 Business correspondence means the exchange

of information in a written format for the

process of business activities.
 Business correspondence can take place
between organizations, within organization or
between the costumer and the organization.
 The correspondence refers to the written
communication between persons.
 A business letter is more formal than a
personal letter. It should have a margin of at
least one inch on all four edges. It is always
written on 8½"x11" (or metric equivalent)
unlined stationery. There are six parts to a
business letter.
 1.The Heading. This contains the return address (usually two or three lines) with
the date on the last line. Sometimes it may be necessary to include a line after the
address and before the date for a phone number, fax number, E-mail address, or
something similar. Often a line is skipped between the address and date. That
should always be done if the heading is next to the left margin. It is not necessary to
type the return address if you are using stationery with the return address already
imprinted. Always include the date.

 2. The Inside Address. This is the address you are sending your letter to. Make it as
complete as possible. Include titles and names if you know them.This is always on
the left margin. If an 8½" x 11" paper is folded in thirds to fit in a standard 9"
business envelope, the inside address can appear through the window in the
envelope.An inside address also helps the recipient route the letter properly and can
help should the envelope be damaged and the address become unreadable.Skip a
line after the heading before the inside address. Skip another line after the inside
address before the greeting.

 3. The Greeting. Also called the salutation. The greeting in a business letter is
always formal. It normally begins with the word "Dear" and always includes the
person's last name.
 4. The Body. The body is written as text. A business letter is never hand written.
Depending on the letter style you choose, paragraphs may be indented.
Regardless of format, skip a line between paragraphs.Skip a line between the
greeting and the body. Skip a line between the body and the close.

 5. The Complimentary Close. This short, polite closing ends with a comma. It is
either at the left margin or its left edge is in the center, depending on the Business
Letter Style that you use. It begins at the same column the heading does.The block
style is becoming more widely used because there is no indenting to bother with
in the whole letter.

 6. The Signature Line. Skip two lines (unless you have unusually wide or narrow
lines) and type out the name to be signed. This customarily includes a middle
initial, but does not have to. Women may indicate how they wish to be addressed
by placing Miss, Mrs., Ms. or similar title in parentheses before their name.The
signature line may include a second line for a title, if appropriate. The term "By
direction" in the second line means that a superior is authorizing the signer.

 The signature should start directly above the first letter of the signature line in the
space between the close and the signature line. Use blue or black ink.

 Business letters should not contain postscripts.

 Some organizations and companies may have formats that vary slightly
Full block style is a letter format in which all text is
justified to the left margin. In block letter style,
standard punctuation is placed after salutations and in
other headings. Open punctuation, however, refers to
a modification of style where all nonessential
punctuation is omitted. A few key factors will help you
understand block style format and the difference that
open punctuation makes.
 1. Return Address: If your stationery has a letterhead, skip this.
Otherwise, type your name, address and optionally, phone number.
These days, it’s common to also include an email address.
2. Date: Type the date of your letter two to six lines below the
letterhead. Three are standard. If there is no letterhead, type it where
shown.
3. Reference Line: If the recipient specifically requests information,
such as a job reference or invoice number, type it on one or two lines,
immediately below the Date.
4. Special Mailing Notations: Type in all uppercase characters, if
appropriate.
5. On-Arrival Notations: Type in all uppercase characters, if
appropriate. You might want to include a notation on private
correspondence.
6. Inside Address: Type the name and address of the person and/or
company to whom you’re sending the letter, three to eight lines below
the last component you typed. Four lines are standard.
7. Attention Line: Type the name of the person to whom you’re
sending the letter.
8. Salutation: Type the recipient’s name here. Type Mr. or Ms. [Last
Name] to show respect, but don’t guess spelling or gender.
9. Subject Line: Type the gist of your letter in all uppercase
characters, either flush left or centered. Be concise on one line.
10. Body: Type two spaces between sentences. Keep it brief and to
the point.
11. Complimentary Close: What you type here depends on the tone
and degree of formality.
12. Signature Block: Leave four blank lines after the Complimentary
Close to sign your name. Sign your name exactly as you type it below
your signature. Title is optional depending on relevancy and degree of
formality.
13. Identification Initials: If someone typed the letter for you, he or
she would typically include three of your initials in all uppercase
characters, then two of his or hers in all lowercase characters.
14. Enclosure Notation: This line tells the reader to look in the
envelope for more. Type the singular for only one enclosure, plural for
more.
15. cc: Stands for courtesy copies (formerly carbon copies). List the
names of people to whom you distribute copies, in alphabetical order.
Semi-block is similar to block but has
more informal appearance. All elements
are left-aligned, except for the
beginning of each paragraph, which is
indented five spaces. Paragraphs are
separated by a double line space.
Description: 8b. Explanation letter
1.Kop Letter 8c. The cover letter
2. Date of preparation 9. Greetings Closing
of letters 10. Name of office
3. Letter No. 11. signature
4. attachment 12. Names to approach
5. case 13. copy
6. The letter addressed 14. Attachment page
7. a word of salutation letter / initials
8a. Introduction letter
Simplified-style business letters contain all the same elements as the
full-block and semi-block letters. Like the full-block format, the simplified
format left-justifies every line except for the company logo or letterhead.
The date line is either slightly right of center or flush with the center of
the page. Letters written in the simplified format have fewer internal
sections, such as the body, salutation and date line.
Using the simplified style is the most useful at times when you don’t
have a recipient’s contact name. Because the simplified style does not
require a salutation, you don’t need the person’s name. The simplified
format does away with unneeded formality while maintaining a
professional approach.
This very useful style places the first words of each paragraph
prominently on the page. It is useful for letters that deal with a
variety of different topics. However, for normal business
communications, this style is very rarely used. The first line of
the paragraph begins at the left-hand margin. And the other
lines of the same paragraph are indented three to four
spaces. This is the reversal of semi-indented style discussed
in other page.
 The most common punctuation style in
business letters is called open punctuation. It is
easy to remember because no punctuation at all is
required in the heading, inside address, salutation
or closing.
Some offices prefer mixed punctuation. If you
are using this style, the only punctuation is a colon
after the salutation and a comma after the
complimentary close. The sample block format
letter is written with mixed punctuation
An older style of punctuation is occasionally seen. It is called
closed punctuation. Closed punctuation requires…
• A comma after each item in the heading and inside
address
• A period after the last item in the heading and inside
address
• A colon after the salutation
• A comma after the complimentary closing
• Closed punctuation is shown in the modified block
format letter above.
Most organizations have a policy about which
format and punctuation style will be used on
company correspondence. Of course, you will
follow company guidelines, but if you have a
choice, you may use any of the three formats
combined with any of the three punctuation
styles.
 The first element of all business letters is that they
should be clear. This includes the purpose of the
letter and words used within the text. Clearly state
your point near the beginning to allow the reader a
clear understanding of the letter's purpose.
 Avoid using extra words in a business letter. The
element of conciseness refers to stating an idea
in the fewest words possible. Don’t add
superfluous information or extra words to fill
space. Simply state the information that's
important and pertinent, and leave it at that.
 A business letter should also be considerate.
This element is important because you must
think about the reader and his feelings and
point of view. Make the letter about him and
not you.
 Business letters should show respect to the
reader and should demonstrate the writer’s
personal respect for the reader and the
company he works for.
 Concreteness refers to using vivid wording
within the letter that appeals to the reader’s
senses. If a business letter is dull, the
reader may skim through, missing
important points.
 When writing a business letter,
demonstrate a positive attitude that
expresses joy and cheer.
 A business letter must always be accurate.
This means ensuring every word within the
document contains accurate facts and figures.
This includes proofreading the letter to check
for grammar and spelling mistakes.
 Every business letter should show a bit of
uniqueness from the writer. This gives the
letter character and may make it more
interesting.
 Official letters – generic name of a large
group of administrative documents, which
serve as a means of communication with
institutions and individuals posts
something, notice something.
 Cover Letter – a document that informs the
recipient to send him to the letter
accompanying the documents.
 Letters of invitation sent offer to participate in
any of the activities. They may be addressed
as specific individuals, and institutions. They
disclosed the nature of the event, indicate the
dates and conditions for participation.
 Informational letter – informs the recipient of
any fact or event. Most often with the help of
newsletters promoting activities of any
organizations, their products.
 Sales Letter – a version of the newsletter is
sent to a specific recipient and includes a
detailed description of the advertised goods
or services.
 Letter of notification – is made for a specific
recipient, and is often a response to the
request.
 Letter of confirmation – confirm any fact,
action, a telephone conversation.
 Letter of reminder – provides guidance on
the approach or the expiry of the execution,
any obligation or the event.
 Letter of Guarantee – a document that
provides performance obligations contained
therein.
 Unsolicited letters – the letters to be
answered.
 Letters to the answers – a letter, in which
sound answers to these questions.
 Telegrams – type of document, defined by
the mode of transmission of information via
telegraph.
Four directions of business communication are:
I. Downward Communication
II. Upward Communication
III. Lateral or Horizontal Communication
IV. Diagonal or Crosswise Communication.
Every organization has a multidimensional or
multidirectional communication.
I. Downward Communication:
Traditionally, the emphasis in business organizations
has been on downward communication. This is
because of the hierarchical nature of organizations
where all communication basically and naturally flows
from top to bottom. It is the communication that comes
from superiors and flows down to the subordinates.
 Downward communication can be written as well as
oral. The oral communication is mostly through
information channels. The written downward
communication takes the form of orders, circulars,
policy statements, memos and procedural documents.
 Example, a CEO (Chief Executive Officer) or a General
Manager issuing instructions or sending letters to
various departmental heads.
1. To give specific directions about a job
2. To explain procedures
3. To apprise subordinates of their performance
4. To explain the significance of a job given to a
subordinate with respect to the organization’s
goals
(i) Distortion:
Downward communication is often marred by distortion or
contortion of the message. Any piece of information loses a bit
of its accuracy whenever it passes from one person to
another.
In fact, some directions or instructions may not even be
understood. This often affects the accuracy of the information.
By the time it reaches the receiver, the very crux of the
communication may be lost.
There is every likelihood of information
getting lost in the huge labyrinth that a
business organization often is. Information
in a written form is considered safer, but
even this is likely to get lost.
Downward communication may take a long time to
reach the person concerned. The communication
has to go through various levels before reaching the
grassroots. This makes downward communication
time-consuming. Often, this delay in downward
communication frustrates the top managers who
have issued the communication.
Downward communication may also be
hampered by under-communication or over-
communication by the intervening superiors.
The superiors may talk too much at times, and
too little at others. They may, thus, dilute or
modify the communication.
Downward communication reflects an
authoritarian setup. It prevents subordinates
from participating in the decision-making
process. It gives them a feeling of being talked
down to. Subordinates may, therefore, oppose
the decision or not welcome it wholeheartedly.
As the term suggests, this channel of communication pushes
information upwards. It starts from the people at the lowest
level of an organization and reaches the top. An open-door
policy, social gatherings, reports, direct correspondence,
counseling, etc. are some common methods of upward
communication.
Managers have now recognized the importance of this
channel of organizational communication. Until now, it was felt
that the right to communicate had been vested only in the top
management.
(a) Periodical meetings:
These are regular meetings with the staff and
subordinates conducted to invite suggestions,
opinions or other ideas.
(b) Written Representations:
An example of upward communication is a written
representation given by employees to their
superiors as regards what they feel about the work
environment and suggestions regarding
improvement.
(c) Informal Gatherings:
Parties and get-togethers provide opportunities for
the employees to share their feelings and have an
interaction with the superiors.
(d) Suggestion Schemes:
The employees are encouraged to give suggestions
on the practices and the systems being followed in
the organization. For this purpose, a suggestion box
may be kept.
(i) Feedback
This channel provides the management with the
necessary feedback. On the basis of the feedback,
the management can ascertain whether the
subordinates have understood a given set of
directions properly.
(ii) Outlet for held-up Emotions:
The employees get an opportunity to vent their
problems and grievances when they communicate
with the management.
(ii) Outlet for held-up Emotions:
The employees get an opportunity to vent their
problems and grievances when they
communicate with the management.
(iii) Positive Suggestions:
Quite often, this channel brings forward some
very useful suggestions from the employees,
which can be implemented for the
organization’s benefit.
(iv) Harmony:
Upward communication creates a congenial
atmosphere and brings the management and
the employees closer to each other. It creates a
positive psychological factor as employees feel
involved.
(i) Most problems in upward communication are
psychological in nature. Most higher-ups still do not
like to be ‘told’ anything about or against their own
decisions or wishes.
(ii) The employees are also hesitant to walk up to
managers and initiate upward communication.
(iii) A common belief among employees is that it may
not really be in their interest to communicate their
problems to superiors.
 (iv) Sometimes managers may not accept certain
unpleasant facts. This may lead to the distortion of this
channel of communication.
 (v) Subordinates may become too bold and directly
approach the top authority with their complaints. This
proves harmful as the relations between the workers and
their immediate superior get strained.
 (vi) Upward communication may also be used by
sycophants for personal gains. Such employees may try to
endear themselves to the superiors by passing on selective
information. Genuine information may, thus, get
suppressed or distorted.
This kind of communication takes
place between departments or
people on the same level in an
organizational structure. It is one of
the most frequently used channels of
communication.
Face-to-face discussions, telephonic
talks, periodical meetings, memos, etc.
are the ways of carrying out this type
of communication. It is very important
for the smooth functioning of every
organization as it promotes
understanding and coordination
between various departments.
Embarrassing situations can arise
when there is a lack of proper
horizontal communication.
(i) To create a friendly atmosphere in an
organization
(ii) To cut across departmental barriers
(iii) To ensure quick feedback
 (i) Lateral communication may give birth to gossip.
It can be used for rumur on-going and spreading
false information.
 (ii) Good ideas may get suppressed because such
communication often comes without authority or
sanction for implementation.
 (iii) Lateral communication can be effective only if
there is proper coordination.
Diagonal or crosswise communication
envisages a horizontal flow of information as
well as interaction across different levels of an
organization’s hierarchy. Communication flows
across different levels in an organization
among people who may not have direct
reporting relationships. Diagonal
communication is used to speed up the flow of
information.
 Itmakes effective efforts for achieving
organizational goals. A great deal of
communication does not follow the
organizational hierarchy, but cuts across
well-drawn lines. Channels of such
communication are general notices,
informal meetings, formal conferences,
lunch hour meetings, etc.
(i) To help in proper coordination
(ii) To communicate effectively whether laterally,
horizontally and diagonally
(iii) To improve mutual understanding
(iv) To boost the morale of lower level staff
through interaction across all the levels in the
organization
(i) There is a fear of encroachment in diagonal communication. The
superiors may feel bad when their subordinates are given importance,
and may even end up feeling bypassed.
(ii) The superiors may resist suggestions just because these have come
from subordinates. This comes out of a subconscious feeling of not
having been part of the consultation process.
(iii) Diagonal communication can lead to a network that is extremely
complex. An absence of accepted procedures may lead to internal
chaos. The fallout can then be external displeasure.
Basic of comparison Downward communication
Direction Downward communication
flows from higher to bottom
level
Speed Its speed is fast empowered
by authority
Purpose Its purpose maybe to give
orders for implementing
plans
Nature Its nature is authoritative and
directive
Example Its examples include orders
circulars notices etc.
Upward communication
Upward communication flows
from bottom to higher level
Its speed is slow
Its purpose is to provide
feedback and give
suggestions
Its nature is informative and
that of an appeal
Its examples include reports,
suggestions, grievances etc.