Chapter 6Chapter 6

Direct Letters and Goodwill Direct Letters and Goodwill MessagesMessages

Business Letters Are Business Letters Are Important WhenImportant When

• A permanent record is required.

• Formality is necessary.

• A message is sensitive.

• An organized, well-considered presentation is necessary.

1. Direct requests for information and action

2. Direct claims

3. Direct responses to information requests

4. Adjustment letters

5. Letters of recommendation

6. Goodwill messages

Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action

Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action

Opening Body Closing

• Ask the most important question first or

• Express a polite command.

Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action

Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action

• Explain the request logically and courteously.

• Ask other questions if necessary.

• Request a specific action with an end date, if appropriate.

• Show appreciation.

Improving Openers for Improving Openers for Routine Request LettersRoutine Request LettersImproving Openers for Improving Openers for

Routine Request LettersRoutine 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 Hyatt Regency for a conference in May.

Improving Closings for Improving Closings for Direct Request LettersDirect Request LettersImproving Closings for Improving Closings for Direct Request LettersDirect 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.

Parts of a Business LetterParts of a Business Letter

• The next four slides illustrate basic information on proper placement and formatting of business letters.

• Remember to refer to Appendix A, Reference Guide to Document Formats, for more details on this topic.

2-inch top margin or key dateline 2 lines below letterhead

2 – 10 lines between dateline and inside address

1 blank line (double space)

1 blank line (double space)

Single-space para-graphs; leave 1 blank line (double space) between paragraphs

1 blank line (double space)

Hit ENTER four times after complimentary close to allow space for signature

1 blank line (double space)

Ineffective Information RequestIneffective Information Request

Take note that the letter example you will see on the next slide illustrates the personal business letter.

• It is prepared on plain paper (instead of preprinted letterhead).

• The writer begins the letter by keying in his home address immediately above the dateline.

• All other letter parts are the same as a regular business letter.

Ineffective Information RequestIneffective Information Request

• Open letter by clicking icon at right.

• As you read the letter,– Evaluate its content.

– Identify areas for improvement.

Adobe Acrobat 7.0 Document

Improved Information RequestImproved Information Request

As you read the improved letter on the next slide, notice how it

• Saves the reader’s time by starting directly with the information request.

• Makes it easy for the reader to identify what specific questions need to be answered.

• Closes appropriately with appreciation and requesting a specific action with an end date.

Improved Information RequestImproved Information Request

Adobe Acrobat 7.0 Document

Writing Plan for Direct ClaimWriting Plan for Direct Claim• Describe clearly the desired

action.

• Explain the nature of the claim. • Tell why the claim is justified. • Provide details regarding the action

requested.

• End pleasantly with a goodwill statement.

• Include end dating if appropriate.

Ineffective Direct ClaimIneffective Direct Claim

• Open letter by clicking icon at right.

• As you read the letter,– Evaluate its content.

– Identify areas for improvement.

Adobe Acrobat 7.0 Document

Improved Direct ClaimImproved Direct Claim

Adobe Acrobat 7.0 Document

Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests

Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests

Subject Line

Opening Body Closing

• Identify previous correspondence.

• Deliver the most important information first.

Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests

Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests

• Arrange the information in a logical sequence.

• Explain and clarify the information.

• Build goodwill.

• End pleasantly.

Effective ReplyEffective Reply

Adobe Acrobat 7.0 Document

Writing Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for Adjustments

• Subject line is optional.• Identify previous correspondence.• Make a general reference to main

topic.

• Grant the request or announce the adjustment immediately.

Writing Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for Adjustments

• Provide details about how you are complying with the request.

• Strive to regain the reader’s confidence. • Include resale or sales promotion if

appropriate.

• Close courteously by summarizing your action request.

• Express confidence in future business dealings.

Effective Adjustment LetterEffective Adjustment Letter

Adobe Acrobat 7.0 Document

Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation

Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation

Opening Body Closing

• Identify the applicant, the position, and the reason for writing.

• Establish your relationship with applicant.

Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation

Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation• Describe applicant’s job duties.• Give specific examples of skills and

attributes. • Compare with others in field.

• Summarize the applicant’s significant attributes.

• Offer an overall rating. • Draw a conclusion regarding the

recommendation.

Letters of Sympathy

to console a friend, relative,

or loved one

Letters of Sympathy

to console a friend, relative,

or loved one

Congratulatory Messages forengagements,

marriages,anniversaries,

births, promotions,appointments, awards, or anysignificant event

Congratulatory Messages forengagements,

marriages,anniversaries,

births, promotions,appointments, awards, or anysignificant event

Letters of Appreciation tocustomers for their business,

hosts and hostesses for their hospitality,colleagues for jobs well done, or

individuals who have performed favors

Letters of Appreciation tocustomers for their business,

hosts and hostesses for their hospitality,colleagues for jobs well done, or

individuals who have performed favors

ThreeThreeTypes ofTypes ofGoodwillGoodwill

MessagesMessages

ThreeThreeTypes ofTypes ofGoodwillGoodwill

MessagesMessages

Keep themessage

short.

Keep themessage

short.

Bespontaneous.

Bespontaneous.

Be sincere.

Be sincere.

Bespecific.

Bespecific.

Beselfless.

Beselfless.

Tips for WritingTips for WritingGoodwillGoodwill

MessagesMessagesThe Five SsThe Five Ss

Tips for WritingTips for WritingGoodwillGoodwill

MessagesMessagesThe Five SsThe Five Ss

Goodwill Messages:Goodwill Messages:Cards or Personalized Letters?Cards or Personalized Letters?

Goodwill Messages:Goodwill Messages:Cards or Personalized Letters?Cards or Personalized Letters?

Typical

Greeting

Card

Thank-You

Message

It's wonderful to visit

with someone as nice as you–

You make your guests feel so at home

by everything you do.

So this just comes to thank you

in a warm and special way–

For your hospitality was enjoyed

much more than words can say!

It's wonderful to visit

with someone as nice as you–

You make your guests feel so at home

by everything you do.

So this just comes to thank you

in a warm and special way–

For your hospitality was enjoyed

much more than words can say!

Writing Thank-YousWriting Thank-YousWriting Thank-YousWriting Thank-Yous

Cover three points in gift thank-yous. • Identify the gift.• Tell why you appreciate it.• Explain how you will use it.

Be sincere in sending thanks for a favor. • Tell what the favor means to you.• Avoid superlatives and gushiness.• Maintain credibility with sincere, simple

statements.

Writing Thank-YousWriting Thank-YousWriting Thank-YousWriting Thank-Yous

Offer praise in expressing thanks for hospitality. As appropriate, compliment the following:

Fine food Charming surroundings Warm hospitality Excellent host and hostess Good company

AnsweringAnsweringCongratulatory MessagesCongratulatory Messages

AnsweringAnsweringCongratulatory MessagesCongratulatory Messages

Respond to congratulations. • Send a brief note expressing your

appreciation.• Tell how good the message made you feel.

Accept praise gracefully.• Don't make belittling comments (I'm not really

all that good!) to reduce awkward-ness or embarrassment.

Extending SympathyExtending SympathyExtending SympathyExtending Sympathy

Refer to the loss or tragedy directly but sensitively.

In the first sentence mention the loss and your personal reaction.

For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader).

Extending SympathyExtending SympathyExtending SympathyExtending Sympathy

Offer assistance. Suggest your availability, especially if you can do something specific.

End on a reassuring, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion.