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COURSE & SEMINAR 1

BUSINESS LETTER

Common Components and FormatsThe following is concerned with the mechanical and physical details of business letters.

Heading. The heading contains the writer's address and the date of the letter. The writer's name is

not included and only a date is needed in headings on letterhead stationery.

Inside address. The inside address shows the name and address of the recipient of the letter. This

information helps prevent confusion. Also, if the recipient has moved, the inside address helps to

determine what to do with the letter. In the inside address, include the appropriate title of respect of

the recipient; and copy the name of the company exactly as that company writes it. When you do

have the names of individuals, remember to address them appropriately !rs., !s., !r., "r., and so

on. If you are not sure what is correct for an individual, try to find out how that individual signs

letters or consult the forms#of#address section in a dictionary.

Salutation. The salutation, the $"ear %ir$ of the letter, is followed by a colon &except when a

friendly, familiar, sociable tone is intended, in which case a comma is used. (otice that in the

simplified letter format, the salutation line is eliminated altogether. If you don't )now whether the

recipient is a man or woman, traditionally you write $"ear %ir$ or $"ear %irs$ and *ust not worry

about it. !ore recently, however, salutations such as $"ear %ir or !adame,$ $"ear +adies and

entlemen,$ $"ear -riends,$ or $"ear eople$ have been recommended. "eleting the salutation line

altogether or inserting $To Whom It !ay /oncern$ in its place, however, is not always a good

solution; it's 0uite impersonal. Try to get a person's name within the organi1ation; ma)e a 0uic),

anonymous phone call to get a name. 2r, address the salutation to a department name, committee

name, or a position name $"ear /ustomer 3elations "epartment,$ $"ear 3ecruitment /ommittee,$$"ear /hairperson,$ $"ear "irector of -inancial Aid,$ for example.

Subject or reerence line. As shown in the order letter, the sub*ect line replaces the salutation or is

included with it. The sub*ect line announces the main business of the letter.

Bod! o t"e letter. The actual message of course is contained in the body of the letter, the

paragraphs between the salutation and the complimentary close. %trategies for writing the body of

the letter are discussed in the section on business#correspondence style.

Complimentar! close. The $%incerely yours$ element of the business letter is called the

complimentary close. 2ther common ones are $%incerely yours,$ $/ordially,$ $3espectfully,$ or $3espectfully yours.$ 4ou can design your own, but be careful not to create florid or wordy ones.

(otice that only the first letter is capitali1ed, and it is always followed by a comma.

Signature bloc#. 5sually, you type your name four lines below the complimentary close, and sign

your name in between. If you are a woman and want to ma)e your marital status clear, use !iss,

!s., or !rs. in parentheses before the typed version of your first name. Whenever possible, include

your title or the name of the position you hold *ust below your name. -or example, $Technical

writing student,$ $%ophomore data processing ma*or,$ or $Tarrant /ounty /ommunity /ollege

%tudent$ are perfectly acceptable.

End notations. 6ust below the signature bloc) are often several abbreviations or phrases that haveimportant functions.



Initials. The initials in all capital letters are those of the writer of the letter, and the ones in lower

case letters *ust after the colon are those of the typist.

Enclosures. To ma)e sure that the recipient )nows that items accompany the letter in the same

envelope, use such indications as $7nclosure,$ $7ncl.,$ $7nclosures &8.$ -or example, if you send a

resume and writing sample with your application letter, you'd do this $7ncl. 3esume and Writing

%ample.$ If the enclosure is lost, the recipient will )now.

Copies. If you send copies of a letter to others, indicate this fact among the end notations also. If,

for example, you were upset by a local merchant's handling of your repair problems and were

sending a copy of your letter to the 9etter 9usiness 9ureau, you'd write this $cc 9etter 9usiness

9ureau.$ If you plan to send a copy to your lawyer, write something li)e this $cc !r 3aymond

!ason, Attorney.$

Follo$ing pages. If your letter is longer than one page, the heading at the top of subse0uent pages

can be handled in one by numbering.

If you use letterhead stationery, remember not to use it for subse0uent pages. :owever, you mustuse blan) paper of the same 0uality, weight, and texture as the letterhead paper &usually, letterheadstationery comes with matching blan) paper.



Figure %&%. Standard components o a business letter



'R(CTIC(L (''LIC(TI)NS

Tas# %. C"oose t"e rig"t option*

1. On your official letter your name should appearA. at the top, on the right; B. at the bottom; C. at the top and at the bottom

2. If you start your letter with ear !irs, you end it withA. "ours sincerely; B. Best wishes; C. "ours faithfully

#. $he abbre%iation &nc. should appear'A. at the bottom, on the left; B. at the bottom, on the right; C. below sendersaddress

(. !enders address should appearA. at the top, on the right; B. at the top, on the left; C. at the bottom, onthe left

). $he complimentary close of an official letter reads'A. I*+e loo forward about hearing from you; B. I*+e loo forward to hear fromyou; C. I*+e loo forward to hearing from you

$ic the incorrect opening salutationA. ear -adam; B. ear Anne -orrison; C. ear Anne

$ic the incorrect dateA. 12 anuary 2//1; B. anuary 12, 2//1; C. Bratisla%a, 12 anuary 2//1

0. $he abbre%iation for -issis isA. -rs; B. -s; C. -ss

Tas# +. Fill in t"e gaps in t"e ollo$ing letter $it" $ords rom t"e menu*

of, in, on, before, In, to, on, from, for, to, of

ear -r !mithI am writing behalf the Organising Committee the )th InternationalConference Information $echnology. $he conference will ta,e place 2) 20 une 2/1#.lease find enclosed the programme and attendance re3uest form. order toassure accommodation conference participants good time we would be %erygrateful if you could return the attendance re3uest form 1st une 2/1#.+e loo forward "ours sincerely

hearing from you.

Tas# ,. Fill in t"e gaps in t"is letter $it" $ords rom t"e menuarranged, pleased, faithfully, commitment, participate, regret, honouring,

series

ear !irsI am and honoured by the in%itation to in your conference. I%ery much to say that it will not be possible for me to participate thistime. Between 2/th and #/th une 2/1# I am gi%ing a of lectures at the4ni%ersity of !outh &sse5. It was

anymore.last anuary and I cannot change this

$han, you once more for me with your in%itation.+ith %ery good wish for the success of the conference,

"ours



Tas# -. Fill in t"e gaps in t"is letter $it" $ords rom t"e menusend, together, forward, Project, Madam, based, attention, protecting, sell,

graphics, faithfully

iscpro !A2)1, 6ue des 6amoni7res 89 0:2): OI$I&6!C&& 8rance

8or the <1= of the !ales -anager

ear !ir or <2=

+e are a software company <#= in >ondon and are currentlyde%eloping a +indows9based scientific <(= pacage for use inuni%ersities and research laboratories.+e are interested inunauthorised copying and duplication.

<)= the programs we <:= from

Could you please <?= us more technical information about your 6!911 software protection system <0= with your current brochure andprice list@

+e loo <= to hearing from you.

"ours <1/=.

Jane Shillingford

ane !hillingford <11= irector

Tas# . Sol/e t"e jigsa$ pu00le. 'ut t"e letter in t"e correct order.

+e are pleased to hear of your companys interest in purchasing our A5er ))/!scanner.22 -ay 2/1#"ou ased about a 3uantity discount.$han you for your letter of 1) -ay en3uiring about our new scanner models.+e will be happy to discuss this if you gi%e us some idea of the 3uantity youare ordering.!ales -anagerOur terms of payment are 1) days after the receipt of in%oice."ours sincerely-r . Carmicle-anagerC !oftware1 -aret !treet

Brighton B( :C+e would also lie to draw your attention to our acard #/)C model, which hasDust been introduced to the maret.

MB COMPUTERS

2) Bayswater 6oad, utney $? !, tel*fa5 /(#292(# 0?1, e9mail'-ary.BatesEmbcom.co.uI loo forward to hearing from you in the near future.ear -r. Carmicle'o not hesitate to contact us if you want to get any more information.-ary Bates

Tas# 1. 2atc" eac" section o t"e letter $it" t"e appropriate gap on t"e blan# belo$1. +e are currently using 1) rocom 211 remier Cs in our mail9orderdepartment. +e ha%e been pleased with their performance, but now re3uiremachines that will run faster.



2. - F ansenublicity -anager

#. I loo forward to hearing from you

(. Could you please let me now whether it is possible to upgrade the Cs toentium III and what the liely cost would be@

). ear -r. Barnard':. -r. . BarnardCorporate !ales epartmentrocom >td)0 &dison !treet6obinGs >ane Industrial &stateCanterburyHen C$1 #$&

?. "ours sincerely

0. 12 -ay 2/1#

. $he 6ed Bo5)( !treamside 6oadCardiff C81 1+

1/. Our 6ef' C4*pl

ABC

&

8

FI

Tas# 3. In eac" o t"e ollo$ing sentences4 c"oose t"e correct $ord to ill t"e gap.

1. I would be if you could send me details of your !*2 range.a. thanful, b. please, c. content, d. grateful

2. "ou were to us by our associates.a. ad%ised, b. suggest, c. recommended, d. informed

3. +e were gi%en your by the Chamber of Commerce.a. identity, b. company, c. name, d. placing

4. $han you for your letter 1 une.a. in, b. on, c. of, d. from

5. lease enclosed our current catalogue and price list.a. find, b. loo, c. recei%e, d. e5amine

6. +e would appreciate your range of non9impact printers.a. it that, b. this, c. when, d. it if

you could send us further information on

7. I would be grateful if you could arrange for your $echnical irector onme.a. will call, b. is calling, c. to call, d. calls



8. +e loo, forward from you.a. hear, b. to hear, c. hearing, d. to hearing

9. +e would be grateful a. to, b. of, c. for, d. with

an early reply.

10. !hould you re3uire anything further at this time, please do not to contact me.

a. %oid, b. hesitate, c. delay, d. pre%ent

Tas# 5. 2atc" t"e beginning and t"e end o t"ese sentences. Based on some o t"em4 $rite a

letter o complaint4 ollo$ing t"e pre&deined letter ormat.

1. I am writing to complain about thelate

a. collected from the factory.

2. I am writing with reference b. on the in%oice.3. +e are returning the goods to youbecause

c. a fault in the manufacturingprocess.

4. lease arrange for the goods to be . we are not satisfied with them.

5. lease send us a refund for e. deli%ery of items I ordered lastwee.

6. lease accept my apologies !. to order 4F90?*(.7. $he problem arose due to ". the full amount.8. +e would lie to apologiJe for theerror

#. for the incon%enience.

Tas# 6. 7"en $riting ormal letters4 t"e 8uestions are replaced $it" p"rases li#e Could you

please let us know9. and Kindly inform us… C"ange t"e 8uestions belo$ to suit t"e content o

a letter

1. Fow would you lie us to pay@Could you please let us know

2. Fow many items would you lie to order@Please let us know

#. o you ha%e the items in stoc@Could you please tell us

(. Are these items acceptable to you@Please let us know

). o you anticipate any delays with deli%ery@Please let us know

:. +hen would you be able to ship the order@Kindly inform us

?. +here would you lie us to send the order@Please let us know

0. +ould you be prepared to offer us a 3uantity discount@Could you please tell us

. +hen would you lie to recei%e payment@Please let us know

1/. +ould you lie us to arrange a maintenance contract@Kindly inform us



I

lossary

durable long#lasting

decade < years

tangible assets buildings,machi nery, etc.

9r7 vs Arn7 7nglish

-ise / -ize

standardise &9r7'

standardi1e &Arn7'

/ompany %tructure

( matter o c"oice

That reliable wor)horse of capitalism # the *oint#stoc) company loo)ssurprisingly durable. 9ut pressure on it is increasing.

n ;=>?, 6ohn @enneth albraith's The (ew Industrial State argued that the5%A was run by a handful of big com

panies who planned the economy inthe name of stability.

These were hierarchical and bureaucratic organi1ations ma)ing long runsof standardised products. They intro

duced $new and improved$ varietieswith predictable regularity; they provided their wor)ers with lifetime employment and they en*oyed fairly goodindustrial relations with the giant tradeunions.

That world is now dead. The 5%'s

giant corporations have either disap peared or been transformed by globalcompetition. !ost have shifted their production systems from high#volumeto high#value, from standardised to customised. And they have flattened their management hierarchies. -ew people

these days expect to spend their livesmoving up the ladder of a single organi1ation. "ramatic changes are ta)ing

place. 9ut where exactly are they ta)ing

us Where is the modern company

headingThere are three standard answers to

this 0uestion. The first is that a handfulof giant companies are engaged in a$silent ta)eover$ of the world. The pastcouple of decades have seen a recordnumber of mergers. The survivors, it ismaintained, are far more powerful thannation states.

The second school of thought arguesalmost the opposite it says that big

companies are a thing of the past. -or aglimpse of the future, loo) at the!onorail /orporation, which sells com puters. !onorail owns no factories,warehouses or any other tangible assets.It operates from a single floor that itleases in an office building in Atlanta.-reelance wor)ers are designing thecomputers while demand is still low.

The third school of thought says thatcompanies are being replaced by $networ)s$. roups of entrepreneurs formsuch a networ) to mar)et an idea. They

then sell it to the highest bidder and

move on to produce another idea and

to create another firm, with the money being supplied all the time by venturecapitalists.

Another way to loo) at the future of the company is to focus on the environment that will determine it. That environment is dominated by one thingchoice. Technology and globalisationopen up ever more opportunities for

individuals and firms to collect information and conduct economic activityoutside traditional structures. While theage of mass production lowered thecosts of products at the expense of limiting choices, modern $flexible$ productionsystems both lower costs and increasechoice. /onsumers have more choiceover where they spend their money.roducers have more choice over whichsuppliers to use. %hareholders have morechoice over where to put their money.With all that choice around, future com panies will have to be very flexible inorder to 0uic)ly adapt to the changing

environments if they are to survive B

5nit ;.=

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