1.3. Types of Business Correspondence 1.3.1.

Career related Correspondence The Application Letter The application letter, also known as the cover letter, constitutes, together with the resume, the so called "job package." The application letter precedes the resume, its role being to draw a clear connection between the job you are seeking and your qualifications listed in the resume. However, the application letter is not a lengthy summary of the resume, but selectively mentions information in the latter, as appropriate. According to the amount and kind of information they contain, application letters can be: * Objective letters, which briefly identify the position being sought, indicate an interest in having an interview, and call attention to the fact that the resume is attached. They also mention any other special matters that are not included on the resume, such as dates and times when you are available to come in for an interview. * Highlight letters, which summarize the key information from the resume, meant to emphasize that you are a good candidate for the job. In other words, they select the best information from the resume and summarize it, being especially designed to make the connection with the specific job. The common sections of an application letter are the following: The introductory paragraph. The first paragraph of the application letter is the most important, as it sets up the tone, the focus, as well as your most important

qualification. In the introductory paragraph of your application letter, no more than 5 6 lines long, you should: State the purpose of the letter to inquire about an employment opportunity; Indicate the source of your information about the job newspaper advertisement, a personal contact, or other; State one eye-catching, attention-getting thing about yourself in relation to the job or to the employer that will cause the reader to continue the reading. The main body paragraphs. In the main parts of the application letter, you present your work experience, education, training, whatever makes that connection between you and the job you are seeking. Your main interest at this point is to point out the match between your qualifications and the requirements for the job. There are two common ways to present this information: * The functional approach, which presents education in one section, and work experience in the other. Whichever of these sections contains the information that advantages you most should come first, after the introduction. * The thematic approach, which divides experience and education into groups such as "management," "technical," "financial," and so on and then discusses your work and education related to them in separate paragraphs. Remember that you should organize the letter thematically or functionally according to your resume. The main body of the application letter also points out your career objectives. A paragraph like this is particularly good for people just starting their careers, when there is not much to put in the letter. The closing paragraph. In the last paragraph of the application letter, you can indicate how the prospective

employer can get in touch with you and when are the best times for an interview. This is the place to urge that prospective employer to contact you to arrange an interview. Useful key phrases When responding to an advertised job: * I am writing to you in response to your advertisement for... * As you can see from my enclosed resume, my experience and qualifications match this position's requirements. * I would like to point out... * During ...., I improved (furthered, extended, etc.) my knowledge of... * I look forward to an opportunity to speak with you in person/personally When requesting a position: * Please accept this letter as an expression of interest in the position of... * I have enclosed a copy of my resume for your review. * ...and believe I possess the right combination of....skills. * My current position .... has provided the opportunity to ... * I would welcome the opportunity to personally discuss my potential contributions to your company with you. * I look forward to your reply. In order to write an effective application letter, you should have in view the following aspects: * Readability and white space. Avoid dense paragraphs of over 8 lines, and make sure there are comfortable 1-inch

to 1.5-inch margins, as well as adequate spacing between paragraphs and the components of the letter; * Page fill. Place the letter on the page neatly, not crammed at the top one-half of the page, or spilling over to a second page by only three or four lines; * General neatness, professional-looking quality. The letter should be printed on good quality paper, free of smudges and erasures; * Proper use of the business-letter format; * Overt, direct indication of the connection between your background and the requirements of the job; * A positive tone. Avoid sounding overly aggressive and over-confident, or, on the contrary, overly reserved, and indifferent; * A good introduction. The introduction should establish the purpose of the letter, not by diving directly into the details of your work and educational experience, but presenting one compelling detail about yourself that will cause the reader to keep reading; * A good balance between brevity and details . Avoid becoming too detailed, as well as the other extreme of being so general that you could refer to practically anybody; * Lots of specifics. Present plenty of specific details without making the letter too densely detailed. Concentrate on factual details (numbers, dates, proper names) that make you stand out as an individual; * Correct grammar, spelling, and vocabulary.

Samples of application/cover letters *Sample 1 7 Apple Court Eugene, OR 97401 503-555-0303 Mr. John Smith California Investments, Inc. 25 Sacramento Street San Francisco, CA 94102

Dear Mr.Smith, My outgoing personality, my sales experience, and my recently completed education make me a strong candidate for a position as an insurance broker for California Investments, Inc. I recently graduated from the University of Oregon with a degree in marketing, where I was president of both the Future Business Leaders of America and the American Marketing Association. Although a recent graduate, I am not a typical new graduate. I attended school in Michigan, Arizona, and

Oregon. And I've put myself through these schools by working such jobs as radio advertising sales, newspaper subscription sales, and bartending, all of which enhanced my formal education. I have the maturity, skills, and abilities to embark on a career in insurance brokering, and I'd like to do this in California, my home state. I will be in California at the end of this month, and I'd like very much to talk with you concerning a position at California Investments. I will follow up this letter with a phone call to see if I can arrange a time to meet with you. Thank you for your time and consideration. Sincerely, Mark Spencer *Sample 2 2520 Vista Avenue Olympia, Washington 98501 April 19, 2001 Mr. John Smith, Personnel Manager Importers Inc. 587 Lilly Road

Dear Mr. Smith: I am writing to you in response to your advertisement for a Legal Assistant specializing in Port Regulatory Law, which appeared in the Seattle Times on Sunday, June 15. As you can see from my enclosed resume, my experience and qualifications match this position's requirements. I especially would like to point out that I graduated Cum Laude from The University of Tacoma and was hired directly upon graduation due to my expertise in port authority regulations. During the four years that I worked for Shoreman and Co., I furthered deepened my knowledge of the fast changing regulatory laws in our state. My employer also thought highly enough of my abilities to promote me to head legal researcher after my first year of employment. I look forward to an opportunity to personally discuss the position with you. I will call you within the next five days to arrange an interview. Sincerely, Mark Spencer *Sample 3

2520 Vista Avenue

Olympia, Washington 98501

April 19, 2001 Mr. John Smith, Personnel Manager Importers Inc. 587 Lilly Road Dear Mr. Smith: Please accept this letter as an expression of interest in the position of Areas Sales Manager I have enclosed a copy of my resume for your review. I am familiar with the requirements for success in the Sales profession and believe I possess the right combination of marketing and management skills. My current position coordinating two local area sales teams has provided the opportunity to work in a highpressure, team environment, where it is essential to be able to work closely with my colleagues in order to meet sales deadlines. Thank you for your time and consideration. I would welcome the opportunity to personally discuss my potential contributions to your company with you. Please telephone me at (360) 352-0259 after 4.00 p.m. to suggest a time that we may meet. I look forward to your reply. Sincerely, Mark Spencer

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 The follow up letter A follow up letter is often synonymous with a thank you letter, but it is actually a little different. In the job search process, a follow up letter is sent to a potential employer after you initially send your resume for review or after you have initially made contact with a company. Thank you letters are sent after the interview. By today's standards the follow up letter can either be in printed form or simple text in the body of an email message. The purpose of the follow up letter is to reiterate your interest in the job. This is also helpful to encourage employer response. Although this letter is not as critical as a cover letter, it can be a helpful tool in a job search campaign. Its a good idea to send a follow up letter if you have not heard from the company within 1-2 weeks after resume submission or contact. If the company states a deadline for resume submissions in the job description, wait a few days after the closing dates before you send the follow up letter. The follow up letter should follow the same format and consistency of the cover letter. Your introduction will mention either your initial resume submission or a previous conversation regarding the position. It should include a few key points that make you qualified for the position. Close the letter with an invitation to contact along with contact information. The ideal follow up letter will be short, concise and to the point, generally with less content than a cover letter. Samples of follow up letters *Sample 1: Follow-up letter to telephone conversation

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30 Academy Road Blacksburg, VA 24060 (540) 555-3333 mnop@vt.edu February 1, 2005 Ms. Jane Roberts United Way 2300 E. Broad Street Richmond, VA 23219

Dear Ms. Roberts: Thank you for talking with me on Wednesday in response to my inquiry about summer internship possibilities in social services in the Richmond area. After speaking with you and another Virginia Tech alumnus whose name I obtained through VT CareerLink at Career Services, I think I am much better prepared to pursue internship opportunities. On your advice, I have updated my resume, emphasizing my recent hotline volunteer activities. A copy is enclosed for you. I also plan to contact Deborah Warren as you suggested, and appreciate your giving me her name. Thank you for inviting me to visit your office. I will be in Richmond during spring break, so I will call your office two weeks prior to see if it would be convenient to schedule a visit.

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Again, thank you so much for your help and advice. I look forward to meeting with you in March. Sincerely, (handwritten signature) Miriam Jones *Sample 2: Follow-up to personal contact 909 Prices Fork Road Blacksburg, VA 24060 (540) 555-1111 abcde@vt.edu December 1, 2004 Ms. Mary Jones 30 Locke Lane Richmond, VA 23219 Dear Ms. Joness: Thank you so much for your time and advice during my visit to your office last week. I very much appreciate your inviting me to visit since this was my first experience seeing the hands-on work which takes place in a design department. I learned a great deal, and hope to share what I learned with members of our student chapter of the American Society of Interior Designers.

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After January, I will be in contact with you again to explore the possibility of arranging a summer internship with your firm. As I mentioned to you when we met, I had an opportunity to work on an intense, four-day interdisciplinary project judged by faculty in which my team received top honors. I gained valuable teamwork, problem-solving and presentation skills and learned to work effectively with students studying to enter different professions. I believe my skills would make me an asset to an organization like yours which often must produce excellent work under tight time constraints. Thank you again for all your help, and I look forward to talking with you in the coming months. Sincerely, (handwritten signature) Charlotte Barnes *Sample 3: Follow up to initial interview 400C Hunter Ridge Blacksburg, VA 24060 (540) 555-1111 boles@vt.edu October 26, 2006 Ms. Helen Martin Human Resources Manager Fashion Department Store 2000 Line Drive

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Fairfax, VA 22030 Dear Ms. Martin: I enjoyed interviewing with you during your recruiting visit to Virginia Tech on October 25. The management trainee program you outlined sounds both challenging and rewarding and I look forward to your decision concerning an on-site visit. As mentioned during the interview, I will be graduating in December with a Bachelors degree in Fashion Merchandising. Through my education and experience Ive gained many skills, as well as an understanding of retailing concepts and dealing with the general public. I have worked seven years in the retail industry in various positions from Salesclerk to Assistant Department Manager. I think my education and work experience would complement Fashions management trainee program. I have enclosed a copy of my college transcript and a list of references that you requested. Thank you again for the opportunity to interview with Fashion Department Store. The interview served to reinforce my strong interest in becoming a part of your management team. I can be reached at (540) 555-1111 or by email at boles@vt.edu should you need additional information. Sincerely, (handwritten signature)

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Mary Jones The Resume (The CV) 1.Definition and Design A resume/ curriculum vitae is a selective record of a persons background, basically containing such details as educational history, work experience, certifications and abilities, which is sent, sometimes accompanied by an application letter, to potential employers when seeking job interviews. The essential characteristics of a competitive resume are readability, effective design, and adaptation to audience expectations. A well designed resume contains three sections: the heading, the body, and the conclusion. Each of these sections has fairly common contents. The heading is the top third of the resume that contains your name, phone numbers, address, and other details such as your occupation, titles, and so on. Headings can also contain a goals and objectives subsection and a highlights subsection. The body is the middle section, taking up a half or more of the total space of the resume. In this section, you present the details of your work, education, and military experience. This information is arranged in reverse chronological order. In the body section, you also include your accomplishments: publications, certifications, and equipment you are familiar with. As we are going to see in the following subsection, this information can be divided either chronologically (into separate sections for work experience and education), or functionally/thematically

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(into separate sections for the different areas of your experience and education). The conclusion is the final third or quarter of the resume, presenting other related information on your background, such as activities, professional associations, memberships, hobbies, and interests. At the bottom of the resume, you should write "REFERENCES AVAILABLE ON REQUEST" and the date of preparation of the resume. There are two main criteria according to which resume designs are classified. 1. According to how information on work and educational experience is organized, there is the functional design, and the thematic design. * The functional design starts with a heading; then presents either education or work experience, whichever is stronger or more relevant; then presents the other of these two sections; and ends with a section on skills and certifications and one on personal information. Students who have not yet begun their careers often find this design the best for their purposes. * The thematic design divides your experience and education into categories such as project management, budgetary planning, financial tracking, personnel management, customer sales, technical support, publications whichever areas describe your experience. Often, these categories are based directly on typical or specific employment advertisements. and bookkeeping courses you took in college, the seminars on Lotus 123 or EXCEL you took, and the jobs where you actually used these skills. 2. According to the amount and kind of information they present, resumes can be:

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* Objective resumes that just provide dates, names, titles, and no qualitative information. These are very brief and terse resumes, and they are generally avoided. This style is useful only in resumes that use the thematic approach, which is ambiguous about the history of employment, or that emphasize the highlights section. * Detailed resumes provide not only dates, titles, and names, but also details about your responsibilities and statements about the quality and effectiveness of your work. This is the type most widely used by applicants. General Layout and Detail Formats in Resumes No matter what writing techniques or design you choose, the compulsory elements to be included in your resume are: * Occupation, position, job title; * Company or organization name; * Time period you worked there; * Key details about your accomplishments and responsibilities while working there. The planning, writing, and reviewing your resume, should take into account the following points: * Readability. Avoid dense paragraphs over 6 lines. * White space. Find ways to incorporate more white space in the margins and between sections of the resume and avoid cramming the text on the page in order to facilitate reading. * Special format. Make sure that you use special format consistently throughout the resume. * Terse writing style. This writing style is advisable up to a point, as length is generally an issue in resume writing, where there is the challenge to get the content on one page, or maximum two if there is a lot of information to present.

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Instead of writing: I supervised a team of five technicians, write: Supervised a team of five technicians. However, don't leave out normal words such as articles. * Special typography. Use special typography, but without exaggerations. Resumes are documents in which you can use such word-processing features as bold, italics, different fonts, and different type sizes. However, remember that too much fancy typography can be distracting and make people think you are hyperactive. * Page fill. Do everything you can to make your resume fill out one full page and to keep it from spilling over by 4 or 5 lines to a second page. If you need a two-page resume, see that the second page is full or nearly full. * Clarity of boundary lines between major sections . Design and format your resume so that the main sections are noticeable, whereas the individual segments of work experience or education are distinct and separate from each other. To this purpose, resort to well-defined headings and white space. * Reverse chronological order. Remember to list your education and work-experience items starting with the current or most recent and working backwards in time. * Consistency of bold, italics, different type size, caps, other typographical special effects. Also, avoid all-caps text because it's less readable. * Consistency of phrasing. Use the same style of phrasing for similar information in a resume. For example, keep past tense verbs for all work descriptions. * Consistency of punctuation style. For similar sections of information use the same kind of punctuation for example, periods, commas, colons, or nothing.

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* Translations for "inside" information. Don't assume readers will know what certain abbreviations, acronyms, or symbols mean, and take time to describe the organizations you are a member of. * Grammar, spelling, usage. These should be carefully checked, as errors of this kind make the worst impression possible, and can seriously affect the competitiveness of your resume. Once all these problems are solved, it's time to produce the final copy the one that goes to the prospective employer. This is the time to take every step of to produce a professional-looking resume. The first two steps are to choose paper of good quality and use a good printer. Although some people feel tempted to use colored paper to catch the readers attention, remember that white paper is the safest, and the most professional. 2. Basic Resume Formats The resume is a primary tool in finding a good job. The first and the most important step in writing a competitive resume is selecting its format. Choosing the right resume format is a major strategic decision, as it has a decisive impact on the receptivity of your potential employers. According to its overall structure, the resume can appear under three basic formats: The Chronological Format. The primary organizing principle for this format is your employment record. The merits of this format is that it accentuates your formal qualifications for the work you are seeking. Therefore, it is appropriate for directly qualified candidates,

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who can offer a record of clearly pertinent, often increasingly responsible experiences, by emphasizing a variety of job challenges is. Recruiters are accustomed to, and often prefer, such a traditional format, finding it familiar, straightforward and easy to use when making preliminary decisions of inclusion and exclusion. There are also several drawbacks of this format. For instance, in the case of candidates who are starting or changing a career, this format emphasizes the lack of direct in the targeted career area. It spotlights gaps in employment and time periods elapsed since certain qualifying experiences, being a somewhat dry enumeration of job responsibilities, rather than accenting accomplishments on the job. Consequently, the chronological format is particularly effective for people with clear-cut qualifications, who are continuing or advancing in a particular career direction. This format can be productive if you cite relevant skills and tasks that support your objective . In a chronological resume you have to list your job experience in date order, starting with the most recent first. The sections of a chronological resume are: * Personal Details: name, phone, email address, postal address. * Personal Profile or Job Objective: This section defines your career objectives in about three lines. * Career & Related Accomplishments: This section contains a summary of your resume, stressing your achievements and value to the company. Keywords and action verbs should be used here to create a dynamic and impressive message.

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* Work Experience: This is the section that includes all your work related experience, even if wasn't directly employment based. Here, you should focus on the benefits the organization had when you were employed there, avoiding the use of padding. The kind of details your work experience should include: the position held, the date the employment started/ finished and any achievements gained. Use action verbs and keywords when describing your experience. When using this format you'll need to highlight job experience, especially when applying for work with traditional companies or when you held an impressive position. * Education: If you have work experience, place this section just below it. If you have just graduated and have no work experience, place this section first in your chronological resume. Include the schools you have attended and list any degrees, diplomas, majors, minors, honors and awards you achieved. * Professional Affiliations & Interest: Only include this section if there is enough space on your resume. If you are a member of any professional organizations, list them here. * References: This is where you write: References (are) available on request, without including the reference contact details.

* Sample of chronological resume JANICE BROWN 678 Rapid Falls Drive River City, CA 91000

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(312) 555-6210 e-mail: jbrown@xxxxxxxx.net OBJECTIVE: Position as a receptionist for a company in need of my two years experience as a reliable, personable receptionist. WORK EXPERIENCE: 1999 Present: Receptionist ABC Company, River City, California Employed as the lead receptionist for an advertising firm. * Greeted visitors * Answered telephones * Delivered messages *Scheduledappointments * Provided information about company services * Prepared letters and forms using Word Perfect and Excel 97 software packages 1997 1999: Clerk Typist Ace Automotive, River City, California Employed in the billing office of an automotive repair shop. * Answered telephones * Typed forms * Processed mail * Maintained filing system

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1994 1997: General Office Clerk Lincoln School, River City, California Worked as a volunteer school office assistant. * Greeted students and parents * Answered telephones * Filed documents EDUCATION: Washington Heights High School, River City, California. High School diploma with emphasis in business education. MEMBER: National Honor Society References available on request The Functional Format. The primary organizing principles of this format are your key skills, knowledge and related accomplishments, supported by relevant examples. Functional resumes are best used in situations where specific skills and accomplishments gained through experience or academic qualifications will demonstrate the candidate's competency. Your skills should be listed in order of their importance. The merits of this format are that it provides an opportunity to establish the transferability of skills and accomplishments for candidates who are starting or changing a career, pointing out their ability to function in a

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new situation, which the conventional resume format dilutes or contradicts. This format widens the scope of informal experiences supportive of your career objective, including special projects, internships, community service and relevant hobbies. Its drawbacks primarily concern directly qualified candidates with a linear progression path, this format challenges the standard presentation of personal strengths. Executive recruiters and other employment professionals prefer a job-by-job description to trace with clarity exactly what has been done, where and when. Some employers assume that this format hides background information of importance. In a purely functional resume, key time/space anchors that employers expect are not given. This information can be essential to credibility. Therefore the functional format is particularly effective and highly recommended for people without direct experience in the area of their career objective. The functional resume is ideal when you're looking for a complete career change, or for students who have no previous work experience and are applying for their first job. Avoid the functional resume when you are applying for traditional jobs, especially positions within government or institutions. A functional resume contains: * Personal Details: your name, surname, postal address, email address, contact phone numbers. * Career Objective: A definition of your career objective in no more than three lines. * Professional Experience: This is the most important section of a professional resume. This section should list your key skills along with proof of how you gained these

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skills. For example, if one of your skills is event organization, list the events and conventions you have organized. * Work Experience (optional): This section contains a list of previous jobs, also including unpaid or voluntary work. It is optional, as your work history isn't strictly required in a functional resume If you work history is irregular, there may well be more disadvantages than benefits by listing it, in which case, it is advisable to skip this part. If you decide to provide this information as well, include: year start - year finish, job title, name of organization, job description in each of your work history items. * Professional Affiliations: This section lists any relevant, active professional affiliations * Education: Here you should include the highest qualification you gained and any special courses that you think will help you secure the position. * Awards: Any awards relevant for the pursued position. * Sample of functional resume William E. Dacotua 2222 SW 22nd Street Portland, OR 97204 (503) 555-2222 Objective: Entry Level Architectural Drafting/Design Highlights of Qualifications * Strong CAD skills

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* Experience in many areas of light construction * Ability to turn general ideas into drawings * Enjoy working with clients to develop suitable designs Skills & Accomplishments Drafting * Create full sets of working drawings using AutoCAD (13, 14) and board tools * Layout of electrical and plumbing systems * Calculate and dimension structural members * Interpret blueprints Design * Create and redesign residential and light commercial plans using client profiles and flow diagrams * Draw perspectives, isometric and freehand sketches * Build models Technical * Develop specifications and cost estimates * Sight survey for elevations and contours Work Experience - Architectural Drafting Intern, Designatech Plan Service, Portland, OR, 1998 - General Construction, Various Construction Companies, Summers 1994 - 1997 Education A.A.S. in Architectural Drafting, Portland Community College, June, 1998

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Graduate, Benson High School, Drafting Studies, June 1995 References and Portfolio Available on Request The Combination Format This format is the most widely used, since it eliminates the inherent drawbacks of both the chronological and functional formats used in their pure forms and blends the best elements of each. The pure chronological resume is too mundane, being actually a bland work autobiography, and tends not to be persuasive about personal qualifications. On the other hand, the pure functional resume is too freefloating and provides a unverifiable information about the applicants abilities. This type of format is a good tool to use when you need to focus on your accomplishments as well as listing your work history in chronological order. The major sections of the combination resume are: * Professional Objectives * Education * Work Experience This format is generally used in targeted resumes, when you have a clear idea of the job you are applying for, as well as of its requirements. This kind of resume is to be used once only and for a particular job vacancy. *Sample 1 (targeted) JOSEPH TYLER 2015 North Fillmore Nixa, Missouri 65714

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Home: (417) 123-4567 Work: (417) 765-4321 OBJECTIVE: Seeking a sales position representing Bass Pro Shops at regional conferences. PROFESSIONAL SKILLS AND EXPERIENCE Merchandising, Sales, and Promotional: * Demonstrate/sell products to hotels, motels, restaurants, and residential care homes. * Conceptualized, organized, and conducted Missouris First Annual Motel/Hotel Trade Show for buds Clubs, March 1994 at Table Rock Lake. * Promote product lines and achieve marketing goals by effective time management. * Consistently recognized as leading salesperson for membership/merchandising sales. * Proven planner, organizer, and conductor of state and regional trade shows.

Management and Administrative: * Owned and operated restaurant and lounge; responsible for ordering, inventory, sales, cash management, advertising, promotions, and personnel management. * Responsible for all aspects of store management including advertising, pricing, inventory control, ordering, purchasing, promotion, and personnel management.

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* Taught junior and senior high school courses in Life Sciences, Physical Science, General Science, Biology, Physics, and Chemistry. Personal/Self Management: * Strong personal initiative; quick learner in mastering job requirements. * Energetic, dedicated professional with record of building strong working relationships achieving exceptional results. * Hard worker; committed to efficient and productive operations. * Flexible; work well as a team member of alone. EDUCATION AND ASSOCIATIONS * Bachelor of Science in Education, Southwest Missouri State University, Springfield, Missouri * Missouri Residential Care Association Missouri Restaurant Association * Springfield Chamber of Commerce Table Rock Area Chamber of Commerce WORK EXPERIENCE * Merchandise Representative, Buds Wholesale Club, Springfield, Missouri, 1990 to pesent * Assistant Wal-Mart Stores, Inc., Springfield, Missouri, 1988 to 1990 * Owner/Manager, Battlefield Restaurant Clever, Missouri, 1982 to 1988

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* Teacher, Rogersville R-IV, Rogersville, Missouri, 1981 to 1983

REFERENCES AVAILABLE UPON REQUEST * Sample 2 (no previous work history) Althea Adams 12 Countryside Drive Summerstown, NH 01234 (432)666-2222 ada1234@aol.com OBJECTIVE: A full- time or internship position in public relations EDUCATION - Bachelor Of Interdisciplinary Studies. Emphasis areas: Business and Communication, December, 2001, Arizona State University, Tempe AZ; overall GPA: 3.6 EXPERIENCE - Social Chairperson, Communication Student AssociationArizona State University Tempe, AZ Spring 2000 - Planned events designed to promote community and relationship building

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- Determined venues for major social events, negotiated pricing, and coordinated event logistics with facility management - New Membership Chairperson, Kappa Kappa Gamma Sorority, Mississippi State College - Oxford, MS Spring 1998-1999 - Planned new membership activities and theme night parties designed to encourage affiliation with the organization. Increased membership by 33% - Taught new and existing members specialized conversation tools including persuasion techniques and nonverbal cues determination to improve interpersonal communication effectiveness - Controlled budget spending and reduced costs by accurately projecting and ordering refreshment needs for new member events - Volunteer/ Co-Chairperson-Donations, Safe Haven Womens Shelter Oxford, MS Spring 1999 - Exceeded fundraising goals by successfully securing donations from local businesses for prize giveaways at fundraising events - Organized fundraisers, assisted with setup and registered guests COMPUTER SKILLS - Filemaker Pro, Microsoft Word, Excel, PowerPoint and Access - Internet and World Wide Web Applications TEAM PROJECTS - Advertising campaign for Rhino Internet Solutions

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- Determined customer base for local internet solutions company and developed campaign devised to increase awareness within this target group - Developed methods to strengthen branding efforts through company logo awareness - Created publicity campaigns for various media including radio, TV, print, and outdoor venues - Provided suggestions to improve customer interaction with publicity activities - Created a survey and polled ASU business students to determine reactions regarding the renaming - Entered results into SPSS data analysis program to find correlation between student reactions and company awareness - Evaluated results with national data and created report detailing findings RELEVANT COURSEWORK - Public Speaking: Developed professional speaking skills through delivering a diversity of both prepared and impromptu speeches to a class of 35. Used Microsoft PowerPoint and Vision graphics in presentations. - Journalism News Writing: Researched articles using personal interviews, Internet sources and other investigative tools. Wrote articles for print media. - Communication and Consumerism: Evaluated political, social, and commercial communication mediums and messages. Assessed more appropriate means for communication given specific circumstances. References available on request

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* Sample 3 (graduate with related degree and nonrelated experience) Althea Adams 12 Countryside Drive Summerstown, NH 01234 (432)666-2222 ada1234@aol.com PROFESSIONAL OBJECTIVE: A position in Human Resources in which I will contribute to corporate profitability and employee growth. EDUCATION - Masters Degree in Human Resource Administration 1991, G.P.A. 3.8 - Graduate School of Business, Rivier College, Nashua, NH - Bachelors Degree in Psychology 1981, G.P.A. 3.8, State University of New York RELATED ACCOMPLISHMENTS - Human Resource Training and Development * Assisted in the design and implementation of three adult technical training programs. * Recruited technical faculty and support staff, facilitated curriculum design, and planned learning objectives based on industry needs, thus guaranteeing trainee job placement. * Initiated task force which developed training programs or counselors and staff of emotionally disturbed children. Worked with management to introduce seminars in passive self-defense, group dynamics and communication skills. - Career Development and Career Planning

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* Designed and executed model career development program for chronically unemployed adults. Presented biweekly classes on job search techniques and acculturation exercises. Upon completion 100% of students obtained employment at their skill level, 70% more than target expectations. * Instituted innovative career development program for at risk youth. Conducted daily workshops on career planning and work skills, stressing group dynamics, conflict resolution and willingness to try new tasks. Eighteen month follow-up revealed over half of participants no long categorized as "at-risk" by school officials. - Benefits and Compensation * Developed formal compensation program for growing firm. Wrote job descriptions and performance appraisal program. Instituted salary surveys. Compensation program helped to locate employment and training needs and decrease turnover by 40%. EMPLOYMENT SUMMARY 1988-1990: Career Development and Placement Specialist, Assistant Project Manager, Northern Essex Community College, Haverhill, MA 01830. 1987-1988: Account Executive, Jolicoeur Publishing Co., Manchester Journal, Salem, NH. 1986 1987: Alcohol and Drug Counselor Student Intern, Mount Auburn Hospital Center for Alcohol and Drug Abuse, Cambridge, MA. 1984-1986: Counselor, Memorial Hospital for Children, Brighton, MA.

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COMPUTER LITERACY * Proficient on IBM and MacIntosh personal computers. * Experience with LOTUS 123, WordPerfect, Aldus PageMaker, MacWrite, MacDraw, and MacPaint. REFERENCES AVAILABLE ON REQUEST 3. Basic Resume Writing Rules 1. Format and style rules. Dos: - print your resume on standard letter size, white or ivory rag paper. - have the resume professionally typed, with plenty of space between paragraphs, and allow for adequate margins. - bold and enlarge your name at the top. - keep the sections lined up and consistent - use an Arial or Times New Roman font (or similar). - If you have a two-page resume, make sure to fill at least half of the second page. - use conventional English, but avoid multi-syllable words. - use short paragraphs - preferably no longer than five lines. - make sure the resume and the cover letter are errorfree. - include your significant contributions at each one of your jobs. - allow the most space to the jobs that are most relevant to the job you are applying for.

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list your activity with professional, trade and civic associations only if they are appropriate. re-read your resume before interview.

Donts: - give reasons for termination or leaving a job on the resume. In almost all cases, the reader can find negative connotations to even the best reason. It is much better to explaining it in person. - take more than two lines to list hobbies, sports and social activities. - use exact dates. Months and years are sufficient. - use the pronoun I. - include your company phone number unless your immediate boss is aware of your departure. - include details about your physical appearance or health, photos, and unrelated hobbies, unless you are an actor/actress or model.. - list your high school or grammar school if you are a college graduate. - state your objectives on your resume unless the resume is targeted to that job or occupation. - use professional jargon unless you are sure the resume will be read by someone who understands it. - provide salary information on the resume. Save it for the interview. If you are required to give that information, reveal it in the cover letter. provide inaccurate information . - use font size smaller than 11pt or larger than 12pt, except for your name and headings. 2. References in your Resume

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A resume reference is a person who can verify your credentials and all or part of the information you have written in your resume. References are usually contacted in the last stages of the job selection procedure, probably after the candidate has attended the first interview. You have to know your references well and be sure that they can give good feedback, to anybody asking questions about your past. Resume references can be * Former teachers or professors * Clients * Former project managers or supervisors * Other contacts from industry associations It is best to check your references before you give them to a potential employer. Resume references have to be able to answer questions on the following subjects : * Professional Conduct / Personal Character * Academic Qualifications * Work Experience o Job titles o Responsibilities o Employment Dates * Communication Skills o Oral o Written * Strengths & Weaknesses * Management / Leadership Skills * Attitude o Attendance o Punctuality o Dependability

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In a resume you generally do not list your references unless it is specified in the job advert. The phrase 'References available upon request' is one of the most common phrases in resumes. Make sure you have reliable references, as a good reference can substantiate the contents of your resume and can be the decisive factor in your job search. 1.3.2. Company related Correspondence The Inquiry Letter The inquiry letter is useful when you need information, advice, names, or directions. Be careful, however, not to ask for too much information or for information that you could easily obtain in some other way, for example, by accessing a site or by a quick trip to the library. There are two types of inquiry letters : solicited and unsolicited. You write a solicited letter of inquiry when a business or agency advertises its products or services. For example, if a software manufacturer advertises some new package it has developed and you can't inspect it locally, write a solicited letter to that manufacturer asking specific questions. Your letter of inquiry is unsolicited if the recipient has done nothing to prompt your inquiry. For example, if you read an article by an expert, you may have further questions or want more information. The contents and organization of an inquiry letter should observe the following rules: - first identify the purpose of the letter in order to obtain help or information (if it's a solicited letter, you ask for information about an advertised product, service, or program);

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in an unsolicited letter, identify who you are, what you are working on, and why you need the requested information. Also identify the source that prompted your inquiry, for example, a magazine advertisement; - list questions or information needed in a clear, specific, and easy-to-read format. If you have quite a number of questions, consider making a questionnaire and including a stamped, selfaddressed envelope. - in an unsolicited letter, try to find some way to compensate the recipient for the trouble, for example, by offering to pay copying and mailing costs, to accept a collect call, to acknowledge the recipient in your report, or to send him or her a copy of your report. In a solicited letter, suggest that the recipient send brochures or catalogs; - in closing an unsolicited letter, express gratitude for any help that the recipient can provide you, acknowledge the inconvenience of your request, but do not thank the recipient "in advance." In an unsolicited letter, tactfully suggest to the recipient will benefit by helping you (for example, through future purchases from the recipient's company). - useful phrases: * The start: Dear Sir, Dear Madam, or To Whom It May Concern (when you do not know the person to whom you are writing); * Giving reference: With reference to your advertisement (ad) in.../Regarding your advertisement (ad) in ...

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* Requesting a catalogue or brochure: After the reference, add a comma and continue: ... , would/could you please send me ... * Requesting further information: I would also like to know .../Could you tell me whether ... * Signature: Yours faithfully/sincerely * Sample of inquiry letter Martin Smith 2520 Visita Avenue Olympia, WA 98501 Jackson Brothers 3487 23rd Street New York, NY 12009 September 12, 2000 To Whom It May Concern: With reference to your advertisement in yesterday's New York Times, could you please send me a copy of your latest catalogue. I would also like to know if it is possible to make purchases online. Yours faithfully, (Signature)

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Martin Smith Administrative Director Responding to Inquiries and Requests for Information It is very important to make a good impression when responding to inquiries from potential customers. Of course, you will make the best impression by providing the materials or information that the perspective client has asked for, under the form of a well written response. Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed by the address of the company you are writing to. The date can either be placed double spaced down or to the right. You can also include a reference number for correspondence. Important Language to Remember * The Start: Dear Mr, Ms, Mrs., Miss. It is advisable to use Ms for women unless asked to use Mrs. or Miss. * Thanking the potential customer for his/her interest: Thank you for your letter of ... inquiring/ asking for information about ... ; We would like to thank you for your letter of ... inquiring/asking for information about ... * Providing requested materials: We are pleased to enclose ...; Enclosed you will find ...; We enclose ... * Providing additional information: We would also like to inform you ...; Regarding your question about ...; In answer to your question inquiry about ... * Closing a letter hoping for future business: We look forward to hearing from you / receiving your order / welcoming you as our client (customer).

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* Signature: Yours faithfully when you don't know the name of the person you are writing and Yours sincerely when you do.

* Sample of responding to inquiry letter

Jackson Brothers 3487 23rd Street New York, NY 12009 Kenneth Jones Administrative Director English Learners & Company 2520 Visita Avenue Olympia, WA 98501 September 12, 2000 Dear Mr. Jones: Thank you for your inquiry of 12 September asking for the latest edition of our catalogue. We are pleased to enclose our latest brochure. We would also like to inform you that it is possible to make purchases online at http:\\jacksonbros.com. We look forward to welcoming you as our customer. Yours sincerely

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(Signature) Dennis Jackson Marketing Director Jackson Brothe The Complaint Letter A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your indignation is. Keep in mind that it is best to avoid making the recipient an adversary. The basic rules in writing an effective complaint letter are the following: 1. In the letter, identify early the reason you are writing: to register a complaint and to ask for some kind of compensation. Avoid leaping into the details of the problem in the first sentence. 2. State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. However, it may be more tactful and less antagonizing to delay this statement in some cases. 3. Provide a fully detailed narrative or description of the problem. 4. Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your requested should be granted.

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5. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten. Find some way to view the problem as an honest mistake. Don't imply that the recipient deliberately committed the error or that the company has no concern for the customer. Toward the end of the letter, express confidence that the recipient will grant your request. 6. Try to make sure your letter is sent to the right person or department. 7. Try and keep your letter short. 8. Be polite as sarcasm or rudeness will not help your cause. 9. Give a reasonable timetable for action to be taken before you will consider other options. 9. Keep a copy of letters you write. Useful Key Phrases: * As someone who has worked with ... * we were very disappointed to find / see / have discovered ... * As our written agreement stipulated, we expected ... * I think you will agree that a communication problem exists. * We would like you to ..., or provide us with a refund. * Sample of complaint letter Drivers Co. 3489 Greene Ave. Olympia, WA 98502 August 17, 2001
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Richard Brown, President Document Makers Salem, MA 34588 Dear Mr. Brown: As someone who has worked with your company for over 3 years, we were very disappointed to see the documents you produced for our latest Drivers Co. publicity campaign. As our written agreement stipulated, we expected full color leaflets with fancy explanatory texts, but instead, we found that black and white photos had been included in the prepared leaflets. I think you will agree that a communication problem exists. We would like you to send out a photographer to provide us with the promised color coverage, or provide us with a refund.

Yours truly, (signature) Thomas R. Smith, Director The Adjustment Letter

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Replies to complaint letters, often called letters of adjustment, must be handled carefully when the requested compensation cannot be granted. Refusal of compensation tests your diplomacy and tact as a writer. Here are some suggestions that may help you write either type of adjustment letter: 1. Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. If you deny the request, don't state the refusal right away unless you can do so tactfully. 2. Express your concern over the writer's troubles and your appreciation that he has written you. 3. If you deny the request, explain the reasons why the request cannot be granted in as cordial and noncombative manner as possible. If you grant the request, don't sound as if you are doing so in a begrudging way. 4. If you deny the request, try to offer some partial or substitute compensation or offer some friendly advice (to take the sting out of the denial). 5. Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business. Useful Key Phrases: * I was very disappointed to read your letter of ... dealing with ... * As someone who values your business, I have already ... * Also, we will deduct another X percent of the bill for the misunderstanding. * Thank you for your patience.

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* Sample of adjustment letter Document Makers 2398 Red Street Salem, MA 34588 March 10, 2001 Thomas R. Smith Drivers Co. 3489 Greene Ave. Olympia, WA 98502 Dear Mr. Smith: I was very disappointed to read your letter of August 17 dealing with the issue of incorrectly produced publicity leaflets. As someone who values your business, I have already begun to find a solution to resolve this problem. My top photographer will call you to arrange an appointment at your earliest possible convenience to retake photos in full color. Also, we will deduct another 15 percent of the bill for the misunderstanding. Thank you for your patience. Sincerely, (signature here) Richard Brown President
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The Sales Letter The sales letter introduces products for sales, being the first step of the company customer relationship. Useful Key Phrases: * Are you having trouble ... * This is why it is important to have ... * At X, we have the skills and experience to ... * May we offer you a FREE estimate of how much it would cost to ... If so, give us a call at X and set up and appointment with one of your friendly operators. * Sample of sales letter Document Makers 2398 Red Street Salem, MA 34588 March 10, 2001 Thomas R. Smith Drivers Co. 3489 Greene Ave. Olympia, WA 98502 Dear Mr. Smith: Are you having trouble getting your important documents formatted correctly? If you are like most business owners, you have trouble finding the time to economically produce

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good-looking documents. This is why it is important to have a specialist take care of your most important documents At Documents Makers, we have the skills and experience to come in and help you make the best possible impression. May we stop by and offer you a FREE estimate of how much it would cost to get your documents looking great? If so, give us a call at 789-8989 and set up and appointment with one of your friendly operators. Sincerely, (signature) Richard Brown President The Order The order is the next logical step in the company customer relationship, usually following a sales letter or some other kind of advertisement initiated by the company. Useful Key Phrases: * Would you please send ... * According to your website / magazine / leaflet, ... * COD (cash on delivery) * Sample of order Fred Matthews 2398 Red Street Chicago, IL 22893 May 23, 1999

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Mr. Jack Brown, Director Used Books Online Seattle, WA 98795 Dear Mr. Brown: Would you please send me the following used books via COD? According to your Web site, orders need to include the title, author, and publisher. Title Author Publisher. Thank you very much, (signature ) Fred Matthews, Professor, OUS Account Terms and Conditions This type of letter pertains to the company bank relationship and outlines the terms of a newly opened business account. Useful Key Phrases: * Thank you for opening an account with... * I would like to take this opportunity ... * Invoices are payable within ...

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* As..., I will be happy to answer any questions you may have regarding... * ...and therefore encourage the use of... * We consider this incentive... * Sample letter Bank 2398 Red Street Salem, MA 34588 March 10, 2001 Mr. Robert Smith 3489 Greene Ave. Olympia, WA 98502 Dear Mr. Smith: Thank you for opening an account with our company. As one of the leaders in this industry, we can assure you that our products and our services will not disappoint you. I would like to take this opportunity to briefly set forth our terms and conditions for maintaining an open account with our firm. Invoices are payable within 30 days of receipt, with a 2% discount available if your payment is remitted within ten (10) days of receipt. We consider this incentive an excellent opportunity for our customers to increase their profit margin, and therefore encourage the use of this discount privilege whenever possible. We do, however,

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require that our invoices be paid within the specified time, for our customers to take advantage of this 2% discount. At various times throughout the year we may offer our customers additional discounts on our products. In determining your cost in this case, you must apply your special discount first, and then calculate your 2% discount for early payment. As the credit manager, I will be happy to answer any questions you may have regarding your new account. I can be reached at the above number. Welcome to our family of customers. Sincerely (signature) Ron Leavis Credit manager

The Letter of Acknowledgment This letter is used to acknowledge the receipt of various items. Useful Key Phrases: * I hereby acknowledge the receipt of the following documents... * I am acknowledging receipt of...

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* It will be brought to his attention immediately upon his return. * If I may be of any assistance..., please do not hesitate to call. * Samples of acknowledgement letters 1. Acknowledgment of receipt Thomas R. Smith Drivers Co. 3489 Greene Ave. Olympia, WA 98502 March 10, 2001 Document Makers 2398 Red Street Salem, MA 34588

I hereby acknowledge the receipt of the following documents from your firm: .

[Signature]

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Thomas R. Smith Manager 2. Acknowledgment of letter Document Makers 2398 Red Street Salem, MA 34588 May 25, 2006 Thomas R. Smith Drivers Co. 3489 Greene Ave. Olympia, WA 98502 Dear Mr. Smith: Because Mr. Jones is out of the office for the next two weeks I am acknowledging receipt of your letter dated May 20, 2006. It will be brought to his attention immediately upon his return. If I may be of any assistance during Mr. Jones' absence, please do not hesitate to call. Yours Sincerely,

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(signature) Mark Brown, Assistant manager

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