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