WRITING BUSINESS MESSAGES

CHAPTER VII
INTRODUCTION:
There are many different kinds of business letters, each identified by
the reason for which it was written; a sales letter, for example, or a
letter of reference. The hallmark of a well-written business letter is
that its objective is clearly understood by its reader. Successful
writers help their readers do this by limiting the scope, or the amount
of information included in their correspondence.
Keep in mind that an effective business letter always communicates
with a person first and a business second. If your letter is a first-time
correspondence and you do not know, or are unsure of whom to
address, do your best to find out. Addressing your letter to a person
improves the likelihood of receiving a reply. It is perfectly acceptable
to make a phone call asking for the name of a contact person.
WRITING MATERIALS TO BE USED
FONT STYLES: Times New Romans or Arial
FONT SIZES : 12, 13 or 14 depending on the
readers
ENVELOPES : Standard size 4 x 9
MARGIN : left -1.5 inches; right 1 inch
SPACING : top 1 inch; bottom 1 inch
double spacing between parts
Note: too short body can be double-spaced
SPACING

125
words eight spaces after the last
line of the letterhead
125-225 words six spaces
225 or more two spaces
OTHER POINTS

EXPRESSING NUMBERS:
1. Only numbers one to ten written in words

e.g. May I inform incurred six absences.

Note: The rest of the numbers written in
numbers except when they begin sentences.
e.g. Twenty students are.
Exception: Numbers with special units
e.g. Please give2 kilos of.
OTHER POINTS

2. Sums of money written in numbers; but

less than one peso- the word cents ends
them.
e.g. The pricePhp 259.99 is.
Give herof 50 cents.
3. Clock time written in numbers when they
follow a.m. or p.m. Whole number- zeros omitted.
e.g. The program will 7:30 p.m./ 7pm
OTHER POINTS

4. Telephone numbers always written in

numbers; when an area code precedes it, place it
inside parentheses
e.g. You can contact tel. No. (078) 846-3742

5. Numbers related to similar items express

them similarly e.g. The table shows4 teachers,
10 farmers, and.
OTHER POINTS

If unrelated
e.g. I was able in 20 agenciesthree
weeks.

6. When numbers modify a noun,

e.g. Please buy250 seven-inch iron.
OTHER POINTS

7. Ages usu. In words unless the age is written

beside the name or expressed in exact years.
e.g. At the age of thirty-one, Dr. Susana.
Dr. Susana Udaundo, 32
8. Simple fractions always in words e.g. one-
half;
Complex fractions either in numbers or in
words e.g. the report2 and hours.
OTHER POINTS

9. Percentages in numbers followed by a word

percent, its sign is used in business forms and
statistical analysis.
e.g. The data show a 55 %....(statistical
analysis)
The passing rate is 22 percent.
10. A zero always placed before the decimal
point in n umber less than 1.
e.g. The study was tested at 0.05 level.
PRINCIPLES OF BUSINESS CORRESPONDENCE

Business writing is clear.

Business writing is formal.

Business writing is objective.

Business writing is factual and accurate.

Business writing is
contemporary/conversational.
TEN (10) CS OF EFFECTIVE BUSINESS LETTERS

1. clearness - understandable
2. conciseness brief but complete

3. concreteness definite/specific

4. courtesy positive expressions

5. consideration YOU attitude

TEN (10) CS OF EFFECTIVE BUSINESS LETTERS

6. consistency unity of ideas and purpose (i.e.

tenses, moods, voices)
7. coherence smooth flow of ideas

8. character reflecting the personality of the

writer (i.e. transitional devices)
9. completeness complete information

10. correctness presentable appearance

THE ELEMENTS OF A BUSINESS LETTER
BASIC PARTS OF A LETTER

The Heading
The Inside Address
The Salutation
The Body
The Closure
The Signature
SUPPLEMENTARY PARTS OF TC

1. Return Address
2. Attention Line

3. Subject line

4. Enclosures

5. Copies (cc or bcc)

6. Postscripts (P.S.)

7. Typist
RETURN ADDRESS SENDERS

Unit 15 Ed and Joe Commercial Building

Quirino Avenue, Baclaran

Paranaque City

October 8, 2007
INSIDE ADDRESS RECEIVERS

Dr. Leonarda A. Aguinalde, Dean

College of Business Administration

University of the Cordilleras

Governor Pack Road, Baguio City

0201
SALUTATION

Dear Personnel Officer:

Dear Maintenance Director:

Dear Sir or Dear Madam (not Dear Sir/Madam):

To Whom It May Concern:

SUBJECT LINE - TOPIC

Subject: Refund
SUBJECT: Scholarship

Re: Overload Pay

RE: Seminar/Workshop

* Type this just below the letters salutation.

BODY

If possible, keep a business letter to one page

in length but never more than two pages.
a. Introduction- state the purpose and establish
a courteous tone.
b. Body- develop major points and provide
details
c. Conclusion thank the reader and suggest
possibilities for further action.
COMPLIMENTARY CLOSE

Sincerely yours,
Yours sincerely,

Yours truly,

If you know the recipient well:

Cordially,
Cordially yours,
Best regards,
NAME AND SIGNATURE

Type your full name and a handwritten

signature
ENCLOSURES

If you include other material with a letter.

Enclosure: Official Transcript of Records

Encl: Photocopy of Birth Certificate

Enclosures: (2)

Encls: Copy of Memorandum of Agreement

Photocopy of Passport and Visa

COPIES- CARBON COPY (CC)

If copies of your letter are being sent to other

persons.
cc: Atty. Eduardo M. Aratas

CC: Dean Lilia Reyes

Copies to Professor Alex V. Abelos

290 Milbuena Subdivision

Magsaysay Sur
Cabanatuan City
BLIND CARBON COPY NOTATION (BCC)

When your letter contains sensitive information

and you do not want the recipient to know that
copies are being sent to others.
bcc: National Bureau of Investigation

BCC: Richard M. Carino, Attorney at Law

POSTSCRIPTS (P.S.)

If you want to include one to emphasize a point

not covered in the body of the letter.
P.S. I truly look forward to the three weeks of
intense workshop TESDA- Baguio offers in
industrial welding.
TYPIST

If someone other than the writer types the

letter, the typists initials appear afetr the
authors with colon (:)
DCC:RSB
BUSINESS LETTER FORMAT
LESSON 2
 1913 B Luzon Avenue
Sampaloc, Manila
October 2, 2013 __(1)_____________________

(2 lines)
Dr. Myrna P. Quinto, Dean
Institute of Arts and Sciences
Far Eastern University, ____(2)___________________
Nicanor Reyes Street, Manila

(2 lines)
Dear Dr. Quinto: ____(3)___________________

________________________________________________________________________________________________________________________________________________________________
__________________________________________________________________________ ____________________________________

(double spaces) ___(4)__________________

________________________________________________________________________________________________________________________________________________________________
______________________________________________________________________________________________________________

_____(5)_________________
________________________________________________________________________________________________________________________________________________________________
________________________________

(2 lines)
_____(6)________________
_____________________, __________(7)______________

(4 spaces)

_____________________ __________(8)______________

(2 lines below your name)

_____________________: Resume (9)

FULL BLOCK STYLE

 CHAPTER VIII

WRITING GOOD-NEWS, ROUTINE LETTERS, AND

SPECIAL LETTERS
Lesson 1

WRITING GOOD-NEWS LETTERS

GOOD-NEWS LETTERS

A. Letter of Inquiry
1. Letter Ordering Goods

2. Letter of Claim

3. Application Letter

4. Writing a Resume

5. Letter Requesting Appointments

GOOD-NEWS LETTERS

B. Letters of Response
1. Response to Inquiry
2. Acknowledgement Letter
3. Letter of Adjustment
C. Letter of Transmittal
INQUIRY LETTERS

- is a request for information that the writer believes

the reader can provide. Regardless of its subject,
the objective is to get the reader to respond with
an action that satisfies the inquiry.

The action taken can benefit either the writer or

the reader, and sometimes both. That being the
case, the scope must include enough information
to help the reader determine how best to respond.
 Dear Ms. Smith,

I am writing to inquire whether the Xavier Foundation would invite a proposal

from the Virtual Community Group, Inc., requesting an investment of $50,000
per year over two years to support our Enterprise 2000 initiative.

Information technologies are a promising solution to one of the primary

obstacles facing the small rural enterprise: the geographic distances which
inhibit networking with other businesses, and which segregate them from a
larger marketplace. The Internet and other networks are now making it
possible for entrepreneurs even in the most remote locations to communicate
and do business on a region-wide, national, or even international basis.
.
We believe that broadly-implemented technical skills programs such as
Enterprise 2000 have the potential to transform the lives of many struggling
entrepreneurs, and change the economic landscape of impoverished rural
communities.

Please feel free to call me with any questions. I look forward to hearing from
you soon.

Sincerely,
Executive Director
IDENTIFY YOUR READERS

An inquiry letter should be addressed to the

person who is most likely to respond in a
positive and helpful manner. If you are unsure
of who that might be, try making a few phone
calls to identify a contact person. That person's
name should be placed in the inside heading
and the salutation of your inquiry. It should also
be included on the top line of your envelope.
ESTABLISH YOUR OBJECTIVE

The objective in an inquiry letter is to make a

request. It will either ask the reader to provide
something beneficial to the writer, or take
advantage of something the writer has to offer.
Your inquiry should be specific and brief. If you
are asking more than one question you might
consider highlighting them in a bulleted list.
DETERMINE YOUR SCOPE
The scope of an inquiry letter should provide enough
information for the reader grasp your objective, make an
informed decision and respond in a timely manner.
Consider your reader and get to the point. Do they have
what you want? Can they do what you ask? Think about
what your reader will need to know in order before
making a decision and sending you a response.
If you are to receive some benefit, it may help to explain
for what purpose the benefit will be used. If the reader is
to receive some benefit, it may help to offer an incentive
to respond.
LETTER ORDERING GOODS

The objective of an order letter is to clearly

indicate to the recipient that you are making a
purchase. You should be brief.
DETERMINE YOUR SCOPE

The scope of an order letter should provide only

that information relevant to accomplishing the
objective of making a purchase:
a. what the item is,
b. the terms of the purchase and any specific
shipping instructions and,
c. an exact description of what is expected.
ORDER LETTERS

- also known as a purchase order or PO, begins

the paper trail of a specific purchase.
- The objective is to provide the vendor with
detailed instructions for fulfilling an order. It
also serves as a legal record of the transaction
and, consequently, should be written with care.
Return Address

Inside Address

Dear Ms. Hutchinson :

Thank you for sending your catalog so promptly. It arrived within

a few days of my request. Please send me the following items
by parcel post :

1 copy Emmet and Mullen,

High School Algebra @ $7.50 $ 7.50
25 copies Pinehurst,
Plane Geometry @ $8.75 $ 218.75
Total $ 226.25
I am enclosing a money order for 226.25. If there are
additional charges, please let me know.
Please mail the books to the address given above.
Very truly yours,

Brandon Michael
IDENTIFY YOUR READER
An order letter does not necessarily need a clearly
identified reader. In fact, most first-time and one-time-
only orders are simply addressed to the attention of a
sales department.

In such cases, the inside heading of the letter will

contain just the name and address of the company to
whom the order is being sent, and the salutation will be
replaced by a simple attention getting device.
COMPLAINT LETTER
- advises the reader of an error in a business transaction
or a defect discovered in a consumer product or service.
- The objective is to provide detailed information regarding
the error or defect and to serve as a legal document
recording the writer's claim and the corrective action or
adjustment being requested.
- Keep in mind that your reader is a trained customer service
professional and not very likely to be the person
responsible for the error or defect. Rather than being
angry, use a firm but courteous tone when stating a
complaint. Remember, you want results, not a fight.
SOME GUIDELINES

1. Dont write To Whom It May Concern

2. Play politics.

3. Prevent detours.

4. Dont get mad; get specific.

5. If at first you dont succeedwrite again.

RULES TO FOLLOW

1. Identify your reason for writing.

2. Explain the problem accurately and fully, so
that the reader understands the basis of your
claim.
3. Identify the faulty item clearly, giving serial
and model numbers.
4. describe the deficiency, and explain how it
has caused you inconvenience.
Date

Inside Address
Establishes confidence in the
Dear Mr.____________: readers company

I have used your equipment for. But last week my confidence in your company was shaken
because.
Events and details to support
the complaint
I found broken windows, vandalized equipment, and tools missing.
Places the responsibility on the
We ask that you reimbursefor our damaged and lost equipment. company.

DBG construction would like to have this matter resolved quickly, by February 6, 2015. Please
contact me if I can be of any assistance.
Requests a specific action or Provides a deadline and time
adjustment from the company. limit
Cordially yours,

Name and Signature

IDENTIFY YOUR READER:

a complaint letter should be addressed to the

person who is most likely and able to resolve an
unsatisfactory situation.
Large companies often have a Customer Service
department to whose attention a complaint can be
addressed. In these cases, the inside heading
should contain just the name and address of the
company. The salutation will then be replaced by a
simple attention getting device.
ESTABLISH YOUR OBJECTIVE

The objective of a complaint letter is to prompt

an action that resolves a conflict.
You should avoid threats and accusations when
providing the details of your complaint.
Stick to the facts and your reader will
comprehend what went wrong and what action
you expect them to take.
DETERMINE YOUR SCOPE
The scope of a complaint letter should encompass the
relevant information necessary to resolve a problem,
correct an error or repair a defect.
It should provide the reader with exact descriptions,
including dates, times and places.
It should have a reference of purchase orders, invoice
numbers, payment records and even dollar amounts
when appropriate.
SALES LETTER

- is
a marketing tool that promotes a good or
service.
- persuades the reader to buy what the letter
offers.
- To be effective, its scope must describe a
particular benefit the reader will gain by
making the purchase, such as a problem
solved or a need fulfilled.
Home National Bank
902 Home Avenue
Portland, Oregon 97207
March 8, 2008

Mr. George W. Marlon

Boston Transit Authority
57 West City Avenue Boston, MA 02110

Dear Mr. Marlon:

Subject: Magic Loans

At this time, each year, everyone thoughts turn to vacation plans and home improvements. If you are considering a
major recreational purchase or home improvement this year, you may want to find out about Magic Loans Home
National Bank.
Magic Loans is loan that is made against equity that you have in your home. Magic Loans can be used to buy the
car or anything youve always wanted. They can also be used for conventional FHA home
improvement loans, such a private swimming pool. Of course, a Magic Loans does not have to be used only
for recreational items. You may want to use money that is now equity to pay for college expenses for your children.
So if you have equity in your home and would like to talk with someone about the possibility of borrowing against
that equity, please complete the postage-paid replay card include with this
letter. Just drop it in the mail and a Home National Bank loan officer will call you to explain Magic Loans
possibilities as well as to answer any question you may have. Let us help make your dream come true.

Sincerely,

John M. Peters
President
PS
If you need more information on Magic Loans, please contact Home National Bank by calling (350) 421342 or email
us here !
IDENTIFY YOUR READER:
A sales letter should be addressed to a group of
prospective buyers who meet an established set of
criteria. Selecting their names should be done carefully,
ideally with the help of a professional who specializes in
direct mail marketing. He or she will be able to assist you
in constructing a mailing list tailored to your specific
needs.
Once assembled, the names of your potential customers
should be placed in the salutation and inside heading of
your sales letter. They should also be included on the top
line of your envelope.
ESTABLISH YOUR OBJECTIVE

To attract attention
Generate interest

Induce a purchase

Your sales letter may not induce an immediate

purchase, however, it should, at the very least,
meet the first two objectives.
DETERMINE YOUR SCOPE

To be effective, the scope of a sales letter must

identify one or more of the following:

A problem that can be solved

A need that can be fulfilled

A desire that can be satisfied

A pleasure that can be gained

APPLICATION LETTER
Letter The Data Sheet
making reference to * Contains about the
your source of same information called
information about the for on most printed
opening applications forms,
explicitly making organized in 4 sections:
application for a job Personal data
elaborating on Education
pertinent qualifications Experience
requesting an interview References
Dear Ms. Goldman:

I am seeking a responsible position as a financial research assistant in

which I may use my training to solve financial problem. I would be interested
in exploring the possibility of obtaining such a position within your firm.

I expect to receive a Bachelor of Business

Administration degree in finance from Indiana University in June. Since
September 2005, I have been participating, through the university, in the
Professional Training Program at Computer Systems International, in
Indianapolis. In the program I was assigned, on rotating basis, to several
staff sections in apprentice positions. Most recently, I have been a financial
trainee in the Accounting Department and have gained a great deal of
experience. Detail of the academic course I have taken are contained in the
enclosed resume.
I look forward to meeting you soon in an interview.

Sincerely yours,

George Marlon
WRITING RESUME

(Please see other files.)

LETTER REQUESTING APPOINTMENTS

Can be done through phone or letter

Dear Mr. Magsanoc,

I am organizingI have been told that you

are.Would you find 8:00 a.m. on September 15,
2015 a convenient.

I will appreciate an hour of your time to discuss.

Sincerely yours,

_____________
B. LETTERS OF RESPONSE
LETTER OF REPLY

1. Acknowledge the inquiry, or state the

circumstances necessitating the reply.
2. Answer the questions fully.

3. Build goodwill and pave the way for further

contact.
 MALAYSIA AIRLINES
Ground Floor, Legaspi Towers

Vito Cruz, Manila

Tels: 5217845 to 49/5217867/Fax (02) 5219073

October 10, 20______

Benguet Lily travel & Tours Ltd.
Suite 8 & 9, Ground Floor, Heritage Hotel
Corner Buendia and Roxas Boulevard
Pasay City

Attention of Elsie V. Arinos, Regional Manager

It is a pleasure to answer the question raised in your letter of October,

concerning our latest international fares, new international routes, and
related services.
 A. Our new routes are as follows:
(Table follows)

B. Our package tours for this year are as follows:

We shall be glad to be partner of Benguet Lily Travel & Tours Ltd. In the ticket
sales. If there are any other points which you would like to ask, just send us
a fax or e-mail and we shall be glad to answer your questions.

Very truly yours,

Malaysian Airlines

Alexander Tiu Cheng

Country Sales Manager (Phil.)
ADJUSTMENT LETTER
- is a response to a written complaint.
- The objective is to inform the reader that their
complaint has been received.
- It is also a legal document recording what
decisions were made and what actions have or
will be taken.
- This is a prime goodwill building opportunity.
- Aims to renew the customer's confidence in a
continued business relationship.
Return Address

Inside Address

Dear Mr. Wilson:

Subject: October 14 letter about Late Order
We have just received your October 14 letter about your order which did not
arrive on time. We are extremely sorry that we have not been able to deliver
your order as scheduled. We really regret to inform you that the delay was
caused by the late arrival of some of the raw materials.

However, we managed to deliver the furniture you ordered a few days ago. We
believe it will reach you in two days. We hope it will be ready for the season.
Once again, Please allow us to express our sincere apology for the delay and
the inconvenience it has caused you. It was really due to the fact that is
beyond our control.

We will struggle to prevent this incident from happening again in future

and hope we can continue our business as usual. Should you need to contact
us, please use this number (315) 1234567.

Yours sincerely,

Dicky Williams
Customer Relation Manager
IDENTIFY YOUR READER

An adjustment letter should be addressed to a

person who has filed a claim upon which a
decision has been made.
Remember that people do business with
people first, businesses second. When you
address your reader by name, you recognize
their individual importance and value as a
human being.
ESTABLISH YOUR OBJECTIVE

The objective of an adjustment letter is

Avoid excuses or long explanations about
what went wrong. Stick to the facts of the
adjustment and your reader will
comprehend the corrective action that you
are offering or have already implemented.
DETERMINE YOUR SCOPE
The scope of an adjustment letter should
reiterate the relevant facts of a claim, accept
responsibility for an error or defect, and offer
an apology. It should provide the reader with an
exact description, including dates, times and
places that corrective actions will take place.
In an effort to retain goodwill he discounts the
original purchase price with a credit to the
account of the inconvenienced customer.
INSTRUCTION LETTER

a) The opening paragraph of the letter should

explain the situation or problem that
necessitates issuing the instructions.
b) The body of the letter should contain the
detailed instructions.
c) The conclusion of the letter should suggest
any action, other than carrying out the
instructions, that should be taken.
Mary W. Cote
4468 Straford Park
Owingsville, KY 40360

Dear Mary,
If you are reading this, it means I have passed away. This is
not supposed to be a sad time but a celebration of the life I
have lived
I want to distribute the following assets to the following
people (this will all be verified by my will)
I wish to give my house to my daughter, Jane. She always
loved that house, and I think she would be the best
caretaker of it when I am gone.
I wish to give my two (2) cars to my son Richard. He
always loved driving to the farm with me in them.
I wish for everyone to enjoy these gifts.
Sincerely,
Heddy Cote
TRANSMITTAL LETTER
-Is a communication from the writer of a report to its recipient.

1) The letter typically opens with a reference to the occasion of the

report or an explanation of why the report is being submitted.
2) The letter should state the title of the report being transmitted.
3) The second paragraph of the letter of transmittal should explain the
purpose and scope of the report.
4) If the writer has received assistance in carrying out the work with
which the report is concerned, and feels that this assistance should
be acknowledged, the letter of transmittal is a place in which to
name and thank those who helped.
5) Customarily the letter closes with a statement expressing hope that
the report is satisfactory.
RECOMMENDATION LETTER
is one in which the writer assesses the qualities,
characteristics, and capabilities of the person
being recommended in terms of that individuals
ability to perform a particular task or function.
Recommendation letters are almost always
specifically requested to be written about
someone, and are therefore addressed to a
particular requester. Letters of recommendation
are typically related to employment, admissions to
institutions of higher education or scholarship
eligibility.
Dear Ms. Bardeen :
As you requested, please allow me to present our recommendation for an
American Air Conditioning System.
After thoroughly analyzing your company's management and
engineering requirements, we believe that American Air Conditioning System
will provide the maximum return on your investment.
For one reason, the American Air Conditioning System protects you against
obsolescence in the near future because the equipment the American Air
Conditioning System is going to install is a modular design to which you may add
additional units as the need arises. Secondly, the design provides flexibility so
that It is possible for your company to adjust it to any special conditions as your
company grows up.
We believe that you will find this system practical, efficient, and economical for
your company any time. We hope this information will make you decide the right
Air Conditioning System.
Sincerely yours

William Bentley
Sales Manager
RESIGNATION LETTER

A resignation letter is a letter formally advising

your employer that you are leaving your job. A
resignation letter can help you maintain
positive relationship with your employer, while
paving the way for you to move on.
Dear Mrs. Johnson:
I am writing to provide formal notice of my resignation from
Goldrush Bank. I will not be available on February 12, 2010.
I believe that one month is sufficient notice for you to find a
replacement for my position. I would be pleased to help train the
individual you choose to replace me.
Thank you for employing me for the past eight years.
My experience as manager has been very precious and I am
confident that I will use many of the skills I have learned at
Goldrush Bank in the future.
If you have any concerns, please contact me at my personal email
address below.
Sincerely yours,

Brian Adams
REFERENCES :
Asperas, M.et al. (2008). Developing skills in technical
writing.Mutya Publishing House, Inc.
Milis, G. ,& Walter, J. (1986). Technical writing fifth
edition. Utah, United States: Bringham Young
University.
Lopez, M., & Astley, W. (n.d). Letters. The Mayfield
handbook of technical & scientific writing, from
http://www.mit.edu/course/21/21.guide/letters.htm
Board of Regents. (2009). The writers handbook business
letter. Writing Center @ University of Wisconsin-
Madison, Retrieved July 2, 2012, from
http://writing.wisc.edu/Handbook/CoverLetters.html