Routine Letters and Goodwill Messages Chapter 9

Business Letters Why are they important ? Permanent record Formality Organized, well-considered presentation

Characteristics of Good Letters Clear content Goodwill tone Correct form

Characteristics of Good Letters Clear Content SAFT Short sentences and paragraphs Active-voice verbs Familiar words Transitional expressions

Characteristics of Good Letters Goodwill Tone YOUR "You" view Reader benefits

Characteristics of Good Letters Correct Form OR The modified block style & the block style Ragged-right margins

Structure of Routine Letters 3 parts Opening: present the main idea/purpose Body: explains the purpose Closing: specifies the action

Structure of Routine Letters Opening Direct

6/9/2016 Structure of Routine Letters body GPS Graghic devices Present details Separate paragraghs

6/9/2016 Structure of Routine Letters Closing CAR Courteous voice Action information Reasons

Phase 1 3-x-3 writing process Analysis Anticipation Adaptation

Phase 2 3-x-3 writing process Research Organization Composition

Phase 3 3-x-3 writing process Revision Proofreading Evaluation

Direct Requests For information or action Clarify request Show appreciation Avoid letters whenever possible Consider costs and workload Evaluate alternatives

Order Letters Specify items or services Quantities Dates Prices Payment method

Direct Claims Customer letters A claim is written by a customer Customer writes to correct a wrong Open with clear statement Explain and justify Conclude with an action request

Direct Replies Addressed to customers Letter responding to requests Announce the goods new promptly Arrange information logically Emphasize the positive in mixed messages

Letters of Recommendation Honest objective evaluation Helps match candidates to jobs 6/9/2016

Adjustment Letters Favorable response to a claim Right wrongs, regain customer confidence, promote business Open with good news Explain the reasons Apologize only if natural/appropriate Use sensitive language Close positively

Goodwill Messages General guidelines Selfless Specific Sincere Spontaneous Short