ROUTINE LETTERS AND GOODWILL MESSAGES CHAPTER SIX Writing Plan for Information or Action Request Opening: Ask

Ask the most important question first or express a polite command. Explain the request logically and courteously. Ask other questions if necessary. Request a specific action with an end date, if appropriate, and show appreciation.

Body:

Closing:

Improving Openers for Routine Request Letters Poor: Ive been given the task of locating a convention site for my companys meeting. Ive checked a number of places, and your hotel looks possible. Improved: Will you please answer the following questions about providing meeting rooms and accommodations for 250 people from May 25 through may 29. Improving Closings for Routine Request Letters Poor: Thanks for any information you provide. Improved: We would appreciate receiving answers to these questions before April 3 since our planning committee meets April 15.

Parts of a Business Letter Letterhead Island Graphics 893 Dillingham Boulevard Honolulu, HI 96817-8817 line 12 or 2 lines below letterhead Dateline September 13, 200x 2 to 10 lines Inside Address Mr. T. M. Wilson Visual Concepts Enterprises 1901 Haumualii Highway Lihue, HI 96766 1 blank line Salutation Subject Line Dear Mr. Wilson: SUBJECT: BLOCK LETTER STYLE 1 blank line Body This letter illustrates block letter style, about which you asked. All typed lines begin at the left margin. The date is usually placed two inches from the top edge of the paper or two lines below the last line of the letterhead, whichever position is lower. If a subject line is included, it appears two lines below the salutation. The word SUBJECT is optional. The complimentary close appear two lines below the end of the last paragraph. 1 blank line Complimentary Sincerely, Close 3 blank lines

Signature Block

Mark H. Wong Graphics Designer 1 blank line

Reference Initials

MHW:pil

Writing Plan for an Order Request Opening: Body: Authorize purchase of items and suggest method of shipping.

List items vertically; provide quantity, order number, description, and unit price; and show total price of order. Request shipment by a specific date; tell method of payment, and express appreciation.

Closing:

Writing Plan for a Simple Claim Opening: Body: Describe clearly the desired action. Explain the nature of the claim, tell why the claim is justified, and Provide details regarding the action requested. Closing: End pleasantly with a goodwill statement and include an end date if appropriate.

Writing Plan for an Information Response Letter Subject line: Identify previous correspondence Opening: Body: and refer to the main idea.

Deliver the most important information first. Arrange information logically, explain and clarity it, provide additional information if appropriate, and build goodwill. End pleasantly.

Closing:

Writing Plan for an Order Response Opening: Body: Tell when and how the shipment will be sent. Explain the details of the shipment, discuss any irregularities in the order, include resale information, and promote services if appropriate. Closing: Build goodwill and use a friendly, other products and

personalized closing.

Writing Plan for Granting Claim Subject Line (optional): Opening: Identify previous correspondence. Grant the request or announce the adjustment Immediately. Body: Provide details about how you are complying with the request. Try to regain the customers confidence; include sales promotion if appropriate. End positively with a forward-looking thought; express confidence in future business relations.

Closing:

Writing Plan for a Letter of Recommendation Opening: Identify the applicant, the position, and the reason for writing; Establish your relationship with the applicant. Body: Describe applicants job duties; Provide specific examples of skills and attributes; Compare with others in his or her field. Closing: Summarize applicants significant attributes; Offer an overall rating;. Draw a conclusion regarding the recommendation

Tips for Writing Goodwill Messages 1. Selfless. Discuss the receiver, not the sender. 2. Specific. Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding). 3. Sincere. Show your honest feelings with conversational, unpretentious language (We are all very proud of your award). 4. Spontaneous. Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate . . . . ). 5. Short. Remember that, although they may be as long as needed, most goodwill messages are fairly short. Three Kinds of Goodwill Messages 1. Thanks To express thanks for a gift To send thanks for a favor To extend thanks for hospitality

2. Response 3. Sympathy To express condolences To answer a congratulatory note To respond to a pat on the back