1. Writing skills: Business letters, memos and electronic communication

2. Qualities of business letters
Concise
keep sentences short but vary length for interest
Simple and clear - avoid technical jargon
Accurate information
Courteous
Positive and non-discriminatory language
Logical sequence
Maintain goodwill
“You” attitude

3. Simple and clear language
Examples of formal language in business letters
…enclosed please find our brochure for your viewing.
…we’ve sent, under separate cover…
…enclosed herewith…
…please do not hesitate to contact the undersigned
…we refer to your letter of 27th instant, and wish to advise that...

4. Words to avoid; words to use
Avoid these Use these
You’ll see I’ve attached
Get underway / start
Discover / find out
Will try / will attempt
Make it easier for you If
So / so that you’ll
About
Before
Because
Herewith
Commence
Ascertain
Endeavour
Facilitate
In the event of
In order to
With regard to
Prior to
Due to the fact that

5. Replace the following phrases
At this particular point in time
Now
Kindly advise
Please let us know
Receipt is acknowledged
Thank you for …
Subsequent to
After

6. Courteousness You have obviously misunderstood our earlier letter
We apologise for any misunderstanding our first letter caused
Your letter concerning the alleged loss of goods in transit
Thank you for informing us about the loss of your goods during delivery

7. Positive language Negative Positive Possibly this can …..
Company policy prevents…
Your order is on its way
to you now.
You will be delighted with
your new television.
I have successfully
completed work experience
as an assistant in an
accounting firm.
It is not unlikely that …
Company policy does not
allow ….
Your order will be filled.
You will not regret buying
this fine television.
My only work experience
is two Christmas vacations
as an assistant in an
accounting firm.

8. “Me” vs “You” attitude
We are pleased to announce that Smith Health Food Emporium is expanding its premises.
You will be pleased to know that the Smith Health Food Emporium is expanding its premises.
We sent your merchandise last Tuesday.
Your merchandise was sent to you last Tuesday.

9. Business letter layout
letterhead
date
inside address
salutation
body
complimentary close
signature and author’s identification
references

10. Types of business letters
Good News or Neutral News letters
convey positive or neutral information
letters of enquiry, acceptance, sales letters etc.
Bad News or Refusal letters
convey unwelcome news
may still provide an opportunity to promote goodwill
unsuccessful job applications, declining invitations etc ….cont.

11. Types of business letters cont.
Persuasive letters
encourage behaviour change or specific action
sales / marketing letters, job application letters, debt collection letters etc.

12. Good News or Neutral letters
Identify purpose
Include the good news in the first paragraph
Provide supporting details in middle paragraph
Close with a goodwill statement

13. Bad News or Refusal Letters
The opening should be neutral
Explain the situation
State the bad news
Close with a positive statement

14. Persuasive letters Catch the reader’s Attention
Develop an idea that will Interest the reader
Develop the reader’s Desire to have what you are selling
Conclude with a statement specifying the Action to be taken

15. Letter of Apology Statement of empathy for inconvenience caused
Apology based on facts of situation
Outline action taken to prevent re-occurrence
Offer remedy
Express desire for continued relationship
Provide contact details

16. Memoranda (Memos) When should you use a Memo?
For internal communication
Written record
Need to be brief and concise

17. . . . Think outside the box Use 4 lines
Without lifting your pen, the line must pass through all the dots.

19. Electronic communication
E.mail
Internet & www
Intranet
Discussion groups/chat rooms
CD ROM

20. Advantages & Disadvantages?
E.mail
Internet & www
Intranet
Discussion groups/chat rooms
CD ROM