1. Technical Communication, 11th Edition
Chapter 17
Workplace Letters
Technical Communication, 11th Edition
John M. Lannon

2. When a Letter is Better than a Memo or Email
Use a letter when you need to
Personalize your message
Convey a dignified, professional impression
Act as a representative of your company or organization
Present a carefully constructed case
Respond to clients, customers, or anyone outside your organization
Provide an official notice or record

3. Date and inside address
Parts of a Letter
Heading / company name
Date and inside address
Salutation
Body of letter
Closing and signature
Any notations

4. Specialized Parts of a Letter
Attention line
Subject line
Typist’s initials
Enclosure notation
Distribution notation
Postscript

5. Design Features Availability of Pre-designed Templates
can be provided by your company or word-processing software
Quality stationary
Uniform margins and spacing
Headers for subsequent pages
The envelope

6. Interpersonal Considerations
Focus on the recipient’s interests.
Use plain English.
Focus on the human connection.
Anticipate the recipient’s reaction.
Decide on a direct or indirect organizing pattern.

7. Conveying Bad News Don’t procrastinate Never just blurt it out
Give a clear and honest explanation
When you need to apologize, do so immediately
Use passive voice to avoid accusations but not to dodge responsibility
Keep it personal
Consider the format and medium

8. Types of Letters Inquiry letters Claim letters Routine Arguable
Adjustment letters

9. Inquiry Letters Sent to request information or services
Can be solicited or unsolicited
If questions are too numerous or complex, you may want to request an interview
Unsolicited letters are less intrusive than unsolicited phone calls

10. Claim Letters
Claim letters are used to request adjustments for defective goods or poor services.
Routine Claims
Straightforward because they are backed by a contract, guarantee, or company reputation
Arguable Claim
Used when you must persuade the recipient to grant a debatable claim

11. Adjustment Letters
Companies generally grant any adjustments that seem reasonable to gain goodwill.
Granting Adjustments
Begin with good news
Explain what went wrong and how the problem will be solved
Never use employees as scapegoats
Do not make any promises that can’t be kept
End on a positive note

12. Adjustment Letters
Companies must write refusals when customers have misused the product or are mistaken about policy.
Refusing Adjustments
Use an indirect organizational plan
Be ambiguous
Avoid a patronizing or accusing tone
Close the letter courteously and positively

13. Any questions?
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