Business Communication - Chap 2 -business writing

Business Writing

Getting Down to Basics!

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

Why do we write business letters/ correspondence?

What is the difference between Business and Normal Communication?

Towards Effective Written Communication Tactful - language Coherent Personal Clear Positive Concise Unified Active - sentence structure Readable – fonts, colour… Mechanically Sound

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)

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.

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.

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. 

Block Format Semi-Block Format

Or don't you like to write letters. I do because it's such a swell way to keep from working and yet feel you've done something.  ~Ernest Hemingway

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Technical Letters

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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

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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

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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

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Essential Components of a Letter

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Personal Address Street address City State Zip Code

Company Address Company’s name Street address City State Zip Code

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Full Calendar Date May 31,2009 31May 2009

2-4 spaces

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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

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IF you know the reader’s name, salutation will be First / Last Name Followed by Colon For example

Dear Mr. Smith: Dear Ms. Jones: Dear Miss / Mrs. Jones: Dear Chris Evans:

OTHERWISE Use title

Dear Vice President: Use department’s name

Accounting Department:

2 spaces

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Includes Introductory Paragraph Discussion Paragraph Concluding Paragraph

2 spaces below salutation 2 spaces b/w paragraphs

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Place a comma after complimentary close

Preferred close is Yours Sincerely,

2 spaces below body

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Sign your name legibly

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Type your name Mention your title

(Optional)

4 spaces below complimentary close

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Optional Components of a Letter

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Must have a topic & focus

Can be used instead of salutation

All CAPS

2 spaces below inside address

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If writer and typist are two different persons Writer’s initials- ALL CAPS Typist’s initials-LOWERCASE

Separate both initials with a colon

2 spaces below typed signature

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Enclose information as Enc.; OR Enclosure; OR Enclosures(2); OR Enclosure: August Report

2 spaces below writer’s and typist’s initials

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For a copy of letter, write cc (complimentary copy) pc (photocopy)

For copies sent to other readers, write pc: Reader Ma,e

2 spaces below enclosure notation

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Letter Formats

Full-block formatAll text typed on left marginSpaces between paragraphs

Simplified formatSame as full block format except

No Salutations Subject Line introduced No Complimentary Close

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Full Block Format

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Simplified Format

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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 relations letters refusing a request, saying no to

an adjustment, etc.

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Types of Letters

Letters of Inquiry Sales Letters Good-News Letters Bad-News Letters Complaint Letters Adjustment Letters Cover Letters

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Letters of Inquiry

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Inquiry Letter

You require information about any matter of interest to you

It mustContain an effective technical writing style Involve audience through pronoun usageAvoid grammatical errorsMust contain the essential letter components

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Components of Inquiry Letter Body

IntroductionTell your reader why are you writing Inform reader about subject matter

What are you writing about? OR What info do you want?

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Components of Inquiry Letter Body

Discussion Specify your needsAsk precise questionsList specific topic of inquiryQuantify your questions

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Components of Inquiry Letter Body

ConclusionMust be preciseMention when do you want a responseProvide a specific date for responseExplain why do you want response by the

given date

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).

• 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.

• 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.

• 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.