Elements of Bad News Letters
12/20/2004A typical bad news message often contains the following elements, often in the following order.
Writers generally don't begin bad news messages with a buffer if the bad news is something routine that's not likely to upset the reader (sorry but we're temporarily out of stock on that item) or if they must send a very strong negative message (a cease and desist letter telling a collection agency to leave you alone). Some writers (myself included) generally don't use buffers when giving bad news since they feel a buffer can sound phony, and it's better to get the negative message out and over with in unmistakable terms rather than shilly shalling. If you are of this opinion, simply begin your letter with the negative message and omit the buffer. But watch out. You don't want to be overly negative. But then again, you don't want to completely mislead your reader with an irrelevant buffer that might indicate good rather than bad news. Finally, don't think that the above list of elements are a rigid set of directions for all bad news letters. Use your own judgment. Sometimes, it's a good idea to dispense with the buffer. Other times, you should at least hint at the positive alternative in your opening before detailing the reasoning behind the bad news in order to ensure that your reader won't become discouraged before reading your entire document.
- a buffer--a neutral and thus non threatening introduction to the topic.
- the bad news--be clear here. Sometimes people are so reluctant to deliver the bad news that they fail to articulate the negative message clearly, and hence, run the danger of having their bad news mistaken for good news.
- the reasoning behind the bad news--here don't fall back on bureaucratic reasons (sorry but that's just our policy). Instead, give reasons that make sense (what's the reasoning behind that policy?).
- alternatives to the bad news--not always possible, but good to provide when they are. People don't like to feel trapped between a rock and a hard place, or to be given a choice between two negative things.
- a closing that is as upbeat as possible given the situation. You may apologize for any inconvenience you may have caused, or, if you're sending a very strong negative message, restate that message.
Considerations About Your State of Mind While Writing a Bad News Letter