Chapter 9 Routine Letters and Goodwill Messages Business
Chapter 9 Routine Letters and Goodwill Messages
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
Structure of Routine Letters body GPS • Graghic devices • Present details • Separate paragraghs 2/21/2021
Structure of Routine Letters Closing CAR • Courteous voice • Action information • Reasons 2/21/2021
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 2/21/2021
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
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