Business Communication: Email, Instant Message, and Text Assignment

This assignment is divided into three parts, focusing on effective business communication. Part 1 requires writing a professional email to the director of nursing at a hospital, addressing concerns about declining discipline among nurses. Part 2 involves analyzing an instant messaging conversation between a customer service representative and a potential customer, evaluating the representative's performance, and rewriting the conversation to improve customer service. Part 3 tasks the student with crafting a text message or tweet to promote a sale by a retail company, adhering to the conventions of text messaging and social media. The assignment emphasizes the practical application of communication principles in a business setting.

Writing Assignment: Email, Instant Message, and Text Message
Introduction: This is a three-part assignment. You must do all three parts of it.
Part 1. Email Assignment
Write an email of at least three paragraphs to the director of nursing at a large, urban hospital with
copies to all nursing staff. You are the hospital’s Vice President for Human Resources and you are
concerned about what you regard as declining discipline among nurses in the facility. Be sure to follow
the writing principles discussed in class and in your textbook.
Part 2. Instant Message Assignment:
A. First read the following log of a live IM chat between a customer-service representative and a visitor
to an Orlando car dealership’s Web site.
B. Then, discuss how the customer service representative, Mark, could have made this interaction with a
customer, Mr. Kim more effective.
C. Finally, rewrite Mark’s responses to Mr. Kim’s queries in light of our class discussions and the readings
in your text.
Dealer rep: Hey, I’m Mark. How’s it goin? Welcome to Fields BMW South Orlando!
Customer: ??
Dealer rep: I’m supposed to provide live assistance. What can I do you for?
Customer: I want to buy a car.
Dealer rep: May I have your name first?
Customer: Young Jae Kim
Dealer rep: Whoa! Is that a dude’s name? Okay. What kind? New inventory or preowned?

Customer: BMW. 2014 model for family and for business purposes.
Dealer rep: New, then, huh? Where are you from?
Customer: What car you have?
Dealer rep: We got some that will knock your socks off.
Customer: I want a green car that is fuel-efficient.
Service rep: My man, if you can’t afford the gas on these puppies, you shouldn’t buy a Beemer, you
know what I mean? Or ya want green color?
Customer: ?
Dealer rep: Okey doke, we got a full lineup. Which series, 3, 5, 6, or 7? Or an X3 or X5? A Z4 convertible?
Customer: BMW i ActiveE.
Dealer rep: Nope. Is that the electric car? Oh I don’t recommend those. We got two regular 550i, one for
$69,895 and one for $72,020
Customer: European delivery?
Dealer rep: Oh, I know zip about that. Let me find someone who does. Can I have your phone number
and e-mail?
Customer: I prefer not get to a phone call yet... but 407-484-6356 is my phone number and yjkim@t-
tech.net is my email

Dealer rep: Awesome. We’ll give you a jingle back or shoot you an email pronto! Bye.
Part 3: Text message or tweeting assignment
Write a text message or a tweet that alerts customers (or potential customers) of an impending sale by
your retail company, XYZ store, of mounted ibex heads for wall display (okay, I thought we might have
fun with this item!!) Once again, your message should follow the rules, conventions, and norms for text
messages discussed in the book and in class.