Letters

1. Letters • Objectives • Essential components • Formats • Different Types • Technical Writing Criteria

2. Letter Objectives • Serve as external communication • Reflect on you and your company • Constitute a legally binding contract No matter what type of letter you write • Follow accepted letter formats • Maintain the proper tone • Avoid errors

3. Letter Essentials • Letterhead (writer’s) address • Date • Reader inside address • Salutation • Text (Introduction, Body, Conclusion) • Complimentary close • Typed name and signature

4. Introduction • Why are you writing? • What are you writing about? • For example -- As a graduating senior from DeVry, I am interested in information about your MBA program.

5. Body • What exactly do you want to say or ask? • Consider using an itemized list for access.

6. Conclusion • What’s next? • Whendo you expect a response? • Why is that date important? • For example -- Your response by April l2 will allow me time to take the GRE and apply to graduate school. Thank you for your help.

7. Optional Letter Components • Subject line • All capital letters two spaces below the inside address and two spaces above the salutation • New page notations • Cite your name, the page number, and the date on all pages after page 1. • Place either flush with the left margin at the top of subsequent pages or across the top of subsequent pages.

8. Optional Letter Components • Writer’s and typist’s initials • Enclosure notation • Two spaces below the typed signature or two spaces below the writer and typist initials • Enc: or Enclosure: • Show the number of enclosures -- Enclosures (2) • Or specify what has been enclosed – Enclosures: January Invoice

9. Optional Letter Components • Copy notation • A complimentary copy is designated by a lowercase cc: • A photocopy is designated by a lowercase pc: • Type notation two spaces below the typed signature or two spaces below either the writer’s or typist’s initials or enclosure notation. • List the readers’ names following the copy notation. Sincerely, Brian Altman Brian Altman Enclosure:August Report Pc: Marcia Rittmaster

10. Letter Formats • Full Block • Full Block with Subject Line • Modified Block • Simplified

11. Types of Letters • Inquiry • Cover • Good news • Bad news • Complaint • Adjustment • Sales

12. Letters of Inquiry • Introduction • Clarify your intent in the introduction (why?) • Identify the subject matter (what?) • Discussion • Specify your needs • Ask precise questions or list specific topics • “Will the roofing material cover 150’ X 180’?” • Conclusion • Conclude precisely • Provide dated action; explain why

13. Cover Letters • Tells your readers up front what they are receiving • Focuses your readers’ attention on key points within the enclosures • Introduction:why you are writing and what you are writing about • Discussion: exactly what you’ve enclosed or exactly whatof value is within the enclosures • Conclusion: what you want to happen next, whenyou want this to happen, and whythe data are important

14. Good News Letters • Introduction: explain why you’re writing and tell what you’re writing about • Discussion: explain exactly what has justified the promotion or the commendation • Conclusion: what you plan next, when this action will occur, and why the date is important Congratulations

15. Bad News Letters • Tact is required. • Couch the negatives in positive terms. • Introduction: begin with a buffer • Discussion: states the bad news; preface your assertions with quantifiable proof • Conclusion: give your readers an opportunity for future success; provide options to your readers

16. Complaint Letters • Introduction: politely state the problem; include supporting documents • Discussion: explain in detail the problems experienced; be specific; document your claims; state what you want done and why • Conclusion: end your letter positively; reflect your company’s professionalism; include phone number and when you may be reached

17. Adjustment Letters • Aka reponse to letter of complaint • 100 Percent Yes Letter (good-news letter) • You agree 100 percent with the writer of the complaint letter • 100 Percent No Letter (bad-news letter) • You disagree 100 percent with the writer of the complaint letter • Partial Adjustment Letter • May agree with some of the writer’s complaints • May disagree with other aspects of the complaint

18. Sales Letters • Arouse reader interest • An anecdote, a question, a quotation, data • Develop your assertions • Specify exactly what you offer to benefit your readers or how you’ll solve your readers’ problems • Provide data to document your assertions • Give testimony from satisfied customers • Document your credentials • Make your readers act • Present an appealing style

19. Block Format Letter • When you use the block form to write a business letter, all the information is typed flush left, with one-inch margins all around. First provide your own address, then skip a line and provide the date, then skip one more line and provide the inside address of the party to whom the letter is addressed. If you are using letterhead that already provides your address, do not retype that information; just begin with the date. For formal letters, avoid abbreviations where possible. • Skip another line before the salutation, which should be followed by a colon. Then write the body of your letter as illustrated here, with no indentation at the beginnings of paragraphs. Skip lines between paragraphs. • After writing the body of the letter, type the closing, followed by a comma, leave 3 blank lines, then type your name and title (if applicable), all flush left. Sign the letter in the blank space above your typed name. Now doesn't that look professional?

20. Sample Block Format Letter • Your Name Your Address Your City, State, Zip Code Your Phone Number Your Email Date Name Title Organization Address City, State, Zip Code Dear Mr./Ms. Last Name: First Paragraph: Why You Are Writing. Remember to include the name of a mutual contact, if you have one. Be clear and concise regarding your request. Middle Paragraphs: What You Have to Offer. Convince the readers that they should grant the interview or appointment you requested in the first paragraph. Make connections between your abilities and their needs or your need for information and their ability to provide it. Final Paragraph: How You Will Follow Up. Remember, it is your responsibility to follow-up; this relates to your job search. State that you will do so and provide the professional courtesy of indicating when (one week's time is typical). Sincerely, Your Signature Your Typed Name

21. Technical Writing Criteria • Clarity • Conciseness • Accessibility/Design • Audience recognition • Audience involvement • Accuracy