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Case Study: Example of Corporate Image Problems:
SARS
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
this.
- 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
hopeful...
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