Letter Writing

• The importance of writing letters.• Letter Formats.• Parts of a letter.• Organizing a letter.• Guidelines for using effective language in letters.• Types of Letters.

The importance of writing letters

1.Letters represent your (company’s) public image and your competence.

2. They are more formal than any other types of communication.

3. They are more permanent than e-mails.

4. They are confidential

Parts of a Letter

• Date Line• Inside Address • Salutation• Body of the Letter• Complimentary Close• Signature• Enclosure(s) Line• Copy Notation

Organizing a Letter

• Introduction: Tell readers why you are writing and why your letter is important to them.

• Development: Include all significant points supported by any factual information or key details the reader needs.

• Conclusion: Be precise about what you want readers to do or what you will do for them. Thank the reader and close politely and professionally

Guidelines for using effective Language

• Think about your purpose in writing the letter. (What do you want to achieve with this letter?)

• Win the reader by making sure to adjust your letter to his/her needs. (What does the reader need to know?)

• Be courteous. (However serious the situation/problem use the most polite language)

• Be clear. Organize your writing around six basic questions: who? what? where? when? And how?)

• Be concise. (Get to the point and stick to it! Include only relevant information).

Types of Letters

• Cover Letters (Application Letters)• Inquiry / Special Request Letters• Letters of Apology• Complaint Letters• Adjustment Letters. Dealing with complaints Telling the customer “Yes” Telling the customer “No” • Enquiry Letters

Cover letters

Content• Informs a potential employer about the type of

job you are looking for.• Highlights the specific qualifications,

accomplishments and abilities or work experience relevant to the position you are applying.

* If you are responding to an advertisement in a newspaper or magazine always mention it in the first paragraph.

Organizing a Cover Letter

Introduction: Say which position you are interested in. (if it was advertised in the media say where)

Development: • Mention that you have enclosed your CV • Explain why you think you are the appropriate person for the job by

emphasizing the qualifications (educational or work experience) included on your CV that are related to the specific job and it’s duties and responsibilities.

• Even if your previous experience or studies are not closely related to the job description give reasons to explain your interest in getting the job.

Conclusion: Inform the reader that you would be happy to attend an interview at convenient time and place and give again your contact information. Mention that references can be provided if required.

Inquiry Letters

Content• States exactly what information is required. • Indicates the reason why this information is

required.

ExamplesLetters asking for information about a product,

service, orprocess.

Special Request Letters

Content• Makes a special demand, not a routine inquiry.

Examples Letters asking a company for information to sell a

product,asking for facts in order to complete a report or to

write anarticle, asking for recommendations

Complaint Letters

Content• To register a complaint.• To request that specific action is taken to compensate

for the fault.

ExamplesLetters reporting defective products, rude behavior or poorService.Letters claiming incorrect billing.

Adjustment Letters

Content

Informing Customers on how their claim/complaint will bedealt with.

Examples• Acknowledge customer’s complain and promise to

satisfy their demands. (Tell the customer “Yes”).• Deny responsibility for the situation that caused the

customer to complain and inform them that their claim/demand cannot be met. (Tell the customer “No”).