Philip Vassallo, Ed.D.
Writing Management, Design, Instruction, and Assessment

Case Studies

CASE STUDY 1: CUSTOMER SERVICE LETTER WRITING

 

Client A major agency of the City of New York

 

Situation The Vice-president of Customer Service requested a writing training program for her 168 correspondents. She said, "I have two aims: speed and quality. Right now my staff manages 6 cases a day, including researching and writing. If you get that average up to 7 a day, we will have a return on investment in no time. Also, most of them have trouble writing in Standard English, which means their managers spend as much time editing letters as they do managing cases. We need a significant reduction in errors of grammar and style."

 

Approach Philip Vassallo, Ed.D. designed Customer Service Writing:

  • The 5-week course met weekly for 3.5 hours each session. Group A would meet in the morning and Group B would meet in the afternoon.
  • Enrollment was limited to 6 participants per group to ensure instantaneous and comprehensive feedback for each participant.
  • The curriculum included review activities on purposeful messages, organizaed paragraphs, clear and concise sentences, and grammar, diction, and punctuation.
  • During the first four sessions, participants drafted responses to a unique customer letter based on a work-related situation for in-class review.
  • Between sessions, participants would email the second draft to the instructor for a detailed review.
  • The fifth session inluded a comprehensive review of the course material and individual conferences to discuss with particpants their individualized writing assessment, which summarized learned skills and areas of continued improvement. The Vice-president received a copy of all assessments.
  • The program ran for 28 groups to include all correspondents.

 

Result Mission accomplished. The Vice-president commented that she saw a marked increase in output from the Correspondence Unit and a noticeable improvement in the writing quality of most of her staff. In addition, she targeted some of her correspondents for promotion based on their performance in the course.

CASE STUDY #2: ENGLISH AS A SECOND LANGUAGE

Client A global asset management firm

 

Situation The Director of Talent Management requested an intensive training program in spoken and written communication for an Information Technology team of eight highly educated, deeply skilled professionals who were nonnative speakers of English. Their positions required them to brief senior managers on system-wide failures and inconsistencies in data management, but their limited training in English and relative inexperience in high-level reporting created critical communication challenges for the organization. Since their positions were vital to the firm, they would not be able to leave regularly for training.

 

Approach Philip Vassallo, Ed.D. designed Business Communication for Managers:

  • The course ran 12 three-hour sessions once a week after hours, from 5:30 p.m. to 8:30 p.m.
  • The course materials were customized to address the needs of the ESL adult learner.
  • The 11 written assignments included a product or article review, policy announcement, analytical report, standard operating procedure, meeting minutes, root-cause analysis, internal proposal, executive summary, management briefing, and requests and response in tone-sensitive situations.
  • Individual, confidential consultation between the participant and instructor occurred three times during the course.
  • The instructor was available to participants by email or phone for the duration of the program.

 

Result Management reported a marked improvement in the quality of the participants' written and spoken presentations. Several began briefing more regularly. Participants continued developing their communication skills by follow-up activities prescribed by the instructor. 
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