routine letters & goodwill messages. the 3- x –3 writing process prewriting writingrevising...

ROUTINE LETTERS & GOODWILL MESSAGES

THE 3- x –3 WRITING PROCESS

Prewriting Writing Revising

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Chapter 7 Letters

Direct Request Letters (customer making a request to a company or individual)

Direct Reply Letters (company/individual responding

to a customer request)

Goodwill Messages

Direct Pattern for Routine Letters

Opening: State the main ideaWill you please answer the following questions . . .Would you please speak to my class on . . .

Body: Present details that explain purpose

Closing: Repeat request for action and provide goodwill words

Direct Request Letters

A. Requesting Information & Action

B. Placing Orders

C. Making Straightforward Claims

Requesting Information & Action

Letter Situation: A businessperson is writing to make reservations to stay at a hotel during a convention.

Most direct opening:(a.) I shall be attending the convention of

Store Fixtures Manufacturers(b.) Please reserve a room for me on the

nights of February 13 and 14.

January 2, 2002

Mr. James Leslie2411 Jefferson Ct.Monroe, LA 71272

Dear Mr. Leslie:

Please reserve a room for me on the nights of February 13 and 14.

I shall be attending the convention of Store Fixtures Manufacturers. My arrival time will be approximately 6 p.m. on February 12. My departure time will be approximately 10 a.m. on February 15.

I would prefer a nonsmoking room near the swimming pool.

Please confirm the response by the end of the week.

Thank you for reserving my room for the convention.

Sincerely,


January 2, 2002


Dear Mr. Leslie:






Sincerely,



Please confirm the respond by the end of the week.

January 2, 2002


Dear Mr. Leslie:






Sincerely,


Requesting Information & Action

Letter Situation: A marketing professor is writing to request a complimentary copy of the Asian Wall Street Journal.

Most direct opening:(a.) The Asian Wall Street Journal would

be an excellent addition to my class.(b.) Please send me a complimentary copy

of the Asian Wall Street Journal for the entire year.

January 2, 2002

Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884

Dear Mr. Baker:

Please send me a complimentary copy of the Asian Wall Street Journal for the entire year.

I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone—more than twice the number needed to obtain one free subscription.

Thank you for considering my Asian Wall Street Journal subscription request.

Sincerely,


January 2, 2002


Dear Mr. Baker:




Sincerely,




B. Placing Orders


Placing Orders

Letter Situation: A schoolteacher is writing a letter ordering custom pencils to be given to students as an incentive.

Most direct opening:(a.) Please send by express mail some

custom-designed pencils I saw advertised in your summer catalog.

(b.) I will need 144 gross #2 pencils.

January 2, 2002

Acme Pencil Company P. O. Box 492 Whitewater, WI 59983

ORDER REQUEST FOR PENCILS

Please send by express mail some custom-designed pencils I saw advertised in your summer catalog.

I will need 144 gross #2 pencils. The blue and white pencils should contain the inscription “Ingraham Ram” in gold engraving.

Please bill me—rather than the school—for the entire amount

I would appreciate receving the pencils before the end of the month so that I may award them to students at the end of this quarter.

RON SHAPLEY


January 2, 2002







RON SHAPLEY


Please bill me—rather than the school—for the entire amount.

January 2, 2002







RON SHAPLEY

I would appreciate receiving the pencils before the end of the month so that I may award them to students at the end of this quarter.



B. Placing Orders


Making Straightforward Claims

Opening: Present the claim directly Please credit my VISA account . . .

Body: Explain what happened On August 8 I purchased . . .

I noticed an extra $299 on my . . .

Closing: Request actionWe hope that by June 1 you will be able to . . .

Making Straightforward Claims

Letter Situation: A person is writing a letter to a gift shop requesting a refund for a defective flag purchased earlier.

Most direct opening:(a.) Please refund $24.75 for a defective

flag I purchased from your store.(b.) I purchased a defective flag from

your store.

July 2, 20xx

Hallmark Vintage Faire Mall Modesto, CA 95350

CLAIM FOR DEFECTIVE FLAG

Please refund $24.75 for a defective flag I purchased from your store.

The U.S. flag has many of the qualities it was said to have; it’s an impressive flag. However, it has one visible defect: it contains 55 starts. The stars are arranged in 5 rows of 11 stars each instead of the normal pattern of 5 rows of 6 stars and 4 rows of five stars.

I’ve enclosed a photograph of the flag along with a copy of my canceled check.

I’ve enjoyed ordering products from your company through the years and will continue to do so once this matter is resolved.

RAY APPLETON


July 2, 20xx







RAY APPLETON

.

The U.S. flag has many of the qualities it was said to have; it’s an impressive flag. However, it has one visible defect: it contains 55 stars. The stars are arranged in 5 rows of 11 stars each instead of the normal pattern of 5 rows of 6 stars and 4 rows of five stars.


July 2, 20xx







RAY APPLETON


Complying With Requests

Letter Situation: A business instructor has decided to comply with a high school teacher’s request to send a photocopy of a needed item.

Most direct opening:(a.) I received your request for a shorthand conversion chart.(b.) I’m very happy to send the

shorthand conversion chart you requested this morning.

August 15, 19xx

Ms. Cynthia Means P.O. Box 706 Brookesmith ISD Brookesmith, TX 76827

Dear Ms. Means:

I’m very happy to send the shorthand conversion chart you requested this morning.

You might contact the regional representatives of the various textbook companies. They can supply you with many useful tools needed teaching all office administration courses.

Please feel free to call upon me or other members of the HPU School of Business at any time.

Sincerely

Elwin Myers Associate Professor of Business

EnclosureTLA/lb

Encls. ugu


August 15, 19xx


Dear Ms. Means:




Sincerely


EnclosureTLA/lb

Encls. ugu


Direct Reply Letters

A. Complying With Requests

B. Writing Letters of Recommendation

C. Granting Claims & Adjustments

Granting Claims & Adjustments

Opening: Grant claim directly Your VISA account will be credited

immediately . . . .

Body: Explain what happened & how it has/will be corrected

In preparing our products, we take special care . . . .

Closing: Provide cordial, personalized

statement

Granting Claims & Adjustments

Letter Situation: A card store has decided to send a check to a customer who purchased a defective flag with 55 stars.

Most direct opening:(a.) Please accept our apology for the defective flag your received.(b.) Please accept the enclosed check of $24.75 for the flag you recently

purchased in our store.

March 10, 20xx

Mr. Ray Appleton 580 Shaw Ave. Modesto, CA 95307

Dear Mr. Appleton

Please accept the enclosed check of $24.75 for the flag you recently purchased in our store.

The flag you purchased was manufactured by a flag supplier we had just started using. After we received your letter, we decided to carefully inspect the remaining flags we had received from them. Although we didn’t find any additional problems with those flags, we have nonetheless decided to discontinue using that supplier in the future.

In addition to the refund check, we would like to give you a coupon good for 25% off your next purchase at your Modesto Hallmark store.

Please come in soon and use your coupon on our new Spring merchansise.

Sincerely

Velma Rios Store Manager

Enclosures (2)


March 10, 20xx


Dear Mr. Appleton





Sincerely


Enclosures (2)


March 10, 20xx


Dear Mr. Appleton




Please come in soon and use your coupon on our new Spring merchandise.

Sincerely


Enclosures (2)

Please come in soon and use your coupon on our new Spring merchandise.

Letter Parts

Howard Payne UniversityFisk & Main Streets Brownwood, TX 76801

(915) 649-8020

January 2, 2002

Mr. Thomas Baker

Asian Wall Street Journal P.O. Box 492 Chicopee, MA 34884

Dear Mr. Baker:

SUBJECT: COMPLIMENTARY COPY REQUEST


I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone.


Sincerely,

Peter ChanPeter Chan

Letter Format

p. A-28


(915) 649-8020

January 2, 2002

Mr. Thomas Baker Asian Wall Street Journal P.O. Box 492 Chicopee, MA 34884

Dear Mr. Baker:





Sincerely,


Letterhead

P.O. Box 181 Brownwood, TX 76801 January 2, 2002

Mr. Thomas Baker

Asian Wall Street Journal

P.O. Box 492 Chicopee, MA 34884

Dear Mr. Baker:





Sincerely,


Return Address

Personal Business

Format


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,


Dateline


(915) 649-8020

January 2, 2002

Mr. Thomas Baker

Asian Wall Street Journal P.O. Box 492 Chicopee, MA 34884

Dear Mr. Baker:





Sincerely,


Inside Address


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,


Salutation


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,


Subject Line


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,


Body


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,


Complimentary close


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,


Signature


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,

Peter ChanPeter Chan Signature block


(915) 649-8020

January 2, 2002

Mr. Thomas Baker Asian Wall Street Journal O. Box 492 Chicopee, MA 34884

Dear Mr. Baker:





Sincerely,


Typist’s Initials

Enclosure notation

Letter Style


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,


Block Style


(915) 649-8020

January 2, 2002


Dear Mr. Baker:





Sincerely,

Peter Chan Peter Chan

Modified Block

P.O. Box 181 Brownwood, TX 76801 January 2, 2002

Mr. Thomas Baker Asian Wall Street Journal O. Box 492 Chicopee, MA 34884

Dear Mr. Baker:





Sincerely,

Peter Chan Peter Chan

Modified Block

Second-Page Heading


(915) 649-8020

January 2, 2002

Professor Peter Chan Assistant Professor of Marketing Howard Payne University Brownwood, TX 76801

Dear Professor Chan:

My office is in receipt of your correspondence of January 7, 199x, requesting information relating to a Ramada Franchise.

Enclosed please find, as requested, all materials furnished a potential franchisee. We totally agree that our expense incurred in providing you this information is a worthwhile investment.

Please be advised as Ramada makes no earnings claims to a prospective franchisee, we do not have available pro forma statements to offer you. Perhaps as an alternative you could contact the Ramada Inn in Abilene, Texas or other nearby areas directly and make your request.

After review, should you have additional questions relating to this matter, please do not hesitate to contact my office.

Professor Peter Chan Page 2 January 2, 2002

If in the future we may again be of assistance to you, please feel free to call on us.

Sincerely

Robert N. Wilson

Robert N. Wilson

RNW/dl

Enclosures: Total Support Package with F.T.C

routine letters & goodwill messages. the 3- x –3 writing process prewriting writingrevising...

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