1. Chapter 16 Business Letters
Letter-writing assignments (especially job applications) motivate students. In fact, many
instructors may prefer to cover this chapter early in the semester as a way of countering
resistance to writing. The one drawback to assigning letters early, however, is that students
are not yet adept at analyzing the audience, summarizing for conciseness, organizing their
material, and displaying a professional format. Until they have mastered the strategies
covered in Parts I through III, students probably will not be ready to produce first-rate letters.
One way around this dilemma is to assign a job-application letter very early (see Chapter
17) and then return to letter writing later. On the second round, students can assess their
writing progress by comparing the early letter with later versions. The initial letter provides
a good writing sample, and the rewritten letter bolsters confidence in acquired skills.
Some instructors choose to make letters a major emphasis in the course, whereas others
treat them only in passing; for that reason, the exercises in this chapter are varied in focus
and complexity.

2. Learning Objectives
Know when to correspond by letter instead of memo or
Identify the standard and optional parts of a workplace letter
Follow a conventional letter format
Appreciate the importance of proper tone in any letter
Understand that letters can have global and ethical implications

3. Learning Objectives (continued)
Know how to convey bad or unwelcome news
Write inquiry letters, claim letters, sales letters, and adjustment letters

4. Letters
More formal and personal than memos or messages, letters are appropriate in situations like these:
To convey the sense that a message is prepared exclusively for the recipient
To convey a dignified, professional impression
To represent your company or organization
To present a reasoned, carefully constructed case
To respond to clients, customers, or anyone outside of your organization
To provide an official notice or record

5. Considering Audience and Purpose
When considering letter audience, ask yourself what your relationship is to the letter’s recipient, exactly what information the recipient needs, what level of formality the recipient expects, and how you think the recipient will react to your message.
When considering letter purpose, ask yourself what you want the letter’s recipient to do after reading the letter.

6. Letter Parts Following are the standard and optional letter elements:
1. Standard elements. All letters include:
Heading and Date. If your stationery has a company letterhead, simply include the date a few lines below the letterhead, flush against the right or left margin When you use your personal address, omit your name because that will appear below your signature at the letter’s end:

7. Letter Parts (continued)
Inside Address. Two to six line spaces below the heading, flush against the left margin, is the inside address:
Salutation. The salutation, two line spaces below the inside address, begins with Dear and ends with a colon (Dear Ms. Hanson:).
Text of the letter. Use a standard introduction, body, and conclusion format.

8. Letter Parts (continued)
Complimentary Closing. The closing, two line spaces below the last line of text, should parallel the level of formality used in the salutation.
Signature. Type your name and title on the fourth and fifth lines below and aligned with the closing. Sign in the space between the complimentary closing and typed name:

9. Letter Parts (continued)
2. Optional elements. Some letters include:
Attention Line. Use an attention line when you write to an organization and do not know your recipient’s name but are directing the letter to a specific department or position. Place the attention line two line spaces below the inside address:

10. Letter Parts (continued)
Subject Line. Typically, subject lines are used with memos, but if the recipient is not expecting your letter, a subject line is a good way of catching a busy reader’s attention. Place the subject line below the inside address or attention line with one line space before and after:
Typist’s Notation. If someone else types your letter for you, your initials (in CAPS), a slash, and your typist’s initials (in lower case) appear below the typed signature, flush with the left margin:

11. Letter Parts (continued)
Enclosure Notation. If you enclose other documents in the same envelope, indicate this one line space below the typist’s notation flush against the left margin. State the number of enclosures:
Copy (or distribution) Notation. If you distribute copies of your letter to other recipients, indicate this by inserting the notation “Copy” or “cc,” followed by a colon, one line below the previous line:

12. Letter Parts (continued)
Postscript. A postscript (typed or handwritten) draws attention to a point you wish to emphasize or adds a personal note. Place the postscript two line spaces below any other notation, and flush against the left margin:

13. Letter Formats and Design features
The following elements help make workplace letters look inviting, accessible, and professional:
Letter Format. Although several formats are acceptable, the most popular format for workplace letters is block format. In the block format, every line begins at the left margin.
Digital Templates. Most word-processing software allows you to select from templates, or predesigned letter formats.
Quality Stationery. Use high-quality, 20-pound bond, 8½″ × 11″ stationery with a minimum fiber content of 25 percent.

14. Letter Formats and Design
features (continued)
Uniform Margins and Spacing. When using stationery without a letterhead, frame your letter with 1½ inch top margins, 1-inch side margins, and bottom margins of 1 to 1½ inches. Use single spacing within paragraphs and double-spacing between.
Headers for Subsequent Pages. Head each additional page with a notation identifying the recipient, date, and page number. Align your header with the right-hand margin:

15. Letter Formats and Design
features (continued)
The Envelope. Your envelope (usually a #10 envelope) should be of the same quality as your stationery. Place the recipient’s name and address at a fairly central point on the envelope. Place your own name and address in the upper-left corner. Single-space these elements.

16. Letter Tone Consider these factors regarding letter tone:
Establish and maintain a “you” perspective. A letter displaying a “you” perspective always puts the reader’s interest and feelings first.
Be polite and tactful. If you must express criticism, do so in a way that conveys good will and trust in the recipient.
Use plain English. Avoid letterese, the stuffy, puffed-up phrases some writers use to make their communications sound important.
Choose an organizing pattern. Decide if you want to be direct or indirect.

17. Global and Ethical Considerations
In terms of global issues, learn all you can about the letter recipient’s culture and preferences before corresponding. Problems can arise if you are too direct, express disagreement, or use salutations or complimentary closes that other cultures find offensive.
In terms of ethics, if you are tackling a difficult subject, avoid evasiveness, or overplaying or underplaying important information.

18. Guidelines for Letters in General
Follow these general guidelines when writing workplace letters:
Determine whether the situation calls for a letter, memo, or .
Use proper letter format and include all the required parts.
Place the reader’s needs first.
Decide on the direct or indirect approach.
Maintain a courteous, professional tone.
Avoid letterese.
Keep international readers in mind.

19. Guidelines for Conveying
Bad News
Letters are the appropriate medium for conveying bad news. Follow these guidelines when you find you are in the position to do so:
Don’t procrastinate.
Never just blurt it out.
Give a clear and honest explanation.
When you need to apologize, do so immediately.
Use the passive voice to avoid accusations but not to dodge responsibility.
Do not use “you” to blame the reader.

20. Common Types of Letters
Among the many types of business letters you may write on the job, the four most common types are:
inquiry letters
claim letters
sales letters
adjustment letters

21. Inquiry Letters
Inquiry letters ask questions and request a reply. They may be solicited (in response to an advertisement or announcement) or unsolicited (written for your own reasons). Follow these guidelines when writing inquiry letters:
Don’t wait until the last minute.
Whenever possible, write to a specific person.
Do your homework to ask the right questions.
Explain who you are and how the information will be used.

22. Inquiry Letters (continued)
Write specific questions that are easy to understand and answer.
Provide contact information.
Include a stamped, self-addressed envelope.
Say thank you and offer to follow up.

23. Claim Letters
Claim letters request adjustments for defective goods or poor services, or they complain about unfair treatment or something similar. Such letters are either routine (not debatable) or arguable (debatable). Follow these guidelines when writing claim letters:
Use a direct approach (routine claims).
Be polite and reasonable (routine claims).
Provide enough detail to clarify the basis for your claim (routine claims).

24. Claim Letters
Conclude by expressing goodwill and confidence in the company’s integrity (routine claims).
Use an indirect approach (arguable claims).
Once you’ve established agreement, explain and support your claim (arguable claims).
Conclude by requesting a specific action (arguable claims).

25. Sales Letters
Sales letters are written to persuade a current or potential customer to buy a company’s product or try its services. Follow these guidelines when writing sales letters:
Begin with a question or other attention-grabbing statement.
Get to the point.
Spell out the benefits for the recipients.
Persuade with facts and with appeals to the senses.
Tell the truth.
Close by asking readers to take action.

26. Adjustment Letters
Adjustment letters are written in response to a claim letter from a customer. They can be either positive (agreeing with the claimant) or negative (disagreeing with the claimant). Follow these guidelines when writing adjustment letters:
Begin with the good news (positive adjustment).
Explain what went wrong and how the problem will be corrected (positive adjustment).
Never blame employees as scapegoats (positive adjustment).

27. Adjustment Letters (continued)
Do not promise that the problem never will recur (positive adjustment).
End on a positive note (positive adjustment).
Use an indirect organizational plan (negative adjustment). Be sure the refusal is unambiguous (negative adjustment).
Avoid a patronizing or accusing tone (negative adjustment).
Close courteously and positively (negative adjustment).

28. Review Questions
1. Why do letters remain important in today’s workplace? 2. What are the standard elements of all business letters? 3. What are the optional elements often used in business letters? 4. What is block format? 5. What are four ways in which you can establish the right tone for a business letter?
Answers
1. They are more formal and personal than memos or messages.
2. Heading and date, inside address, salutation, body text, complimentary closing, signature.
3. Attention line, subject line, typist notation, enclosure notation, copy notation, postscript.
4. In block format, every line begins at the left margin.
5. Establish and maintain a “you” perspective, be polite and tactful, use plain English, choose an organizing pattern.

29. Review Questions (continued)
6. What are the steps to take when conveying bad news in a letter? 7. What is the purpose of an inquiry letter, and what are two types of inquiry letters? 8. What is the purpose of a claim letter, and what are two types of claim letters? 9. What is the purpose of a sales letter? 10. What is the purpose of an adjustment letter, and what are two types of adjustment letters?
Answers (continued)
6. Don’t procrastinate, never just blurt it out, give a clear and honest explanation, when you need to apologize, do so immediately, use the passive voice to avoid accusations but not to dodge responsibility, do not use “you” to blame the reader.
7. Inquiry letters ask questions and request a reply. They may be solicited (in response to an advertisement or announcement) or unsolicited (written for your own reasons).
8. Claim letters request adjustments for defective goods or poor services, or they complain about unfair treatment or something similar. Such letters are either routine (not debatable) or arguable (debatable).
9. Sales letters are written to persuade a current or potential customer to buy a company’s product or try its services.
10. Adjustment letters are written in response to a claim letter from a customer. They can be either positive (agreeing with the claimant) or negative (disagreeing with the claimant).