Academic literature on the topic 'Letter of complaint'
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Journal articles on the topic "Letter of complaint"
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Yan Puspitarani and Yenie Syukriyah. "Utilization of OCR and text feature extraction to create a database of labour complaints." Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) 4, no. 4 (August 17, 2020): 704–10. http://dx.doi.org/10.29207/resti.v4i4.2107.
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The examination of complaints of labor violations is part of the main activity of the labor inspection section within the Department of Manpower. Monitors will examine companies that are considered to have violated labor laws based on a letter of complaint sent by the relevant union organization or legal aid agency. The easy way to communicate at this time, making the submission of complaint letters can be directly sent in the form of images through electronic media such as whatsapp or email. This makes it difficult for administrative staff to recapitulate incoming complaints because they have to read and enter data manually into the system. Therefore, this research was conducted to create a system that utilizes OCR technology and text feature extraction to be able to input complaints data automatically. This research resulted in a prototype of letter input and a database of letter storage that can be further utilized for Data Mining and Business Intelligent. OCR implementation is done by using the Tesseract library while the text feature selection utilizes the Natural Language Toolkit (NLTK) library. The results of testing of the prototype showed an accuracy of 66.7% of the OCR results and 91.67% of the manually typed letters.
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Cobb Walgren, Cathy. "Kids complain – do companies respond?" Young Consumers 17, no. 4 (November 21, 2016): 299–320. http://dx.doi.org/10.1108/yc-02-2016-00583.
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Purpose Most of the research on children’s consumer behavior focuses on pre-purchase processes, with brand choice typically being the last stage investigated. This paper aims to examine the outcome of children’s purchase decisions, with an emphasis on dissatisfaction and outcome resolution. Of particular interest was the comprehension level of the corporate communication and the extent to which clear, understandable communication influenced children’s ultimate satisfaction. Design/methodology/approach Eighty-seven children wrote authentic letters of complaint to manufacturers about a recent product purchase. The study examined what happened after the children complained – i.e. how companies responded to children, and how satisfied children were with the resolution and the overall complaint handling process. Two widely regarded readability formulas were used to measure the complexity of the written correspondence. Findings The present study suggests that child complainants are the most concerned with the bottom-line results of their communication efforts. Like adults, they want the problem corrected. Unfortunately, the majority of children did not feel fully satisfied with the corporate complaint handling process. Over one-third of the companies in the sample did not even bother to respond to children’s legitimate complaints, despite the fact that each child specifically asked the company to write back. Those firms which did were more likely to respond with a letter only than with a letter plus add-on. And the corporate letters, by and large, were written at an educational level which would preclude full understanding by the child. Research limitations/implications Because consumer complaint behavior is not randomly distributed in the population, the use of probability sampling was precluded. Published studies which have used consumer complaint letters as the data collection method have relied primarily on convenience sampling. In the present study, judgmental sampling was used to select children participants. Three criteria were applied. Children had to be aged between 10 and 13 years. Children had to have experienced dissatisfaction with a product purchase made over the previous six months. Children could not have taken any public action to resolve their dissatisfaction. But they had to be willing to write a letter of complaint at this point. It was considered of utmost importance that the letters used in this study be authentic. They had to be composed and penned by the children themselves. This criterion, coupled with the fact that the complaints were legitimate, avoided the obvious ethical dilemma associated with the use of fabricated letters. Practical implications It seems ironic that in the present era of consumer consciousness, corporations do not place greater emphasis on truly communicating with their customers, where communication is viewed as a process of establishing shared meaning. How can there be shared meaning when the message sender fails to consider the characteristics of the receiver – characteristics such as age and cognitive development? Businesses may argue that their corporate communication policies and practices are based on a concern for cost efficiency. This argument carries little merit, unfortunately. Even the federal government, through the Plain Writing Act of 2010, acknowledges the importance of using common, everyday words and plain English in all written documents. Social implications On the surface, American businesses state that they welcome customer feedback. The comments of children are more sought after now than ever before, particularly in the area of advertising and new product development. But the results of this study show that companies have a long way to go before they can claim to be truly receiver-oriented in their managerial communication policies. Perhaps this is why consumers – certainly child consumers – are only beginning to believe that when kids complain, companies will respond. Originality/value The vast body of complaint research focuses almost exclusively on adults. Despite their sophistication and marketing literacy, children are not miniature adults. It is not known whether the same models and findings with respect to adult complaint behavior apply to children. Unfortunately, there are very few studies of children’s complaint behavior and corporate responses.
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Shukla, P. K. "The Complaint Letter and Response." Business Communication Quarterly 61, no. 4 (December 1998): 107–8. http://dx.doi.org/10.1177/108056999806100413.
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Taylor, D. Robin, Janet Bouttell, Jonathan N. Campbell, and Calvin J. Lightbody. "A case-controlled study of relatives’ complaints concerning patients who died in hospital: The role of treatment escalation/limitation planning." International Journal for Quality in Health Care 32, no. 3 (March 18, 2020): 212–18. http://dx.doi.org/10.1093/intqhc/mzaa008.
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Abstract Objectives To independently assess quality of care among patients who died in hospital and whose next-of-kin submitted a letter of complaint and make comparisons with matched controls. To identify whether use of a treatment escalation limitation plan (TELP) during the terminal illness was a relevant background factor. Design The study was an investigator-blinded retrospective case-note review of 42 complaints cases and 72 controls matched for age, sex, ward location and time of death. Setting The acute medical and surgical wards of three District General Hospitals administered by NHS Lanarkshire, Scotland. Participants None. Intervention None. Outcome measures Quality of care: clinical ‘problems’, non-beneficial interventions (NBIs) and harms were evaluated using the Structured Judgment Review Method. Complaints were categorized using the Healthcare Complaints Analysis Tool. Results The event frequencies and rate ratios for clinical ‘problems’, NBIs and harms were consistently higher in complaint cases compared to controls. The difference was only significant for NBIs (P = 0.05). TELPs were used less frequently in complaint cases compared to controls (23.8 versus 47.2%, P = 0.013). The relationship between TELP use and the three key clinical outcomes was nonsignificant. Conclusions Care delivered to patients at end-of-life whose next-of-kin submitted a complaint was poorer overall than among control patients when assessed independently by blinded reviewers. Regular use of a TELP in acute clinical settings has the potential to influence complaints relating to end-of-life care, but this requires further prospective study.
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Akın, Yiğit. "RECONSIDERING STATE, PARTY, AND SOCIETY IN EARLY REPUBLICAN TURKEY: POLITICS OF PETITIONING." International Journal of Middle East Studies 39, no. 3 (August 2007): 435–57. http://dx.doi.org/10.1017/s0020743807070547.
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On 4 February 1934, the secretary-general of the Republican People's Party (RPP) received an utterly distressed letter penned by Kerimoğlu Ethem, a young waiter employed at the restaurant of Şakir Usta, located in the small western Anatolian town of Bergama. Ethem's letter contained harsh complaints about the head of the RPP's Bergama branch, who had sworn at the waiter and beaten him because of a minor problem with service. “Except a few loyal supporters, no one likes him in Bergama,” wrote Ethem, “but people are afraid of raising complaints against him as he is the head of the party. I write to inform you about this immoral man, who degrades the esteem of the party in Bergama and openly defies the government's authority.” Upon receiving Ethem's letter, the secretary-general immediately ordered party inspectors to investigate the allegations. Ethem's complaint was just one among many that flooded the secretary-general's mailbox during the early 1930s.
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Hartford, Beverly, and Ahmar Mahboob. "Models of discourse in the letter of complaint." World Englishes 23, no. 4 (November 2004): 585–600. http://dx.doi.org/10.1111/j.0083-2919.2004.00378.x.
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Schaefer, Kelly A. "Response-to-Complaint Letter as a Rhetorical Genre." IEEE Transactions on Professional Communication 53, no. 2 (June 2010): 158–63. http://dx.doi.org/10.1109/tpc.2010.2046089.
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Biskupski, Jacek. "Skarga parafian ślesińskich na proboszcza Wacława Rybarskiego z roku 1929." Polonia Maior Orientalis 8 (December 30, 2021): 281–92. http://dx.doi.org/10.4467/27204006pmo.21.015.15466.
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Edycja źródłowa prezentuje skargę mieszkańców Ślesina na proboszcza Wacława Rybarskiego wystosowaną do biskupa włocławskiego Karola Mieczysława Radońskiego w roku 1929. Mieszkańcy w piśmie skarżyli się na działalność ks. Wacława Rybarskiego, który ich zdaniem poniżał ich z ambony i niektórych z mieszkańców prześladował. Artykuł ponadto zawiera próbę ukazania panujących wówczas relacji pomiędzy parafianami a proboszczem. Complaint of Parishioners from Ślesin Against the Parish Priest Wacław Rybarski from 1929 The source edition presents a complaint of the inhabitants of Ślesin against the parish priest Wacław Rybarski addressed to the bishop of Włocławek, Karol Mieczysław Radoński in 1929. The inhabitants of the letter complained about the activities of Fr. Wacław Rybarski, who, in their opinion, humiliated them from the pulpit and persecuted some of the inhabitants. The article also attempts to show the relations between parishioners and the parish priest at that time.
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Kuswantoro, Agung, and Kuatina Nur Aini. "Perkembangan Surat Niaga di Era Distrupsi (Studi Kasus Di Perusahaan Jasa PT JNE)." EFISIENSI - KAJIAN ILMU ADMINISTRASI 16, no. 1 (April 17, 2019): 69–77. http://dx.doi.org/10.21831/efisiensi.v16i1.24478.
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Tujuan penelitian ini adalah untuk mengetahui surat-surat niaga yang masih digunakan di era disrupsi, dalam berkomunikasi dengan supplier dan konsumen. Metode penelitiannya adalah kualitatif deskriptif. Setting penelitian dalam penelitian ini yaitu perusahaan jasa Agen JNE Menoreh, Semarang. Subjek penelitian ini adalah pegawai JNE. Teknik pengumpulan data dilakukan dengan wawancara dan observasi. Hasil penelitiannya adalah surat-surat niaga yang masih digunakan di era disrupsi pada JNE dari ke-13 surat niaga, hanya ada 2 jenis surat yang digunakan secara manual yaitu surat tagihan dan surat klaim. Ada 11 surat yang tidak dipakai di JNE yaitu surat perkenalan, surat pesanan, surat balasan klaim, surat permintaan penawaran, surat perjanjian kerjasama, surat pengiriman barang, surat balasan pesanan, surat penawaran, surat adjustment, surat konfirmasi pesanan, dan surat penangguhan pembayaran. Surat-surat niaga yang sudah tidak digunakan lagi dalam JNE digantikan menggunakan bukti-bukti trasaksi dari aplikasi media elektronik dan aplikasi. Saran dalam penelitian ini, bahwa di era disrupsi diharapkan dalam menggunakan fasilitas teknologi komunikasi dalam korespondensi, karena melalui teknologi komunikasi dapat mempermudah dalam pekerjaannya. Kata kunci: Surat Niaga, Era Disrupsi, JNE Abstract: Development of Commerce in the Distorted Era (Case Study in PT JNE Service Company). This study aims at knowing business letters which are still used and applicable at the disruption era to communiate with suppliers and customers. The design of study was qualitative descriptive. Further, the study was conducted in JNE agent, Menoreh Semarang with its staff as the subject. To collect the data, interview and observation were employed. Then, the finding show that there only 2 (two) of 13 business letters which are still applicable and written manually nowdays. Those two letters are bills and claim letter. The JNE agent has dropped 11 business letters; they are sales letter inquiry letter, order letter, reply to inquiry, reply to order, dispatch letter, complaint letter, adjusment letter, MoU, letter for confirming the payment, letter of payment deferral. JNE has implemented online system for replacing most of manual business letters. The evidences from the online transaction are used instead of the manual ones. Finally, in this disruption era, up to date technology and information such as online application and system should be implemented by businessmen as they can be easier and efficier in doing the business Keyword: Business Letters, Disruption Era, JNE
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Finch, Byron, and Peter Salzarulo. "The Customer Complaint Letter: A Student Exercise in Six Sigma." Decision Sciences Journal of Innovative Education 9, no. 2 (May 2011): 307–14. http://dx.doi.org/10.1111/j.1540-4609.2011.00309.x.
Full textDissertations / Theses on the topic "Letter of complaint"
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Melo, BÃrbara OlÃmpia Ramos de. "Letramento e apropriaÃÃo do gÃnero textual carta de reclamaÃÃo no contexto da educaÃÃo de jovens e adultos." Universidade Federal do CearÃ, 2009. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=2747.
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Conselho Nacional de Desenvolvimento CientÃfico e TecnolÃgicoOs estudos sobre os modos como se constroem as prÃticas de ensino-aprendizagem dos gÃneros textuais em contexto escolar tÃm sido objeto de vÃrios questionamentos. Neste estudo, investigamos a apropriaÃÃo do gÃnero textual carta de reclamaÃÃo, por alunos dos 3Â e 4Â blocos da EducaÃÃo de Jovens e Adultos, participantes e nÃo-participantes de uma sequÃncia didÃtica, matriculados em duas escolas pÃblicas municipais de Teresina-PI, com o objetivo de verificar quais elementos do gÃnero textual em estudo os alunos aprendem por meio de atividades estruturadas para este fim. Foi objetivo nosso tambÃm investigar a influÃncia que os eventos de letramento exercem sobre a apropriaÃÃo da escrita. As turmas selecionadas funcionaram como grupo controle e experimental. No primeiro, a produÃÃo escrita aconteceu como uma das atividades feitas pelo professor da turma, ou seja, foi seguido o planejamento da escola. No segundo grupo, atuamos tambÃm com a funÃÃo de professora e desenvolvemos uma sequÃncia didÃtica. ApÃs as anÃlises quantitativas e qualitativas dos textos de ambos os grupos, verificamos que o desenvolvimento do tema, a continuidade tÃpica, os articuladores discursivo-argumentativos, as relaÃÃes discursivas e as modalizaÃÃes tiveram sua aprendizagem facilitada e contribuÃram para a construÃÃo do sentido nas produÃÃes dos alunos do grupo experimental. Tais aspectos nÃo foram constatados nos textos produzidos pelos alunos do grupo controle. Sobre a relaÃÃo entre os eventos de letramento de que os sujeitos participam e a apropriaÃÃo da escrita, constatamos que, quanto mais significativa a participaÃÃo dos sujeitos em eventos de letramento nas suas variadas rotinas comunicativas, mais fluÃncia eles demonstraram na construÃÃo do gÃnero textual em estudo. Do ponto vista mais propriamente teÃrico, o trabalho buscou conjugar contribuiÃÃes dos estudos aplicados voltados para questÃes de ordem didÃtico-pedagÃgica com estudos enunciativo-discursivos, fundados em uma concepÃÃo dialÃgica da linguagem tal qual proposta no pensamento bakhtiniano
Studies on how textual genres teaching-learning practices are built in the classroom have been the object of many questions. In this study, we investigated the appropriation of a complaint letter pattern by students doing the 3rd and 4th semesters on the Youth and Adult Education programme, participating or not in didactic sequences, enrolled in two public municipal schools in Teresina-PI, aiming to identify which elements of textual genres were learnt by using activities designed to this end. Our goal was also to investigate the influence the events of literacy have on the appropriation of writing. The selected classes worked as control and experimental groups. On the former, written production occurred as one of the activities conducted by the teacher, that is, it was done according to school planning. On the latter, we also worked as teachers and developed a didactic sequence. After quantitative and qualitative analyses of the texts from both groups, we verified that theme development, thematic continuity, discursive-argumentative links, discursive relations and modalizations were more easily learnt and contributed to building a meaning in the experimental group studentsâ production. Concerning the relation among the events of literacy in which the subjects take part, we found out that the more significant the subjectsâ participation is in the events of literacy on its varied communicative routines, the more fluency they show on using the textual genre studied. Under a more theoretical point of view, this paper sought to evidence contributions from those applied studies concerning questions that come under didactic-pedagogic heading with enunciative-discursive studies, established on a linguistic dialogic conception as proposed by bakhtinian thinking
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Alves, Ana Paula Martins. "O discurso argumentativo em cartas de reclamaÃÃo produzidas por alunos do 4Â ano do ensino fundamental." Universidade Federal do CearÃ, 2013. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=11147.
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CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel SuperiorSegundo a Teoria da ArgumentaÃÃo na LÃngua (TAL), a argumentaÃÃo encontra-se marcada nas escolhas linguÃsticas, em que os encadeamentos argumentativos possÃveis no discurso nÃo estÃo ligados apenas Ãs informaÃÃes que elas veiculam, mas à estrutura linguÃstica dos enunciados. Assim, os sentidos dos enunciados indicam a direÃÃo da continuaÃÃo do diÃlogo, orientando o interlocutor a certo tipo de conclusÃo. Sob o ponto de vista da argumentaÃÃo na lÃngua, em que o encadeamento argumentativo està ligado à estrutura linguÃstica dos enunciados, a presente pesquisa teve como escopo investigar o desenvolvimento do discurso argumentativo na escrita do gÃnero carta de reclamaÃÃo de estudantes do 4 ano do Ensino Fundamental de uma escola pÃblica municipal de Fortaleza. De acordo com a tipologia cientÃfica, que classifica os diversos tipos de pesquisas, este estudo caracterizou-se como uma pesquisa do tipo explicativa, todavia, de base interpretativa e de carÃter descritivo, visto que a pesquisa adotou um desenho experimental, que se justifica pelo fato de se trabalhar com uma sequÃncia didÃtica e a participaÃÃo de um grupo experimental. Para a anÃlise dos dados, utilizamos os pressupostos teÃricos ducrotianos da Teoria da ArgumentaÃÃo na LÃngua (TAL), a concepÃÃo de linguagem dialÃgica baktiniana, assim como baseados em Koch (1992, 1997, 2003, 2006), identificamos e analisamos os enunciadores presentes nas cartas produzidas. A anÃlise segue procedimentos quantitativos e qualitativos. No que diz respeito ao gÃnero carta de reclamaÃÃo, seguimos os pressupostos de Schneuwly e Dolz (2004), Barton & Hall (2000), e Bazerman (2005). Inicialmente, identificamos os elementos constituintes da estrutura do gÃnero carta de reclamaÃÃo. Em seguida, analisamos os aspectos discursivos e argumentativos das cartas, momento em que verificamos o desenvolvimento do tema e a construÃÃo de sentido nas cartas de reclamaÃÃo produzidas. Por fim, examinamos os aspectos socioculturais emergentes no corpus. ConcluÃmos que a argumentaÃÃo, como um traÃo constitutivo dos enunciados, està presente nas produÃÃes dos alunos, desde cedo, e que por isso ela à legÃtima na escrita infantil. Ressaltamos, contudo, que, embora a argumentaÃÃo seja inerente à lÃngua, como postula Ducrot (1980), faz-se necessÃrio o ensino sistemÃtico desta para que os textos argumentativos infantis sejam eficazes.
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Melo, Bárbara Olímpia Ramos de. "Letramento e apropriação do gênero textual carta de reclamação no contexto da educação de jovens e adultos." http://www.teses.ufc.br, 2009. http://www.repositorio.ufc.br/handle/riufc/5897.
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MELO, Bárbara Olímpia Ramos de. Letramento e apropriação do gênero textual carta de reclamação no contexto da educação de jovens e adultos. 2009. 289f. Tese (Doutorado em Linguística) – Universidade Federal do Ceará, Departamento de Letras Vernáculas, Programa de Pós-graduação em Linguística, Fortaleza-CE, 2009.Submitted by nazareno mesquita (nazagon36@yahoo.com.br) on 2012-08-13T14:10:57Z No. of bitstreams: 1 2009_tess_ BORDEMELO.pdf: 1600395 bytes, checksum: 65b341cf7b1e67b28545e74d68fb46e4 (MD5)
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Studies on how textual genres teaching-learning practices are built in the classroom have been the object of many questions. In this study, we investigated the appropriation of a complaint letter pattern by students doing the 3rd and 4th semesters on the Youth and Adult Education programme, participating or not in didactic sequences, enrolled in two public municipal schools in Teresina-PI, aiming to identify which elements of textual genres were learnt by using activities designed to this end. Our goal was also to investigate the influence the events of literacy have on the appropriation of writing. The selected classes worked as control and experimental groups. On the former, written production occurred as one of the activities conducted by the teacher, that is, it was done according to school planning. On the latter, we also worked as teachers and developed a didactic sequence. After quantitative and qualitative analyses of the texts from both groups, we verified that theme development, thematic continuity, discursive-argumentative links, discursive relations and modalizations were more easily learnt and contributed to building a meaning in the experimental group students’ production. Concerning the relation among the events of literacy in which the subjects take part, we found out that the more significant the subjects’ participation is in the events of literacy on its varied communicative routines, the more fluency they show on using the textual genre studied. Under a more theoretical point of view, this paper sought to evidence contributions from those applied studies concerning questions that come under didactic-pedagogic heading with enunciative-discursive studies, established on a linguistic dialogic conception as proposed by bakhtinian thinking
Os estudos sobre os modos como se constroem as práticas de ensino-aprendizagem dos gêneros textuais em contexto escolar têm sido objeto de vários questionamentos. Neste estudo, investigamos a apropriação do gênero textual carta de reclamação, por alunos dos 3º e 4º blocos da Educação de Jovens e Adultos, participantes e não-participantes de uma sequência didática, matriculados em duas escolas públicas municipais de Teresina-PI, com o objetivo de verificar quais elementos do gênero textual em estudo os alunos aprendem por meio de atividades estruturadas para este fim. Foi objetivo nosso também investigar a influência que os eventos de letramento exercem sobre a apropriação da escrita. As turmas selecionadas funcionaram como grupo controle e experimental. No primeiro, a produção escrita aconteceu como uma das atividades feitas pelo professor da turma, ou seja, foi seguido o planejamento da escola. No segundo grupo, atuamos também com a função de professora e desenvolvemos uma sequência didática. Após as análises quantitativas e qualitativas dos textos de ambos os grupos, verificamos que o desenvolvimento do tema, a continuidade tópica, os articuladores discursivo-argumentativos, as relações discursivas e as modalizações tiveram sua aprendizagem facilitada e contribuíram para a construção do sentido nas produções dos alunos do grupo experimental. Tais aspectos não foram constatados nos textos produzidos pelos alunos do grupo controle. Sobre a relação entre os eventos de letramento de que os sujeitos participam e a apropriação da escrita, constatamos que, quanto mais significativa a participação dos sujeitos em eventos de letramento nas suas variadas rotinas comunicativas, mais fluência eles demonstraram na construção do gênero textual em estudo. Do ponto vista mais propriamente teórico, o trabalho buscou conjugar contribuições dos estudos aplicados voltados para questões de ordem didático-pedagógica com estudos enunciativo-discursivos, fundados em uma concepção dialógica da linguagem tal qual proposta no pensamento bakhtiniano
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Paiva, HermÃnia Maria FlorÃncio. "A produÃÃo do texto argumentativo no ensino fundamental: desenvolvendo a competÃncia escrita por meio de sequÃncia didÃtica." Universidade Federal do CearÃ, 2015. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=14944.
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CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel SuperiorA importÃncia do desenvolvimento da competÃncia escrita em nossa sociedade letrada à reconhecida por todos os professores, que vivenciam uma realidade difÃcil: alunos que se mostram desmotivados a produzirem textos escritos no contexto escolar e que respondem por resultados ainda nÃo satisfatÃrios nas avaliaÃÃes diagnÃsticas e atividades escolares. Nesse sentido, com o objetivo maior de contribuir para o desenvolvimento da competÃncia escrita dos alunos, esta pesquisa teve como intuito propor uma sequÃncia didÃtica para a produÃÃo de texto argumentativo no 9 ano. Seguindo, entÃo, pressupostos teÃricos acerca da concepÃÃo de escrita como processo (Hayes e Flower, 1981; Vieira, 2005) e do procedimento da sequÃncia didÃtica (Dolz, Noverraz e Schneuwly, 2004), esta pesquisa analisou o desempenho de alunos do 9 ano de uma escola da rede pÃblica municipal de Fortaleza, diante de atividades voltadas para o gÃnero carta de reclamaÃÃo. A anÃlise dos dados permitiu a identificaÃÃo de progressos nas produÃÃes observadas apÃs a aplicaÃÃo da sequÃncia didÃtica, comprovando a eficiÃncia do procedimento como proposta de intervenÃÃo para o ensino da produÃÃo de textos no Ensino Fundamental. Para os professores, torna-se gratificante constatar a evoluÃÃo dos alunos, motivando-os a continuarem realizando trabalhos que contribuam para o desenvolvimento das habilidades de leitura e escrita, atravÃs do ensino da produÃÃo de textos. Para os estudantes deste nÃvel de ensino, à primordial â alÃm de progredirem nessas habilidades â perceberem o avanÃo em suas produÃÃes e concluÃrem o Ensino Fundamental mais bem preparados para as prÃximas etapas escolares, conscientes de que a competÃncia escrita, assim como o conhecimento acerca dos gÃneros argumentativos, à fundamental para a formaÃÃo dos indivÃduos em uma sociedade letrada.
The significance of writing skill development among our literate society is recognized by all teachers, who have undergone a hard reality: students who seem discouraged to produce written texts, in the school context, and under results without fulfilment in diagnostic evaluations and school activities. In this regard, with the ultimate goal of contributing to the development of writing skills of students, this study aimes to propose a didactic sequence for argumentative genre production in 9th grade classes. Following, then, theoretical support based on writing concepts as the process (Hayes & Flower, 1981; Vieira, 2005) and procedure of the didactic sequence (Dolz, Noverraz & Schneuwly, 2004), this research analyzed the performance of 9th grade students of a municipal public school in Fortaleza city, on activities aimed at textual genre study of complaint letter. Data analysis has made it possible to identify the progress in writing activities observed after practicing didactic sequence, proving the efficiency of the procedure as an option of intervention for text production teaching in Elementary Education. For teachers, it is gratifying to see the progress of students, encouraging them to continue accomplishing tasks that contribute to the development of reading and writing skills through text production teaching. For students at this level of education, it is paramount - beyond having progress in these skills â they realize the advance in their own writing and finish elementary school better prepared for the next school periods, being aware that writing competence, as well as knowledge about argumentative genre is essential for the development of individuals in a literate society.
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Rocha, Debora Ferreira da. "Sequências textuais descritivas em cartas de reclamação." Pontifícia Universidade Católica de São Paulo, 2015. https://tede2.pucsp.br/handle/handle/14348.
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Previous issue date: 2015-08-11This dissertation is based in the research line of Text and speech in oral and written forms and its theme is the descriptive textual sequences in complaint letters. The general objective of this study is to contribute to a better understanding of descriptive textual sequences present in the genre complaint letters texts. The specific objectives are to identify and analyze the descriptive sequences in complaint letters and interpret their occurrence in this textual genre.In order to develop our study, we have chosen as the theoretical linguistics Textual, to deal with textual typology (TRAVAGLIA, 1991, 2002, 2004a, 2004b, 2007a, 2007b, 2007c, 2009 and 2014), descriptive genre (Marquesi, 2004) textual sequences (ADAM, 2008) and descriptive textual sequences (ADAM, 2008; Marquesi, 2011) and the theory of genres (Bakhtin, 2006 [1979]; Marcuschi (2008), to deal with the genre letter of complaint (GREGÓRIO and Cecilio 2006; MIRANDA, 2004; SILVA and LEAL, 2003; Wilson, 2001; MELO, 1999. The methodology was a review of the literature about text types and descriptive text, textual sequences and descriptive textual sequences, besides the theory that treats textual genre, with special focus on the complaint letter; establishment of categories of analysis, due to the recurrent strategies observed in the selected corpus, newspaper letters selection from the newspaper Diário de S. Paulo and analysis of the corpus according to the categories proposed in the theoretical foundation chapter. The corpus has about 22 complaint letters selected from April to July 2014, in the section A Vez e a Voz do Leitor , from the newspaper Diário de S. Paulo. The results show that the descriptive textual sequences not only indicate as well, along with other textual sequences, contribute in building the argue that the text producer has in mind
Esta dissertação está inserida na linha de pesquisa Texto e discurso nas modalidades oral e escrita e tem como tema as sequências textuais descritivas em cartas de reclamação. O objetivo geral deste trabalho é contribuir para uma melhor compreensão das sequências textuais descritivas presentes em textos do gênero cartas de reclamação. Os objetivos específicos são: identificar e analisar as sequências descritivas em cartas de reclamação e interpretar suas ocorrências nesse gênero textual. De modo a desenvolvermos nosso estudo, elegemos como aporte teórico a Linguística Textual, para tratarmos de tipologia textual (TRAVAGLIA, 1991, 2002, 2004a, 2004b, 2007a, 2007b, 2007c, 2009 e 2014), tipo descritivo (MARQUESI, 2004), sequências textuais (ADAM, 2008) e sequências textuais descritivas (ADAM, 2008; MARQUESI, 2011) e a teoria de gêneros (BAKHTIN, 2006 [1979]; MARCUSCHI (2008), para tratarmos do gênero textual carta de reclamação (GREGÓRIO e CECÍLIO, 2006; MIRANDA, 2004; SILVA e LEAL, 2003; WILSON, 2001; MELO, 1999. No que se refere à metodologia, procedemos à revisão da literatura sobre tipologias textuais e tipo descritivo, sequências textuais e sequências textuais descritivas, além da teoria que trata de gênero textual, com enfoque especial sobre carta de reclamação; estabelecimento das categorias de análise, em virtude das estratégias mais recorrentes observadas no corpus selecionado; seleção de cartas do jornal Diário de S. Paulo e análise do corpus de acordo com as categorias propostas no capítulo de fundamentação teórica. O corpus é composto por 22 cartas de reclamação selecionadas entre abril a julho de 2014, na seção A Vez e a Voz do Leitor , do jornal Diário de S. Paulo. Os resultados mostram que as sequências textuais descritivas não só indiciam como também, juntamente com as demais sequências textuais, contribuem na construção da argumentação visada pelo produtor do texto
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Alves, Ana Paula Martins. "O discurso argumentativo em cartas de reclamação produzidas por alunos do 4º ano do ensino fundamental." www.teses.ufc.br, 2013. http://www.repositorio.ufc.br/handle/riufc/8204.
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ALVES, Ana Paula Martins. O discurso argumentativo em cartas de reclamação produzidas por alunos do 4º ano do ensino fundamental. 2013. 162f. – Dissertação (Mestrado) – Universidade Federal do Ceará, Departamento de Letras Vernáculas, Programa de Pós-graduação em Linguística, Fortaleza (CE), 2013.Submitted by Márcia Araújo (marcia_m_bezerra@yahoo.com.br) on 2014-06-04T12:47:54Z No. of bitstreams: 1 2013_dis_apmalves.pdf: 1936653 bytes, checksum: febc3896ac2251d9ce40c23745e5181b (MD5)
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Segundo a Teoria da Argumentação na Língua (TAL), a argumentação encontra-se marcada nas escolhas linguísticas, em que os encadeamentos argumentativos possíveis no discurso não estão ligados apenas às informações que elas veiculam, mas à estrutura linguística dos enunciados. Assim, os sentidos dos enunciados indicam a direção da continuação do diálogo, orientando o interlocutor a certo tipo de conclusão. Sob o ponto de vista da argumentação na língua, em que o encadeamento argumentativo está ligado à estrutura linguística dos enunciados, a presente pesquisa teve como escopo investigar o desenvolvimento do discurso argumentativo na escrita do gênero carta de reclamação de estudantes do 4º ano do Ensino Fundamental de uma escola pública municipal de Fortaleza. De acordo com a tipologia científica, que classifica os diversos tipos de pesquisas, este estudo caracterizou-se como uma pesquisa do tipo explicativa, todavia, de base interpretativa e de caráter descritivo, visto que a pesquisa adotou um desenho experimental, que se justifica pelo fato de se trabalhar com uma sequência didática e a participação de um grupo experimental. Para a análise dos dados, utilizamos os pressupostos teóricos ducrotianos da Teoria da Argumentação na Língua (TAL), a concepção de linguagem dialógica baktiniana, assim como baseados em Koch (1992, 1997, 2003, 2006), identificamos e analisamos os enunciadores presentes nas cartas produzidas. A análise segue procedimentos quantitativos e qualitativos. No que diz respeito ao gênero carta de reclamação, seguimos os pressupostos de Schneuwly e Dolz (2004), Barton & Hall (2000), e Bazerman (2005). Inicialmente, identificamos os elementos constituintes da estrutura do gênero carta de reclamação. Em seguida, analisamos os aspectos discursivos e argumentativos das cartas, momento em que verificamos o desenvolvimento do tema e a construção de sentido nas cartas de reclamação produzidas. Por fim, examinamos os aspectos socioculturais emergentes no corpus. Concluímos que a argumentação, como um traço constitutivo dos enunciados, está presente nas produções dos alunos, desde cedo, e que por isso ela é legítima na escrita infantil. Ressaltamos, contudo, que, embora a argumentação seja inerente à língua, como postula Ducrot (1980), faz-se necessário o ensino sistemático desta para que os textos argumentativos infantis sejam eficazes.
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Saorín, Iborra Ana María. "Las cartas de queja en el aula de inglés para turismo: implicaciones pedagógicas basadas en el uso de recursos de cortesía." Doctoral thesis, Universitat Jaume I, 2003. http://hdl.handle.net/10803/10435.
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El momento de expansión de la industria turística justifica la creciente demanda de profesionales con una formación adecuada, destacando la importancia de la competencia comunicativa tanto oral como escrita en inglés como lengua internacional. Aunque los componentes orales tienden a considerarse un objetivo preferente en el aprendizaje/adquisición de lenguas para turismo, la escritura efectiva de ciertos géneros también forma parte del quehacer diario de la empresa turística. En el presente trabajo nos centramos en la carta de reclamación/queja que escribe una agencia de viajes a otro servicio del sector en nombre de un cliente insatisfecho. El principal objetivo del estudio empírico es la enseñanza de diversos recursos de cortesía mediante los cuales los estudiantes mejoran su competencia escrita de este tipo de correspondencia, haciendo especial hincapié en la función que desempeñan cada uno de ellos. Las actividades diseñadas para tal fin plantean una serie de comentarios que invitan a la reflexión de los alumnos de tal forma que los recursos de cortesía que aprenden a utilizar en esta carta puedan también aplicarlos a otro tipo de correspondencia o textos escritos propios de su contexto profesional específico.
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Juan, Hui-ting, and 阮惠婷. "Discourse Analysis of English Business Letters from the Perspective of Systemic Functional Grammar - Inquiry, Sales and Complaint EBL." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/5de9vk.
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碩士國立屏東商業技術學院
應用英語系(所)
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Abstract With the globalization of economy and the development of multinational cooperation, English Business Letter (EBL) has been generally a powerful media for international business transaction. There have been many kinds of instructive publications in this field; however, few of them study a linguistic perspective. Therefore, the aim of this research attempts to analyze EBL from the perspective of SFL. More specifically, exploring the linguistic characteristics of successful business letters from the perspective of Systemic Functional Grammar (SFG) is the focus of the study. This research adopts a discourse analysis method and collects three kinds of business letters which are inquiry, sales and complaint as corpus data. The qualitative analysis is in the framework of the lexico-grammatical realization through the two metafunctions, including the Transitivity and the Mood system. Besides, the quantitative analysis was conducted through descriptive statistics in this study. Four principal findings are listed as follows: a) the analysis of Transitivity system shows that the most frequently used process types in the chosen texts are material, relational and mental processes. Also, the participant (Actor) of material process type is predominant; b) Location, Cause and Manner are mainly used circumstantial elements; c) the analysis of Mood system represents that the declarative mood is used mostly and imperative is the second; d) As for modality, modulation is used more than modalization in inquiry and complaint business letters, but the selections are contrary to those of sales letters. The findings of this thesis indicate that the theories of SFL may be of importance in analyzing business letter texts and it is indeed an effective approach of discourse analysis. It is hoped that the present study will provide EBL learners with a better understanding of business language, enhance the ability of planning EBL reading and writing courses for instructors as well. Keywords: Systemic Functional Linguistics (Grammar); Ideational and Interpersonal Metafunctions; Transitivity; Mood and Modality; English Business Letters (EBL)
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Auclair, Nadine. "«Avec salutations socialistes» : lettres de plaintes et relations socio-étatiques en République démocratique allemande, 1953-1967." Thesis, 2020. http://hdl.handle.net/1866/25081.
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Ce mémoire de maîtrise consiste en une analyse des dynamiques relationnelles entre l'État de la République démocratique allemande et ses citoyen·ne·s à travers un échantillon de lettres de plaintes envoyées entre 1953 et 1967 concernant les problèmes liés au logement. Les plaignant·e·s ont adopté des « valeurs socialistes » tout au long de leurs discours pour justifier la légitimité de leurs demandes et ils ont utilisé les mots et les principes mêmes de l'État pour exiger des actions. Ce mémoire met en lumière non seulement ces différentes stratégies en utilisant une approche « par le bas », mais examine aussi examine également la réaction de l'État. On remarque notamment que les réponses envoyées par l’État aux plaignant·e·s étaient en général plus positives dans les années 1960 et 1950, ce qui montre d’une part une évolution dans le rapport entre l’État et la société, mais aussi d’autre part un certain changement quant à l’application même des principes socialistes. On remarque en outre que, dans les années 1960, le gouvernement de l’Est a davantage pris soin d'adapter la gestion de ses politiques intérieures aux besoins de la population. L'analyse de ces lettres se situe à la croisée de deux méthodes ; tout d'abord, une analyse discursive a permis de saisir les stratégies d'écriture récurrentes par lesquelles la population a tenté d’influencer l’État. Puis, une analyse statistique des réponses de l’État croisée à l’évolution des politiques intérieures a permis de saisir les changements d’attitude du gouvernement envers sa population.This master’s thesis analyzes the dynamics between the German Democratic Republic and its citizens through complaint letters that East Germans sent to the State between 1953 and 1967 regarding housing problems. It argues that the complainants adopted “socialist values” throughout their discourses as a way of justifying the legitimacy of their complaints. In other words, they used the discourse and principles of the state against it in order to demand action and a resolution to their problems or concerns. This thesis not only highlight these various strategies, utilizing a “history from below” approach, but it also investigates the state’s reaction to the complaints of its citizens. It argues that the state responded overall better in the 1960s as it did in the 1950s, showing evolution in the relationship between state and society as well as a shift in the state’s way to understand socialism. By the 1960s the East German government had had time to slowly adapt its domestic politics towards the population’s needs. The analysis of these letters is at the crossroads of two methods: First I employ a discursive analysis that allows me to identify the recurring strategies by which the state and its citizens sought to influence each other. Second, I use a statistical analysis of the State’s responses coupled with an examination of domestic politics that allows me to capture the changing attitude of the government towards its population.
Books on the topic "Letter of complaint"
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Rubel, Janet. 101+ complaint letters that get results. 2nd ed. Naperville, Ill: Sphinx, 2006.
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Jim, Mastro, ed. How to write complaint letters that work. Glenview, Ill: Scott, Foresman, 1990.
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Westheimer, Patricia H. How to write complaint letters that work!: A consumer's guide to resolving conflicts & getting results. Indianapolis, IN: Park Avenue, 1994.
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Thomas, Del Boone. How to write powerful complaint letters and others: A step-by-step guide. Atlanta, GA: Boone-Thomas Enterprises, 1995.
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Sharma, Mukesh. Whom and how to write complaint letters. New Delhi: Storytellers, 2001.
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Holmes, Ashley. 120 letters that get results: A consumer guide to making a complaint and demanding redress. London: Consumers' Association, 1992.
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Bear, John. Send this jerk the bedbug letter: How companies, politicians, and the mass media deal with complaints, and how to be a more effective complainer. Berkeley, Calif: Ten Speed Press, 1996.
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Staadt, Jochen. Eingaben: Die institutionalisierte Meckerkultur in der DDR : Goldbrokat, Kaffee-Mix, Büttenreden, Ausreiseanträge u. andere Schwierigkeiten mit den Untertanen. Berlin: Forschungsverbund SED-Staat, 1996.
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Silverman, Bruce. How to complain for fun and profit. [S.l.]: Mario Schulzke, 2008.
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Houston, Gail Turley. "Peter Aston, ‘Complaint to the Justices of the Peace’; and <J. T.> Vincent and W. Bewley Taylor, ‘Letter’ to Lieutenant Colonel Maberly." In Hunger and Famine in the Long Nineteenth Century, 109–10. London: Routledge, 2022. http://dx.doi.org/10.4324/9780429198069-35.
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Lloyd-Bostock, Sally. "Attributions and Apologies in Letters of Complaint to Hospitals and Letters of Response." In Attributions, Accounts, and Close Relationships, 209–20. New York, NY: Springer US, 1992. http://dx.doi.org/10.1007/978-1-4612-4386-1_12.
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Zhang, Shijun. "The Non-litigation Approach to Environmental Disputes in China: The Environmental Complaint Letters and Visits System – An Analysis." In Environmental Policy and Governance in China, 127–44. Tokyo: Springer Japan, 2017. http://dx.doi.org/10.1007/978-4-431-56490-4_7.
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"ED ZALTA’S VERSION OF NEO-LOGICISM – A FRIENDLY LETTER OF COMPLAINT." In Reduction - Abstraction - Analysis, 305–10. De Gruyter, 2009. http://dx.doi.org/10.1515/9783110328875.305.
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"REPLY TO P. EBERT AND M. ROSSBERG’S FRIENDLY LETTER OF COMPLAINT." In Reduction - Abstraction - Analysis, 311–20. De Gruyter, 2009. http://dx.doi.org/10.1515/9783110328875.311.
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"Letter or Petition with Complaint and Request about Garments for a Celebration." In Text Editions of (Abnormal) Hieratic, Demotic, Greek, Latin and Coptic Papyri and Ostraca, 155–58. BRILL, 2020. http://dx.doi.org/10.1163/9789004439009_020.
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"THREE Letters of Complaint." In Chiefs, Scribes, and Ethnographers, 45–63. University of Texas Press, 2009. http://dx.doi.org/10.7560/721104-005.
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Hamer, Kenneth. "Legitimate Expectation." In Professional Conduct Casebook. Oxford University Press, 2019. http://dx.doi.org/10.1093/oso/9780198817246.003.0054.
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The registrant was the owner of a nursing and residential home in Redruth, Cornwall, and, between August 1996 and April 1997, she allowed her registration with the UK Central Council for Nursing, Midwifery and Health Visiting (UKCC) to lapse. This was potentially a disciplinary offence, but, on 27 June 1997, the Preliminary Proceedings Committee (PPC) wrote to B-D, confirming that it had considered the allegation of non-registration and decided not to act upon it. The letter also indicated that all documentation relating to the matter would be destroyed. Subsequently, six charges of complaint were made, which included a charge that B-D had failed to be registered. In quashing the charge, Elias J (with whom Rose LJ agreed) said that, quite independently of the question of legitimate expectation, once the Committee had made its ruling and had determined that there should be no further action taken in respect of the charge, then, unless there was some misrepresentation or unless it was acting under some fundamental misconception of the true position, the Committee was bound by that determination.
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Winnicott, Donald W. "Letter to Ronald MacKeith." In The Collected Works of D. W. Winnicott, 401–2. Oxford University Press, 2016. http://dx.doi.org/10.1093/med:psych/9780190271381.003.0067.
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Owenson, Sydney, and Lady Morgan. "LETTER XXV." In The Wild Irish Girl. Oxford University Press, 2008. http://dx.doi.org/10.1093/owc/9780199552498.003.0028.
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Just as I had finished my last, the Prince sent for me to his room; I found him alone, and sitting up in his bed! he only complained of the effects of years and sickness, but it was evident some recent...
Conference papers on the topic "Letter of complaint"
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Sholihah, Imrok Atus, and Risna Widowati. "Effect of Acupuncture and Acupressure Therapy on Reduction of Pain Levels in Lower Step Pain Patients, Dukuh Duwetan, Central Java." In The 7th International Conference on Public Health 2020. Masters Program in Public Health, Universitas Sebelas Maret, 2020. http://dx.doi.org/10.26911/the7thicph.05.20.
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ABSTRACT Background: The lower limb consists of four major parts: a girdle formed by the hip bones, the thigh, the leg, and the foot. It is specialized for the support of weight, adaptation to gravity, and locomotion. Acupuncture involves the insertion of needles into specific points in the body by a licensed acupuncturist. Acupressure uses firm pressure to massage those points, with similar effects. This study aimed to determine effect of acupuncture and acupressure therapy on reduction of pain levels in lower step pain patients, Duwetan, Central Java. Subjects and method: This study was a experimental study with one Group pretest-posttest conducted in Dukuh Duwetan, Karanganyar Regency, Central Java from February to March. A sample of 30 farmers, both men and women aged 30-50 years with complaints of lower limb pain during and after work, who met the inclusion criteria. The dependent variable was decrease level of pain lower limb. The independent variable was effect of the stabbing and emphasis on points Blader (BL) 57 (Chengsan) and Blader (BL) 40 (Weizhong). The data collected by observation sheet of pain degrees, according to Smeltzer, S.C bare B.G and analysed by Wilcoxon test. Results: The results of the stabbing and pressing at BL 57 and BL 40 points (Mean= 1; SD= 0.71) were lower than before therapy (Mean= 6; SD= 1.21), there was a decrease in the pain scale with lower limb. After stabbing and suppression were applied (OR= 7.85; 95% CI =0.0 to 2.0;p <0.001). Conclusion: There is an effect of acupuncture and acupressure therapy on lower leg pain reduction. Keywords: lower limb, acupuncture, acupressure Correspondence: Imrokatus Sholihah. Ministry of Health, Surakarta Polytechnic Health Department of Acupuncture. Jl. Letjen Sutoyo, Mojosongo, Jebres disctrict, Surakarta, Central java 57127 Email: imrokatussholihah6@gmail.com Mobile: +62811225210. DOI: https://doi.org/10.26911/the7thicph.05.20