Analyzing the Structure of Positive Letters Anaconda Trading Co 4340 Anaconda Drive Victorville, CA 92392 760.222.3525 Opening Body Closing Ch 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Structure of Positive Letters: Opening Anaconda Trading Co 4340 Anaconda Drive Victorville, CA 92392 760.222.3525 Frontload in the opening  Begin with the main idea  Tell immediately why you are writing Ch 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Structure of Positive Letters: Body Anaconda Trading Co 4340 Anaconda Drive Victorville, CA 92392 760.222.3525 Explain in the body  Present details that explain the request or response  Group similar ideas together  Include graphic highlighting to spotlight main points Ch 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Structure of Positive Letters: Closing Anaconda Trading Co 4340 Anaconda Drive Victorville, CA 92392 760.222.3525 Be specific and courteous in the closing  For requests, tell specifically what action you want taken and provide an end date (deadline) if appropriate  For other routine letters, provide a courteous, concluding thought Ch Slide Ch 8,4Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Comparing Typical Positive Messages Ch 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Formatting Hard-Copy Memos Start the dateline inches from the top MEMORANDUM of the page JM Put sender’s initials here DATE: April 5, 2012 TO: Dawn Stewart, Manager FROM: Jay Murray, Vice President Align text after guide words SUBJECT: Telephone Service Leave two blank lines between Subject Request Forms and the first line of the memo To speed telephone installation and improve service within the main facility, we are starting a new application procedure Single-space within and double-space between paragraphs Service request forms will be available at various locations within the three buildings When you require Set side margins at to 11/4 inches telephone services, pick up a request form at your nearest location Fill in the pertinent facts, obtain approval ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Ch 8, Slide Formatting Business Letters CYPRESS ASSOCIATES, INC Letterhead Dateline 5090 Katella Avenue 5090 Katella Avenue Anaheim, CA 92642 Anaheim, CA 92642 WEB: cypress@grid.com WEB: cypress@grid.com PHONE: (310) 329-4330 PHONE: (310) 329-4330 FAX: (310) 329-4259 FAX: (310) 329-4259 May 18, 2008 May 18, 2008 inches from top of page to blank lines Inside Address Salutation Ms LaTonja Williams Ms LaTonja Williams Health Care Specialists Health Care Specialists 2608 Fairview Road 2608 Fairview Road Costa Mesa, CA 92627 Costa Mesa, CA 92627 Dear Ms Williams: Dear Ms Williams: blank line blank line Subject Line Subject: Formatting Business Letters Subject: Formatting Business Letters blank line Ch 8, Slide At your request, this letter illustrates and explains business letter formatting in a nutshell The most At your request, this letter illustrates and explains business letter formatting in a nutshell The most important points to remember are these: important points to remember are these: Set margins between and 1½ inches; most word processing programs automatically set Set margins between and 1½ inches; most word processing programs automatically set margins at inch margins at inch Start the date inches from the top edge of the paper or blank line below the letterhead, Start the date inches from the top edge of the paper or blank line below the letterhead, whichever position is lower whichever position is lower Numbered list for improved readability Allow about lines after the date—more lines for shorter letters and fewer lines for longer Allow about lines after the date—more lines for shorter letters and fewer lines for longer ones ones The two most popular letter styles are block and modified block Block style, with all lines The two most popular letter styles are block and modified block Block style, with all lines beginning at the left, causes the least trouble In modified block-style letters, beginning at the left, causes the least trouble In modified block-style letters, One blank line between paragraphs Ch 8, Slide the date and closing lines start at the center For both styles the complimentary close is followed by the date and closing lines start at the center For both styles the complimentary close is followed by three blank lines before the writer’s signature Reference initials and enclosure notations, if used, three blank lines before the writer’s signature Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below appear in the lower left corner, as shown below So that you can see additional styles, I’m sending our office style guide I certainly hope this material So that you can see additional styles, I’m sending our office style guide I certainly hope this material is helpful to you and your assistants, Ms Williams is helpful to you and your assistants, Ms Williams Sincerely, Sincerely, Sharon SharonMontoya Montoya Complimentary Closing Sharon Montoya Sharon Montoya Executive Director Executive Director 3-4 blank lines SM: lef SM: lef Printed Name and Title Enclosure Enclosure blank line Reference Initials blank line Ch 8, Slide Formatting Business Letters 2012 Ch 8, Slide 10 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Act promptly in Direct Claims, Complaints making claims and always keep a copy of your message  Closing  End courteously with a tone that promotes goodwill  Request specific action, including end date, if appropriate Ch 8, Slide 30 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Adjustment Messages  Opening  When approving a customer’s claim, announce the good news (adjustment) immediately  Avoid sounding grudging or reluctant Ch 8, Slide 31 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Adjustment Messages  Body  Strive to win back the customer’s confidence; explain what went wrong (if you know) Ch 8, Slide 32 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Adjustment Messages  Body  Apologize if it seems appropriate, but be careful about admitting responsibility Check with your boss or legal counsel first Ch 8, Slide 33 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Adjustment Messages  Body  Concentrate on explaining how diligently your organization works to avoid disappointing customers  Avoid negative language (trouble, regret, fault) Ch 8, Slide 34 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Adjustment Messages  Body  Avoid blaming customers – even if they are at fault  Avoid blaming individuals or departments in your organization It sounds unprofessional Ch 8, Slide 35 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Adjustment Messages  Closing  Show appreciation that the customer wrote  Consider expressing confidence that the problem has been resolved  Thank the customer for past business  Refer to your desire to be of service Ch 8, Slide 36 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part The Five Ss of Goodwill Messages Selfless Short Specific Five Ss of Goodwill Messages Spontaneous Sincere Ch 8, Slide 37 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy: Be selfless Discuss the receiver, not the sender Ch 8, Ch Slide 38 38 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy: Be specific Cite specifics rather than generalities Ch 8, Ch Slide 39 39 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy: Be Sincere Show your honest feelings with unpretentious language Ch 8, Ch Slide 40 40 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy: Be Spontaneous Make the message sound natural, fresh, and direct Avoid canned phrases Ch 8, Ch Slide 41 41 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy: Keep it Short Although goodwill messages may be as long as needed, they generally are fairly short Ch 8, Ch Slide 42 42 8, Slide ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Answering Congratulatory Messages    Send a brief note expressing your appreciation Tell how good the message made you feel Accept praise gracefully Don’t make belittling statements (I’m not really all that good!) By John S Donnellan Ch 8, Slide 43 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part END Ch 8, Slide 44 ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part ... margins at inch Start the date inches from the top edge of the paper or blank line below the letterhead, Start the date inches from the top edge of the paper or blank line below the letterhead, whichever... ResumePro software program, which I read about in the March issue of Workforce magazine My company receives hundreds of résumés daily, and, frankly, we need help in processing them Answers to the following.. .Structure of Positive Letters: Opening Anaconda Trading Co 4340 Anaconda Drive Victorville, CA 92392 760.222.3525 Frontload in the opening  Begin with the main idea  Tell