1. 6 Routine and Goodwill Messages

2. Direct Writing Plan Requests Responses Goodwill Messages Informative Letters Letter Formats Introduction

3. Direct Writing Plan Saves time Main idea appears first Use for good news or informative/routine messages Be careful: some cultures may consider directness rude

4. Direct Writing Plan, cont’d Opening o Answers reader’s most important questions o States good news o Makes direct, specific request o Provides most important information

5. Direct Writing Plan, cont’d Middle o Details, explanations, further questions o May use bulleted lists

6. Direct Writing Plan, cont’d Closing o Contact information o Call to action o Deadlines/timelines o Goodwill or appreciation

7. Requests In direct-approach requests o put main idea first o give reason for request o summary statement o anticipate required details o set an appropriate tone o provide minimal minor details o use an appropriate layout o close courteously and efficiently

8. Requests for Information, Credit, and Action Tone is firm, yet polite Ask open-ended questions Use parallelism for lists of questions Explain why the information is needed; outline benefits to reader Include a deadline

9. Order Requests Include a subject line Request the purchase Use an easy-to-read format for the order Specify shipping and payment methods Provide contact information

10. Claim Letters Cool off before writing State what you want the reader to do (refund, replacement, correction, or apology) Outline the situation logically and objectively Include details and documentation

11. Claim Letters, cont’d End positively o Restate the solution/action o Express confidence in the settlement of the claim o Include contact information and a deadline o Thank the reader

12. Responses Make sure the right person answers the request Reply as soon as you can Start with good news Provide useful information Follow company guidelines Include a warm, original closing

13. Information Response Include a subject line Open with the requested information Answer each question in the order it was asked Use formatting to make the answers easy to understand

14. Personalized Form Letters Delivers routine information Can be easily personalized Saves time and money

15. Order Acknowledgement Tells the customer when and how the product(s) will be sent Mentions any items that can’t be shipped Builds confidence in the purchase May suggest additional products Expresses appreciation for the order

16. Messages Confirming Contracts and Arrangements Summarizes an agreement, contract, transaction, decision, or plan Makes sure both parties understand the details Provides a written record Identifies actions to be taken in the future

17. Claims Adjustment Purpose o Inform the customer of the adjustment o Resolve the complaint o Repair, rebuild, and restore goodwill Opening o Announce a favourable adjustment immediately o Offer an apology if required

18. Claims Adjustment, cont’d Middle o Include details of adjustment without admitting fault or liability o Explain how customer feedback helps o Outline policy or procedural changes that will prevent a recurrence of the problem Closing o Emphasize a continuing relationship o Build goodwill o Avoid restating the problem

19. Goodwill Messages Personal Prompt Spontaneous, short, and sincere

20. Thank-You Letters Thank the reader Include a few specific details Close warmly

21. Letter of Congratulations Be genuine, not patronizing Reflect on the achievement Share the reader’s happiness

22. Letter of Sympathy Write by hand Keep it short Send it as soon as possible

23. Letter of Sympathy, cont’d Opening o Acknowledge the loss Middle o Recall the deceased’s positive qualities Closing o Offer assistance

24. Informative Letters Neither requests nor responses Explanatory

25. Announcements Place important news first Clarify details and answer questions Explain reader benefits

26. Cover or Transmittal Letters Identify the documents Summarize the contents and their relevance Highlight important details Describe what will happen next

27. Instructional Letter/Memo Clear and accurate Precise Complete User-friendly Action-oriented

28. Instructional Letter/Memo, cont’d Before you start: o Make sure you understand the process o Consider what the audience needs to know o Provide supplementary material (materials, warnings, purpose of the activity)

29. Instructional Letter/Memo, cont’d Content: o Use numbered steps o Add headings to divide long lists into shorter sections o Note consequences of mistakes o Include visuals o Describe desired outcome

30. Letter Formats Well-prepared letters o are accurately typed o use standardized formats o are well-proportioned o are balanced on the page

31. Letter Balance and Placement Centred on the page 1 or 1½ inch margins Ragged margins—Don’t justify

32. Letter Styles and Layouts Full-block o All parts aligned at left margin Modified-block o Return address, date, and complimentary close begin at the centre Simplified o No salutation or complimentary close

33. Letter Elements Letterhead/Return address o Do not include your name Dateline o Around line 13 Inside address (receiver’s address) o Name, including title and position o Company name o Street address o City, province, and postal code

34. Letter Elements, cont’d Attention line or reference line Salutation Subject line o Above or below salutation

35. Letter Elements, cont’d Include a space after the salutation or subject line Single space text with a space between paragraphs Centre body vertically

36. Letter Elements, cont’d Complimentary close o Only capitalize first letter Name and title Identification initials Enclosure notation Copy notation

37. Addressing Envelopes Return address in upper left corner Receiver’s address in the middle Remember the stamp! For the latest guidelines, consult the Canada Post Addressing Guide at www.canadapost.cawww.canadapost.ca