A government letter should feel like a bridge between the state and its people. Many letters in Jammu and Kashmir read like directives handed down from above. Tone matters in public life, and tone in official communication sends a clear message about how the state views its citizens.

A recent example captures the problem in plain terms. 

A Station House Officer wrote to a local NGO seeking help to rehabilitate people with mental disabilities. The request read like a command. The letter opened without a salutation and ended without any courteous sign-off. 

It carried the weight of authority, though the situation called for cooperation and empathy. The document circulated in a WhatsApp group and drew attention for the wrong reasons. 

A senior police officer promised to address the issue, though similar patterns continue in many departments.

This trend appears in civilian offices as well. Junior assistants and senior officers often send replies that skip basic greetings. A simple “Sir” or “Madam” rarely appears. Responses under the Right to Information Act reveal the same approach. 

Citizens file applications seeking information guaranteed by law, and many receive replies that read like terse notes. Language sets the tone of public service, and current practice signals distance rather than respect.

Experience over........

© Kashmir Observer