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This document has been provided to the ICISG by the American Cancer Society, USA for use in this

Tool Box. The document is the property of the American Cancer Society and permission to use it can only be given by the American Cancer Society.

Helpful Phrases - Openings, Closings, and Requests for Additional Information E-Mail
Note: Email should focus on the writer Avoid using statements that imply a judgment or your personal feelings See Helpful Writing Approaches OPENINGS: In response to your inquiry regarding ... Based on your message, it seems that... From the information you shared in your message, it appears that... Based on what you shared, it appears that... Thank you for using the American Cancer Society as a resource for cancer information. Please accept our apology for our delayed response time. Your American Cancer Society strives to answer questions in a timely fashion. Our email center is working on methods to improve our response time. In your email, you stated that [you were/the patient was] diagnosed with [type of cancer]. You might find our document [name] helpful. This publication discusses diagnosis, staging, treatment, follow-up care, and current research on the treatment for [type of cancer]. You will receive this document via email. If you have specific questions after reviewing the literature, you may reply to this message or call us at 1800-ACS-2345. CLOSINGS: Please feel free to contact us if you have additional questions or need more information. If you have additional questions or concerns after reviewing the information, please reply to this message. If you have additional questions or concerns, please reply to this message. Hopefully, the information provided will assist you in understanding your situation and discussing your cancer with your family and health care providers. You might also want to ask your physician how this information applies to your specific situation. Please do not hesitate to contact your American Cancer Society if we can be of further assistance in regard to cancer-related information, programs, services, or resources. CALL CENTER SERVICES: The American Cancer Society's National Cancer Information Center is a nationwide service, open 24 hours a day, 7 days a week, that answers calls and email from the general public, health professionals, cancer patients, and family members and friends of patients. Cancer Information Specialists are available to answer questions regarding many topics, including [choose educational topic to add here]. If you would like to learn more about any of the Society's programs or services, please call our National Cancer Information Center at 1-800-227-2345, or reply to this email and indicate your needs. Use the following script if you feel that a writer would benefit from speaking with a Cancer Information Specialist via the telephone:

The American Cancer Society has a National Cancer Information Center, staffed 24 hours a day, seven days a week, to provide you with comprehensive information about cancer and cancer resources in your area. Call the toll-free number at 1-800ACS-2345 if you are interested in speaking with a Cancer Information Specialist.

INTRODUCING INFORMATION: In response to your inquiry regarding ... Regarding [your request] In regard to [your request] The document might be helpful in addressing your concerns... Currently, the American Cancer Society does not have information on the topic you requested; however, ... For more specific information on ... In addition to ... To answer your question about . . . REQUESTING CLARIFICATION: Note: When a constituent does not explicitly state his need, clarification may be required to further assist him; however, in many cases, a reasonable assumption can be made regarding the constituent's needs. If this is the case, attempt to provide possible information and/or resources to the constituent. For example, Mr. Smith writes a two word message "prostate cancer." It can be reasonably assumed that he might be seeking information about prostate cancer, provide him a link to our "Prostate Cancer" document and let him know we have services in case there has been a diagnosis. In cases in which further information is required to assist a constituent, ask clear and direct probing questions and/or let the writer know exactly what information is needed to further assist him. Based on the information you provided in your message, it is unclear what you need. Please reply to this message clarifying the information and services you are requesting from the American Cancer Society. To provide you with appropriate resources, kindly reply with further information related to [your, the patient's, etc.] location (e.g., city, state, zip code, county). Alternatively, you can search for resources in [your, the patient's, etc.] area by accessing our Community Resource Database through the following link: http://www.cancer.org/asp/search/crd/crd_global.asp Please provide [specify the additional information needed] regarding your request for [request]. Once your reply is received, your message will be forwarded to the appropriate staff person. In order to provide you with the most appropriate information, please answer the following questions: To provide you with the appropriate information, please reply with... To provide you with information relevant to your situation, please reply with ... Due to the limitations of our website, your entire message was transmitted in unrecognizable characters. In order for us to respond to your questions, please reply to this message with your entire inquiry. Note: Forward blank messages to TEAM SUPERVISOR first, as there are some instances in which she can locate the constituent's text. Then, use this script only as directed by her. The message we received from you contained no text. If you have a question or concern you would like addressed by the American Cancer Society, please reply to this message with your request.

We apologize for the inconvenience, but your entire email was not received; please reply to this message with your inquiry. The portion of your email that was received is below: [portion of the message received] The American Cancer Society welcomes your questions and comments; however, we ask that you maintain professional and courteous communication with the Information Specialists assisting you. Please refrain from using inappropriate or vulgar language in your messages.

REPLY WITH REQUESTED INFORMATION: Thank you for replying to the request for additional information. Thank you for providing additional information related to [your situation, your sister's diagnosis, etc.].

Submitted 12/05