copyright © 2008 by nelson education ltd. ch. 6-1 chapter 6 routine letters and goodwill messages

Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-1

Chapter 6Chapter 6

Routine Letters

and

Goodwill Messages


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. Ask other questions if necessary.

Closing: Request a specific action with an end date, if appropriate, and show appreciation.


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:


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 four cm from the top edge of the paper or two lines below

the last line of the letterhead, whichever position is lower.

Closing In modified block style, the dateline and closing lines are started at the centre instead of at the left margin.

Parts of a Business Letter(continued)


Parts of a Business Letter(continued)

1 blank line

Sincerely,3 blank lines

Author’s name Mark H. Wong

& identification Graphics Designer 1 blank line

Reference MHW:pilInitials


Improving Openings for Routine Request LettersImproving Openings for Routine Request Letters

Weak:I have the task of finding 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 accommodations at the Fairmont for a conference in May.


Improving Openings for Routine Request LettersImproving Openings 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.


Improving Closings for Routine Request Letters


Weak:Hoping to hear from you at your earliest convenience.

Improved:Please send the video by August 15.




Weak:Thank you for your cooperation.

Improved:Your answer to my question will help me make my printer choice. Thanks!


Writing Plan for Simple ClaimWriting Plan for Simple Claim

Opening: Describe clearly the desired action.

Body: Explain the nature of the claim. Explain why the claim is justified. Provide details regarding action requested.

Closing: End pleasantly with a goodwill statement. Include end date if appropriate.


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.


Writing Plan for Granting a Claim

Writing Plan for Granting a Claim

Subject Line (optional):Identify previous correspondence.

Opening:Agree to the request or announce correction

immediately.

Body:Provide details about how you will fulfill the

request. Try to regain the reader's confidence. Include sales promotion if appropriate.


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.

Avoid referring to unpleasantness.


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.




Body:

•Describe job duties. •Give specific examples of applicant’s

professionalism, personal skills, attributes.

•Compare applicant with others in field.




Closing:•Summarize significant attributes of

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

recommendation.


Writing Goodwill MessagesWriting Goodwill Messages

The writing plan for a goodwill message should include “the five S’s”:

•Selfless – focus on the receiver•Specific – personalize the message •Sincere – show genuine feelings•Spontaneous – be direct and natural•Short – try to use only a few sentences


End

copyright © 2008 by nelson education ltd. ch. 6-1 chapter 6 routine letters and goodwill messages

Documents