1. Routine Letters and Goodwill Messages Chapter 9

2. Business Letters Why are they important ? Permanent record Formality Organized, well-considered presentation

3. Characteristics of Good Letters Clear content Goodwill tone Correct form

4. Characteristics of Good Letters Clear Content SAFT Short sentences and paragraphs Active-voice verbs Familiar words Transitional expressions

5. Characteristics of Good Letters Goodwill Tone YOUR "You" view Reader benefits

6. Characteristics of Good Letters Correct Form OR The modified block style & the block style Ragged-right margins

7. Structure of Routine Letters 3 parts Opening: present the main idea/purpose Body: explains the purpose Closing: specifies the action

8. Structure of Routine Letters Opening Direct

9. 6/9/2016 Structure of Routine Letters body GPS Graghic devices Present details Separate paragraghs

10. 6/9/2016 Structure of Routine Letters Closing CAR Courteous voice Action information Reasons

11. Phase 1 3-x-3 writing process Analysis Anticipation Adaptation

12. Phase 2 3-x-3 writing process Research Organization Composition

13. Phase 3 3-x-3 writing process Revision Proofreading Evaluation

14. Direct Requests For information or action Clarify request Show appreciation Avoid letters whenever possible Consider costs and workload Evaluate alternatives

15. Order Letters Specify items or services Quantities Dates Prices Payment method

16. Direct Claims Customer letters A claim is written by a customer Customer writes to correct a wrong Open with clear statement Explain and justify Conclude with an action request

17. Direct Replies Addressed to customers Letter responding to requests Announce the goods new promptly Arrange information logically Emphasize the positive in mixed messages

18. Letters of Recommendation Honest objective evaluation Helps match candidates to jobs 6/9/2016

19. Adjustment Letters Favorable response to a claim Right wrongs, regain customer confidence, promote business Open with good news Explain the reasons Apologize only if natural/appropriate Use sensitive language Close positively

20. Goodwill Messages General guidelines Selfless Specific Sincere Spontaneous Short