©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to...

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 1

Analyzing the Structure of Positive Letters

OpeningBody

Closing

Anaconda Trading Co.

4340 Anaconda DriveVictorville, CA 92392

760.222.3525


Structure of Positive Letters: Opening

Frontload in the opening. Begin with the main idea. Tell immediately why you are writing.



760.222.3525


Structure of Positive Letters: Body

Explain in the body. Present details that explain the request or response. Group similar ideas together.

Include graphic highlighting to spotlight main points.



760.222.3525

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 4 Ch. Slide 4

Structure of Positive Letters: Closing

Be specific and courteous in the

closing. For requests, tell specifically what action you want taken and provide an end date (deadline) if appropriate. For other routine letters, provide a courteous, concluding thought.



760.222.3525


E-Mail• Useful for both internal and external communication• Appropriate for short, need-to-know messages, setting up appointments, giving updates, and getting answers to specific questions• Inappropriate for sensitive or confidential issues, building trust, or bonding

Interoffice Memos• Useful for internal messages that require formality or permanent records

• Appropriate for delivering instructions, official policies, reports, long documents, and important announcements

Business Letters• Useful for external messages that require a permanent record and confidentiality

• Appropriate for conveying formality, sensitivity• Can deliver a persuasive, well-considered message

Comparing Typical Positive Messages


Formatting Hard-Copy MemosMEMORANDUM

DATE: April 5, 2012TO: Dawn Stewart, ManagerFROM: Jay Murray, Vice President SUBJECT: Telephone Service Request FormsTo speed telephone installation and improve service within the main facility, we are starting a new application procedure.Service request forms will be available at various locations within the three buildings. When you require telephone services, pick up a request form at your nearest location. Fill in the pertinent facts, obtain approval from your division head, and send the form to Brent White.Please call me at 451-0593 if you have any questions about this new procedure.

JM

Start the dateline 2 inches from the top of the page.

Set side margins at 1 to 11/4 inches.

Align text after guide wordsLeave two blank lines between Subject and the first line of the memo.Single-space within and double-space between paragraphs.

Put sender’s initials here

Ch. 8, Slide 7

Formatting Business Letters

WEB: [email protected] Katella Avenue PHONE: (310) 329-4330Anaheim, CA 92642 FAX: (310) 329-4259

May 18, 2008

Ms. LaTonja WilliamsHealth Care Specialists2608 Fairview RoadCosta Mesa, CA 92627

Dear Ms. Williams:

Subject: Formatting Business Letters

Letterhead

Dateline

Inside Address

Salutation

Subject

Line

CYPRESS ASSOCIATES, INC.2 inches from top of page

2 to 7 blank lines

1 blank line

1 blank line

1 blank line

Ch. 8, Slide 8

At your request, this letter illustrates and explains business letter formatting in a nutshell. The most important points to remember are these:

1. Set margins between 1 and 1½ inches; most word processing programs automatically set margins at 1 inch.

2. Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead, whichever position is lower.

3. Allow about 5 lines after the date—more lines for shorter letters and fewer lines for longer ones.

The two most popular letter styles are block and modified block. Block style, with all lines beginning at the left, causes the least trouble. In modified block-style letters,

Numbered list for improved readability

One blank line between paragraphs

Ch. 8, Slide 9

the date and closing lines start at the center. For both styles the complimentary close is followed by three blank lines before the writer’s signature. Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below.

So that you can see additional styles, I’m sending our office style guide. I certainly hope this material is helpful to you and your assistants, Ms. Williams.

Sincerely,

Sharon MontoyaSharon MontoyaExecutive Director

SM: lef

Enclosure

Complimentary Closing

Printed Name and Title

Reference Initials

1 blank line

1 blank line

3-4 blank lines



2012


Opening Ask a question or

issue a polite command (Please answer the following questions . . .).

Avoid long explanations preceding main idea.

Routine Requests for Information or Action

IW


Body Explain your

purpose and provide details.

Express questions in parallel form. Number or bullet them.


IW


Body Use open-ended

questions to elicit the most information (What steps are necessary …?) instead of yes-or-no questions (Can she conclude her contrac-tual obligation … ?).


IW


Body Suggest reader

benefits, if possible.


IW


Closing State specifically,

but courteously, what action is to be taken.

Set an end date, if one is significant. Provide a logical reason for the end date.


IW


Closing Avoid cliché

endings (Thank you for your cooperation). Show appreciation, but use a fresh expression.

Make it easy for the receiver to respond.


IW


Routine Request LetterDear ResumePro Product Manager:

Please send me information about your ResumePro software program, which I read about in the March issue of Workforce magazine.

My company receives hundreds of résumés daily, and, frankly, we need help in processing them. Answers to the following questions would help us determine whether ResumePro could solve our problem.

1. In terms of fonts and formats, what kinds of résumés can your software program read?

2. Can the program help us sort and rank candidates by categories such as job classification, education, work history, skills, and experience?

3. How does your company provide training and trouble-shooting service for your software?

Thanks for answering these questions and for providing any other information about ResumePro. I would appreciate your response by April 1 so that we can study the program before the rush of job applications in June.

Sincerely,


Subject Line Identify the topic

and any previous correspondence.

Use abbreviated style, omitting articles (a, an, the).

Direct Response Messages


Opening Deliver the

information the reader wants.

When announcing good news, do so promptly.



Body Explain the

subject logically. Use lists, tables,

headings, boldface, italics, or other graphic devices to improve readability.

Promote your products and your organization to customers.



Closing Offer a

concluding thought, perhaps referring to the information or action requested.

Avoid cliché endings (If you have any other questions, don’t hesitate to call).

Be cordial.



Opening Introduce the

instructions. Explain why the

instructions are necessary.

Instruction Messages

TB


Body Divide the

instructions into steps.

List the steps in the order to be carried out.

Arrange the items vertically with bullets or numbers.


TB


Body Begin each step

with an action verb. In parallel form. Not this: An advertisement for a position should be written. But this: Write an advertisement for a position.


TB


Closing Explain how

following the instructions will benefit the reader.

Use a polite, positive tone here and throughout the message.


TB


Opening Explain

immediately what you want done.

State the remedy briefly when it is obvious (Please credit my Visa account …).

Explain your goal when the remedy is less obvious.

Direct Claims, Complaints


Body Explain the

problem and justify your request.

Provide details objectively and concisely.

Be organized and coherent. Don’t ramble.



Body Avoid becoming

angry or trying to fix blame.

Include names and dates with previous actions.



Closing End courteously

with a tone that promotes goodwill.

Request specific action, including end date, if appropriate.

Direct Claims, ComplaintsAct promptly

in making claims and

always keep a copy of

your message.


Opening When approving

a customer’s claim, announce the good news (adjustment) immediately.

Avoid sounding grudging or reluctant.

Adjustment Messages


Body Strive to win

back the customer’s confidence; explain what went wrong (if you know).

Adjustment Messages


Body Apologize if it

seems appropriate, but be careful about admitting responsibility. Check with your boss or legal counsel first.

Adjustment Messages


Body Concentrate on

explaining how diligently your organization works to avoid disappointing customers.

Avoid negative language (trouble, regret, fault).

Adjustment Messages


Body Avoid blaming

customers – even if they are at fault.

Avoid blaming individuals or departments in your organization. It sounds unprofessional.

Adjustment Messages


Closing Show

appreciation that the customer wrote.

Consider expressing confidence that the problem has been resolved.

Thank the customer for past business.

Refer to your desire to be of service.

Adjustment Messages


The Five Ss of Goodwill Messages

Five Ssof Goodwill Messages

Short

Spontaneous Sincere

Specific

Selfless


Ch. 8, Slide 38


In expressing thanks, recognition, or sympathy:

Be selfless

Discuss the receiver, not the sender.


Ch. 8, Slide 39

Cite specificsrather than generalities.

Be specific




Ch. 8, Slide 40

Show your honest feelingswith unpretentious language.

BeSincere




Ch. 8, Slide 41

Make the message soundnatural, fresh, and direct.Avoid canned phrases.

Be

Spontaneous




Ch. 8, Slide 42

Although goodwill messagesmay be as long as needed,they generally are fairly short.

Keep it Short




By John S. Donnellan

Send a brief note expressing your appreciation.

Tell how good the message made you feel.

Accept praise gracefully. Don’t make belittling statements. (I’m not really all that good!).

Answering Congratulatory Messages


END

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to...

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