CORRESPONDENCE APPLICATIONS

POSITIVE, NEUTRAL AND SOCIAL MESSAGES, LETTER, MEMO

POSITIVE AND NEUTRAL MESSAGES

Convey information that is pleasant, favorable, or neutral to the receiver-Routine Messages Use the direct plan because the receiver will accept the message easily Claims-Request for action when something goes wrong Adjustments-Positive Responses to claims Social Messages-Unsolicited/unrequested acknowledgements

UNSOLICITED POSITIVE MESSAGES

Announcement of new products /services Relocation to a new building Reduction in prices Notification of change in schedule

ROUTINE REPLIES AND POSITIVE MESSAGES

Overall Goals
Positive Responses Goodwill Messages

Communicate Information

Answer All Questions

Provide Needed Details

Make a Good Impression

THREE-STEP WRITING PROCESS

Planning Writing Completing

Analyze Situation Gather Information Select Medium Get Organized

Analyze the Audience

Revise Produce Proofread Distribute

Compose the Message

ROUTINE-MESSAGE STRATEGY
The Message

Main Idea

Relevant Details

Cordial Close

Receptive Audience

COMMON ROUTINE REPLIES AND POSITIVE MESSAGES

Action and Information Claims and Adjustments

Recommendations

Informative Messages

Announcements

Goodwill Messages

INFORMATIVE MESSAGES
Notices Policies

TECHNOLOGY

Benefits

GOODWILL MESSAGES
New technology being used Congratulations Standards being adopted
Benefits

Standards specifically being ignored Appreciation

Drawbacks

and benefits

Condolences
DYA: Define your acronyms!

ROUTINE MESSAGES
Use a direct organizational pattern Intro state purpose of message Body expand with details Close contact info and complimentary closing

1.STATE THE MAIN IDEA OF THE MESSAGE.

The routine message begins immediately with the main idea. This is what the reader wants to know and what the writer wants the reader to know. No purpose is served by delaying the main message.

2. GIVE ALL THE DETAILS NECESSARY TO SUPPORT THE MAIN MESSAGE. The middle section of the routine message may be short or long, depending on the nature of the information being presented. To make sure the message is both clear and complete, check it for the following points: Does it leave out any essential information? Does it include more information than necessary?

3. END PLEASANTLY, LOOKING TO THE FUTURE.

The routine message should make a slight upswing at the end, generally looking toward the future. Something like the following is not uncommon: Let us know if we can be of further help. We look forward to seeing you at our open house next month.

Open with the positive or neutral information Present the explanation concisely and objectively Consider using a sales appeal-Persuade for action To obtain additional business End with a friendly close

LINC PHILIPS CASE

Customers visited the showroom and the winner of the lucky draw is chosen. Paula Enroe, store manager has the role of notifying Linc that he has won and provide details about how he can claim his prize.

Congratulations, Mr.Linc You have won an area rug . To claim your home show prize, bring the enclosed certificate.

If you dont like the rug you won, you can select more expensive one and pay the difference. Come soon, Mr. Linc .Were open from 10 am to 9 pm weekdays and from noon to 6 pm weekends.

REQUEST FOR INFORMATION OR ACTION

Request- Message expressing writers need for information or desire for action Eg:-Request from an organization for manager to speak at a conference Consider carefully & approved when feasible. Customer, Employees. Proper handling-goodwill

SOCIAL BUSINESS MESSAGES

Congratulations-Business accomplishmenthighest sales in a month. Condolence-disaster, illness Appreciation- long time thoughtfulness or one time favor Eg : loyal customer, faithful employee Invitation Holiday greetings

HAPPY THANKSGIVING
During this special season and throughout the year We are grateful for your business and your friendship Jane Carol Manager

INVITATION

INVITATION

ACTION AND INFORMATION

Be Prompt Be Gracious Be Thorough

CONTRATULATIONS LETTER ON ACHIEVEMENT

HOLIDAY GREETING

CONDOLENCE LETTER

STYLES OF SOCIAL BUSINESS MESSAGES

Handwritten in times of sorrow Printed invitation for a formal social function Computer-printed message to welcome an employee or customer Commercially produced cards for brief personal messages Computer-printed letters for purely business situations E-mail and electronic greeting cards lack the personal tone desirable in social business messages

PLACING ORDERS
Use Form Wherever Possible Make letter look like a form Detail special circumstances Keep a copy on file

GOOD NEWS
Respond to the initial message (if appropriate) Colorful Style may be appropriate great news, youve just been approved You might want to be associated with the good news. just wanted to drop you a note I Im pleased to inform you that

CLAIMS AND ADJUSTMENTS

Claims-Request for action-request for product exchange,

Refund of defective items ,remedies for unsatisfactory service Opening should State the problem& its impact Without placing blame on the receiver. Impact-Inconveniences, damages, additional background

CLAIMS AND ADJUSTMENTS

Attach relevant documents

Specify what you want receiver to do.

Set a deadline for corrective action.

Be courteous ; threats are ineffective

Friendly close-Optimistic
Eg: Cancelling subscription to a magazine.

CLAIM LETTER

To demand, ask for

ADJUSTMENT LETTER

THANK YOU LETTER FOR SERVICES RENDERED

Difference between Memo & Letter

Format is different Memos are short and relatively precise. letters are long Memo are more direct than letters.

Memos are usually internal letters are for external communication Memos are informal, letters are formal

ELEMENTS OF THE LETTER

Letterhead Inside Address Date Addressee Salutation Subject Body Intro Details Conclusion-Complimentary Close Signature

BUSINESS LETTER FORMAT

Return /Senders Address Line 1 1 2 Date (Month Day, Year) 2 Mr./Mrs./Ms./Dr. Full name of recipient. 3 Title/Position of Recipient. Company Name Address Line 1 Address Line 2 Dear Ms./Mrs./Mr. Last Name: 4 Subject: Title of Subject 5 Body Paragraph 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ......................................................................... Body Paragraph 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ......................................................................... Body Paragraph 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .........................................................................6 Closing (Sincerely...), 7 Signature 8 Your Name (Printed) 9 Your Title Enclosures (2) 10 Typist Initials. 11

SUPPLEMENTARY PARTS OF A LETTER

Attention Line-Direct the letter to a person/dept Subject Line-Topic of the letter, Short, not a complete sentence. Eg : Meeting Follow-up Insurance companies, financial institutions Abbreviation-RE or In re

PUNCTUATION STYLES
Mixed- :Colon after salutation ,Comma after complimentary close Open Omits colon/comma Letter Formats Full Block all parts of letter begin in left margin Modified Block-Date, complimentary close, signature block begin at horizontal center of the page

BUSINESS LETTER

FORMAT OF THE MEMO

Company Name Company Address Date To From: Re/Subject: Details of the memo in a single sentence Message

To: XIME Students From: Instructor Date: August 18, 2011 Subject: Thursdays Assignments Please submit the soft copies (in MS word format) of the two memo/letter assignments due this Monday(22/2011). During Thursdays class, you will read and comment on each others assignments. In order to receive the best comments, this peer review will be conducted on the computers, allowing you to use copy/paste for changes take advantage of spell-check and other computer aids save the comments you receive.

KEY WRITING CONCEPTS

Organization Active language Reader benefit Respectful tone Formatting Spelling, grammar, punctuation, content Design & readability Closing with goodwill