Writing Fundamentals 1 Aug 2014

8/18/2019 Writing Fundamentals 1 Aug 2014

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Sequencing


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Illustration of Transitions•

E.g. Flow of thought and movement•“Three reasons justify shifting thesite for mining. First the geological

experts suspect all deposits areexhausted. Second, the distancefrom the site to the maret maetransportation costs very high.

Third, there is fre!uent la"ourpro"lem#


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IntroductionBottom line or mainidea, mention identity orpurpose

BodyInformation in detail in

bulleted points

ConclusionRepetition of main ideaor request and Deadline


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DateInside addressSalutationClearly State main idea/request, your

identity/purpose, (sometimes reference to

advertisement/prior mail) IntroductionInclude all relevant details in bullets Body

Close cordially, refer to main idea a!ain /state specific action you desire ConclusionSincerely

Si!nature


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Routine

Information

Letter

INTRODUCTION"lease provide information aboutt#e security services you offer$

Sa!ar Ratna #as four apartmentbuildin!s on Cur%on Road and &eare loo'in! for an outstandin!security service firm to &or' &it#us$

BODYDo supply t#e follo&in! details

$ *nnual C#ar!e for eac# Buildin!

+$ ode of "ayment

-$ Terms of t#e contractCONCLUSION "lease let me #ear from you by

*u!ust .$ e &ant to #ave asecurity system in place by

September .$

Request in polite

manner$ 0eeps

reader1s interest by

#intin! a possibility

of future business

Details required in

lo!ical sequence

Specifies a time

limit in t#e

courteous close


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• Simplest type of routine messages• $o need to arouse interest of reader• State your needs directly, clearly

• %pen with general re!uest• &ody ' speci(c items you want• )resent it in column form, dou"le space

"etween items, total price at the end

• *onclusion' specify delivery address anddelivery service or transportation. +ndicateamount enclosed, how amount wascalculated


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Example

of Order

Letter

Goyal Brother

Dealers in 2ard&are 3 "aints

+4/- 5 Road, Coc#in

*u!ust 6, +447

T#e Sales ana!er

Royal "aints Co$, 8td$

umbai

Dear r$9erma

T#an' you for t#e quotation and price list$ "lease send t#e follo&in! items from

your current catalo!ue

T#e c#eque for Rs -+44 is enclosed$ "lease send t#ese supplies by air car!o

to t#e address in t#e letter#ead$

Sincerely

R0 5oyal

:ou attitude

and !eneral

request first

"rovides all

details in order

form format

Includesadditionalimportantinformation int#e close

S$;o$ Description


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Routine Claim

Letter

*u!ust 6, +447

r$ R$0$ 5upta

5upta "lumbin! 3 2eatin! Company

+- 5 Road

Ban!alore

Dear r 5upta,

Sub?ect ater #eater specifications for Sa!ar *partments

"lease replace t#e t&o -4litre &ater #eaters (installed last&ee') &it# >4litre units$

8ar!e units are essential for families &it# c#ildren$ T#erefore,

t#e contract specifies a >4litre #eater for eac# of t#e 4

apartments$

T#e pro?ect appears to be &ell a#ead of sc#edule, t#an's foryour efforts$

Sincerely

Ravi'ant

Contractor

"rovides specific

info about t#e

sub?ect

ain idea or

request in first

line

@Aplanation in

Body

@nds on a

positive note


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avourable

Response to a

Claim 8etter (5ood ;e&s)

*u!ust 4

r$ Ravi'ant

Ravi'ant "roperty ana!ement Corp$

+-, Bri!ade RoadBan!alore -6444+

Dear r$ Ravi'ant

@ac# apartment &ill #ave a >4litre &ater #eater$ T#e t&o

-4litre units are bein! removed today$

T#an' you for informin! us before additional #eaters &ere

installed$ >4 litreE is clearly mentioned on t#e contract

document but is missin! on t#e &are#ouse request form$

@Acellent pro!ress is bein! made on t#is pro?ect, all

plumbin! &ould be completed on sc#edule$ :our input

#elps us to serve you and all our customers better$

Sincerely

R0 5upta

Starts &it# !ood

ne&s, action is bein!

ta'en already

"ositive reaction to

report$ "resentseAplanation

@mp#asises

completion &it#in

time limit, closes &it#

company1s concern

for all its customers


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!hen Your Company i at

"ault#en your company is at fault and your

response to claim is positiveF "rotect your company1s ima!e

F Try to re!ain customer1s !ood&ill by referrin! toerrors carefullyF Don1t blame an individual or a departmentF *void lame eAcuses li'e ;obody1s "erfectE or

ista'es occurEF Instead eAplain your company1s efforts to do a!ood ?ob, implyin! t#at t#e error &as an unusualincident$


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!hen Cutomer i at "ault

F #en !rantin! an un?ustified claim, let t#e customer'no& t#at t#e merc#andise &as mistreated butmaintain a respectful and positive tone

F Start &it# !ood ne&s

F In t#e middle ma'e customer realise merc#andise&as mistreated but avoid blamin! or preac#in!

F If customer fails to reali%e at &ent &ron!, yourfirm &ill 'eep !ettin! endless returned merc#andise

F If you insult t#e customer, your refund &ill be &astedand you &ill lose t#e customer as &ell


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Letter

Grantin#

Claim

$OLO%S

&'() *arine Line) Lu+,no-

*u!ust 6, +447

s$ Sonia Sin!#D+G, Defence Colony

;e& Del#i 44+G

Dear s$ Sonia,

T#an' you for &ritin! to us about your "olo S#irt$ @ven t#ou!# your

t#ree mont# &arranty #as eApired, "olo Clot#in! is mailin! you a

replacement free of c#ar!e$

Cotton clot#in! runs t#e ris' of losin! colour$ 2ence, dry cleanin! is

desirable$ e su!!est a first dry &as# after ic# &as#in! in cold

&ater &ould suffice$ T#e "olo Clot#es Care instructions manual is

enclosed for ma'in! t#in!s easy for you$

Do try out our ne& ran!e of "olo sports !ear ic# #as a 4Hspecial monsoon discount$ e loo' for&ard to servin! you$

Sincerely

Ravi 0umar

Customer Service Representative

@ncl

"ositive, polite

openin! &it#

!ood ne&s

@Aplains problem

&it#out blamin! t#e

customer and

su!!ests &ays toavoid future

problems

"ositive, friendly,

close$ Invites future

sale


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./o- To Say0 Strate#ie

NEG1TI2E $OSITI2E

I cannot understandat you mean

"lease clarify yourrequest

T#ere &ill be a delay inyour order

e &ill s#ip your orderas soon as possible

T#e enclosed statementis &ron!

"lease rec#ec' t#eenclosed statement

:ou s#ouldn1t #aveimmersed t#e !ad!et in&ater

T#e !ad!et &on1t &or'after bein! immersed in&ater


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Good-ill *ea#e

F Important for 3uildin# relationhip-ith +utomer) +ollea#ue and other3uine ao+iate

F *a,e them honet) in+ereF 14oid exa##eratin#) #i4e retrained

praie

F Con#ratulate for 3uine a+hie4ementF *ea#e of 1ppre+iation e5#5 Than,

you for endin# the ma+hine part5 !e

+ould atify t-o important +utomer


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"ormat Letter /eadF Date

F *ddress

F SalutationF Sub?ect line or CaptionF Introduction

F BodyF ConclusionF Complimentary CloseF Si!natureF ;ame

F Desi!nation

F cc Courtesy CopyF @nclosure * document enclosed &it# t#e letter F *ttac#ment * document paper clipped to t#e

letter

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Writing Fundamentals 1 Aug 2014