© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-1 Chapter 6 Routine Letters and Goodwill Messages

© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-1

Chapter 6Chapter 6

Routine Letters

and

Goodwill Messages


Writing Plan for Information or Action Request

Writing Plan for Information or Action Request

Opening: Ask the most important question first or express a

polite command. Body: Explain the request logically

and courteously. Itemize information,

whenever possible. Closing: Request a specific action with an

end date, if appropriate, and show appreciation.


Improving Openers for Routine Request Letters


Weak:I’ve been given the task of locating a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible.

Improved:Will you please answer the following questions regarding possible accommodations at the Fairmont for a conference in May.




Weak:While reading MacLean's magazine, I noticed an offer of a free video describing your organization.

Improved:Please send me your free video describing your organization.




Weak:I am conducting a training class for students of photography at our Winnipeg training center, and I saw a picture that we would like to use in our program.

Improved:What is the procedure for ordering a copy of a photograph to be used for training purposes?


Improving Closings for Routine Request Letters


Weak:Thanks for any information you provide.

Improved:We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.




Weak:Hoping to hear from you at your earliest convenience.

Improved:Please send the video by August 15.




Weak:Thank you for your cooperation.

Improved:Your answer to my inquiry will help me make my printer choice. Thanks!


Parts of a Business LetterParts of a Business Letter

Letterhead Peerless Graphics 893 Dillingham Boulevard

Stony Plain, AB T6K 5L9

line 12 or 2 lines below letterhead

Dateline September 13, 200x

2 to 10 lines

Inside Mr. T. M. WilsonAddress Visual Concepts Enterprises 1256 Lumsden Avenue

Nordegg, AB T0M 3T0 1 blank lineSalutation Dear Mr. Wilson:


Parts of a Business Letter(continued)

1 blank line

Subject Line SUBJECT: BLOCK LETTER STYLE 1 blank line

Body This letter illustrates block letter style, about which you asked. All typed lines begin at the left

margin. The date is usually placed two inches from the top edge of the paper or two lines below the last line of the letterhead, whichever position is lower.

In modified block style, the dateline and closing lines are started at the center instead of at the left margin.



If a subject line is included, it appears two lines below the salutation. The word SUBJECT is optional. Most readers will recognize a statement in this position as the subject without an identifying label. The complimentary close appears two lines below the end of the last paragraph.

1 blank line

Complimentary Sincerely,Close 3 blank lines



Signature Mark H. WongBlock Graphics Designer 1 blank line

Reference MHW:pilInitials


Writing Plan for Simple ClaimWriting Plan for Simple Claim

Opening: Describe clearly the desired action.

Body: Explain the nature of the claim. Tell why the claim is justified. Provide details regarding action requested.

Closing: End pleasantly with a goodwill statement. Include end dating if appropriate.


Writing Plan for an Order Request

Writing Plan for an Order Request

Opening: Authorize purchase of items. Suggest method of shipping.

Body: List items vertically. Provide quantity, order number, description, and

unit price. Show total price of order.

Closing: Request shipment by specific date. Tell method of payment. Express

appreciation.


Writing Plan for an Information Response

Writing Plan for an Information Response

Subject Line: Identify previous correspondence.

Opening: Deliver most important information first.

Body: Arrange information logically. Explain and clarify the information. Build goodwill.

Closing: End pleasantly.


Writing Plan for Customer Order Responses

Writing Plan for Customer Order Responses

Opening: Tell when and how the shipment will be sent.

Body: Provide details about the shipment. Discuss irregularities with order. Include resale information. Promote other products, if appropriate.

Closing: Build goodwill. Use friendly, personalized closing.


Writing Plan for Customer Claim Response


Subject Line (optional):Identify previous correspondence.

Opening:Grant request or announce adjustment immediately.

Body:

Provide details about how you are complying with the request. Try to regain the reader's confidence. Include resale or sales promotion if appropriate.




Closing:End positively with forward-looking thought.

Express confidence in future business dealings.


Writing Plan for Letter of Recommendation


Opening:

•Identify the applicant, the position, and the reason for writing.

•State message is confidential. •Establish your relationship with applicant,

including length of employment.




Body:

•Describe job duties. •Give specific examples of

professionalism, personal skills, attributes.

•Compare applicant with others in field.




Closing:•Summarize significant attributes of

applicant. •Offer an overall rating. •Draw a conclusion regarding

recommendation.


End

Documents

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-1 Chapter 6 Routine Letters and Goodwill Messages