types of letters [compatibility mode]

8/10/2019 Types of Letters [Compatibility Mode]

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F our T ypes o

Based off of Kolin Chapter 6

For Business WritingBy Dr. J ennifer L. Bowie


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T wo L et ter T echniques:Direct vs. IndirectBest for:

Best for:

Non-emotional issues

Audiences that prefer a

straightforward approach

Bad news

Less direct readers (some

international)Sensitive situations

Issues that need explainingIntroduction:Establishes a reason for writing

Presents main idea

Introduction:Acts as a buffer with a positive

Compliments the readers,agrees, apprec iates, thanks, andmore

Body:Provides and explains details

Body:Explains situation first

Leads up to the point/issue

States point/issue

Conclusion:Reminds of any deadlines

If possible, links bad news withbenefits

Does not place blame

Presents call for action

Looks to future

Does not apologizeGracious closingJKF EDUCATIONAL CONSULTANT


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urpose: s or norma on

State clearly wh a t information you are requesting

Write specific, concise, to the point questions thatare both easy to understand and easy to answe

Use bullets to highlight the questions Leave space for the readers to answer the questions

Specify when you need the answers by


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State clearly w hoyou are and why you are writing

Convince the reader to help ow you are ar wor ng

Discuss your reason for the request Show you understand the situation and have done research

Discuss why the person you are writing to is the best person tohelp Write spec ific, concise, to the point questions that are both

easy o un ers an an easy o answe Use bullets to highlight the questions

Leave space for the readers to answer the questions ac a ques onna re you ave more an ques ons

Specify when you need the answers by Thank the reader Offer the reader a copy of the report or results Ask for necessary permissions


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urpose: o persua e e rea ers o uy a pro uc ,service, idea, or point of view

Highlight the products appeal

'

Conclude with a request for action (buy it!)

A eal to the reader with reade -centered issues(health, convenience, service, saving money)

Use concrete words and colorful verbs Be ethical and truthful

Dont brag or go on


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Purpose: establish and maintain good

relationshi s with the customers Be diplomatic

e persuasve Write from and understand the

readers perspective

v y


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Claim L et ter s: A T e of Cust omerR elat ions L et ter

action (must have both)

Choose a direct or indirect a roach Direct is best for routine claim letters: claim is backed by

guarantee, warrantee, contract, reputation, or more Indirect is best for ar uable c laim letters: when the claim is

debatable or unusual Use a professional, rational, if possible positive, tone,and not a hostile ne ative and or emotional tone

Clearly describe product or service with necessary

details xp a n e pro em w e a Propose a fair, precise, and appropriate

re uest/ad ustment

Present an explicit deadline


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Ad ustment L et ter s: A T e ofCustomer R elat ions L et ter

urpose: espon o c a m e er w

solution Work to reconcile the situation and

restore the customer's trust in our

company , ,

Use a positive or neutral tone withoutu u

Two types: Yes or No


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Start with an apology and admit claim

is ustified Quickly present favorable news

pec ca y state ow you arecorrecting the problem

Explain what happened and why

u w y, v


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Use an indirect approach

Thank the customer for writing Restate the customers problem

placing blame

Link no to benefits Conclude with concise gracious statement

to (leave) open the door to future business


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T her e ar e mor e than four t ypes.

`oug we ve c ec e e

E njoy wr i t ing!

JKF EDUCATIONAL CONSULTANT

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