1. Four Types of Business Letters
Based off of Kolin Chapter 6
For Business Writing
By Dr. Jennifer L. Bowie

2. Two Letter Techniques:
Direct vs Indirect
Best for:
Good news
Non-emotional issues
Audiences that prefer a straightforward approach
Best for:
Bad news
Less direct readers (some international)
Sensitive situations
Issues that need explaining
Introduction:
Establishes a reason for writing
Presents main idea
Introduction:
Acts as a buffer with a positive or neutral statement
Compliments the readers, agrees, appreciates, thanks, and more
Body:
Provides and explains details
Body:
Explains situation first
Leads up to the point/issue
States point/issue
If possible, links bad news with benefits
Does not place blame
Conclusion:
Reminds of any deadlines
Presents call for action
Looks to future
Conclusion:
Does not apologize
Gracious closing

3. Tips For Business Letters
Think of them as mainly persuasive documents
Write a reader-orientated document not a writer-oriented document
Be respectful

4. Inquiry Letters Purpose: Ask for information
State clearly what information you are requesting and why
Write specific, concise, to the point questions that are both easy to understand and easy to answer
Use bullets to highlight the questions
Leave space for the readers to answer the questions
Attach a questionnaire if you have more than 5 questions
Specify when you need the answers by
Thank the reader

5. Special Request Letters
Purpose: Make a special demand
State clearly who you are and why you are writing
Convince the reader to help
Show you are hard working
Discuss your reason for the request
Show you understand the situation and have done research
Discuss why the person you are writing to is the best person to help
Write specific, concise, to the point questions that are both easy to understand and easy to answer
Use bullets to highlight the questions
Leave space for the readers to answer the questions
Attach a questionnaire if you have more than 5 questions
Specify when you need the answers by
Thank the reader
Offer the reader a copy of the report or results
Ask for necessary permissions

6. Sales Letters
Purpose: 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

7. Customer Relations Letters
Purpose: establish and maintain good relationships with the customers
Be diplomatic
Be persuasive
Write from and understand the reader’s perspective
There are several types…

8. Claim Letters: A Type of Customer Relations Letter
Purpose: Express a complaint and request specific action (must have both)
Choose a direct or indirect approach
Direct is best for routine claim letters: claim is backed by guarantee, warrantee, contract, reputation, or more
Indirect is best for arguable claim letters: when the claim is debatable or unusual
Use a professional, rational, if possible positive, tone, and not a hostile, negative, and/or emotional tone
Clearly describe product or service with necessary details
Explain the problem with details
Propose a fair, precise, and appropriate request/adjustment
Present an explicit deadline

9. Adjustment Letters: A Type of Customer Relations Letter
Purpose: Respond to claim letter with solution
Work to reconcile the situation and restore the customer's trust in your company
“Be prompt, courteous, and decisive”
Use a positive or neutral tone without being begrudging or taking full blame
Two types: “Yes” or “No”

10. “Yes” Adjustment Letters
Start with an apology and admit claim is justified
Quickly present favorable news
Specifically state how you are correcting the problem
Explain what happened and why
Conclude with a friendly, positive note

11. “No” Adjustment Letters
Use an indirect approach
“Thank the customer for writing”
Restate the customer’s problem
Explain what happened and why without placing blame
Clearly state discussion without hedging
Link “no” to benefits
Conclude with concise gracious statement to (leave) open the door to future business

12. There are the four types. Enjoy writing!