- Know when to correspond by letter instead of memo or email
- Consider audience and purpose
- Letters are appropriate for more formal and personal correspondance
- Identify the standard and optional parts of a standard letter
- Standard Parts
- Heading and date
- Inside address
- Salutation
- Text
- Complimentary Closing
- Signature
- Optional Parts
- Attention Line
- Subject Line
- Typists Notation
- Enclosure Notation
- Distribution Notation
- Postscript
- Follow a conventional letter format
- Letter Format: block or modified block
- Subsequent page headers
- Appreciate the importance of proper tone in any letter
- Establish and maintain a "you" perspective-put the reader first
- Be polite
- Use plain English
- Decide to be direct or indirect
- Understand that letters can have global and ethical implications
- As always: know your audience
- Learn about cultural preferences starting with the salutation
- Beware of controversial topics
- Know how to convey bad or unwelcome news
- Don't procrastinate
- Be considerate
- Be honest in your explanation
- If an apology is necessary, do so immediately
- Write inquiry letters, claim letters, sales letters and adjustment letters
- Inquiry Letters
- Ask questions and request a reply
- Claim Letters
- Complaint letter
- Routine claims- direct approach
- Arguable Claims- indirect approach
- Sales Letters
- Written to persuade
- Adjustment Letters
- Written in response to a claim letter
- Granting-start with good news
- Refusing- use indirect organizational plan
Ch. 17: Workplace Letters
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