Routine Letters and Goodwill Messages

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Chapter 9

• Routine Letters and Goodwill Messages

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Formatting Business Letters

• Set side margins for 2.5 to 4 cm.
• Place the date 5 cm from the top or 1 blank line
  below the letterhead.
• Leave 2 to 7 blank lines between the date and
  inside address.
• Single-space within paragraphs and double-space
  between. Dont justify right margin.
• Allow 3 blank lines between the complimentary
  close and the writers name.

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Formatting Business Letters
WEB cypress_at_grid.com 9254 Stratham Drive
PHONE [phone] Edmonton, AB T6C 4E2
FAX [phone] May 18, 2007 Ms.
LaTonja Williams Health Care Specialists 109
Dunning Crescent Red Deer, AB T4R 2E2 Dear Ms.
Williams SUBJECT FORMATTING BUSINESS LETTERS
Cypress Associates, Inc.
Salutation
Subject Line
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Formatting Business Letters

• At your request, this letter illustrates and
  explains business letter formatting in a
  nutshell. The most important points to remember
  are these
• 1. Set margins between 2.5 and 4 cm most word
  processing programs
  automatically set margins at 2.5 cm.
• 2. Start the date 5 cm from the top edge of the
  paper or 1 blank line below the letterhead,
  whichever position is lower.
• 3. Allow about 5 lines after the datemore lines
  for shorter letters and fewer lines for longer
  ones.
• The two most popular letter styles are block and
  modified block. Block style, with all lines
  beginning at the left, causes

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Formatting Business Letters
the least trouble. In modified block style
letters, the date and closing lines start at the
centre. For both styles the complimentary close
is followed by 3 blank lines before the writers
signature. Reference initials and enclosure
notations, if used, appear in the lower left
corner, as shown below. So that you can see
additional styles, Im sending our office style
guide. I certainly hope this material is helpful
to you and your assistants, Ms.
Williams. Sincerely, Sharon Montoya Sharon
Montoya SMmef
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The Direct Pattern

• Frontload in the opening.
• Begin with the main idea.
• Tell immediately why you are writing.
• Explain in the body.
• Present details that explain the request or
  response.
• Group similar ideas together.
• Consider using graphic highlighting techniques.
• Be specific and courteous in the closing.
• For requests, specifically indicate the action
  you want taken and provide an end date
  (deadline), if appropriate.
• For other direct letters, provide a courteous
  concluding thought.

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Types of Letters

• Direct Request
• Order
• Direct Claim
• Direct Reply
• Letters of Recommendation
• Granting Claims

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Direct Request Letters Opening

• Ask a question or issue a polite command
• Will you please answer the following questions ?
• Avoid long explanations that precede the main
  idea.

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Direct Request Letters Body

• Explain your purpose and provide details.
• Express questions in parallel form. Number them
  if appropriate.
• To elicit the most information, use open-ended
  questions
• What training programs do you recommend? rather
  than yes-or-no questions (Are training programs
  available?).
• Suggest reader benefits, if possible.

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Direct Request Letters Closing

• State specifically, but courteously, the action
  you wish to be taken.
• Set an end date, if one is significant, and
  explain why.
• Avoid cliché endings (Thank you for your
  cooperation). Show appreciation but use a fresh
  expression.
• Make it easy for the receiver to respond.

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Order Letters Opening

• Use order language to identify the message
• Please send by UPS the following items from your
  spring catalogue.
• Name the information source
• the May 2 advertisement in the Daily News

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Order Letters Body

• List items vertically.
• Provide quantity, order number, complete
  description, unit price, and total price.
• Prevent mistakes by providing as much information
  as possible.

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Order Letters Closing

• Tell how you plan to pay for the merchandise.
• Tell when you would like to receive the goods,
  and supply any special instructions.
• Express appreciation.

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Direct Claim Letters Opening

• Describe what you want done immediately.
• When the remedy is obvious, state it briefly
• Please send 12 copies of Model Memos to replace
  the copies of Business Proposals sent in error.
• When the remedy is less obvious, explain your
  goal
• Please clarify your policy regarding reservations
  and late arrivals.

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Direct Claim Letters Body

• Clarify the problem and justify your request.
• Provide details objectively and concisely.
• Dont ramble. Be organized and coherent.
• Avoid becoming angry or trying to fix blame.
• Include names of individuals and dates of
  previous actions.

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Direct Claim Letters Closing

• End courteously with a tone that promotes
  goodwill.
• Request specific action, including end date, if
  appropriate.
• Note Act promptly in making claims, and keep a
  copy of your message.

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Direct Reply Letters Subject Line

• Consider including a subject line to identify the
  topic and any previous correspondence.
• Use abbreviated style, omitting articles (a, an,
  the).

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Direct Reply Letters Opening

• Deliver the information the reader wants.
• When announcing good news, do so promptly.

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Direct Reply Letters Body

• Explain the subject logically.
• Use lists, tables, headings, boldface, italics,
  or other graphics devices to improve readability.
• In letters to customers, promote your products
  and your organization.

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Direct Reply Letters Closing

• Offer a concluding thought, perhaps referring to
  the information or action requested.
• Avoid cliché endings (if you have any questions,
  do not hesitate to call).
• Be cordial.

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Letters of Recommendation Opening

• Name the candidate and position sought.
• State that your remarks are confidential.
• Describe your relationship with the candidate.

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Letters of Recommendation Body

• Describe the applicants performance and
  potential.
• Strive to include statements about communication
  skills, organizational skills, people skills,
  ability to work with a team, etc.
• Include definite, task-related descriptions
• She completed two 50-page proposals instead of
  She works hard.
• Include negative statements only if they are
  objective and supported by facts.

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Letters of Recommendation Conclusion

• If supportive, summarize candidates best points.
• Offer ranking of candidate
• Of all the accountants I have supervised, she
  ranks in the top 10 percent.
• Offer to supply additional information if needed.

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Granting Claims Opening

• When approving a customers claim, announce the
  good news immediately.
• Avoid sounding grudging or reluctant.

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Granting Claims Body

• Strive to win back the customers confidence
  consider explaining what went wrong (if you
  know).
• Concentrate on how diligently your organization
  works to avoid disappointing customers.
• Be careful about admitting responsibility check
  with your boss or legal counsel first.

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Granting Claims Body

• Avoid negative language
• trouble, neglect, fault
• Dont blame customers even if they are at
  fault.
• Dont blame individuals or departments in your
  organization.
• Dont make unrealistic promises.

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Granting Claims Closing

• Show appreciation that the customer wrote.
• Extend thanks for past business.
• Refer to your desire to be of service.

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The Five Ss ofGoodwill Messages

• In expressing thanks, recognition, or sympathy
• Be selfless. Emphasize the receiver, not the
  sender.
• Be specific. Focus on specifics rather than
  generalities.
• Be sincere. Show your honest feelings by using
  unpretentious language.
• Be spontaneous. Make the message sound natural,
  fresh, and direct. Avoid canned phrases.
• Keep the message short. Although goodwill
  messages may be as long as needed, they generally
  are fairly short.