Four Types of Business Letters

1. Four Types of Business Letters Based off of Kolin Chapter 6 For Business Writing By Dr. Jennifer L. Bowie

2. Two Letter Techniques: Direct vs. Indirect • Best for: • Good news • Non-emotional issues • Audiences that prefer a straightforward approach • Best for: • Bad news • Less direct readers (some international) • Sensitive situations • Issues that need explaining • Introduction: • Establishes a reason for writing • Presents main idea • Introduction: • Acts as a buffer with a positive or neutral statement • Compliments the readers, agrees, appreciates, thanks, and more • Body: • Provides and explains details • Body: • Explains situation first • Leads up to the point/issue • States point/issue • If possible, links bad news with benefits • Does not place blame • Conclusion: • Reminds of any deadlines • Presents call for action • Looks to future • Conclusion: • Does not apologize • Gracious closing

3. Tips For Business Letters • Think of them as mainly persuasive documents • Write a reader-orientated document not a writer-oriented document • Be respectful

4. Inquiry Letters Purpose: Ask for information • State clearly what information you are requesting and why • Write specific, concise, to the point questions that are both easy to understand and easy to answer • Use bullets to highlight the questions • Leave space for the readers to answer the questions • Attach a questionnaire if you have more than 5 questions • Specify when you need the answers by • Thank the reader

5. Special Request Letters Purpose: Make a special demand • State clearly who you are and why you are writing • Convince the reader to help • Show you are hard working • Discuss your reason for the request • Show you understand the situation and have done research • Discuss why the person you are writing to is the best person to help • Write specific, concise, to the point questions that are both easy to understand and easy to answer • Use bullets to highlight the questions • Leave space for the readers to answer the questions • Attach a questionnaire if you have more than 5 questions • Specify when you need the answers by • Thank the reader • Offer the reader a copy of the report or results • Ask for necessary permissions

6. Sales Letters Purpose: to persuade the readers to “buy” a product, service, idea, or point of view • Grab the reader’s attention • Highlight the product’s appeal • Show the product's use • Conclude with a request for action (buy it!) • Appeal to the reader with reader-centered issues (health, convenience, service, saving money…) • Use concrete words and colorful verbs • Be ethical and truthful • Don’t brag or go on

7. Customer Relations Letters Purpose: establish and maintain good relationships with the customers • Be diplomatic • Be persuasive • Write from and understand the reader’s perspective • There are several types…

8. Claim Letters: A Type of Customer Relations Letter Purpose: Express a complaint and request specific action (must have both) • Choose a direct or indirect approach • Direct is best for routine claim letters: claim is backed by guarantee, warrantee, contract, reputation, or more • Indirect is best for arguable claim letters: when the claim is debatable or unusual • Use a professional, rational, if possible positive, tone, and not a hostile, negative, and/or emotional tone • Clearly describe product or service with necessary details • Explain the problem with details • Propose a fair, precise, and appropriate request/adjustment • Present an explicit deadline

9. Adjustment Letters: AType of Customer Relations Letter Purpose: Respond to claim letter with solution • Work to reconcile the situation and restore the customer's trust in your company • “Be prompt, courteous, and decisive” • Use a positive or neutral tone without being begrudging or taking full blame • Two types: “Yes” or “No”

10. “Yes” Adjustment Letters • Start with an apology and admit claim is justified • Quickly present favorable news • Specifically state how you are correcting the problem • Explain what happened and why • Conclude with a friendly, positive note

11. “No” Adjustment Letters • Use an indirect approach • “Thank the customer for writing” • Restate the customer’s problem • Explain what happened and why without placing blame • Clearly state discussion without hedging • Link “no” to benefits • Conclude with concise gracious statement to (leave) open the door to future business

12. There are the four types. Enjoy writing!