would involve administration — applications B u s i n e s s F i n a n c e

would involve administration — applications B u s i n e s s F i n a n c e

This is the communication necessary in conducting the company’s business.

The suggestions for writing these messages are much the same as for those types previously discussed. The need for clarity, correctness, and courtesy should guide these efforts.

To write this message, writers should do the following:

  • Organize using the indirect order and the message plan(s) for a refused request message
  • Use a strategic buffer that is neutral and/or positive
  • Present the bad news positively
  • Choose the appropriate tone (casual, moderately formal, or formal)
  • Be clear and courteous
  • Order the information logically
  • Offer an alternative solution
  • Close in a way that is positive and builds goodwill

Write the message to meet the indirect-order message plan for a Refused Request message (appropriate document format/open/body/close) and appropriate writing style


Ashley Arnett, a hard-working bank teller, has sent a request asking that the company create a program to reimburse the tuition and book expenses for employees taking college courses. Although some companies have such a program, First Federal has not felt that it could indulge in such an expensive employee perk. Moreover, the Chief Executive Officer is not convinced that companies see any direct benefit from such a program. Employees improve their educational credentials and skills, but what is to keep them from moving that education and skill set to another employer?

First Federal has over 200 employees. If even a fraction of them started classes, the company could see a huge bill for the cost of tuition and books. Because the bank is facing stiff competition and its profits are sinking, the expense of such a program is out of the question. In addition, it would involve administration–applications, monitoring, and record-keeping. It’s just too much of a hassle. When employees were hard to hire and retain, companies had to offer employment perks. But with a soft economy, such incentives are unnecessary.

As director of Human Resources, send an individual response to Ashley Arnett. The answer is a definite no, but you want to soften the blow and retain the loyalty of this conscientious employee.

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