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

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

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

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

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

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

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…

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

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”

“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

“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

There are the four types. Enjoy writing!