Letter Writing - (12!04!04)

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WELCOME TO LETTER WRITINGWELCOME TO LETTER WRITING

Management Development InstituteManagement Development Institute 22

Effective LettersEffective Letters

ObjectivesObjectives

Essential componentsEssential components

FormatsFormats

Different TypesDifferent Types

Technical Writing Criteria Technical Writing Criteria


Letters ObjectivesLetters Objectives Serve as external communicationServe as external communication Reflect on you and your companyReflect on you and your company Constitute a legally binding contractConstitute a legally binding contract

No matter what type of letter you No matter what type of letter you writewrite• Follow accepted letter formatsFollow accepted letter formats• Maintain the proper toneMaintain the proper tone• Avoid errorsAvoid errors


Letter EssentialsLetter Essentials Letterhead (writer’s) addressLetterhead (writer’s) address DateDate Reader inside addressReader inside address SalutationSalutation Text (Introduction, Body, Conclusion)Text (Introduction, Body, Conclusion) Complimentary closeComplimentary close Typed name and signatureTyped name and signature Reference SectionReference Section


What is the purpose of writing this letter?What is the purpose of writing this letter?

What is the first Question to askbefore you start writing a letter?What is the first Question to askbefore you start writing a letter?


What type of a letter is it?What type of a letter is it? Inquiry?Inquiry?

Cover ?Cover ?

Good news ?Good news ?

Bad news ?Bad news ?

Complaint?Complaint?

Adjustment?Adjustment?

Sales?Sales?


Audience AnalysisAudience AnalysisWho is my audience?Who is my audience?

Customer?Customer?

Boss?Boss?

A Senior Manager?A Senior Manager?

Someone Skeptical?Someone Skeptical? (Unconvinced)(Unconvinced)

Someone Supportive?Someone Supportive?

Someone Antagonistic Someone Antagonistic (Aggressive)(Aggressive)

Someone Disappointed?Someone Disappointed?

A Colleague?A Colleague?

Customer?Customer?

Boss?Boss?

A Senior Manager?A Senior Manager?

Someone Skeptical?Someone Skeptical? (Unconvinced)(Unconvinced)

Someone Supportive?Someone Supportive?

Someone Antagonistic Someone Antagonistic (Aggressive)(Aggressive)

Someone Disappointed?Someone Disappointed?

A Colleague?A Colleague?


Letters of InquiryLetters of Inquiry

IntroductionIntroduction• Clarify your intent in the introduction (why?)Clarify your intent in the introduction (why?)• Identify the subject matter (what?)Identify the subject matter (what?)

DiscussionDiscussion• Specify your needsSpecify your needs• Ask precise questions or list specific topicsAsk precise questions or list specific topics

• ““Do you need 250 ampoules of Hepatitis Do you need 250 ampoules of Hepatitis B Vaccine by 20B Vaccine by 20thth of May 2004?” of May 2004?”

ConclusionConclusion• Conclude preciselyConclude precisely• Provide dated action; explain whyProvide dated action; explain why


Cover LetterCover Letter

Tells your readers up front what Tells your readers up front what they are receivingthey are receiving

Focuses your readers’ attention Focuses your readers’ attention on key points within the on key points within the enclosuresenclosures

Continued ……….Continued ……….


Cover LettersCover Letters

IntroductionIntroduction

DiscussionDiscussion

ConclusionConclusion


Good News LettersGood News Letters

IntroductionIntroduction Explain:Explain: WhyWhy you’re you’re

writing writing

Tell Tell whatwhat you’re you’re writing aboutwriting about


Good News LettersGood News LettersGood News LettersGood News Letters

Discussion:Discussion: Explain Explain Exactly whatExactly what has has

justified the justified the grant of grant of customer’s wishcustomer’s wish

Discussion:Discussion: Explain Explain Exactly whatExactly what has has

justified the justified the grant of grant of customer’s wishcustomer’s wish


Good News LettersGood News LettersGood News LettersGood News Letters

Conclusion: Conclusion:

whatwhat you plan next you plan next WhenWhen this action this action

will occurwill occur whywhy the date is the date is

importantimportant

Conclusion: Conclusion:

whatwhat you plan next you plan next WhenWhen this action this action

will occurwill occur whywhy the date is the date is

importantimportant


Good News LettersGood News Letters Do you appreciate Do you appreciate

the good work of the good work of your subordinates your subordinates in writing?in writing?

Please do that, it Please do that, it will cost nothing will cost nothing and buy you a lot of and buy you a lot of supportsupport

Do you appreciate Do you appreciate the good work of the good work of your subordinates your subordinates in writing?in writing?

Please do that, it Please do that, it will cost nothing will cost nothing and buy you a lot of and buy you a lot of supportsupport


Letter of AppreciationLetter of Appreciationto a subordinateto a subordinate

How should we begin that?How should we begin that? Congratulations, Muhammad Ali, on Congratulations, Muhammad Ali, on

your performance during the last your performance during the last quarter. You have exhibited quarter. You have exhibited excellent performance through excellent performance through dedication and hard work and have dedication and hard work and have surpassed your sales quota by 25%. surpassed your sales quota by 25%. The director of sales has also The director of sales has also extended his appreciation on your extended his appreciation on your outstanding performance.outstanding performance.

Now announce the reward, if anyNow announce the reward, if any

How should we begin that?How should we begin that? Congratulations, Muhammad Ali, on Congratulations, Muhammad Ali, on

your performance during the last your performance during the last quarter. You have exhibited quarter. You have exhibited excellent performance through excellent performance through dedication and hard work and have dedication and hard work and have surpassed your sales quota by 25%. surpassed your sales quota by 25%. The director of sales has also The director of sales has also extended his appreciation on your extended his appreciation on your outstanding performance.outstanding performance.

Now announce the reward, if anyNow announce the reward, if any


Bad News LettersBad News Letters1. Buffer (Defense)1. Buffer (Defense)2. Explanation2. Explanation3. Decision3. Decision4. Friendly Positive Close4. Friendly Positive Close

Tact is requiredTact is required

Couch the negatives in positive Couch the negatives in positive terms.terms.

Tact is requiredTact is required

Couch the negatives in positive Couch the negatives in positive terms.terms.


Bad News LettersBad News Letters

Introduction: begin with a bufferIntroduction: begin with a buffer

Discussion: states the bad news; Discussion: states the bad news; preface your assertions with preface your assertions with quantifiable proofquantifiable proof

Conclusion: give your readers an Conclusion: give your readers an opportunity for future success; opportunity for future success; provide options to your readersprovide options to your readers

Introduction: begin with a bufferIntroduction: begin with a buffer

Discussion: states the bad news; Discussion: states the bad news; preface your assertions with preface your assertions with quantifiable proofquantifiable proof

Conclusion: give your readers an Conclusion: give your readers an opportunity for future success; opportunity for future success; provide options to your readersprovide options to your readers



1.1. Buffer:Buffer:

We appreciate your letter telling us about your We appreciate your letter telling us about your problem with the merchandize we shipped you problem with the merchandize we shipped you six months agosix months ago

Thank you for giving us the opportunity to Thank you for giving us the opportunity to consider your credit application for 45 days consider your credit application for 45 days instead of 30 days.instead of 30 days.

What Next after the good feelings What Next after the good feelings generator?generator?

1.1. Buffer:Buffer:

We appreciate your letter telling us about your We appreciate your letter telling us about your problem with the merchandize we shipped you problem with the merchandize we shipped you six months agosix months ago

Thank you for giving us the opportunity to Thank you for giving us the opportunity to consider your credit application for 45 days consider your credit application for 45 days instead of 30 days.instead of 30 days.

What Next after the good feelings What Next after the good feelings generator?generator?



Possibilities of Buffer:Possibilities of Buffer:

Agreement:Agreement: Agree with your reader on Agree with your reader on something, if possible (perhaps business something, if possible (perhaps business conditions, costs, or any other pertinent itemconditions, costs, or any other pertinent item

Appreciation:Appreciation: Thank the reader (for Thank the reader (for information, application, request, inquiry, information, application, request, inquiry, cooperation, or whatever applies)cooperation, or whatever applies)

Assurance:Assurance: Assure the reader of your careful Assure the reader of your careful consideration and honest explanation of all consideration and honest explanation of all available facts about the problemavailable facts about the problem


Agreement:Agreement: Agree with your reader on Agree with your reader on something, if possible (perhaps business something, if possible (perhaps business conditions, costs, or any other pertinent itemconditions, costs, or any other pertinent item

Appreciation:Appreciation: Thank the reader (for Thank the reader (for information, application, request, inquiry, information, application, request, inquiry, cooperation, or whatever applies)cooperation, or whatever applies)

Assurance:Assurance: Assure the reader of your careful Assure the reader of your careful consideration and honest explanation of all consideration and honest explanation of all available facts about the problemavailable facts about the problem




Compliment:Compliment: Try to compliment the reader on Try to compliment the reader on something good about his past record or something good about his past record or request (sincerity, careful listing of facts or request (sincerity, careful listing of facts or other)other)

Cooperation:Cooperation: Show a sincere desire to be as Show a sincere desire to be as helpful as possiblehelpful as possible

Neutral Courtesy:Neutral Courtesy: Keep your opening Keep your opening paragraph noncommittal. For instance, if you paragraph noncommittal. For instance, if you must announce a price increase or service must announce a price increase or service decrease, use a neutral word such as decrease, use a neutral word such as “change”“change”


Compliment:Compliment: Try to compliment the reader on Try to compliment the reader on something good about his past record or something good about his past record or request (sincerity, careful listing of facts or request (sincerity, careful listing of facts or other)other)

Cooperation:Cooperation: Show a sincere desire to be as Show a sincere desire to be as helpful as possiblehelpful as possible

Neutral Courtesy:Neutral Courtesy: Keep your opening Keep your opening paragraph noncommittal. For instance, if you paragraph noncommittal. For instance, if you must announce a price increase or service must announce a price increase or service decrease, use a neutral word such as decrease, use a neutral word such as “change”“change”




Good news: Good news: If you can grant any part of a If you can grant any part of a request, and you think your reader will be request, and you think your reader will be pleased, begin with that good news. pleased, begin with that good news.

Understanding:Understanding: Show you understand or Show you understand or sympathize with the reader’s problemsympathize with the reader’s problem

Warning: Buffers should be neutral, Warning: Buffers should be neutral, avoid misleading the reader/customer avoid misleading the reader/customer into thinking the news is goodinto thinking the news is good


Good news: Good news: If you can grant any part of a If you can grant any part of a request, and you think your reader will be request, and you think your reader will be pleased, begin with that good news. pleased, begin with that good news.

Understanding:Understanding: Show you understand or Show you understand or sympathize with the reader’s problemsympathize with the reader’s problem

Warning: Buffers should be neutral, Warning: Buffers should be neutral, avoid misleading the reader/customer avoid misleading the reader/customer into thinking the news is goodinto thinking the news is good



2.2. Explanation after Buffer:Explanation after Buffer:

A.A. Customer centric: Customer centric: Convince the customer you are acting in Convince the customer you are acting in

his or her best interests in the long run or his or her best interests in the long run or in accordance to a policy that is enforced in accordance to a policy that is enforced equally for all.equally for all.

Avoid the insincere: “Much as I would like Avoid the insincere: “Much as I would like to … however, ….”to … however, ….”

Avoid reasons that suggest benefit to only Avoid reasons that suggest benefit to only your firm.your firm.


A.A. Customer centric: Customer centric: Convince the customer you are acting in Convince the customer you are acting in

his or her best interests in the long run or his or her best interests in the long run or in accordance to a policy that is enforced in accordance to a policy that is enforced equally for all.equally for all.

Avoid the insincere: “Much as I would like Avoid the insincere: “Much as I would like to … however, ….”to … however, ….”

Avoid reasons that suggest benefit to only Avoid reasons that suggest benefit to only your firm.your firm.




B.B. Courteous Explanation: Courteous Explanation: Explain courteously all relevant facts Explain courteously all relevant facts

behind your decisionbehind your decision

Mention first the favorable factors , then Mention first the favorable factors , then the less favorablethe less favorable


B.B. Courteous Explanation: Courteous Explanation: Explain courteously all relevant facts Explain courteously all relevant facts

behind your decisionbehind your decision

Mention first the favorable factors , then Mention first the favorable factors , then the less favorablethe less favorable




C.C. Careful Consideration: Careful Consideration: Show that the request has been carefully Show that the request has been carefully

considered for the reader’s benefit as well considered for the reader’s benefit as well as your company’sas your company’s


C.C. Careful Consideration: Careful Consideration: Show that the request has been carefully Show that the request has been carefully

considered for the reader’s benefit as well considered for the reader’s benefit as well as your company’sas your company’s



3.3. Decision After Explanation:Decision After Explanation:

a.a. Implied Implied

b.b. Expressed with Resale and/or Expressed with Resale and/or Helpful SuggestionsHelpful Suggestions

3.3. Decision After Explanation:Decision After Explanation:

a.a. Implied Implied

b.b. Expressed with Resale and/or Expressed with Resale and/or Helpful SuggestionsHelpful Suggestions



4.4. Friendly, Positive Close after Friendly, Positive Close after Decision:Decision:

a.a. Offer assurances that you appreciate the Offer assurances that you appreciate the reader as a customerreader as a customer

b.b. Invite future patronage, cooperation, Invite future patronage, cooperation, suggestions, or compliance with decision. suggestions, or compliance with decision. Include mild, no-pressure sales promotional Include mild, no-pressure sales promotional material if you think reader would respond material if you think reader would respond favorably favorably

4.4. Friendly, Positive Close after Friendly, Positive Close after Decision:Decision:

a.a. Offer assurances that you appreciate the Offer assurances that you appreciate the reader as a customerreader as a customer

b.b. Invite future patronage, cooperation, Invite future patronage, cooperation, suggestions, or compliance with decision. suggestions, or compliance with decision. Include mild, no-pressure sales promotional Include mild, no-pressure sales promotional material if you think reader would respond material if you think reader would respond favorably favorably



4.4. Friendly, Positive Close after Decision:Friendly, Positive Close after Decision:

c.c. Make clear whatever action is required, Make clear whatever action is required,

i.i. When to do itWhen to do it

ii.ii. How to do itHow to do it

easily if you need the reader’s easily if you need the reader’s approval or if the reader must take approval or if the reader must take actionaction


c.c. Make clear whatever action is required, Make clear whatever action is required,

i.i. When to do itWhen to do it

ii.ii. How to do itHow to do it

easily if you need the reader’s easily if you need the reader’s approval or if the reader must take approval or if the reader must take actionaction


Bad News LettersBad News Letters4.4. Friendly, Positive Close after Decision:Friendly, Positive Close after Decision:

d.d. Express continued Express continued

i.i. interestinterest

ii.ii. ServiceService

iii.iii. Reader benefitReader benefit

iv.iv. Reader’s success with alternativesReader’s success with alternatives

v.v. Do not repeat the bad newDo not repeat the bad new

vi.vi. Avoid statements such as “I trust our Avoid statements such as “I trust our decision is satisfactory”decision is satisfactory”

vii.vii. Or “Let us know if you any further Or “Let us know if you any further problems”problems”


d.d. Express continued Express continued

i.i. interestinterest

ii.ii. ServiceService

iii.iii. Reader benefitReader benefit

iv.iv. Reader’s success with alternativesReader’s success with alternatives

v.v. Do not repeat the bad newDo not repeat the bad new

vi.vi. Avoid statements such as “I trust our Avoid statements such as “I trust our decision is satisfactory”decision is satisfactory”

vii.vii. Or “Let us know if you any further Or “Let us know if you any further problems”problems”


Complaint LettersComplaint LettersComplaint LettersComplaint Letters

Introduction:Introduction: politely state the politely state the problem; include supporting documents problem; include supporting documents

Discussion:Discussion: explain in detail the problems explain in detail the problems experienced; be specific; document your experienced; be specific; document your claims; state what you want done and whyclaims; state what you want done and why

Conclusion:Conclusion: end your letter positively; end your letter positively; reflect your company’s professionalism; reflect your company’s professionalism; include phone number and when you may include phone number and when you may bebe reachedreached

Introduction:Introduction: politely state the politely state the problem; include supporting documents problem; include supporting documents

Discussion:Discussion: explain in detail the problems explain in detail the problems experienced; be specific; document your experienced; be specific; document your claims; state what you want done and whyclaims; state what you want done and why

Conclusion:Conclusion: end your letter positively; end your letter positively; reflect your company’s professionalism; reflect your company’s professionalism; include phone number and when you may include phone number and when you may bebe reachedreached


Adjustment LettersAdjustment Letters

Also known as response to letter of complaintAlso known as response to letter of complaint 100 Percent Yes Letter 100 Percent Yes Letter (good-news letter)(good-news letter)

• You agree 100 percent with the writer of the complaint letterYou agree 100 percent with the writer of the complaint letter

100 Percent No Letter 100 Percent No Letter (bad-news letter)(bad-news letter)

• You disagree 100 percent with the writer of the complaint You disagree 100 percent with the writer of the complaint letterletter

Partial Adjustment LetterPartial Adjustment Letter

• May agree with some of the writer’s complaintsMay agree with some of the writer’s complaints

• May disagree with other aspects of the complaintMay disagree with other aspects of the complaint

Also known as response to letter of complaintAlso known as response to letter of complaint 100 Percent Yes Letter 100 Percent Yes Letter (good-news letter)(good-news letter)

• You agree 100 percent with the writer of the complaint letterYou agree 100 percent with the writer of the complaint letter

100 Percent No Letter 100 Percent No Letter (bad-news letter)(bad-news letter)

• You disagree 100 percent with the writer of the complaint You disagree 100 percent with the writer of the complaint letterletter

Partial Adjustment LetterPartial Adjustment Letter

• May agree with some of the writer’s complaintsMay agree with some of the writer’s complaints

• May disagree with other aspects of the complaintMay disagree with other aspects of the complaint


Adjustment LettersAdjustment LettersErr on the Side of CustomerErr on the Side of Customer

Give him/her benefit of the doubtGive him/her benefit of the doubt Tone Tone A considerate and courteous tone is importantA considerate and courteous tone is important

• Customer may have been irritated or inconveniencedCustomer may have been irritated or inconvenienced

Do not show as if it is for own motivesDo not show as if it is for own motives

• ““Nevertheless, so that we can keep Nevertheless, so that we can keep you as satisfied customer, we are you as satisfied customer, we are willing to allow you to exchange willing to allow you to exchange these items”these items”

Are there any objectionable words or phrases in the Are there any objectionable words or phrases in the above statement?above statement?

Give him/her benefit of the doubtGive him/her benefit of the doubt Tone Tone A considerate and courteous tone is importantA considerate and courteous tone is important

• Customer may have been irritated or inconveniencedCustomer may have been irritated or inconvenienced

Do not show as if it is for own motivesDo not show as if it is for own motives

• ““Nevertheless, so that we can keep Nevertheless, so that we can keep you as satisfied customer, we are you as satisfied customer, we are willing to allow you to exchange willing to allow you to exchange these items”these items”

Are there any objectionable words or phrases in the Are there any objectionable words or phrases in the above statement?above statement?


Adjustment LettersAdjustment LettersErr on the Side of the Side of CustomerErr on the Side of the Side of Customer

There are objectionable words and There are objectionable words and phrases in the statement belowphrases in the statement below

• ““Nevertheless, so thatNevertheless, so that we can we can keep youkeep you as aas a satisfied customer, satisfied customer, we arewe are willing willing toto allow you allow you to to exchange these items”exchange these items”

we can keep youwe can keep you is selfishis selfish willingwilling and and allow youallow you sound sound

condescending (condescending (Arrogant)Arrogant)

There are objectionable words and There are objectionable words and phrases in the statement belowphrases in the statement below

• ““Nevertheless, so thatNevertheless, so that we can we can keep youkeep you as aas a satisfied customer, satisfied customer, we arewe are willing willing toto allow you allow you to to exchange these items”exchange these items”

we can keep youwe can keep you is selfishis selfish willingwilling and and allow youallow you sound sound

condescending (condescending (Arrogant)Arrogant)


Adjustment LettersAdjustment LettersErr on the Side of the Side of CustomerErr on the Side of the Side of CustomerBut customer is importantBut customer is important

What is a better and more courteous way What is a better and more courteous way to convey the same messageto convey the same message

• ““Because we want you to be Because we want you to be completely pleased, we will gladly completely pleased, we will gladly exchange the consignment for exchange the consignment for you”you”

Should you say sorry in this situation?Should you say sorry in this situation? No, there is no need toNo, there is no need to But definitely if you are at faultBut definitely if you are at fault

What is a better and more courteous way What is a better and more courteous way to convey the same messageto convey the same message

• ““Because we want you to be Because we want you to be completely pleased, we will gladly completely pleased, we will gladly exchange the consignment for exchange the consignment for you”you”

Should you say sorry in this situation?Should you say sorry in this situation? No, there is no need toNo, there is no need to But definitely if you are at faultBut definitely if you are at fault


Adjustment LettersAdjustment LettersSeller at Fault – say late deliveriesSeller at Fault – say late deliveries

In the first paragraph create In the first paragraph create

rapportrapport (Relationship) (Relationship) with the customer – with the customer – think what will please the customerthink what will please the customer

Scenario: Scenario: Customer has threatened: either “eliminate the delays” in Customer has threatened: either “eliminate the delays” in your shipments or risk losing the businessyour shipments or risk losing the business

What should be the opening?What should be the opening?

“ “ You shall be glad to hear that we have found You shall be glad to hear that we have found a new way to speed deliveries of our medicines a new way to speed deliveries of our medicines to you. From now on your orders shall be to you. From now on your orders shall be delivered within 48 hours from the date of delivered within 48 hours from the date of receipt in our order process department ”receipt in our order process department ”

In the first paragraph create In the first paragraph create

rapportrapport (Relationship) (Relationship) with the customer – with the customer – think what will please the customerthink what will please the customer

Scenario: Scenario: Customer has threatened: either “eliminate the delays” in Customer has threatened: either “eliminate the delays” in your shipments or risk losing the businessyour shipments or risk losing the business

What should be the opening?What should be the opening?

“ “ You shall be glad to hear that we have found You shall be glad to hear that we have found a new way to speed deliveries of our medicines a new way to speed deliveries of our medicines to you. From now on your orders shall be to you. From now on your orders shall be delivered within 48 hours from the date of delivered within 48 hours from the date of receipt in our order process department ”receipt in our order process department ”


Adjustment LettersAdjustment LettersSeller at Fault – say late deliveriesSeller at Fault – say late deliveries

You should generally include an You should generally include an explanation of the problem or explanation of the problem or mistakemistake

“ “ The late deliveries were being The late deliveries were being caused due to overload on our staff caused due to overload on our staff during the beginning of summer. We during the beginning of summer. We have increased the number of order have increased the number of order processing personnel to serve our processing personnel to serve our customers better”customers better”

You should generally include an You should generally include an explanation of the problem or explanation of the problem or mistakemistake

“ “ The late deliveries were being The late deliveries were being caused due to overload on our staff caused due to overload on our staff during the beginning of summer. We during the beginning of summer. We have increased the number of order have increased the number of order processing personnel to serve our processing personnel to serve our customers better”customers better”


Adjustment LettersAdjustment LettersWhen fault is not yet determinedWhen fault is not yet determined

You should generally include an You should generally include an explanation of the problem or mistakeexplanation of the problem or mistake

“ “ The late deliveries are a matter of The late deliveries are a matter of concern to us. We are investigating concern to us. We are investigating the causes and shall endeavour to the causes and shall endeavour to process your orders most efficiently process your orders most efficiently and shall advise of you of future and shall advise of you of future procedure”procedure”

You should generally include an You should generally include an explanation of the problem or mistakeexplanation of the problem or mistake

“ “ The late deliveries are a matter of The late deliveries are a matter of concern to us. We are investigating concern to us. We are investigating the causes and shall endeavour to the causes and shall endeavour to process your orders most efficiently process your orders most efficiently and shall advise of you of future and shall advise of you of future procedure”procedure”


Sales LettersSales Letters

Arouse reader interestArouse reader interest• An anecdote, a question, a quotation, dataAn anecdote, a question, a quotation, data

Develop your assertionsDevelop your assertions• Specify exactly what you offer to benefit your Specify exactly what you offer to benefit your

readers or how you’ll solve your readers’ readers or how you’ll solve your readers’ problemsproblems

• Provide data to document your assertionsProvide data to document your assertions• Give testimony from satisfied customersGive testimony from satisfied customers• Document your credentialsDocument your credentials

Make your readers actMake your readers act Present an appealing stylePresent an appealing style

Arouse reader interestArouse reader interest• An anecdote, a question, a quotation, dataAn anecdote, a question, a quotation, data

Develop your assertionsDevelop your assertions• Specify exactly what you offer to benefit your Specify exactly what you offer to benefit your

readers or how you’ll solve your readers’ readers or how you’ll solve your readers’ problemsproblems

• Provide data to document your assertionsProvide data to document your assertions• Give testimony from satisfied customersGive testimony from satisfied customers• Document your credentialsDocument your credentials

Make your readers actMake your readers act Present an appealing stylePresent an appealing style


Letterhead/DateLetterhead/Date

It shows where the letter is It shows where the letter is coming from and when it was coming from and when it was written.written.

Date is written two to six lines Date is written two to six lines below the last line of the below the last line of the letterheadletterhead

It shows where the letter is It shows where the letter is coming from and when it was coming from and when it was written.written.

Date is written two to six lines Date is written two to six lines below the last line of the below the last line of the letterheadletterhead


Reader’s Inside AddressReader’s Inside Address Always blocked at the left hand marginAlways blocked at the left hand margin

It includes name and address of the It includes name and address of the receiverreceiver

Person’s name is preceded by a courtesy Person’s name is preceded by a courtesy title followed by a business or executive title followed by a business or executive titletitle

Dr. Uzair-ul-Ghani, Consultant Dr. Uzair-ul-Ghani, Consultant Amson Vaccine and Pharma (Pvt) LimitedAmson Vaccine and Pharma (Pvt) LimitedCivil LinesCivil LinesRawalpindiRawalpindi

Always blocked at the left hand marginAlways blocked at the left hand margin

It includes name and address of the It includes name and address of the receiverreceiver

Person’s name is preceded by a courtesy Person’s name is preceded by a courtesy title followed by a business or executive title followed by a business or executive titletitle

Dr. Uzair-ul-Ghani, Consultant Dr. Uzair-ul-Ghani, Consultant Amson Vaccine and Pharma (Pvt) LimitedAmson Vaccine and Pharma (Pvt) LimitedCivil LinesCivil LinesRawalpindiRawalpindi


SalutationSalutation

Friendly greeting that precedes Friendly greeting that precedes the body of the letter.the body of the letter.

It is typed on the second line It is typed on the second line below the inside address and below the inside address and two lines above the body, left two lines above the body, left aligned.aligned.

Friendly greeting that precedes Friendly greeting that precedes the body of the letter.the body of the letter.

It is typed on the second line It is typed on the second line below the inside address and below the inside address and two lines above the body, left two lines above the body, left aligned.aligned.


BodyBody Organize according to an appropriate planOrganize according to an appropriate plan

Keep first and last paragraph shortKeep first and last paragraph short

Average sentence length 17 to 20 wordsAverage sentence length 17 to 20 words

Achieve C qualities – Achieve C qualities – • ClarityClarity• ConcisenessConciseness• CompletenessCompleteness • ConcretenessConcreteness

Organize according to an appropriate planOrganize according to an appropriate plan

Keep first and last paragraph shortKeep first and last paragraph short

Average sentence length 17 to 20 wordsAverage sentence length 17 to 20 words

Achieve C qualities – Achieve C qualities – • ClarityClarity• ConcisenessConciseness• CompletenessCompleteness • ConcretenessConcreteness


Complimentary CloseComplimentary Close

Most businesses use one of the Most businesses use one of the following:following:• SincerelySincerely• CordiallyCordially• TrulyTruly

Only the first letter in the first word is Only the first letter in the first word is capitalizedcapitalized

Sincerely yoursSincerely yours

or or

Yours sincerelyYours sincerely


Signature AreaSignature Area

Signature area can have three or Signature area can have three or four identificationsfour identifications• Name of your companyName of your company• Your signatureYour signature• Your typewritten name, andYour typewritten name, and• Your business titleYour business title

Signature area can have three or Signature area can have three or four identificationsfour identifications• Name of your companyName of your company• Your signatureYour signature• Your typewritten name, andYour typewritten name, and• Your business titleYour business title



Company nameCompany name If the letter is being written on the If the letter is being written on the

company letterhead, it is not company letterhead, it is not necessary. The company is necessary. The company is considered responsible for the considered responsible for the contents of the letter.contents of the letter.

If you wish to include company’s If you wish to include company’s name then type it in all capital lettersname then type it in all capital letters



Signature, Typewritten Name, and Signature, Typewritten Name, and Business TitleBusiness Title

The signature is pen written above the The signature is pen written above the typed name, which appears three to typed name, which appears three to five lines under either the company five lines under either the company name or the complimentary closename or the complimentary close

Signature, Typewritten Name, and Signature, Typewritten Name, and Business TitleBusiness Title

The signature is pen written above the The signature is pen written above the typed name, which appears three to typed name, which appears three to five lines under either the company five lines under either the company name or the complimentary closename or the complimentary close


Reference SectionReference Section

Initials of the dictator of the Initials of the dictator of the message and those of typist message and those of typist usually appear at the left margin usually appear at the left margin on the same line with the last on the same line with the last line of the signature area or one line of the signature area or one or two lines below it.or two lines below it.

AH:ra, ah:raAH:ra, ah:ra

Initials of the dictator of the Initials of the dictator of the message and those of typist message and those of typist usually appear at the left margin usually appear at the left margin on the same line with the last on the same line with the last line of the signature area or one line of the signature area or one or two lines below it.or two lines below it.

AH:ra, ah:raAH:ra, ah:ra


IntroductionIntroduction

WhyWhy are you writing? are you writing?

WhatWhat are you writing about? are you writing about?

For exampleFor example -- -- As one of the leading As one of the leading pharmaceutical companies of Pakistan, we have pharmaceutical companies of Pakistan, we have pleasure in inviting you to our seminar on drug pleasure in inviting you to our seminar on drug abuse through self medication taking place on abuse through self medication taking place on 2626thth and 27 and 27thth April 2004….. April 2004…..

WhyWhy are you writing? are you writing?

WhatWhat are you writing about? are you writing about?

For exampleFor example -- -- As one of the leading As one of the leading pharmaceutical companies of Pakistan, we have pharmaceutical companies of Pakistan, we have pleasure in inviting you to our seminar on drug pleasure in inviting you to our seminar on drug abuse through self medication taking place on abuse through self medication taking place on 2626thth and 27 and 27thth April 2004….. April 2004…..


Optional Letter ComponentsOptional Letter Components

Writer’s and typist’s initialsWriter’s and typist’s initials Enclosure notationEnclosure notation

• Two spaces below the typed Two spaces below the typed signature or two spaces below the signature or two spaces below the writer and typist initialswriter and typist initials

• Enc:Enc: or or Enclosure:Enclosure:• Show the number of enclosures --Show the number of enclosures --

Enclosures (2)Enclosures (2)• Or specify what has been enclosed – Or specify what has been enclosed – EnclosuresEnclosures: January Invoice: January Invoice


Optional Letter ComponentsOptional Letter Components Copy notationCopy notation

• A complimentary copy is A complimentary copy is designated by a lowercase designated by a lowercase cc:cc:

• A photocopy is designated by a A photocopy is designated by a lowercase lowercase pc:pc:

• Type notation two spaces below Type notation two spaces below the typed signature or two the typed signature or two spaces below either the writer’s spaces below either the writer’s or typist’s initials or enclosure or typist’s initials or enclosure notation.notation.

• List the readers’ names List the readers’ names following the copy notationfollowing the copy notation..

Sincerely,

Muhammad Ali

Enclosure: August Report

pc: Uzma Maqsood


Letter FormatsLetter Formats

Full BlockFull Block

Modified BlockModified Block





Every line begins at the left Every line begins at the left marginmargin

Typed single spaced with a blank Typed single spaced with a blank line between paragraphsline between paragraphs

It saves timeIt saves time

Every line begins at the left Every line begins at the left marginmargin

Typed single spaced with a blank Typed single spaced with a blank line between paragraphsline between paragraphs

It saves timeIt saves time



Its paragraphs are indented five or Its paragraphs are indented five or more spacesmore spaces

Date may be centered or placed at Date may be centered or placed at the horizontal center of the pagethe horizontal center of the page

Attention line could begin at the left Attention line could begin at the left margin or can be centeredmargin or can be centered

Continued ………Continued ………

Its paragraphs are indented five or Its paragraphs are indented five or more spacesmore spaces

Date may be centered or placed at Date may be centered or placed at the horizontal center of the pagethe horizontal center of the page

Attention line could begin at the left Attention line could begin at the left margin or can be centeredmargin or can be centered

Continued ………Continued ………



Continued from previous slide …….Continued from previous slide ……. Complimentary close begins at the Complimentary close begins at the

center of the pagecenter of the page

Reference initials could begin at the Reference initials could begin at the left margin aligned with the last last left margin aligned with the last last line of the complimentary close.line of the complimentary close.

Enclosure notation starts at the left Enclosure notation starts at the left margin on the second line after the margin on the second line after the reference sectionreference section

Continued from previous slide …….Continued from previous slide ……. Complimentary close begins at the Complimentary close begins at the

center of the pagecenter of the page

Reference initials could begin at the Reference initials could begin at the left margin aligned with the last last left margin aligned with the last last line of the complimentary close.line of the complimentary close.

Enclosure notation starts at the left Enclosure notation starts at the left margin on the second line after the margin on the second line after the reference sectionreference section


Technical Writing Criteria Technical Writing Criteria SummarySummaryTechnical Writing Criteria Technical Writing Criteria SummarySummary

ClarityClarity ConcisenessConciseness Accessibility/DesignAccessibility/Design Audience recognitionAudience recognition Audience involvement Audience involvement AccuracyAccuracy

ClarityClarity ConcisenessConciseness Accessibility/DesignAccessibility/Design Audience recognitionAudience recognition Audience involvement Audience involvement AccuracyAccuracy


Thank You for Being a WonderfulAudience

Thank You for Being a WonderfulAudience

Letter Writing - (12!04!04)

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Transcript of Letter Writing - (12!04!04)