business correspondence

BUSINESS CORRESPONDENCE

Key features of writing style and format

© 2013 Sherrie Lee http://www.linkedin.com/in/orangecanton

• Audience

• Purpose

• Types of communication

• Types of business documents

Writing for Business

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• AudienceStatus Familiarity with subject

• PurposeInformPersuadeCall to action

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• Intra-office communicationInternalWithin organisationColleagues, different

departments, levelsEmailMemoLetter (less common)

• Inter-office communicationExternalOutside organisationClients, customers,

suppliers, etc.EmailLetter

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• Plan and organise message

• Language

• Tone

• Formality

Writing Style of Business Documents

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• Plan and organise message

Understand subject / situation

Define audience and purpose

Decide how to order content

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• Language

Clear: short, simple words

Concise: strong verbs, active voice

Coherent: linking words, list

Correct: grammar / spelling7


• Tone

Polite: respect reader

Positive: stress what can be done

Personal: reader's perspective,

personal pronouns 8


• Formality depends on:

Position of writer in relation to

reader

Purpose and subject of

communication

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• Recipient: external• Form: print• Tone: formal• Format

Block / modified block / indented Open / closed / mixed punctuationBE CONSISTENT!

Formal Letters

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HO BEE PLASTICS COMPANYTannery Complex

623 Tannery Road, #10-01Singapore 587623

10 November 2013 Mr Dennis LokeManaging DirectorEverlast Products Ltd14 Travis StreetSingapore 899014

Dear Mr Loke

PROMOTION FOR PLASTIC WARE

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.

Yours sincerely

Gerry ChanMs Gerry ChanManager

Enc. (2)

(1) Letterhead

(2) Date

(3) Inside Address – include reader's name and designation

(4) Salutation

(5) Subject line

(6) Complimentary close

(7) Signature block

(8) Enclosure (optional)11

• Recipient: internal

• Form: print / electronic

• Tone: less formal than letters

Memos

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MEMORANDUM

TO: Patrick Tay, HR Senior ExecutiveFROM: Yeo Heng Soon, Sales ManagerSUBJECT: Purchasing ProceduresDATE: 10 November 2013

Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx. xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.

Xxxxxxxxxxxxxxxxxxx. xxxxxxxxxxxxxxx.

1. xxxxxxxxxxxxx

2. xxxxxxxxxxxxx3. xxxxxxxxxxxxx

YHS

cc: Janice Goh, HR Manager

(1) To line

(2) From line

(3) Subject line

(4) Date line

Note: No salutation or

inside address

(5) Signed initials – no

complimentary close

(6) Carbon copy (optional)

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• Recipient: internal / external

• Form: electronic

• Tone: informal / formal

• Email etiquette

Emails

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From: [email protected]: 10 November 2013, 10:30 amTo: [email protected]: [email protected] Subject: New Kaya Samples

Dear Chong Bin

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX.

Best regards

Sally FongSales and Marketing ManagerKaya Express Singapore21 Pandan Loop Singapore 879021Tel: 6789 0987 Fax: 9789 0986 Email: [email protected]: www.kayaexpress.com.sg

(1) To line

(2) Cc line (optional)

(3) Subject line

(4) Salutation

(5) Complimentary close

(6) Signature block

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Email Etiquette

• DOs

• Create appropriate signature block

• Use proper spelling and grammar

• Review message for accuracy,

readability and tact before sending

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Email Etiquette

• DON'Ts

• Forget subject line

• Use only UPPER CASE / lower case

• Attach very large files

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• Good / neutral news

• Bad news

• Persuasive

Types of Messages

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Types of Messages

• Good / neutral news – DIRECT APPROACH

Opening – main idea; state purpose

Middle – more info / details

Ending – state action you want readers to take;

positive, friendly statement to build goodwill

Examples: accede to request / adjustment,

acknowledgement 19

sherrie

Types of Messages

• Bad news – INDIRECT APPROACH

Opening – buffer / show interest, concern

Middle – briefly state refusal, explain reasons behind

negative response

Ending – alternative solution (if possible), positive,

friendly statement

Examples: decline invitation, refuse request /

adjustment 20

Types of Messages

• Persuasive

Opening – gain attention

Middle – stimulate reader's interest (state benefits

Middle (cont’d) – stir reader's desire (provide

reasons, facts, evidence)

Ending – encourage reader to take action, show

reader how to take action (make it easy)

Examples: sales letter, job application letter

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• Use commonly understood words and phrases

• Avoid humour, jargon, idioms, slang

• Consider decision-making style of recipient's culture

• Choice of spelling – US vs UK spelling

• Check for appropriate forms of date e.g. 1/10/13 =

1 October 2013 or 10 January 2013

International Correspondence

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• Be professional in all business correspondence

Be objective

Maintain dignity

Be sincere

Final Remarks

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BE PROFESSIONAL• Be objective

Your salesperson was so rude and unapproachable. He was shouting at the top of his voice and forced me to buy the product.

The salesperson behaved in an inappropriate manner by raising his voice and using pressure tactics.

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BE PROFESSIONAL• Maintain dignity

Since we really value you as a customer, please give us another chance to prove we can do a good job.

As a valued customer, rest assured that we will make every effort to ensure you receive the best service in the future.

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BE PROFESSIONAL• Be sincere

Your phenomenal contribution to our understanding of tax procedures is remarkable.

Thank you for helping us gain a better understanding of tax procedures.

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business correspondence

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