BUSINESS COMMUNICATION ENGB213 Unit 4 Introducing the business letter

Overview Printed stationery Presentation: fully blocked layout Other parts of a business letter Open punctuation Continuation sheets Categories of business letter Other types of business letter Structure Presenting business letters – key points to remember

Introduction Communication with people outside your organisation is vitally important A high standard should be set and maintained in all your communications Despite many modern communication methods available today, business letters are very often the main means of establishing business relations Well presented business letter may lead to an important business contract

Printed stationery Letterhead paper Good quality letterhead paper is generally used Attractive, well-balanced letterhead enhances prestige of an organisation

Printed stationery Logos Graphic symbol on letterhead Often the same as trade mark used on packaging, delivery vehicles, etc. Often unusual or amusing so that customers remember them easily

Presentation: fully blocked layout The fully-blocked layout is the most widely used method of display for all business documents

Other parts of a business letter Confidential/ airmail/ urgent If a letter is confidential, this should be indicated between the date and inside address, just as it would be shown on the envelope

Other parts of a business letter Attention line When the writer wanted to ensure the letter is directed to a specific person In today’s business communication when we usually know the name of the person to whom we are writing, unnecessary to use

Other parts of a business letter Copies When a copy of a letter is to be sent to another person this may be indicated by the following methods: Blind copies If the sender does not wish the recipient to know that other people are receiving copies, a blind copy may be sent. Indication bcc is used on the copies only – not on original

Other parts of a business letter Signing on someone else’s behalf If you have to sign a letter on behalf of someone else, it can be done in following ways:

Open punctuation Commonly used with the fully-blocked layout Commas and full stops are omitted

Continuation sheets Many organisations have printed continuation sheets which are used for second and subsequent pages of business letters May show simply the company’s name and logo When using a continuation sheet, remember: Do not include ‘continued’ or ‘cont.’ at the foot of the 1st page Try to start a new page with a new paragraph

Categories of business letter To confirm arrangements made between sender and recipient Confirmation To acknowledge receipt of a letter, order or other item Acknowledgement To request information or prices Enquiry To respond to an enquiry Reply To criticise poor service or goods Complaint To respond to the complain and hopefully make amends Adjustment To obtain settlement of a debt Collection letters To sell goods or services Sales letters To reach a certain group of people Circular letters

Categories of business letter Letter of confirmation

Categories of business letter Acknowledgement

Categories of business letter Enquiry

Categories of business letter Complaint

Categories of business letter Collection letters

Other types of business letter There are many different types of business letters. In this unit, we have only looked at some of the more routine letters There will be many occasions when you will need to write a letter that does not fall into any specific category Just remember the general rules of good business writing and plan your letter carefully

Structure

1. Opening/ introduction The four-point plan 1. Opening/ introduction 2. Details 3. Action 4. Close The four-point plan

The four-point plan Opening / introduction Details Action Close Could refer to a meeting or previous contact Should introduce the subject that you want to discuss Details ‘Meat’ – all the facts and figures All key points in a logical order, separate paragraphs Action Tells the reader what action you want reader to take Or it be action that you will take after all points mentioned E.g: “Please complete the enclosed reply form and return it to me by…” Close Finish with one-line close. E.g: “I hope to hear from you soon.”

Presenting business letters – key points to remember Use fully-blocked style with open punctuation consistently Leave one blank line between each section of the letter and between each paragraph The only big space on the letter should be for sender’s signature Display subject heading in capitals and bold to make it stand out Structure your message according to the four- point plan – with an introduction, details, action and close

Presenting business letters – key points to remember - continued Make sure information in central section flows logically from point to point Take special care with opening and closing paragraphs Include appropriate headings at the top of continuation pages Proofread message carefully, and consider whether it is structured appropriately Read through message as if you are the reader

Class Exercise You are an Administrative Assistant to Anu Morar, Personnel Manager of First State Bank of India, 97-94 High Street, New Delhi, India. Mrs Morar is in a meeting. Carry out the instructions in this note from Mrs Morar.