"Although correspondence with the public may not be the most frequent form of written communication in the fire service and emergency medical services (EMS), it is certainly one of the most important. Effective replies to letters from private citizens project a positive image of the fire department. If people feel good about their fire department, they will be more likely to cooperate in observing the rules and precautions necessary to prevent fires and medical emergencies. Since correspondence from the public falls rather easily into categories, it is inevitable that a fire department would develop and use a certain number of standard replies."
Coffee Break Training - Management Science Program Series No. MS-2011-5
United States Fire Administration: http://www.usfa.fema.gov/