That’s right, people still write letters.

1. Why write letters? 2. Four letter types 3. Letter organization 4. Style and tone of writing 5. Call to action 4–24–2

 Purpose ◦ Inform or persuade ◦ Communicate so reader can understand ◦ Document information  Characteristics ◦ One way ◦ Responsibility to convey meaning rests with writer ◦ Clear and brief ◦ Accomplish your goal

 Four common business correspondence 1.Inquiry  Ask for information to be sent to writer 2.Special request  Ask for special action or consideration 3.Sales letters  Sell product or service  Cover letter 4.Customer relations letters:  Complaint/Adjustment (see next slide)  Follow up  Collection

Complaint Letter  Want a specific action taken (not to vent)  Disagree without being disagreeable Adjustment Letter  Respond to a complaint  Reconcile differences

After salutation (Dear Ms. Xxx:)  Topic sentence & introduction paragraph ◦ Build goodwill and a relationship quickly. ◦ Why are your writing?  Supporting paragraphs ◦ Give details that will help readers take the requested action. ◦ If you’re writing about information or a complaint include specific account and product numbers.  Closing paragraph ◦ Make a clear call to action. When are you expecting a response? How should the reader contact you?

 Positive ◦ Responding favorably to a request or complaint ◦ Sales letters promoting a product  Neutral ◦ Requesting information ◦ Placing an order ◦ Responding to an action or a question  Negative ◦ Refusing a request ◦ Saying no to an adjustment, etc.

 Establishing and maintaining good relations ◦ Good/bad news ◦ Acceptance/refusal  Goodwill language ◦ Focus on the reader (You, not I, language) ◦ Connect on a human level ◦ Ask an engaging question in introduction

Positive Language ◦ State what you can do ◦ State what the reader should do ◦ Use neutral, not blaming, language ◦ Use positive words to create positive feelings

 Re-write the following sentences using the previous rules of positive language. ◦ I can’t meet with you now. It has to wait until Monday morning. ◦ You can’t use this room until we are finished with our meeting. ◦ Never take more than two days to process a claim. ◦ Your forgot to leave your phone number, so I couldn’t call you back. ◦ I have no idea what you’re talking about. ◦ Your solution is simply unworkable.