Chapter 6
Routine Letters
and
Goodwill Messages
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-1
Writing Plan for Information or
Action Request

Opening:

Body:

Closing:
Ask the most important
question first or express a
polite command.
Explain the request logically
and courteously. Ask other
questions if necessary.
Request a specific action with an
end date, if appropriate, and
show appreciation.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-2
Parts of a Business Letter
Letterhead
Peerless Graphics
893 Dillingham Boulevard
Stony Plain, AB T6K 5L9
line 12 or 2 lines below letterhead
Dateline
September 13, 200x
2 to 10 lines
Inside
Address
Mr. T. M. Wilson
Visual Concepts Enterprises
1256 Lumsden Avenue
Nordegg, AB T0M 3T0
Salutation
Dear Mr. Wilson:
1 blank line
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-3
Parts of a Business Letter
(continued)
1 blank line
Body
This letter illustrates block letter style, about
which you asked. All typed lines begin at the left
margin. The date is usually placed four cm
from the top edge of the paper or two lines below
the last line of the letterhead, whichever position
is lower.
Closing
In modified block style, the dateline and closing
lines are started at the centre instead of at the
left margin.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-4
Parts of a Business Letter
(continued)
1 blank line
Sincerely,
3 blank lines
Author’s name
& identification
Mark H. Wong
Graphics Designer
1 blank line
Reference
Initials
MHW:pil
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-5
Improving Openings for
Routine Request Letters
Weak:
I have the task of finding a convention site for
my company’s meeting. I’ve checked a number
of places, and your hotel looks possible.
Improved:
Will you please answer the following questions
regarding accommodations at the Fairmont for a
conference in May.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-6
Improving Openings for
Routine Request Letters
Weak:
While reading MacLean's magazine, I noticed an
offer of a free video describing your
organization.
Improved:
Please send me your free video describing your
organization.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-7
Improving Closings for Routine
Request Letters
Weak:
Hoping to hear from you at your earliest
convenience.
Improved:
Please send the video by August 15.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-8
Improving Closings for Routine
Request Letters
Weak:
Thank you for your cooperation.
Improved:
Your answer to my question will help me make
my printer choice. Thanks!
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-9
Writing Plan for Simple Claim



Opening: Describe clearly the desired
action.
Body:
Explain the nature of the claim. Explain
why the claim is justified. Provide
details regarding action requested.
Closing: End pleasantly with a goodwill
statement. Include end date if
appropriate.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-10
Writing Plan for an
Information Response
Subject Line:
Identify previous correspondence.
Opening:
Deliver most important information
first.
Body:
Arrange information logically. Explain
and clarify the information. Build
goodwill.
Closing:
End pleasantly.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-11
Writing Plan for Granting a
Claim
Subject Line (optional):
Identify previous correspondence.
Opening:
Agree to the request or announce correction
immediately.
Body:
Provide details about how you will fulfill the request.
Try to regain the reader's confidence. Include sales
promotion if appropriate.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-12
Writing Plan for Customer
Claim Response
Closing:
End positively with forward-looking thought.
Express confidence in future business dealings.
Avoid referring to unpleasantness.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-13
Writing Plan for Letter of
Recommendation
Opening:
• Identify the applicant, the position, and the
reason for writing.
• State message is confidential.
• Establish your relationship with applicant,
including length of employment.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-14
Writing Plan for Letter of
Recommendation
Body:
• Describe job duties.
• Give specific examples of applicant’s
professionalism, personal skills,
attributes.
• Compare applicant with others in field.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-15
Writing Plan for Letter of
Recommendation
Closing:
• Summarize significant attributes of
applicant.
• Offer an overall rating.
• Draw a conclusion regarding
recommendation.
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-16
Writing Goodwill Messages
The writing plan for a goodwill message
should include “the five S’s”:
•
•
•
•
•
Selfless – focus on the receiver
Specific – personalize the message
Sincere – show genuine feelings
Spontaneous – be direct and natural
Short – try to use only a few sentences
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-17
End
Copyright © 2008 by Nelson Education Ltd.
Ch. 6-18