Common Types of Business Letters

COMMON TYPES OF BUSINESS LETTERS

Jocelyn I. Bartolata

THE PROCESS OF WRITING LETTERS

I. Planning the Letter Determine the objective – must it

report information? Acknowledge order? Ask for something? Request payment of a bill? Evaluate an applicant? Or what?

Predict the reader’s likely reaction to your objective – will that be positive? Negative? Or somewhere in between?


II. Gathering and Collecting the Facts▪ In a business situation, this means getting

past correspondence; consulting with other employees; getting sales records, warranties, product descriptions and inventory records.

THE PROCESS OF WRITING LETTERSIII. Analyzing and Organizing Information

Direct Order – getting to the objective right away at the beginning; no need for opening explanations or introductory remarks

Indirect Order – getting to the objective only after preparing the reader to receive it; requires a skillful use of strategy and word choice


IV. Writing the Letter This includes choosing words the

reader understands, constructing sentences that present their contents clearly, using words that create the right effect.

The end product of this effort is the first draft.


V. Rewriting your Work Review your work Revise it

* Did you use the right word? Would another be more precise? Is there a better, more concise way of saying it? Did you say what you mean? Could someone read other meanings into your words? Is your organization the best for the situation?


VI. Editing and Presenting the Final Document

Construct the final draft*Look for errors in spelling, punctuation and grammar; determine that the format is appropriate*Make certain that the final letter represents your very best standards.

ROUTINE INQUIRIES

Routine Inquiries are letters that ask for information and are among the most common because businesses cooperate by exchanging information.

Write in the direct order because it saves time and it gets right down to business without delaying information or description.

HOW TO WRITE ROUTINE INQUIRIES1. Begin with the objective – As your objective

is to ask for information, start with a question. It moves fast and commands attention.Examples:1. Will you please send me test results of Heloise I. Bartolata, Examinee No. 5 in the 2006 Kindergarten QualifyingTest? 2.Will you please answer the following questions about your 2010 summer offerings for kids?

HOW TO WRITE ROUTINE INQUIRIES2. Inform and explain adequately (whenever

it fits!) – If you do not explain enough, you make the reader’s task difficult.Examples:1. Heloise I. Bartolata failed in the examination and we would like to know which areas she needs to improve on.2. We are looking for less-physical activities that will run from April-May only.

HOW TO WRITE ROUTINE INQUIRIES

3. Structure the questions – If you must ask a number of questions, consider the organization. How?

Make each question a separate sentence with a bullet Give a question a separate paragraph, if the question

and the explanation justify a paragraph Order or rank questions with numbers, that is using

words as first, second, third; numerals as 1,2,3; or letters a, b,c.

Note: Do not just hint, ask directly.

HOW TO WRITE ROUTINE INQUIRIES4. End with a goodwill

End with some appropriate, friendly comments. Ending abruptly registers negative meanings in the reader’s mind. The facts of the case determine how you will end it, but use words selected specifically for that one case NOT such general closes as: “ A prompt reply will be appreciated;” Thank you in advance for your answer;” etc.

If the details on your school’s summer offerings arrive before April, I will be very thankful.

INQUIRY EXAMPLESWe have seen your , advertisement for a 120-acre tract on the Mississippi River in the July 1 Wall Street Journal. In reply, we are writing you for additional information concerning said property.

We would be pleased to know the depth of frontage on the river, quality of drainage, including high and low elevations, and the availability of public roads to the property.

If the information you supply us is favorable to our needs, we will be pleased to inspect the property. Hoping to hear from you by return mail, I am.

Will you please answer the following questions about the 120-acre tract you advertised in the July 1 Wall Street Journal? We are seeking such a site for a new plant, and it appears that your property could meet our needs.

1. How deep is the frontage on the river at its shallowest and deepest points?

2. What are the drainage conditions of the land? A written description of the terrain should answer this question. Please include a contour map showing elevations.

3. What is the composition and condition of the existing access road?

If your answers indicate that the site meets our needs, we will want to inspect the property. As we must move fast on the building project, may I have your answers soon?

Exercise Assume that you are the president of the

Society of English Majors. Write a letter of inquiry to Powerbunch Group of Experts, headed by Dr. Jocelyn I. Bartolata (Chief Operating Officer), with address @ Phase 1, Teachers’ Village, Washington Drive, Legazpi City. Inquire about teambuilding activities which they may facilitate for the group. Ask pertinent questions. You may supply/concoct other details. Observe the 8 C’s. Choose your own letter format.

Exercise

Exchange papers with a partner. Assume that you are Dr. Jocelyn I. Bartolata. Prepare a routine response to the inquiry.

ROUTINE RESPONSE LETTERSRoutine response letters consist of replies to

inquiries from customers seeking information about your products and services. Specifically they ask questions about your products, credit terms, prices, discounts, etc.

When you write letters that answer inquiries favorably, your primary goal is to tell your readers what they want to know.

As their reactions to this goal will be favorable, you should use the direct order

HOW TO WRITE ROUTINE RESPONSE LETTERS

1. Begin with the answerWhen a response involves

answering a single question, begin by answering that question. When it involves answering two or more questions, begin by answering one of them – preferably the most important.

Ex. Yes, Chem-Treat will prevent mildew if used according to instructions.

HOW TO WRITE ROUTINE RESPONSE LETTERSAn alternative possibility is to begin by stating

that you are complying with their request.

Examples:

The following information should tell you what you need to know about Chem-Treat.

Here are the answers to your questions about Chem-Treat.

HOW TO WRITE ROUTINE RESPONSE LETTERS Overworked:

Your April 3 inquiry has been received…

I am writing in response to your letter…

Thank you for your April 7 inquiry

Remember: do not delay getting to the objective of the letter.

HOW TO WRITE ROUTINE RESPONSE LETTERS2. Identify the correspondence being answered

This identification information is useful for filing purposes. It also helps the reader recall or find the letter being answered.

* Use a subject lineExample:Subject: Your April 3 inquiry about Chem-Treat

*Refer to it in the text of your letter, only incidentally like “as requested in your April 3 letter…”

HOW TO WRITE ROUTINE RESPONSE LETTERS3. Logically arrange the answers

• If you are answering one question, you answer it as completely as the situation requires

• If answering 2 or more questions, answer the questions in the order your reader used in asking them

• You may number your answers if the questions are numbered or arrange answers by paragraphs so that each stands out clearly.

HOW TO WRITE ROUTINE RESPONSE LETTERS4. Skillfully handle negatives

*Emphasize favorable responses; subordinate unfavorable responses

* Place favorable responses at beginnings and ends; bad news in secondary positions

*Give less space for bad news and more for good news

*Use pleasant and happy words

HOW TO WRITE ROUTINE RESPONSE LETTERS5. Consider extras

Extras are things you say and do but are not necessarily required. Examples are comments or questions showing an interest in the reader’s problem, some additional information that may prove valuable, and a suggestion for use of the information supplied. Such extras frequently make the difference between success and failure in the goodwill effort.

6. Be cordial in closing

End routine responses with friendly, cordial words that make clear your willing attitude. As much as practical, your words should be adapted to the one case.

HOW TO WRITE ROUTINE RESPONSE LETTERS

Examples:1. If I can give you any more of the information you need for your study of executive behavior, please write me. I wish you the best of luck on the project.

2. If I can help you further in deciding whether Chem-Treat will meet your needs, please write me again.

Note: Both examples close with an offer of further help. It also signals that all concerns have been addressed but the writer is willing to go a little extra if needed.

ILLUSTRATIVE CASE

Is the paint really mildewproof? Do you have evidence of results? Do you guarantee results? Is the paint safe? How much does a gallon cost? Will one coat do the job?

EXAMPLE 1

I have received your April 3 letter, in which you inquired about our Chem-Treat paint. I want you to know that we appreciate your interest and will welcome your business.

In response to your question about how many coats are needed to cover new surfaces, I regret to report that two are usually required. The paint is mildew proof. We do guarantee it. It has been well tested in our laboratories. It is safe to use as directed.

Hoping to hear from you again, I remain.

EXAMPLE 2 Subject: Your April 3 inquiry about Chem-Treat

Yes, Chem-Treat paint will prevent mildew or we will give you back your money. We know it works because we have tested it under all common conditions. In every case, it proved successful.

When you carefully follow the directions on each can, Chem-Treat paint is guaranteed safe. As the directions state, you should use Chem-Treat only in a well-ventilated room – never in a closed, unvented area.

One gallon of Chem-Treat is usually enough for one-coat coverage of 500 square feet of previously painted surface. For the best results on new surfaces, you will want to apply two coats. For such surfaces, you should figure about 200 square feet per gallon for a good heavy coating that will give you the five years or more of beautiful protection.

We sincerely appreciate your interest in Chem-Treat, Ms. Motley. We know that you’ll enjoy the long lasting beauty of this mildewproof paint.

CLAIM LETTERS Claim letter calls to attention of those responsible

something that goes wrong in the transaction between a business and a customer. It is usually written by the offended party.

Ex. The English department receives LCD projectors not in accordance with the specifications.

Claim situations are bad-news situations. Goods have been damaged or lost, a product has failed to perform, or service has been bad. The situation is unhappy for both writer and reader.

HOW TO WRITE CLAIM LETTERSI. Begin directly. Tell what is wrong.

Note: When the news is bad, a letter in the indirect order is usually appropriate; but claim letters are exceptions, because:1. Most business people want to please their customers; they also need feedback so they can adjust. Thus, you do not need to persuade the reader or to break the news gently;2. Directness lends strength to the claim; beginning with the claim emphasizes it and shows the writer’s confidence in reporting it.

HOW TO WRITE CLAIM LETTERSII. Identify the situation (invoice number, product

information, etc.) in the text or in a subject line.Tell your reader what the claim is about.

1. You will want to know that the Canon LCD projector, Model E, Serial number 12345 which you delivered February 18, 2011 does not comply with the specifications we sent.2. Subject: Non-compliance with required specifications of Canon LCD, Model E, Serial Umber 12345, Invoice No. 6789 dated February 18, 2011

HOW TO WRITE CLAIM LETTERSIII. Present facts to permit a decision

If the subject line does not cover some details of identification, work these into your letter near the beginning.

In some instances, you may also choose to explain the problem. It strengthens the claim.

Ex. 1. The contents of 8 of the 11 cartons of Sea Mist cologne were broken on arrival and could not be used for our advertising promotion.

2. The Model H Freezer (Serial No. 71312) that we purchased from you last September suddenly quit working, ruining P500,000 worth of frozen foods in the process

HOW TO WRITE CLAIM LETTERSIn explaining the facts, be straightforward and objective

as you can. You will need to tell your reader what went wrong, what evidence you have and what the damage is.

Choose your words carefully. Words that accuse or imply distrust might work against the claim.

Angry and accusing words tend to put the reader on the defensive and to arouse resistance which reduces your chance of getting a good settlement.

Words must be a mixture of firmness and courtesy.

HOW TO WRITE CLAIM LETTERSIV. Seek corrective action

After proving your claim, move to the handling of the claim.

1. State what you want the reader to do. Perhaps you want your money returned, or new merchandise, or free repairs.

Ex. As we are under orders from the fire marshal to have this equipment in our plant by Monday, please get the 24 replacement units to us by that date. Also, will you please instruct us what to do with the defective units?

HOW TO WRITE CLAIM LETTERS2. When you know that your reader has a

favorable reputation, you may wish to let the reader decide what to do, but suggest solutions/choices.

Ex. As the product has not lived up to the warranty, we ask that you replace the Kota-Tuff with a more suitable carpeting. If you are unable to find a satisfactory carpeting, we request a refund of the full purchase price, including installation.

HOW TO WRITE CLAIM LETTERSV. End positively – friendly but firm

Your final friendly words should remove all doubt about your cordial attitude. For added strength, you could express appreciation for what you seek. This suggestion does not support timeworn “Thanking you in advance…” Instead, say something like: “I would be grateful if you could get the new merchandise to me in time for my Friday sale.”

EXAMPLE 1

As your records will show, on December 7, we ordered 24 Fireboy extinguishers (our Order No.7135). The units were shipped to us by Red Arrow Freight (Your Invoice No.715C) and arrived at our loading docks December 15.

At the time of delivery, our shipping and receiving supervisor noticed that all the boxes were soaked with fluid. Further inspection showed that your workers had been negligent in checking the cap screws. As a result of their negligence, acid leaked and destroyed the chrome finish on all the units.

It is hard for me to understand a shipping system that permits such errors to take place. Further, we want these damaged units taken off our hands and replaced with good ones. Because we will be inspected by the fire marshal Monday, we further insist that the replacements reach us by that date.

EXAMPLE 2Subject: Acid leakage of Fireboy extinguishers your Invoice No. 715C

The condition of the 24 Fireboy extinguishers received today has affected their ability to function.

At the time of delivery, the condition of your shipment was called to the attention of the Red Arrow Freight company driver by our shipping and receiving supervisor. Upon inspection, we found all the boxes thoroughly soaked with fluid. Further investigation revealed that at least six of the extinguishers had leaked acid from the cap screws. As a result, the chrome finish of all the units had been badly damaged.

As we are under orders from the fire marshal to have this equipment in our plant by Monday, please get the 24 replacement units to us by that date. Also, will you please instruct us what to do with the defective units?

I am aware of course that situations like this will occur in spite of all precautions. And I am confident that you will replace the extinguishers with your usual courtesy.

ORDER LETTERS

As most orders are now placed orally or made on order forms, order letters are not often written. But when you write one, follow a plan.

HOW TO WRITE ORDER LETTERS

1. Begin directly, with clear authorization

You should begin the letter directly with clear authorization to ship the goods. You have no reason to begin otherwise. The news is good for the order means profit to the reader. Your first main words must be: “Please send me…” NOT “I am in need of…” or “I would like to have…”


2. Systematically and consistently arrange items with identifying facts (number, units, catalog number, name, description points, unit price, total price). Organize by using tables.


3. Cover shipping instructions and manner of payment

You need to give shipping instruction and information regarding payment (charge, cash, COD). You may work some of this information in the beginning, and include the remainder in the closing.


Ex. Please send me the supplies listed below by prepaid parcel post at the address above. I am ordering from your September 7 price list.

Please charge the amount to me on the usual monthly terms.


4. End with a goodwill comment

End with friendly words. Again, make it fit that one case.

Ex. As our supplies are nearly depleted, I will appreciate any rush service you can give.

EXAMPLESInformation I have indicates that your company is the publisher of three books I would like for my personal library. I would sincerely appreciate it if you would be so kind as to send them to me. They are as follows:

Basis Management, price $16.95, by Alonzo Bevins, 1 copy.Clear Writing for Business, price $11.9, by Mildred Knauht, 1 copy.Managing Organizations, 2 copies, by Hugo W. Bass, price $15.95.

I have enclosed a check in the amount of $60.80. I will pay any additional charges.

Please send me the following books:

1 copy Alonzo Bevins, Basic Management, 2nd ed., 1992 @ 16.95…$16.95

1 copy Mildred Knauth, ClearWriting for Business, 1993 @11.95…..$11.95

2 copies, Hugo W. Bass, ManagingOrganizations, 3rd ed., 1993, @ $15.95…………………………………….$31.90

Total……………………………………………$60.80

The enclosed check for $60.80 covers your 2011

list prices for the books. If prices have increased

and/or if I owe shipping charges or sales taxes, please bill me for the additional amount. Or if you prefer, I will pay on delivery.

I will appreciate your promptness in handling this order.

Exercise 1

Assume that, right now, you are encountering a problem with one of your professors, and you want to address it through the English Department. You are certain that your claims are valid. Write a claim letter presenting enough facts to allow the chair to make a decision. Apply all principles learned in business communication.

Education

Common Types of Business Letters