: inquisitive
Expectations about the Subject: for the problem to be taken care of
Expectations about the Document: short
Context (physical): business environment
Context (economic): middle class
Context (ethical): honesty
How do these answers affect the way you should write this particular document? I will
write this document in a neutral tone and only state the facts of the situation. I will also
make this document as short as possible, but still make sure the entire situation is clearly
presented

E-mail to all employees

To: Sports and More Employees, Fargo
From: Kira Ollila kollila@sportsandmore.net
Subject: Recent Customer Complaint
Dear employees,
Earlier this week I received a complaint from a customer who could not find a sales associate
anywhere in our store when she needed help. She left our store extremely frustrated and that is
unacceptable.
Here at Sports and More we pride ourselves on being known for our high level of customer
satisfaction. Incidents such as this one do not contribute to customer satisfaction. To ensure this
problem does not reoccur we decided to increase the number of sales associates that are working
at all times. We intend to add two sales associates to the floor at all times and even more during
peak business hours. Also, please remember to be making yourselves seen and available to our
customers while you are working. Remember, customer happiness is our number one priority.
If there are any questions or concerns feel free to bring them to me or any of the other managers
in the store.
Sincerely,

Kira Ollila
Kira Ollila
Sports and More Manager, Fargo

English 320
Professional Communication Packet
Reader Profile Sheet
Document: Email to all employees
Readers Name: All employees
Readers Job Title: employee in the company
Type/Level of Reader: primary
Education: college education
Reading Skill: average
Professional Experience: business professional experience
Job Responsibilities: vary
Familiarity with Subject: vary
Overall Needs: vary
Relevant Values: quality work
Attitude toward the Writer: neutral
Attitude toward the Subject: neutral
Expectations about the Subject: none
Expectations about the Document: short and to the point
Context (physical): business environment
Context (economic): mostly middle class
How do these answers affect the way you should write this particular document? I will
state the facts of the complaint and address how we should avoid this problem in the
future. As always I will attempt to make this document as short as possible.

Text:
I recently e-mailed the Fargo Forum expressing our interest in their advertising packages. I will
forward any information they respond with to you. Enjoy your weekend!

Facebook Post:
SALE! SALE! SALE! To make room for our new inventory all current active wear will be 50%
off! This weekend ONLY starting Friday morning. You arent going to want to miss out on this
great sale!

Tweet:
We are excited to announce that the new addition to the store will begin construction this May!
More space means more sporting goods! (@SportsandMore)