Four Types of Business Letters

Based off of Kolin Chapter 6For Business WritingBy Dr. Jennifer L. Bowie

Two Letter Techniques: Direct vs. IndirectBest for:•Good news•Non-emotional issues•Audiences that prefer a straightforward approach

Best for:•Bad news•Less direct readers (some international)•Sensitive situations•Issues that need explaining

Introduction:•Establishes a reason for writing•Presents main idea

Introduction:•Acts as a buffer with a positive or neutral statement•Compliments the readers, agrees, appreciates, thanks, and more

Body:•Provides and explains details

Body:•Explains situation first•Leads up to the point/issue•States point/issue•If possible, links bad news with benefits•Does not place blame

Conclusion:•Reminds of any deadlines•Presents call for action•Looks to future

Conclusion:•Does not apologize•Gracious closing

Tips For Business Letters

• Think of them as mainly persuasive documents

• Write a reader-orientated document not a writer-oriented document

• Be respectful

Inquiry Letters

Purpose: Ask for information• State clearly what information you are requesting

and why• Write specific, concise, to the point questions that

are both easy to understand and easy to answer– Use bullets to highlight the questions– Leave space for the readers to answer the questions– Attach a questionnaire if you have more than 5

questions

• Specify when you need the answers by• Thank the reader

Special Request LettersPurpose: Make a special demand• State clearly who you are and why you are writing• Convince the reader to help• Show you are hard working• Discuss your reason for the request• Show you understand the situation and have done research• Discuss why the person you are writing to is the best

person to help• Write specific, concise, to the point questions that are both

easy to understand and easy to answer– Use bullets to highlight the questions– Leave space for the readers to answer the questions– Attach a questionnaire if you have more than 5 questions

• Specify when you need the answers by• Thank the reader• Offer the reader a copy of the report or results• Ask for necessary permissions

Sales Letters

Purpose: to persuade the readers to “buy” a product, service, idea, or point of view

• Grab the reader’s attention• Highlight the product’s appeal• Show the product's use • Conclude with a request for action (buy it!)• Appeal to the reader with reader-centered issues

(health, convenience, service, saving money…)• Use concrete words and colorful verbs• Be ethical and truthful• Don’t brag or go on

Customer Relations Letters

Purpose: establish and maintain good relationships with the customers

• Be diplomatic• Be persuasive• Write from and understand the

reader’s perspective• There are several types…

Claim Letters: A Type of Customer Relations Letter

Purpose: Express a complaint and request specific action (must have both)

• Choose a direct or indirect approach– Direct is best for routine claim letters: claim is backed by

guarantee, warrantee, contract, reputation, or more– Indirect is best for arguable claim letters: when the

claim is debatable or unusual• Use a professional, rational, if possible positive,

tone, and not a hostile, negative, and/or emotional tone

• Clearly describe product or service with necessary details

• Explain the problem with details• Propose a fair, precise, and appropriate

request/adjustment• Present an explicit deadline

Adjustment Letters: A Type of Customer Relations Letter

Purpose: Respond to claim letter with solution

• Work to reconcile the situation and restore the customer's trust in your company

• “Be prompt, courteous, and decisive”• Use a positive or neutral tone without

being begrudging or taking full blame• Two types: “Yes” or “No”

“Yes” Adjustment Letters

• Start with an apology and admit claim is justified

• Quickly present favorable news• Specifically state how you are

correcting the problem• Explain what happened and why• Conclude with a friendly, positive

note

“No” Adjustment Letters

• Use an indirect approach• “Thank the customer for writing”• Restate the customer’s problem• Explain what happened and why without

placing blame• Clearly state discussion without hedging• Link “no” to benefits• Conclude with concise gracious statement

to (leave) open the door to future business

There are the four types. Enjoy writing!