If you grab your post from the postbox and find a letter from a government agency, what's your first reaction? Does your stomach go into a twist? DO you rip it open immediately, or set it on the desk and hope it was a figment of your imagination?

I have to admit to being one of those people that has to take a few minutes before I open it. Just this week I found a letter from the US Department of Justice, Federal Bureau of Investigation in my box.

My first thought - "What did I do?" I just couldn't think of anything. Taxes are always filed on time, or early. No crimes I know of. What did they want with me?

Reluctantly, I opened the envelope. It's all black, no color at all. This cannot be good. The top right has the US Department of Justice, Federal Bureau of Investigation, FBI-New York and the address and a phone number.

My first question here is once they said Federal Bureau of Investigation, why take up a line for FBI-New York, but that's just me being picky.

It identifies me as PC McGrew, which is a bit odd. For some reason the FBI doesn't actually know my first name. Maybe that's good?

My address is correct, but only the five digit zip code.

The subject line says that it is regarding a case number that identifies it as owned by the NY office. Then, it says "Dear PC McGrew:"

Clearly, they aren't sure if I am male, female or alien.

The letter follows with, "This letter is to provide you with updates to the case by which you were previously referred to the FBI's Victim Assistance Program."

Interesting, but I've never had any communication from them before!

It goes on to say they have closed the investigation and tells me I made an important contribution. Finally, there is a phone number to call if I have any questions related to this matter. Oh, and no signature. It would have been easy to decide this was some sort of hoax or phishing letter.

Well, who wouldn't have questions? This two paragraph letter from the government provides no semantic or informational content. It directs me to a phone number to tell me that the letter refers to a case where customer data went missing from a credit card provider and that I should put a fraud alert on my credit files. The recorded message also tells me that I should call all three credit bureaus and provides the phone numbers to call, as well as information about a website I might want to go check, but it doesn't tell me why.

Think about the notices you get, and the notices your company sends. How many are guilty of the three deadly sins:

1. Fails to provide the reason for the letter using basic "What, Why, Who, When, What to do next" information.
2. Directs you to a second information source when the basics could have been in the original notice.
3. Fails to demonstrate that it should be taken seriously.

As we start to see the government chime in on regulating our bills and statements, it is reasonable to expect that they would regulate the content and presentation of regulatory notices. I wonder if they will take their own advice and force their own agencies to communicate more effectively.

Need to know more? Let me know!

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