1. Letter Writing and
Reports and Proposals
Introduction
• Writing good business letters is an art that all technical people should master.
• when writing a business letter, the writer produces a one-sided conversation with the reader
in the sense that he/she has to anticipate the reader's questions and provide answers to those
questions.
What is a Business Letter?
• A business letter is a letter written in formal language, usually used when writing from one
business organization to another, or for correspondence between such organizations and their
customers, clients and other external parties.
Functions of the Business Letter
1. It provides a record of the activity for someone's file.
2. It allows the writer to provide more context or explanation than is usually possible on a form.
3. It helps the audience( reader ) remember what is to be done.
• Why write one?
• Written to give information
• Written to serve as evidence in cases of dispute
• Written to build goodwill
• Written to remember facts
• Written because they are convenient
• To Whom is one written?
• What should be in one?
• What is proper format?
How Business Letters are Organized
• Business letters are more personal than most other forms of technical writing.
• They emphasize the reader/writer relationship by the use of such pronouns as I, we, and You.

2. • Business letters share some organizational features with technical reports. They need to:
 orient the reader to the topic at hand,
 explain why the writer is writing,
 provide enough information to help the reader understand what he/she is to
do.
• To be able to provide this information, you need to generate ideas, analyze your audience,
decide what you need to say, and define your problem.
What are the types of Business Letters?
Formal Business
• May or May not be typed on Letterhead
– Letterhead
• Already contains your return address
• You don’t retype it
Types of Business Letters
• Letter of Transmittal
• Letter of Inquiry
• Claim/Complaint Letter
• Good News Letter
• Bad News Letter
• Letter of Application
• Many others
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).

3. • 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.
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.
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.
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.

4. • Usually modified block or modified block with indentions format is used with this letter type.
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.
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.
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.

5. • 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.
What are the Required Parts of a Business Letter?
• Letterhead or Heading
• Dateline
• Inside Address
• Salutation
• Body
• Complimentary Closing
• Signature
• Typists Initials
• Optional:
– Enclosure
– Attachment
What’s in The Heading
(yourinformation)
• Single Spaced – followed by four lines
• Always includes the date
– As the last entry
• Business Letter (no letterhead)
– Your return address
• Only abbreviation is Postal Code - NJ
– May include Phone#, Fax#, Email@
– Date
• Formal Business Letter (on letterhead)
– Date only

6. What is the Inside Address
(addressee’sinformation)
• Person’s Name, Title
• Company Name/Department
• Company Address
• Single Spaced
– Followed by one blank lines (Enter Key twice)
• What is the Salutation?
(a greeting)Dear Mr. Sloan
• Dear Dr. Smith
• Dear Ms. Jones
• Gentlemen
• Dear Sir or Madam
What is the Body?
(The actual letter)
• Brief and to the point!
– Strictly Business
• Guideline – 3 paragraphs (at least)
– Brief Introduction
– Contents - What I want
– Conclusion and Thank you
• Each paragraph:
– Single Spaced
– Followed by one blank lines (Enter Key twice)
•
Complimentary Close
• Sincerely

7. • Yours truly,
• Respectfully yours,
• Followed by three lines (Enter Key 4 times)
– After printing you will sign the letter here
Signature
• Your Full Name
– Mrs. Regina Sikorski
• Your Title (if appropriate)
– Computer Club Moderator
• Followed by one lines (Enter Key twice)
– If optional parts are required
Optional Parts
• Typist Initials
– If your secretary typed this for you
– RES/js
• Enclosure
– If something else is in the letter or package
– Followed by one lines (Enter Key twice)
What are acceptable formats for a Business Letter?
• Block
– All parts are Left Justified to the margin
• Modified Block
– All parts Left aligned
– Heading, Close, Signature at
tab position 3.25
– Indentation – choose either

8. • No paragraph indentation
• All paragraphs first line indent .5
What are acceptable punctuation styles for a Business Letter?
• Open
– No punctuation after
• Salutation or Complimentary Closing
– Dear Mrs. Smith
– Respectfully yours
• Mixed
– Punctuation after
• Colon (:) after Salutation
– Dear Sir:
• Comma (,) after Complimentary Closing
– Sincerely,

9. Example: Block/mixed punctuation
Software
Connections
1551 Riverwalk Pensacola, FL 32507 (904) 555-4422
November 3, 2009
Mrs. Edith Neal
Pensacola High School
719 Vista Boulevard
Pensacola, FL 32501
Dear Mrs. Neal:
Are you and your business students in a midyear slump? Do your classes need energizing?
Software Connection has the solution to your problem.
On Friday, November 20, Software Connection is sponsoring a Soft-A-Wareness seminar for
local schools. Students will have an opportunity for hands-on experience with the latest business
software. Professional programmers will be available to answer technical and career questions.
Drawings for free software will be held every hour—and a free lunch will be served to all
seminar guests.
Make plans now to attend. Simply indicate on the enclosed postage-free card how many students
you will be bringing, and mail it by November 6. We will do the rest!
Sincerely,
Erin Higgins
President
sls
Enclosure

10. Basic Letter Formats
• There are three common formats for the business letter:
1. The unblocked format.
2. The semi-blocked format
3. The blocked format.
4. The AMS simplified letter format.
The unblocked format
 The first line of the paragraph is indented a few spaces
 The writer's address, the date, the closing, the writer's signature , and the typed
version of the writer's name and job title are indented two thirds of the way across
the page.

11. The semi-blocked format
 The first line of the paragraph is lined up with the left margin
 There is an extra blank line between paragraphs to signal the start of a new paragraph.
 The writer's address, date, closing, and signature are indented as in the unblocked format.

12. The blocked format
 The first lines of paragraphs and all the other address, date, closing and signature
information are lined up with the left margin.
 There is an extra blank line between paragraphs.

13. The AMS simplified letter format
• Sometimes, the writer does not know the name or marital status of the reader. As a result,
he/she will have a problem writing a salutation Dear……..). This has given rise to a new letter
format called the AMS simplified letter format.
• In this format, the salutation is omitted.
• The subject line replaces the salutation and is typed in all capital letters.
• In other respects, this format resembles the blocked format, with every line beginning from
the left margin.( see figure 11-19. p. 219).

14. The Use of Letterhead Stationery
• When a writer is representing a company or organization, he/she should use the
organization's letterhead stationery for correspondences with people outside the
organization.
• When using letterhead, the location of the writer's address, city, state will be changed.( see
figure 11-1. p. 209)
• These are usually given in the letterhead typed at the top of the page.
• If a letter requires more than one page, the additional pages are called continuation pages are
typed on plain paper, not letterhead.

17. THE PURPOSE OF REPORTS
Reports are an effort to convey information. Written reports are especially useful to present complex
information in a way that facilitates problem solving and decision making. Written reports are
necessary under three circumstances:
1. When the person who must make the decision is too far removed-either in distance or
technical expertise-from a particular operation to observe it directly or accurately.
2. When an organization will need to retain particular information for comparative studies or
future reference.
3. When a particular situation is so complex that it requires careful analysis by one or more persons.
The main purpose of a business report, then, is to convey information from persons in a position to
observe a situation directly to the persons responsible for making a decision based on those
observations.
or …………..
Convey information

18. Assist decision-making
Solve a business problem
Record historical information
Functions of Reports
There are Two Types of Business Reports
1. Information reports
Are written to present data without analyses or recommendations.
• Examples:
– Trip reports
– Compliance reports
2. Analytical reports
Provide data analyses and conclusions on the issue that the writer has been asked to investigate.

19. Such reports often provide recommendations for the readers to consider, but only on request.
• Examples
– Feasibility reports
– Justification or recommendation reports
– Yardstick reports

20. Typical Informational Reports
Periodic or activity reports
Describe production, sales, shipping, service, and other recurring activities.
Trip, convention, conference reports
Describe an event, summarize three to five main points of interest, itemize expenses, and analyze the
event’s value.
Typical Informational Reports
Progress and interim reports
Explain continuing projects including work completed, work in progress, future activities, and
completion date.
Investigative reports

21. Examine problems and supply facts; provide little analysis.
Informational Report Content
Introduction
 Identify the report and its purpose.
 Present a brief overview of the report’s organization, especially for longer reports.
 When readers are unfamiliar with the topic, briefly fill in the background details.
Informational Report Content
Body
 Group facts or findings into three to five roughly equal segments that do not overlap.
 Organize by time, component, importance, criteria, convention, or some other method.
 Supply functional or talking heads (at least one per page) to describe each section.
 Use an informal, conversational writing style unless a formal tone is expected.
 Use bullets, numbered and lettered lists, headings, underlined items, and white space to
enhance readability.
Informational Report Content
Summary/Conclusion
 When necessary, briefly review the main points and discuss what action will follow.
 If relevant, express appreciation or describe your willingness to provide further information.
Analytical Report Content
Introduction
 Explain why the report is being written. For research studies, include the significance, scope,
limitations, and methodology of the investigation.
 Preview the report’s organization.
 Summarize the conclusions and recommendations for receptive audiences.

22. Analytical Report Content
Findings
 Discuss the pros and cons of each alternative. For receptive audiences, consider placing the
recommended alternative last.
 Establish criteria to evaluate alternatives. In “yardstick” studies create criteria to use in
measuring each alternative consistently.
 Support the findings with evidence: facts, statistics, expert opinion, survey data, and
other proof.
 Use headings, enumerations, lists, tables, and graphics to focus emphasis.
 Conclusions/Recommendations
Develop reasonable conclusions that answer the research question. Justify the conclusions
with highlights from the findings.
Make recommendations, if asked. Use action verbs. Explain needed action.
Typical Short Analytical Reports
Justification/recommendation reports
Make recommendations to management; provide data to solve problems and make
decisions.
Feasibility reports
Analyze problems and predict whether alternatives will be practical or advisable.
Yardstick reports
Applying the Writing Process to Reports
In Seven Steps1 Analyze the problem and purpose.
2 Anticipate the audience and issues.
3 Prepare a work plan.
4 Research the data.
5 Organize, analyze, interpret, illustrate the data.
6 Compose the first draft.
7 Revise, proofread, and evaluate.

23. Helping the Reader
• Organizing Information
• Using Headings
• Interpreting Data
Organizing Information
Reader comprehension, not writer convenience, should govern report organization. Possible
methods:
Time
Arrange data by chronology: e.g., 2006, 2007, 2008.
Component
Arrange data by classifications: location, geography, division, product, or part. A report discussing
company profits could be organized by each product.
Organizing Information
Importance
Order data from most important to least important, or vice versa.
Criteria
Arrange data by evaluative categories. In a report comparing fax equipment, organize by such
areas as price, warranty, speed, print quality, etc.
Convention
Organize data according to prescribed categories. Proposals, for example, are organized by staff,
budget, schedule, and so forth.
Structural Cues for Reports
Introductions
 Discuss purpose and significance of report.
 Preview main points and order of development.
Transitions
 however

24.  on the contrary
 therefore
 moreover
Structural Cues for Reports
Headings
 Write short but clear headings.
 Experiment with wording that tells who, what, when, where, and why.
 Include at least one heading per report page.
Structural Cues for Reports
Headings
Balance headings within levels. All headings at a given level should be grammatically similar. For
example:
Creating Team Motivation
Treating Employees Like Customers
(not Employees Should Be Treated Like Customers)
Structural Cues for Reports
Headings
Integrate heading gracefully. Try not to repeat the exact wording from the heading in the
following sentence. Also avoid using the heading as an antecedent to a pronoun.
For example, avoid:
CUSTOMER SURVEYS. These are…
REPORT, CHAPTER, AND PART TITLES
The title of a report, chapter heading, or major part should be centered in all caps.
First-Level Subheading

25. Headings indicating the first level of division are centered and bolded. Whether a report is single-
spaced or double-spaced, most writers triple-space (leaving two blank lines) before and double-
space (leaving one blank line) after a first-level heading.
Second-Level Subheading
Headings that divide topics introduced by first-level subheadings are bolded and begin at the left
margin.
Third-level subheading.
Because it is part of the paragraph that follows, a third-level subheading is also called a paragraph
subheading. It should appear in boldface print.
Interpreting Data
You are looking for
 Meanings
 Relationships
 Answers!
Interpreting Data
Devices for tabulating and analyzing data
• Table - systematic columns and rows
• The Three Ms
Mean - arithmetic average
Median - middle point in a range of values
Mode - most frequent value
Interpreting Data
• Correlation - relationships between variables
• Grid - boxes of rows and columns to sort data
• Decision matrix – grid that allows comparison among weighted criteria
• Mean, Median, Mode
• Mean: Average value

26. • Median: Middle point in range of values
• Mode: Most frequent value

27. Tips for
• Conclusions
• Recommendations

32. PROPOSALS
Proposals
• Communicate what you plan to do or offer
• Explain how you will implement what you propose
• Convince potential customers that you can beat the competition
• Stress unique qualifications of your organization
Often stand alone in selling your solution or services
Two Purposes
• Commercial proposal: Sell a specific product or solution to meet a particular need
• Qualification proposal: Attempts to demonstrate that you can devise and implement steps to
an effective solution
Classifications

33. • Internal vs. external
• Solicited versus unsolicited
• Oral versus written
Forms of Proposals
• Letter proposals
• Preliminary proposals
• Detailed proposals
• Oral proposals
• Thesis or dissertation proposal
Planning the Proposal
1. Screening
2. Creating a capture plan
3. Formulating solution and implementation strategies
4. Budgeting and scheduling the proposal effort
1. Screening
• Should your company consider competing for the job?
• Is your company capable of doing the work?
• Will this job enhance your reputation?
• What are your chances of winning?
• What is the total value of the project or sale to your company?
2. Creating a Capture Plan
Customer Analysis
• Problem identification
• Needs analysis
• Customer‟s previous procurement background

34. • Proposal evaluator
3. Creating a Capture Plan
Situational Analysis
• Competitor analysis
• Internal analysis
• Theme development
4. Formulating Strategies:
Technical strategy
Management strategy
Cost strategy or estimate
The Proposal Writing Process
• Be persuasive
• Write effectively
• Use graphical appeal
Proposal Format
• Cover

35. • Executive summary
• Introduction
• Need or problem statement
• Technical solution or methodology
• Management profiles
• Budget
• Conclusion and recommendations
• Bibliography
• Appendices
Finishing the Proposal
• Package your proposal professionally
• Evaluate your proposal in light of the RFP or IFB
• Be attentive to details
• Be prepared to present the proposal orally
Thesis Proposals
• Problem statement
• Hypothesis or research questions
• Literature review
• Methodology
• Anticipated results
• Statistical analysis of data
• Expected value or implementation
MEMOS
The Business Memo
• The memorandum, usually called a memo, is a common form of internal
communication in business and academia. Memos have many purposes, including
informing employees, giving directions, outlining procedures, requesting data,
supplying responses, and confirming decisions. But essentially there are three basic
reasons to write a memo:
• To persuade to action (we should do this)
• To issue a directive (do this)
• To provide a report (here‟s what was done, or here‟s what we found out)
Every good memo includes:
• A clear statement of purpose, stated upfront: I am writing because . . .
• Information about what the reader needs to know: The facts are . . .
• Statement of any action requested, ordered, or undertaken: I will, or I propose that
you . . .
General points to remember

36. • Audience: Write for your audience and give them what they need: What is their
education, background, company status? What do they need to know to understand
and act upon your memo?
• Informative subject line: Be upfront as to what the memo is about.
• Length: A memo is usually no more than one page long.
• Coherent: Keep the memo structure simple and logical. The memo should focus on
communicating about one problem or issue, and each paragraph in the memo
should focus on one idea.
• Concise: Check for needless words. Keep the memo to one page or less, and use
attachments or separate summaries for additional information.
• Common language: Use accessible language, favoring clear, direct, simple words
over the showy and fancy. Be specific, not general; concrete, not abstract.
• Factual Tone: Use a neutral or positive tone where applicable; avoid emotionally-
charged words. Strive for a professional, „business-like‟ voice.
• Formatting: Follow standard guidelines for hard-copy memos.
• Use an easy-to-read 12-point font.
• Margins should be 1 inch all around (some memos use 1.25 inch margins),
left justified.
• Leave a 1.5 inch margin at the top (unless using letterhead), and type the
word MEMORANDUM, bolded and centered on the first line. Double-space
to begin the memo.
• Paragraphs are block-style (first line not indented) and single spaced.
• Don't use an opening salutation or a complementary close.
• Don't sign a memo at the bottom. Add your initials beside your name in the
heading. This indicates that you have read and approved the memo.
Standard Memo Format: Heading, Opening, Body, and Closing
• HEADING: The heading follows this general format (double-spaced):
To: (readers‟ names and job titles)
From: (your name and job title, and your hand-written initials next to your name)
Date: (complete, current date)
Subject: (what the memo is about, the main idea of the memo summarized)
• The subject line serves a similar function as a title to an essay: it should tell your
reader what you‟re writing about in clear terms and in few words.
• For example, "Clothes" could mean anything from ties and jackets are required in
the workplace to the institution of causal Friday. If the subject line reads, “Office
Party Dress Code,” the subject is clear.
OPENING: The opening segment of the memo makes the purpose of the memo
clear.
• The first sentence or two functions much like the thesis statement of an essay,
stating the main point and purpose of the memo, and what you want the readers to
know or act upon.
• The opening should be brief, the length of a short paragraph. Use language and key
words that alert reader to your subject and purpose.

37. • For example, “In response to your request for suggestions about X, I propose….”
Or,
“After investigating X, I suggest that the company do Z….”.
• BODY: The body of the memo, like the body of an essay, develops the main point
stated in the opening.
• It includes information about the event, circumstance, or problem being addressed.
• It also provides justification for actions or policies undertaken, requested, or
recommended.
• Organize material in the body logically, usually in two to four short paragraphs.
Present your information in order of importance (most to least important) or by
enumerating items (first, second, third).
• Use graphic devices such as bulleted lists, headings, columns, bolded text, white
space and other methods that make the information easy to scan and comprehend.
• Each paragraph within the body of the memo should be short, no more than eight
or so printed lines, and it should focus on a single idea expressed in a main sentence.
• When you include supporting information from a source, use language cues that tell
your reader you are referring to source information:
• E.g. “According to my investigations,” or “Market research completed by the Orion
firm has found that. . . ”. This is called using a signal phrase to introduce your
supporting evidence and attribute it to its source.
• CLOSING:
• The closing segment should be a brief, courteous ending to your memo.
• It usually presents information about actions taken or requested, relevant dates and
deadlines.
• If no action is requested, it may offer instead a simple closing thought.
• Examples: “I would be glad to meet with you about this on . . . .” ; “Thank you for
your attention to this matter.” ; “Please review this information and respond to me
by . . . .”.
• ATTACHMENTS:
• If you attach any documents, lists, graphs, tables, etc. to your memo, add a notation
at the end of the memo about what is attached, placed below the closing.
• Any attached materials should also be referred to in the body of the memo.
Types of memos
Most business memos are written for one of three purposes:
• Persuading readers to do something
• Communicating a directive
• Providing technical information
1. Persuasive Memo Example

38. 2. Directive Memo Example

39. 3. Technical Memo Example