The document provides guidelines for writing effective business letters, covering topics such as determining objectives, gathering facts, analyzing information, writing and revising drafts, and editing the final document. It also discusses direct and indirect letter structures and includes examples of routine inquiry letters that ask for information.

1. Jocelyn I. Bartolata

2. I. Planning the Letter
 Determine the objective – must it report
information? Acknowledge order? Ask for
something? Request payment of a bill?
Evaluate an applicant? Or what?
 Predict the reader’s likely reaction to your
objective – will that be positive? Negative? Or
somewhere in between?

3. II. Gathering and Collecting the Facts
▪ In a business situation, this means getting past
correspondence; consulting with other employees;
getting sales records, warranties, product descriptions
and inventory records.

4. III. Analyzing and Organizing Information
 Direct Order – getting to the objective right
away at the beginning; no need for opening
explanations or introductory remarks
 Indirect Order – getting to the objective only
after preparing the reader to receive it;
requires a skillful use of strategy and word
choice

5. IV. Writing the Letter
 This includes choosing words the reader
understands, constructing sentences that
present their contents clearly, using words that
create the right effect.
 The end product of this effort is the first draft.

6. V. Rewriting yourWork
 Review your work
 Revise it
* Did you use the right word? Would another be
more precise? Is there a better, more concise
way of saying it? Did you say what you mean?
Could someone read other meanings into your
words? Is your organization the best for the
situation?

7. VI. Editing and Presenting the Final Document
 Construct the final draft
*Look for errors in spelling, punctuation
and grammar; determine that the format is
appropriate
*Make certain that the final letter
represents your very best standards.

8.  Routine Inquiries are letters that ask for
information and are among the most
common because businesses cooperate by
exchanging information.
 Write in the direct order because it saves time
and it gets right down to business without
delaying information or description.

9. 1. Begin with the objective – As your objective is to
ask for information, start with a question. It moves
fast and commands attention.
Examples:
1. Will you please send me test results of
Heloise I. Bartolata, Examinee No. 5 in the 2006
Kindergarten QualifyingTest?
2.Will you please answer the following
questions about your 2010 summer offerings for
kids?

10. 2. Inform and explain adequately (whenever it
fits!) – If you do not explain enough, you make
the reader’s task difficult.
Examples:
1. Heloise I. Bartolata failed in the
examination and we would like to know which
areas she needs to improve on.
2.We are looking for less-physical
activities that will run from April-May only.

11. 3. Structure the questions – If you must ask a number
of questions, consider the organization.
How?
 Make each question a separate sentence with a bullet
 Give a question a separate paragraph, if the question
and the explanation justify a paragraph
 Order or rank questions with numbers, that is using
words as first, second, third; numerals as 1,2,3; or
letters a, b,c.
Note: Do not just hint, ask directly.

12. 4. End with a goodwill
End with some appropriate, friendly comments. Ending
abruptly registers negative meanings in the reader’s
mind. The facts of the case determine how you will end
it, but use words selected specifically for that one case
NOT such general closes as: “ A prompt reply will be
appreciated;” Thank you in advance for your answer;”
etc.
If the details on your school’s summer offerings arrive
before April, I will be very thankful.

13. We have seen your ,
advertisement for a 120-acre
tract on the Mississippi River in
the July 1Wall Street Journal. In
reply, we are writing you for
additional information
concerning said property.
We would be pleased to know
the depth of frontage on the
river, quality of drainage,
including high and low
elevations, and the availability of
public roads to the property.
If the information you supply us
is favorable to our needs, we will
be pleased to inspect the
property. Hoping to hear from
you by return mail, I am.
Will you please answer the following
questions about the 120-acre tract you
advertised in the July 1 Wall Street
Journal? We are seeking such a site for a
new plant, and it appears that your
property could meet our needs.
1. How deep is the frontage on the river
at its shallowest and deepest points?
2. What are the drainage conditions of the
land? A written description of the terrain
should answer this question. Please
include a contour map showing
elevations.
3. What is the composition and condition
of the existing access road?
If your answers indicate that the site
meets our needs, we will want to inspect
the property. As we must move fast on
the building project, may I have your
answers soon?

14.  Assume that you are the president of the Society
of English Majors. Write a letter of inquiry to
Powerbunch Group of Experts, headed by Dr.
Jocelyn I. Bartolata (Chief Operating Officer),
with address @ Phase 1,Teachers’Village,
Washington Drive, Legazpi City. Inquire about
teambuilding activities which they may
facilitate for the group. Ask pertinent questions.
You may supply/concoct other details. Observe
the 8 C’s. Choose your own letter format.

15.  Exchange papers with a partner. Assume that
you are Dr. Jocelyn I. Bartolata. Prepare a
routine response to the inquiry.

16. Routine response letters consist of replies to
inquiries from customers seeking information
about your products and services. Specifically
they ask questions about your products, credit
terms, prices, discounts, etc.
When you write letters that answer inquiries
favorably, your primary goal is to tell your
readers what they want to know.
As their reactions to this goal will be favorable, you
should use the direct order

17. 1. Begin with the answer
When a response involves answering a
single question, begin by answering that
question. When it involves answering two or
more questions, begin by answering one of
them – preferably the most important.
Ex. Yes, Chem-Treat will prevent mildew if used
according to instructions.

18. An alternative possibility is to begin by stating
that you are complying with their request.
Examples:
The following information should tell you what
you need to know aboutChem-Treat.
Here are the answers to your questions about
Chem-Treat.

19.  Overworked:
Your April 3 inquiry has been received…
I am writing in response to your letter…
Thank you for your April 7 inquiry
Remember: do not delay getting to the
objective of the letter.

20. 2. Identify the correspondence being answered
This identification information is useful for filing
purposes. It also helps the reader recall or find the
letter being answered.
* Use a subject line
Example:
Subject: Your April 3 inquiry about Chem-Treat
*Refer to it in the text of your letter, only
incidentally like “as requested in your April 3 letter…”

21. 3. Logically arrange the answers
• If you are answering one question, you answer
it as completely as the situation requires
• If answering 2 or more questions, answer the
questions in the order your reader used in
asking them
• You may number your answers if the questions
are numbered or arrange answers by
paragraphs so that each stands out clearly.

22. 4. Skillfully handle negatives
*Emphasize favorable responses; subordinate
unfavorable responses
* Place favorable responses at beginnings and
ends; bad news in secondary positions
*Give less space for bad news and more for
good news
*Use pleasant and happy words

23. 5. Consider extras
Extras are things you say and do but are not necessarily
required. Examples are comments or questions showing
an interest in the reader’s problem, some additional
information that may prove valuable, and a suggestion
for use of the information supplied. Such extras
frequently make the difference between success and
failure in the goodwill effort.
6. Be cordial in closing
End routine responses with friendly, cordial words that
make clear your willing attitude. As much as practical,
your words should be adapted to the one case.

24. Examples:
1. If I can give you any more of the information
you need for your study of executive behavior,
please write me. I wish you the best of luck on
the project.
2. If I can help you further in deciding whether
Chem-Treat will meet your needs, please write
me again.
Note: Both examples close with an offer of further help.
It also signals that all concerns have been addressed but
the writer is willing to go a little extra if needed.

25.  Is the paint really mildewproof?
 Do you have evidence of results?
 Do you guarantee results?
 Is the paint safe?
 How much does a gallon cost?
 Will one coat do the job?

26. I have received your April 3 letter, in which you
inquired about ourChem-Treat paint. I want you to
know that we appreciate your interest and will
welcome your business.
In response to your question about how many coats
are needed to cover new surfaces, I regret to report
that two are usually required. The paint is mildew
proof. We do guarantee it. It has been well tested in
our laboratories. It is safe to use as directed.
Hoping to hear from you again, I remain.

27. Subject:Your April 3 inquiry about Chem-Treat
Yes, Chem-Treat paint will prevent mildew or we will give you back your money.
We know it works because we have tested it under all common conditions. In
every case, it proved successful.
When you carefully follow the directions on each can,Chem-Treat paint is
guaranteed safe. As the directions state, you should useChem-Treat only in a
well-ventilated room – never in a closed, unvented area.
One gallon of Chem-Treat is usually enough for one-coat coverage of 500 square
feet of previously painted surface. For the best results on new surfaces, you will
want to apply two coats. For such surfaces, you should figure about 200 square
feet per gallon for a good heavy coating that will give you the five years or more of
beautiful protection.
We sincerely appreciate your interest inChem-Treat, Ms. Motley. We
know that you’ll enjoy the long lasting beauty of this mildewproof paint.

28.  Claim letter calls to attention of those responsible
something that goes wrong in the transaction between a
business and a customer. It is usually written by the
offended party.
Ex. The English department receives LCD projectors not in
accordance with the specifications.
Claim situations are bad-news situations. Goods have been
damaged or lost, a product has failed to perform, or service
has been bad. The situation is unhappy for both writer and
reader.

29. I. Begin directly. Tell what is wrong.
Note: When the news is bad, a letter in the indirect order is
usually appropriate; but claim letters are exceptions,
because:
1. Most business people want to please their customers;
they also need feedback so they can adjust. Thus, you do
not need to persuade the reader or to break the news
gently;
2. Directness lends strength to the claim; beginning with
the claim emphasizes it and shows the writer’s confidence
in reporting it.

30. II. Identify the situation (invoice number, product
information, etc.) in the text or in a subject line.
Tell your reader what the claim is about.
1.You will want to know that the Canon LCD projector,
Model E, Serial number 12345 which you delivered
February 18, 2011 does not comply with the specifications
we sent.
2. Subject: Non-compliance with required specifications
of Canon LCD, Model E, Serial Umber 12345, Invoice No.
6789 dated February 18, 2011

31. III. Present facts to permit a decision
If the subject line does not cover some details of identification,
work these into your letter near the beginning.
In some instances, you may also choose to explain the problem. It
strengthens the claim.
Ex. 1. The contents of 8 of the 11 cartons of Sea Mist cologne were
broken on arrival and could not be used for our advertising
promotion.
2. The Model H Freezer (Serial No. 71312) that we purchased from
you last September suddenly quit working, ruining P500,000 worth
of frozen foods in the process

32. In explaining the facts, be straightforward and objective
as you can. You will need to tell your reader what
went wrong, what evidence you have and what the
damage is.
Choose your words carefully. Words that accuse or
imply distrust might work against the claim.
Angry and accusing words tend to put the reader on the
defensive and to arouse resistance which reduces your
chance of getting a good settlement.
Words must be a mixture of firmness and courtesy.

33. IV. Seek corrective action
After proving your claim, move to the handling of the claim.
1. State what you want the reader to do. Perhaps you want
your money returned, or new merchandise, or free repairs.
Ex. As we are under orders from the fire marshal to have this
equipment in our plant by Monday, please get the 24
replacement units to us by that date. Also, will you please
instruct us what to do with the defective units?

34. 2.When you know that your reader has a favorable
reputation, you may wish to let the reader
decide what to do, but suggest
solutions/choices.
Ex. As the product has not lived up to the
warranty, we ask that you replace the Kota-Tuff
with a more suitable carpeting. If you are
unable to find a satisfactory carpeting, we
request a refund of the full purchase price,
including installation.

35. V. End positively – friendly but firm
Your final friendly words should remove all
doubt about your cordial attitude. For added
strength, you could express appreciation for
what you seek. This suggestion does not
support timeworn “Thanking you in
advance…” Instead, say something like: “I
would be grateful if you could get the new
merchandise to me in time for my Friday sale.”

36. As your records will show, on December 7, we ordered 24 Fireboy
extinguishers (our Order No.7135). The units were shipped to us by Red
Arrow Freight (Your Invoice No.715C) and arrived at our loading docks
December 15.
At the time of delivery, our shipping and receiving supervisor noticed that all
the boxes were soaked with fluid. Further inspection showed that your
workers had been negligent in checking the cap screws. As a result of their
negligence, acid leaked and destroyed the chrome finish on all the units.
It is hard for me to understand a shipping system that permits such errors to
take place. Further, we want these damaged units taken off our hands and
replaced with good ones. Because we will be inspected by the fire marshal
Monday, we further insist that the replacements reach us by that date.

37. Subject: Acid leakage of Fireboy extinguishers your Invoice No. 715C
The condition of the 24 Fireboy extinguishers received today has affected their ability
to function.
At the time of delivery, the condition of your shipment was called to the attention of
the Red Arrow Freight company driver by our shipping and receiving supervisor. Upon
inspection, we found all the boxes thoroughly soaked with fluid. Further investigation
revealed that at least six of the extinguishers had leaked acid from the cap screws. As a
result, the chrome finish of all the units had been badly damaged.
As we are under orders from the fire marshal to have this equipment in our plant by
Monday, please get the 24 replacement units to us by that date. Also, will you please
instruct us what to do with the defective units?
I am aware of course that situations like this will occur in spite of all precautions. And I
am confident that you will replace the extinguishers with your usual courtesy.

38. As most orders are now placed orally or made
on order forms, order letters are not often
written. But when you write one, follow a
plan.

39. 1. Begin directly, with clear authorization
You should begin the letter directly with
clear authorization to ship the goods. You
have no reason to begin otherwise. The
news is good for the order means profit to
the reader. Your first main words must be:
“Please send me…” NOT “I am in need of…”
or “I would like to have…”

40. 2. Systematically and consistently arrange
items with identifying facts (number, units,
catalog number, name, description points,
unit price, total price). Organize by using
tables.

41. 3. Cover shipping instructions and manner of
payment
You need to give shipping instruction and
information regarding payment (charge,
cash, COD). You may work some of this
information in the beginning, and include the
remainder in the closing.

42. Ex. Please send me the supplies listed below by
prepaid parcel post at the address above. I
am ordering from your September 7 price list.
Please charge the amount to me on the usual
monthly terms.

43. 4. End with a goodwill comment
End with friendly words. Again, make it fit
that one case.
Ex. As our supplies are nearly depleted, I will
appreciate any rush service you can give.

44. Information I have indicates that your
company is the publisher of three books I
would like for my personal library. I
would sincerely appreciate it if you would
be so kind as to send them to me. They
are as follows:
Basis Management, price $16.95, by
Alonzo Bevins, 1 copy.
Clear Writing for Business, price $11.9, by
Mildred Knauht, 1 copy.
Managing Organizations, 2 copies, by
HugoW. Bass, price $15.95.
I have enclosed a check in the amount of
$60.80. I will pay any additional charges.
Please send me the following books:
1 copy Alonzo Bevins, Basic
Management, 2nd ed., 1992 @ 16.95…$16.95
1 copy Mildred Knauth, Clear
Writing for Business, 1993 @11.95…..$11.95
2 copies, Hugo W. Bass, Managing
Organizations, 3rd ed., 1993,
@ $15.95…………………………………….$31.90
Total……………………………………………$60.80
The enclosed check for $60.80 covers your 2011
list prices for the books. If prices have increased
and/or if I owe shipping charges or sales taxes,
please bill me for the additional amount. Or if
you prefer, I will pay on delivery.
I will appreciate your promptness in handling
this order.

45.  Assume that, right now, you are
encountering a problem with one of your
professors, and you want to address it
through the English Department. You are
certain that your claims are valid. Write a
claim letter presenting enough facts to allow
the chair to make a decision. Apply all
principles learned in business
communication.