1. Chapter 13 Letters

2. Letters A primary means of solving external problems
More formal and less specialized than memos
Written by nearly all workplace writers

3. Heading or Letterhead Letterhead offers a more professional appearance
Text or graphics can be used in place of letterhead
Simple headings should contain your address (but not your name)

4. Date Should list the date a letter was sent, not the date it was begun
May be important in tracing the history of an idea, action, or problem
Should be stated directly
Should be aligned left

5. Recipient’s or Inside Address
Address a specific individual whenever possible
Include job title
Use the Postal Service’s state abbreviations
Place four lines below the date, on the left

6. Salutation Use the standard format:
Dear [title] [lastname]:
Use both first and last names, if the recipient’s gender or their professional title is unknown
Use department or job title, if name is unknown
Avoid impersonal or vague salutations
“Dear Sir” or To “Whom It May Concern”
Be aware of other cultural practices

7. Introductory Paragraphs
Provide any background information readers will need to understand the letter
Contain short, descriptive sentences
May also include a thesis sentence identifying the problem or main point
Are placed two lines below the salutation

8. Body Paragraphs Contain further details concerning the message
Should be focused, omitting extraneous or irrelevant details
Often contain bulleted or numbered lists to improve readability

9. Concluding Paragraphs
Sum up or reiterate the main point
Might state steps you’d like your reader to take
Might state something positive about the relationship between you and the recipient

10. Closing Phrase
Select a phrase that best reflects your relationship with the recipient.
Formal: “Respectfully yours,” “Yours sincerely,” or “Respectfully”
Moderately formal: “Sincerely,” “Cordially,” “Thank you,” or “Regards”
Informal: “Best wishes,” “Kindest regards,” or “Best”

11. Signature
Is your full name typewritten four lines below the closing phrase, aligned left
Includes job title, if it is not in the letterhead
Is signed (blue or black ink) in the space between the typewritten signature and the closing phrase

12. Page Headers
Additional pages should be printed on plain stationery paper
Headers often include:
The name of the person to whom the letter is sent (flush with the left margin)
The page number (in the center)
The date (at the right margin)

13. Additional Features Introducing line Typist’s initials Enclosure line
Subject line, attention line, promotional heading
Typist’s initials
Enclosure line
Distribution line

14. Block Style
Is the most commonly used format for writing professional letters
Aligns everything along the left margin
Uses single spacing for all text, with a space between each paragraph
Looks sleek and businesslike
Conveys a sense of order and symmetry

15. Modified Block Style Is slightly less formal than block style
Aligns your return address and your closing phrase and signature along the right margin
Aligns all other text to the left
Can be useful when you want to highlight information about the author

16. Envelope Style Match envelope with stationery when possible
Always type mailing and return addresses single space and in same font as letter
Use standard #10 envelope, or large manila envelopes for documents that:
Are especially important
Require signatures
Are multiple pages

17. Patterns for Organizing a Letter
Real-world situations rarely fit into categories.
Consider the rhetorical situation.
Choose the best way to communicate the message so that readers will understand and be able to act.

18. Positive Messages Give the good news first
Provide the necessary follow-up details
Be clear about potential negative elements
Explain advantages and benefits to the reader
Use a goodwill ending to cement the relationship

19. Negative Messages Prepare the reader for the bad news with buffers
Clearly state the negative — once
Present alternatives, compromises, solutions, or possible actions, if they exist
End with a positive, forward-looking statement

20. Persuasive Messages Capture your reader’s attention
Connect his/her interest with your goals
Provide convincing details
Tell him/her how to act

21. Types of Letters
Thank-You and Congratulatory Letters develop goodwill between you and the reader, drawing attention to a positive experience or achievement.
Rejections and Refusals inform readers that you cannot give them what they want, though they often present alternatives.
Sales Letters are written to potential or existing customers to stimulate interest in a product or service.

22. Types of Letters
Claim Letters request adjustments or reimbursements for defective goods or services.
Adjustment Letters describe how an organization will deal with a problem in a product or service.
Collection Letters ask readers to pay for goods and services they have already received.
Confirmation Letters serve as a written record of previous conversations or agreements.
Inquiry Letters ask for something or make a request.