Formal communication

Business letters and e-mails

to persuade to inform to request to express thanks to remind to recommend to apologize to congratulate to reject a proposal or offer to introduce a person or policy to invite or welcome to follow up to formalize decisions

Why do we write business letters?

Plan before you write ToneNamesDatesBe concise and clearRemember this word order principle: Who – Does – What – How – Where – When(Subject – Verb – Object – Manner – Place –

Time)

Guidelines for writing a letter

Dear Mr. Powell,Dear Ms Mackenzie,Dear Frederick Hanson:Dear Editor-in-ChiefDear Valued CustomerDear Sir or Madam: Dear MadamDear Sir,Dear Sirs,Gentlemen: To Whom It May Concern

Salutation

I hope you are enjoying a fine summer.Thank you for your kind letter of January 5th. I came across an ad for your company in The

Star today.It was a pleasure meeting you at the conference

this month. I appreciate your patience in waiting for a

response.I’m writing to enquire about .... I’m interested in the job opening posted on

your company website. We’d like to invite you to a members only

luncheon on April 5th. Following our conversation over the

telephone…

First paragraph

We regret to inform you....It is with great sadness that we .....After careful consideration we have

decided .....

Second and third paragraphs

I look forward to .....(ing)Please respond at your earliest convenience. I should also remind you that the next board

meeting is on February 5th. For further details ....If you require more information ....Thank you for taking this into consideration.I appreciate any feedback you may have. Enclosed you will find ....Feel free to contact me by phone or email.

Final paragraph

Yours truly,Yours sincerely,Sincerely, Sincerely yoursThank you,Best wishesAll the best, Best of luckWarm regards

Closing

Write a meaningful subject lineKeep the message focused and readableTry to reduce the number of steps your

recipient will need to take in order to act on your message

Identify yourself clearlyProofread. Take the time to make your

message look professionalDistinguish between formal and informal

situationsRespond Promptly

E-mails

Put the following phrases in the correct order:

OpeningHow you heard about the company you are

writing toAsk for demonstrations, catalogues, price-

lists, etc.Ask for details (specific)Suggest methods of payment, terms, discountClose the enquiry

Enquiries

I am writing to enquire/inquire about/whether ...

I am writing to you in connection with/with reference to ...

I was interested in you advertisement in “The Daily Times’ and I would like to have further information about ...

I should be grateful if you would send me (full) details of ...

Enquiries

Could you please send me/let me know ...?I would be most grateful if you could send me

...I would be most grateful for your help.We are interested in knowing more about ...I would like some information on/about ...Could you please let me know ...Please send me a copy of your (current

brochure and details of ...)

Enquiries - body

I look forward to hearing from you at your (earliest) convenience ...

With our thanks in advance ...I would be grateful if you could contact me with a

convenient time and date when we could meet. Thank you for your assistance in this matter.I would be grateful to receive any information

you have as soon as possible. We look forward to receiving the information you

can give us ...Please accept our thanks in advance.

Enquiries - ending