Ch: 2 Business Correspondence

1. Letter
2. Memo
3. CV
 Letter
A letter is a written message that can be
handwritten or printed on paper. It is usually sent
to the recipient via mail or post in an envelope,
although this is not a requirement as such.

Any such message that is transferred via post is a

letter, a written conversation between two parties.
 Types of Letters
Letter

Formal Letter Informal Letter

Personal Letter
Business Letter

Official Letter

Demi Official Letter

Internal Letter

Social Letter
 Internal Letter

Form Letter

Report Letter
Notice Letter
Business Letter

Circular Letter

Letter of enquiry

Letter of complaint

Letter of order

Collection Letter

Adjustment Letter

Sales Letter

Letter of acceptance
 Formal Letter
A formal letter is one written in a formal and ceremonious language
and follows a certain stipulated format. Such letters are written for
official purposes to authorities, dignitaries, colleagues, seniors, etc
and not to personal contacts, friends or family.

Informal Letter
Informal letters are written to close acquaintances of the writer,
their friends, family, relatives, etc. Since they are written to close
relations the letters have an informal and personal tone. Casual
language is used while writing informal letters. And sometimes the
letters may even have an emotional undertone.
BUSINESS LETTER
 Business Letter
A business letter is a letter from one company to another, or
between such organizations and their customers, clients, or other
external parties. The overall style of letter depends on the
relationship between the parties concerned. Business letters can
have many types of content, for example to request direct
information or action from another party, to order supplies from a
supplier, to point out a mistake by the letter's recipient, to reply
directly to a request, to apologize for a wrong, or to convey
goodwill. A business letter is sometimes useful because it produces
a permanent written record, and may be taken more seriously by
the recipient than other forms of communication.
Essentials qualities /Features of Business letter
1. Concise information
2. Complete Information
3. Writing actively
4. Being specific
5. Using a positive tone
6. Structural basis
7. Ease of language
8. Free from grammatical error
9. Precision of facts
10.Maintaining Courtesy
Purpose of Business Letter
1. To establish business relationship
2. To make enquiry
3. To take right decisions
4. To place orders
5. To create good will
6. To save time and cost
7. Expand markets
8. To overcome misunderstanding
9. To settle transactions
10.To keep records
 1. THE LETTER HEAD / THE SENDER’S ADDRESS

 Includes the company’s logo / symbol / name, address, ZIP,

telephone number, fax number, email address and website of
the company.
 Printed at the top center/left or the right side.

SENDER’S ADDRESS:
It is usually given in
the letter head, but if
there is none, the
Sender’s Name,
Address and
Contact details can
be typed.
 2. REFERENCE

 Include a reference line to identify a file or case number,

invoice number or any other internal identifying information,
if your company requires one.
 Some companies have specific reference codes that they
place either in a reference line below the date, or at the very
bottom of the letter.

REF.HMT/25/2005/114
 3. DATE

 Date consists of the date, name of the month and the year.
 If the letter sheet includes a letterhead, type the date from 2 to 3 lines under
the letterhead, else type it under the return address.
 Never send a letter without a date.

 The date is written in two styles.

1. The British Method (ordinal numbers) : 4th July, 2012
2. The American Method (cardinal numbers) : July 4, 2012

 Never write like 7-2-12 or 7/2/12 because it shows that the writer is careless or
in a great hurry.
 4. THE INSIDE ADDRESS

 Includes the name and address of the firm or the individual

to whom the letter is written.
 Written on the left side, beside the margin, two spaces below the
date- line.
 Use Courtesy titles before names of the receiver such as Mr., Mrs.,
Shri, Smt., Miss, Ms, Messrs, Dr, Prof., Capt., Maj., Col., Gen. etc.
 The address can also begin with a job title or a department (if you
don’t know the name). For e.g. : The Sales Manager, The Accounts
Department etc.
5. SUBJECT AND RECEIVERS REFERENCE NO
 Subject is use so that the reader immediately knows what your letter is
about.
 Use “Subject” or “Re”.
 Subject usually comes between Salutation and body.
 The receiver's references i.e. the receiver’s pervious letter number is
mentioned under the heading reference.
 This will enable the receiver to easily take out a copy of his own
letter
from his files and understand the matter in the reply.

 e.g. Your Reference :MBM/SD/285/05 DATED 5th oct.2005

 6. SALUTATION

 It is a compliment or greeting.
 Written beside the left hand margin, two spaces below the
Inside address and two lines above the body of the letter.
 It is followed by a comma (,) or a colon (:).
 Salutation depends on the gender, type, number or the social status of
the person addressed.

Ex: Dear Sir, Dear Sales Manager,

Dear Madam, Dear Customer,
Dear Amit Das, Dear Ladies and Gentlemen,
Respected Sir,
Dear Mr. John,
Dear Nancy,
 7. BODY

 Begins two spaces below the salutation.

 Contains the message or the information to be communicated.
 Most important, lengthiest, prominent part- written in correct, appealing
and impressive style.
 Divided normally into 3 parts:
1) Introductory paragraph
2) Middle paragraph
3) Closing paragraph
 Double space between paragraphs.
 If letter exceeds one page, repeat the recipient's name, date,
reference/subject line and put page number.
 Continue your letter three lines below the heading.
 8. COMPLIMENTARY CLOSE

 It is written two spaces below the last line of the body.

 It is a polite way of saying “ Good bye”.
 It depends on the tone and degree of formality.

Formal: Respectfully yours, Sincerely, Yours

faithfully

Informal: Cordially yours, Warm Regards, Best wishes

 9. THE SIGNATURE AND DESIGNATION

 Written double space below the complimentary close.

 First comes Signature (pen written). Sign your first and last
name.
 Second line - type written name.
 Third line - business title.
 The signature acts as proof.
 10. ENCLOSURES

 This line tells the reader to look in the envelope for more.
 Write Enc./Encl./Enclosure below the signature block.

e.g. : Enclosure
Enclosures: 3
Enclosures :
Check #231
for $500
 If you don't enclose anything, skip it.
 11. REFERENCE INITIALS

 If someone else has composed typed the letter for you, it is

common for them to indicate so with initials.
 Typically it is your initials in upper case followed by the other
initials in lower case.

 SWA/KA - (composer/typist)
 SWA:KA
 12. COPY NOTATION

 When other people are to receive a copy of the same

letter, their names are noted either by their ranks or by
alphabetically.
 Written just below the reference initials or the enclosure
whichever is last.
 Type “cc” before the names if sending a “carbon
copy(to)” and “pc” for photocopy (to).

CC: Jim Blue, Jennifer Louis

Various Styles of Business Letters
Style of A Business Letter:

1. Full Block Style

2. Block Style
3. Semi Block Style
4. Indented Style
5. Simplified Style
6. Hanging Indented Style
1. Full Block Style
Full block style is a letter format in which all text is
justified to the left margin. In block letter style,
standard punctuation is placed after salutations and
in other headings.
2. Block Style
Block Style is a letter format that every line starts flush with the left margin.
 3. Semi Block Style
Semi-block format or style is frequently called modified
semi-block because it is a slightly less formal
modification of full block format. This letter style places
the date line in alignment with, or slightly to the right
of dead center. Another option for placing the date line
in semi-block is flush right. Similar to full block, semi-
block places the inside address, salutation and any end
notations flush with the left margin. However, unlike
full block, each body paragraph of semi-block is
indented five spaces. The complimentary close and
signature block are aligned under the date.
 4. Indented Style
Indented style is somewhat more complicated than other popular styles of
business writing. In indented style, new paragraphs in a piece of writing are
indented—that is, they begin about 1.5 centimeters to the right of the left
margin. Other parts of a business letter are moved farther to the right half
of the page. Indented style is one of the older formats for business writing
currently in use, though other formats are becoming more popular.
Indented style is a format that many of today’s business people were trained
to use.
 5. Simplified Style
This is another modification of the fully-blocked style. This style is used when
you write a letter and you do not know the name and title of the person to
whom you are writing the letter. The salutation and the complimentary
closing are used in this style. The subject is mentioned din capital fonts and
that subject need not be underlined.
 6. Hanging Indented Style
This very useful style places the first words of each paragraph prominently on
the page. It is useful for letters that deal with a variety of different topics.
However, for normal business communications, this style is very rarely used.
The first line of the paragraph begins at the left-hand margin. And the other
lines of the same paragraph are indented three to four spaces. This is the
reversal of semi-indented style discussed in other page.
 LAYOUT
1. BLOCK
 Each line of every part begins at the left margin.
 At least one line space between each part.
 Time saving method and beautiful to look at, also known as American style.
2. INDENT
 New paragraphs begin about 1.5 centimeters to the right of the left margin.
 This style is also known as Hanging style.
 This method consumes a lot of time, looks shabby , therefore out of
practice.
3. SEMI BLOCK/MODIFIED BLOCK
 Some parts are typed in block method and other parts are
indented.
 Return address, date, closing and signature start just to the
right of the
center of the page or may be flush with the right margin.
 TYPES OF BUSINESS LETTERS

• Inquiry
• Order
• Refusal
• Acceptance
• Quotation
• Follow up or Cancelation
• Compliance
• Complaints, Claims, Adjustments
• Settlement
• Collection
• Agency
• Sales letters
 GOOD / NEUTRAL NEWS LETTERS

 OPENING
 Mention the Best news or summarise the main idea.

 MIDDLE
 Explanations, details, reader benefits, background.

 END
 Use goodwill ending.
 Positive friendly, clear statement of action desired, motivation
to action, willingness to help further, appreciation.
 Examples of Good/ Neutral news letters:

 Approving Credit
 Acknowledgements
 Acceptance letters
 Letters of Appreciation, Congratulations, Condolence
 Confirmations, Granting favors and other requests.
 Summaries
 Adjustments
 Transmittals
 Announcements
 Goodwill messages
 Thank your notes
 BAD / NEGATIVE NEWS LETTERS
 OPENING
1. Buffer
2. Begin with reader interest information.
3. Agreement, Appreciation, Assurance, Compliment, Cooperation.
4. Give good news (if you can grant any)

 MIDDLE
1. Present negative element as positively as possible.
2. Explanation and analysis of the circumstances.
3. Decision, implied or expressed with resale and or helpful
suggestions.

 END
1. Positive, courteous, friendly, firm and forward looking
ending.
 Examples of Bad/ Negative News letters
 Refusing Credit.
 Refusing adjustments on Claims and Complaints.
 Answering Non-Sales related inquiries.
 Declining invitations and requests for favours.
 Announcing a bad news about prices or services.
 Rejection Letters.
APPLY “SEVEN C’S” OF COMMUNICATION

1. COMPLETENESS: Letter should not lacks its purpose.

Provide all necessary information. E.g. Order should
not only mention quantity but also size, price,
packaging, delivery, transportation charges, discount
rates, payment item and condition etc
2. CONCISENESS: Be to the point, avoid unnecessary
repetitions and include only relevant material.
3. CONSIDERATION: Focus on “you” instead on “I” or
“We”, Show reader benefits and emphasize positive
pleasant facts.
4. CONCRETENESS: Use specific facts and figures, put
action in verbs and choose image building words.
5. CLARITY: Choose precise, concrete and familiar words.
Construct effective sentences and paragraphs. Reader should
understands the matter in first reading.
6. COURTESY: Whether writing a complaint or a concern, be
sincere, thoughtful, appreciative, courteous and respectful.
Offer to do whatever you can, within reason, to be
accommodating and helpful.
7. CORRECTNESS: Use right level of language. Double check
the facts, figures, dates, price, spelling and grammar.
Maintain acceptable writing mechanics.
Starting • We are / I am writing
• to inform you that ...
• to confirm ...
• to request...
• to enquire about …

Referring to previous • Thank you for your letter of March 15.

contact • Thank you for contacting us.
• Thank you for your letter regarding ...
• With reference to our telephone
conversation yesterday...
•It was a pleasure meeting you in London last
month.

Making a request •We would appreciate it if you would ...

•In addition, I would like to receive ...
•It would be helpful if you could send us ...
•I am interested in (obtaining / receiving) ...
•Please let me know what action you propose
to take.
Offering help • Would you like us to ...?
• We would be happy to ...
• We are quite willing to ...
• Our company would be pleased to ...
Giving good news • We are pleased to announce that ...
• I am delighted in inform you that ..
• You will be pleased to learn that ...
Giving bad news
• We regret to inform you that ...
• I'm afraid it would not be possible to ...
• After careful consideration we have decided (not) to ...

Complaining
• I am writing to express my dissatisfaction with ...
•Please note that the goods we ordered on ( date )
have not yet arrived.
• We regret to inform you that our order n ----- is
now
considerably overdue.
•I would like to query the transport charges which seem
unusually high.
 TIPS

• IMPORTANT: Draft your message, Revise, Edit, Rearrange and Proof

read.

• Maintain proper margins.

• Use the right font size, style and colour.
• Strike the right tone: be brief and professional, don't be too blunt or
flattery.
• Use a quality pen to sign the letter and thoroughly read before you
send it
• Neatly fold the letter into thirds and post it in a clean envelope(with
company logo).
• Neatly print/write your return address and the recipient's address
on the envelope
 REFERENCES

BOOKS
 Bhatia, C. , Business Communication, Ane Books India, Ane’s Student
Edition, 2008, PP 243 - 350
 Locker, K and Kaczmarek, S., Business Communication - Building Critical
Skills, Tata McGraw Hill, 3th edition, 2007, PP 128 - 190
 Murphy, H. Hildebrandt, H and Thomas, J. , Effective Business
Communication, Tata McGraw Hill, 7th edition, 2010, PP 156 – 276

WEB LINKS
 http://www.sc-s.si/blog/wp-content/business-letter.pdf

 http://www.mahidachintan.com/documents/Unit-8.pdf
 http://www.mahidachintan.com/documents/Unit-8.pdf
 http://www.icosmos.com.tw/templates/images/files/9789861845
586.pdf
 http://www.4hb.com/letters/business-letter-format.html