Purpose: Most businesses want to know when something is wrong with their products or services so they can correct the matter and satisfy their customers. Response back to a customer complaint should seek to address your customer’s concerns without dismissing their complaint. Instructions: 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 Scenario: You are the owner of Beauty Lawn – a professional lawn-mowing service checking your email when you read the email message below. Your task is to write a response back to the customer using the lessons learned in this module. Remember to determine the document format you should use to respond. Oopsit looks like one of the mowing teams at your company (Beauty Lawn) made a mistake. A new customer’s yard is big and hilly, and she just doesn’t have the time and energy right now to maintain it herself. She finally sprang for a professional lawn-mowing service, but the first visit from BeautyLawn did not go well. Yes, the grass looks nice, and the crew trimmed nicely around the edgesbut they also mowed over the very area the customer asked them not to mow, the hill where her daffodils were just starting to come up. The crew chief, while respectful and hard-working, did not seem to understand English very well. You suspect that even though he wanted to be accommodating, he simply didn’t understand the instructions you gave him. The customer wrote BeautyLawn a persuasive claim in which she explained what happened and requests that this first yard service be at no charge, given that she won’t be enjoying her daffodils this year. Your customer’s request for an adjustment is reasonable, so you’ll grant it. You’re just happy the damage wasn’t any worse. What else might make this new customer feel that he chose the right lawn care company and that such errors will not be likely in the future? Say whatever you think appropriate to retain his loyalty and restore his confidence in Beauty Lawn’s expertise. Explanation & Answer: Communication Letter Tags: communication strategy Communicating Different Messages beauty lawn company User generated content is uploaded by users for the purposes of learning and should be used following Studypool’s honor code & terms of service.
Reference List: Basic Rules
Note: This page reflects the latest version of the APA Publication Manual (i.e., APA 7), which released in October 2019. The equivalent resource for the older APA 6 style can be found here.
This resource, revised according to the 7th edition APA Publication Manual, provides fundamental guidelines for constructing the reference pages of research papers. For more information, please consult the Publication Manual of the American Psychological Association, (7th ed.).
Note: Because the information on this page pertains to virtually all citations, we’ve highlighted one important difference between APA 6 and APA 7 with an underlined note written in red.
Formatting a Reference List
Your reference list should appear at the end of your paper. It provides the information necessary for a reader to locate and retrieve any source you cite in the body of the paper. Each source you cite in the paper must appear in your reference list; likewise, each entry in the reference list must be cited in your text.
Your references should begin on a new page separate from the text of the essay; label this page “References” in bold, centered at the top of the page (do NOT underline or use quotation marks for the title). All text should be double-spaced just like the rest of your essay.
Basic Rules for Most Sources
- All lines after the first line of each entry in your reference list should be indented one-half inch from the left margin. This is called hanging indentation.
- All authors’ names should be inverted (i.e., last names should be provided first).
- Authors’ first and middle names should be written as initials.
- For example, the reference entry for a source written by Jane Marie Smith would begin with “Smith, J. M.”
- If a middle name isn’t available, just initialize the author’s first name: “Smith, J.”
- Give the last name and first/middle initials for all authors of a particular work up to and including 20 authors (this is a new rule, as APA 6 only required the first six authors). Separate each author’s initials from the next author in the list with a comma. Use an ampersand (&) before the last author’s name. If there are 21 or more authors, use an ellipsis (but no ampersand) after the 19th author, and then add the final author’s name.
- Reference list entries should be alphabetized by the last name of the first author of each work.
- For multiple articles by the same author, or authors listed in the same order, list the entries in chronological order, from earliest to most recent.
- When referring to the titles of books, chapters, articles, reports, webpages, or other sources, capitalize only the first letter of the first word of the title and subtitle, the first word after a colon or a dash in the title, and proper nouns.
- Note again that the titles of academic journals are subject to special rules. See section below.
- Italicize titles of longer works (e.g., books, edited collections, names of newspapers, and so on).
- Do not italicize, underline, or put quotes around the titles of shorter works such as chapters in books or essays in edited collections.
Basic Rules for Articles in Academic Journals
- Present journal titles in full.
- Italicize journal titles.
- Maintain any nonstandard punctuation and capitalization that is used by the journal in its title.
- For example, you should use PhiloSOPHIA instead of Philosophia, or Past & Present instead of Past and Present.
- Capitalize all major words in the titles of journals. Note that this differs from the rule for titling other common sources (like books, reports, webpages, and so on) described above.
- This distinction is based on the type of source being cited. Academic journal titles have all major words capitalized, while other sources’ titles do not.
- Capitalize the first word of the titles and subtitles of journal articles, as well as the first word after a colon or a dash in the title, and any proper nouns.
- Do not italicize or underline the article title.
- Do not enclose the article title in quotes.
- So, for example, if you need to cite an article titled “Deep Blue: The Mysteries of the Marianas Trench” that was published in the journal Oceanographic Study: A Peer-Reviewed Publication, you would write the article title as follows:
- Deep blue: The mysteries of the Marianas Trench.
- …but you would write the journal title as follows:
- Oceanographic Study: A Peer-Reviewed Publication
- So, for example, if you need to cite an article titled “Deep Blue: The Mysteries of the Marianas Trench” that was published in the journal Oceanographic Study: A Peer-Reviewed Publication, you would write the article title as follows:
Please note: While the APA manual provides examples of how to cite common types of sources, it does not cover all conceivable sources. If you must cite a source that APA does not address, the APA suggests finding an example that is similar to your source and using that format. For more information, see page 282 of the Publication Manual of the American Psychological Association, 7th ed.
