Pointing Out Others’ Errors
Guidelines
Begin on a neutral note. Then “creep up” on the error if you can. Passive voice constructions can be useful here: “In the future, spare parts should be sent by air freight.” (You do not say the sender has made a mistake this time.) At other times, you can walk around a direct assault with a “there are problems” approach.
Focus on what you have done or what the reader should do to correct the problem rather than trying to assign blame. Your letter should not begin a game of “Gotcha.”
Show diffidence and humility. Don’t patronize. Even the insertion of courtesy words such as “please” and “appreciate” fails to compensate for sarcasm. Watch unusual punctuation marks and underlined words to avoid “screaming” in print. Also, avoid showing your “tolerance” in overlooking or correcting another’s error.
Don’t assume the error is intentional or due to carelessness. Consider the possibility that your instructions have been unclear or that circumstances prevented compliance or perfection. At the very least, consider that the reader may not have been aware of the importance of accuracy. Assume some of the responsibility for the error yourself.
Don’t exaggerate results of the error. If readers think you have overplayed the subject, they’ll compensate by playing down its importance.
Emphasize the importance of accuracy.
Suggest precautions against future problems.
For further guidelines in addressing errors, see “Complaints.”
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