We from CEO SUITE also shares very important details on business writings, email guidelines and etiquette. These are very important in corporate world.

1. Business Letter Writing ,
E-mail Guidelines
and Etiquette

2. TYPES OF BUSINESS LETTERS
• Making an enquiry
• Sales letter
• Replying to an enquiry
• Account terms and conditions
• Letter of acknowledgement
• Making a claim or lodging a complaint
• Cover letters

3. Making an enquiry
• when you are requesting more information
about a product or service.
This type of business letter tends to include specific information such
as product type as well as asking for further details in the form of
brochures, catalogs, telephone contact, etc. Making inquiries can also
help you keep up on your competition!

4. Sales Letters
• Sales Letters are used to introduce new
products to new customers and past clients.
It's important to outline an important
problem that needs to be solved and
provide the solution in sales letters.

5. Replying to an Enquiry
• Replying to inquiries are one of the most
important business letters that you write.
Customers who make inquiries are interested
in specific information, and are excellent
business prospects. Learn how to thank the
customers, provide as much information as
possible, as well as make a call to action for a
positive outcome.

6. Account Terms and Conditions
• Account Terms and Conditions
• When a new customer opens an account it is
essential to inform them of account terms
and conditions.
In running a business, it is
common to provide the
terms and conditions in
the form of a letter.

7. Letter of Acknowledgement
• For legal purposes letters of
acknowledgment are often requested.
These letters are also referred to as letters of
receipt and tend to be rather formal and short.

8. Placing an Order
• As a business person, you will often place an
order - especially if you have a large supply
chain for your product.
This business letter
ensures that your order
placement is clear so that
you receive exactly what
you order.

9. Making a Claim or Lodging a
Complaint
• Unfortunately, from time to time it is
necessary to make a claim against
unsatisfactory work.
This type of business letter
emphasized dissatisfaction. It
should include important
phrases to express your
dissatisfaction and future
expectations.

10. Adjusting a Complaint
• Even the best business may make a mistake
from time to time. In this case, you may be
called upon to adjust a claim.
This type of business letter is sent to unsatisfied
customers making sure that you address their specific
concerns, as well as retain them as future customers.

11. Cover Letters
• Cover letters are extremely important most
especially if this is your first time to
communicate.
Cover letters should include a short introduction, highlight
why you are corresponding and elicit a positive response.

12. BASIC BUSINESS LETTER IN 3 STEPS:
• INTRODUCTION
– Reason for writing
• DETAILS
– What would you like to accomplish in writing the
letter?
• CONCLUSION
– What are you next steps or what do you
recommend?
– Propose a call or follow-up meeting or an update
letter.

13. IMPORTANT PARTS OF THE LETTER
• THE START
– Begins by addressing the recipient of the letter.
– Make sure you address them properly based on
their title (Mr., Mrs. ,Ms., Dr., Atty. Etc.)
– Use only first name basis if you are a close
business contact or a friend
– VERY IMPORTANT use Ms. for women unless
asked to use Mrs. or Miss

14. • THE REFERENCE
– Reference a specific conversation
– If this is the first time you are writing, provide the reason
for the letter.
• The Reason for Writing
– I am writing to...
– ... inquire about
... apologize for
... confirm
... comment on
... apply for
– Examples:
• I am writing to inquire about the position posted in The Daily Mail.
• I am writing to confirm the shipment details on order # 2346.
• I am writing to apologize for the difficulties you experienced last
week at our branch.

15. • Once you have introduced the reason for writing your
business letter, move on to stating more specifically
the purpose of your letter. Here are a number of
possibilities:
– REQUESTING
• Could you possibly?
• I would be grateful if you could…
– AGREEING TO RESULTS
• I would be delighted to….
– GIVING BAD NEWS
• Unfortunately
• We regret
• I am afraid that

16. – ENCLOSING DOCUMENTS
» I am enclosing
» Please find enclosed
– Enclosed you will find
– CLOSING REMARKS
» Thank you for your help
» Please contact us again if we can help in any way.
» If there are any problems…
» If you have any questions.
– REFERENCE TO FUTURE CONTACT
» I look forward to ...
» hearing from you soon.
» meeting you next Tuesday.
» seeing you next Thursday.
– THE FINISH
» Yours faithfully, (If you don't know the name of the person you're writing to)
» Yours sincerely, (If you know the name of the person you're writing to)
» Best wishes,
» Best regards, (If the person is a close business contact or friend

17. E-MAIL ETIQUETTE
• Why is e-mail etiquette important?
• 12 E-mail etiquettes according to Laura
Stack:
– Be informal, not sloppy.
– Keep messages brief and to the point
– Use sentence case. USING ALL CAPITAL
LETTERS LOOKS AS IF YOU'RE SHOUTING.
– Use blind copy and courtesy copy appropriately
– Don’t use e-mail as an excuse to avoid personal
contact

18. – Remember that e-mails are not private
– Be sparing with group e-mail
– Use the subject field to indicate content and
purpose
– Don’t send chain letter, virus warnings or junk/
joke mail
– Remember that your tone can’t be heard in email
– Summarize long discussions

19. Why is e-mail etiquette important?
•Tone – it is difficult to put a tone to written communication especially for
people who do not know you well. If you're writing to someone you've
communicated with before, you might want to begin by saying "I hope you are
well." Email writers often use emoticons to convey a certain tone. Avoid writing
your message using all upper case letters. It looks like you're shouting. Don't
use all lower case letters either. Some people say it will make it seem like you're
mumbling.
•What was your point in writing? - When possible, be brief. Most people don't
have a lot of time to spend on email, so if you want your recipient to pay
attention to your message, make sure you get to your point as quickly as
possible. However, don't leave out important details. If providing a lot of
background information will help the recipient answer your query, by all
means, include it. You may even want to apologize for being so wordy at the
beginning of the message.

20. •Do not abbreviate - That's fine for personal email. Business email should be more
formal. Of course, commonly used abbreviations such as Mr. and Mrs., FYI (for your
information), inc., and etc. are fine.
•What’s in a name? - Take a look at your email address. What does it say about you?
Are you a sexymom@isp.com? Maybe. But do you want a prospective employer to
think so? Consider getting a more formal address. Perhaps your first initial and last
name would be good.
•Don’t have too many attachments - If you need to send someone an
attachment, you can contact the recipient first to ask if it's okay to send it. If you're
sending a resume, it is better to paste it right into the email message itself.
•Make a good impression - Make a Good First Impression
•I love email. It's much less intrusive than a phone call and faster than a letter. It
may be your introduction to someone you've never met before. Take your time
putting together a well-written message. Once you hit the send button you won't
have another chance.

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