Letters writing to someone outside your organization OR writing to someone inside your organization because of a special situation

Letter Pattern order of information Front matter (your addr, date, to addr+) Salutation (greeting) First paragraph (one sentence) = purpose Body paragraphs = pattern – if no pattern obvious, use progressive level of disclosure Last paragraph = next steps End matter (close, signature, author name, title) Enclosures (optional)

Format – three options The LOOK delivers the TONE. 1.Formal Cover letter for your resume Delivering bad news 2.Medium formal (author wants to create camaraderie with reader) Non-profit asking for money Thank you letter 3.Informal (author needs to mass mail a message) Warranty message Recall notice

Content to deliver determines what information goes where in the pattern Neutral news Good news Bad news Mixed news (good news & bad news) NOTE: You must correctly match the CONTENT youre delivering with the FORMAT which will create the desired TONE, for your letter to be effective.

Neutral News Merely convey information. Do not give bad news nor inform the reader of good news. Are objective: Do not have the authors feelings injected into the content. Where information goes? – State purpose in first paragraph – Details/pattern in body – Next steps in close

GOOD News Conveys positive information. Does not give bad news. Dont by coy or withhold good news until late in letter. Where information goes? – State purpose in first paragraph = GOOD NEWS – Details/pattern in body – Next steps in close

BAD News Conveys information that the reader will not like. Dont by coy or withhold news until late in letter. Where information goes? – State purpose in first paragraph = letter purpose = the larger purpose of the situation – Details/pattern in body = state bad news early on and explain situation. – In the body, always end with a way to combat or overcome the bad news. – Next steps in close

MIXED News Conveys both good news and bad news. Need to consider more carefully the order of information. Where information goes? – State purpose in first paragraph = letter purpose of the situation – Details/pattern in body = state bad news first (unless extreme the order of information prohibits). Explain the situation and include a way to combat or overcome the bad news. – Details/pattern in body = then state the good news, so that you can end with good news. – Next steps in close

Next steps Next steps are a separate paragraph where you explain what the reader can expect to happen next – If you have any questions, contact me at… – You can reach me at… – Ill call you in… – We can meet… The last paragraph is – NOT the conclusion of the pattern that calls for answering what now) – NOR is it a summary

Later … On the job You will have company letter head, so you wont need at the top of the s However, for this class, I want you to learn how to do letters without letterhead

Practice… Stacy Helgoe works as a service technician for EEE Electronic Servicing, Blanco, Santa Fe, NM 88004, main phone Yesterday she went to visit Mr. Glenn Zen, IT Manager, at Schoss- McGraw Associates, 1628 W. 18 th Street, Taos NM 88003, to service their computer systems. While there, she billed Harold McGraw (principal at Schoss-McGraw Associates) $500 for her time, but she did not bill him for parts since the machinery was under warranty. However, when she returned to EEE, Stacys manager, Marilyn Hoover, informed Stacy that the machinery was not under warranty and that Schoss-McGraw would have to be billed an additional $ for parts. Schoss-McGraw is an excellent client, so Marilyn wants Stacy to be sure to be tactful in requesting the additional money. Based on this scenario, write Stacys bad-news letter to Glenn.

Practice… again… Youve been at UWB for ??. You feel particularly strong about some aspect of the university facilities you want the facilities department at UWB to know about. So you decide to write them a letter. In researching for the letter, you find out that Tony Guerrero is the Assistant Vice Chancellor, Facility Services, at University of Washington Bothell, Box , Campus Way NE, Bothell, WA Based on this scenario, write your letter.