INTRODUCTION

Business correspondence forms an integral part of day to day activities in an organization. A

business letter has four components:

1. Heading

2. Opening

3. Body

4. Closing

Heading-this is an important component of a letter as it contains very important information on

the sender, reference numbers. Most companies have the image of the institution on the paper.
The logo has a lasting impression on the mind of the reader, in non-official letters that are written
on a pad should have the address of the company provided in either of the two ways:

(a) Zambia Air Services Training Institute

Kenneth Kaunda International Airport
P.O Box 310198
Lusaka.
29th June, 2015. (On the left hand column)
(b) Zambia Air services Training Institute
Kenneth Kaunda International Airport
P.O Box 310198
Lusaka
29th June, 2015.

Opening-this is made up of the address of the recipient, the attention line and the salutation. The
inside address is on the left hand of the margin of the letter. The name of the recipient together
with the job title are spelt out, these details are put together.

An Attention line- is used in the letter when it is addressed to a department in the company
instead of a specific person. This line is always typed below the address and above the salutation.
It begins on the left side of the margin. Its format is as follows:

ATTENTION: FINANCE DEPARTMENT

Or

Attention: Finance Department

Salutation-There are several ways in which the salutation can be written. If an attention line has
used and the name of the addressee is either not known or not put in the letter, the salutation
should be in the form of:

Madam/sir

In business and formal letters there is always a colon that is used after the salutation while in
informal letters a comma can be used. Address the letter to a specific person.

The Body-the body or middle sustains the interest. The body of the letter has two parts: the
subject line and the message.

The subject line-the writer may prepare the reader for the main content of the letter by adding a
subject line after the salutation. It is written in the same manner as that of the attention line. It
starts on the left hand margin and the word “subject” is always followed by a colon, e.g

Subject: Training Review

Unlike the word “Attention”, the word “Subject” is not underlined or typed in italics.

Closing-Complimentary close: this varies and is very much dependant on the salutation, in short
the close matches the salutation. See examples below:

Salutation Close

Dear Mutale Cordially,

Dear Ms Zulu Sincerely,

Madam Yours truly,

Dear Sir Yours Faithfully,/Respectfully yours,

If it is a Company the signature will be under the complimentary close in capitals. This is
optional and indicates that the company is legally sending the letter and that all responsibilities
lie with it. Example:

Michelo Halundu,

Vice President

Marketing Department.

Reference Initials-these are used only if the writer’s name is not included in the letter.
Enclosure notation is included when something is affixed to the letter in the same envelope. This
will help the receiver/reader ascertain that all the references made to the letter have been
attached. For example:

Enclosure

Encl.

Enclosures:

Carbon copy and blind copy notation- this is when there are many copies of the original letter
that are meant for different people. Details should be indicated in the letter so that the recipient
gets to know the people who will be reading this mail. This notation is made below the
enclosures notation. Example:

Cc, CC, cc:

The blind carbon copy notation is written when the sender does not want the receiver to know
that he is sending the same mail to someone else. It does not appear on the original but appears
on the carbon copy. It is typed on the left upper corner of the letter. Note that both cc and bcc
notations should appear on the writer’s copy of the letter.

Post script this is a notation made when the writer forgets to include important details and
includes it as an afterthought at the end. They include the letters PS: to represent the word
postscript.

FORMATING OF LETTERS

Full Block Styles- All notations in this letter start on the left-hand margin. Paragraphs are made
by typing from the left hand margin.

Example:
Mr Reuben Banda,

Industrial Consultancy Services,

Kaputa.

30TH June, 2015.

The Manager Mukuba Pension Scheme Authority,

P.O Box 22,

Ndola.

Dear Sir,

Ref: Enlistment in the Directory of Industrial Consultants.

In reference to your letter dated 19th June, 2015 on the above captioned subject, I hereby wish to
inform you that our firm Industrial Consultants a directory of Financial Consultants with the
main objective of providing guidance to financial institutions, banks, government department,
entrepreneurs and many others for selecting suitable candidates for their consultancy needs.

The enlisting of Consultants in the Directory is generally done on their basis of experience, duly
supported by documentary evidence in form of reports, studies, notes, drawings etc. prepared by
them for their clients in the field in which they seek enlisting.

Keeping the above information in mind, we would like you to fill in the enclosed application
form, alongside with the necessary documentation to enable us consider your request for
enlisting.

We want to assure you that the report submitted to us will be kept in strict confidence by us.

Thank you.

Yours Sincerely,

Reuben Banda

General Manager

Encl: 1

Cc; Mrs Phyllis Sinkamba.

Semi-Block Style-this style is what is known as the traditional way of writing. In a semi-block
style of writing addresses, quotations and the message are incorporated in the letter by indenting
them.

Example:

Mr Reuben Banda,

Industrial Consultancy Services,

Kaputa.

30TH June, 2015.

The Manager Mukuba Pension Scheme Authority,

P.O Box 22,

Ndola.

Dear Sir,

Ref: Enlistment in the Directory of Industrial Consultants.

In reference to your letter dated 19th June, 2015 on the above captioned subject, I hereby wish to
inform you that our firm Industrial Consultants a directory of Financial Consultants with the
main objective of providing guidance to financial institutions, banks, government department,
entrepreneurs and many others for selecting suitable candidates for their consultancy needs.

The enlisting of Consultants in the Directory is generally done on their basis of experience,
duly supported by documentary evidence in form of reports, studies, notes, drawings etc.
prepared by them for their clients in the field in which they seek enlisting.

Keeping the above information in mind, we would like you to fill in the enclosed
application form, alongside with the necessary documentation to enable us consider your request
for enlisting.

We want to assure you that the report submitted to us will be kept in strict confidence by us.

Thank you.

Yours Sincerely,

Reuben Banda

General Manager
Encl: 1

Cc; Mrs Phyllis Sinkamba.

Open Style- this is the most traditional way of writing and informal style of writing letters. It
does not have a fixed paragraph formulation scheme. In fact, all the paragraphs are indented with
some notations on the left and some on the right. However this is not a recommended style of
writing.

Types of Letters and Uses

There are different types of letters each with a different task to be accomplished. Consider the
Acronyms AIDA

A- To capture attention
B- Arouse interest
C- To create Desire
D- Inspire the reader into taking action.

Request Letters

Request letters are used to request or persuade the reader.

Link ideas and sentences.

Be clear and brief.

State the main idea first.

Begin with advantages

Use a pattern of listing ideas

Be specific on your request of action.

Be tactful and polite

Inquiry Letters

Are written when the sender wishes to make an enquiry.

Be clear in making a request

Be polite

Include questions whose answers are sought.

Letters of Reference/Application Letters

These are letters written to apply for a position.

State the position you are applying for.

Ensure that the letter is “You Oriented”

Enclose a curriculum vitae and details of the job

Be courteous and polite

Legal Transactions

This is a letter that is concerned with legal transactions and it is formal in nature. It is written in a
passive tone with an appendix attached. The appendix spells out all legal formalities in detail. All
facts should be presented truthfully.

Letters of Transmittal are those letters that accompany any cheque or business document. A
transmittal letter should:

Identify what is being sent

Specify any action to be taken

Identify the purpose for which the papers or the cheque is being dispatched. For example:

Dear Mr Phiri,

Enclosed is a cheque No.678921 for Zkw 2000(Two thousand Kwacha only) as consultation
charges for four hours workshop conducted on 5th June, 2015. Kindly acknowledge receipt.

Sincerely,

Good news Letters

State the main idea or the best news.

Provide the explanations or details. No much effort is needed to sustain the interest of the reader.

Close on a Positive, friendly note, together with a clear statement of action desired.

Maintain a positive attitude.

Bad news Letters

Do not begin on a negative note

Use positive language

Do not use the direct statement of no

Do not repeat or apologise for the message

Letters of Acknowledgement

Acknowledge all correspondence

State all details

Provide a record of the correspondence

Be courteous

State all details

Avoid misunderstandings

Maintain Good will

Approaches to Letter writing

Inductive Method

This is writing from the known to the unknown, therefore the writer uses the readers prior
knowledge to express his/her ideas.

Deductive Method

This writing from the unknown to the known, therefore the writer allows the reader to get the
ideas been expressed in writing.

Informative Method

The writer expresses his ideas/ views for the benefit of informing the reader.

Descriptive Method

The writer describes in details his ideas and arguments. Here writers can describe a process/
procedure in full to give the reader a complete picture.