Case Study: Example of Corporate Image Problems:
The South African Revenue "Service" (sic) has spent large amounts of
(taxpayers') money on its corporate image, getting a logo designed
and printing full colour letterheads. Yet a lack of templates and
training nullifies this new image and makes them look like a bunch
of idiots! In the letter below (a genuine letter from SARS,
the sender's name has been hidden to spare them embarrassment), the
following mistakes occur:
- Over eight months to give a response – training is needed
in customer service!
- Date of letter does not line up with address – a template
would fix this.
- It is rude to write all in CAPITALS – training is needed
in business etiquette and/or the use of Shift and
Caps Lock; a template with styles could help.
- Wrong form of address for a business letter ("Sir" (used
only for Letters to the Editor, or when challenging someone to a
duel) instead of "Dear Sir") – training is needed.
- Left margin is so narrow that punched holes for filing
obliterate text – a template would fix this.
- Spelling errors: "citezen", "ammended" – simple training
in using the word processor's spelling checker would alleviate
- Punctuation errors: no spaces after commas and full stops
– simple training in using the word processor's grammar
checker would alleviate this.
- Poor grammar: "what was stated as a VAT vendor you are
obliged to collect VAT", "the obligation imposed by
legislation,in this instance, VAT vendors." – the
grammar checker might help here, but a course in basic English
might be needed.
It could be argued that no amount of technology and training would
alter SARS's bad attitude towards the public, but we remain
If you came through the Software Africa web site, this web page
should have opened in a new window: Click the X at top right
to close it.
If you arrived here from a search, to open the Software Africa web
site (Features page) in this window, click here.
Press Ctrl+F to search this page for keywords.