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Chapter 17Workplace Letters

Technical Communication, 12th EditionJohn M. Lannon

Laura Gurak

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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

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Parts of a Letter

Heading / company nameHeading / company name

Date and inside addressDate and inside address

SalutationSalutation

Body of letterBody of letter

Closing and signatureClosing and signature

Any notationsAny notations

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Optional Parts of a Letter

Attention line Subject line Typist’s initials Enclosure notation Distribution notation Postscript

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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

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Interpersonal Considerations

Focus on the recipient’s interests. Be polite and tactful. Anticipate the

recipient’s reaction. Use plain English. Focus on the human connection. Decide on a direct or indirect organizing

pattern.

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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

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Types of Letters

Inquiry letters Claim letters

Routine Arguable

Sales letters Adjustment letters

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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

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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

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Sales Letters

Sales letters are written to persuade a current or potential customer to buy a company’s product or try its services.

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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

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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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Any questions?

For additional help reviewing this chapter, please visit the Companion Website for your text at

http://www.pearsonhighered.com/lannon.