Presentation on theme: "That’s right, people still write letters.. 1. Why write letters? 2. Four letter types 3. Letter organization 4. Style and tone of writing 5. Call to action."— Presentation transcript:
1. Why write letters? 2. Four letter types 3. Letter organization 4. Style and tone of writing 5. Call to action 4–24–2
Purpose ◦ Inform or persuade ◦ Communicate so reader can understand ◦ Document information Characteristics ◦ One way ◦ Responsibility to convey meaning rests with writer ◦ Clear and brief ◦ Accomplish your goal
Four common business correspondence 1.Inquiry Ask for information to be sent to writer 2.Special request Ask for special action or consideration 3.Sales letters Sell product or service Cover letter 4.Customer relations letters: Complaint/Adjustment (see next slide) Follow up Collection
Complaint Letter Want a specific action taken (not to vent) Disagree without being disagreeable Adjustment Letter Respond to a complaint Reconcile differences
After salutation (Dear Ms. Xxx:) Topic sentence & introduction paragraph ◦ Build goodwill and a relationship quickly. ◦ Why are your writing? Supporting paragraphs ◦ Give details that will help readers take the requested action. ◦ If you’re writing about information or a complaint include specific account and product numbers. Closing paragraph ◦ Make a clear call to action. When are you expecting a response? How should the reader contact you?
Positive ◦ Responding favorably to a request or complaint ◦ Sales letters promoting a product Neutral ◦ Requesting information ◦ Placing an order ◦ Responding to an action or a question Negative ◦ Refusing a request ◦ Saying no to an adjustment, etc.
Establishing and maintaining good relations ◦ Good/bad news ◦ Acceptance/refusal Goodwill language ◦ Focus on the reader (You, not I, language) ◦ Connect on a human level ◦ Ask an engaging question in introduction
Positive Language ◦ State what you can do ◦ State what the reader should do ◦ Use neutral, not blaming, language ◦ Use positive words to create positive feelings
Re-write the following sentences using the previous rules of positive language. ◦ I can’t meet with you now. It has to wait until Monday morning. ◦ You can’t use this room until we are finished with our meeting. ◦ Never take more than two days to process a claim. ◦ Your forgot to leave your phone number, so I couldn’t call you back. ◦ I have no idea what you’re talking about. ◦ Your solution is simply unworkable.