Drafting emails to rectify consumer complaints on iPads

Social lteracy skills are essential to learn. Using iPads and emails we were practicing  how to operate in a real life.

TeacherKatie Fitzgerald



School levelPrimary school


In this lesson I had several essential parts:

  • Identify causes of customer complaint
  • Classify complaints
  • Explain how a customer would complain
  • Draft complaint email using iPads and Gmail
  • Social Literacy Skills - improve children’s ability to respond using different forms of social language and by using ict-methods.

In the future I would like develop this idea. I would put children in pairs and select one child as the shop manager and other child as the customer. They would build up a correspondence over several sessions using IPad where they continue to communicate to each via using email communication, until a resolution is found. Appropriate social language would have to be pre-taught and assistance would be needed to guide the students as how to find a possible solution/problem solving.


Essential steps:

  • Discussion: what types of issues do customers complain about?
  • Recall a time when you had to complain
  • Create list of typical issues
  • Classify complaints into categories
  • Discussion: how would you go about making a complaint? What are the different ways?
  • Teacher model: Draft short email to make complaint about small issue
  • Students then draft their own email


Tablets were used as there is two children in this learning support group with specific literacy difficulties. These students are often very reluctant to write as they have self-conscious and are consumed with their errors in their work. For this reason I chose the tablets as they are very useful to empower these children and leave them with a greater sense of achievement in their completed work. The learners gain by using tablets:

  • Satisfaction and achievement from completing Draft complaint email
  • Identify errors and self-correct using correction features
  • A sense of Independence working alone, without relying on teacher for assistance
  • Sequence skills using tablets to carry out task.
  • Self-confidence- ability to transfer some of skills to written work

The fact that the children have a very positive attitude towards IPads is a big plus. It means that the children are enthusiastic about the lesson before they even find out what the content is. As mentioned previously, tablets are also very useful for children who are reluctant to write due to literacy difficulties. It is much easier to encourage them to complete forms of written work when they are using an IPad as they are much less self-conscious.

Back to success stories