letter writing process
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LETTER WRITING PROCESS
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LETTERS - INTRODUCTION
´ Letters reinforce personal and business
relations.
´
Easy to write if systematic writing planfollowed
´ It is a typical composition process that
involves
«Prewriting
«Writing
«Post-writing.
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PREWRITING:
´ It involves
«audience analysis
«purpose identification
«scope determination and
«an analysis of the action desired.
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WRITING:
´ It involves
« organising the matter
« outlining what needs to be written and
« writing the first draft.
Brainstorming => list ideas as they come to our mind.
Free writing => express ideas without worrying
about spelling, grammatical mistakes
Mind mapping => Clustering technique -mind¶s natural
ability to organise information.
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POST-WRITING:
´ Revising« Process of improving the
² Content
² layout and
² sentence structure of the letter.
´ Editing« Involves correcting its
² Grammar
² Spelling
² Punctuation
² format and structure.
´ Evaluating« Refers to the process of critically examining the letter to
ensure that it can achieve its purpose.
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Parts of a Business Letter:
Date line
ReferenceInside address
Subject
Salutation
BodyComplimentary
close
Sender·s Address
Signature
Enclosures
Optional
Optional
Optional
Structure of a Business Letter
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Sender¶s Address:
The writer¶s address should be put in the top right handcorner.
The street address, city and pin code, telephone, fax and e-
mail address should be mentioned.
Examples:
205 Barrackpore Trunk Road
Kolkata-700108
Nalco BhawanP-1 Nayapalli
Bhubaneshwar-750013
B-3/16,Janakpuri
New Delhi-110058
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Date:
Indicate the date the letter was written.Should be written two inches from the top of the page.
Examples:
May 4,2004
May 4,2004
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Reference :
Optionalplaced below the dateline
(Your Reference/Our Reference).
Examples:
Reference:AVS/SP/04/329
Our Ref:ATC/RS/127
Your Ref:AVS/SP/04/329
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Inside Address :
Receiver¶s address.Include a personal title such as Ms,Mrs,Mr, or Dr.
The inside address begins one inch below the date.
It should be left justified,no matter which format is
used.
Examples:Mr Nicholas Parker
Managing Director
Nicholas Parker UK Ltd
Royal Mint,Tower Br idge
London EC3N 4HJ,UK
The Executive Assistant
Br itish Council
16 Camac Street,1st Floor
Kolk ata 700 017
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Subject :
Optionalmay be placed either before or below the salutation.
The topic written in phrase form.
Examples:SUBJECT:Purchase of Sixty Scanners
Dear Mr.Chopra,
Dear Mr.Chopra,
SUBJECT:Purchase of Sixty Scanners
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Salutation:
Is a greeting used to address the receiver
Use the personal title
Example:
Ms Lara DavidPersonnel Manager
International Consultants Pvt Ltd
G-13/6, South Extension, Part-2
New Delhi ² 110049
Dear Ms. David,
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Body:
contains an opening stating the main idea
a middle with details and
an action closing.
Complimentary Close: begins one line after the last body paragraph.
First word should be capitalised and
four lines should be left between the closing
and the sender¶s name for a signature.
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Signature:
Contains the writer¶s name and title
Some cases the name of the organisation
Enclosures: Optional
list of documents are enclosed along with the
letter
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BUSINESS LETTER FORMATS
´ Block
´ modified block
´ semi-block and´ simplified.
´ Used according to the writer¶s convenienceand the need of the reader
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BLOCK FORMAT
Easy to use and simple.
Paragraph not intended.
All parts of a letter that is date line, inside
address, salutation, body and so on begin atleft.
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Block Format:
June 15, 2004
Mr D K Paul
Personnel Manager
Alpha Petrochemical Limited
621, Ahuja Chambers, Nariman Point
Mumbai-400 021
Dear Mr Paul:
It is with pleasure that i accept your offer of an Executive Trainee position at the
production division of your company. I assure you that i will put all my skills and
experience to work for APL.
As desired, i can join you by the end of September, 2004. I am grateful to you for
giving me this opportunity to work with you. I look forward to meeting you inSeptember.
Yours sincerely,
Sd/-
Ravi Kapoor
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MODIFIED BLOCK
´ The date line, the complimentary close and
the signature block begin at the centre of the
page to align with the closing lines.
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Modified Block Format:
June 15, 2004
Mr DK Paul
Personnel Manager
Alpha Petrochemical Limited
621, Ahuja Chambers, Nariman Point
Mumbai-400 021
Dear Mr Paul
It is with pleasure that i accept your offer of an Executive Trainee position at the
production division of your company. I assure you that i will put all my skills and
experience to work for APL.
As desired, i can join you by the end of September, 2004. I am grateful to you for giving
me this opportunity to work with you. I look forward to meeting you in September.
Yours sincerely,
Sd/-
Ravi Kapoor
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SEMI-BLOCK FORMAT:
´ Similar to modified block format except that
each paragraph is indented. The line endings
are unjustified
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Semi-Block Format:
June 15, 2004
Mr DK Paul
Personnel Manager
Alpha Petrochemical Limited
621, Ahuja Chambers, Nariman Point
Mumbai-400 021
Dear Mr Paul
It is with pleasure that i accept your offer of an Executive Trainee position at the
production division of your company. I assure you that i will put all my skills and
experience to work for APL.
As desired, i can join you by the end of September, 2004. I am grateful to you for
giving me this opportunity to work with you. I look forward to meeting you in September.
Yours sincerely,
Sd/-
Ravi Kapoor
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SIMPLIFIED FORMAT:
´Resembles the block style except that the
salutation and complimentary close are
omitted. Include a subject line in capitalletters. This informal style of formatting
is gaining popularity.
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Simplified Format:
.
June 15, 2004
Mr D K Paul
Personnel Manager
Alpha Petrochemical Limited
621, Ahuja Chambers, Nariman Point
Mumbai-400 021
ACCEPTING JOB OFFER
It is with pleasure that i accept your offer of an Executive Trainee position at the
production division of your company. I assure you that i will put all my skills andexperience to work for APL.
As desired, i can join you by the end of September, 2004. I am grateful to you for giving
me this opportunity to work with you. I look forward to meeting you in September.
Ravi Kapoor
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STYLE AND TONE
´ A good business letter can« get you a job interview
« get you off the hook, or
« get you money.
´ A good business letter can increase your chances of achieving whatever you want
´ Whereas a bad business letter may go unnoticed.
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INQUIRY LETTERS
Request informations or seek clarifications.
Need to write inquiry letters to individuals, firms,
organisations or institutions because we need some
information.
A letter of inquiry should be organised into three parts:
Opening
Body
Closing
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An Inquiry Letter
NATIONAL TOURS ANDTRAVELS PVT LTD
M-15/6, South Extension, New Delhi-110 049
www.nationaltour s.com
May 18,2004
Ms Savitha Kumar
Tr aining Manager
Sar na Corpor ate Tr aining Pvt Ltd
D-28/15, R ing Road, Delhi-110 052
Dear Ms Kumar:
Please provide infor mation regarding tr aining cour ses for f ield staff involved in aggressive selling of tour pack ages.
We presently have 24 sales tr ainees who need intensive tr aining in sales and marketing sk ills. K indly send
us the following infor mation to enable us to choose the r ight cour se for them:
1. List of the cour ses best suitable for our sales staff
2. Dur ation of each cour se
3. Cour se content
4. Fee structureWe would be glad if you could send us the infor mation before May25. we look forward to hear ing from
you.
Sincerely,
Sd/-
P R Mehta
Gener al Manager
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Replies To inquiry Letters
Two kinds of replies may be written to letters of inquiry, that isletters giving the information asked for and letters of regret.
Letters Complying with Requests
A direct approach should be used in such letters. A positiveresponse to an inquiry may be organised into three parts
Opening : Purpose of the letter
Body : The requested information and other relevant details
Closing : A goodwill expression
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REVA COMPUTERS
Dealer s in HP
Ajmer Road,Jai pur -302006
May 8,2004
Rakesh Mathur
Purchase Manager
Avy Tr ading Corpor ation
Court Lane,Civil Lines,Delhi
Dear Mr.Mathur,
As you requested,we are sending you detailed infor mation about the Hp Scan jet 3200C
model,and our business ter ms,in the enclosed booklet.
We are the main dealer s of HP scanner s in North India and would be pr ivileged to do business
with reputed com panies like your s.You could also visit our we bsite www.revacom puter.com
to receive more infor mation about our com pany and a list of our customer s.
We hope that enclosed infor mation will help you make your decision.Just send us e-mail if
you need any other infor mation.We look forward to receiving a purchase order from you.
Sincerely,
Sd/-
Mr.R avi Malhotr a
Sales Manager
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Letters not complying with Requests
Opening : Buffer statement
Body : Explanation Closing : Goodwill expression
.............................
.............................
.............................
Opening => A negative response letter should be opened with a buffer
statement, which could be an expression of appreciation, a
compliment, agreement.
Body => The reason for not being able to give the information asked for
should be explained.
Close => The letter should be closed with a goodwill expression.
..............................
..............................
..............................
Negative Response to Inquiry
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LETTERS PLACING OR DERS
A letter that orders supplies, services or merchandise.
To order items by letter, the direct pattern may be used.
.............................
.............................
.............................
Opening => The letter should be begin in order language making it clear that is
a supply/purchase order.
Body => The order items should be listed and specific data such as detailed
description of the item/items, catalogue reference, quantity/number,
price, clear address to execute the supply order should be included.
Close => The time-period for the delivery of the item/items must be mentionedand mode of payment must be stated. The letter should be closed
with an expression of appreciation and goodwill.
..............................
..............................
..............................
Placing an order
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Order Letter
AVT TRADING CORPORATION
Court Lane, Civil Lines, Delhi
May 23,2004
Mr Ravi Malhotra
Sales Manager
Reva Com puter s
Ajmer Road, Jai pur -302006
Dear Mr Malhotr a,
Please send the following items on the business ter ms agreed upon:
Catalogue No Item Descr i ption Quantity
128 HP Pavilion T2501 Desktop 05
236 HP Scan jet 3200C 05
We would be gr ateful if you could send the items duly insured. The insur ance char ges may be
Included in the bill .
We would a ppreciate receiving the items by June 15, 2004. as desired, we would make the payment
by crossed bank dr aft.
Sincerely,
Sd/-
Rakesh Mathur
Purchase Manager
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INSTRUCTION LETTERS
Instruction letters specify the instructions with specific details
and focus on the required action.
A letter of instruction is a simple routine letter that consists of
directions for the reader.
A letter of instruction should be organised into three parts:
Opening : Purpose and instruction/instructions
Body : Details
Closing : Focus on action and a courteous close
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Letter of Instructions
Apr il 21, 2004
Mr Girjashank ar
Chief Manager, State Bank of IndiaISM Br anch, Dhanbad
Dear Mr. Girjashank ar:
Iam wr iting to infor m you that i have lost my cheque book number 233601. please issue
me a new cheque book . Also, stop any payment against any cheque bear ing the number
233601 233650.
I have signed the cheque requisition sli p and handed over the same to my off ice peon.
Iam sending him to collect the cheque book. I would be o bliged if you could give him the
cheque book.
Thank you.
Sincerely,
A K Mishra
Dept of Mining Engineer ing
Indian School of Mines, Dhanbad
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LETTERS URGING ACTION
Letters urging action or motivate the reader to act.
It needs a tactful beginning, a reasonable approach and a well-
presented argument.
A Letters urging action may be organised, into three parts:
Opening : Gains the reader¶s attention
Body : Details that build the reader¶s interest and reduces
resistance.
Closing : Motivates action
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SMART COUNSELLING SERVICES
C-26, Qutab Institutional Area, New Delhi-110016
Apr il 16,2004
S K ChatterjeeHR Consultant
Allen Management Consultants, Noida
Dear Mr Chatterjee
Our or ganisation admires your consultancy¶s expertise in conducting tr aining
progr ammes in marketing management.
The success of your tr aining progr amme in Export Management has revolutionised the
very idea of corpor ate tr aining. We are now, or ganising our XIII th Tr aining Progr amme on
µExport Marketing¶ from 24th -28th May,2004, at our off ice. I have been asked by the member s
of the tr aining Or ganising Committee to invite you to give a talk on ³New Trends in Export
Marketing´.
We will offer you a standard honor ar ium of R s 5000 and the nor mal tr avelling expenses
by air or tr ain(ACI). Iam sure your presence will make the progr amme a great success. Please
call me at 9835222281 by Apr il 30 to give your a pproval so that we can make necessary
arr angements.
Sincerely,
V S Sood
Gener al Manager
A Letter Urging Action
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COMPLAINT LETTERS
Expression of dissatisfaction.
Complaint Letters open with a clear problem statement, support the
complaint with data and close with an expression of goodwill.
The key elements in complaint letter are
Mentioning the purpose of the letter
Explaining what happened
Convincing the reader that your complaint is genuine
Motivating the reader to act.
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Complaint Letter
July 5, 2004
The Gener al Manager
Dhanbad Telecom Distr ict
Bhar at Sanchar Nigam LtdDhanbad
Dear Sir,
I would like to point out a billing error in my May and July telephone bills.
According to the May bill(see copy attached), I had to pay an arrear of R s.4391/-for January
and March bills. As these bills were already paid in Apr il 2004.I pointed out the error to theAccounts off icer (TR),Dhanbad, and he assured me that the error would be corrected.
However, in my July bill (copy attached), the same arrear has a ppeared again. Moreover, my
telephone number 2203821 has been disconnected because your com puter claims that I have
not paid the telephone bills for more than three months.
Please correct this error and instruct the concer ned department to reconnect my telephone
without any reconnection char ge. I have enclosed the recei pts for all the bills paid by mesince Apr il 2004. I a ppreciate your cooper ation in this matter.
Sincerely,
Dulal Chakr avarthy
14, Lu by circular Road
Dhanbad-826004
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Adjustment Letters
To satisfy an aggrieved customer, has potentialto damage the goodwill of the company in the market.
The key elements in an adjustment letter are
Appreciation and understanding
Apology and explanation
Investigation and expression
Expression of goodwill.
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Adjustment Letter
BHARAT SANCHAR NIGAM LTD
Dhanbad Telecom Distr ict
July 12,2004
Mr Dulal Chak arvarthy
14, Lu by Circular RoadDhanbad-8260045
Dear Mr Chak ar avarthy,
Thank you for your letter dated July 5 pointing out a billing error on your May and July telephone bills.
We are sorry for the inconvenience caused to you. I discussed he pro blem with our Accounts Off icer,
who infor med me that our com puter did not show your payment because you made the paymentmanually. As the list of manual payments reached the accounts department after the July bills had been
f inalised, your telephone was disconnected.
The error s have been corrected and you will receive the corrected bills within a week. In the meantime,
your telephone line has been reconnected, and you do not have to pay any reconnection char ge.
Thank you for your cooper ation.
Sincerely,
Gener al Manager
Dhanbad Telecom Distr ict
Bhar at Sanchar Nigam Ltd
Dhanbad