Project 1: Response to Citizen/Customer Inquiries


Our first project will involve responding to a citizen or customer inquiry (complaints will come soon enough!). Here are some options:
  • If you work for a government agency, imagine that a citizen has written you a letter or e-mail inquiring about the interpretation of some particularly complex administrative rule in your area. Your challenge is to explain that administrative rule—or some tricky part of it—as clearly as possible.
  • If you work for a business, imagine a similar situation in which a customer has written asking help with a complex product or with a warranty or licensing policies. Once again, your challenge is to be clear and understandable.

You can find administrative code at these two sites (and you can try other states, counties, cities):

To do this project, please describe the real or hypothetical situation, the citizen or customer inquiry, and other details so that your instructor can review your correspondence intelligently. (You can make this description page 1 of the document you send or hand in.)

For the actual letter or e-mail, use the format that you would be expected to use in the organization.

If you are not in a position to find a real or realistic situation to use for this project, ask your instructor for help. You may be able to get scenarios from others in class as well.


Programs and information provided by hcexres@prismnet.com.