ROUTINE LETTERS

Omkar Gupta

CONTENTS

• Routine Letter

• How to write effectively

• Guffey’s 3x3 Writing Process

• Modified Block Vs Block Letter Style

• Direct Request Letters

• Direct Request Samples

• Direct Replies

• Direct Reply Samples

• Other samples

• Bibliography

ROUTINE LETTERS ANDGOODWILL MESSAGES

Writer and receiver:

Suppliers, government agencies, customers.

Purpose:

• Product feedback

• Positive image of company

• Promote future business

HOW TO WRITE EFFECTIVELY?

• Use short sentences and paragraphs, transitional expressions, familiar words and active-voice verbs.

• Emphasize on “you” and the readers’ benefits.

• Use appropriate Letter Format

Modified Block or Block Style

GUFFEY’S 3X3 WRITING PROCESS

Step 1: Prewriting

•Analysis

•Anticipation

•Adaptation

Step 2:

Writing

•Research

•Organisation

•Composition

Step 3:

Revising

•Revision

•Proofreading

•Evaluation

FORMATModified Block

October 23,2008

Anna Rogers

8e Avenue, Montreal

Quebec, H2A 2N7

Dear Mr. Professor:

Subject: Formatting Modified Block

This letter points out the most important points to remember when

writing a letter:

1. Set side margins between 2.5 and 4 cm.

2. Start the date 5 cm from the top edge.

3. Leave 5 lines below the date.

For the paragraphs, keep everything on the left side. The date and

closing line start at the center. Use numbers or bullets to list items.

Sincerely,

Handwritten signature

Printed name

FORMAT

Block Letter Style

October 23,2008

Anna Rogers

8e Avenue, Montreal

Quebec, H2A 2N7

Dear Mr. Professor

Subject: Formatting Block Letter Style

This letter points out the most important point to remember when

writing a letter.

All lines in this style start at the left margin. The date is written 5 cm

from the top edge. The other difference is there is no colon

following the salutation. Finally, the complimentary close is two

lines under the last paragraph.

Sincerely

Handwritten signature

Printed name.

DIRECT REQUEST LETTERS

Information

Action

• Question, request

Order

• Order supplies, merchandise, services

Claim

• To correct a problem

• Late shipment, poor service, product deficiency

DIRECT REQUEST SAMPLESOrder Letter

Company’s name

Address

October 23,2008

Omni Marketing Direct

350 Commerce Street

Toronto, ON M1K 5L7

ORDER REQUEST

Identifies method of delivery and catalogue source:

Quantity Catalogue No. Item Unit Price Total

10 1234 Pencil 2.00 20.00

10 3456 Eraser 1.00 10.00

Subtotal 30.00

GST at 7% 3.00

PST at 8% 3.00

Shipping 2.00

Total $38.00

In the last paragraph, express appreciation, amount and method of

payment, the date of delivery or any other relevant information.

Handwritten Signature

Printed Name

DIRECT REQUEST SAMPLES

Direct Claim

2352 Hall Avenue

Windsor, On N8X 6L6

September 3, 2007

Mr. Sam Lee, Customer Service

Premier Quality Systems, Inc.

41 Bricker Avenue

Waterloo, On 9Y5 N2X

Dear Mr. Lee:

State clearly the instructions or requests.

State the problem and expected actions from company.

Provide details and justify the request. Be logic, objective andunemotional.

Restate requested action with end date. Goodwill statement.

Sincerely,Handwritten

SignaturePrinted name

DIRECT REPLIES

Purpose Type

Reply positively to information or action requests

Customer replyRecommendationGranting claims

Adjustment

DIRECT REPLY SAMPLESCustomer Reply

Kelowna Software, Inc.

Address

July 18, 2007

Mr. Jeffrey

White-Rather Enterprises

220 Telford Court

Leduc, AB T9E 5M6

Dear Mr. White:

SUBJECT: YOUR JULY 12 INQUIRY ABOUT WORKZONE

SOFTWARE

To start, state all important information.

List all answers to questions from requests by emphasizing on the r

eader.

Relate to sales promotions.

Sincerely,

Handwritten Name

Position in Company

Recommendation

February 21, 2007

Vice President, Human Resources

Health care Enterprises

Address

Recommendation of Lance W. Oliver

Identify the candidate and the recommended position.

Back up qualities with detailed evidences. Describe deficiencies

instead of evaluating it.

Summarize main points and overall evaluation. Restate the good

news to deemphasize the bad news.

Handwritten Name

Position

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,

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

Requesting Information & Action

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,

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 respond by the end of the week.

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,

Thank you for reserving my room for the convention.

BIBLIOGRAPHY

• Guffey, Mary Ellen, Kathleen Rhodes, Patricia Rogin. Business Communication: Process and Product. Second Brief Canadian Edition. United States: Nelson, Thompson Canada Limited, 2007