National University of Sciences & Technology (NUST)

School of Electrical Engineering and Computer Science

Department of Humanities and Sciences (SEECS)

HU-212: Technical and Business Writing (2+0): CS-12 B Fall 2023

Assignment 1
CLO1: Develop an ability to comprehend technical/research writing strategies.
Maximum Marks: 10 Instructor: Dr. Samia Tahir
Instructions:

1. Assignment should be hand written and on A4 pages.

2. Copied assignments will be marked zero.
3. Assignment is not acceptable after deadline.
4. Do not use files and folders.

Name: Raahima Aamir Section: BSCS 12-B Qalam ID: 407011

Tasks: Read the scenario given below. Answer the questions in the light of CMAPP
communication model while also keeping in mind the letter given at the end.

Scenario: The computer system you purchased from Acme High-Tech Products has given
you considerable trouble. Angry, you dash off a letter (letter at the end) to Acme's sales
manager, Mr. Kim. You do not mail this letter. Instead, you wait until you are calm, then
decide to construct a letter that adheres to the principles of good technical communication.
The first step is to conduct a CMAPP analysis. For the purposes of this exercise, do not write
the new letter but simply answer the following CMAPP questions briefly:

Context

1. What has prompted you to write a new letter?

I am writing a new letter because the first letter was written in a very angry state of
mind which may not be received well by the company. So it is better for my personal
interest to write a new letter that explains my concerns in a more pleasant way so that
it is acknowledged by the company positively.
2. How would you describe the relationship between you and your audience?
The relationship between me and my audience is of a dissatisfied customer and
indifferent company.
3. What are you prepared to do if your letter fails to meet its intended objective?
If my letter is not received with the intention that my complaint will be resolved as
quickly as possible then I am prepared to involve my lawyer.

Message

1. What are your main points?

The main focus of my letter is to bring to the company’s attention that the
computer is not working as it should, there are software errors and problems with
 the set up and installation. Furthermore, this problem should be solved as soon as
possible or a refund should be given. The printer that came with the package was
not responding to commands and should also be highlighted.
2. If you have any secondary points, what are they?
Some other points that maybe emphasized can be that there is unavailability of
customer support and when they did pick up did not deal with the complaint
professionally and were quiet rude. There can also be legal involvement.

Audience

1. Who is your audience?

My audience is the sales manager, Mr. Kim and the company. The receiver can
also be Mr. Webley as he was the one who showed me the products.
2. What do you think your audience knows?
Mr. Kim may know about the initial purchase and the interaction with Mr. Webley
who facilitated the sale. However, he may not know about the technical issues and
the absence of customer support.
3. What do you think your audience needs to know?
The sales manager needs to know about problems I have when using their
product, the software issues and how the printer did not heed to the commands I
entered. They also need to know about the rude customer support person and how
I may involve a lawyer if they do not take action immediately.
4. What do you think the audience wants to know?
The audience likely wants to know about all the problems I have faced using their
product and the actions I expect the company to take in resolving all my issues.

Purpose

1. What is your purpose?

My primary purpose is to communicate to Mr. Kim and the company the
frustrations and problems I have encountered when using their products. I also
want to make it clear that they need to provide a solution as or they should give
me a refund.
2. If you have a secondary purpose, what is it? (Hint: Think long term).
My secondary purpose maybe to urge ACME to improve their customer support,
product quality and to train their staff so that going forward more customers are
not inconvenienced and the company can have a better image as a reliable
company.

Product

1. What product might you have chosen instead of a letter?

I could have used an e-mail as in today’s modern day they are received more
quickly and efficiently. Moreover, I could have requested a face to face meeting
with the sales manager so that he could address my concerns immediately.
 2. Why have you chosen to use a letter? (Hint: You might have more than one
reason.)
I have chosen a letter as the mode of communication as I can express my
concerns and frustrations in a structured and formal manner which can be
documented by the company as a formal complaint. Furthermore, it can be shared
with my lawyer and be used as evidence if the company does not respond well.
3. What kind of tone will you use?
When I was in an angry state of mind, I vented all my frustrations on the paper
which may have not been received well by the sales manager. So, in my revised
letter I will make sure to use a more professional and composed tone which is
likely to be received well by the company.
4. How technical should your letter be?
My letter should convey my concerns as simply and concisely as possible so that
my complaint is dealt with without any problems. Furthermore, some technical
jargon can be used but it is better in this case to be as straightforward as
possible.

Letter to Mr. Kim

Last month we purchased a computer from you, sold to us by Mr. Webley, a salesperson in
your shop. He came to our house after we called him to come over. We spoke with him for a
couple of hours, gave him coffee, and eventually decided to buy the PB-2 "User-Friendly
Package" that he showed us in the many pages of advertising material he had brought.

When the merchandise arrived two days later, the person who came said he replaced Mr.
Webley on Fridays. He really didn't seem to know what he was doing. He kept referring to
the manuals that came with the package, and he wore a continual worried look while trying to
make little jokes about the complex technology we have in our lives now. Eventually he
seemed to get it all working and left. By then it was 8 p.m., some three hours since he'd
arrived.

The next morning, I had some spreadsheets to do. As I told Mr. Webley before he suggested
the PB-2 package, I've had quite a bit of experience with the old Lotus 1-2-3. So, I bought a
copy of Office from Acme, as part of the package, along with Quicken, Quake, Encarta, and
Front Page.

Unfortunately, I had one system error after another (I think that's what they were), never did
get my work finished, and, to top it off, found the printer-the Printomatic 554, also part of the
package-wouldn't accept the commands I keyed.

No one was at the service number Mr. Webley provided when I called that afternoon-a
Saturday-nor the next day. On Monday, someone answered but got quite rude when I told my
story and demanded that Acme either arrange for real support for its customers or pick up its
lousy equipment and give me my money back! After that call, I gave up trying to contact
anyone and wrote this on my typewriter, not on your shoddy computer! I better hear from you
in the next couple of days, or you'll be hearing from my lawyer, who's getting a copy of this
letter too.