1. Business Communication: Process and Product, 6e Mary Ellen Guffey Copyright © 2008 Chapter 8 Positive Letters and Messages

2. Ch. 8, Slide 2 Mary Ellen Guffey, Business Communication: Process and Product, 6e Applying the Writing Process Prewriting Analyze Anticipate Adapt  Identify your purpose.  Visualize the receiver.  Predict the receiver’s reaction.  Consider ways to adapt your message to achieve your goal.

3. Ch. 8, Slide 3 Mary Ellen Guffey, Business Communication: Process and Product, 6e Applying the Writing Process  Collect information  Choose the most effective pattern of organization.  Compose the first draft. Writing Research Organize Compose

4. Ch. 8, Slide 4 Mary Ellen Guffey, Business Communication: Process and Product, 6e  Revise for clarity and conciseness.  Proofread for correctness.  Decide whether this message will achieve its purpose. Revising Edit Proofread Evaluate Applying the Writing Process

5. Ch. 8, Slide 5 Mary Ellen Guffey, Business Communication: Process and Product, 6e Analyzing the Structure of Positive Letters Opening Body Closing Anaconda Trading Co. 4340 Anaconda Drive Victorville, CA 92392 760.222.3525

6. Ch. 8, Slide 6 Mary Ellen Guffey, Business Communication: Process and Product, 6e Structure of Positive Letters: Opening Frontload in the opening.  Begin with the main idea.  Tell immediately why you are writing. Anaconda Trading Co. 4340 Anaconda Drive Victorville, CA 92392 760.222.3525

7. Ch. 8, Slide 7 Mary Ellen Guffey, Business Communication: Process and Product, 6e Structure of Positive Letters: Body Explain in the body.  Present details that explain the request or response.  Group similar ideas together.  Include graphic highlighting to spotlight main points. Anaconda Trading Co. 4340 Anaconda Drive Victorville, CA 92392 760.222.3525

8. Ch. 8, Slide 8 Mary Ellen Guffey, Business Communication: Process and Product, 6e Structure of Positive Letters: Closing Be specific and courteous in the closing.  For requests, tell specifically what action you want taken and provide an end date (deadline) if appropriate.  For other routine letters, provide a courteous, concluding thought. Anaconda Trading Co. 4340 Anaconda Drive Victorville, CA 92392 760.222.3525

9. Ch. 8, Slide 9 Mary Ellen Guffey, Business Communication: Process and Product, 6e Formatting Business Letters WEB: cypress@grid.com 5090 Katella Avenue PHONE: (310) 329-4330 Anaheim, CA 92642 FAX: (310) 329-4259 May 18, 2008 Ms. LaTonja Williams Health Care Specialists 2608 Fairview Road Costa Mesa, CA 92627 Dear Ms. Williams: Subject: Formatting Business Letters WEB: cypress@grid.com 5090 Katella Avenue PHONE: (310) 329-4330 Anaheim, CA 92642 FAX: (310) 329-4259 May 18, 2008 Ms. LaTonja Williams Health Care Specialists 2608 Fairview Road Costa Mesa, CA 92627 Dear Ms. Williams: Subject: Formatting Business Letters LetterheadDateline Inside Address Salutation Subject Line CYPRESS ASSOCIATES, INC. 2 inches from top of page 2 to 7 blank lines 1 blank line

10. Ch. 8, Slide 10 Mary Ellen Guffey, Business Communication: Process and Product, 6e At your request, this letter illustrates and explains business letter formatting in a nutshell. The most important points to remember are these: 1. Set margins between 1 and 1½ inches; most word processing programs automatically set margins at 1 inch. 2. Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead, whichever position is lower. 3. Allow about 5 lines after the date—more lines for shorter letters and fewer lines for longer ones. The two most popular letter styles are block and modified block. Block style, with all lines beginning at the left, causes the least trouble. In modified block-style letters, At your request, this letter illustrates and explains business letter formatting in a nutshell. The most important points to remember are these: 1. Set margins between 1 and 1½ inches; most word processing programs automatically set margins at 1 inch. 2. Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead, whichever position is lower. 3. Allow about 5 lines after the date—more lines for shorter letters and fewer lines for longer ones. The two most popular letter styles are block and modified block. Block style, with all lines beginning at the left, causes the least trouble. In modified block-style letters, Numbered list for improved readability One blank line between paragraphs

11. Ch. 8, Slide 11 Mary Ellen Guffey, Business Communication: Process and Product, 6e the date and closing lines start at the center. For both styles the complimentary close is followed by three blank lines before the writer’s signature. Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below. So that you can see additional styles, I’m sending our office style guide. I certainly hope this material is helpful to you and your assistants, Ms. Williams. Sincerely, Sharon Montoya Executive Director SM: lef Enclosure the date and closing lines start at the center. For both styles the complimentary close is followed by three blank lines before the writer’s signature. Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below. So that you can see additional styles, I’m sending our office style guide. I certainly hope this material is helpful to you and your assistants, Ms. Williams. Sincerely, Sharon Montoya Executive Director SM: lef Enclosure Complimentary Closing Printed Name and Title Reference Initials 1 blank line 3-4 blank lines

12. Ch. 8, Slide 12 Mary Ellen Guffey, Business Communication: Process and Product, 6e The Five Ss of Goodwill Messages  Be selfless. Discuss the receiver, not the sender.  Be specific. Cite specifics rather than generalities.  Be sincere. Show your honest feelings with unpretentious language. In expressing thanks, recognition, or sympathy:

13. Ch. 8, Slide 13 Mary Ellen Guffey, Business Communication: Process and Product, 6e The Five Ss of Goodwill Messages  Be spontaneous. Make the message sound natural, fresh, and direct. Avoid canned phrases.  Keep the message short. Although goodwill messages may be as long as needed, they generally are fairly short. In expressing thanks, recognition, or sympathy:

14. Ch. 8, Slide 14 Mary Ellen Guffey, Business Communication: Process and Product, 6e  Send a brief note expressing your appreciation.  Tell how good the message made you feel.  Accept praise gracefully. Don’t make belittling statements (I’m not really that good.) Answering Congratulatory Messages

15. Ch. 8, Slide 15 Mary Ellen Guffey, Business Communication: Process and Product, 6e End