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The term “business letters” refers to any written communication that begins with a salutation, ends with a signature and whose contents are professional in nature. Historically, letters were sent via postal mail or courier, although the internet is rapidly changing the way companies communicate. There are many standard types of business letters, and each of them has a specific focus. 1) Sales Letters: Typical these start off with a very strong statement to capture the interest of the reader. Since the purpose is to get the reader to do something, these letters include strong calls to action, detail the benefit to the reader of taking the action and include information to help the reader to act, such as including a telephone number or website link. 2) Order Letters: Order letters are sent by consumers or companies to a manufacturer, retailer or wholesaler to order goods or services. These letters must contain specific information such as model number, name of the product, the quantity desired and expected price. Payment is sometimes included with the letter. 3) Complaint Letters: A letter of complaint will almost certainly result in an official response if you approach it from a company like perspective. Make the complaint brief, to the point and polite. Politeness pays off regardless of the extent of anger you are actually feeling while composing this type of letter. The words and tone you choose to use in a letter complaining to a company may be the deciding factor on whether your complaint is satisfied. Be direct but tactful and always use a professional tone if you want the company to listen to you. If you have received poor service or have been dissatisfied with a product, you can write to the company involved to make a complaint. To get the result you want, such as a refund, follow these tips: Explain clearly who you are in relation to the company (eg. “I am an XYZ customer”); Let them know exactly what you’re complaining about, without using emotional or abusive language; Give specific location, time and date if appropriate; Make it clear what you would like them to do in response. You might also want to include a warning, such as “If this is not resolved, I will be forced to take my business elsewhere.” Throughout your letter of complaint, your tone should be polite but assertive. Don’t make ridiculous threats or demand an unreasonable compensation – but also don’t be afraid to tell them about the inconvenience or financial loss that you’ve suffered. You can practice writing a letter of complaint here, or use the example below as a model: I recently ordered several party platters of food from your store in Littletown, including one platter of seafood. The food was delivered two hours late, and the seafood platter was missing. I had to spend $40 to purchase extra food at short notice for my party. This was very inconvenient, as I had to drive to the store when I had planned to be with my guests. I have never used your party platter service in the past, and regret to say that I very much doubt I will be doing so again unless you can assure me that this was an isolated incident. Although I was not charged for the seafood platter, I would be grateful for compensation in view of the inconvenience – and cost – of buying replacement food at such short notice. 4) Adjustment Letters: It is normally sent in response to a claim or complaint. If the adjustment is in the customer’s favor, begin the letter with that news. If not, keep your tone factual and let the customer know that you understand the complaint. 5) Inquiry Letters: It ask a question or elicit information from the recipient. When composing this type of letter, keep it clear and succinct and list exactly what information you need. Be sure to include your contact information so that it is easy for the reader to respond. 6) Letter of Resignation: An official letter of resignation is that which should be fair and tactful. Be wary of burning any bridges that you may need to cross again in the future. Offer a valid reason for your resignation and avoid self-praise. 7) Follow-Up Letter: Follow-up letters are usually sent after some type of initial communication. This could be a sales department thanking a customer for an order, a businessman reviewing the outcome of a meeting or a job seeker inquiring about the status of his application. In many cases, these letters are a combination thank-you note and sales letter. 8) Thank You Letter: In context of businesses, thank you letters are often appropriate and expected. When you have attended an interview, it is considered polite to send a thank you note – and it could harm your chances of getting the job if you don’t do this. You might also send a thank you letter when someone has given you their time and advice. In general, you should: Make it very clear that you’re writing to thank the recipient; Mention a specific detail of how they helped you; Express your gratitude for the time or effort they spent; Avoid using the letter just as an excuse to promote yourself (though if you are following up an interview, it’s appropriate to highlight your suitability for the job). An example paragraph from a thank you letter is: Thank you for giving me your time on Friday 18th, when you kindly showed me around the factory. It was fascinating to see how the widgets are manufactured, and we now feel confident that we want to purchase the widgets manufactured in your company field. Kindly inform us whether you would like to supply widgets to our company? 9) Job Application Letter: When writing a letter as part of a job application, remember that it will give the employer their first impression of you. Always: Ensure that you have provided all the information requested; Mention any enclosures (usually your resume and perhaps an application form); Address the letter to “Mr Smith” or “Mrs Jones”, rather than using their first name. If you are unsure of the gender of the recipient, use their first name and surname (such as “Sam Jones”). Here’s an example of the start of an application letter: Dear Mr Smith: Application for the Junior Manager Role, ref: 123A. I am writing to apply for the position of Junior Manager, as advertised on your website. Please find my resume enclosed. I believe that I would be an ideal fit for this role, as I meet all of the requirements on the job specification. In particular, my spoken communication skills are outstanding (as you can see from my resume, I captained the debating team at my college). 10) Job Applicant Not Hired: In some cases you may be required to write a letter that informs a job applicant that he/she was not chosen for an open position. Offer an opening note of thanks for his time, compliment him on his experience or education and explain that he was just not what the company is looking for at the present time. 11) Information Request: A business letter that requests information should make the request specific and perfectly understandable. It is also a good idea to state the reason for the information request. Extend advance appreciation for the expected cooperation of the recipient. 12) Letters of Recommendation: Prospective employers often ask job applicants for letters of recommendation before they hire them. This type of letter is usually from a previous employer or professor, and it describes the sender’s relationship with and opinion of the job seeker. A recommendation letter allows you to use a few well-chosen words to the effect of letting someone else know how highly you value a third party. Resist the temptation to go overboard; approach your recommendation in a straightforward manner that still allows you to get the point across. 13) Thanks for Job Recommendation: A letter of thanks for a party that helped you get a job should be professional and courteous. Above all else, avoid the temptation to go overboard in offering your thanks. Be aware that your skills also helped you land the job and it was likely not handed to you as a result of the third party. 14) Acknowledgment Letters: They act as simple receipts. Companies send them to let others know that they have received a prior communication, but action may or may not have taken place. 15) Declining Dinner Invitation: Declining a dinner invitation is a topic for a letter that, if not done tactfully, may result in a social disadvantage. Extend your appreciation for the invitation and mention that you already have an engagement for that date. Do not go into detail about what the engagement is. 16) Reception of Gift: It is very polite to return a formal response letting someone know that you have received her gift. Extend a personalized thanks to let her know that you are exactly aware of the contents of the gift. If possible, it is a good idea to include a sentiment suggesting that you have put the gift to use. 17) Notification of Error: When sending a letter that lets the receiving party know that an error has been corrected, it is good company sense to include a copy of the error in question if there is paperwork evidence of it. Make the offer of additional copies of material involved in the error if necessary. 18) Cover Letter: It usually accompanies a package, report or other merchandise. They are used to describe what is enclosed, why it is being sent and what the recipient should do with it, if there is any action that needs to be taken. These types of letters are generally very short and succinct. A cover letter that accompanies a resume should revel in its brevity. You should take as little time and as few words as possible to accomplish one task: persuading the reader to anticipate reading your resume. Mention the title of the job for which you are applying, as well or one or two of your strongest selling points. 19) Letters of Resignation: When an employee plans to leave his job, a letter of resignation is usually sent to his immediate manager giving him notice and letting him know when the last day of employment will be. In many cases, the employee also will detail his reason for leaving the company.
Business writing has only two goals: To make people understand you; To get them to take some action. Your readers take the proper action only when they know not just what you say, but what you want. Do you want them to: buy your product or service? confirm a decision? simply like you and think you're good to do business with? All those things -- buying, confirming, even liking and thinking -- are actions. For your reader to understand what you want (and then do it), he or she must first understand precisely what you mean in your writing. If he or she has to guess, there's a good chance the guess will be wrong. People who read your letters, e-mails, faxes, reports, and memos have no opportunity to interpret your body language or tone of voice, as they would in a conversation. So although you should write much as you speak, you should think of the times when you speak at your best -- when your words, sentences, and paragraphs are more precise than your typical, everyday speech. Even when it's structured and precise, good writing helps your reader see you as a real person, and treats him or her as one too. Many writers are tempted to hide behind officious, complex language, using it both to avoid saying what they mean and because so many others use it. They shouldn't, and you don't have to either. To write effectively, to say what you mean, and to make sure your readers understand you, keep these ten rules in mind: 1. Write Concisely: Some editors estimate that a third of the words in a typical letter are wasted. At every stage of writing, look at it and decide what to remove -- there will always be something. Remember that you want your reader to understand you and take action. Anything that does not help him or her do that is unnecessary. Avoid repeating anything, other than for specific emphasis. Remove needless words from every sentence, needless sentences from every paragraph, and needless paragraphs entirely. 2. Be Complete: Don't take conciseness too far. You should write not just what must be said, but also what should be said to achieve your goal. Your letter should not read like a telegram, but should tell your reader everything he or she needs to know, and then prod for action. Make sure that you include enough background for your reader to get what you mean, and that you come across as tactful and polite, not terse and unfeeling. 3. Use Nouns and Verbs: If you think of writing as driving a car, nouns and verbs are the wheels and engine, while adjectives and adverbs are the body and trim. No matter how fancy the paint and details, without power and grip your car goes nowhere. Adjectives and adverbs can enhance sturdy nouns and verbs, but they can't rescue weak ones. Instead of "I definitely believe that the performance will be a very successful one," write "I know the performance will succeed." The second sentence is both stronger and shorter. 4. Write Actively: Good writers use the active voice whenever they can. In active sentences, people do things -- they act and interact. The active voice is vigorous and brief, showing who acts and how. In passive sentences, things are done -- people are acted upon or, worse, disappear entirely. In most contexts, the passive voice is vague and evasive, making your reader unsure who is doing what. So instead of "The report will be sent to you" and "The source of your problem has been determined" (passive), write "I will send you the report" and "Our technical team has found what caused your problem" (active). Remove "there is," "it appears," "are done," and similar phrases by rebuilding passive sentences as active ones. 5. Be Specific: Most people use specific language when they talk casually: they tell stories with details, colors, and smells. Write the same way. Use words to paint pictures in your reader's mind, not to ask him or her to dissect abstract concepts. If you have numbers, use them. Don't discuss ideas without examples. Avoid abbreviations not everyone knows. Everybody understands words that apply to everyday life, so use everyday words and your reader will understand you. 6. Write Interesting Sentences: Vary the length of your sentences to avoid lulling your reader to sleep. Make some short and sharp. Draw others out by linking two or three together: clip with commas, stitch with semicolons; even staple with dashes -- if you like. Don't make all your sentences the same. 7. Write to Your Readers, Not Down to Them: Most people understand far more words than they use, either in writing or speech. If you read any general how-to book, business letter, newspaper, or even these writing guidelines, you will find each written at roughly the same level of language. None treats its readers like children, but none is likely to use the word "turpitude" either. Even if you are writing to tell your readers something they know nothing about, think of them as intelligent but uninformed, not dumb. Avoid using "we" if you don't have to -- use it if you are really talking about a group opinion, position, or action (such as a company policy or a decision voted on at a meeting), but don't use it to replace "I" with something more pompous. Readers like to see that you are a person, not a vague corporate "we" or an impersonal "the writer." Your reader isn't stupid and doesn't like being talked down to. 8. Use a Positive Tone: Use negatives such as "don't," "won't," and "not" only to deny, not to evade or be indecisive. Instead of "We can't decide until tomorrow," write "We should decide tomorrow," or, better yet, "We will decide tomorrow." Even many negative statements have single words that work better than negative statements: "disagreeable" instead of "not nice," "late" instead of "not on time," "wrong" instead of "non-optimal," "rarely" instead of "not very often," and so on. 9. Be Correct: Good writing is correct in two ways: In technique; In facts. Reference books, such as style guides and dictionaries, will help you write with proper spelling, punctuation, grammar, and formatting. The facts, however, are yours alone. Letters serve as records of what you say, often spending years in filing cabinets for later reference, so your facts must be correct. If you have relevant information, present it. If you are uncertain, say so. If you merely suspect something, make the suspicion clear so your reader does not think you know more than you do. Check your letter over before you send it, to save the awkwardness of correcting a mistake after your reader sees it. 10. Be Clear: Good writing is all about being clear. A letter is not a poem, a mystery story, or a morality play. It should not have subtle allegorical overtones requiring careful study, or different shades of meaning. In short, it should not be open to interpretation. Every word should mean one thing, each sentence should say one thing, and together they should create a tool for achieving your goal. If your reader understands you, then does what you intend, then your writing -- whether a letter, e-mail, memo, fax, or report -- succeeds.
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