2OBJECTIVES state the meaning of Business Correspondence. explain the importance of BusinessCorrespondence;describe the essential qualities of a good business letter.identify the various parts of a business letter.recognize the different types of letter
3Meaning of Business Correspondence Communication through exchange of letters is known as correspondence.Communication through exchange of letters is known as correspondence. We communicate our feelings, thoughts etc. to our friends and relatives through letters that may be called personal correspondence
4A Businessman writes and receives letters in his day to-day transactions, which may be called Business Correspondence.business letters may be defined as a media or means through which views are expressedand ideas or information is communicated in writing in the process of business activities
5Business letters are sometimes called "snail-mail" (in contrast to email which is faster).Business letters includes:· Letter Fax· - Memo
6IMPORTANCE OF BUSINESS CORRESPONDENCE 1.Help in Maintaining Proper RelationshipNow-a-days business activities are not confined to any one area or locality. The businessmen as well as customers are scattered throughout the country. Thus, there is a need to maintain proper relationship among them by using appropriate means of communication
7.2. Inexpensive and Convenient ModeThough there are other modes of communication like telephone, telex, fax, etc. but business information can be provided and obtained economically and conveniently through letters.
83. Create and Maintain Goodwill Sometimes business letters are written to create and enhance goodwill. Businessmen at times send letters to enquire about complaints and suggestions of their customers. They also send letters to inform the customers about the availability of a new product, clearance sale etc. All this results in cordial relations with the customers, which enhances the goodwill of the business.
94. Serves as EvidenceWe cannot expect a trader to memorize all facts and figures in a conversation that normally takes place among businessmen. Through letters, he can keep a record of all facts. Thus, letters can serve as evidence in case of dispute between two parties.
10.5. Help in Expansion of Business Business requires information regarding competing products, prevailing prices, promotion, market activities, etc. If the trader has to run from place to place to get information, he will end up doing nothing. It will simply result in loss of time. But through business letters, he can make all enquiries about the products and the markets. He can also receive orders from different countries and, thus enhance sales.
11Definition of “Letter” “A written or printed communication directed to a person or organization.”(http://education.yahoo.com/ reference/dictionary/entry/letter)Letters may be created and sent as:or electronic transmissions (including faxsimiles)Hand-delivered transmissionsRegular mail transmissions
12Two categories of letters Business Letters (format writing; more formal writing that may share elements of essay writing)Personal Letters (often informal; may be addressed to a friend or familiar acquaintance about a personal subject; may regard a personal problem, issue or even a personal business matter pertaining to ones personal finances or personal legal matters)
13Who writes Business Letters Letters are written from a person/group, known as the sender to a person/group, known in business as the recipient.Some examples of senders and recipients:· business «» business· business «» consumer· job applicant «» company· citizen «» government official· employee «» employee· staff member «» staff member
14Why do we write letters? Invite Apologize Commiserate Congratulate ComplainInquireOrderAcknowledgeExplainThanksApply
15COMMON TYPES OF BUSINESS LETTER Acceptance Letter (yes / legal)Acknowledgement Letter (Receipt)Adjustment Letter (legal document /addresses a complaint / claim)Application Letter (request job consideration / interview)Complaint Letter (a legal document)Cover Letter (accompanies resume or order)Inquiry Letter (posing a question)Order Letter (request letter)Refusal Letter (reject an offer)Response Letter (answers inquiry)Sales Letter (marketing)Source: Business Letters. Retrieved Dec. 3, 2007, from
19Appreciation Letter - a letter of gratitude and appreciation for help extended, or agood business deal. o Thank you - is a letter of gratitude. o Congratulations - is a letter that praisesthe recipient for a job well- done o Letter of Recognition - a writtenstatement of recognized efforts similar toan appreciation letter. o Letter of Reference - is a characterreference letter. It is a letter building upthe character of a person to be acceptedin a job.
20o Recommendation - is an endorsement letter to hire a certain person o Recommendation - is an endorsement letter to hire a certain person. Sympathy letter - is a letter of condolences to a person or family. o Invitation letter - is a letter persuading a person or a company to join an event or an occasion. o Letter of credit - is a way of endorsing a certain business to be considered a credit loan. .
21o Letter of interest - a reply to an invitation that confirms presence onthe event/occasion. o Business memorandum - noticesthat are distributed to the staff. Theyare reminders of company activities, orimminent changes in the company.Business introduction - is done tointroduce a new business to the readers
231.Business Enquiry Letter The letter written to sellers to know the details of the goods which they want to buy, like quality, quantity, price, mode of delivery and payment2. Quotation LetterAfter receiving the letter of enquiry from a prospective buyer, the sellers supply the relevant information by writing a letter that is called quotation letter
243. Order LetterLetters written by a buyer to the seller giving the order to purchase the goods is called order letter.4. Complaint LetterA complaint letter is written when the purchaser does not find the goods upto his satisfaction.It is normally written by the purchaser when he receives wrong, defective or damaged goods or receives incorrect quantity of goods
255.Recovery Letter The letter written by the seller for collection of money for the goods supplied to the buyer 6 Welcome Letter - welcomes the client and thanking him for choosing the company. o Letter of Appreciation - thanks the client for having business with the company.
26o Apology Letter - asking the client for reconsideration, and apologizes for failing to deliver. o Collection Letter - notice outstanding payments due.
27o Invoice Letter Template - this is asking the clients to state the invoice number of their transactions. o Letter of Invitation - inviting a client to join a certain gathering. o Marketing Letter - is stating the newest products that the company will provide soon or is presently providing. o Rejection Letter - is stating the rejection of the client's request.
28PART OF BUSINESS LETTERS ESSENTIAL PARTSNON- ESSENTIAL PARTS
29THE ESSENSIAL PARTS OF LETTER Letterhead (logo)DateInside AddressSalutationBodyComplimentary ClosingSignature(Writer’s name /type N)Enclosure (add if You sendsomething)(Subject) Carbon Copy N.912345678 \
30LETTER HEAD The letter head is the heading at the top of a letter. It usually consists of the name, address, telephone number and fax number of the company.The letterhead can be typed out but it is usually printed on the company’s stationery
312650 Jean Way West Jordan Utah 84084 RETURN ADDRESSGarden Center2650 Jean Way West Jordan Utah 84084Phone FaxIf you do not have a letter head, you must write your name, address and telephone number at the top of the page or above the inside address
32DATE The date is used to indicate the date the letter was written. If your letter is completed over a number of days, use the date it was finished and mailed.When writing to companies within the United States, use the American date format. (The United States-based convention for formatting a date places the month before the day.For example: June 11, )
33If you are writing to England use the day/month/ year If you are writing to China use the year/month/dayDepending which format you are using for your letter, either left justify the date or center it horizontally.Write out the date two inches from the top of the page.
34INSIDE ADDRESS Name of addressee with title Address of Receiver Example:Mr. A. W. Raja, M.A, P.hdGeneral Manager,ABC Corporation,P.O. Box 1022Islamabad.
35If you do not have the person’s name, do some research by calling the company or speaking with employees from the companyFollow a woman’s preference in being addressed as:Miss, Mrs., or Ms.If you are unsure of a woman’s preference in being addressed, useMs.
36If there is a possibility that the person to whom you are writing is a Dr. or has some other title, use that title.Usually, people will not mind being addressed by a higher title than they actually possess.
37SALUTATIONUse the same name as the inside address, including the personal title.If you know the person and typically address them by their first name, it is acceptable to use only the first name in the salutation (i.e., Dear Lucy:).In all other cases, however, use the personal title and full name followed by a colon.Leave one line blank after the salutation.
38Dear Personnel Director, Dear Sir/Madam/Sirs (Name not used) use if you don't know who you are writing toDear Mr., Mrs., Miss or Ms (use if you know who you are writing to.VERY IMPORTANT use Ms for women unless asked to use Mrs. or Miss
39use in friendly context (or would-be friendly, Dear Dr/Mr/Mrs/MissRaja,Dear ColleagueDear Customeruse in friendly context (or would-be friendly,e.g. for selling or conciliatory letters).Established relationships. Implied relationshipsDear Frank Dear Javed/ sadiaMy dear Javed / sadia(use if the person is a close businesscontact or friend/ close, informalrelationships, more personal)
40The Word Dear, Mr./Ms./Title, & Last name of Person: A Business letter’s text starts with a simple and professional greeting such as,The Word Dear, Mr./Ms./Title, & Last name of Person:ExamplesDear Dr. Smithsonian:Dear Ms. Cleopatra:The difference between personal and business letter greetings is that a colon (:) follows the greeting of a business letter and a comma (,) follows the greeting of a personal letter
41BODYA generally acceptable format for the body of most business letters is block style, with no indentions or centering of any parts.Paragraphs should also be single spaced within the paragraph and double spaced between different paragraphs.
46(Simplified) Letter Format 1. Block Style(Simplified) Letter FormatSAMPLELetter headEverything flush to left margin with no indents.Signature Block: Align this with the Complimentary Close. Leave four blank lines to sign your name. Don’t forget to sign your name exactly as you typed it. Your title is optional and depends on the relevancy and degree of formality you need or want to establish.Source:http://jobsearchtech.about.com/od/letters/l/bl_mblock_p.htm
482. Modified Block Style Letter Format SAMPLEParagraphs are not indented; however, these parts of the letter are centered:Sender’s return addressDate letter writtenComplimentary closingSender’s signature/title
49Explanation for layout : Letter Head Date Inside Addres Salutation Modified Block StyleExplanation for layout :Letter HeadDateInside AddresSalutationBody of the LetterComplimentary CloseSignatureEnclosureSubjectCarbon Copy NotationPostcriptReference
503. Semi-block Style Letter Format Company Logo or LetterheadMarch 15, 2007Mr. John Smith, Director of Operations SomeGroup Group 100 SomeStreet Drive Sometown, Alabama 34567Dear Mr. Smith: Thank you for your inquiry about Semi-Block format for letters. What follows is a quick summary of the format and the conventions it uses. Semi-block format or style is frequently called modified semi-block because it is a slightly less formal modification of full block format. This letter style places the date line in alignment with, or slightly to the right of dead center. Another option for placing the date line in semi-block is flush right. Similar to full block, semi-block places the inside address, salutation and any end notations flush with the left margin. However, unlike full block, each body paragraph of semi-block is indented five spaces. The complimentary close and signature block are aligned under the date. This page illustrates the spacing and layout of semi-block format. Both full block and semi-block formats generally contain all of the necessary parts of a letter.Sincerely yours ,Dr. Sheila Carter-Todd3. Semi-block Style Letter FormatSAMPLEIndent paragraphs 5 spaces. Everything else is flush at the left margin.
51Explanation for layout : Letter Head Date Inside Addres Salutation Semi Block StyleExplanation for layout :Letter HeadDateInside AddresSalutationBody of the LetterComplimentary CloseSignatureEnclosureSubjectCarbon Copy NotationPostcriptReference
54Business Letter Body Content Each paragraph in the business letter should contain different topics.The first paragraph should grab attention and state the reason for the letter.The middle paragraphs, as in most letters, should support your reason and go into details.In the final paragraph, it professional etiquette for the writer to thank the reader for taking his or her time to read the letter.
55COMPLIMENTARY CLOSEThe end of a business letter marks the biggest difference between business and personal letters.The ending of a business letter usually states ‘Sincerely,’ followed by three blank lines for the writer’s signature and thenthe writer’s typed name.
57Example of Complimentary Close Cordially yours,Your’s Sincerely Yours sincerely, √
58SIGNATURE AREA Sign Name Designation Example: __________________ Saleem AzmatMarketing Manager
59Read this Sample Business Letter (Letter of Application) below. Farrington Road Troy, Alabama January 11, 2007Taylor, Inc. Mr./Ms. S. Student, Human Resources Director694 Rockfoot Lane Durham, North Carolina 27708Dear Mr./Ms. Student:I just read an article in the News and Observer about Taylor's new computer center just north of Durham. I would like to apply for a position as an entry-level programmer at the center.I understand that Taylor produces both in-house and customer documentation. My technical-writing skills, as described in the enclosed resume, are well suited to your company. I am a recent graduate of Troy University in Troy, Alabama, with an Associate's Degree in Computer Science. In addition to having taken a broad range of courses, I served as a computer consultant at the college's computer center where I helped train computer users on new systems.I will be happy to meet with you at your convenience and discuss how my education and experience match your needs. You can reach me at my home address, at (919) , or atSincerely,Raymond GraduateSender’s Return addressInside address(receiver)This letter is written in Modified Block Style. Indent the sender’s address, letter date, complimentary close, & signature. Everything else is flush to the left margin. Single Space throughout, except double Space between new paragraphs. Center letter on the page.Complimentary ClosingSender’s Signature
60Letter-writing Practice Exercise: Response letter Behave as if you have just received the Letter of Application in the before slide.You must notify the person that he or she did not get the job and that your company has recently filled the advertised position.Write a one-paragraph letter to the applicant. (See upcoming slide for a suggested approach to writing the letter.)
61Suggestions for Responding Reminder to supply address information.Include salutation.Acknowledge receipt of the application package.Thank the applicant for his interest.Notify the applicant that the position has been filled.Let the applicant know that you will keep the application packet on file.
62NONESENTIAL PARTS Enclosure Subject Copy Notation Post-script Reference initial
631. EnclosureThe notation alerts the receiver to check for enclosure. It is usually typed a single or double space under the reference initial. It also reminds whoever prepares your envelope for mailing that something is to be enclosed. For an attachment that word may be typed in place of “enclosure”.Example:Enc. (or Encs, for more than one items)Enclosures 2 (two docs are enclosed)Enclosed: 1) CV 2) Attested copy of NIC3) Attested Final Transcript
642. SubjectSubject Line helps tell your reader at a glance what your letter is about. It also helps in filing. It may or may not include the word subject. It is normally placed on the second line below the salutation and centered. It may be capital and lowercase or just capital and also underlined.Example:Subject: Summer 2007 Sales MeetingSUBJECT: SUMMER 2007 SALES MEETING
653. Carbon Copy NotationWhen you want persons other than the addressee to receive a copy of your letter, the names of these persons should be typed just below the reference initials or the enclosure notation whichever is last. Type “cc” before the copy notation names if you are sending them a carbon copy. Type “c,”, “pc,” or “copy” if it is a photocopy. Recipient’s address may be included after their names.When you do not want the addressee to know that other persons are getting a copy of the letter, type “bc” (blind copy) or “bpc” ( blind photocopy) and the recipients’ names on the copies only.
664. Post-scriptIf you forget to write any thing in body of the letter, or if you want to emphasize or stress upon a point already in your letter or if you want to include a brief personal message (greetings) unrelated to the letter, a postscript, typed or handwritten (with or without “P.S.,” “PS,” or “PS:”) can be written at the end.Example: P.S., Please also send the rate list.PS, Eid MubarikPS: Mary Christmas and Happy NewYear
675. Reference Initial Sincerely, Signature Umar Talal Manager UT/sn or Sometimes the writer and the signer of a letter are different people. At least the file copy of a letter should bear both their initials and as well as the typist’s.Example:UT/sn/mak (signer, writer, typist)
68M.R.ENGINNERING WORKS Example : 46-B Mathura Road Faridabad , Haryana Your Ref: NTPC/PUR/2010/95Our Ref :MREW/SALES/2010/72The General ManagerNational Thermal Power CorporationBadarpur, DelhiKind Attention: Shri S.C. Sharma, Asst Works ManagerSubject : Your order No dated 12 May 2010Dear Sir,Thank you very much for your letter No. NTPC/PUR/2010/95 dated 12 May We are glad that you have sent an order for the machine tools.The work on your order would have started by now, but I regret to say that two of our drawing accompanying the order are not quite clear. These drawings are enclosed.Kindly Send the fair copies of the drawing through a courier so that we may start the work without any delay.With Regards.YoursSd/-( Mahesh Malhotra)ProprietorEnc l: Two Sheets of DrawingsCc : Account DepartmentPS : 12 %Vat tax would be included on each order.RK/MMExample :
69THE STYLE OF FORMAL LETTER IN AMERICA AND UK IS DIFFERENT FROM SOME ASPECT. AMERICAN STYLE 1. Heading According to the format, but usually aligned to the left. 2. Date January 17, 2009(month-day-year). According to the format but usually aligned to the left (two lines below the heading). 3. Salutation Dear Mr. / Mrs. Ana: Dear Sir or Madam: Gentlemen: After the salutation there is a colon (:) 4. Complimentary close Sincerely, Sincerely yours, Yours truly, BRITISH STYLE 1. Heading The heading is usually placed in the top right corner of the letter (sometimes centered). 2. Date 17 January 2009 (day-month-year) Usually placed directly (or one blank line) below the heading. 3. Salutation Dear Mr. / Mrs. Ana, Dear Sir or Madam, Gentlemen, After the salutation there is a comma (,) 4. Complimentary close Sincerely, Yours sincerely, Yours faithfully,
70ABBREVIATIONS USED IN LETTER WRITING The following abbreviations are widely used in letters:asap = as soon as possiblecc = carbon copy (when you send a copy of a letter to more than one person, you use this abbreviation to let them know)enc. = enclosure (when you include other papers with your letter)pp = per procurationem (A Latin phrase meaning that you are signing the letter on somebody else's behalf; if they are not there to sign it themselves, etc)ps = postscript (when you want to add something after you've finished and signed it)pto (informal) = please turn over (to make sure that the other person knows the letter continues on the other side of the page)RSVP = please reply
71TYPES OF PERSONAL LETTERS ApologiesAppreciation and Thank You: For favors, kindness or generosityFriendly letterCongratulationsPersonal ComplaintsInvitationsOffering Condolences(sympathy or get well)
72Salutation (Greeting) Complimentary Closing Personal Letters whether typed or handwritten, may include personal touches that reflect your style or personality.Special stationeryDateSalutation (Greeting) December 4, 2007Dear Maxwell,I just wanted to take a moment to write to you to express my thanks for the extra tutoring help you gave me this fall as I struggled in my Math 1112 course. People like you make our world a better place simply because you take the extra time to help others overcome fears and learn important skills. I think I can safely say, you are going to make a great math teacher one day!You stand head and shoulders above others in the field of math and I so appreciate the information, time and patience you provided to me. So, once again, thank you so much for everything, and especially for encouraging me! Best wishes,Rita PersonComplimentary ClosingSignature
75Guidelines for Writing Apologies: Write as soon as possible after the incident.Apologize, but do not go overboard by saying, "I am very, very, verysorry."Keep it simple and to the point. Summarize what you are apologizingfor, and apologize only for the particular situation or problem. Bebrief.Apologize cheerfully and sincerely. Do not express feelings of guilt.Explain what you will do to correct the mistake or situation.Do not put blame on another person and do not blame problems oncomputer errors or carelessness.
76Sample Complaint Letter mm/dd/yyyyTo Betty Grimes,I am writing to inform you that your daughter, Sarah, broke the front passenger window of my Ford Taurus while playing softball yesterday afternoon. The car is brand new. Hopefully, your homeowner's insurance will cover this kind of damage. Please check with them to see if it is covered. If they will not pay for it, I will get two repair estimates for you so that you can determine how you will pay for the repair. Perhaps we could meet this Saturday afternoon to discuss our options. You can reach me at (202) Thank you for your timely attention to this matter.Thank you,Rita Green124 HuckabeeLittletown, AL 34567
77When to Write a Personal Thank You, congratulations or Appreciation Letters To thank or show gratitude for:GiftGroup effortsIntroduction to other peopleInvitations to speakHelpful advice or suggestionsPersonal favorsRecommendations for position or awardsReferencesSympathyVolunteersGraduations
78Guidelines for writing personal appreciation / thank you letters: State what you appreciate and briefly explain why.Do not add other news or information not related to the appreciative gestureBe brief, warm, and sincere. (Two to three lines should suffice.)Example:Thank you for the character reference you provided to Troy University on my behalf. I truly appreciate your willingness to provide the reference, as well as your time and attention to completing it. Again, thank you, and best wishes. – Tina ApplicantPostcards may be used for short notes. Personal notes should be handwritten.
79Writing an Invitation (Formal (Business) or Informal Events) Mr. and Mrs. Benjamin Raphael-Leoncordially invite you to a receptioncelebrating the engagement ofMary Jane Raphael-Leone& Robert Wilson Yatesto be held Sunday, the sixth of June, in theyear two thousand and eight, atsix o'clock in the evening atPierre's Cafe800 23rd Street NWWashington, DC.Semi-formal dressRSVP (202) yourself and one guest. Thank you.Identify the host and type of event.Identify guests of honor (if applicable).Identify date/time/ location of event.Specify dress (optional). Request RSVP to know who & how many guests to expect.
81ENVELOPESThe quality of the envelope is just as important for first impression as the quality of the stationery. In fact, letterhead and envelopes should be of the same paper stock, have the same color ink, and be imprinted with the same address and logo. Most envelopes used by businesses are No. 10 envelopes (9 ½ inches long) which are sized to contain an 8 ½ -by-11-inches piece of paper folded in third. Some occasions call for a smaller, No. 6 ¾, envelope or for envelopes proportional to fit special stationery.Next slides show the two most common sizes.