4.Business Correspondence

8/12/2019 4.Business Correspondence

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Ace Institute of Management


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Two Main Aspects of Business

Correspondence How it communicates to its customers and to

the general public.

How it does within its walls.

A document can be beautifully written, butif it does not have clear objectives and does

not satisfy the needs or expectations of itsreaders, then it is not an effective businessdocument.


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Business WritingAudience Oriented

- concentrate on looking at a problem fromthe receivers perspective.

Purposeful-write to solve problems and conveyinformation.

Economical

-present ideas clearly but concisely. Length isnot rewarded.


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Planning

Establishing the purpose of the document.Assessing the readers.

Gathering and collecting information and ideas.

Analyzing and organizing.

Grouping the information and putting themin a logical order.

e.g.: describing the problem, presentingyour evidence and ending with a solution.

Choosing a form, channel and format.


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Drafting Being flexible.

avoid perfectionism when drafting.

Keep going.

dont let minor problems with wording andgrammar distract you.

Using your own favorite strategies.

e.g. write at your most productive time ofthe day.

talk aloud to clarify your thoughts, takebreaks, promise yourself a little reward, etc.


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Revising & final draft

Revising contents, structure and format.necessary information included?

does the overall meaning of the message

come through?is the formatting appropriate and helpful?

Editing sentences and words.

focusing on the style, coherence, word

choices. Proofreading.

mechanical and grammatical aspects likespelling, typography, punctuations, etc.


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Business Correspondence

Letter is a traditional form of business message butstill occupies an important place in the business world.

Its purpose is to represent the writer and his/her topicrather formally to the recipient.

Very useful in corresponding with an external partywhom you dont know.

Serves as a record for future reference. Leaves a more durable impression on the receivers

mind than an oral message.


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Contd

Can reach anywhere, so used to widenthe area of operations.

Legal document.Used to build goodwill.

Examples: enquiries & replies, circulars,sales letters, application letters, lettersto the press, memos, emails, etc.


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Business Correspondence contd

Direct inquiry,

Indirect situations,Persuasive requests and collections,

Sales and applications,Memorandums


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Direct InquiryDirect inquiry letters that ask for

information; the routine exchanges

of information that businessesneed.

It is written in the matter of fact waywhich saves your and readers time.


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State your request up front

Place your request first.

How to do

Pay attention to the tone.

Assume your audience will comply.

Punctuate questions and polite requestsdifferently.

Be specific. Specify your intentions through words that

are simple but direct.


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Explain and justify your request

In the body, explain your initial request;explain in smooth and logical way.

List a series of questions that you needinformation on

Ask the most important questions

first.Ask only relevant questions.

Deal with only one topic per question.


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Courteous Close

Close your message with threeimportant elements

Information about how you can bereached.Your personal information and contact

number to help them respond to youeasily.

An expression of appreciation orgoodwill.

A specific request.


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Common Reasons

Asking for information and action (routineinquiries).

e.g. for investigating open positions for

employment. For gathering information regarding products or

services.

Asking for recommendations.

Making claims and requesting adjustments.

Sending routine responses and positivemessages


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Asking for information and action

We write this type of letter when you needto know about something.

In essence, simple requests say:

What you want know or what you wantreaders to do

Why youre making the request

Why it may be your readers interests tohelp you


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Asking for RecommendationsAsking for information about people .

Two special considerations to be made. Respecting the rights of the people

involved, both legal and moral. For legal and ethical reasons ,ask questionswhich are related to the job. Avoid questionsabout the applicants race, religion, sex, age,pregnancy and marital status.

Avoid questions regarding arrest and conviction

record, mental and physical disabilities. Hold any information received in confidence.

Structure the questions around the jobinvolved.


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Making claims and Requesting Adjustments

In your claim letter

Explain the problem and give details.

Provide backup information.

Request specific action.

Be prepared to document your claim.

Send copies and keep the original documents. Be as specific as possible about your

expectations.

End with cordial words.


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Tips to write letters making claim Maintain a professional tone, even if you are

extremely frustrated. Open with a straightforward statement of the

problem.

Provide specific details in the body.

Present facts honestly and clearly . Politely summarize desired action in the

closing.

Clearly state what you expect as a fairsettlement, or ask the reader to propose a fairadjustment.

Explain the benefits of complying with therequest, such as your continued patronage.


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Sending Routine Responses and Positive

Messages

Goals of sending a routine responses.To communicate the information or

the good news.

Answer all questions.

Provide all required details.

Leave your reader with a good impression

of you and your firm.Be courteous and upbeat and maintain ayou-oriented tone.


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Strategies for routine replies....

Like other letters, these types of lettersalso have

an opening

a bodya close

Readers will be mainly interested in

what you have to say, youll use a directapproach


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Strategies contd.....

Opening: Place your mainidea in the opening

Close: Use a cordial tone;perhaps highlight the benefitsto you readers

Body: Explain all the relevantdetails


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Start with the main Idea

Be clear and concise

Identify the single most importantmessage before you start writing


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Start with the main idea.....

Instead of this

I am please to inform you thatafter deliberating the mattercarefully, our human resourcescommittee has recommended

you for appointment as a staff

accountant

Write this

Congratulations. Youve

been selected to join ourfirm as a staff accountant,beginning March 20.


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Provide necessary details and explanation

Explain your point :- audience/reader willhave no confusion or doubt.

Maintain a supportive tone throughout.Embed negative statements in positive

contexts or balance them with positive

alternatives.Talk favorably about the choices the

customer has made.


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Embed negative statements.....

Instead of this

No, we no longer carry theGatsby line of sweater.

Write this

The new Olympic line has

replaced the Gatsby sweaterthat you asked about. Olympicfeatures a wider range of colorsand sizes and morecontemporary style.


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End with a courteous close

Let your readers know that you havetheir personal well-being in mind.

If further action is required, tell readershow to proceed and encourage them to

act promptly.


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Answering Requests for information

Three main goals of answering requests

To respond to the inquiry and answerall questions.

To leave your reader/s with a good

impression of you and your firm.To encourage future sale or business.

4.Business Correspondence

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