Business Correspondence Lecture 1 Week 6
Business Correspondence Lecture 1 Week 6
Business Correspondence
Objectives
Select the appropriate Write out business
Set out a letter, email,
medium for your messages that cater
memorandum or fax
message – letter, for the needs of your
using an appropriate
facsimile, email, readers – the
format
memorandum audience
1. Letters
Increasingly, letters are sent as email attachments to
ensure speedy transmittal to their intended audiences
Electronic
organisations from the quality of the emails they receive.
Emails are written in formal, consultative or colloquial
(conversational) register- depending on the audience, purpose and
mail
subject matter.
Slang is inappropriate
3. Mainly used:
Emails,
Memorandum Business letters are
formatted to ensure
A response to the letter
is facilitated
s and Faxes that:
Subject matter is
apparent at a glance
Email structure: Subject heading
1. 2. 3.
Gives in overview Short and should Should be specific,
of the content of preferably not be concise,
your message more than 50 meaningful and
characters(5-7 relevant
words)
Poor vs Better Subject heading
Poor Better
• Enquiry • Enquiry: Platinum Loyalty Rewards
• Quarterly results • Fourt Quarter Sales Results
• Minutes: Fundraising Meeting of 24
• Minutes of meeting March 2025
• Schedule • Fourth Quarter Marketing Schedule
• Seminar • Leadership Seminar: 4 July 2025
Greetings and Complimentary closes
Three organisational
plans to help you
It is very important to know structure your message:
how to format a document • A plan for communicating
correctly, but the content is good or neutral news
• A plan for communicating
even more important.
bad news
• A plan for persuading
Direct Plan Messages: Good and Neutral
News
• Most widely used way to organise business messages.
• This plan is used when the purpose of the message is to inform,
either by conveying good news or neutral news
• The focal point of a direct plan message is always at the beginning
• The direct plan structure can be used for the following:
Enquiries and requests, responses to enquiries and requests, informal
messages, complaints, adjustments, and thanks and congratulations.
Enquiries and Requests
• Enquiries and requests includes facts and information about
products and services
• Should contain sufficient information so the reader knows exactly
what you want
• Having a well written message, makes the task of responding,
much easier.
• Page 227 email enquiry
Responses to enquiries and requests
• Responses to enquiries should be swift
• The way you handle enquiries will determine whether or not you
receive business from the reader or not.
• Make sure to address each point that was raised in the enquiry.
• Page 228: example email.
Informational messages
• Conveys information that readers need to know.
• The messages requires action from the reader, therefore, the
correct information should be conveyed in order for the reader to
respond.
• Example on page 229
Complaints
• A complaint (also called a claim), could be regarded as BAD NEWS from the readers
viewpoint, however, it is customary to use the direct plan for complaints.
• These messages require action to solve a problem, therefore:
Problem must be explained by supplying any information that will make tracing to
transaction or situation easier (Exact date of purchase, number, size, model)
Detail your loss or inconvenience
Avoid negative words like demand, worthless and dishonest
Explain clearly what you want such as adjustment or prompt investigation
Express appreciation for the reader’s attention
Adjustments
• Adjustments are responses to claims .
• Essential elements for messages granting adjustments:
• Thank the writer for the opportunity to make the adjustment
• Explain the cause of the problem
• State what the adjustment is that you intent to make
• Promote goodwill by giving an assurance that the error will not be repeated
Example on page 232-233.
Thanks and Congratulations
• Messages of thanks or congratulations convey appreciation, they
build relationships and promote goodwill
• Example on page 234
Homework to be discussed in class next
week
• Read the following sections for self study:
1. Letters
1.1 Formats of business letter
1.2 Letters of invitation
1.3 Sponsorship letters
• Pp. 235-242. NB-makes notes and bring to class.