3.

Written Communication

Writing Business Letters

 Features of a Letter
• Return address of the letter writer. Date
1600 Main Street
Springfield, Kansas 12345
Personal
• The date of the letter.
This is usually typed in one of two ways:
(Begin with the day, no comma) 15 January 2008  or
(Begin with the month; use a comma) December 1, 2008
INSIDE ADDRESS

• The personal notation

If the letter is a confidential, and it is wanted to be read only by a particular person, the word personal .or confidential is
used . such notation should appear four spaces above the inside address as well as in the envelop.

• Complete name, title, and address of the recipient.

Use "Mr." for a male recipient.
If you do not know how a female recipient prefers to be addressed, it is best to use "Ms."
Ms. Anna Brown, Chair
Department of Linguistics
Right State University
1415 University Drive
Felicity, OH 45434
 Features of a Letter
• Salutation with a colon.
Dear Ms. Brown: Date

Personal
• The personal notation
If the letter is a confidential, and it is wanted to
be read only by a particular person, the word INSIDE ADDRESS
personal or confidential is used . such notation
should appear four spaces above the inside
Date
address as well as in the envelop.

• The reference line Refer to File No. 550

It can refer to a bill, an order, a code or a letter. It
INSIDE ADDRESS
is typed four spaces below the date line.

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 Features of a Letter
• The attention line
if you want your letter is directed to the attention of a particular
INSIDE ADDRESS
person, use the attention line. It is placed two spaces below the
inside address and two spaces above the salutation. It may be flush
with the left-hand margin indented five spaces, or centred. Attention Mr. AL ahemd
Because the letter directed to the firm, a plural salutation is required.
Gentlemen:
• The subject line
It indicates the subject matter of the letter and makes it unnecessary
to devote the first paragraph to giving this information. this line is SALUTATION ---------Subject:
generally centred on the same with the salutation or two spaces or
below. Subject: Shipping Policy
If the full block style is used, type the subject line flush with the left –
hand margin two spaces below the salutation. Place a colon after the
word Subject and use initial capital letters for all important words. If
the simplified style is used, the subject line is typed in all capital
letters, but “Subject:” is omitted.

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 Features of a Letter
• The identification line.
It made up of the initials of the name of the person who dictated the letter and those of
the secretary or typist. The initials may be in capital letters, in all small letters, or in
capitalized letters for dictator and small letters for the secretary or typist. It is usually
typed two spaces below the signature, flush with the left-hand margin.
// signature //

SJW: am
Enclosure or
2 Encls.
• The enclosure notation.
when the letter has enclosure, the notation is typed directly below the identification
line, flush with the left-hand margin. Either the entire word enclosure, or its
abbreviation, Enc. Or Encl. be used. If there is more than one enclosure, the number
should be indicated.

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 Features of a Letter
• The mailing notation.
This notation states the method of mailing: whether the letter
is sent registered, airmail, special delivery…etc,. it is typed
directly below the identification line or enclosure notation. It
serves as a record to indicate that the letter was sent by other
than regular mail. // signature //

• The carbon copy distribution notation. SJW: am

Enclosure or
this notation states that a carbon copy of the letter is being
2 Encls.
sent to another person. It is typed two spaces below all other
notation, flush with the left hand margin. Either the word Copy
Special Delivery
to or the abbreviation cc: may be used. cc: Mr. Saad
The blind carbon copy notation (bcc:) is used when the
addressor does not wish to indicate the distribution of the
carbon copies to the addressee. It appears on all internal
copies, but not on the letter sent to the addressee.

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 Features of a Letter
• Body of the letter.
It is best to keep an initial business letter short. Business people are busy and do not have time to read
long letters! In a one-page letter, you will usually only need three or four paragraphs, single spaced. Use
a double space in between paragraphs. See examples that follow.
The easiest way to write the body of the business letter is to use a prewritten business letter.

• Closing.
The most common closing is "Sincerely." Follow this with a comma. Skip four single lines after the
closing and type your name. Sign your name in the space above your name.
Sincerely,

Jonathan Wilson

• Enclosure.
If you are enclosing additional information with your letter such as a resume or a curriculum vitae, skip
two single lines after your typed name and type "Enclosure" or "Enclosures." If you use the plural, you
have the option of stating the number of enclosures in parentheses.
Enclosures (2)
Business
Letter Formal
- Block Style

(1. notice that

you don’t
indent at all in a
block style
business letter)
2. You need your
own address.
This part goes in
the “heading”
section.
Underneath your
address, put the
date.

Skip four lines.

 3. Put your
organization’s
address in the
“inside
address”
section.

Double space.
4. Salutation/Greeting
Dear Ms. Smith
(or whoever is
the head of your
organization)

Use Ladies and

Gentlemen when
name is unknown
Double space.
 5. Body: State
your purpose
for writing this
letter. Be
formal and
polite; the
organization is
doing YOU a
favor by sending
you the
information.
You may or may
not have more
than one
paragraph. If you
do, between
each paragraph,
be sure to double
space.
6. Closing: Yours
Sincerely
Four spaces after
the closing
Then your name. In between the
closing and your name, that is
where you would sign your
name.
 Types of Letters
• Acknowledgement Letter : is written when you want to acknowledge
some one for his help or support when you were in trouble.
– The letter can be used to just say thanks for something you have received
from some one, which is of great help to you.
• Apology Letter : is written for a failure in delivering the desired results.
– If the person has taken up a task and he fails to meet the target then he
apologizes and asks for an opportunity to improve in this type of letter.
• Appreciation Letter : is written to appreciate some one's work in the
organization.
– Written by a superior to his junior.
– An organization can also write an appreciation letter to other organization,
thanking the client for doing business with them.
 Types of Letters
• Complaint Letter : is written to show one that an error has occurred and
that needs to be corrected as soon as possible.
– The letter can be used as a document that was used for warning the reader.
• Inquiry Letter : is written to inquire about a product or service.
– If you have ordered a product and yet not received it then you can write a letter to
inquire when you will be receiving it.
• Order Letter : is as the name suggests is used for ordering products.
– can be used as a legal document to show the transaction between the customer
and vendor.
• Letter of Recommendation : is written to recommend a person for a job
position.
– states the positive aspects of the applicant's personality and how he/she would be
an asset for the organization.
– used for promoting a person in the organization.
 Types of Letters
• Sales Letters: to persuade the readers to “buy” a product, service,
idea, or point of view
– Grab the reader’s attention, Highlight the product’s appeal, Show the
product's use, Conclude with a request for action (buy it!), Appeal to
the reader with reader-centered issues (health, convenience,
service, saving money…), Use concrete words and colorful verbs
– Be ethical and truthful, Don’t brag or go on
• Custom Relation Letter: establish and maintain good relationships
with the customers
– Be diplomatic
– Be persuasive
– Write from and understand the reader’s perspective
– There are several types…
 Your assignment tonight:

1. Type up your business

letter.
2. Follow the format in
your Writing Handbook
on Page 29.
3. Your letter is due
tomorrow.
 Question #1
The picture on the title slide of this
presentation was a model for business
letters that I found on the Internet. The
fact that you can glance at this letter
without reading any of the content and
notice a formatting error should show
you that you can’t trust everything on
the Internet! What is wrong with this
“model” letter?

A. The letter improperly double-spaces paragraphs.

B. The letter does not use proper block style.

C. The letter includes an unnecessary signature.

D. The letter uses a one sentence paragraph.

 Question #2
Even without reading the text in the XXXXXXX

XXXXXXX

letter on the right, you should be able to

XXXXXXX
XXXXXXX

XXXXXXX

identify a fatal flaw in business letter

XXXXXXX
XXXXXXX

SSSSSSSSSS

writing. This error could inspire the SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

intended audience to trash the letter

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

before he/she has even read a word.

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

What business letter writing error has

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSS

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

the writer committed?

SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSS

XXXXXXX

A. The letter should be double-spaced between

blocks. XXXXXXXXXX

B. The date should always be right-justified.

C. The paragraphs aren’t indented.

D. The paragraphs are too long.

 Question #3
The excerpt below is from the introductory paragraph of a
business letter. What content that should be in every
introductory paragraph is missing?

Thank you for taking the time to read this letter. The article in the December 17, 2002
edition of The Washington Post inspired me to write you.

A. The paragraph does not attempt to motivate the reader to respond.

B. The paragraph does not provide background information to prove he/she did
his/her homework.

C. The paragraph does not explain why the writer chose the recipient as his/her
audience.

D. The paragraph does not state the objective or purpose of the letter.
 Question #4
The excerpt below is from a real business letter in which the writer
does not choose his/her words effectively. What business letter
style error has the author committed that could alienate the reader
and prevent the company from achieving their desired result of
retaining the advertiser’s business?

…If you do not complete and return this advertisement contract by December
21, 2002, you will not receive your advertising space in this year's Capitol
Lines. If we have not heard from you by this deadline, we will sell your
advertisement space to some other client…

A. The writer does not sound committed to his/her position.

B. The writer is unclear about his/her expectations.

C. The writer does not present bad news in a positive way.

D. The writer uses sexist language.

 Question #5
Many of you will soon be celebrating your high school graduation and
your family may hire a company to provide the tables and equipment for
the party. If you or your parents received a letter such as the one below
from a company bidding for the right to supply your party, why might you
and your parents choose to go with another company simply because of
the way the excerpt is written?

…I am writing you about a change in our pricing policy that will save our company time and
money. In an operation like ours, it costs us a great amount of labor time (and thus expense) to
scrape and rinse our used tableware when it comes back from large parties. Also, we have
incurred great expense on replacement of linens that have been ruined by stains that could have
been soaked promptly after the party and saved. …
A. The writer uses jargon that the audience can’t understand.

B. The writer incorrectly focuses on himself/herself instead of the audience

C. The writer uses passive voice that weakens the forcefulness of his/her points.

D. The writer did not use Spellcheck.

 Question #6
The excerpt below is the last paragraph of a business letter.
What does this paragraph lack as an effective closing to a
business letter?

Thank you for your time. I hope to hear from you soon.

A. The writer does not show any appreciation towards the reader.

B. The writer is insulting and condescending towards his/her audience.

C. The writer has not provided an “action ending” to his/her audience.

D. The writer has written a paragraph that is too short for a business letter.
 Question #7
If a student were to write the sentence below, he/she would
have very few readers (not to mention friends). What basic
rule of business letter writing has the author forgotten?

…The Student Government Association (hereinafter to be designated as SGA) for the

fiscal year 2002-2003 stipulated budget allocations in the amount not to exceed $250 that
will be designated for utilization by a program under the nomination of the Coffee Shop…

A. Choose words that both the writer and the reader will understand and use.

B. Be as general as possible to save the reader time.

C. Provide your audience with very specific details.

D. Impress your audience by using as many big words as possible.

 Question #8
The excerpt below contains a stylistic choice that should be
avoided in business letter writing. What is it?

…The spirits of the graduating seniors were enlivened by the exciting words of the
enthusiastic guest speaker…

A. The sentence loses some of its action by using passive voice.

B. The sentence confuses the audience with jargon.

C. The sentence lacks creativity by using cliché expressions and phrases.

D. The sentence is vague because it lacks any descriptive words.

 B. Memoranda (Memos)
• Used internally and is less formal than letters
• Standard format of communication within an organization
• Parts:
– To
– CC
– From
– Date
– Ref No.
– Subject:
– Body
• Organisation of Memos: to the point and leave anything out
 Types of Memos
• Instruction
– Information to carry out task
• Request
– Requests the reader to provide information or carry out task
• Announcement
– Provides information
• Transmittal
– Cover note for a lengthy formal message
• Authorization
– Gives permission or authority
 C. Using E-mails
• With dev. of electronic office, IT, intranets and
by connecting to internet emails has become
popular: Reasons:
– Quick
– Low cost
– Easy to copy
– Easy to distribute information
– Available around the clock
 Writing E-mail Messages
• Similar format to memo
• Organization and structure depends on the nature of
communication
• No set rule for salutation, closing:
– Easy to think as cross between telephone and letter: avoid
unstructured written comm.
– Avoid emails that are one long BLOCK of text
– Concise subject: give indication of context
– Avoid messages that fulfill different purposes
– State attachments in the body:
– Work offline???
 Issues with E-mails
• Ease and speed increases the usage of emails but
raises a no. of issues:
– Overload
– Treated less formally
– Few people appreciate emails as ads.
– Abused as its used to distribute ‘jokes’
– Inappropriate to hide behind email when another
mean is necessary
– Sending excessive files overloads the comm capability
and cost time
THANK YOU!