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Letter Writing

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Introduction We all write letters. There is, however, a difference between the casualness with

which we write an informal letter to a relative or friend and theseriousness with which we should write formal letters whenwe are doing any type of transaction.

This style of formal business letters that is now current is

much less rigid and old fashioned that it used to be. As such, letters remain hugely important in our everyday lives. People still feel the need to have something confirmed in

writing and a letter can add the all important personal touch. But there are pitfalls to letter writing which needs address

Letter writing, report writing or job hunting are pleasurableexperiences if the right guidelines are followed. The following slides address these issues:

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1. Define your purpose

Before you begin writing a business letter asks yourself:

Why am I writing this letter what has led up to it? What do I hope to get out of it (my maximum aims)? What do you expect to get out of it (my realistic aims)? What is the best way to achieve this? What information do I need to provide? For example, dates of previous letters, dates you saw

advertisement, dates of appointments, addresses ofshops and people, names of people involved, referenceor account numbers.

What arguments do I need to use?

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2. The first paragraph

The first paragraph of the letter shouldintroduce the subject matter and either

state or imply your purpose in writing.

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3. The body of the letter

The body of the letter should consist of one or moreparagraphs.

It should develop clearly and logically the argument andfacts of the case. If there is more than one paragraph,each paragraph should focus on a separate aspect ofthe subject matter and there should be clear linksbetween paragraphs.

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4. The final paragraph

The final paragraph should leave the reader in no doubtabout your attitude towards the subject of the letter.

It may, for example, spell out what you would like to see

happen. It should be positive and unambiguous.

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5. Achieve the right tone

Although the reader of your letter may be unknown toyou, it is important to achieve a suitable tone in yourwriting and not to be too casual or too formal. So, as faras possible:

Avoid Jargon whenever possible. Use shorter sentences rather than longer ones.

Avoid using the passive. For example write, We sentyou that letter by mistake, rather than the more

pompous, Our letter was sent in error. Dont let your feelings get the better of you.

Dont try to be too clever.

Be clear and to the point, but dont be too blunt.

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6. Adopt a clear layout

Adopt a letter layout that is clear andconsistent.

For example, if you put a comma after thepersons name in the greeting, include oneafter Yours faithfully/Yours sincerely;either indent the paragraphs or leave a

space between them, without indentation.

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7. Sincerely or Faithfully?

If you are writing to someone whose name and title youdo not know, use the greeting Dear Sir or Madam, andthe ending Yours faithfully, signing yourself with yourinitials and surname.

If you are writing to a named person, address them asDear Mr/Mrs/Miss/Ms, and end Yours sincerely, followedby your first name and surname.

If you have met them or spoken to them by phone, orotherwise feel that you have some acquaintance withthem, address them by their first name and sign yourselfYours sincerely, using your first name.

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Letter Writing: Useful Phrases

Phrases for Business Letters

Openings:

The standard opening for formal correspondence is Dear

Dear Sir, Dear Mr, Dear Madam, Dear Mrs, Dear Sir orMadam, Dear Ms, Dear Sirs

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More Useful Phrases

Thank you for your letter of [date] concerning I apologise for the delay in replying Thank you for sending me a [catalogue, quotation] As stated in your letter/fax of [date] Thank you for your enquiry of [date]

I wish to draw your attention to the I refer to your letter of [date] concerning I wish to inform you that Further to our telephone conversation of [date] I am writing to inform you that I am writing to confirm our telephone

conversation of [date] I am writing to express my dissatisfaction with

Iwould be grateful if you could forward me a [price list, catalogue] Please note that I am contacting you regarding

Please find enclosed I am writing to complain

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More Useful Phrases

Closures: I look forward to hearing from you I trust that you will give this matter your urgent attention I look forward to hearing your response

I hope you can settle this matter to my satisfaction I would be most grateful if you would look into this matter

as soon as possible Please do not hesitate to contact me should you require

further information

Please let me know as soon as possible what action youpropose to take

Please contact me if you require further details

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Phrases for Letters about

Employment

Openings:

The standard opening for formal correspondence is DearSir, Dear Mr, Dear Madam,Dear Mrs, Dear Sir orMadam, Dear Ms, Dear Sirs

I am writing in response to your advertisement in[publication]

Thank you for your letter of [date] offering me the post of

I am writing to apply for the post of

I am delighted to accept the position of [job title ]I should be pleased to attend an interview

I look forward to starting work with you

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Phrases for Letters about

Employment

Closures:

Thank you for considering this application I should be pleased to attend an interview

Please do not hesitate to contact me on theabove number

if you should require further information I look forward to hearing from you

If you know the name of the person use:Yours sincerely If you dont know the name of the person use:

Yours faithfully

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Letters of complaint

Letters of complaint usually include thefollowing stages:

Background Problem - cause and effect

Solution

Warning (optional) Closing

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Letters of complaint Background/ situation: I am writing to inform you that the goods we ordered from your

company have not been supplied correctly.

I attended your Job Fair at swami Vivekananda Conference

Centre (22-25 January) and found it informative andinteresting. Unfortunately, my enjoyment of the event wasspoiled by a number of organisational problems.

I am a shareholder of State Bank of Mauritius and I am veryconcerned regarding recent newspaper reports on the financialsituation of the bank. Your company is listed as the auditor in

the latest annual report of the bank, so I am writing to you toask for an explanation of the following issues.

I am writing to inform you of my dissatisfaction with the food

and drinks at the UTM Canteen..

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Letters of complaint

Proble/Cause:

On 14 May 2010 we placed an order with your firmfor 12,000 ladies boots. The consignment arrived

yesterday but contained only 1,200 boots. Firstly, I had difficulty in registering to attend the

event. You set up an on-line registration facility, butI found the facility totally unworkable.

You sent us an invoice for $10,532, but did notdeduct our usual 10% discount.

We have found 16 spelling errors and 2 mis-labelled

diagrams in the sample book.

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Letters of complaint

Effect: This error put our firm in a difficult position, as we had

to make some emergency purchases to fulfil ourcommitments to all our customers. This caused us

considerable inconvenience. Even after spending several wasted hours trying toregister in this way, the computer would not acceptmy application.

I am therefore returning the invoice to you forcorrection.

This large number of errors is unacceptable to ourcustomers, and we are therefore unable to sell thesebooks.

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Letters of complaint

Solution I am writing to ask you to please make up the shortfall

immediately and to ensure that such errors do not happenagain.

Could I please ask you to look into these matters.

Please send us a corrected invoice for MUR 120 000

I enclose a copy of the book with the errorshighlighted.

Please re-print the book and send it to us by nextFriday.

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Letters of complaint

Warning (optional) Otherwise, we may have to look elsewhere for our

supplies. I'm afraid that if these conditions are not met, we

may be forced to take legal action. If the outstanding fees are not paid by Monday, 31

May 2010, you will incur a 10% late payment fee.

Closing

I look forward to receiving your explanation of thesematters.

I look forward to receiving your payment. I look forward to hearing from you shortly.

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Letters of complaint

PolitenessThe tone of complaint letters should not be aggressive orinsulting, as this would annoy the reader and notencourage them to solve the problem. In addition,

questions such as 'Why can't you get this right?' shouldnot be included.

Content

The content should contain enough details so that thereceiver does not have to write back requesting more.

Legal action is not normally threatened in the first letterof complaint, unless the situation is very serious.

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Report Writing

Here are some aspects which may be found in each section of a report andwhich may be of use in organising and checking the details in your ownreports.

Title page title writer organisation date person/group who commissioned the report

Table of contents accurate, clear layout section numbering system and indentation complete page numbers list of illustrations if applicable

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Report Writing

Abstract

appropriate length complete summary of key information informative, not descriptive, in form impersonal tone connected prose Introduction relating topic to wider field necessary background information purpose of report

scope of report explanation of arrangement of report sections

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Report Writing

acknowledgement of all sources, includingmaterial referred to indirectly, direct quotations,copied diagrams, tables, statistics

ensure a systematic link between references inthe text and the reference list and bibliography

Expression correct own words

concise clear to intended reader formal and factual

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Report Writing

Body format

Main headings indicating equal level of importance, allsubheadings relating to section heading,

Choice of levels indicating hierarchy of importance andhierarchy of importance shown by careful and consistentuse of features such as capitals, different fonts,underlining, bold, italics

Indenting, numbering/letter system, space betweensections to enhance readability and layout

When using charts, statistics and illustrations check forsuitability, captions, reference in text and positioning

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Report Writing

Acknowledgement of all sources, includingmaterial referred to indirectly, direct quotations,copied diagrams, tables, statistics

Ensure a systematic link between references inthe text and the reference list and bibliography

Expression correct own words

concise clear to intended reader formal and factual

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Report Writing

Content Logical development of ideas from one section to

another, and within each section, citing evidence,relevant, objective, specific

Conclusion(s) Arising out of the facts, convincing ,a substantial basis

for the recommendations

Recommendations (if applicable) Based on the conclusions,practical,specific,well-

organised, with the most important first

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Report Writing

List of references

Sources in the text listed by the Harvard system

Bibliography

Texts consulted but not referred to directly in thereport

Glossary (if included) arranged alphabetically

Appendix (appendices) placed at end of a reportif included, arranged in the order referred to inthe report