Business Comm: Chapter 6

letters go to suppliers, government agencies, other businesses, and, most important,

Customers.

Despite the advent of e-mail, social networking, and other digital communication technologies, in certain situations ______________ are still the preferred channel of communication for delivering messages outside an organization.

Letters

Positive Messages

Routine, straightforward messages that help workers in organizations conduct everyday business.

E-mails, memos, and letters are the channels most frequently used. In addition, businesses today must listen and respond to _______________

Social Media

Many business transactions require a permanent record. For example, when a company enters into an agreement with another company, business letters introduce the

agreement and record decisions and points of understanding. Business letters deliver contracts, explain terms, exchange ideas, negotiate agreements, answer vendor questions, and maintain customer relations.

You may think that everybody is online, but at an Internet penetration rate in North America of _______ % , a portion of the U.S. population is still unplugged.

89

Direct Claims

A claim to which the customer expects the receiver to agree readily; also called a straightforward claim

business letter

A primary channel of communication for delivering messages outside of an organization.

Whether you send a business letter will depend on the situation and the preference of your organization. Business letters are necessary when the situation

demands a permanent record; requires confidentiality; calls for formality and sensitivity; and favors a persuasive, well-considered presentation.

In the workplace most messages are positive or neutral and, therefore,

direct.

Business letters are confidential. They are less likely than electronic media to be

intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients

letters encourage

product feedback, project a favorable image of the organization, promote future business, and signal greater formality.

Positive messages are _____________ ; they help workers conduct everyday business. Such routine messages include simple requests for information or action, replies to customers, and explanations to coworkers.

straightforward