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Chapter 17

Workplace Letters

Technical Communication, 12th Edition

John M. Lannon

Laura Gurak

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When a Letter is Better than a Memo or Email

Use a letter when you need to

Personalize your message

Convey a dignified, professional impression

Act as a representative of your company or organization

Present a carefully constructed case

Respond to clients, customers, or anyone outside your organization

Provide an official notice or record

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Parts of a Letter

Heading / company name

Date and inside address

Salutation

Body of letter

Closing and signature

Any notations

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Optional Parts of a Letter

• Attention line
• Subject line
• Typist’s initials
• Enclosure notation
• Distribution notation
• Postscript

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Design Features

• Availability of pre-designed templates

can be provided by your company or word-processing software

• Quality stationary
• Uniform margins and spacing
• Headers for subsequent pages
• The envelope

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Interpersonal Considerations

• Focus on the recipient’s interests.
• Be polite and tactful. Anticipate the recipient’s reaction.
• Use plain English.
• Focus on the human connection.
• Decide on a direct or indirect organizing pattern.

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Conveying Bad News

• Don’t procrastinate
• Never just blurt it out
• Give a clear and honest explanation
• When you need to apologize, do so immediately
• Use passive voice to avoid accusations but not to dodge responsibility
• Keep it personal
• Consider the format and medium

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Types of Letters

• Inquiry letters
• Claim letters

Routine

Arguable

• Sales letters
• Adjustment letters

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Inquiry Letters

• Sent to request information or services
• Can be solicited or unsolicited
• If questions are too numerous or complex, you may want to request an interview
• Unsolicited letters are less intrusive than unsolicited phone calls

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Claim Letters

Claim letters are used to request adjustments for defective goods or poor services.

• Routine Claims

Straightforward because they are backed by a contract, guarantee, or company reputation

• Arguable Claim

Used when you must persuade the recipient to grant a debatable claim

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Sales Letters

Sales letters are written to persuade a current or potential customer to buy a company’s product or try its services.

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Adjustment Letters

• Companies generally grant any adjustments that seem reasonable to gain goodwill.
• Granting Adjustments

Begin with good news

Explain what went wrong and how the problem will be solved

Never use employees as scapegoats

Do not make any promises that can’t be kept

End on a positive note

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Adjustment Letters

• Companies must write refusals when customers have misused the product or are mistaken about policy.
• Refusing Adjustments

Use an indirect organizational plan

Be ambiguous

Avoid a patronizing or accusing tone

Close the letter courteously and positively

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Any questions?

For additional help reviewing this chapter, please visit the Companion Website for your text at http://www.pearsonhighered.com/lannon.