MPU2.

2WPP/APR2025/T3

Tutorial 3

Question 1

Situation

Fordham University sent acceptance letters to 2500 students by mistake. Fordham’s apology
email to students is shown here:

To:

From:
Subject:

We regret that the FAFSA completion and early award program email you received this
evening from our partner Student Aid Services (SAS) erroneously congratulated you on
your admission to Fordham. We are very sorry for the misinformation and any confusion
this may have caused. Please disregard that communication; it is not an accurate reflection
of your admission status.

Your admission decision will be available December 12th at 3.00p.m. EST. Please access
your decision by logging into your Online Applicant Portal.
Again, I sincerely apologize for this error and any confusion it has caused.

Sincerely,

John W. Buckley
Associate VP for enrolment

Task

Imagine that you are the head of enrolment at Fordham University, and you are responsible
for handling fallout from the acceptance letter mistakenly sent to applicants.

When you check your email, in addition to dozens of emails from frustrated students and
parents, you see this message from local reporter:
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To: Courtney Miller

From: Carla Rubio

The Treleaven Weekly is planning a short article in tomorrow’s paper about the acceptance
letters that were sent to applicants by mistake. Would you like to comment on this?

If so, please email your response to me by 5.00 pm today.

Carla Rubio,
Staff Reporter

You decide to respond so that the article will include your perspective.

Answer the questions below

1. What is the purpose of your message? 2marks

To publicly acknowledge the mistake, clarify the actual admission process, and restore trust
in Fordham University’s communication and admission protocols.

2. Describe your primary audience. 2 marks

The primary audience is Carla Rubio, the staff reporter for The Treleaven Weekly, who will
publish an article based on the response.

3. Do you have other audiences for your email? If so, describe these groups. 3marks

There is 3 different groups of audience which is prospective students and parents to read the
article and seek reassurance, also the general public to judge the university’s credibility, last
is university stakeholders, such as faculty, board members, and donors, who expect
responsible handling of public incidents.

4. Considering your purpose, what are your main points for the response to the reporter ?
6marks

My main points for the purpose to the reporter is acknowledge the mistake and express
sincere regret. Second, clarify that the erroneous emails were sent due to a third-party system
error. Thirdly, confirm that no admissions decisions were prematurely made. Fourth, reiterate
the official decision release [Link], emphasize the university’s commitment to
transparency and applicant care. Lastly, outline steps taken to prevent similar future incidents.
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5. What medium will you use for your message? 2marks

Question 2

Your company operates a number of coffee shops located in hospitals and other large public
buildings. The company is acutely aware of allergies and other dietary issues that can have a
negative impact on customers. Though you take all steps necessary to reduce cross
contamination of nuts (in fact, you no longer sell any products with nut traces), there are
occasional problems with lactose intolerance.

A customer has just emailed you complaining of persistent vomiting after drinking one of
your lattes made with soya milk. She infers that it was contaminated with cow’s milk. You
know this cannot be the case as different machines are used and thus, have refuted the claim.
However, as per company policy, you need to alert your staff about the issue. Write a
simplified memo to your staff to inform them about the complaint you received and remind
them the importance of following food safety guideline. Use appropriate approach, language
and tone to write your memo. Your memo should be in about 100-150 words

Subject: Reminder on Food Safety and Recent Customer Complaint

Dear Team,

We’ve received a customer complaint regarding a latte made with soya milk, which allegedly
caused an allergic reaction. The customer suspects contamination with cow’s milk. While our
separate machines ensure this should not happen, we must remain vigilant.

Please remember to:

• Strictly use dedicated equipment for each type of milk.

• Double-check all labels before serving.

• Clean workstations thoroughly to avoid cross-contact.

Food safety is our top priority. Even minor mistakes can affect our customers’ health and
trust. Let’s stay alert and maintain our high standards.
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Thank you for your commitment.

Best regards,
Jasmine Quek
Operations Manager

Question 3
You recently bought a smartphone while travelling overseas. When you got to your
destination you discovered that some important items were missing from the box. Write a
letter to the local representative of the company. Use correct approach and tone to write
your letter. Your letter should be in about 200-250 words.

Jasmine Quek
17, Jalan Setia Utama,
Setia Alam 40170.
Adt2404336@[Link]
16 Apr 2025

Customer Service Manager

Dear Sir/Madam,

I am writing to express my concern regarding a smartphone I recently purchased during my

I purchased the iPhone15 Pro Max from your authorized store in Australia on 15 April 2025.
The packaging was sealed, so I did not expect any missing contents. This has caused me
significant inconvenience as I am unable to use the phone properly.

I kindly request that the missing items be provided to me or that appropriate compensation be
arranged. I have attached a copy of my receipt for your reference.

I appreciate your prompt attention to this matter and look forward to a swift resolution.

Yours sincerely,
Jasmine Quek.
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