1. ES2002 Business Communication Letter Writing: Introduction & Planning

2. ES2002 Business Communication: Letter Writing: Introduction2 Outline Functions of a letter Definition of an effective letter Types of letters The letter writing process

3. ES2002 Business Communication: Letter Writing: Introduction3 Functions of a letter A messenger –Letter conveys information An ambassador –Letter represents the sending company A cultural practice − Letter reflects the workplace culture of the company you represent

4. ES2002 Business Communication: Letter Writing: Introduction4 An Effective Letter Is one where the reader reacts positively to the writer’s goals.

5. ES2002 Business Communication: Letter Writing: Introduction5 Types of letters Broadly speaking, two types Receivers outside one’s organisation Receivers within one’s organisation Memos Note: In handouts on letter writing, the word ‘letter’ used as a generic term to refer to all types of business correspondence (letters, memos, emails).

6. ES2002 Business Communication: Letter Writing: Introduction6 Letter Writing Process Planning Organising Drafting Revising

7. ES2002 Business Communication: Letter Writing: Introduction7 Planning involves: Understanding the situation / problem Defining your objectives Analysing your reader

8. ES2002 Business Communication: Letter Writing: Introduction8 Understanding the situation / problem Relevant question to ask: What prompts you to write this letter?

9. ES2002 Business Communication: Letter Writing: Introduction9 Defining your objectives Relevant questions to consider: What is/are your purpose(s)? What specific information do you want your readers to give/to know? What specific action(s) do you want your readers to take? What specific attitude(s) do you want your readers to adopt?

10. ES2002 Business Communication: Letter Writing: Introduction10 Analysing your reader For message to be meaningful to readers, carefully analyse: their information needs; their concerns/questions; their characteristics; your relationship with them; and their attitude towards you and the subject.

11. ES2002 Business Communication: Letter Writing: Introduction11 Readers’ informational needs Consider: Your readers’ familiarity with the subject. The specific pieces of information you need to give your readers. Analysing readers Readers’ informational needs

12. ES2002 Business Communication: Letter Writing: Introduction12 Readers’ concerns/questions Identify specific issues they will be concerned about. Identify specific questions they will be asking. Anticipate which parts of the letter they are likely to accept/reject. Analysing readers Readers’ concerns/questions

13. ES2002 Business Communication: Letter Writing: Introduction13 Readers’ cultural expectations Are the readers ready for a straightforward delivery of the message? Is establishing/maintaining personal relationships important to the readers? Note: It is not easy to answer these questions correctly, but it is important that you keep these in mind all the time.

14. ES2002 Business Communication: Letter Writing: Introduction14 Readers’ characteristics Think about: Your readers’ position in the organisation. Your readers’ educational background. Your readers’ familiarity with the technicalities of your profession. Analysing readers Readers’ characteristics

15. ES2002 Business Communication: Letter Writing: Introduction15 Your relationship with your readers Look at the relationship from: A social point of view. A professional point of view. Analysing readers Your relationship with readers

16. ES2002 Business Communication: Letter Writing: Introduction16 Readers’ attitude towards you and the subject Likely possibilities: Negative Positive Neutral/Indifferent Analysing readers Readers’ attitude towards you/subject