Four Types of Business LettersBased off of Kolin Chapter 6For Business WritingBy Dr. Jennifer L. Bowie

Two Letter Techniques: Direct vs. IndirectBest for:Good newsNon-emotional issuesAudiences that prefer a straightforward approachBest for:Bad newsLess direct readers (some international)Sensitive situationsIssues that need explainingIntroduction:Establishes a reason for writingPresents main ideaIntroduction:Acts as a buffer with a positive or neutral statementCompliments the readers, agrees, appreciates, thanks, and moreBody:Provides and explains detailsBody:Explains situation firstLeads up to the point/issueStates point/issueIf possible, links bad news with benefitsDoes not place blameConclusion:Reminds of any deadlinesPresents call for actionLooks to futureConclusion:Does not apologizeGracious closing

Tips For Business LettersThink of them as mainly persuasive documentsWrite a reader-orientated document not a writer-oriented documentBe respectful

Inquiry LettersPurpose: Ask for informationState clearly what information you are requesting and whyWrite specific, concise, to the point questions that are both easy to understand and easy to answerUse bullets to highlight the questionsLeave space for the readers to answer the questionsAttach a questionnaire if you have more than 5 questionsSpecify when you need the answers byThank the reader

Special Request LettersPurpose: Make a special demandState clearly who you are and why you are writingConvince the reader to helpShow you are hard workingDiscuss your reason for the requestShow you understand the situation and have done researchDiscuss why the person you are writing to is the best person to helpWrite specific, concise, to the point questions that are both easy to understand and easy to answerUse bullets to highlight the questionsLeave space for the readers to answer the questionsAttach a questionnaire if you have more than 5 questionsSpecify when you need the answers byThank the readerOffer the reader a copy of the report or resultsAsk for necessary permissions

Sales LettersPurpose: to persuade the readers to buy a product, service, idea, or point of viewGrab the readers attentionHighlight the products appealShow the product's use Conclude with a request for action (buy it!)Appeal to the reader with reader-centered issues (health, convenience, service, saving money)Use concrete words and colorful verbsBe ethical and truthfulDont brag or go on

Customer Relations LettersPurpose: establish and maintain good relationships with the customersBe diplomaticBe persuasiveWrite from and understand the readers perspectiveThere are several types

Claim Letters: A Type of Customer Relations LetterPurpose: Express a complaint and request specific action (must have both)Choose a direct or indirect approachDirect is best for routine claim letters: claim is backed by guarantee, warrantee, contract, reputation, or moreIndirect is best for arguable claim letters: when the claim is debatable or unusualUse a professional, rational, if possible positive, tone, and not a hostile, negative, and/or emotional toneClearly describe product or service with necessary detailsExplain the problem with detailsPropose a fair, precise, and appropriate request/adjustmentPresent an explicit deadline

Adjustment Letters: A Type of Customer Relations LetterPurpose: Respond to claim letter with solutionWork to reconcile the situation and restore the customer's trust in your companyBe prompt, courteous, and decisiveUse a positive or neutral tone without being begrudging or taking full blameTwo types: Yes or No

Yes Adjustment LettersStart with an apology and admit claim is justifiedQuickly present favorable newsSpecifically state how you are correcting the problemExplain what happened and whyConclude with a friendly, positive note

No Adjustment LettersUse an indirect approachThank the customer for writingRestate the customers problemExplain what happened and why without placing blameClearly state discussion without hedgingLink no to benefitsConclude with concise gracious statement to (leave) open the door to future business

There are the four types. Enjoy writing!