Chapter 6 Notes

Direct Letters and Goodwill Messages

Business Letters are Important when...
A permanent record is required
Formality is necessary
A message is sensitive
An organized, well considered presentation is necessary

1.Direct requests for information and action
2.Direct claims
3.Direct responses to information requests
4.Adjustment letters
5.Letters of recommendation
6.Goodwill messages

Writing Plan for Request for Information or Action
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
Show appreciation

Parts of a Business Letter
1.2-inch top margin or key dateline 2 lines below letterhead
2.2-10 lines between dateline and inside address
3.1 blank line (double space)
4.Single-space paragraphs; leave 1 blank line (double space) between paragraphs
5.1 blank line (double space)
6.Hit ENTER four times after complimentary close to allow space for signature
7.1 blank line (double space)

Ineffective Information Request
It is prepared on plain paper (instead of preprinted letterhead)
The writer begins the letter by keying in his home address immediately above the dateline
All other letter parts are the same as a regular business letter

Improved Information Request
Saves the reader's time by starting directly with the information request
Makes it easy for the reader to identify what specific questions need to be answered
Closes appropriately with appreciation and requesting a specific action with an end date


Writing Plan for Direct Claim
Describe clearly the desired action
Explain the nature of the claim
Tell why the claim is justified
Provide details regarding the action requested
End pleasantly with a goodwill statement
Include end dating if appropriate

Writing Plan for Replies to Information Requests
Identify previous correspondence
Deliver the most important information first
Arrange the information in a logical sequence
Explain and clarify the information
Build goodwill
End pleasantly

Writing Plan for Adjustments
Subject line is optional
Identify previous correspondence
Make a general reference to main topic
Grant the request or announce the adjustment immediately
Provide details about how you are complying with the request
Strive to regain the reader's confidence
Include resale or sales promotion if appropriate
Close courteously by summarizing your action request
Express confidence in future business dealings

Writing Plan for Letter of Recommendation
Identify the applicant, the position, and the reason for writing
Establish your relationship with applicant
Describe applicant's job duties
Give specific examples of skills and attributes
Compare with others in the field
Summarize the applicant's significant attributes
Offer an overall rating
Draw a conclusion regarding the recommendation

Types of Goodwill Messages
1.Letter of Sympathy
1.Console a friend, relative, or loved one

2.Letters of Appreciation
1.To Customers for their business, hosts and hostesses for their hospitality, colleagues for jobs well done, or individuals who have performed favors

3.Congratulatory Messages
1.For engagements, marriages, anniversaries, births, promotions, appointments, awards, or any significant event

Tips for Writing Goodwill Messages (The Five S's)
1.Selfless
2.Specific
3.Sincere
4.Spontaneous
5.Short

Writing Thank Yous
Cover three points in gift thank yous
1.Identify the gift
2.Tell why you appreciate it
3.Explain how you will use it
Be sincere in sending thanks for a favor
Tell what the favor means to you
Avoid superlatives and gushiness
Maintain credibility with sincere, simple statements
Offer praise in expressing thanks for hospitality

Answering Congratulatory Messages
Respond to congratulations
Send a brief note expressing your appreciation
Tell how good the message made you feel
Accept praise gracefully
Don't make belittling comments to reduce awkwardness or embarrassment

Extending Sympathy
1.In the first sentence mention the loss and your personal reaction
2.For deaths, praise the deceased. Describe positive personal characteristics
3.Offer assistance. Suggest your availability, especially if you can do something specific
4.End on a reassuring, positive note.