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Covering letter / Cover letter..................................................................................................................2

Letter to introduce your business...........................................................................................................2
Formal letters.........................................................................................................................................2
Mailing list..............................................................................................................................................3
Informal business letter..........................................................................................................................3
Enquiries / Inquiries...............................................................................................................................3
Responding to Enquiries and Requests for Information.........................................................................4
E-mail.....................................................................................................................................................4
E-mail guidelines................................................................................................................................4
Memo.....................................................................................................................................................5
Report....................................................................................................................................................6
Direct mail..............................................................................................................................................6
Simple proposal......................................................................................................................................7
Complaint...............................................................................................................................................7
Parts of a letter of complaint..............................................................................................................8
The shipping advice................................................................................................................................8
Payment notice......................................................................................................................................9
Proposal.................................................................................................................................................9
Reminder..............................................................................................................................................10
Second reminder..............................................................................................................................10
Final notice.......................................................................................................................................12

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Covering letter / Cover letter
The covering letter/cover letter (US) points out to the employer the information showing that
you have the qualities the job calls for, and makes a statement about yourself and your
suitability for the job. It should give the personal touch that your CV will intrinsically lack.

If you start with name e.g. “Dear Mr Brown”, you should end with “Yours sincerely”.
If you start with “Dear Sir or Madam”, you should end with “Yours faithfully”.

Letter to introduce your business

Here is an example of how you might introduce your business or services.
A letter to introduce your business is often more productive but only if it’s going to get past
the ‘sifter’. If it’s a company, give them a call and ask the receptionist who would be the best
person to send the letter to and then, just as importantly, make sure you stand out from the
crowed.
As for content, make sure you tell the recipient what you are offering, what makes you stand
out from the rest and back these things up with other examples. Keep it interesting and to the
point, instil an interest and desire and then a call to action. Always leave the reader intrigued
to find out more.

Formal letters
1. Formal letters should not be written by hand.
2. Use your own letterhead. If you do not have letterhead, use formal stationery with a
matching envelope. Avoid store-bought note cards.
3. If you do not have pre-printed letterhead, type your address in the top right-hand
corner.
4. Type the date under your address skipping on line.
5. Choose your alignment: left aligned or justified on both sides.
6. Skip one line and type the recipient’s full name, business title and address, aligned at
the left margin. Precede the name with Mr., Ms. or Dr. as appropriate.
7. Skip one line and follow with your greeting, again using the formal name “Dear Mr.
Jones”.
8. Skip one line and begin your letter. Introduce yourself in the first paragraph, if the
recipient does not already know you. Examples: ‘We recently met at a seminar at the
Biltmore’ or ‘I recently purchased an insurance plan from your company’.
9. Continue with the body of the letter, stating your main purpose for writing. This may
be to make a complaint or request information. Be as brief and concise as possible.
10. Never use contracted forms. (Always write ‘I am’, ‘ he does not’)
11. Skip one line and finish the letter with ‘Yours sincerely’, or ‘Yours faithfully’.
12. Leave at least four blank lines for your signature, then the type your name and title.

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Mailing list
A mailing list is simply a list of e-mail addresses of people that are interested in the same
subject, or are members of the same work group.
When a member of the list sends a note to the group’s special address, the e-mail is broadcast
to all of the members of the list. The key advantage of a mailing list is that as new message
becomes available they are immediately delivered to the participants’ mailboxes.

Informal business letter

1. In an informal business letter be brief, straightforward and logical.
2. Employ standard grammar, spelling and formatting rules, but relax your tone and
construction slightly.
3. Use contractions (I’m) and conservational phrases to soften the letter.
4. Begin with your address then the date under it in the top right-hand corner and a
salutation on the left.
5. Place a comma after the salutation “Dear Jane”
6. Use personal statements to make the letter less formal: “I agree with your assessment
of the highway construction project. I commute that way, too”.
7. Close with “Best”, “Cheers” or “Regards”.

Enquiries / Inquiries
Asking for information
We write enquiry when he want to ask for more information concerning a product, service or
other information about a product or service that interests us.
These letters are often written in response to an advertisement that we have seen in the paper,
a magazine, a commercial on television when we are interested in purchasing a product, but
would like more information before making a decision.
Important language to remember:
 The start: Dear Sir or Madam
To Whom It May Concern – (very formal as you do not know the person to whom you are
writing)
 Giving references: With reference to your advertisement (ad) in...
Regarding your advertisement (ad) in...
 Requesting a catalogue, brochure, etc.,: 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 – (very formal as you do not know the person to whom you are
writing).

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Responding to Enquiries and Requests for Information
It is very important to make a good impression when responding to enquiries from potential
customers. Of course, the best impression will be made by providing the materials or
information that the perspective client has asked for, this positive impression will be
improved by a well written response.
Important language to remember:
 The start: Dear Mr, Mrs, Miss – 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.... enquiring (asking for information) about.....
We would like to thank you for your letter of... enquiring (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 (enquiry) about...
 Closing a Letter Hoping for Future Business:
We look forward to...hearing from you / receiving your order / welcoming you as our client
(customer)
Signature: Yours sincerely

E-mail
How is e-mail different from other forms of communication?
Electronic communication, because of its speed and broadcasting ability, is different from
paper-based communication. Because the exchange of messages can be also fast, e-mail is
more conversational than traditional letters.
In a letter, it is very important to make everything completely clear because you or the other
person may not have a chance to ask questions, or their native language might not be the same
as your own. With e-mail documents, the other person can ask question immediately. E-mail
thus, like conversational speech, is not as formal and neat as communications on a paper.
Messages are usually shorter and to the point.

E-mail guidelines
To: All members of staff
From: Jennifer Ranfordj.ranford@firm.com
Date: 6 October 2008
Subject: e-mail writing guidelines

Please not and follow the guidelines below concerning the writing of company e-mail
messages.

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 1. Subjects
Give the message a subject/title. E-mail messages without a subject may not be opened
because of a fear or viruses.
2. Subject contents
Keep the subject short and clear.
e.g. Order No. 2348X/Delayed Shipment / Laboratory Equipment Order
3. Greetings
Start the message with a greeting so as to help create a friendly but business-like tone.
The choice of using the other name versus the surname will depend on who you are
writing to. e.g. Dear Mr. Smithson,.
4. Purpose
Start with a clear indication of what the message is about in the first paragraph. Give full
details in the following paragraph(s).
Make sure that the final paragraph indicates what should happen next.
5. Action
Any action that you want the reader to do should be clearly described, using politeness
phrases. Subordinates should use expressions such as ‘Could you..’ or ‘I would be grateful
if..’
6. Attachments
Make sure you refer, in the main message, to any attachments you are adding. If you use
an attachment, make sure the file name describes the content.
7. Endings
End the message in a polite way. Common endings are: Yours sincerely, Best regards,
Best wishes.
If you did not put a comma after the greeting at the beginning of the message, then do not
put a comma after the ending either, e.g. Best wishes.
8. Names
Include your name at the end of the message. The e-mail address of the sender does not
always indicate exactly who it is from, e.g. 0385915@polyu.edu. Kind regards

Jennifer Ranford
Human Resources Manager

Memo
A memo is a professional document, designed to be read quickly and passed long rapidly,
often within a company or work group. E-mail messages are by far the most common form of
memo. Most memos are characteristically brief, but they should follow the other principles of
good technical writing as well: know your audience, be clear, and be accurate.
1. Header
Date: 23 November, 2009
To: M. Brown and S. Black
From: P. Smith
cc*: T. MacMillan

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 Subject: My intention of setting up a business in Dubai
2. Purpose
Immediately state your reason for writing. Answer the question: who, what, when, where,
and why.
3. Summary
The summary should do more than describe the contents of the memo, it should be a
miniature version of the memo.
4. Discussion
In this part include the names and titles of the people involved, or the dates of earlier
memos related to the one you are writing. The rest of the section should expand on and
support all the points you made in your summary. You may employ subheadings
concerning situation, problem, solution, evaluation. Label these subsections. You may
choose to arrange the discussion chronologically, from more important to less important
or form the general to the specific.
5. Action
Unless the purpose of the memo is simply to inform, you should finish with a clear call for
action. Who should do what, and how long do they have to do it? You may need to
include alternatives, in the event that your readers disagree with you. You may wish to
mention the actions that you plan to take next, and what your own deadlines are.

*cc = carbon copy (a message to multiple recipients)

Report
How to write a report?
Report writing differs from essay writing because it has different purpose. Reports are
common communication tools as they assist in the decision making process. Written for a
particular purpose, they usually outline a problem, provide the relevant facts and ideas, relate
to the situation, and then recommend a course of action.
Reports are highly structured so that information they contain can be easily understood.
Headings within the report allow the reader to select the parts they wish to read.
The structure of a report is enhanced through the use of subheadings, diagrams, tables, graphs,
illustrations etc..

Direct mail
Direct mail is a valuable, cost-effective way to tell your customers who you are, and what
your business offers. Get to know Direct Mail, and let your customers get to know you.
Direct Mail campaign offers customers a chance to learn about your business. It can also:
 promote interest in a new product or service
 generate sales and orders
 drive traffic to your shop, website, etc.
 cultivate long-term relationship
 build and increase brand recognition

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 Customers respond to mail that address their interests and needs. All it takes is a simple,
effective Direct Mail campaign to get people to your door.

Simple proposal
Simple proposal is a description of the work one will complete on a project.
The project could cover any one or more than one items like
 increase the corporate awareness in the market or
 increase the customer coverage in the market or
 improve the product position in the market

Here is a simple approach to help you cover all the bases in your proposal:
Who will do the work, who will manage the work, who does the customer call, if there is a
problem, who is responsible for what?
What needs to be done/delivered, what will be required to do it, what can the customer
expect, what will it cost?
Where will the work be done, where will it be delivered?
How will the work be done, how will it be deployed, how will it be managed, how will you
achieve quality assurance and customer satisfaction, how will risks be mitigated, how long
will it take, how will the work benefit the customer?
When will you start, when will key milestones be scheduled, when will the project be
complete, when is payment due?
Why have you chosen the approaches and alternatives you have selected, why should the
customer select you?

Complaint
The following phrases can help you to deal with a complaint.
What seems to be the problem?
What happened exactly?
I’m afraid it’s not our policy to..
I promise you I’ll...
Did you read the instructions that came with the....
How were you using the...?
I understand you are upset, sir.
I am just trying to understand the problem.
We are sorry that you have had a problem with this product.

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Is there anything else I need to know about this that I haven’t thought to ask?

Parts of a letter of complaint

Try to make sure your letter is sent to the right person or department.
Try and keep your letter short.
Say what you want for your complaint to be resolved.
Give a reasonable timetable for action to be taken before you will consider other options.
Date. The date line is used to indicate the date letter was written.
Addresses. Actually, this is up to you include the addresses or not. If you choose to include it,
place your address on line above the date. Include the street address, city and postcode. The
inside address is the recipient’s address. It is always best to write to a specific individual at
the firm to which you are writing.
Salutation. Use the same name as the inside address, including the personal title. Use the
personal title and full name. Leave on line blank after the salutation. If you don’t know a
reader’s gender, use a non-sexist salutation, such as “To Whom I May Concern”.
Main body. While writing a complaint letter, be careful to remember that conciseness is very
important and try to stick to a diplomatic even-tempered tone in the whole letter. In the first
paragraph, consider a friendly opening and then a statement of the main point.
The next paragraph should begin justifying the compensation requested.
In the next few paragraphs, continue justification with background information and
supporting details.
The closing paragraph should restate the purpose of the letter – your request for
compensation.
Enclosed Documents. This is a necessary for complaint letter to enclose some copies of
supporting documents along with the letter, such as receipt, etc. Enclosures should be one line
below the closing.

The shipping advice

The shipping advice is a notice to the importer on summary of the shipment.
Foreign importers may arrange the cargo insurance on time based on the shipping advice (if
the buyer is to arrange the insurance). Moreover, the importer may know when to the goods
and arrange with customs broker for the cargo clearance.

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The shipping advice is particularly important in short-sea trade, for example within the Asia
countries where the goods may arrive at the port of destination before the shipping documents
and in the ports of destination where theft and pilferage of the imported goods is rampant.

Payment notice
A payment notice is used if an additional or instalment payment needs to be processed. If you
know the vendor will not invoice Accounts Payable, you should use this form. This form is
typically used when an advance deposit or instalment payment is required.

PAYMENT NOTICE

Please process a payment of

£ to (vendor name) against Purchase Order number

Payments needs to

be made by (date).

Requested by (complete name)

Phone number

Signature

Date

Proposal
If you have fallen into arrears with your payments, you may be able to make an arrangement
with your partner to repay your arrears in instalments over a period of time.

What should the offer include?

When you are making a proposal to the other party you should:

 provide information about how the arrears came about (for example, because you were
made redundant or become ill)
 mention your previous record of good payment (if appropriate)
 provide full details of your proposals for dealing with the problem
 state how long it will take you to clear arrears
 explain how your proposals will help clear the arrears
 include information about your income and expenditure.

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Reminder
Before you take a customer to court for non-payment of a debt, the court will look at your
action in recovering the debt prior to litigation.
You should at some stage formally demand payment of the debt during the default period.

23 May 2008

Class Debtor Ltd

12 Owes Lane
Debt City

Dear Sir / Madam,

Re: Overdue Invoice # amount:

We are writing this letter to call your attention to the above referenced overdue account with
us. As you are aware our ‘Terms of Sale’ are net 30 days and we are still anxiously awaiting
your payment.

If you wish to discuss any issues, please call the undersigned immediately, otherwise we look
forward to getting paid at the earliest.

Please ensure that payment of £ reaches us, latest by mid-June.

Thanking you for business and anticipating a prompt response.

Yours faithfully,

P.G. Nelson (Ms)

Strict Creditor Plc
12 Collector Lane
Credit City
Tel: 123-456-7890
Fax: 123- 765- 4321
E-mail: ar@abcdef.com

Second reminder
 our records show...
 as our contract indicates...
 you have an outstanding balance dating back to May...
 we have repeatedly advised you of your long overdue balance...
 money is due and payable...
 we begin charging % interest for any outstanding balances after days

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  we request that you give this matter your most immediate attention...
 please remit promptly to avoid further action...
 to settle your account in an amicable manner...
 if we do not receive your first payment by the date indicated above...
 we will have no choice but to refer your account to a collection agency....
 since you have not made payment....
 to commence suit without further delay...
 there is still time, however, to avoid suit...
 this will be your final opportunity to resolve matters....
 to work out a solution....
 we have counted you as one of our valued clients....
 should no full settlement be received..
 we have no alternative but to...
 if this amount has already been paid, please disregard this notice...
 we hope to continue doing business with you in the future....
 thank you in advance for your co-operation....

30 May 2008

Classy Debtor Ltd

12 Owes Lane
Debt City

Dear Sir / Madam,

Re: Second reminder – Overdue Invoice # Amount:

Recently your attention was called upon regarding the above referenced account via our letter
dated May 23, 2008. The amount of £ is now considerably past due and what concerns
us that to date we have not heard back from you.
We must receive payment immediately to keep your credit in good standing with us.
Please courier your payment today or alternatively send us a ‘wire transfer’. The details for
electronic transfer of funds are as under:
Bank Account No:
We sincerely hope and expect that your payment be on its way so that there is no disruption to
our business partnership.

Yours faithfully,

P.G. Nelson (Ms)

Strict Creditor Plc
12 Collector Lane
Credit City
Tel: 123-456-7890

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Fax: 123- 765- 4321
E-mail: ar@abcdef.com
Cc*: Debtor’s Higher Level
*carbon copy: it shows that a copy is being sent to another person

Final notice
4 June 2008

Classy Debtor Ltd

12 Owes Lane
Debt City

Dear Sir / Madam

Re: FINAL NOTICE – Overdue Invoice # Amount:

You have been given notices more than ample times regarding your now seriously overdue
debt of £ with us.

We have instructed our offices to stop all supplies to your company till this account is cleared.

Your immediate attention is sought to this urgent matter.

Please understand that this is our final notice to you. However, we give you one last
opportunity to clear the account by 14 June 2008.

After this date it is our normal policy to pass on seriously delinquent accounts to a third party
collection agency or our legal counsel. This could further jeopardize your credit rating in the
industry.

We trust this is our not be necessary.

Once again this is our Final Notice.

Yours faithfully,

P.G. Nelson (Ms)

Strict Creditor Plc
12 Collector Lane
Credit City
Tel: 123-456-7890
Fax: 123- 765- 4321
E-mail: ar@abcdef.com

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