Routine Letters and Goodwill Messages

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Routine Letters and Goodwill Messages
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When Do You Write a Business Letter?

• When a permanent record is required
• When formality is necessary
• When the message is necessary

Types of Business Letters

• Requests
• Replies
• Goodwill messages.

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Characteristics of Good Letters

• Clear Content Short sentences, transitional
  expressions, and familiar words.
• Goodwill Tone Points out reader benefits.
• Correct Form Sends silent but positive message.

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Block Style

• The dateline, inside address, and body are set
  flushed left.
• The letter is centered on the page.
• Margins 2.5 to 4 cm
• Do not justify right margins.
• Single spaced paragraphs Double space between
  paragraphs.

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Modified Block Style

• Body Left-justified and single-spaced
• The date and closing are in alignment in the
  center of the page.
• Semi Block Style
• Each paragraph is indented instead of left
  justified.

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Routine Letters Guffeys 3x3 Writing
Process

• Phase 1 Analysis, Anticipation, Adaption
• Determine purpose, anticipate reaction,
  visualize audience.
• Phase 2 Research, Organization, Composition
• Collect information and organize possible points.
• Phase 3 Revision, Proofreading, Evaluation
• Revise for clarity correctness, and
  effectiveness.

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Routine Letters Request

• Request for Information or Action
• Opening State the main idea.
• Body Explain and justify the request
• Closing Request action, avoid overused endings
• Show appreciation by maintaining a courteous
  tone.

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Routine Letters Request

• Order Letters
• Opening Authorize the purchase.
• Body Specifies items or services, quantities,
  dates, prices, and payment method.
• If you are ordering many items, list them
  vertically.
• Closing Tell how you plan to pay.

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Routine Letters Request

• Direct Claims
• Opening State purpose of request
• Present a clear statement of the problem
• Body Explain objectively with specifies of
  claim.
• Closing Request for action
• Include an end date if applicable.

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Routine Letters Direct Replies

• Complying with Requests
• Opening Frontload with main idea
• Body Arrange information logically
• Closing End with a cordial, personalized
  statement.
• Tell the reader how to proceed.

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Routine Letters Direct Replies

• Letters of Recommendation
• Opening Identify information of the candidate
• Body Include supporting statements with details.
  
• Closing Make an overall ranking of the
  candidate.
• Provide a telephone number for more information

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Routine Letters Direct Replies

• Granting Claims and Making Adjustments
• Opening Comply with the customers claim.
• Body Win back the customers confidence.
• If you do apologize, do it briefly.
• Closing Be positive and complement writer.

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Goodwill Messages

• General Guidelines (The five Ss)
• BE .. Selfless, Specific, Sincere, Spontaneous,
  and keep the message Short.
• Answering Congratulatory Messages
• Send a brief note expressing your appreciation
• Accept praise gracefully i

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Goodwill Messages

• Giving Thanks
• Gift thank you Identify the gift and relate to
  it.
• Favor thank you Be sincere, express the actual
  value of the favor
• Hospitality thank you Offer praise by
  complementing.

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Goodwill Messages

• Extending Sympathy
• Loss or tragedy Refer directly but sensitively
• Deaths praise the deceased
• Offer assistance by suggesting your availability.