| Bad News Correspondence
Bad news letters and memos are typically written in
three parts: a buffer (common ground), the reasons/justifications
(why) and the bad news (what), and a goodwill ending.
{COMMON GROUND} Because you want your readers to read your entire
letter or memo, including the reasoning behind the bad news, you need
to begin with a neutral statement. This statement will establish "common
ground" between you and your reader. In other words, it will
be a statement that you and your readers can agree upon, but will
not mislead your readers into thinking that you'll present good news.
Example:
Common ground: "The travel committee reviewed your request
to attend the Syllabus Conference in Santa Clara, California in
July."
** Many writers are omitting the buffer section of a bad news communication.
Analyze the needs and expectations of your audience carefully before
deciding whether to use a buffer.**
{WHY and WHAT} To effectively write a bad news letter or memo, you
need to tactfully present the justification/reasoning for the bad
news. Begin with pertinent, favorable information followed by more
unfavorable facts. Because you are trying to prepare your readers
for the bad news, that news should come after the justification/reasoning
section. You will want to state the bad news as positively as possible
to maintain the goodwill of your readers. This section could be several
paragraphs in length, depending on the situation.
Examples:
Why: "The university increased its travel budget this year
by $5,000. However, with the increase in requests we've received
and
because we are close to the end of a fiscal year, we have used
all our travel funds for the year."
What: "As much as we would like to fund your request, we
just do not have the money to do so."
{GOODWILL ENDING} End your letter or memo with a positive, friendly
close. You could choose from any of the following: appreciation, invitation
to future action, alternative, clear statement of action, willingness
to help, or reader benefit and goodwill. Even though you have given
your readers bad news, you want them to see you positively.
Examples:
Appreciation: "Thank you for your interest in new, emerging
online technologies."
Invitation to future action: "Feel free to resubmit your
request at the beginning of the next fiscal year."
Alternative: "You may want to check if any departmental or divisional
funds are available."
Willingness to help: "Please contact me if you need help finding another
source of funding."
You can also view an example
letter with discussion (Example 1) and a revised
version of the letter with discussion (Example 2).
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