Business Writing

Decisions in Written Communication
• • • • How to get the desired response? “Dear Mr. Smith” or “Dear John”? “,” or “:” after greetings? Can informal tone be used for a certain e-mail?
• Ending: • Thank you. • I look forward to receiving this information. • I look forward to hearing from you. • Thank you for sending us this information.
Carolina Diaz
Carolina Diaz
Tom Holmes
Tom Holmes Cordially,
Diaz, Carolina
Diaz, Carolina
Format
Components
• Letterhead/ Heading use of printed stationery
Components (continued) • Date line: All digits in the designation of the year e.g. 2009 not „09 Spell out the month e.g. December not Dec. Cardinal number, not ordinal number e.g.29 not 29th
• An e-mail to answer an information request from a new customer named Hillary Kennedy • A. Hillary, • B. Dear Ms. Kennedy, • C. Hi Ms. Kennedy, • A letter of complaint to a bookstore called Traditions • A. Dear Traditions Bookstore: • B. Dear Traditions Manager: • C. (no greeting) • A letter to all your local sales representatives • A. To Whom It May Concern: • B. Dear Sales Representatives: • C. SALES REPRESENTATIVES • An e-mail to Ron McDonald, the president of a company where you would like to work • A. Dear Ron, • B. Dear Mr. McDonald: • C. (no greeting)
The language of requests
• • • • • • Beginning: I am writing in response / regard to… I am writing to request… I am interested in finding out… I would appreciate… I recently read an article (saw an advertisement) regarding… and I would like to know (receive)…
Routine requests and inquiries
• Read the letters and answer the questions • 1. What are the differences in the three requests? • 2. Which style of writing do you think is the most common in the U.S.?
Guidelines
Greetings and Closings in Letters and E-mail Messages
• Letter • E-mail 1 • E-mail 2
Greetings in Letters and E-mail
• Formal: Dear Mr. Hogan: • Dear Ms. Grant: • Dear Ms. Lane: • Ms. Lane: • Dear Karen: • Karen: • Informal: Dear Tom: • Dear Karen, • Karen, • Hi Karen,
• Signature block Signature (both handwritten and printed) Title Department or Company name • Initials notation • Enclosure notation • Copy notation • Postscript notation (not used any more)
• Stating the requests: • I would appreciate receiving… • I would appreciate it if you could / would… • Could you send / give me more information about…? • Please send me this information as soon as possible.
• Special designations In capital letters or underlined e.g. Priority Mail Confidential PERSONAL • Inside address
• Attention line
• Salutation • Subject line Phrases Noun phrase Concise, concrete and to the point • Body • Complimentary closing
• Closings in a formal letter
Sincerely, Yours Truly,
Brenda Buskala
BRENDA BUSKALA
Sincerely
Tom Holmes
Tom Holms
Sincerely,
Tom Holmes
Tom Holmes Yours truly,
Rewrite the requests or the complimentary closes. 1. (a school administrator) You put me in Level 2 instead of Level 3. register me for the correct course 2.( someone who answers the mail in a company) I need this information as soon as possible. 3.(a program office) I would greatly appreciate it if you could send me a copy of your program brochure.
Baidu Nhomakorabea
4.(your teacher) I‟m having trouble with something in class. Meet with me to explain it. I greatly appreciate your kindness and support as well as your willingness to meet with me. 5.(the president of your company) I want to interview you for our company newsletter. Thanks.
Response
• Guidelines: • 1.Polite, considerate, friendly I am sorry to hear that you are not happy with our product. NOT: You‟re probably not following the instructions.
Non-Routine Requests
• Read the letters and answer: • 1. Would you feel differently about the writers of these two requests? If so, why? • 2. Underline the language choices that make one letter have a better one than the other.
Closings
• • • • • • In letters: Sincerely,（正式度差一些） Sincerely yours,(最正式) Yours truly, Very truly yours, Cordially,
Sincerely,
Martha Hamlin
Martha Hamlin Customer Service Manager
• 2. Refer to a message previously received Thank you for your June 15 order. Thank you for your interest in our new electronic dictionary. We appreciate your inquiry about our products. I am writing regarding/in reference to your email dated June 15. Thank you for your inquiry about quantity discounts, which Gail Smith forwarded to me.
• • • • • • • • • • • •
Exercise: In an e-mail Dear Carlos: George, Dear Mr. Thompson, Hi Everyone Dear Sir: Dear Mr. smith: Dear Ms Elizabeth: Dear Jill, Dear, Fred Hello Anna:
• • • • • • • • •
In a formal letter To who may consider To: Crescent Hotel Dear Ms. Sanchez, Dear Four Seasons Hotel, Dear Sir: Dear Hotel Manager: Dear Mrs. Jill Lee: To Whom It may Concern:
Closings in e-mail
Thanks for your help. Jim
Regards, Jim
• Exercises: • Closings in an e-mail
Best regards, Dennis Jones Sincerely Dennis Jones Thanks Brenda Sincerely yours (no name) Thanks, Dennis Sincerely, Brenda
• • • • • • • • •
A letter to someone you know very well, Alex Metz A. Dear Alex, B. Hi Alex, C. To Alex: A letter to a new customer, Sam Smith A. Dear Customer: B. Dear Sir or Madam: C. Dear Mr. Smith: An e-mail to the Fetter Pen Company requesting information • A. (no greeting) • B. To Whom It May Concern • C. Hi,