Letter Writing

Definition A formal letter is written in formal language, usually used when writing from one business organization to another, or for correspondence between two organizations and their customers, clients and other external parties. The overall style of letter will depend on the relationship between the parties concerned.

Styles of business letters Full block style: Align all elements on the left margin. Modified block style: Align the return address, date, closing, signature on the right margin, and typed name; align other elements on the left page margin. Indented style : Align all elements on the left margin, but the beginning of all the paragraphs is indented.

Significance of a business letter Business letters help organizations in strengthening their rapport with customers, stakeholders, suppliers etc. They can be filed for future references and they serve as an important repository of information. They help in conveying information that can be confidential or complex. Letters help companies reach the organizations, clients, shareholders, and others who are geographically in distant places. They help the companies to know the problems in their products, services, and deliveries. Thus, mutual exchange of information helps in filling the gaps and eventually helps in the smooth functioning of the organization and contributes in its growth.

Types of business letter Enquiry Letter Sales Letter Complaint/claim Letter Adjustment Letter

Inquiry Letter A letter of inquiry is written to enquire about a product or service. Points to remember – State clearly and precisely what information you require – a catalogue, samples, price lists, quotations etc. Ask about the time period the supplier is likely to take in facilitating the order. Seek clarification regarding the mode of payment, discount offer, credit facility, if any. Sometimes enquiries are also written to find out the status of an order already placed. Keep your inquiry brief and to the point.

Sales Letter Sales letters are written to advertise and promote a product. Point to remember The immediate purpose of the sales letter is to capture the attention of the reader. For this, the beginning of the letter should be so captivating that the reader should not be able to put it down without reading. The letter should arouse the reader’s interest, and the second part of the letter should be able to sustain it. The letter should convince the letter of the authenticity of the claim The closing paragraph of a sales letter should be designed to persuade the reader to take the action.

Complaint/Claim letter A complaint letter is written to tell someone that an error has occurred and that needs to be corrected as soon as possible. In business world, there are numerous situations which warrant a complaint or claim letter as quite a few things go wrong several times.

Points to Remember Following Points are to be kept in mind while drafting a letter of Complaint- 1. Inform about the problem in clear, precise way. 2. Refer to the order/invoice number to avoid ambiguity in communication. 3. Avoid being rude, angry or humiliating in your tone. 4. Suggest a solution to help the other rectify the problem. 5. End your letter on a positive note expressing faith in him and expecting a favourable solution or an early reply.

Adjustment Letter A letter which deals with a complaint and claim letter is termed as an adjustment letter. Professionalism requires us to deal with complaints and claims in a manner that suggests maturity and clarity of approach.

Points to Remember Following points are to be kept in mind while drafting a letter adjusting complaints or claims. 1. Acknowledge the complaint immidiately. Even if you cannot give a full reply send an interim response assuring him/her further action at your earliest. 2. If the fault lies at your end, admit your fault, express regret and promise to rectify the error. 3. Even if the complaint is baseless, politely point out where the fault lies and suggest alternatives in an inoffensive manner. 4. Thank the customer for bringing the matter to your knowledge

Elements of a business letter Sender's address & contact information (omitted in letterhead) Date of writing Recipient's name, title, company, & address Salutation/greeting, followed by a comma Message (body of the letter) Valediction/closing Sender's signature Sender's name, title

Optional Elements of a business letter Subject line Enclosures (Encl.: or Enc.:) Carbon Copy Recipients (cc:)

Points to remember Each element or paragraph of the letter is followed by a single blank line. In general, left and right margins are one inch Subject line, is usually underlined The salutation/greeting and valediction/closing are generally followed by a comma. Leave four line gap between closing and sender’s signature