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This document has been provided to the ICISG by the American Cancer Society, USAfor use in this Tool Box. The document is the property of the American Cancer Societyand permission to use it can only be given by the American Cancer Society.Helpful Phrases - Openings, Closings, and Requests for AdditionalInformation E-Mail

Note:

Email should focus on the writerAvoid using statements that imply a judgment or your personal feelingsSee 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 forour delayed response time. Your American Cancer

Society strives to answer questions in a timely fashion. Our email center is workingon methods to improve our response time.

In your email, you stated that [you were/the patient was] diagnosed with [type ofcancer]. You might find our document [name] helpful. This publication discussesdiagnosis, staging, treatment, follow-up care, and current research on the treatmentfor [type of cancer]. You will receive this document via email. If you have specificquestions after reviewing the literature, you may reply to this message or call us at 1-800-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 alsowant 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 offurther assistance in regard to cancer-related information, programs, services, orresources.

CALL CENTER SERVICES:

The American Cancer Society's National Cancer Information Center is a nationwideservice, open 24 hours a day, 7 days a week, that answers calls and email from thegeneral public, health professionals, cancer patients, and family members and friendsof patients. Cancer Information Specialists are available to answer questionsregarding 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 thisemail and indicate your needs.

Use the following script if you feel that a writer would benefit from speaking with aCancer Information Specialist via the telephone:

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The American Cancer Society has a National Cancer Information Center, staffed 24hours a day, seven days a week, to provide you with comprehensive informationabout cancer and cancer resources in your area. Call the toll-free number at 1-800-ACS-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 providepossible information and/or resources to the constituent.

For example, Mr. Smith writes a two word message "prostate cancer." It can bereasonably assumed that he might be seeking information about prostate cancer,provide him a link to our "Prostate Cancer" document and let him know we haveservices in case there has been a diagnosis. In cases in which further information isrequired to assist a constituent, ask clear and direct probing questions and/or let thewriter 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 arerequesting 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 byaccessing 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 theappropriate staff person.

In order to provide you with the most appropriate information, please answer thefollowing 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 asdirected by her.

The message we received from you contained no text. If you have a question orconcern you would like addressed by the American Cancer Society, please reply tothis message with your request.

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We apologize for the inconvenience, but your entire email was not received; pleasereply to this message with your inquiry. The portion of your email that was receivedis below: [portion of the message received]

The American Cancer Society welcomes your questions and comments; however, weask that you maintain professional and courteous communication with the Information

Specialists assisting you. Please refrain from using inappropriate or vulgar languagein 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