Chapter 6) Writing Positive and Informative Business Messages Unit D) The Routine Business Letter (lecture 15) CM 1241 Chapter 6) Writing Positive and Informative Business Messages For CM1240 Ian Brockie Intersession 2006

Business Writing Because we have looked at grammar, punctuation, editing, and e-mail / memo writing, we are now ready to do the last two minor writing assignments. These two assignments will prepare you for the kind of work you’ll be doing more frequently in CM 1241. You will be asked to write two separate documents: A basic business letter of request A basic business letter of response

Routine Letters In business today, in North America; Europe; and The Asia-Pacific region; a large amount of informal communication is now done by phone and through email. The word we use for this is routine: it means something we do on a regular basis.

Routine Letters However, there are still many times when a routine letter is required: such as when a legal or formal document is required. Most of what you will learn , in this unit, about business letters can also apply to memos and emails.

Example of a Routine Business Letter’s Content Logo/address. Date line. Inside address of receiver. Salutation. OPENING: Direct request. BODY: Explains situation using direct language and bullet points. CLOSING: Shows appreciation Asks for an action. Writer’s name Writer’s job title. Qatar Sales Al Saad- Doha August 20, 2005 Mr. Hafaz Manager c/o Tech Support Inc. PO Box 2345 Doha Post Office Doha Qatar Dear Mr. Hafaz Can your organization provide us with 5 wireless network connections for our up-coming trade show at the Glitz-Armada Hotel, on Nov. 20th 2005? We have used your company in the past, and found your service to be excellent. Here is what we need: 3 secure IP addresses, so our sales people can use their laptops on the sales floor 2 secure IP addresses, so our executives can monitor activities from their rooms We prefer not to use the hotel’s network, as they have not always been reliable and secure. I would appreciate you letting me know as soon as possible whether your company can help us in this matter. Let me know the costs and time frame that works for you. Sincerely, Joe Jones Sales Co-ordinator

Routine Letters There are several different ways the parts of a letter can be typed. These parts include: The letterhead The dateline Inside address (the receiver’s) Salutation Body The writer's name and id Typists’ initials The word we use to describe the way these letter elements are placed on the page is layout. In this course you are asked to use Block Style layout (see pp. 130 of your book).

Routine Letters The most common and basic types of routine letters can de divided into two types: Requests: When the sender (the letter’s writer) wants something from the receiver Responses: When the sender (the letter’s writer) is providing something to the receiver.

Principles of Routine Letters A letter always seeks to build a better relationship between the sender and the receiver. They should be written in simple and clear language. They should avoid negativity or blaming.

Principles of Routine Letters They should avoid overstating. They should promote the business’s services or products. They should be personalized at the end, if the letter is a response.

Three Kinds Of Typical Request Letters: Information Requests: These are letters in which the sender is asking for some kind of information. They tend to use polite direct language and be organized for clarity: TYPICAL FORMAT: 1) Opening – a polite question or request; 2) Body – explain the request logically and ask any further questions; 3) Closing – Request a specific action and show appreciation. See page 126-131 of Essentials of Business Communication for even more on these letter types.

Three Kinds Of Typical Request Letters: Order Requests: These are used when the sender want to acquire goods or services from the receiver: TYPICAL FORMAT: 1) Opening – Authorize purchase and method of shipping; 2) Body – List items or services requested with quantities and prices; 3) Closing – Tell the time that the goods must be received by and show appreciation. See page 131-133 of Essentials of Business Communication for even more on these letter types.

Three Kinds Of Typical Request Letters: Simple Claim Requests: These letters are used to make a simple complaint or to ask that a mistake be corrected: TYPICAL FORMAT: 1) Opening – a polite question or request; 2) Body – explain the request logically and ask any further questions; 3) Closing – Requests a specific action and show appreciation. See page 131-133 of Essentials of Business Communication for even more on these letter types.

Assignment: Letter of Request Write one of the following letters of request: You are trying to plan your wedding at a hotel and need to know the size of their banquet room, how many people it can hold, the price per person they charge for the room, and the price per person they charge for catering. You make up the dates and the rest of the information.

Assignment: Letter of Request You are a music shop wanting to order 37 stereo systems, twelve DVD players, 100 iPods, and seven flat screen HD TVs from your supplier. You need to make up the price per unit, the shipping costs, the taxes (6.5% of the total order) and the catalogue numbers for each item. Remind them also that the shipment is urgent and you need it by ______________.

Assignment: Letter of Request You tried to buy your wife some flowers for Valentine’s Day online. The company charged you in British Pounds instead of Qatari Riyals. This means you were charged close to seven times more than you should have been. Additionally, your flowers were never delivered. Write a letter asking for your 200 British pounds back.