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F our T ypes o
Based off of Kolin Chapter 6
For Business WritingBy Dr. J ennifer L. Bowie
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T wo L et ter T echniques:Direct vs. IndirectBest for:
Best for:
Non-emotional issues
Audiences that prefer a
straightforward approach
Bad news
Less direct readers (some
international)Sensitive situations
Issues that need explainingIntroduction:Establishes a reason for writing
Presents main idea
Introduction:Acts as a buffer with a positive
Compliments the readers,agrees, apprec iates, thanks, andmore
Body:Provides and explains details
Body:Explains situation first
Leads up to the point/issue
States point/issue
Conclusion:Reminds of any deadlines
If possible, links bad news withbenefits
Does not place blame
Presents call for action
Looks to future
Does not apologizeGracious closingJKF EDUCATIONAL CONSULTANT
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urpose: s or norma on
State clearly wh a t information you are requesting
Write specific, concise, to the point questions thatare both easy to understand and easy to answe
Use bullets to highlight the questions Leave space for the readers to answer the questions
Specify when you need the answers by
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State clearly w hoyou are and why you are writing
Convince the reader to help ow you are ar wor ng
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 tohelp Write spec ific, concise, to the point questions that are both
easy o un ers an an easy o answe Use bullets to highlight the questions
Leave space for the readers to answer the questions ac a ques onna re you ave more an ques ons
Specify when you need the answers by Thank the reader Offer the reader a copy of the report or results Ask for necessary permissions
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urpose: o persua e e rea ers o uy a pro uc ,service, idea, or point of view
Highlight the products appeal
'
Conclude with a request for action (buy it!)
A eal to the reader with reade -centered issues(health, convenience, service, saving money)
Use concrete words and colorful verbs Be ethical and truthful
Dont brag or go on
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Purpose: establish and maintain good
relationshi s with the customers Be diplomatic
e persuasve Write from and understand the
readers perspective
v y
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Claim L et ter s: A T e of Cust omerR elat ions L et ter
action (must have both)
Choose a direct or indirect a roach Direct is best for routine claim letters: claim is backed by
guarantee, warrantee, contract, reputation, or more Indirect is best for ar uable c laim letters: when the claim is
debatable or unusual Use a professional, rational, if possible positive, tone,and not a hostile ne ative and or emotional tone
Clearly describe product or service with necessary
details xp a n e pro em w e a Propose a fair, precise, and appropriate
re uest/ad ustment
Present an explicit deadline
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Ad ustment L et ter s: A T e ofCustomer R elat ions L et ter
urpose: espon o c a m e er w
solution Work to reconcile the situation and
restore the customer's trust in our
company , ,
Use a positive or neutral tone withoutu u
Two types: Yes or No
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Start with an apology and admit claim
is ustified Quickly present favorable news
pec ca y state ow you arecorrecting the problem
Explain what happened and why
u w y, v
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Use an indirect approach
Thank the customer for writing Restate the customers problem
placing blame
Link no to benefits Conclude with concise gracious statement
to (leave) open the door to future business
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T her e ar e mor e than four t ypes.
`oug we ve c ec e e
E njoy wr i t ing!
JKF EDUCATIONAL CONSULTANT
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