Please review your purchase records and receipts to see if they validate our findings and do not hesitate to contact Union, should you have any further questions.

Yours truly,

ATM Error Resolution Department, Union Bank

Audience analysis

• Identify your primary audience: Margaret Caldwell is a proud, older woman possessed of considerable wealth. The audience of this letter Ms. Caldwell, her husband, adult children, and other relatives with whom she shares her business affairs.

• Determine audience size and geographic distribution: The letter is likely to be read by small group of individuals who are close associates of Ms. Caldwell -- friends, family, and possibly an attorney.

• Determine audience...

Caldwell likely has a high rate of literacy, but may be unfamiliar or uncomfortable in dealing with electronic transactions. (Note that she wrote a formal letter, rather than sent an email to Union Bank).
• Understanding audience expectations and preferences: Ms. Caldwell likely wants a full explanation of the investigation, rather than to be merely informed that her claim was denied.

• Forecast probable audience reaction: Ms. Caldwell is likely to be unhappy, but will hopefully look over her grocery bills before pursuing the matter further