Routine letters And Good Will Messages


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Routine letters And Good Will Messages

  1. 1. In the business world, routine business letters are part of essential communication practices among companies, clients and vendors.A business letter is used as a means of providing important information to the recipient about any changes, updates or news an organization has to share.Business letters are formal documents and, as such, must be written in a professional tone.
  2. 2. A business letter is a letter written in formal language, usually used when writing from one business organization to another, or for correspondence between such organizations and their customers, clients and other external parties.Types of Routine Business Letters:1. Requests2.Replies3.Goodwill messages.
  3. 3. Characteristics of Good Letters:Clear Content – Short sentences, transitional expressions, and familiar words.Goodwill Tone – Points out reader benefits.Correct Form – Sends silent but positive message.
  4. 4. Block Style:The dateline, inside address, and body are set flushed left.The letter is centered on the page.Margins: 2.5 to 4 cmDo not justify right margins.Single spaced paragraphs; Double space between paragraphs.
  5. 5. Modified Block Style:Body: Left-justified and single-spacedThe date and closing are in alignment in the center of the page.Semi Block Style:Each paragraph is indented instead of left justified.
  6. 6. Routine Letters: Guffey’s 3x3 Writing ProcessPhase 1: Analysis, Anticipation, AdaptionPhase 2: Research, Organization, CompositionPhase 3: Revision, Proofreading, Evaluation
  7. 7. Routine Information or RequestRequest for Letters: Action Opening: State the main idea. Body: Explain and justify the request Closing: Request action, avoid overused endings Show appreciation by maintaining a courteous tone.
  8. 8. Routine Letters: RequestOrder Letters Opening: Authorize the purchase. Body: Specifies items or services, quantities, dates, prices, and payment method. If you are ordering many items, list them vertically. Closing: Tell how you plan to pay.
  9. 9. Routine Letters: RequestDirect Claims Opening: State purpose of request Present a clear statement of the problem Body: Explain objectively with specifies of claim. Closing: Request for action Include an end date if applicable.
  10. 10. Routine Letters: Direct RepliesComplying with Requests Opening: Frontload with main idea Body: Arrange information logically Closing: End with a cordial, personalized statement. Tell the reader how to proceed.
  11. 11. Routine Letters: Direct RepliesLetters of Recommendation Opening: Identify information of the candidate Body: Include supporting statements with details. Closing: Make an overall ranking of the candidate. Provide a telephone number for more information
  12. 12. Routine Letters: Direct RepliesGranting Claims and Making Adjustments Opening: Comply with the customer’s claim. Body: Win back the customer’s confidence. If you do apologize, do it briefly. Closing: Be positive and complement writer.
  13. 13. Goodwill MessagesGeneral Guidelines (The five S’s) BE .. Selfless, Specific, Sincere, Spontaneous, and keep the message Short.Answering Congratulatory Messages Send a brief note expressing your appreciation. Accept praise gracefully.
  14. 14. Goodwill MessagesGiving Thanks Gift thank you: Identify the gift and relate to it. Favor thank you: Be sincere, express the actual value of the favor. Hospitality thank you: Offer praise by complementing.
  15. 15. Goodwill MessagesExtending Sympathy Loss or tragedy: Refer directly but sensitively. Deaths: praise the deceased. Offer assistance by suggesting your availability.
  16. 16. 10 Key Points:1. Present the letter through the readers perspective.2. Verify that the format of the letter is professional.3. Use the three part direct pattern for routine requests and4. Avoid cliches.5. For order letters, be direct and detailed.6. For claim letters, avoid harsh words and statements.7. For direct letters, write a subject that quickly identifies thetopic.8. Have the active/positive news be the focus of the letter.9. For Goodwill Messages, focus on the five Ss: selfless, specific, sincere, spontaneous and short.10. Always revise the letter thoroughly before sending it.