Planning the Routine Message

There are business letters appropriate to all phases of business; therefore it would be almost impossible to classify all types of the business letter. Most of the typical manager’s correspondence consists of communicating about routine matters.

When we convey routine information and are sure that the reader will probably be interested in its contents, we use a direct organizational plan: the main idea is stated first, followed be any needed explanation, then a friendly closing. Using direct organizational plan, when you put the major news first, saves the reader time. The indirect organizational plan, in which the reasons are presented before the major idea, is often used for persuasive and bad-news messages.

Routine Requests and Replies

A request is routine if you anticipate that the reader will readily do as you ask without having to be persuaded. The letter of inquiry should make absolutely clear the information wanted. It should leave no possibility of the recipient’s having to write to ask for explanation or extension of any of its parts. It should be as brief as is in keeping with courtesy and clarity. If it relates to matters of no interest to the recipients, a stamped addressed envelope should be enclosed for reply.

Major idea first. When making a routine request, present the major idea – your request – clearly and directly in the first sentence or two.

Explanation and details. Explain why you are making the request. Include any needed background information or details.

Friendly closing.

A reply provides the information requested in the original message. Like the original request letters, replies are organized in a direct organizational style, putting the “good news” up front. All inquiries should be answered, even those that, for some reason, cannot be given a complete response. An inquiry indicates interest of the writer in the company or its products, so an inquirer is a potential customer. The inquiry reply should not only increase that interest, but also inspire the inquirer to action. Thus, one who receives an inquiry should reply promptly unless it is a type of inquiry out of keeping with business ethics. Even when the matters of inquiry are of no interest to the recipient, he should give the information as courteously and as fully as if it meant material profit to him. He should give not only complete information for every detail of the inquiry but also should give any additional information which the writer feels would make clearer the information desired. In short, the writer should write just the kind of reply he should wish were he the inquirer.

An inquiry reply should begin by thanking the reader, acknowledging the interest in your company and end by offering further assistance – but ONLY if you actually want additional inquiries from this person.

Answer promptly.

A form letter is a letter with standardized wording that is sent to different people.

Date: 2016-03-03; view: 905