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© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-1 Chapter 6 Routine Letters and...
Transcript of © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-1 Chapter 6 Routine Letters and...
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-1
Chapter 6Chapter 6
Routine Letters
and
Goodwill Messages
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-2
Writing Plan for Information or Action Request
Writing Plan for Information or Action Request
Opening: Ask the most important question first or express a
polite command. Body: Explain the request logically
and courteously. Itemize information,
whenever possible. Closing: Request a specific action with an
end date, if appropriate, and show appreciation.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-3
Improving Openers for Routine Request Letters
Improving Openers for Routine Request Letters
Weak:I’ve been given the task of locating a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible.
Improved:Will you please answer the following questions regarding possible accommodations at the Fairmont for a conference in May.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-4
Improving Openers for Routine Request Letters
Improving Openers for Routine Request Letters
Weak:While reading MacLean's magazine, I noticed an offer of a free video describing your organization.
Improved:Please send me your free video describing your organization.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-5
Improving Openers for Routine Request Letters
Improving Openers for Routine Request Letters
Weak:I am conducting a training class for students of photography at our Winnipeg training center, and I saw a picture that we would like to use in our program.
Improved:What is the procedure for ordering a copy of a photograph to be used for training purposes?
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-6
Improving Closings for Routine Request Letters
Improving Closings for Routine Request Letters
Weak:Thanks for any information you provide.
Improved:We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-7
Improving Closings for Routine Request Letters
Improving Closings for Routine Request Letters
Weak:Hoping to hear from you at your earliest convenience.
Improved:Please send the video by August 15.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-8
Improving Closings for Routine Request Letters
Improving Closings for Routine Request Letters
Weak:Thank you for your cooperation.
Improved:Your answer to my inquiry will help me make my printer choice. Thanks!
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-9
Parts of a Business LetterParts of a Business Letter
Letterhead Peerless Graphics 893 Dillingham Boulevard
Stony Plain, AB T6K 5L9
line 12 or 2 lines below letterhead
Dateline September 13, 200x
2 to 10 lines
Inside Mr. T. M. WilsonAddress Visual Concepts Enterprises 1256 Lumsden Avenue
Nordegg, AB T0M 3T0 1 blank lineSalutation Dear Mr. Wilson:
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-10
Parts of a Business Letter(continued)
1 blank line
Subject Line SUBJECT: BLOCK LETTER STYLE 1 blank line
Body This letter illustrates block letter style, about which you asked. All typed lines begin at the left
margin. The date is usually placed two inches from the top edge of the paper or two lines below the last line of the letterhead, whichever position is lower.
In modified block style, the dateline and closing lines are started at the center instead of at the left margin.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-11
Parts of a Business Letter(continued)
If a subject line is included, it appears two lines below the salutation. The word SUBJECT is optional. Most readers will recognize a statement in this position as the subject without an identifying label. The complimentary close appears two lines below the end of the last paragraph.
1 blank line
Complimentary Sincerely,Close 3 blank lines
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-12
Parts of a Business Letter(continued)
Signature Mark H. WongBlock Graphics Designer 1 blank line
Reference MHW:pilInitials
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-13
Writing Plan for Simple ClaimWriting Plan for Simple Claim
Opening: Describe clearly the desired action.
Body: Explain the nature of the claim. Tell why the claim is justified. Provide details regarding action requested.
Closing: End pleasantly with a goodwill statement. Include end dating if appropriate.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-14
Writing Plan for an Order Request
Writing Plan for an Order Request
Opening: Authorize purchase of items. Suggest method of shipping.
Body: List items vertically. Provide quantity, order number, description, and
unit price. Show total price of order.
Closing: Request shipment by specific date. Tell method of payment. Express
appreciation.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-15
Writing Plan for an Information Response
Writing Plan for an Information Response
Subject Line: Identify previous correspondence.
Opening: Deliver most important information first.
Body: Arrange information logically. Explain and clarify the information. Build goodwill.
Closing: End pleasantly.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-16
Writing Plan for Customer Order Responses
Writing Plan for Customer Order Responses
Opening: Tell when and how the shipment will be sent.
Body: Provide details about the shipment. Discuss irregularities with order. Include resale information. Promote other products, if appropriate.
Closing: Build goodwill. Use friendly, personalized closing.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-17
Writing Plan for Customer Claim Response
Writing Plan for Customer Claim Response
Subject Line (optional):Identify previous correspondence.
Opening:Grant request or announce adjustment immediately.
Body:
Provide details about how you are complying with the request. Try to regain the reader's confidence. Include resale or sales promotion if appropriate.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-18
Writing Plan for Customer Claim Response
Writing Plan for Customer Claim Response
Closing:End positively with forward-looking thought.
Express confidence in future business dealings.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-19
Writing Plan for Letter of Recommendation
Writing Plan for Letter of Recommendation
Opening:
•Identify the applicant, the position, and the reason for writing.
•State message is confidential. •Establish your relationship with applicant,
including length of employment.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-20
Writing Plan for Letter of Recommendation
Writing Plan for Letter of Recommendation
Body:
•Describe job duties. •Give specific examples of
professionalism, personal skills, attributes.
•Compare applicant with others in field.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-21
Writing Plan for Letter of Recommendation
Writing Plan for Letter of Recommendation
Closing:•Summarize significant attributes of
applicant. •Offer an overall rating. •Draw a conclusion regarding
recommendation.
© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 6-22
End