Chapter 5 How to Write
Letters
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1. Planning Tool For Letters
Reader’s Name
What do you know about the reader?(his
or her background)
How many times have you already
discussed this topic with the reader?
□ Never □ Once □ More than once
What does the reader want to know?
What do you want the reader to know?
What will the reader’s
reaction be to these points?
□ Good news □ Mildly interested
 □ Indifferent □ Bad news
 Based on the reader’s reaction, what
type of letter will you send?
 □ Information □ Bad news
 □ Persuasion
 What do you want the reader to do
after he/she is finished reading?
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Type of Letter
Information : Bad news:
Main
Neutral idea
idea/Good
Background
news
information
Details
Bad news
Call for action Neutral close
Persuasion:
Attentiongetter
Introduce the
idea, product,
Present
details
Benefits to
the reader
Call for action
Format for Information
Letter(sample 1)
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Dear Mark,
(1)Thank you for the information you
provided for our home marketing
campaign questionnaire. As always, your
cooperation has helped ensure the
success of this project.
(2)I have enclosed a copy of the findings.
Please note that some of this information
is extremely sensitive and should be
treated as confidential. These sections are
marked.
Sample 1-continued
(3)We’ll be back to request an
update in January. Again, Mark,
thank you for your continued
participation.
 Yours sincerely,
 Structure of the Letter:
 (1)main idea (2) details(3) call for
action
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Format for Bad-News
Letter(Sample 2)
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Dear Mr. Brown:
1. In response to your letter of May 3, I
contacted our national parts headquarters
to locate the necessary part for your TCL188 TV.
2. It is ABC’s policy to always maintain a
large stock of repair components for all
our products.However, as we produce a
wide range of goods, we have had to limit
our inventory. We stock parts for a period
of ten years after the last manufacturing
date of a unit.
Sample 2-continued
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3. Your model is over ten years old. We
checked with our warehouse in Calgary
and, as they did not have the part, asked
them to contact their US and Japanese
counterparts. We regret we were not
successful in locating the required part.
4. We trust you enjoyed your last ABC
television, and it served you well, Mr.
Brown. When the time comes to invest in
another television, I recommend you visit
your nearest ABC store at the North
Common Shopping Center on Highway 7.
Sample 2-continued
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I am sure you will be impressed by the
knowledge and helpfulness of the
salespeople and the wide range of our
products.
Sincerely,
Structure of the Letter:
1.natural opening 2. Presenting facts
3. Supporting evidence and Bad news
4. Neutral ending
Sample 3 Format for
Persuasion Letter
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Dear Mr. Therrien:
1.If a company is to continue to grow in
today’s marketplace, it must have great
products, provide good service,and listen
to its customers.
2. We at Krypton International pride
ourselves on the quality and performance
of our products and our customer service.
However, we are interested in hearing
your experience with Krypton. We know
you purchased a cordless-phone from a
Krypton store three months ago. Now
Sample3-continued
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That you have had time to use it , we
would like to know how you feel about
the machine. Would you recommend it to
your friends? How do you feel about our
sales staff? Were they knowledgeable and
helpful?
3. The attached questionnaire asks 20
simple questions, all related to our
products and service. It should take no
more than ten minutes to complete. We
have even included a pen-yours to keepto help you get started.
Sample3-continued
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4. By taking the time to fill in this survey,
you will be helping us to assist you in the
future with new and improved
merchandise and service.
5. Please return the form to us in the
attached, self-addressed envelop. Thank
you for your cooperation.
Sincerely,
Structure of the Letter:
1.begin with a point that the reader can
agree with
Sample 3-continued
2. Introduce the idea and present
details
 3. Present request
 4.Benefits to the reader
 5. Call for action
 How to Write the Opening and
Closing Sentences in Your Letters
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Opening Lines should be
specific and with purpose
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The following opening lines should be
used only to jump-start your own creative
processes. Think about why you are
writing and then come up with your own
original opening.
1. We were pleased to receive your order
for 24 desk lamp.
2. Thank you for sending us the samples.
3. I enjoyed meeting you at the
COMMIXED exhibit and discussing your
future computer plan.
4. I am sorry to hear you
are not happy with the plan.
5. Here is the information I
promised you last month.
 6. The books you ordered are being
shipped today.
 The opening lines should also follow
the basic principles of effective
business writing.
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Closing Lines
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The closing lines should call for action.
You should let the reader know what you
want he/she to do after he/she is finished
reading.
Examples:
1. I look forward to meeting with you on
June 3.
2. To take advantage of this offer, you
must respond by January 30.
3. To complete the report, I need the
information by May 30.
4. Thank you for your
patience.
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Choose a better choice:
1. A. We wish to acknowledge receipt of
your letter of May 2.
B. I have reviewed the concerns
discussed in your letter of May 2.
2. A. Thank you for letting us know about
this situation.
B. We’re sorry for any inconvenience
that our product may have caused you.
3. A. If you have any questions, please
call me at (027)8754-1752.
-continued
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3. A. If you have any questions, please
call me at (027)8754-1752.
B. If you have any questions, please
don’t hesitate to contact me.
4. A. Thank you for your letter of May 16
in which you complained about our
service program.
B. After receiving your letter of May 16,
I reviewed your concerns with our service
department.
Key
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1.B 2. A 3. A 4.B
Chapter 7 Letter Formats
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Letter format refers to the way in which
you type or print a letter-where you
indent and where you place certain kinds
of information.
Two of the most frequently used business
letter formats are the full-block/block
format and modified block/semi-block
format.
Before you choose a letter format, find
out whether your employer has a
preference.
Full-Block Format
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The full-block/block format is the easiest
to use because all information in the
letter is flush against the left-hand
margin, with space between paragraphs.
Figure A.1(page103) shows a full-block
letter on letterhead stationery(specially
printed giving a company’s name,
business and fax and telephone numbers).
If you don’t use letterhead, the writer’s
address is placed flush with the left-hand
margin, directly above the date.
Modified Block Format
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The modified block style (Figure A2, page
104) positions the writer’s address(if it is
not imprinted on a letterhead), date,
complimentary close,and the signature at
the right-hand side of the letter. The date
aligns with the complimentary close, and
notations of any enclosures with the letter
flush below the signature. Paragraphs in
the modified style can be flush against
the left-hand margin or indented.
Simplified Format
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Like the full-block format, the simplified
letter begins every line at the left-hand
margin, including any numbered items
such as those in Figure A.3 (page 106).
But unlike the block format, the simplified
style omits the salutation and
complimentary close. In place of the
salutation it includes a subject
line(without using the word
subject ),typed or printed in all capital
letters, three spaces down from the inside
address. The first paragraph of the letter
Spaces after the subject
line.
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The writer’s name and title are
typed in capital letters on the same
line four lines after the last
paragraph of the letter. Because the
simplified style saves keyboarding
time (and thus company money),
many offices now use it.