BUSINESS LETTERS

INTRODUCTION

Formal written document through which companies try to correspond with their customers, suppliers, bankers, shareholders, and others.

IMPORTANCE
To help organizations in strengthening their rapport with customers, stakeholders, suppliers, etc. To file for future references and they serve as an important repository of information. To help in conveying information that is confidential or complex. To help companies reach the organizations, clients, shareholders, and others who are geographically in distant places. To help companies to know the problems in their products, services, and deliveries.

ELEMENTS OF STRUCTURE Standard Elements Letterhead and date Inside address Salutation The body Complementary close Signature block Additional Elements Addressee notation Attention line Subject line Reference initials Enclosure notation Copy notation Mailing notation Postscript

PUNCTUATION STYLES
Open

punctuation No line of any letter part(except the body) has any punctuation at the end unless an abbreviation requires a period. Closed punctuation A colon follows the salutation; a comma follows the complementary close. Examples: Dear Sir: Yours faithfully,

LETTER STYLES
Full Block Style All elements except the letterhead are aligned to the left margin. Modified block Style The heading, complementary close, and signature block are aligned vertically with the right margin. The rest of the elements are left aligned. Modified block Style with paragraphs indented Simplified Style Omits Salutation Often includes a subject line in capital letters Omits complementary close

ELEMENTS OF STYLE
Dont

talk like a machine Display a you approach Be courteous and considerate Dont blame the reader Avoid being negative Be natural and precise Be simple and specific Carefully distinguish between I and We Judiciously use the active and passive voice Avoid using Clichs and jargon

DONT TALK LIKE A MACHINE

Write

in a style that makes the reader feel being addressed personally Example: Incorrect usage: It is regretted that the goods sent by the company did not reach the buyers in time. Revised: We regret that the goods sent by us did not reach you in time.

DISPLAY A YOU APPROACH

Dont

write letters in a Language that Others cannot understand. Example: Incorrect: We are happy to receive your request for

Revised: Thank you very much for your enquiry / request / order for .

BE COURTEOUS AND CONSIDERATE

Despite

professionalism, the element of human touch and consideration should not be lost. Example: Incorrect: You have paid no attention to our complaint. Revised: Kindly look into our complaint. (OR) This is to remind you that our complaint is yet to be looked into at your end.

DONT BLAME THE READER

Explain in a calm way the reader where the fault lies and how it can be avoided in the future. Example: Incorrect: You have not mentioned the colour and design of the mobile phone set you wish to buy.

Revised: A folder comprising all the designs and colours of the mobile phone sets produced by our company is being sent again. Please tick the colour and design of the mobile phone set you wish to choose and mail it back to us.

AVOID BEING NEGATIVE

A

good message loses its impact because the tone and verbal structure employed by the writer is negative. Example: Incorrect: None of your cheques have been received by us. Revised: We are yet to receive the payment for the 20 laptops sent to you earlier this month.

BE NATURAL

AND PRECISE

Avoid writing sentences which are characterized by jargon, redundant expressions, or artificiality of some sort. Example: Incorrect: I am sorry to have to point out that we do not have these goods in stock at the present moment of time.

Revised: We are sorry to inform you that due to limited stock, we cannot honour your order for the next three weeks.

BE SIMPLE AND SPECIFIC

Lack

of clarity leads to unnecessary confusion and controversy. Example: Incorrect: A cheque containing the stipulated amount of money has already been dispatched to you.

Revised: A cheque for Rs. 25,000 has already been dispatched to you.

CAREFULLY DISTINGUISH BETWEEN I AND WE

When

stating your opinion, use I; when presenting company policy, use we Example: Incorrect: I am targeting a growth of 20 per cent in customer base expansion. Revised: Our company is / we are targeting a 20 per cent growth in our customer base expansion.

JUDICIOUSLY USE THE ACTIVE AND PASSIVE VOICE

When we want the message to be direct, clear, and precise, we should prefer active voice. When the message has a negative tinge to it and would sound blunt and rude in AV, we should use passive voice. Example: (prefer PV) Incorrect: We have decided to stop trade with them.

Revised: It has been decided to stop trade with them.

Example: (prefer Active Voice) Incorrect: An outstanding growth rate has been achieved by our company in the last five years or so. Revised: Our company has achieved an outstanding growth rate in the last five years or so.

AVOID USING CLICHS AND JARGONS

Clichs and Jargons make the letter sound dull, routine and repetitive. Avoid the following expressions at the beginning and at the end: 1. The favour of your early reply will be appreciated by us. 2. Enclosed please find herewith. 3. Awaiting the favour of your early reply. 4. Assuring you of our best possible services and attention at all times. 5. I have the pleasure of informing you

TYPES OF BUSINESS LETTERS

Acknowledgement

letter Letter of recommendation Appreciation letter Sales letter Request letter Goodwill letter Credit and collection letter Inquiry letter Claim letter Adjustment letter