BUSINESS LETTERS

It is essential to write a business letter to

maintain contacts with the external world
including other businessmen, customers and
government departments.
It serves as a record for future reference.
It leaves more durable impression on the
receiver's mind than an oral message.
It is used as a legal document.
It is used to build goodwill.
 FUNCTIONS OF
BUSINESS LETTER
To provide a convenient and inexpensive means of
communication without personal contact.
To seek or give information.
To furnish evidence of transactions entered into.
To provide a record for future reference.
Record and reference
Making a lasting impression.
Widening the approach
An authoritative proof.
Building goodwill.
 KINDS OF BUSINESS
LETTERS
A.1. ENQUIRIES & IMPORT EXPORT
REPLIES AGENCY
ORDERS&EXECUTION D.1. APPLICATION
CREDIT& STATUS LETTERS
COMPLAINTS& INTERVIEW LETTERS
ADJUSTMENTS E.1. CORRESPONDENCE
COLLECTION LETTER. TO SECRETARY.
B.1.CIRCULAR LETTERS CORRESPONDENCE
SALES LETTERS WITH STATE &
CENTRAL GOVT.
C.1. BANK
CORRESPONDENCE F.1. LETTERS TO PRESS

INSURANCE
 THE IMPORTANCE OF LETTERS

Letters represent your companys public image and

your competence
Letters are more personal than a report, yet more
formal than memos or e-mail
Letters are more permanent than e-mail
Letters constitute an official legal record of an
agreement
Letters follow up on telephone calls and other types of
oral communications
Letters provide a wide range of corporate information
Letters can support action
Letters sell
Letters are efficient for targeted mass mailings
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
PROOF READING YOUR LETTER

Proofread everything that has your name on it

Take time to proofread your letter for
Errors of facts
Miscalculations
Misrepresentations
Accuracy of prices, dates, and serial numbers
Full-block format
All text flush left, spaces between paragraphs
Semi-block/Modified format
The writers address, date, complementary close, and
signature to the right side of the letter
The date aligns with the complementary close
Notations of enclosures flush left below signature
 LETTER FORMATS

Full-block format
All text flush left, spaces between paragraphs
Semi-block/Modified format
The writers address, date, complementary close, and
signature to the right side of the letter
The date aligns with the complementary close
Notations of enclosures flush left below signature
Indented paragraph format
Identical to the semi block format except that each
paragraph is indented five spaces Continuing pages.
If your letter runs beyond one page, use name, page
number, or address in the header of the second page.
 PARTS OF A LETTER

Letter Head Signature

Date line Reference
Reference Number Enclosure(s) line
Attention Line Carbon Copy
Inside address Post Script
Salutation
Subject line
Text of the letter
Complementary
close
 TYPES OF LETTERS

Four common types of business

correspondence
1. Inquiry letters
2. Special request letters
3. Sales letters
4. Customer relations letters:
Follow-up
Complaint
Adjustment
Collection
 TYPES OF LETTERS

CLASSIFICATIONS OF BUSINESS LETTERS

Positive
Customer relations letters responding favorably to a
writers 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 relations letters refusing a request, saying
no to an adjustment, etc.
 INQUIRY LETTERS

Inquiry letters ask for information about a product,

service, publication, or procedure
Be sure to supply appropriate, or exact descriptions of
what you are inquiring for.
Rules for effective inquiry letters:
states information writer wants
indicates clearly why the writer must have the
information
keeps questions short and to the point
specifics when the writer must have the information
thanks the reader
SPECIAL REQUEST LETTERS

Make sure you address your letter to the right

person
State who you are and why you are writing
Indicate clearly your reason for requesting
the information
Make your questions easy to answer and
separate them clearly.
Specify exactly when you need the
information and allow sufficient time
SPECIAL REQUEST LETTERS

Offer to forward a copy of your report, paper,

or survey in gratitude for the help you were
given
If you want to reprint or publish the
materials you asked for, indicate that you will
secure whatever permissions are necessary
Assure confidential, if that is appropriate
End by thanking the reader for helping
 SALES LETTERS:
SOME PRELIMINARY GUIDELINES

Identify and limit your audience

Use reader psychology
Don't boast or bore
Use words that appeal to the readers
Senses.
Be ethical
 Use block style - do not indent paragraphs.
Include address of the person you are writing to at
the top of the letter, below your company address.
After the address, double space and include date
Double space (or as much as you need to put the
body of the letter in the center) and include the
salutation. Include Mr. for men or Ms for women,
unless the recipient has a title such as Dr.
State a reference reason for your letter (i.e. "With
reference to our telephone conversation..."
Give the reason for writing (i.e. "I am writing to
you to confirm our order...")
 Make any request you may have (i.e. "I would
be grateful if you could include a brochure..."
If there is to be further contact, refer to this
contact (i.e. "I look forward to meeting you
at...")
Close the letter with a thank you (i.e. "Thank
you for your prompt help...")
Finish the letter with a salutation (i.e. "Yours
sincerely,")
Include 4 spaces and type your full name and
title
sign the letter between the salutation and the
typed name and title
1. Return Address: Otherwise, type your name, address and
optionally, phone number.
2. Reference Line: If you're replying to a letter, refer to it here. For
example,
Re: Job # 625-01
Re: Your letter dated 1/1/200x.
3. Special Mailing Notations: Type in all uppercase characters, if
appropriate.
SPECIAL DELIVERY
CERTIFIED MAIL
AIRMAIL
4. On-Arrival Notations: Type in all uppercase characters, if
appropriate.
PERSONAL
CONFIDENTIAL
5. Inside Address: Type the name and address of the person and/or
company to whom you're sending the letter.
6. Attention Line: Type the name of the person to whom you're
sending the letter. If you type the person's name in the Inside
Address (6), skip this.
7. Salutation: Type the recipient's name here. Type Mr. or Ms.
[Last Name] to show respect, but don't guess spelling or gender.
Some common salutations are
Ladies:
Gentlemen:
Dear Sir:
Dear Sir or Madam:
Dear [Full Name]:
To Whom it May Concern:
8. Subject Line: Type the gist of your letter in all uppercase
characters, either flush left or centered. Be concise on one line.
SUBJECT: RESIGNATION
LETTER OF REFERENCE
JOB INQUIRY
9. Body: Keep it brief and to the point.
10. Complimentary Close: What you type here depends on the tone
and degree of formality. For example,
Respectfully yours (very formal)
Sincerely (typical, less formal)
Very truly yours (polite, neutral)
Cordially yours (friendly, informal)
11. Signature Block: Sign your name exactly as you type it below
your signature. Title is optional depending on relevancy and
degree of formality. Examples are
John Doe, Manager
P. Smith, Director, Technical Support
R. T. Jones - Sr. Field Engineer
12. Identification Initials:.
13. Enclosure Notation: Type the singular for only one enclosure,
plural for more. If you don't enclose anything, skip it. Common
styles are below.
Enclosure Enclosures: 3 Enclosures (3)
 Block Format
Ernie English
1234 Writing Lab Lane
Write City, IN 12345

March 16, 2001

Dear Mr. English:

The first paragraph of a typical business letter is used to state the main point of the
letter. Begin with a friendly opening; then quickly transition into the purpose of your
letter. Use a couple of sentences to explain the purpose, but do not go in to detail until
the next paragraph.

Beginning with the second paragraph, state the supporting details to justify your
purpose. These may take the form of background information, statistics or first-hand
accounts. A few short paragraphs within the body of the letter should be enough to
support your reasoning.

Finally, in the closing paragraph, briefly restate your purpose and why it is important. If
the purpose of your letter is employment related, consider ending your letter with your
contact information. However, if the purpose is informational, think about closing with
gratitude for the reader's time.

Sincerely,

Lucy Letter
123 Winner's Road
New Employee Town, PA 12345
Modified Block Format
March 16, 2001
Ernie English
1234 Writing Lab Lane
Write City, IN 12345

Dear Mr. English:

The first paragraph of a typical business letter is used to state the main point of the
letter. Begin with a friendly opening; then quickly transition into the purpose of
your letter. Use a couple of sentences to explain the purpose, but do not go in to
detail until the next paragraph.

Beginning with the second paragraph, state the supporting details to justify your
purpose. These may take the form of background information, statistics or first-
hand accounts. A few short paragraphs within the body of the letter should be
enough to support your reasoning.

Finally, in the closing paragraph, briefly restate your purpose and why it is
important. If the purpose of your letter is employment related, consider ending your
letter with your contact information. However, if the purpose is informational, think
about closing with gratitude for the reader's time.
Sincerely,

Lucy Letter
Semi-Block Format
March 16, 2001

Ernie English
1234 Writing Lab Lane
Write City, IN 12345

Dear Mr. English:

(Indent) The first paragraph of a typical business letter is used to state the main
point of the letter. Begin with a friendly opening; then quickly transition into
the purpose of your letter. Use a couple of sentences to explain the purpose,
but do not go in to detail until the next paragraph.

(Indent) Beginning with the second paragraph, state the supporting details to
justify your purpose. These may take the form of background information,
statistics or first-hand accounts. A few short paragraphs within the body of the
letter should be enough to support your reasoning.

(Indent) Finally, in the closing paragraph, briefly restate your purpose and why
it is important. If the purpose of your letter is employment related, consider
ending your letter with your contact information. However, if the purpose is
informational, think about closing with gratitude for the reader's time.

Sincerely,

Lucy Letter
1-2 Full block letter
1-3 Semi block letter
1-4 Block letter
Simplified style

The Simplified Style

This style is the same as the full-blocked, except:
There is no salutation or complimentary closing;
A capitalized subject line (without the word subject)
must be used;
The signers identification is typed in all capitals; and
Unnumbered lists are indented five spaces.
 Two Letter Techniques:
Direct vs. Indirect
Best for: Best for:
Good news Bad news
Non-emotional issues Less direct readers (some
Audiences that prefer a international)
straightforward approach Sensitive situations
Issues that need explaining
Introduction: Introduction:
Establishes a reason for writing Acts as a buffer with a positive or
Presents main idea neutral statement
Compliments the readers,
Body: agrees, appreciates, thanks, and
Provides and explains details more
Body:
Explains situation first
Conclusion: Leads up to the point/issue
Reminds of any deadlines States point/issue
Presents call for action If possible, links bad news with
Looks to future benefits
Does not place blame
Conclusion:
Does not apologize
Gracious closing
Inquiry Letters

Purpose: Ask for information

State clearly what information you are requesting and
why
Write specific, concise, to the point questions that are
both easy to understand and easy to answer
Use bullets to highlight the questions
Leave space for the readers to answer the questions
Attach a questionnaire if you have more than 5 questions
Specify when you need the answers by
Thank the reader
 Special Request Letters
Purpose: Make a special demand
State clearly who you are and why you are writing
Convince the reader to help
Show you are hard working
Discuss your reason for the request
Show you understand the situation and have done research
Discuss why the person you are writing to is the best person to help
Write specific, concise, to the point questions that are both easy to
understand and easy to answer
Use bullets to highlight the questions
Leave space for the readers to answer the questions
Attach a questionnaire if you have more than 5 questions
Specify when you need the answers by
Thank the reader
Offer the reader a copy of the report or results
Ask for necessary permissions
Sales Letters

Purpose: to persuade the readers to buy a product,

service, idea, or point of view
Grab the readers attention
Highlight the products appeal
Show the product's use
Conclude with a request for action (buy it!)
Appeal to the reader with reader-centered issues (health,
convenience, service, saving money)
Use concrete words and colorful verbs
Be ethical and truthful
Dont brag or go on
Customer Relations Letters

Purpose: establish and maintain good

relationships with the customers
Be diplomatic
Be persuasive
Write from and understand the readers
perspective
There are several types
 Claim Letters: A Type of Customer Relations
Letter

Purpose: Express a complaint and request specific action

(must have both)
Choose a direct or indirect approach
Direct is best for routine claim letters: claim is backed by guarantee,
warrantee, contract, reputation, or more
Indirect is best for arguable claim letters: when the claim is debatable
or unusual
Use a professional, rational, if possible positive, tone, and not
a hostile, negative, and/or emotional tone
Clearly describe product or service with necessary details
Explain the problem with details
Propose a fair, precise, and appropriate request/adjustment
Present an explicit deadline
Thank You