1 Chapter 9 Routine Letters and Goodwill Messages David Gadish, Ph.D

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Chapter 9Chapter 9

Routine Letters and Routine Letters and Goodwill MessagesGoodwill Messages

David Gadish, Ph.D.

Ch. 9, Slide 2

Write Business Write Business Letters…Letters…

• When corresponding with an outsider

• When a permanent record is necessary

• When formality is important

• When a message is sensitive and requires an organized, well-considered presentation

Ch. 9, Slide 3

Writing Process: Phase Writing Process: Phase 11

• Determine your purpose.

• Visualize the audience.

• Anticipate the reaction to your message.

Ch. 9, Slide 4


• Collect information.

• Organize into a list or an outline.

• Compose the first draft.

Ch. 9, Slide 5


• Revise for clarity and conciseness.

• Proofread for correctness and format.

• Evaluate by putting yourself in the reader’s shoes.

Ch. 9, Slide 6

The Direct PatternThe Direct Pattern

• Frontload in the opening.

• Explain in the body.

• Be specific and courteous in the closing.

Ch. 9, Slide 7

Frontloading in the Frontloading in the OpeningOpening

• Begin with the main idea.

• Tell immediately why you are writing.

Ch. 9, Slide 8

Explaining in the BodyExplaining in the Body

• Present details that explain the request or response.

• Group similar ideas together.

• Consider using graphic highlighting techniques.

Ch. 9, Slide 9

Being Specific and Being Specific and Courteous in the Courteous in the

ClosingClosing• For requests, specifically indicate the

action you want taken and provide an end date (deadline), if appropriate.

• For other direct letters, provide a courteous concluding thought.

Ch. 9, Slide 10

• Set side margins for 1 to 1½ inches.

• Place the date 2 inches from the top or 1 blank line below the letterhead.

• Leave 2 to 7 blank lines between the date and inside address.

• Single-space within paragraphs and double-space between. Don’t justify right margin.

Formatting Business Formatting Business LettersLetters

Ch. 9, Slide 11

• Decide whether to use full block (all lines starting at the left margin) or modified block (date and closing lines starting at the center) letter style.

• Allow 3 blank lines between the complimentary close and the writer’s name.


Ch. 9, Slide 12


WEB: [email protected] Katella Avenue PHONE: (310) 329-4330Anaheim, CA 92642 FAX: (310) 329-4259

May 18, 2006

Ms. LaTonja WilliamsHealth Care Specialists2608 Fairview RoadCosta Mesa, CA 92627

Dear Ms. Williams:

SUBJECT: FORMATTING BUSINESS LETTERS

WEB: [email protected] Katella Avenue PHONE: (310) 329-4330Anaheim, CA 92642 FAX: (310) 329-4259

May 18, 2006

Ms. LaTonja WilliamsHealth Care Specialists2608 Fairview RoadCosta Mesa, CA 92627

Dear Ms. Williams:

SUBJECT: FORMATTING BUSINESS LETTERS

Cypress Associates, Inc. Cypress Associates, Inc. Letterhead

Dateline

Inside Address

Salutation

Subject Line

2 inches from top of page

2 to 7 blank lines

1 blank line

1 blank line

1 blank line

Ch. 9, Slide 13

At your request, this letter illustrates and explains business letter formatting in a nutshell. The most important points to remember are these:

1. Set margins between 1 and 1½ inches; most word processing programs automatically set margins at 1 inch.

2. Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead, whichever position is

lower.

3. Allow about 5 lines after the date—more lines for shorter letters and fewer lines for longer ones.

The two most popular letter styles are block and modified block. Block style, with all lines beginning at the left, causes

At your request, this letter illustrates and explains business letter formatting in a nutshell. The most important points to remember are these:

1. Set margins between 1 and 1½ inches; most word processing programs automatically set margins at 1 inch.

2. Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead, whichever position is

lower.

3. Allow about 5 lines after the date—more lines for shorter letters and fewer lines for longer ones.

The two most popular letter styles are block and modified block. Block style, with all lines beginning at the left, causes


Ch. 9, Slide 14

the least trouble. In modified block style letters, the date and closing lines start at the center. For both styles the complimentary close is followed by 3 blank lines before the writer’s signature. Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below.

So that you can see additional styles, I’m sending our office style guide. I certainly hope this material is helpful to you and your assistants, Ms. Williams.

Sincerely,

Sharon Montoya

Sharon Montoya

SM:mef

the least trouble. In modified block style letters, the date and closing lines start at the center. For both styles the complimentary close is followed by 3 blank lines before the writer’s signature. Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below.

So that you can see additional styles, I’m sending our office style guide. I certainly hope this material is helpful to you and your assistants, Ms. Williams.

Sincerely,

Sharon Montoya

Sharon Montoya

SM:mef

ComplimentaryClosing

Printed Name

Reference Initials

3 blank lines

1 blank line

1 blank line


Ch. 9, Slide 15

Requesting Requesting Information and Information and

ActionAction

Ch. 9, Slide 16

OpeningOpening• Ask a question or issue a polite

command (Will you please answer the following questions. . . ?).

• Avoid long explanations that precede the main idea.

Ch. 9, Slide 17

BodyBody• Explain your purpose and provide

details.• Express questions in parallel form.

Number them if appropriate.• To elicit the most information, use

open-ended questions (What training programs do you recommend?) rather than yes-or-no questions (Are training programs available?).

• Suggest reader benefits, if possible.

Ch. 9, Slide 18

ClosingClosing• State specifically, but courteously,

the action you wish to be taken.• Set an end date, if one is significant,

and explain why.• Avoid cliché endings (Thank you for

your cooperation). Show appreciation but use a fresh expression.

• Make it easy for the receiver to respond.

Ch. 9, Slide 19

Routine RequestRoutine Request“Before” Version“Before” Version

Ch. 9, Slide 20

Dear Sir:

Because we are one of the largest banking systems in the country, we receive hundreds of résumés from job candidates every day. We need help in sorting and ranking candidates by categories, such as job classification, education, work history, skill, and experience.

Recently, I was reading WORKFORCE magazine, and the March issue has a story about your new software program called Resumix. It sounds fascinating and may be the answer to our problem. We would like more information about this program, which is supposed to read and sort résumés.

Dear Sir:

Because we are one of the largest banking systems in the country, we receive hundreds of résumés from job candidates every day. We need help in sorting and ranking candidates by categories, such as job classification, education, work history, skill, and experience.

Recently, I was reading WORKFORCE magazine, and the March issue has a story about your new software program called Resumix. It sounds fascinating and may be the answer to our problem. We would like more information about this program, which is supposed to read and sort résumés.

Routine Request: “Before” Version

Ch. 9, Slide 21

In addition to learning if the program can sort candidates into the categories mentioned earlier, I’m wondering if the program can read all the different typefonts and formats that candidates use on their résumés. Another important consideration for us is training and troubleshooting. If we need help with the program, would you supply it?

Thank you for your cooperation.

Sincerely,

In addition to learning if the program can sort candidates into the categories mentioned earlier, I’m wondering if the program can read all the different typefonts and formats that candidates use on their résumés. Another important consideration for us is training and troubleshooting. If we need help with the program, would you supply it?

Thank you for your cooperation.

Sincerely,

Routine Request: “Before” Version

Ch. 9, Slide 22

Routine RequestRoutine Request“After” Version“After” Version

Ch. 9, Slide 23

Dear Product Manager:

Please send me information about your Resumix software program, which I read about in the March issue of WORKFORCE magazine.

We receive hundreds of résumés daily, and, frankly, we need assistance in processing them. Answers to the following questions would help us determine if Resumix could solve our problem.

1. In terms of fonts and formats, what kinds of résumés can your software read?

2. Can the program help us sort and rank candidates by

Dear Product Manager:

Please send me information about your Resumix software program, which I read about in the March issue of WORKFORCE magazine.

We receive hundreds of résumés daily, and, frankly, we need assistance in processing them. Answers to the following questions would help us determine if Resumix could solve our problem.

1. In terms of fonts and formats, what kinds of résumés can your software read?

2. Can the program help us sort and rank candidates by

Routine Request: “After” Version

Ch. 9, Slide 24

categories such as job classification, education, work history, skill, and experience?

3. How does your company provide training and troubleshooting service for your software?

I would appreciate your response by April 1 so that we can study the program before the rush of job applications in June.

Sincerely,

categories such as job classification, education, work history, skill, and experience?

3. How does your company provide training and troubleshooting service for your software?

I would appreciate your response by April 1 so that we can study the program before the rush of job applications in June.

Sincerely,

Routine Request: “After” Version

Ch. 9, Slide 25

Order LettersOrder Letters

Ch. 9, Slide 26

OpeningOpening

• Use order language to identify the message (Please send by UPS the following items from your spring catalog).

• Name the information source (the May 2 advertisement in the Daily News).

Ch. 9, Slide 27

BodyBody

• List items vertically.

• Provide quantity, order number, complete description, unit price, and total price.

• Prevent mistakes by providing as much information as possible.

Ch. 9, Slide 28

ClosingClosing

• Tell how you plan to pay for the merchandise.

• Tell when you would like to receive the goods, and supply any special instructions.

• Express appreciation.

Ch. 9, Slide 29

Direct Claim LettersDirect Claim Letters

Ch. 9, Slide 30

OpeningOpening• Describe what you want done

immediately.• When the remedy is obvious, state it

briefly (Please send 12 copies of Model Memos to replace the copies of Business Proposals sent in error).

• When the remedy is less obvious, explain your goal (Please clarify your policy regarding reservations and late arrivals).

Ch. 9, Slide 31

BodyBody• Clarify the problem and justify your

request.• Provide details objectively and

concisely.• Don’t ramble. Be organized and

coherent.• Avoid becoming angry or trying to fix

blame.• Include names of individuals and

dates of previous actions.

Ch. 9, Slide 32

ClosingClosing• End courteously with a tone that

promotes goodwill.• Request specific action, including

end date, if appropriate.Note: Act promptly in making claims, and keep a copy of your message.

Ch. 9, Slide 33

Direct Reply LettersDirect Reply Letters

Ch. 9, Slide 34

Subject LineSubject Line• Consider including a subject line to

identify the topic and any previous correspondence.

• Use abbreviated style, omitting articles (a, an, the).

Ch. 9, Slide 35

OpeningOpening• Deliver the information the reader

wants.• When announcing good news, do so

promptly.

Ch. 9, Slide 36

BodyBody• Explain the subject logically.• Use lists, tables, headings, boldface,

italics, or other graphics devices to improve readability.

• In letters to customers, promote your products and your organization.

Ch. 9, Slide 37

ClosingClosing

• Offer a concluding thought, perhaps referring to the information or action requested.

• Avoid cliché endings (if you have any questions, do not hesitate to call).

• Be cordial.

Ch. 9, Slide 38

Granting ClaimsGranting Claims

Ch. 9, Slide 39

OpeningOpening• When approving a customer’s claim,

announce the good news immediately.

• Avoid sounding grudging or reluctant.

Ch. 9, Slide 40

BodyBody• Strive to win back the customer’s

confidence; consider explaining what went wrong (if you know).

• Concentrate on how diligently your organization works to avoid disappointing customers.

• Be careful about admitting responsibility; check with your boss or legal counsel first.

Ch. 9, Slide 41

BodyBody• Avoid negative language (trouble,

neglect, fault).• Don’t blame customers – even if they

are at fault.• Don’t blame individuals or

departments in your organization.• Don’t make unrealistic promises.

Ch. 9, Slide 42

ClosingClosing

• Show appreciation that the customer wrote.

• Extend thanks for past business.• Refer to your desire to be of service.

Ch. 9, Slide 43

Claim ResponseClaim Response“Before” Version“Before” Version

Ch. 9, Slide 44

Dear Mrs. Winston:

Thank you for your letter of May 18 in which you complain that you are receiving two issues of Home Office each month.

We have checked into the matter and ascertained that the misunderstanding resulted when you placed an order under the name of Mrs. Wendy Winston. You claim that this new subscription was made as part of your daughter’s magazine fund-raising program at her school. If this is true, please note that a computer cannot distinguish between your current subscription for Mrs. H.C. Winston and a new one for another name.

Dear Mrs. Winston:

Thank you for your letter of May 18 in which you complain that you are receiving two issues of Home Office each month.

We have checked into the matter and ascertained that the misunderstanding resulted when you placed an order under the name of Mrs. Wendy Winston. You claim that this new subscription was made as part of your daughter’s magazine fund-raising program at her school. If this is true, please note that a computer cannot distinguish between your current subscription for Mrs. H.C. Winston and a new one for another name.

Claim Response: “Before” Version

Ch. 9, Slide 45

But we think we’ve straightened the problem out. We’re extending your subscription for 14 months. That’s a bonus of two issues to make up for the double ones you’ve received. However, we can’t prevent you from receiving one or two more double issues.

Sincerely,

But we think we’ve straightened the problem out. We’re extending your subscription for 14 months. That’s a bonus of two issues to make up for the double ones you’ve received. However, we can’t prevent you from receiving one or two more double issues.

Sincerely,

Claim Response: “Before” Version

Ch. 9, Slide 46

Claim ResponseClaim Response“After” Version“After” Version

Ch. 9, Slide 47

Dear Mrs. Winston:

You’re right, Mrs. Winston. Instead of starting a new subscription, we should have extended your current subscription to Home Office. Beginning in January, you will receive issues for 14 additional months–a bonus of two free months.

You may receive one or two more double issues, but you’re not being charged for them. Please share them with your friends or neighbors. Although you ordered 12 months of Home Office, we’re giving you 14 months–just to let you know how important your satisfaction is to us.

Cordially,

Dear Mrs. Winston:

You’re right, Mrs. Winston. Instead of starting a new subscription, we should have extended your current subscription to Home Office. Beginning in January, you will receive issues for 14 additional months–a bonus of two free months.

You may receive one or two more double issues, but you’re not being charged for them. Please share them with your friends or neighbors. Although you ordered 12 months of Home Office, we’re giving you 14 months–just to let you know how important your satisfaction is to us.

Cordially,

Claim Response: “After” Version

Ch. 9, Slide 48

Letters of Letters of RecommendationRecommendation

Ch. 9, Slide 49

OpeningOpening

• Name the candidate and position sought.

• State that your remarks are confidential.

• Describe your relationship with the candidate.

Ch. 9, Slide 50

BodyBody• Describe the applicant’s performance

and potential.• Strive to include statements about

communication skills, organizational skills, people skills, ability to work with a team, etc.

• Include definite, task-related descriptions (She completed two 50-page proposals instead of She works hard).

Ch. 9, Slide 51

BodyBody

• Include negative statements only if they are objective and supported by facts.

Ch. 9, Slide 52

ConclusionConclusion

• If supportive, summarize candidate’s best points.

• Offer ranking of candidate (Of all the accountants I have supervised, she ranks in the top 10 percent).

• Offer to supply additional information if needed.

Ch. 9, Slide 53

The Five Ss ofThe Five Ss ofGoodwill MessagesGoodwill Messages

Ch. 9, Slide 54


In expressing thanks, recognition, or sympathy:

• Be selfless. Emphasize the receiver, not the sender.

• Be specific. Focus on specifics rather than generalities.

• Be sincere. Show your honest feelings by using unpretentious language.

Ch. 9, Slide 55


• Be spontaneous. Make the message sound natural, fresh, and direct. Avoid canned phrases.

• Keep the message short. Although goodwill messages may be as long as needed, they generally are fairly short.

Ch. 9, Slide 56

Answering Answering Congratulatory Congratulatory

MessagesMessages In answering congratulatory messages:

• Send a brief note expressing your appreciation.• Tell how good the message made you feel.• Accept praise gracefully. Don’t make belittling statements (I’m not really all that good!).

Ch. 9, Slide 57

EndEnd

Documents

1 Chapter 9 Routine Letters and Goodwill Messages David Gadish, Ph.D