A project as complex as developing three letters from three different perspectives requires lots of planning in order to make suitable documents that fulfill many purposes as technical documents. The most difficult aspect of designing these letters was considering perspective, and not allowing bias to dictate the way they were written. This is where research was critical, for both roles as the initial unsatisfied customer and also the representative responding. To fully understand my role as the customer I chose to research beyond my own opinions and take quotes from others being affected by the same problem as I in order to get a fuller understanding of the issue. For the responder, I spent time going through UNM’s website and date in order to determine who would be most suitable to initially inquire, and from their consideration how they would respond. Going further I put myself completely in the responders shoes, and did research in that role to find solutions by the customer’s request. Research also included not just the written information within the letters, but also the visuality of the pieces as a multimodal component. In the inquiry and response letters this was as simple as color contrast and bordering to make the letter look genuine, personal, yet maintaining a level of professionalism. In the response letter this took research as to what a formal letter from UNM would actually look like, and imitating this design for my own purposes. This aspect of planning has helped me develop means of adapting to different roles and settings which may be out of my comfort zone or immediate knowledge, and finding the outlets which prepare me to do so.