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