2. Why do we communicate?
[Facebook's] whole theory is that people
have real connections in the world. People
communicate most naturally and
effectively with their friends and the people
around them.
~Mark Zuckerberg~
Mark Zuckerberg in Paris in 2008
3.
Why do we write business letters/
correspondence?
What is the difference between Business
and Normal Communication?
5. Tone
"Tone in writing refers to the writer's
attitude toward the reader and the subject
of the message. The overall tone of a
written message affects the reader just as
one's tone of voice affects the listener in
everyday exchanges." (Ober 1988)
6. General guidelines when
considering your tone and how to
present information:
Be confident.
Be courteous and sincere.
Use appropriate emphasis and
subordination.
Use non-discriminatory language.
Stress the benefits for the reader.
Write at an appropriate level of difficulty.
7. Format
There are 2 basic formats for formal letters
Block Format
The most common layout of a business
letter is known as block format. Using this
format, the entire letter is left justified and
single spaced except for a double space
between paragraphs.
8.
Semi Block Format –
It is much like the modified block style
except that each paragraph is indented
instead of left justified.
Idea!!
Microsoft Office 2000 - Letter Wizard can be used to
format business letters. To access the Letter Wizard,
click on the Tools menu and then choose Letter Wizard.
The Wizard will present the three styles (2 mentioned
here), just input the date, sender address and recipient
address into the selected format.
12. The Importance of Letters
Represent your company’s public image
and your competence
More personal than a report, yet more
formal than memos or e-mail
More permanent than e-mail
Constitute an official legal record of an
agreement
12
13. Writing Effective Letters
Analyze Your Audience:
Who is my audience?
Will my audience be favorably or unfavorably disposed to what I
am going to say?
What kinds of information will my audience expect me to supply?
How will my audience use the information I am sending?
What impression do I want my letter to make on readers?
Have a clear sense of your purpose and theirs
Select the best communication strategy
Draft, revise, and edit your letter
13
14. Letter Components
Essential Components
Writer’s Address
Date
Inside Address
Salutation
Letter Body
Complimentary Close
Signed Name
Typed Name
Optional Components
Subject Line
New Page Notations
Writer’s and Typist’s Initials
Enclosure Notation
Copy Notation
14
18.
Address of the reader
Reader’s
Name
Reader’s Title
Company Name
Company Street
Address
Company City
Company State
Company Zip Code
2-4 spaces
18
19.
IF you know the reader’s
name, salutation will be
First / Last Name
Followed by Colon
For example
OTHERWISE
Use title
Dear Vice President:
Use department’s name
Dear Mr. Smith:
Dear Ms. Jones:
Dear Miss / Mrs. Jones:
Dear Chris Evans:
Accounting Department:
2 spaces
19
25.
Can be used instead of
salutation
All CAPS
25
Must have a topic & focus
2 spaces below inside
address
26.
If writer and typist are two
different persons
Writer’s
initials- ALL CAPS
Typist’s initials-LOWERCAS
26
Separate both initials with
colon
2 spaces below typed
signature
27.
Enclose information as
Enc.;
OR
Enclosure; OR
Enclosures(2); OR
Enclosure: August Report
27
2 spaces below writer’s an
typist’s initials
28.
For a copy of letter, write
cc
(complimentary copy)
pc (photocopy)
For copies sent to other
readers, write
pc:
28
Reader Ma,e
2 spaces below enclosure
notation
29. Letter Formats
Full-block format
All
text typed on left margin
Spaces between paragraphs
Simplified format
Same
as full block format except
No Salutations
Subject Line introduced
No Complimentary Close
29
32. Classifications of business letters
Positive
Customer
relations letters responding favorably to a
writer’s request or complaint
Sales letters promoting a product
Neutral
Letters
requesting information about a product or
service, placing an order, or responding to some
action or question
Negative
Customer
32
relations letters refusing a request, saying
no to an adjustment, etc.
35. Inquiry Letter
You require information about any matter
of interest to you
It must
Contain
an effective technical writing style
Involve audience through pronoun usage
Avoid grammatical errors
Must contain the essential letter components
35
36. Components of Inquiry Letter Body
Introduction
Tell
your reader why are you writing
Inform reader about subject matter
What are you writing about? OR
What info do you want?
36
37. Components of Inquiry Letter Body
Discussion
Specify
your needs
Ask precise questions
List specific topic of inquiry
Quantify your questions
37
38. Components of Inquiry Letter Body
Conclusion
Must
be precise
Mention when do you want a response
Provide a specific date for response
Explain why do you want response by the
given date
38
39. Types of Business Letters
• Letter
of Transmittal
• Letter of Inquiry
• Claim/Complaint Letter
• Good News Letter
• Bad News Letter
• Letter of Application
• Many others
40. Letter of Transmittal
• Most examples of this letter type will contain three short paragraphs.
• The first paragraph will state WHAT is being transmitted and WHY it is being
transmitted.
• The middle paragraph will DESCRIBE in moderate detail the item being transmitted; for
example, if a report is being transmitted, the description would include the major sections
of the report and its major conclusion(s).
• The final paragraph will express HOPE FOR SATISFACTION with whatever is being
transmitted.
• Modified block with indentions is the usual format for this type of letter. ALWAYS
include an enclosure notation.
41. Letter of Inquiry
• Most examples of this letter type contain three short paragraphs.
• The first paragraph specifies the SUBJECT of the inquiry and indicates WHY the
inquiry is being made.
• The middle paragraph lists the specific items or questions that the letter writer wants or
wants answered; usually the items or questions are presented in bulleted list form.
• The last paragraph tactfully indicates a deadline by which the items being requested or
the answers to questions need to be supplied.
• Usually modified block with indentions format is used with this letter type.
42. Claim/Complaint Letter
• Most examples of this letter type contain three short paragraphs.
• The opening paragraph states the PROBLEM that the letter writer has encountered
and makes a specific CLAIM that will correct the problem.
• The next longish paragraph narrates the sequence of events involved in the creation of
the problem, and it describes the problem in detail. Dates, serial numbers, and other
factual data are the heart of this paragraph.
• The last paragraph tactfully requests timely correction of the problem.
• Usually modified block with indentions format is used with this letter type.
43. Good News Letter
• Most examples of this letter type contain three short paragraphs.
• The first paragraph makes the “GRANT,” that is, the solution to the problem/complaint
that the complainer has requested.
• The next longish paragraph explains in detail how the problem arose in order, if
possible, to show that is was not a result of bad faith or business practice on the part of
the company.
• The last paragraph HOPES FOR SATISFACTION on the part of the complainer
regarding the solution that has been offered.
• Usually modified block or modified block with indentions format is used with this letter
type.
44. Bad News Letter
• Letters of this type may contain three or more than three paragraphs, depending on the
degree of detail that is presented.
• The opening paragraph is usually short and neutral with regard to the issue (i.e., We
received your letter of August 29, 2007, in which you . . .).
• The middle paragraph(s) explains in detail the upcoming bad news, but does not
actually state the bad news (i.e., we cannot comply with your request to solve the
problem) until near, but not at, the end of the paragraph: i.e., “bury” the bad news.
• The last paragraph returns to a neutral topic.
• Full block format is usually used with this letter type.
45. Letter of Application
• This letter usually has three or four paragraphs.
• The opening paragraph states the specific POSITION for which you are applying; if
possible, it indicates how you gained knowledge about the position.
• The middle paragraphs discuss the specific QUALIFICIATIONS you possess that make
you a good candidate for the job; you should mention your resume near the beginning of
the first of these paragraphs
• The last paragraph REQUESTS AN INTERVIEW at the convenience of the company.
• Modified block with indentions is the usual format for letters of this type. ALWAYS
include an enclosure notation.
46. Suggestions for Letter of Application
• Make it one page long.
• Proofread the letter of application and resume VERY carefully; let there be NO
mistakes in them.
• Make every effort to mail the application letter to a specific person in the company; if
need be, make a call to find out the name of the person to whom to mail the letter and
resume.
• Mail the letter and resume in an envelope that is large enough that the letter and
resume do not need to be folded.
• A day or two before the deadline for sending in the letter of application, call the
company and verify that the letter has been received.