ML20134H803

the Abcs of Better Correspondence.An In-House Guide to Help You Create Effective Official Correspondence

ML20134H803
Person / Time
Issue date:	09/30/1996
From:	NRC
To:
References
NUREG-BR-0210, NUREG-BR-210, NUDOCS 9611140322
Download: ML20134H803 (41)

Text

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i s ,.auh N j , k. f Welcome to the NRC's Desktop x sB uC s Correspondence Guide.

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This guide is designed to help you improve the quality of the letters you draft to

! Members of Congress, the general public, the nuclear industry, petitioners, environ-mental groups, and others. It is brief and designe<1 to serve as a reminder rather than as a teacher.

This guide also supplements the NRC's new, one iv quality ofcorrespondence course.

The guide covers the following topics:

O Assessing incoming correspondence O Gathering information j l

9 Organizing information G Writing the letter The final section is the Handy IIandbook.

The ABCs of Better Correspondence

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BC k r Why a desktop guide to correspondence?

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, This question grew out of the agency's public responsiveness initiative to improve the timeliness and quality of 1

agency correspondence. The quality of NRC correspondence directly reflects the agency's responsiveness to the i concerns of the public. When the Commission heard of plans to develop a desktop letter-writing guide, one Com-

missioner commented,"The trouble with desktop guides is that that's where they tend to stay - on the desk, un-

! opened and unused."

That gave the working group tasked with developing the guide a goal: to develop a desktop guide that will be opened and that will be used. The best way to do this, we decided, was to develop a guide that was different from the usual

! NRC publication - different in format, different in style, different in content. Of course, we also wanted to produce

a user-friendly document, relevant to the NRC, that addresses real NRC correspondence issues and provides accu-rate and practical advice.

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! The guide may look simplistic. It's supposed to. We want you to pick it up and quickly locate what you're looking for. We've also used actual examples of incoming and outgoing conespondence, but modified them to protect the i writers' identities.

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Many of you don't need the information in this guide. You're already good writers. In that case, this guide may serve as a brief refresher. Others of you may benefit from reviewing selected parts of the guide - that's why we've j made it easy to skim through.

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tl We hope that the guide will help improve the quality of NRC correspondence, and we hope that you do open

and read it.

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The Quality of Correspondence Working Group i  !

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l The ABCs of Better Correspondence

ASSESSING INCOMING CORMESPONDENCE Assessing incoming Correspondence Remember when you first started studying math in elementary school, and you learned how to do those dreaded word problems? The key to solving these problems was to read each one carefully to determine the real question so that you could properly set up the equation. That technique is also the key to success in drafting correspondence: you have to read and assess incoming correspondence very carefully before you can begin to draft an appropriate response. To assess the incoming correspondence, answer the follow-ing questions:

A Who wrote the letter? To whom is it addressed?

The identity of the letter writer is the key to the style and content of your response. Allletters deserve a thoughtful response, but a letter from a senior scientist will elicit a response that will differ from your response to a letter from a child in elementary school. The agency receives letters from both kinds of correspondents-and all sorts in between.

B What is the writer saying? What does the writer want to know?

Many letter writers ask one or more specific questions. Carefully list or underline each question so that you can be sure to cover each one in your response.

Other correspondents want general information. "Please send me information about NRC in-spections," one recent letter began. Giving such letters a somewhat general response is all right.

We want to be responsive to individuals, but we are not required to do an individual's research.

However, we can refer them to some of the material cited on page 25. Still others may not want information; they want to tell the NRC how they feel about a particular subject. This response will be easy to w'ite; a polite acknowledgment will usually do the trick.

What does the writer expect in response ?

From time to time, you will receive a letter from an individual or group that expects more than a letter in response. The request may be for a visit or for a telephone call, or it may be for informational brochures. Again, be sure you read the letter carefully, take note of any such requests, and either provide the requested response (by including, for instance, informational brochures) or explair, why the request cannot be met. For example,"Although I am not able to meet with you personally, I assure you that I welcome your interest and value your opinion.. "

What is the writer's attitudet Don't let yourself be influenced inappropriately by the writer's attitude. This can be difficult at times. An irate or misinformed letter writer may arouse your anger and,in turn, influence the content and tone of your response. Don't let that happen. Yourjob is to be professional and thorough - regardless of the tone of the incoming letter.

Turn to the next pages to see three sample assessments.

The ABCs of Better Correspondence

1 Assessing a Sample Letter from a Senator

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Washington. DC 20510-4201

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N w August 29, 19XX .

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Honorable Dr. Shirley Jackson --

Chairman {

Nuclear Regulatory Commission Washington, DC 20555 x

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Dear Chairman:

l I am writing to relay several concerns related to the renewal of NRC licenses for the XYZ Corporation (XYZ) of ProvJ, Utah. '*%

I have followed with interest a U. S. Department of the Army procure-ment for certain supplies and the Army's consideration of environmental i )ll l

remediation costs relative to the contract. The Army intends to ensure that its vendors have complied with NRC rules to set aside funds for decommissioning sites. Further, the Army is not liable for the cleanup of sites which the Army does not own or where it does not have direct operational control over production.

I understand that XYZ was required to and did submit a Decommissioning i Funding Plan (DFP) for the possible future decommissioning of its fa- 1 cility. I have been advised that in this plan XYZ asserts that inasmuch as 96 percent of the materials that generated the DFP requirements were i processed for the United Sta.tes Government, decommissioning and finan-cial obligations lie with the Government. I further understand the l company has not produced written assurance to this effect, as NRC re- 4 i quested, but has stated that the assumption of government liability is '

l based on past experience. However, the Army does not consider environ- I mental remediation costs in its evaluation of the proposal since it requires that each company meet NRC rules relative to decommissioning.

I am very concerned that, in order to renew its NRC licenses, XYZ is

, assuming the Federal Government will cover the costs of site decommis-4 sioning. This contract interests me because one of the current suppli- ,

ers for these penetrators is located in my State. Moreover, I have been i

approached by many senior Department of Defense officials expressing l concern about the large percentage of their budget which has been com-1 mitted to environmental remediation. I believe companies should be held i accountable for their own environmental stewardship, and I would like i to ensure as much as possible that no costs over and above the Army's i budget for this solicitation are unnecessarily incurred.

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I would appreciate your looking into this matter and making every ef-fort to ensure XYZ is held accountable for all requirements for rene al of the licenses. I would further appreciate your providing me with a j report on the matter.

Thank you for your courtesy and assistance. I look forward to hearing 4 from you. ,,v Sincerely, 4

Adam Smith United S*ates Senator 4

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ASSESSING INCOMING CORRESPONDENCE Assessing a Sample Letter from a Senator Who wrote the letter? To whom is it addressed?

In this case, the writer is a member of the United States Senate. It is a letter that contains a good deal of factual material and was sent to the Chairman.

What is the writer saying? What does the writer want to know?

In brief, the Senator is saying this: You, NRC, are reviewing a license renewal request from a firm that wants to supply certain equipment to the Army. However, the price it is proposing to the Army doesn't include the cost of pos ise decommissioning, and the firm has said that decommissioning costs should be paid by the Army. By not including these costs, XYZ's bid is low and XYZ may get the job. I am concerned about this for two reasons. First, one of XYZ's competitors for this contract is from my State and will probably lose out on the contract because of XYZ's low bid. Second, the Army budget is tight already and the Army shouldn't get stuck with having to pay the decommis-sioning bill; that should be the responsibility of the supplier.

What does the writer expect in response ?

In this case, the Senator is specific. He wants to make sure that the NRC is fully aware of what is really going on here. Then he wants us to look into the matter to know what we are doing and to advise him of the outcome.

What is the writer's attitudet Positive and professional. He might want the NRC to deny the license renewal to XYZ so that his constituent might benefit, but he is not asking for that. Instead he is giving NRC specific informa-tion he feels should be considered in the evaluation of the XYZ renewal package.

f The ABCs of Better Correspondence }3

.._ _ _ . 1 Assessing a Sample Straightforward Letter from a Citizen t

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i ASSESSING INCOMING CORRESPONDENCE Assessing a Sample Straightforward Letter from a Citizen ,

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i The writer is a member of the general public, a citizen who appears to be sincerely concerned l about the probi-m of nuclear waste disposal and has decided to write to the President of the United States. The fact that her letter is handwritten on flowered stationery suggests the personal {

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What is the writer saying? What does the writer want to know?

The writer believes that she has a solution to a problem about which she has read or heard and about which she is concerned. Some of the material in the letter indicates that she has some very general knowledge of the subject, and she has used innate intelligence and logic to devise a solution to the problem. She is saying she wants to help.

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C What does the writer expect in response ?

She hopes that she has solved the problem of nuclear waste disposal. She has asked for nothing specific and probably expects nothing. But her letter should be answered. She should receive a response that includes a general explanation of how waste is handled and of NRC's role in ensuring the health and safety of the public.

What is the writer's attitude?

Wann, friendly, concerned, but positive. Her letter conveys sincerity.

The ABCs of Better Correspondence

Assessing a More Complex Letter from a Citizen October 6, 19XX Contee, Oklahoma Chairman of NRC Shirley Jackson jl(

i Some of the casks being used have serious problems that the public is increasingly becoming alarmed about. With three levels of oversight I

(vendor, plant, and NRC) we are now fat. with a crack in the weld that needs to be unloaded after one month's use a cask that should have lasted 50 years. At your NRC meeting of August '" it was said that this is a black eye on the system, Yes it is, and a bl eye delivered to

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the public as well. This is only a small part of the 91. list of prob Y lems with these casks. All three level of oversight are to . ,me. Ma j of us have been following the NRC public documents on this issue, >r it is clear that there are flaws in the rule aking procedures, in the 2 tificate, in the SER for the design itself, and in the use of the design.

The total would fill volumes. g

1. The code of regulations was not fo owed. Casks shr. dn't be M built before they are certified, but you made . , exception t:re.

2. The transfer cask was not given an ex eption bu apparently it was built before it was certified because it was ' sed ju . a few days after certification.  ;

3. The transfer cask was built by a subcont tor who wasn't in-spected the year the cask was built.

4. The previous subcontractor on the cask '

sb h 1 problems but <

wasn't inspected again until two years later.

5. The transfer cask has shims inside ne shield id inside .ie cask. There ir nothing in the unloading pror dures referei ing the e shims. This is a problem.

6. The vendor wanted generic cer+ fication of the cas - even thougl it is well known that at other sites t'. design had to be ch: 1ed, and the vendor starte- as ng for then within a month after certificati sn, changes.

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7. As you know I wrote nu arous letters to NRC /er a lon- period of time and finally wrote to you. Only then did I fi. ally get tol that the issue needed clarifying. Someone on your staff cold me that fit t they thought this was a licensing thing but now t ey think it is a rulemaking thing. Will there be rulemaking on 'als issue? If so, whe

8. When the public became aware that .e bottom of the cask cou =

corrode, we wanted assurances that this pro .em would be solved and th t 4 the tiles used to solve this problem were ell analyzed. Finally this a' done but now we are worried about the aF esive that is going to be use to hold the tiles in place. We are worr J about a cask that depends o-adhesive in order to function proper / over fifty years.

9. In this generic ruling ye . are trying to use a cask at rrsetor site using much of the previous actor site analysis. This ic like com-paring apples and oranges.

If the vendor were rel able, little oversight would e needer If g M

the utility were vigilant, no flawed cask would be loade If NRC d.d i+"

job, close inspections would follow violations to see m+ +

e cor-rected in a timely manner and all subcontrac+- .- . e inspecte With the mess this design is in and the huge controvers" over the genet te rul-ing, I certainly don't want to see this cask user. I am supposed to feel safe with a cask like this? I don't! I sugges. you review this :ask very carefully and your generic rule. Neither is working right. I'd like a response from you on this situation.

Suzie Miller e +

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} ASSESSING INCOMING CSRRESPONDENCE 4

l Assessing a More Complex Letter from a Citizen  !

l Who wrote the letter? To whom is it addressed?

! The writer is a member of the general public; she does not indicate an affiliation with any j specific group. She also indicates that she has written to the NRC many times previously.

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What is the writer saying? What does the writer want to know?

l The writer has many concerrs about the approval of certain waste-storage casks. She says, in i the last paragraph, that she simply doesn't want to see them used. She wants NRC to review the cask design very caraully and deny the application.

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i What does the writer expect in response ?

She wants to hear exac'ly what the NRC is doing to address her concerns-in this case, no small request.

What is the writer's attitude?

Negative, somewhat hostile toward the NRC, the cask manufacturer, and the utilities. Nonethe-less, she has taken the time to express her concerns in detail.

The ABCs of Beiter Correspondence

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. GATHERING INFORMATlGN Facts must come first. If you are asked to draft a letter, you probably know the basic facts of the issue,

but you may need some additional information. In particular, you should be sure to determine what, if i

anything, the Commission or senior agency executives have said on the issue recently. Here are some i specific suggestions as to where you might find the information you need:

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Branch Offices Your Branch office may well have much of the background material you need. You may also want to check with other Branches responsible for issues to be addressed in the letter. Branch l offices are a particularly good source of"boilerplate."(Boilerplate is standard language that is used repeatedly in discussions of a particular topic in publications, speeches, letters, or other i publicly available documents.)

Citizen's Guide to NRCInformation (NUREGlBR-0010, Rev. 2)

This brochure describes sources of agency information available in printed and electronic form.

You may want to reference some of these sources in your response, or you may want to include a copy of one or more of them with your response.

] Colleagues

, Brainstorming with colleagues may be the way to begin. Sit down with one or more of them

} and share ideas and opinions. And take good notes.

4 Computer Databases NRC computer databases, NUDOCS, and any subsequent agency-wide system, can provide technical information or lead you to the information you need. You can also check the NRC Media Briefing Papers on the agency LAN. (Talk to your Office computer coordinator if you need assistance.)

NRC Information Digest (NUREG-1350)

This booklet is an excellent source for general data about the nuclear industry in the United l States and about NRC activities in general.

6 NRC Library This facility, in Two White Flint North, includes many volumes ofinterest. Its trained staff can j help you locate other material through its interlibrary loan agreements.

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l 7 Office of Public Affairs OPA can provide copies of press releases that the agency has issued on specific subjects, as well j as copies of speeches given by the Chairman and the Commissioners. OPA also has brochures and fact sheets that you may use as reference material or include with your letter.

8 WorldWideWeb/FedWorld/Netscape

, Netscape is an icon-based computer software system that can put you in touch with vast re-

, sources that address a multitude of subjects. If you do not yet have access to this software, discuss getting it with your supervisor and the Office of Information Resources Management.

J For a listing of published sovrees of information that may be helpful or that you may want to reference

, or include in your response, see page 25.

Now let's do something with those facts. Tum to Page 11.

The ABCs of Better Correspondence

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! rganizing Information 7

The ABCs of Better Correspondence

ORGANIZING INFORMATION Organizing information Now that you've assessed the incoming correspondence and found the information you need to draft your response-Resist the temptation to begin drafting your response right away. You're not ready yet. Before you begin to write, take time to organize the information.

Structure your response.

Your letter should have an opening, a middle, and a closing. The easiest way to ensure this is to organize your thoughts before you begin writing. This doesn't have to be a formal process. Just jotting down a list of major points with examples and supporting data, where appropriate, will usually suffice. The key is to organize these points into a logical order that best responds to the incoming. How do you do this?

Take your lead from the incoming letter.

Item B on page I suggests that you make a list of the questions the writer asks. Begin with that list, and using the information you have gleaned, write your answer to each question. If the incoming was logically organized and asked a series of discrete questions, you need do no more to organize your response than to answer them in the same order in which they were asked. Otherwise . ..

Organize by logic.

Organize your response according to some logical plan. In some cases, you may want to organize it by subject matter, presenting all the information on one subiect befem Nu go on to another;in other cases, organizing information in chronologi=1 vider may be appropriate. In any case, have a plan before you begin.

Remember: "One thought, one paragraph,"

Make it easy for your reader and yourself. Each paragraph should address just one topic. The paragraph should begin with a topic sentence that states the subject or core idea of the paragraph. In responding to incoming correspondence, that topic sentence often will address a specific question or concern raised in the incoming. The remainder of the paragraph presents the supporting informa-tion-facts, policy, procedures, practices-that responds to the question or concern.

Now turn the page for several examples.

The ABCs of Better Correspondence

Beginning and Ending Letters Sample Openings

Dear Senator Smith:

I am responding to your letter to the Chairman, dated August 29,19XX, expressing your concern about the pending request to renew the license issued XY7. Fabricators,Inc.. "

Dear Representative Jones:

I am enclosing the Nuclear Regulatory Commission's responses to your questions on how the agency would be affected by H. R. 994, the Regulatory Sunset and Review Act of 1994.. "

Dear Representative Thompson:

I am responding to your September 2,19XX, letter hat forwarded a letter from your constitutent Sam Browne,in which Mr. Browne request' o information about the South Dade Nuclear Power Plant.. "

Dear Mrs. Wilson:

l Thank you for your letter of September 24,19XX. We are always pleased to hear about exceptional ,

service provided by our employees in their line of duty.. "

Sample Closings "We are reviewing your concerns regarding these issues and will inform you of the results of our review when it is completed.

Sincerely," -

"We appreciate this opportunity to provide the NRC's comments on this legislation. If the "

Commission can be of further assistance to you or your staff, please contact Harold Wasburg,%

Director of Congressional Affairs, at 301-415-1776.

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Sincerely,"

B "Thank you for the information. If you have any additional questions, please contact me at 610-357-5(XX).

Sincerely,"

"If you have additional questions, please do not hesitate to let me know, Sincerely,"

"Thank you for sharing your views with us.  ;

Sincerely,"

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U.S. Nuclear Regulatory Commission

ORGANIZING INFORMATION Beginning and Ending Letters A structure your response.

The beginning of the letter sets the tone and concisely summarizes the purpose of the letter; do not recapitulate every point mentioned in the incoming letter.

The closing should be cordial and indicate what, if any, further action NRC will take. Whenever appropriate, the name of an NRC contact should be provided.

B Take your lead from the incoming ietter.

Note how the openings and closings on page 12 vary. It is important that they be appropriate to the ,

incoming letter. For instance, it would be inappropriate to begin your response to a highly critical or I angry letter with "Thank you for your letter of . " Letters from the Chairman or Commissioners to senior govemment officials or Members of Congress should ordinarily be quite formal. The final closing shown on page 12 was used in response to a letter similar to the example on page 4 and was quite appropriate to the incoming.

The ABCs of Better Correspondence

Organizing the Body of the Letter 1 1

k "You requested information on the offsite reception centers at nuclear power I plants. Because most of the information you requested is found in the offsite A emergency plans and procedures, we have referred your request to the Fede ,

Emergency Management Agency (FEMA), which is the lead Federal agency  ;

for offsite emergency planning and preparedness. It is our understanding that  :

FEMA is compiling the information and will respond to you shortly.

i "You also expressed concerns about the criteria NRC uses in determining

' reasonable assurance' and the evaluation of the adequacy of reception <

centers. We are continuing to review these concerns and will inform you of the results of our review when it is completed.. ."

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"As authorized by Section 274b of the Atomic Energy Act of 1954, as amended, the NRC entered into an Agreement with the State of New York whereby the State assumed regulatory authority over the use of certain categories of radioactive materials, while NRC jurisdiction is retained in some  ;

cases.. Within the State, licensing of byproduct materials and compliance with applicable regulatory requirements are delegated to four departments:

New York State Department of Health, New York State Department of Labor, New York State Department of Environmental Conservation, and New York City Department of Health.. "

"The Commission believes that absent substantial amendment, the legislation g could have the unintended effect of creating regulatory instability and would /

impose additional costs on our Agreement States.. . We also believe that the legislation would force the NRC to expend significant resources to ensure com-pliance with the bill's requirements.. .

"In addition, the bill is unclear as to how rulemaking itselfis to be accomplished under the legislation and as to which agency statement will be subject to the sunset and review requirements..

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M U.S. Nuclear Regulatory Commission 1

ORG ANIZING INFORMATION Organizing the body of the Letter Your letter should have an opening, a middle, and a closing.

We've just looked at some distinct openings and closings. Now let's look at the middle or body of some letters. The middle or body of the letter contains the message you want to convey. It should be concise but complete and organized so that it can be readily understood by the recipient. See some examples on the following pages. Note that they are concise and straightforward.

Take your lead from the incoming letter.

The incoming letter can help you with organization of the body of the response. By summarizing the concerns raised, you can get a stan on your reply.

Organize by logic.

The third example on page 14 was written in response to a detailed, somewhat ram-bling incoming letter. The response is easy to understand because it is written accord-ing to a predetermined plan. In this case, the writer has staned at the beginning, with the Act that established the existing procedures and then gone on to the present status.

It is a logical, chronological flow.

Remember: "One thought, one paragraph."

In the final example on page 14, taken from an actual reply to a Congressman, the first paragraph of the body of the letter deals with financial concerns, the second with pro-cedural ones.

Finally, let's use the blocks to build our response.

The ABCs of Better Correspondence

Notes:

U.S. Nuclear Regulatory Commission

A y._a..~-w . -.

!W riting the Letter W

The ABCs of Better Correspondence

WRITING THE LETTER Writing the Letter It's time to write, and you may not have a lot of time.

Deadlines are a fact oflife at the NRC. Once you've fmished with the preliminaries, it's time to draft the letter. If you have the information and a sense of how to organize it, the writing will not be difficult. Here are some steps to follow:

Consider who will sign the letter.

Most letters you write will be signed by someone else. Determine the signer's style prefer-ences. Ask to see examples of previously issued correspondence and emulate that style.

B Be careful with tone.

Don't be condescending or contentious. Keep all letters neutral and professional. People who write to the NRC have serious concerns about nuclear power or the use or disposal of nuclear materials. We must assure them that we share their concerns while at the same time communi-cating accurately and forthrightly information about the subject of their concerns and our role as responsible regulators.

Remember who may read the letter.

The truth is, anyone in the world may read it. Correspn&nce on NRC letterhead is fair game for everyone, including the media. Most likely your letter won't be quoted on the front page of The %shington Post, but you shouldn't be shocked if it is. The statements of NRC officiels routinely appear in local media around the country and, not infrequently, in the national media.

Be sure the letter is understandable to the intended reader.

As noted above,just about anyone could eventually read any NRC letter. However, you don't have to write every letter so that it can be understood by everyone. A letter should be appropri-ate for its primary intended recipient. For instance, a letter to a professor at a scientific institution could appropriately include much more technical material than a letter addressed to an elementary school student.

Give only the information requested and give it objectively.

Making your response as concise as appropriate serves two purposes. It reduces the likelihood of error and it saves time - yours and the reader's. Too much unrequested information could even bewilder or irritate the requester. Give the relevant facts as objectively as possible. You are writing as a member of the NRC staff and must reflect official- not personal- positions.

Use boilerplate or attachments whenever feasible.

Don't " reinvent the wheel." Check Branch files. If someone else has written a letter on the subject you are asked to answer- and that letter has gone through official concurrence - use as much as possible of the material already .spproved. You will save yourself time, decrease the possibility of error, and increase the prebability that your letter will be quickly approved. How-ever, you must be careful. Seldom is boilerplate entirely appropriate to your document. You must read it carefully and adapt it to the style, tone, audience, and particular purpose of your document. In other cases, if the agency has a brochure or press release that appropriately addresses the issue, make that the meat of your response (see page 25 for a listing of such material). Then your letter need only acknowledge the incoming correspondence and reference your attachment.

The ABCs of Better Correspondence )17

Notes:

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U.S. Nuclear Regulatory Commission

WRITING THE LETTER l

Reviewing Some Guidelines i G write first, polish later.

Put your thoughts down as quickly as you can. Present the information in the same way you would if you were speaking to the person face to face. At this point, don't worry about form or grammar, sentence structure or spelling;just write. Once you have all your thoughts drafted, go back to the beginning of the letter and make the necessary refinements.

Structure sentences with care.

Avoid long, multi-clause sentences that may be difficult for the reader to understand. Make most sentences simple, and generally write in the active voice. You may use long sentences sparingly to avoid the monotony of too many short, simple sentences strung together. But, when you write longer sentences, be careful to structure them correctly so that subjects and verbs agree and primary ideas are distinct from subordinate ones.

Use parallel structure to convey matching ideas.

When you construct a list of people, or activities, or concepts, always use the.same format within the list, giving each item equal weight and expressing it in the same grammatical form.

If you cannot do this, rewrite the material so you can separate the items.

J use correct punctuatian.

Punctuation rules are like traffic laws. Unless you obey them you have chaos. A misplaced comma or semicolon can completely change the meaning of a sentence. Remember that simple sentences with simple punctuation are often the most understandable. (See the Handy Hand-book, page 25.)

Don't forget spell check.

This is a good time in the writing process to use your computer's spell-check feature. It will help you find some typographical errors. However,it's only an aid. It won't tell you if you've used "you" when you should have used "your." You still have to read your letter carefully to make sure that it is correct.

Take a break, then read it again.

When you have finished your draft and polished it, take a break; an hour or so is good, a day even better. Then reread it. Is it correct? Are the sentences clear and direct? Should a long  !

sentence become two shoder-and clearer-ones? Is the punctuation correct? Can you elimi-nate excess words? (You can often eliminate adjectives and adverbs. Let the facts speak for themselves, without trimming.)

M include a contact name and telephone number.

i This is the easiest guideline to follow, and sometimes could be the most important. Often a letter will prompt another question, or a request for additional information. A contact name and telephone number will save time and eliminate frustration. The letter recipient will know where to direct any questions. Other NRC staff members - from telephone operators on - won't get {

calls they don't know how to handle.

l The ABCs of Better Correspondence

Writing Some Sample Responses I,

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UNITED STATES NUCLEAR REGULATORY COMMISSION A

WASHINGTON D.C. 20555-0001 September 5, ISXX  :

s The Honorable Adam Smith United States Senate i

Washington, DC 20510 1

Dear Senator Smith:

I am responding to your letter to the Chairman dated August 29,19XX, expr . ng your concern regarding the renewal of NRC licenses for the XYZ Corporation and financial ,

O ,

assurance issues related to en .nonmental remediation.

The NRC staff is paying close attention to the financial issues related to the renewal of licenses for the XYZ Corporation. NRC regulations regarding financial assuiance are very specific and require a formal written financial instrument. However, NRC may authorize exceptions to these regulations if appropriateJustification is provided.  ;

1 NRC did not receive a satisfactory response from XYZ in regard to financial assurance for appropriate environmental remediation. Therefore, on June 21,19XX, NRC sent # D a formal Demand for Information to XYZ. XYZ responded on July 1,19XX, and the NRC staffis reviewing that response. We expect to complete the review and respond to XYZ within the next 60 days We intend to ensure that XYZ has provided either adequate and appropriate binding financial assurance that it can meet its responsi-bilities or has provided a sufficiently rigorousjustification for an exception.

• In addition to these actions on financial assurance, the staffis reviewing the technical information provided by XYZ in support of its request for license renewal. As a result f its initial review, the NRC staff asked XYZ for additional information and is nos evaluati 1 XYZ's response. Concurrently the staffis conducting an Environmental Assessmen .

The combined results of these reviews will be used as the bases for the license renew- E decision. We will be pleased to send you a copy of the related reports when they are completed.

I trust this reply responds to your concerns. If you have any additional questio s. ease do not hesitate to let me know. You may also direct any questions to Josephine r, 301-415-5555.

N Sincerely.

Harvey Jones Executive Director for Operations

w. m _ w ., _ w - .u. - . ,~ -- . . -. _

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U.S. Nuclear Regulatory Commission

WRITING THE LETTER Writing Some Sample Responses Consider who will sign the letter.

In this case, although the original letter was addressed to the Chairman, die nponse will be signed by the EDO.

Be careful with tone.

In this case, the tone is formal, professional, and official, as would be expected in an exchange of correspondence between two high-level officials.

Remember who may read the letter.

Although the letter is addressed to the Senator, it is likely to be read by many other people, including the firm that is competing with XYZ, officials of the Department of the Army (see the incoming letter on page 2), and, depending on the local significance of the issue, possibly the media in the Senator's home State.

Be sure the letter is understandable to the intended reader.

You can expect the intended readers of this letter to understand such terms as " financial assur-ance," " financial instrument," and " environmental remediation," so their use in this response is perfectly correct. Ilowever, if you were writing to a n ember of the general public, you might say something like, "NRC will ensure that XYZ has it e money available to clean up the site.

This money would have to be put in a trust account in a bank and could be in the form of cash or securities."

Give only the information requested and give it objectively.

This let'er does well in that regard. It gives the facts and does not speculate on possible results.

Use boilerplate or attachments whenever feasible.

The language regarding financial assurances is standard, but it is used well in this letter. The letter also promises 1 followup -to send the completed reports. The text of the followup letter can be very brief: "In my September 5,1995, letter to you regarding XYZ Corporation, I stated that when our staff studies were complete, I would send a copy of those reports to you. Those reports are included with this letter. If you have any further questions . "

{

v The ABCs of Better Correspondence ' " "

Writing Some Sample Responses

/ ga aseg'o ,,

]G 8 o UNITED STATES s e NUCLEAR REGULATORY COMMISSION

% WASHINGTON D.C. 20555-0001 Ms. Suzie Miller November 8,19XX H 3054 Pawnee Street Contee. Ok 74500 Dear Ms. Miller-I am respondmg to your letter of October 6,19XX, to the Chairman, in w hich you raise a number of iss about transfer cases and related regulations. A review of our files indicates that we base already add . sed .

many of these issues in letters to you or in telephone conversations between you and members of < r staff.

In addition, the stalT of the NRC Office of Nuclear Reactor Regulation is preparing a letter in response to your three letters on the subject of dry cask storage, You can expect to receive that letter within the {

next rnonth.

l The 10 CFR Part 72 license approach has elicited many letters from the put lic. We try to review each letter quickly and then to study it carefully to identify any safety issues that isay not have been known to the staff. We respond as soon as we can, within our budget and stafflimits. W remain committed to our mission to protect the public health and safety. Please be assured that we will continue to closely monitor +

cask fabrication and use through our regular inspection program. We will also continue to verify that the firms involved are taking appropriate actions to correct findings from previous inspections.

If you need funher information, you may contact llenry Greer of my staff at 301-555-1123.

pp AEg s l o, E '

o UNITED STATES s e NUCLEAR REGULATORY COMMISSION

% WASHINGTON D.C. 20555-0001 April 3,19XX Mrs. Luann Jones Route 2 Bayou, LA 99209

Dear Mrs. Jones:

Your letter March I,19XX, to President Bateson suggested that nuclear waste be disposed of by launching it, via rocket, into the sun. One of the strengths of our nation is the concern private citizens such as yourself have about the issues we face.

You w ill be interested to know that in 1980 scientists from the Department of Energy investigated the j possibility you propose. floweser, they concluded that the possibility of failure of such a snission was too ,

high; a failure could result in an unacceptable release of radioactisity into the Earth's environment. A British study commission on environmental pollution reached the same conclusion. We believe these conclusions remain valid.

i am enclosing with this letter some fact sheets and brochures I believe you will find of intere"

.L M

I appreciate your sharing your suggestion and your concern. If you nad

. ,, onnation.

you may call Sue White of my staff at 301-555-9213.

Sincerely, u

m U.S. Nuclear Regulatory Commission

WRITING THE LETTER Writing Some Sample Responses Write first, polish later.

This advice is particularly valid when you are drafting the answer to a complex letter.

Structure centences with care.

Clear writing is always important, but it is most important when you are writing to someone who is hostile. You want to be doubly sure that everything you write can be readily understood and is tonot possible likely to be misinterpreted. You must also avoid making promises that may not be keep.

Use parallel structure to convey matching ideas.

Note the construction of this sentence: "We try to review .

, to identify..., and to respond.. " In another sentence, we might say, "The responsibilities include reviewing ..., identifying ..., and responding . " Usually, either form is acceptable, but be consistent whichever form is used -

in a sentence, in a paragraph, and in a document.

tI Use correct punctuation.

In a simple, direct letter, very little punctuation is needed. However, make sure that you do use whatever is required to meet the rules of grammar and to make the letter understandable to its intended reader.

Don't forget spell check.

But remember its limitations. A word may be spelled correctly- but it may be the wrong word.

Spell check can supplement but not replace your own careful reading.

Take a break, then read it again.

Are you saying everything you want to say, in the way you want to say it? Have you answered you the all concerns simplify a sentenceinorthe incoming letter? Is the information appropriate for the recipient? Can two?

Include a contact name and telephone number.

In this particular example, a phone number probably isn't necessary. In the letter shown at the top of the page, the writer of the incoming letter apparently already frequently calls NRC None theless, always including a contact name and phone number is a good writing habit one that-greatly enhances our responsiveness to the public.

Tha ABCs of Better Correspondence

m_

Notes:

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]',' U.S. Nuclear Regulatory Commission o

k<

he Handy Handbook The ABCs of Better Correspondence

THE HANDY HANDBSOK Some Suggested Enclosures When responding to questions or concerns from the public, you may find that enclosing existing NRC publications, fact sheets, brochures, or other material will save time and effort in explaining our responsi-bilities. You can also be sure that the information you are passing along has already been approved by NRC.

The NRC Information Digest (NUREG-1350) is an excellent source for general data and descriptions of NRC activities. In addition, the Office of Public Affairs can provide copies of press releases on specific subjects and copies of speeches delivered by the Chairman and the Commissioners. You may order NUREGs and Fact Sheets by calling 202-512-2409 or 2249 or by sending an e-mail request to amebride@gpo gov.

Other material listed below is available through the Office of Public Affairs.

Brochures OJJice ofNuclear AfaterialSafety and Price-Anderson System Safeguards (NUREG/BR-0137) (NUREG/BR-0079)

The Nuclear Regidatory Commission NRC - Regulator of Nuclear Safety (NUREG/BR-0099) (NUREG/BR-0164)

NRC Organizational Chart Working Safely with Nuclear Gauges (NUREG-0325) (NUREG/BR-0133)

NRC School Volunteer Program Public Petition Process (2.206)

(NUREG/BR-0104) (NUREG/BR-0200) 1 Citizen's Guides Citi:en 's Guide to NRC Information Guide to Open Afectings at NRC (NUREG/BR-0010. Rev. 2) (NUREG/BR-0128)

Guide to NRC Regulating Disposalof Low-lxvel Waste - 10 CFR Part 61 ,

Fact Sheets Reactor Licensing Process Public Document Room Users' Guide DisposalofRadioactive Waste (NUREG/BR-0004)

NRC Role in High-Level Waste Afanagement Dry Cask Storage ofSpent Fuel Fmm U. S. Commercial Nuclear Power Plants Nuclear Reactors and Independent Spent Fuel Storage Transportation ofSpent Fuel Plutonium Installations (Afap) 1.ists (found in the NRCInformation Digest)

List of Addresses of Utilities Operating Lists of Power Reactors in the U. S.

Power Reactors Reports NRC AnnualReport to Congress NRC Report on Transporting Spent Fuel -

gyyggo.;g45y (NUREG/BR-0111)

NRCInformation Digest (NUREG-1350),

Excerpt from WASH-1250, Safety of issued annually Nuclear Power Reactors l

Thc, ABCs of Better Correspondence

Notes:

26 U.S. Nuclear Regulatory Commission

THE HANDY HANDB99K Titles in NRC Correspondence Here are some examples of the proper use of titles in NRC correspondence. For a more comprehensive list, see Exhibit 4 in NRC Management Directive 3.57.

Addressee Address on Letter Openings and Closings and Envelope United S;ates Senator The Honorable (full name)

Dear Senator (surname):

United States Senate Sincerely, Washington, DC 20510 or The Honorable (full name)

United States Senator (Local address) (Zip Code)

Committee Chairman The Honorable (full name)

Dear Mr. Chairman:

United States Senate Chairman. Committee on Sincerely.

(name)

United States Senate Washington, DC 20510 United States The Honorable (full name)

Dear Congressman (sarname):

Representative United States House of or Representatives

Dear Congresswoman (surname):

Washington, DC 20515 Sincerely, of The Honorable (full name)

Member, United States House of Representatives (Local address) (Zip Code)

Committee Chairman The Honorable (full name)

Dear Mr. Chairman:

Ilouse of Representatives Chairman, Committee on or (name)

Dear Madam Chairman:

United States House of Sincerely, Representatives Washington, DC 20515 Professor Dr. or Professor (full name)

Dear Dr. (surname):

or Department of (name)

Dear Professor (surname):

(Name ofinstitution) Sincerely.

(Local address) (Zip Code)

Lawyer Mr. or Ms. (full name)

Dear Mr. or Ms. (surname):

Attorney at Law Sincerely, (Local address) (Zip Code) or (Full name). Esq.

(Local address) (Zip Code)

One individual Mr., Mrs., Ms., or Miss

Dear Mr.,

Mrs., Ms., or Miss (Full name) (surname):

(Local address) (Zip Code) Sincerely, 1

M JuP The ABCs of Better Correspondence '

t

/

Titles in NRC Correspondence q Addressee Address on Letter Openings and Closings and Envelope Two or more men Mr. (full name) and Mr. Gentlemen:

(Full name) Sincerely, or Messrs. (full name) and (Full name)

(Local address) (Zip Code)

Two or more women Mrs., Ms., or Miss (full name) Ladies:

and Mrs., Ms., or Miss Sincerely, (Full name)

For Other Situations If you cannot determine from the name on the incoming correspondence if the writer is a man or a woman, use "Mr." in the address and "

Dear Sir:

" in the opening.

If a woman has not indicated how she wants to be addressed ("Mrs.,""Miss," or "Ms."), use "Ms."

in the address and in the opening.

If a letter is from a group of two or more persons but is signed only by one person, address the reply to the individui who signed the incoming letter and reference the others in the opening paragraph.

I Punctuation Colons l m follow a formal salutation m introduce lists

Dear Ms. Franklin:

Her division was responsible for the fol-

Dear Senator Bames:

l basic research a separate certain numerical expressions confirmatory research written results The ratio is 1:4.

The test measures three areas of perfor- He will arrive at 3:30 p.m.

mance: management motives, manage-ment strengths, and leadership styles. Commas l m introduce an element to which the a separate items in a series, including writer wants to call special attention adjectives The director summarized the action that would footnotes, references, and bibliographies be taken: after the document is approved, the licensee will be required to c.;nform. The team wrote the proposal, John edited it, and the division director signed it.

It was the worst winter of my life: every week brought snow, sleet, or ice. The book had a water-stained, frayed, gray binding.

U.S. Nuclear Regulatory Commission

THE HANDY HANDBOOK Punctuation Commas, Cont. l m The high-level waste regulation (10 CFR Part 60) establishes the require-a usuall precede coordinating conjunc- ments f r site characterization of a geo-tions hat link the main clauses of a 1 gioepositmy sentence a set offletters or numbers that des.

The mall opens at 9 a. m., but the restaurant gn tems in a serks does not open until noon.

At the meeting, we will(l) read the min-a set off adverb clauses and introductory utes,(2) discuss the parking mies, and phrases at the beginning of sentences (3) v te n the recommendation.

Yes, I will attend the Commission meeting. a set o,ff,a reference, citation, ab-breviation, or acronym After the review is complete, the director will sign the repon. The results (see Figure 2) are 9uite sur-pnsmg.

m set offitems that ar,e non restrictive or arenthetical (that is, words or phrases Our predecessor agency was the Atomic hat add information to the sentence Energy Commission (AEC).

but could be eliminated without alter-mg the meaning of the sentence) Periods au The final rule, which was published on a end declarative sentences April 1, becomes effective July 1.

I read the repon.

a separate the name of a city and its ..

State and the date and the year, but a are used after abbreviations when the they are not used between month abbreviation without the period and year would spell a word The meeting was held in Chicago, Illinois, on gal., in. but ft, yd September 25,1994.

Semicolons l We visited the site in September 1993.

a separate main clauses when they My letter of January 19,1995, was sent. . are not , linked by a coordinating conjunction Dashes l lie agrees; I do not.

a set off a parenthetical expression The inspector removed several samples from (although they are rarely used in the crate; the forklift operator then stored the formal correspondence) er te.

There may be side effects - all bad - as a a separate items in a series that contain result of that decision, commas The entire division - managers, engineers, The inspector interviewed the forklift driver, administrative staff- attended. the health physicist, and the doctor; recorded each interview; and sent a copy of each tran-Parentheses l script to the Offices ofInvestigation, the In-spector General, and the General Counsel.

m set off explanatory material The inspector visited three of the four l Regions (I, III, and IV).

The ABCs of Better Correspondence

• Word Usage

)

Accept /Except l Assure / Ensure l Accept is a verb meaning to consent Assure means to set a person's mind to to or to agree to. Except is a preposi- rest; it is used with peopic. Ensure tion meaning to exclude. means to secure from harm; it is used with things.

You must accept the responsibility that goes with the appointment. I can assure you that the document will arrive on schedule.

We agreed on everything except the schedule.

During the meeting, the speaker assured the audience that she would answer all their ques-Advice / Advise l tions.

Advice is a noun that means counsel or suggestion. Advise is a verb that Adhering to this maintenance schedule will means to offer advice. ensure proper operation of the system.

My advice is to sign the contract immediately. Because/Since l 1 advise you to sign the contract immediately. Because expresses a causal relation-ship. Since expresses time, as well as circumstances a1d conditions.

l Affect /Effect l Afrectis a verb that means to influence. He did not attend 11 : meeting because he was Effect as a noun means a result. Effect called away on an e nergency, as a verb means to bring about.

Since 1988, the ager.cy picnic has been held The public utility commission's. decisions in September.

affect all State utilities.

Since I left the office early, I missed your tele-These policy changes had a good egcct on staff phone call.

morale.

Due to/Because of l The new manager effccred several changes to the policy. Due to (meaning caused by) is used with a form of to be and modifies a Among/Between l noun. Due to does not mean because of and should not be used to begin a Between applies to interactions be- sentence.

tween two persons or things. Among applies to interaction involving three The delay was due to an automobile accident.

or more.

The delay, which was due to an accident, This discussion is between you and me. resulted in a schedule change.

The three technicians discussed the test results Because ofIhe delay, the sehedute was among themselves before presenting their changed.

findings.

e, m

"' U.S. Nuclear Regulatory Commission

l THE HANDY HANDBeeK Word Usage l

Either/Neither l The director asked us to consider several prac-tical plans to improve public responsiveness. '

Either means one of two; neitheris its negative form. Use either or neither The innovative design for the secure doorway when only two persons or ideas or is believed to be practicable.

things are involved. Use or with either; use nor with neither. Principal / Principle l Either we complete the proposal today or we Principal means the head or chief.

lose the opportunity to win the contract. Princi dard. ple means a basic truth or stan-Neither the first nor second design will be used.

The president of the company was the princi-Farther /Further l palspeaker.

Farther refers to distance. Further We make monthly payments on the principal refers to time, degree, or quantity. of the loan.

Each reorganization moves yeur officefarther We follow the Principles of Good Regulation.

from mine.

Prior /Beforel Adding examplesfiertherimproves the guide's usefulness. Prior modifies a noun. Prior to must follow a form of to be and functions Fewer /Less l as a predicste adjective. Before is an adverb.

Fewerrefers to units orindividuals that can be counted. Less refers to mass, The agreement signed today replaces the prior bulk, or ideas that cannot be counted. agreement.

Fewer people attend the annual meeting each The report arrived before the letter.

year.

Shall/Must/SI:uuid/May/May Not -l We sellfewer copics of the paper each day.

In regulations, shaI/ indicates a require.

Less activity than predicted was visible around ment, may indicates an option, and Jupiter's moon. maynotindicates a prohibition. Shall is used with individuals or organiza.

As Mr. Jones gained more experience, tions; must is used with inanimate ob-dealing with personnel issues became less jects. In guidance, such as Regulatory difficult. Guides, should often indicates sug-gested use.

Practical / Practicable l The licensee shall check the operation of re-Practical applies to something that has usable collection systems each month.

already been done, that is known to be possible. Practicable a aplies to The instruction must describe the licensee's something that may be possib e but has procedures.

not yet been tried PP 11 The ABCs of Better Correspondence " "

Word Usage l

A licensee may not administer that dose to humans.

The licensee should conduct these drills before conducting the actual test.

That/Which l That begins a restrictive clause that is a necessary part of the complete sen-tence. Which bey, ins a non-restrictive clause that adds information but is not a necessary part of the complete sen-tence.

Training on a simulator ensures a degree of competence that cannot be learned otherwise.

She walked to the warehouse, which is a mile away, to pick up the supplies.

r R R.

U.S. Nuclear Regulatory Commission i

______m_____.______.___._____._.__________..____ ___________

The Quality of Correspondence Working Group Walter Oliu, Office of Administration, Chairman Juanita Beeson, Office of Administration Margo Bridgers, Office of the Executive Director for Operations Louise Gallagher, Office of Nuclear Regulatory Research Mindy Landau, Office of Public Affairs Donald Loosley, Office of Nuclear Material Safety and Safeguards Robert McOsker, Office of the Chairman R. Carol Norsworthy, Office of Nuclear Reactor Regulation Edward Oklesson, Office of Nuclear Regulatory Research Linda Ponner, Office of Congressional Affairs Ann Thomas, Office of the Executive Director for Operations

)

Printed on recycled paper Federal Recycling Program

bhLMkhALAA'> THE ABCS of tSti ILH COMMt3PUNUtNCE SEP I EMtstM 1996 UNITED STATES N""

NUCLEAR REGULATORY COMMISSION ME j

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