Yes Letters 1

8/8/2019 Yes Letters 1

1/23

Yes letters


2/23


3/23

2 organization patterns of

messages Deductive (direct)

Inductive (indirect)

Audience reaction:

is expected to be eager, receptive, interested,

pleased or neutral to a message

Format:

The central idea is placed first and is then followed

by supporting information

Audience reaction:

Is expected to be resistant, displeased,

uninterested, unwilling

Format:

The evidence/ supporting information is

placed first so as to lead up to the main idea.


4/23

Well begun?

Your April 7 inquiry has been received. We

are profoundly happy to note your interest

in our product. This is in response to your letter of Apr 7.

We are delighted to be of service to you.

Problems:

Weak beginning, delayed impact.

Indirect, slow, less efficient style


5/23

Case 1

You have to inform an applicant that his

photo identity card is ready for collection.

How would you frame the letter?


6/23

A good example

Please collect your photo identity card from ouroffice before 5.00 pm on 14/03/09.

Failing this you can collect the same from theEC office at Kakkanad till 22/03/09.

Bring the following documents as proof ofidentity

1.

2. .

3. .

For further details please contact:

Thank you.


7/23

A good ending

Avoid rubber stamps like:

A prompt reply will be appreciated. /

Thank you in advance for your response.

Go for a customized response:

If you will answer these questions about theConvention right away, we will be most

grateful.


8/23

Routine yes message

When you are giving positive or neutral

information - directly get to the objective.

If explanatory facts are required give themafter the direct start

If explanation is obvious or understood,

skip it

End the message with a friendly comment


9/23

Indirect communication weakens

message: At the last meeting of the loan

committee, your application no. 4705 fora construction loan ofRs. 200,000 wasapproved, provided that you acquire andmaintain fire insurance in the amount ofthe loan on the construction project.

Keep message direct & simple:

We are pleased to approve your

construction loan.


10/23

Deductive sequence- advantages

Easy to begin

The first sentence is likely to attract

attention. As it is the major idea it gets itsdeserved attention.

Good news upfront puts readers in a

receptive mood.

The arrangement reduces reading time


11/23

Routine inquiries

You are the assistant to the vice president

Administration of Pinnacle Manufacturing

Company. Your boss wants you to find

suitable office space for a new regional

headquarters. You found an ad in a local

newspaper of a 3200 sq foot office suite.

Write to the advertiser a routine enquiryseeking the info the management needs.


12/23

An example

Dear abc

We have seen your ad for 3200 sq ft. of office space in theDaily Journal.As we are interested, we would likeadditional information.

Specifically, we would like to know the interior layout,annual cost, availability of transportation, length of leaseagreement and other information you think pertinent.

If the info you give us is favourable, we will inspect the

property. Hoping to hear from you by return mail, weare

Sincerelythats the old style, indirect and weak


13/23

Dear abc

Will you please answer the following questions

about the 3200 sq ft office suite advertised inthe July 28 issue of the Daily Journal. Itappears that this space may be suitable for ourregional HQ we are opening in your city in Aug.

Is the layout of these offices suitable for aworkforce of two administrators, a receptionist,and seven office employees? ( If possible send

us a diagram of the space.) What is the annual rental charge?

Are housekeeping, maintenance, and utilitiesincluded?


14/23


15/23

Writing a routine response to an

inquiry Since the message is a response toanother message, first identify themessage you are answering.

How?

by using a subject line.

E.g. Sub: Your April12 inquiry about the

office suiteBy making reference in the text

E.g. Refer your April 12 inquiry:


16/23

Possible beginning:

The following information should answer

your queries about the advertised officespace.

OR

Here are the answers to your questionsabout the advertised property.


17/23

Next step

The body of the message is a series of

answers written in the order of importance

given by your reader.

Consider including any extra information

that will be of interest to your reader


18/23

Close cordially

If I can help you further in deciding

whether our property will meet your needs,

please write me again.

Or

If after reviewing this information you have

any further questions please write me

again or call me at .


19/23

Case 2: Routine claim letter

Sub: MAYUR STREET APARTMENTS

Late yesterday evening I stopped by theconstruction site of the apartments you areunder contract to build for me. At the presentrate, you appear to be well ahead of schedule.

According to our agreement, all requests andcomplaints are to be made in writing. I noticed

that water heaters had been installed in two ofthe apartments. The units are 30 litre heaters,but the specs call for 50 litre heaters in each ofthe 12 apartments.


20/23

For some families, the smaller size may

be sufficient; but others may need the

larger ones. Because the larger size isspecified in the agreement we signed, I

respectfully request that the two 30 litre

units be removed and that 50 litre waterheaters be installed in all the apartments.

Thank you for your consideration in thismatter.

Sincerely


21/23

Good example of a routine claim

letter

Sub: Water Heater specifications for Mayur StreetApartments

Please replace the two 30- litre water heaters

(installed last week) with 50 litre units.Large units are essential for families with children.

For that reason, the contract specifies a 50 litreheater for each of the 12 apartments.

The project appears well ahead of schedule;thanks for your efforts.

Sincerely

1.Subject line is specific2. Letter begins with main idea

3.2nd paragraph follows up with

Explanation

4. Ends on a positive, friendly note


22/23

Case3: Favourable response to a

claim letter

Dear Abc

Thank You for Your letter of March 3. It hasbeen referred to me for reply.

Looking at our contract, I see that it does specify50-litre water heaters. Therefore, we arecomplying with your request that the 30-litreheaters be removed and that the 50-litre units be

placed in all your apartments. Thank you for calling this matter to our attention.

Sincerely

Faults:

Clich start, states the obvious delays the main idea

Main idea presented only in middle of

2nd para

Closing sentence is again a clich.


23/23

Good Example: Favourable

response to a claim letterDear Abc

Each of your apartments will have a 50-litre waterheater. The two 30-litre units are being removed today.

Thank you for reporting the problem before additionalheaters were installed. Although 50-litre appears on thespecs sheet, 30-litre was keyboarded on the warehouserequest form.

Excellent progress is being made on this project; all

plumbing should be complete by the original completiondate.

Sincerely

1. The good news (main idea) gets emphasis

2. Action is already taken3. Reaction to the report is positive

4. Offers credible explanation

5. Closes with a relevant, positive statement

about the future

Documents

Yes Letters 1