Business Letters
When are business letters preferred over emails
a permanent record is required confidentiality is paramount formality and sensitivity are essential
Letter is the best communication channel when...
a persuasive well considered message is required
First thing do do when writing a letter
analyze the purpose of the letter and reader
3 characteristics that distinguish good letters
clear content concise format courteous tone
What strategy do straightforward claims use
direct
When writing a letter that contains mostly good news but may have some negative elements what strategy of organization should you use
direct
Routine business letters should be written using what strategy
direct strategy
What should you do in body of adjustment letter
explain how you are complying with the claim
Thank you notes should be written for
favors gifts hospitality
Goodwill messages
messages written to express thanks, congratulations, recognition or sympathy
How to achieve a tone of goodwill
present the message from the readers point of view
Goals in writing adjustment letters
rectify a wrong regain customer confidence promote future business
Sympathy notes
refer to death or misfortune sensitively and offer assistance without going into excessive detail
Correspondence for everyday business transactions consists mainly of
routine request and responses
5 S's of goodwill message
selfless specific sincere spontaneous short
Great business writers do what in the opening paragraph of a routine letter
state immediately why they are writing
What view is one of the ways to build goodwill in business letters
the "you" view
Adjustment letter
the letter a company writes when it received a claim and decides to respond favorably
What should you do to make sure the content of your letter is clear
use short sentences and paragraphs
what is a claim
when a customer must write to identify or correct a wrong the letter is called a claim