6 Routine and Goodwill Messages

Direct Writing Plan Requests Responses Goodwill Messages Informative Letters Letter Formats Introduction

Direct Writing Plan Saves time Main idea appears first Use for good news or informative/routine messages Be careful: some cultures may consider directness rude

Direct Writing Plan, cont’d Opening o Answers reader’s most important questions o States good news o Makes direct, specific request o Provides most important information

Direct Writing Plan, cont’d Middle o Details, explanations, further questions o May use bulleted lists

Direct Writing Plan, cont’d Closing o Contact information o Call to action o Deadlines/timelines o Goodwill or appreciation

Requests In direct-approach requests o put main idea first o give reason for request o summary statement o anticipate required details o set an appropriate tone o provide minimal minor details o use an appropriate layout o close courteously and efficiently

Requests for Information, Credit, and Action Tone is firm, yet polite Ask open-ended questions Use parallelism for lists of questions Explain why the information is needed; outline benefits to reader Include a deadline

Order Requests Include a subject line Request the purchase Use an easy-to-read format for the order Specify shipping and payment methods Provide contact information

Claim Letters Cool off before writing State what you want the reader to do (refund, replacement, correction, or apology) Outline the situation logically and objectively Include details and documentation

Claim Letters, cont’d End positively o Restate the solution/action o Express confidence in the settlement of the claim o Include contact information and a deadline o Thank the reader

Responses Make sure the right person answers the request Reply as soon as you can Start with good news Provide useful information Follow company guidelines Include a warm, original closing

Information Response Include a subject line Open with the requested information Answer each question in the order it was asked Use formatting to make the answers easy to understand

Personalized Form Letters Delivers routine information Can be easily personalized Saves time and money

Order Acknowledgement Tells the customer when and how the product(s) will be sent Mentions any items that can’t be shipped Builds confidence in the purchase May suggest additional products Expresses appreciation for the order

Messages Confirming Contracts and Arrangements Summarizes an agreement, contract, transaction, decision, or plan Makes sure both parties understand the details Provides a written record Identifies actions to be taken in the future

Claims Adjustment Purpose o Inform the customer of the adjustment o Resolve the complaint o Repair, rebuild, and restore goodwill Opening o Announce a favourable adjustment immediately o Offer an apology if required

Claims Adjustment, cont’d Middle o Include details of adjustment without admitting fault or liability o Explain how customer feedback helps o Outline policy or procedural changes that will prevent a recurrence of the problem Closing o Emphasize a continuing relationship o Build goodwill o Avoid restating the problem

Goodwill Messages Personal Prompt Spontaneous, short, and sincere

Thank-You Letters Thank the reader Include a few specific details Close warmly

Letter of Congratulations Be genuine, not patronizing Reflect on the achievement Share the reader’s happiness

Letter of Sympathy Write by hand Keep it short Send it as soon as possible

Letter of Sympathy, cont’d Opening o Acknowledge the loss Middle o Recall the deceased’s positive qualities Closing o Offer assistance

Informative Letters Neither requests nor responses Explanatory

Announcements Place important news first Clarify details and answer questions Explain reader benefits

Cover or Transmittal Letters Identify the documents Summarize the contents and their relevance Highlight important details Describe what will happen next

Instructional Letter/Memo Clear and accurate Precise Complete User-friendly Action-oriented

Instructional Letter/Memo, cont’d Before you start: o Make sure you understand the process o Consider what the audience needs to know o Provide supplementary material (materials, warnings, purpose of the activity)

Instructional Letter/Memo, cont’d Content: o Use numbered steps o Add headings to divide long lists into shorter sections o Note consequences of mistakes o Include visuals o Describe desired outcome

Letter Formats Well-prepared letters o are accurately typed o use standardized formats o are well-proportioned o are balanced on the page

Letter Balance and Placement Centred on the page 1 or 1½ inch margins Ragged margins—Don’t justify

Letter Styles and Layouts Full-block o All parts aligned at left margin Modified-block o Return address, date, and complimentary close begin at the centre Simplified o No salutation or complimentary close

Letter Elements Letterhead/Return address o Do not include your name Dateline o Around line 13 Inside address (receiver’s address) o Name, including title and position o Company name o Street address o City, province, and postal code

Letter Elements, cont’d Attention line or reference line Salutation Subject line o Above or below salutation

Letter Elements, cont’d Include a space after the salutation or subject line Single space text with a space between paragraphs Centre body vertically

Letter Elements, cont’d Complimentary close o Only capitalize first letter Name and title Identification initials Enclosure notation Copy notation

Addressing Envelopes Return address in upper left corner Receiver’s address in the middle Remember the stamp! For the latest guidelines, consult the Canada Post Addressing Guide at