1.
Four Types of Business Letters For Business Writing

2.
Two Letter Techniques : Direct vs. Indirect <ul><li>Best for: </li></ul><ul><li>Good news </li></ul><ul><li>Non-emotional issues </li></ul><ul><li>Audiences that prefer a straightforward approach </li></ul><ul><li>Best for: </li></ul><ul><li>Bad news </li></ul><ul><li>Less direct readers (some international) </li></ul><ul><li>Sensitive situations </li></ul><ul><li>Issues that need explaining </li></ul><ul><li>Introduction: </li></ul><ul><li>Establishes a reason for writing </li></ul><ul><li>Presents main idea </li></ul><ul><li>Introduction: </li></ul><ul><li>Acts as a buffer with a positive or neutral statement </li></ul><ul><li>Compliments the readers, agrees, appreciates, thanks, and more </li></ul><ul><li>Body: </li></ul><ul><li>Provides and explains details </li></ul><ul><li>Body: </li></ul><ul><li>Explains situation first </li></ul><ul><li>Leads up to the point/issue </li></ul><ul><li>States point/issue </li></ul><ul><li>If possible, links bad news with benefits </li></ul><ul><li>Does not place blame </li></ul><ul><li>Conclusion: </li></ul><ul><li>Reminds of any deadlines </li></ul><ul><li>Presents call for action </li></ul><ul><li>Looks to future </li></ul><ul><li>Conclusion: </li></ul><ul><li>Does not apologize </li></ul><ul><li>Gracious closing </li></ul>

3.
Tips For Business Letters <ul><li>Think of them as mainly persuasive documents </li></ul><ul><li>Write a reader-orientated document not a writer-oriented document </li></ul><ul><li>Be respectful </li></ul>

4.
Inquiry Letters <ul><li>Purpose: Ask for information </li></ul><ul><li>State clearly what information you are requesting and why </li></ul><ul><li>Write specific, concise, to the point questions that are both easy to understand and easy to answer </li></ul><ul><ul><li>Use bullets to highlight the questions </li></ul></ul><ul><ul><li>Leave space for the readers to answer the questions </li></ul></ul><ul><ul><li>Attach a questionnaire if you have more than 5 questions </li></ul></ul><ul><li>Specify when you need the answers by </li></ul><ul><li>Thank the reader </li></ul>

5.
Special Request Letters <ul><li>Purpose: Make a special demand </li></ul><ul><li>State clearly who you are and why you are writing </li></ul><ul><li>Convince the reader to help </li></ul><ul><li>Show you are hard working </li></ul><ul><li>Discuss your reason for the request </li></ul><ul><li>Show you understand the situation and have done research </li></ul><ul><li>Discuss why the person you are writing to is the best person to help </li></ul><ul><li>Write specific, concise, to the point questions that are both easy to understand and easy to answer </li></ul><ul><ul><li>Use bullets to highlight the questions </li></ul></ul><ul><ul><li>Leave space for the readers to answer the questions </li></ul></ul><ul><ul><li>Attach a questionnaire if you have more than 5 questions </li></ul></ul><ul><li>Specify when you need the answers by </li></ul><ul><li>Thank the reader </li></ul><ul><li>Offer the reader a copy of the report or results </li></ul><ul><li>Ask for necessary permissions </li></ul>

6.
Sales Letters <ul><li>Purpose: to persuade the readers to “buy” a product, service, idea, or point of view </li></ul><ul><li>Grab the reader’s attention </li></ul><ul><li>Highlight the product’s appeal </li></ul><ul><li>Show the product's use </li></ul><ul><li>Conclude with a request for action (buy it!) </li></ul><ul><li>Appeal to the reader with reader-centered issues (health, convenience, service, saving money…) </li></ul><ul><li>Use concrete words and colorful verbs </li></ul><ul><li>Be ethical and truthful </li></ul><ul><li>Don’t brag or go on </li></ul>

7.
Customer Relations Letters <ul><li>Purpose: establish and maintain good relationships with the customers </li></ul><ul><li>Be diplomatic </li></ul><ul><li>Be persuasive </li></ul><ul><li>Write from and understand the reader’s perspective </li></ul><ul><li>There are several types… </li></ul>

8.
Claim Letters: A Type of Customer Relations Letter <ul><li>Purpose: Express a complaint and request specific action (must have both) </li></ul><ul><li>Choose a direct or indirect approach </li></ul><ul><ul><li>Direct is best for routine claim letters: claim is backed by guarantee, warrantee, contract, reputation, or more </li></ul></ul><ul><ul><li>Indirect is best for arguable claim letters: when the claim is debatable or unusual </li></ul></ul><ul><li>Use a professional, rational, if possible positive, tone, and not a hostile, negative, and/or emotional tone </li></ul><ul><li>Clearly describe product or service with necessary details </li></ul><ul><li>Explain the problem with details </li></ul><ul><li>Propose a fair, precise, and appropriate request/adjustment </li></ul><ul><li>Present an explicit deadline </li></ul>

9.
Adjustment Letters: A Type of Customer Relations Letter <ul><li>Purpose: Respond to claim letter with solution </li></ul><ul><li>Work to reconcile the situation and restore the customer's trust in your company </li></ul><ul><li>“Be prompt, courteous, and decisive” </li></ul><ul><li>Use a positive or neutral tone without being begrudging or taking full blame </li></ul><ul><li>Two types: “Yes” or “No” </li></ul>

10.
“ Yes” Adjustment Letters <ul><li>Start with an apology and admit claim is justified </li></ul><ul><li>Quickly present favorable news </li></ul><ul><li>Specifically state how you are correcting the problem </li></ul><ul><li>Explain what happened and why </li></ul><ul><li>Conclude with a friendly, positive note </li></ul>

11.
“ No” Adjustment Letters <ul><li>Use an indirect approach </li></ul><ul><li>“ Thank the customer for writing” </li></ul><ul><li>Restate the customer’s problem </li></ul><ul><li>Explain what happened and why without placing blame </li></ul><ul><li>Clearly state discussion without hedging </li></ul><ul><li>Link “no” to benefits </li></ul><ul><li>Conclude with concise gracious statement to (leave) open the door to future business </li></ul>

12.
There are the four types. Enjoy writing!