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Page 1
Writing Business Letters
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Page 2
How To Books are designed to help people achieve their goals.
They are for everyone wishing to acquire new skills, develop self-reliance, or change
their lives for the better. They are accessible, easy to read and easy to act on.
Other titles in the series include:
Applying for a Job
How to sell your skills and experience to a prospective employer
Winning Presentations
How to sell your ideas and yourself
Passing that Interview
How to achieve the critical first step to the job of your dreams
Writing a Report
A step-by-step guide to effective report writing
Mastering Business English
How to sharpen up your communication skills
Writing a CV that Works
How to develop and use your key marketing tool
The How To Series now contains
around 200 titles in the following categories:
Business & Management
Computer Basics
General Reference
Jobs & Careers
Living & Working Abroad
Personal Finance
Self-Development
Small Business
Student Handbooks
Successful Writing
For full details, please send to our distributors for a free copy of the latest catalogue:
How To Books
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Page 3
Writing Business Letters
How to produce day-to-day correspondence that is clear and effective
Ann Dobson
3rd edition
How To Books
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Page 4
Other books by the same author
How to Communicate at Work
How to Manage an Office
How to Return to Work
Published by How To Books Ltd, 3 Newtec Place, Magdalen Road, Oxford OX4 1RE. United Kingdom.
Tel: (01865) 793806. Fax: (01865) 248780.
email: [email protected]
www.howtobooks.co.uk
All rights reserved. No part of this work may be reproduced or stored in an information retrieval system (other than for purposes of
review) without the express permission of the publisher in writing.
© Copyright 1999 Ann Dobson
First edition 1995
Second edition 1996
Third edition 1999
British Library Cataloguing in Publication Data
A catalogue record for this book is available from the British Library
Editing by Alison Wilson/Cartoons by Mike Flanagan
Cover design by Shireen Nathoo Design
Cover image PhotoDisc
Produced for How To Books by Deer Park Productions
Typeset by PDQ Typesetting, Stoke-on-Trent, Staffs.
Printed and bound by Cromwell Press, Trowbridge, Wiltshire
NOTE: The material contained in this book is set out in good faith for general guidance and no liability can be accepted for loss or
expense incurred as a result of relying in particular circumstances on statements made in the book. The laws and regulations are complex
and liable to change, and readers should check the current position with the relevant authorities before making personal arrangements.
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Page 5
CONTENTS
List of illustrations 9
Preface 11
Part 1: General Principles
1
The business letter 13
Why write a letter at all?
13
What about the alternatives?
13
Using modern technology
17
Weighing up the costs of communication
19
Making your choice
21
Checklist
22
Action points
22
2
Mastering the basics 23
Thinking about the grammar
23
Punctuating effectively
24
Open punctuation v full punctuation
29
Sorting out sentences and paragraphs
30
Addressing important people
31
Checklist
34
Action points
35
3
Planning your letter 37
Assembling the facts
37
Deciding what to say
37
Deciding how to say it
38
Finding the beginning, middle and end
39
Writing your first draft
43
Checklist
44
Action points
47
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Page 6
4
Presenting your letter 48
Using the company letterhead
48
Designing your own letterhead
49
Laying out your letter
50
Heading up a continuation sheet
55
Taking a copy
56
Providing an envelope or label
56
Checklist
58
Action points
59
5
Using computers 60
Introducing word processing
60
Looking at the advantages
61
Preparing standard letters and paragraphs
62
Using the mail merge facility
63
Deciding on the type of printer to use
69
Checklist
70
Action points
71
Part 2: Sample Letters
6
Letters to customers and suppliers 73
Introduction
73
Asking for information
74
Following up an enquiry
76
Sending a quotation
78
Ordering some goods
80
Clarifying an order
82
Accepting an order
84
Action points
86
7
Letters to promote the company 87
Introduction
87
Advertising company products/services
88
Writing circular letters
90
Approaching a newspaper about advertising
92
Approaching a TV company about advertising
94
Giving encouragement to the sales force
96
Following up new customers
98
Action points
100
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Page 7
8
Letters dealing with accounts problems 101
Introduction
101
Disputing an account
102
Chasing a debt
104
Sending a final demand
106
Sorting out an accounts muddle
108
Apologising for an accounting error
110
Advising staff about salary changes
112
Action points
114
9
Letters on staff matters 115
Introduction
115
Contacting an unsuccessful job applicant
116
Sending a letter of appointment
118
Giving a favourable reference
120
Issuing a first warning
122
Issuing a second warning
124
Writing a letter of dismissal
126
Sorting out a staff problem
128
Action points
130
10
Letters for overseas 131
Introduction
131
General points to remember
131
Importing and exporting goods
132
133
Addressing overseas envelopes
Seeking new business abroad
134
Appointing an overseas agent
136
Handling Bills of Exchange
138
Action points
140
11
Letters on tricky subjects 141
Introduction
141
Sending a strong letter of complaint
142
Dealing with a complaint made to the company
144
Terminating a business arrangement
146
Asking the bank for a loan
148
Writing a letter of sympathy
150
Sending a letter of apology
152
Action points
154
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Page 8
12
Personal business letters 155
Setting out personal business letters
155
Applying for a job
157
Attending an interview
158
Writing a letter giving a character reference
159
Writing a letter of resignation
160
Writing a letter of congratulation
161
Writing a letter of invitation
162
Writing a letter refusing an invitation
163
Writing to the Inland Revenue
164
Writing to the Customs and Excise
165
Writing to your solicitor
166
Writing to your bank/building society
167
Writing a letter to do with property
168
Writing a letter about money owed to you
169
Writing to a publisher
170
Writing a letter to a newspaper
171
Writing to your MP
172
Action points
173
Suggested answers to assignments in Chapters 2-4 174
Glossary 179
Further reading 183
Index 185
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Page 9
LIST OF ILLUSTRATIONS
1
Working out the cost of a business letter 8
2
Itemised list of business telephone charges 20
3
A spider chart used for planning a letter 36
4
A fully blocked letter using open punctuation 52
5
Example of circular letter 54
6
A fully blocked letter with marked copy for another person 57
7
Standard letter with no space left for name and address 62
8
Word processing: Letter 1 using paras 2, 5, 6 and 7 64
9
Word processing: Letter 2 using paras 1, 3 and 7 65
10
Word processing: Letter 3 using paras 2, 4, 6 and 7 66
11
The standard letter with codes inserted for 'merging' 67
12
An example of a finished letter using the mail merge facility 68
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Page 1
Writing Business Letters
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Page 11
PREFACE TO THE 3RD EDITION
In a matter of seconds we can communicate with other people all over the world, either in writing or by the spoken word. Unfortunately,
however, in such a 'high tech' society, it is easy to lose sight of the basics, and it should always be remembered that it is just as important
as ever to be able to write a good business letter.
Fortunately for us all, the modern business letter is a simple document to compose and display. At last it is widely recognised that the
best kind of letter is the one that adopts a 'no frills' approach, saying just what is needed and no more, in simple language that everyone
can understand. This third edition of Writing Business Letters offers that modern, simplified approach to creating clear effective letters -
letters that get results.
Part 1 of the book is designed to be read chapter by chapter. The basic principles of business letters are discussed: why letters are
necessary, their planning and presentation and the use of technology. Guidelines to essential grammar and punctuation are also included.
Realistic examples are given throughout and the emphasis is on helping you to plan and produce your own letters in the easiest and most
effective way.
Part 2 shows sample letters to cover most business needs and this part of the book is designed to be used for reference purposes to help
you when you need to write a specific type of letter. To add interest, three companies and their employees are used to show how letters
can be effective or ineffective according to how they are written.
Writing Business Letters has been prepared in an easy to understand way, designed for use by anyone. Whether you are a person at home,
a school leaver applying for a job, an employed or self-employed worker, or a 'returner' to work, it is hoped that this book will provide
you with an interesting read and a valuable reference guide.
ANN DOBSON
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