Technical Communication, 11th Edition Chapter 17 Workplace Letters Technical Communication, 11th Edition John M. Lannon

When a Letter is Better than a Memo or Email Use a letter when you need to Personalize your message Convey a dignified, professional impression Act as a representative of your company or organization Present a carefully constructed case Respond to clients, customers, or anyone outside your organization Provide an official notice or record

Date and inside address Parts of a Letter Heading / company name Date and inside address Salutation Body of letter Closing and signature Any notations

Specialized Parts of a Letter Attention line Subject line Typist’s initials Enclosure notation Distribution notation Postscript

Design Features Availability of Pre-designed Templates can be provided by your company or word-processing software Quality stationary Uniform margins and spacing Headers for subsequent pages The envelope

Interpersonal Considerations Focus on the recipient’s interests. Use plain English. Focus on the human connection. Anticipate the recipient’s reaction. Decide on a direct or indirect organizing pattern.

Conveying Bad News Don’t procrastinate Never just blurt it out Give a clear and honest explanation When you need to apologize, do so immediately Use passive voice to avoid accusations but not to dodge responsibility Keep it personal Consider the format and medium

Types of Letters Inquiry letters Claim letters Routine Arguable Adjustment letters

Inquiry Letters Sent to request information or services Can be solicited or unsolicited If questions are too numerous or complex, you may want to request an interview Unsolicited letters are less intrusive than unsolicited phone calls

Claim Letters Claim letters are used to request adjustments for defective goods or poor services. Routine Claims Straightforward because they are backed by a contract, guarantee, or company reputation Arguable Claim Used when you must persuade the recipient to grant a debatable claim

Adjustment Letters Companies generally grant any adjustments that seem reasonable to gain goodwill. Granting Adjustments Begin with good news Explain what went wrong and how the problem will be solved Never use employees as scapegoats Do not make any promises that can’t be kept End on a positive note

Adjustment Letters Companies must write refusals when customers have misused the product or are mistaken about policy. Refusing Adjustments Use an indirect organizational plan Be ambiguous Avoid a patronizing or accusing tone Close the letter courteously and positively

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