Module -3 Written Communication

Written Communication: Purpose of writing – Clarity in writing – Principles of

effective writing – Approaching the writing process systematically: The 3X3
writing process for business communication Pre writing – Writing – Revising.
Audience analysis, Writing Positive, Neutral, Persuasive and Bad-news
Messages

Types of Written Communication in Business: Business Letters, Employee

Reviews, Recommendation Letters, Thank You Letters, Memos, proposals and
Reports, Planning Documents, Press Releases, Proactive Media Writing and E-
mail.
Introduction

Communication in writing—written words, graphs, diagrams, pictures, etc. may take the form of
letters, circulars, notes, manuals, etc. Written communication possesses the capacity of being stored for
future reference. The communication efforts may be minimized by simultaneous communication to various
points such as through circulars, etc. It also enables the communication to take place between distantly
placed parties without much cost. Written communication is more orderly and binding on subordinates and
superiors to take suitable actions in the organization. Written communication, however, suffers from major
drawbacks. It is very time-consuming both in terms of preparing the message and in terms of understanding
the message. There is a greater chance of communication being misunderstood. Sometimes it is more
costly in comparison to oral communication.

What is written Communication?

Written Communication refers to exchanging ideas or conveying information, messages

through writing. Writing is a mode of communicating a message for a purpose. Writing reveals one's
ability to think clearly and to use language effectively.

Written communication is the development and expression of ideas in writing. Written

communication involves learning to work in many genres and styles. It can involve working with
many different writing technologies, and mixing texts, data, and images. Written communication
abilities develop through iterative experiences across the curriculum.

A written communication is a communication by means of written symbols either printed or

hand written. Also include questions related to communicating with others through written word like
emails, IM, letters, notes and memos and proposals.

The Art of Writing

Written communication is a creative activity that requires a lot of imagination and efforts to
arrive at the finished product. Writing is a mode of communicating a message for a purpose.
Writing reveals one’s ability to think clearly and to use language effectively. Written
communication is transmitted by written words in the form of letters, memos, circulars, bulletins,
reports, instruction cards, manuals, magazines, handbooks, etc.
 Purpose of Writing

The first task for writing effectively is to identify the purpose of the communication. There are
mainly two purposes of communication in business situations. 1. To inform and 2. To persuade

1) Writing to Inform: When the writer seeks to give information and offers to explain it, the
writing is called informative writing. It is also called expository writing because it expounds or
expresses ideas and facts. The focus of informative writing is on the subject or the matter under
discussion. Informative writing is found in accounts of facts, scientific data, statistics, and
technical and business reports.

2) Writing to Persuade: Persuasive writing aims at convincing the reader about a matter, which is
debatable, it express opinion rather than facts. This is why the writing called argumentative, for it
supports and argues a certain viewpoint or position. Persuasive writing focuses on the reader. The
writer attempts to change the reader’s thinking, and bring it closer to his own way of thinking.

Clarity in Writing

Putting the sender's thoughts in written format and the same being understood by the receiver is the
basic invention of written communication; this is possible only when there is clarity in writing. Usage of
technical terms and business jargons in communication should be dependent on the receiver’s knowledge
level. At professional level they are appropriate but not with the individuals who are not acquired with the
terminology. Precise, concrete and clear words preferred. The sentences and paragraphs must be framed
properly; they should be simple and short.

Principles of Effective Writing

Effective written communication is achieved by following the principles of (a) accuracy, (b) brevity and
(c) clarity, in addition to others. As we have already discussed clarity, let us focus on the other important
principles of effective writing here.

Accuracy

A message should be communicated correctly in terms of grammar, punctuation, and spelling. To

achieve accuracy, the writer should check and double-check:
 • All facts and figures.
• The choice of words.
• The language and tone.

Brevity

Brevity lies in saying only what needs to be said and leaving out unnecessary words or details.
Being brief does not mean saying less than what the occasion demands. Brevity is not to be achieved at the
cost of clarity. Nor is brevity to be gained by sacrificing proper English. To achieve brevity, avoid
wordiness.

Clarity

Putting the sender's thoughts in written format and the same being understood by the receiver is the
basic invention of written communication; this is possible only when there is clarity in writing. Usage of
technical terms and business jargons in communication should be dependent on the receiver’s knowledge
level. At professional level they are appropriate but not with the individuals who are not acquired with the
terminology. Precise, concrete and clear words preferred. The sentences and paragraphs must be framed
properly; they should be simple and short. To bring clarity following things should be considered,
• Standard Language
• Pleasing Tone
• Good Level of Formality

Approaching the writing process systematically: The 3X3 writing process for business
communication Pre writing – Writing – Revising
Business messages are different from term papers, and messages to friends. Conciseness and
clarity is very important in case of written communication. Business Writing Is
• Purposeful-It conveys information and solves problems.
• Persuasive-Its goal is to make the audience accept the message.
• Economical-It is concise and doesn’t waste the reader’s time.
• Reader-oriented-It focuses on the receiver, not the sender.
The 3X3 writing process

The writing process is a crucial to write written message. In this regard, there are three different
steps that one needs to follow to write a successful essay. These are pre-writing, writing, and revise.

The 3 × 3 writing process is divided into three different phases. On Phase 1 which involves
analyzing, anticipating and adapting. Phase 2 requires research, organization and composition. Finally,
Phase 3 includes revising, proofreading and evaluating. In the case of short messages, writing can be done
relatively quickly by spending a small amount of time on each phase. However, for longer documents, it is
better to spend a good amount of time working through each phase of the writing process. It is also possible
to rearrange the steps in the process and even repeat some steps if necessary. The writing process is
recursive rather than linear so the writer is free to revise the text at any point.

I Pre-writing

The first step of the writing process is called pre-writing. To complete the first step of the writing
process you must complete 3 phases which are analyze, anticipate, and adapt. This step allows writers to
plan out what their essay is going to relate to.

Analyze
The analyze stage is the first step while completing the pre-writing phase. This step allows the
writers to insure the purpose of the message. Once the purpose of the message has been decided it is a lot
easier to write the message.

• Identifying the Purpose: It is important to identify the purpose for business writing, as it is essential in
developing an accurate and effective message. In addition, it is important to provide recommendations
 concerning the development of effective business communication with clearly identified purposes. The
detailed information on purpose identification is crucial for business proposal.

• Selecting the Best Channel of communication: Business communication is crucial for effective business
development. In this regard, the choice of the best channel of communication is particularly significant
and important for effective communication. Writers can use different channels of communication, but it
is also possible to use different models of business communication. The choice of the proper model and
channel of communication should be based on the purpose of the business communication.

Anticipate

• The anticipate stage is the second step while completing the pre-writing phase. This step allows the
writers to profile their audiences by making a brief description of the audience you are writing for.
You must also respond to the profile by making decision about shaping the message towards the
audience.

• Profiling the Audience: By profiling the audience, the writer may choose what tone and language
they must use while writing their essay. The writer must ask several questions to complete their
audience profile like: who is the primary reader, what is my professional relationship with the
reader, what position does the person own in the organization, how much does that person know
about the subject, and what do I know about the person’s education, beliefs, culture, and attitudes.

• Responding to the Profile: Responding to the profile is the most important thing while writing. This
helps you make decisions about shaping the message. The writer will discover what kind of
language is appropriate, and whether you’re free to use specialized technical terms.

Adapt
The adapting stage is the third step while completing the pre-writing phase. This step allows the
writers to adapt their writing style towards a specific style.

• Spotlighting the Receiver’s Benefits: By spotlighting the receiver’s benefits, we are basically
advertising what the receiver will be gaining, by reading the writer’s information and by adopting
the writer’s ideas and message. Good receiver benefits are based on intrinsic advantages and are
supported by logic and explained in detail.
 • Cultivating the you view: In order to emphasize on the reader, a professional writer must look at
things from the reader’s point of view. In order to do so, one must talk about the reader and use the
word “you” more than “I” or “we”. Usually we would also avoid using “you” in negative situations.

• Expressing positively: In both written and verbal communication, the way one expresses him or
herself, will have an impact on whether the reader perceives your message positively or negatively.
In the event of expressing bad news, the writer can use positive language to soften the impact. A
positive tone or language can make your message more effective for receivers

• Simplifying Language: By simplifying language, the writing can be easier for readers to read and
understand. One major suggestion for writers is to write down an explanation for each word that
readers may ask about, in order to clarify the writing.

• Adapting legal Responsibility: In order to avoid facing any legal issues in the future, the writer
must ensure that he or she uses appropriate language when talking about Investment information,
Safety information, Marketing information and Human Resource information.

Writing
The second step of the writing process is called writing. To complete the second step of the
writing process you must complete 3 phases which are research, organize, and compose. This step allows
writers to complete all their research and to organize all their ideas in a first draft and to write a final copy
of the essay.

Research
The research stage is the first step while completing the writing phase. This step allows the writers
to collect all the data necessary for to be able to write their essay. Once all the data is collected the writer
must also analyze all the data collected and make a final deduction from all the results, which will consist
of the main body paragraph.

Organize

The organize stage is the second step while completing the writing phase. This step allows the
writer to organize all their ideas into different patterns which will allow him to write his final draft easily.
This step also allows the writer to write a first draft.
Using lists and outlines to organize Ideas: If your text is simple, you can use a scratch list of the topics that
you plan to cover. If the topic is more complex, use outlines. Two formats exist: alpha or decimal. They
both help with focusing on your main topic, identifying the major points and supporting them. Group ideas
into 3-5 main categories, each main category divided into 2 sub-categories supported by examples,
statistics, etc.

Compose

The compose stage is the third step while completing the writing phase. This step allows the writer
to write their essay. The writer may be writing their essay for the first time or might even just be re-writing
their first draft. By the end of this phase the writer should have finished their whole essay.

• Creating effective Sentences: The compose stage is the third step while completing the
writing phase. This step allows the writer to write their essay. The writer may be writing their essay
for the first time or might even just be re-writing their first draft. By the end of this phase the writer
should have finished their whole essay.

• Drafting Meaningful Paragraphs: Writing a sentence is the most important skill to learn in life. You
must understand that in each sentence you must always have a subject and a verb, which is the main
part of a sentence. Once you have the main part of a sentence you add the secondary part the clause.

Revising

The third step of the writing process is called revise. To complete the third step of the writing
process you must complete 3 phases, which include revise, proofread, and evaluate. This step allows
writers to read their final draft and to correct any mistakes found in the paper and to evaluate their paper.

Proofread
The proofread stage is the second step while completing the revising phase. This step allows the
writer to proofread his work and to check for any spelling or grammar mistakes he might have written
during the final draft.

What to watch for in Proofreading: One should never assume that their first draft is the final
version. All necessary corrections should be made before finalizing and submitting any written work.
While proofreading, one should be sure to verify that words are properly spelled and that there are no
grammatical or sentence structure errors. Using a computer spell-checker may be fast and easy, but many
times, it does not detect or correct all errors in writing.

Evaluate
The evaluate stage is the third step while completing the revising phase. This step allows the
writer to evaluate his own work by asking does it say what you want it to and if it will achieve your
purpose.

Audience analysis

Audience analysis is the process of identifying your audience and collecting information about
them. Before delivering the speech, you should know the age group, expertise level, needs, expectations,
value system, attitudes, and beliefs of your audience.

Adapting your speech according to the types of audiences is likely to generate a better response.
Some audience analysis factors are as follows:

• Audience expectations about the occasion of the speech, its topic, and the personality of the speaker
• Audience’s knowledge or familiarity with the topic
• Audience’s attitude or approach towards the topic
• Audience size and its ability to listen

The importance of audience analysis

Analyzing different types of audiences will lead you to crucial insights that can help you in
creating a positive bond with the audience. For example, if you know that 70% of the audience is female,
thoroughly researched references to feminism or women empowerment will likely be received well.

Audience analysis prevents you from delivering an incorrect or offensive message. It will also
warn you against delivering a message that can be easily misinterpreted. It will help you speak to your
audience in the language they understand and appreciate. Let’s now look at the different types of audience
analysis.
Writing Positive

Tone is the attitude communicated by our words in both speaking and in writing. Just like in
speaking, the tone we use in writing has a direct effect on the success of our communication. In business
letters, essays or general communication, creating a positive tone that conveys the message with kind,
heartfeltlanguage typically results in a more favorable reader response.

Written messages form the greatest proportion of business communication. While messages are
meant to convey information, they are equally critical in the running of a business since they talk a lot
about the image of an organization. A poorly written message can damage the reputation of an organization
for a long time because, unlike other forms of communication, they can last for years to come. In this
regard, writers endeavor to communicate messages in a positive manner, no matter how good or bad the
message is. Positive writing, therefore, means bringing out ideas in a positive manner. The idea can be
positive or negative, but how they are expressed in writing matters a lot. This paper, therefore, explores
positive writing. The paper starts by explaining positive writing, then goes ahead to discuss message
organization, types of positive writing and finally the right tone for positive writing.

According to Bovee and Thill (2011), a positively written piece of communication should portray
passion and deep connection between the writer and the reader. Readers need to be convinced that the
message is worth believing in. Therefore, business writers should strive to use words that express their
belief in the message.

Neutral Writing

Grammatically, English actually has very few gender markers. Some nouns are gendered; so are
some pronouns and possessives, and some forms of address. But what if the people you’re talking about
don’t belong to that gender or to either gender at all? This is an opportunity to incorporate gender-neutral
language into your writing. So what is gender-neutral language? Gender-neutral language is language that
avoids bias against a particular gender.

Persuasive Writing

Persuasion is used when the writer suspects that the reader will not be interested in the message and
the action to be taken. In such a situation, the writer may use the device of startling the reader by informing
him or her about something unexpected at the beginning of the letter.
 Letters that arouse the reader’s interest and induce him or her to act as directed are essentially
letters that sell ideas to others. They are called persuasive letters. The letter goes on to show how the reader
will greatly benefit by taking the suggested action. Such letters, which arouse the reader’s interest and
induce him or her to act as directed, are essentially letters that sell ideas to others. They are called
persuasive letters. Writing them well requires skillful patterning of information. The persuasive pattern,
also known as persuasive organization, involves the following sequence of ideas:
1. The opening sentence in a persuasive business letter (usually sales) catches the reader’s attention by
saying one of the following:
• A startling statement of fact—“Every second, 6 children die of malnutrition in our country.”
• A remedial measure to a problem—“At last, you can build your own house.”
• An alarming question—“Would you like to die without providing for the safety of your children
and spouse?”
• A special product, scheme, or plan—“Within the next 14 days you should expect to receive
important authorized mail from our sweepstakes manager.”
2. The middle section of a persuasive letter gives details regarding the product or scheme that is being
promoted. This section mainly describes the benefits to the reader. It explains why the reader should
accept the proposal.
3. After arousing the reader’s interest in the proposal, the letter then requests action such as a “yes”
response to the proposed request.
4. The last paragraph acts as a reminder to the reader of the special benefits he or she would gain by
acting as urged and requests action within the given deadline.

Bad-news Messages

In business writing, a bad-news message is a letter, memo, or email that conveys negative or
unpleasant information (information that is likely to disappoint, upset, or even anger a reader). It is also
called an indirect message or a negative message.
• Rejections.
• Negative evaluations.
• Announcements of new policy.
Business Letters

Business Letter is a letter which is used by organizations to communicate information related to

business activities in a professional way with customers, other companies, clients, shareholders, investors,
etc. Business letter uses formal language and a specific format. Companies use it to convey important
information and messages.

Business Letters are also called Commercial Letters. Letters form the most important form of
business correspondence. There are various kinds of letters following in and out of a business
organization. The simple reason is that the organization has to keep in touch with the world outside that
comprises its suppliers, customers, government departments, banks, insurance agencies, transporters, job-
seekers and so on. Then there are different occasions/contexts for which suitable letters have to be
written. The writers of the letters are in different departments of the organization. In a way every letter is
a unique piece of communication.

According to J. H. Hanson, “The letters which are exchanged among business in

connection with business affairs are called business letters.”

L. Rahman says, “Correspondence having commercial or business interest is known as

commercial correspondence.”

According to Prof. Taintor, “All letters written for business purpose are business letters.”

Objectives/Purpose and functions of business letter

Every business organization has to maintain contact with its various partners like suppliers,
customers, government agencies and so on. Business letter serves as the bridge to communicate with the
various parties. The functions of business letters are multidimensional. The importance of business letter
is presented below through its various functions or Objectives-

• Building Goodwill: Another important purpose of a business letter is to sell the good reputation and
friendliness of a company. It acts as an ambassador of a country for the company. It aims at building
goodwill in customers-company relationship, holding present customers, reviving inactive accounts
and inviting customers to buy more and varied products.
• Records and References: Business letter are very useful as records and references of previous
transactions. In business, innumerable transactions or communications occur with a large number of
people that are not possible for a businessman to remember. When memory fails, business letters act
as previous records and can be used for future reference.

• Making a Lasting Impression: In case of oral communication, the impact of any message is felt
mainly during the time of hearing. And as soon as the next oral communication takes place, the effect
of the previous one is reduced. But a letter makes a lasting impression on the readers’ mind as it stays
with them and works effectively every time it is read.

• Building and Maintaining Business Relation: Business letters help to build and maintain business
relation among various parties like manufacturers, distributors, intermediaries, support services and
consumers.

• To Exchange Business Information: The prime objective of a business letter is to exchange business
related information between the parties involved. Most of the time business people send letters to their
counter-parties containing various business information.

• Widening the Approach: It is very difficult to send business representatives to all the places. But a
letter can be sent any place at any distance. Sometimes executives, professionals, politicians, etc. are
difficult to be approached personally. But a letter can find easy access to anybody. Thus a business
letter helps to widen the area of business operations and also the access to a large number of people.

• An Authoritative Proof: A business letter also serves the purpose of evidence. A written commitment
binds the concerned parties to obey to the text of writing. A letter signed by a responsible person acts
as an authoritative proof of what is said in it. It can even be treated as a valid document that can be
produced as evidence in a court of law if any dispute arises.

• Others: Business letter also has some other functions beside the above ones. It provides legal facility,
saves time, helps to increase products, demand, helps to settle transaction easily and it is accepted by
all as a reliable media of communication.
Importance of business letters

• Exchanging business information: Letters are the most economical and convenient means of
exchanging information. With the help of letters, executives can easily exchange information with
customers, suppliers, investors, government offices; regulatory authorities etc.

• Establishing business relationship: Business letter plays an important role in establishing and
maintaining relationship with various parties. Business letters reduce the distance between a business
and its customers, suppliers, creditors and other public groups.

• Creation of markets: Circular letter a form of business letter, helps to create new markets for goods
and services. This letter contains information about utility, features and usefulness of the products and
induces the customer to buy the products.

• Maintaining secrecy: Business letters also help to maintain secrecy of information. Non one other than
the sender and receiver can know the message contained in the letter.

• Increasing goodwill: Business letters, like inquiry letter, circular letter, order acknowledgment letter,
adjustment grant letter, etc help to increase goodwill of a business with the customers.

• Formal agreement: Business letter acts as formal agreement between buyer and seller. For example, an
order letter contains name of items, price, and quantity, time of delivery and mode of payment. All
these are regarded as the conditions of an agreement between buyer and seller.

• Settlement of transaction: Commercial letters have paramount importance in setting business

transaction. For example, by writing a claim letter, buyer can raise his claims to the seller by writing
collection letters; seller can collect dues from the customers.

• Use as reference: Information exchanged through letters can be preserved permanently and used as
reference when need arise. Therefore, making business decisions becomes easier.

• Legal acceptance: Business letter is an acceptable document in the eye of law. It can be stored and
produced as documentary proof.
• Assistance in local and international trade: Bothe local and foreign trade essentially requires the help of
various business letters. Through letters, businessperson make inquiry about products and prices place
orders for goods collect the dues make and settle claims etc.

Parts of a business letter

• Letterhead: Often companies have paper stock that has the companies’ address and branding
information and logo that all correspondence is printed on. The letterhead should contain the
organization’s address, telephone number, fax number, Web address, and e-mail address.

• Heading: The heading is printed on the top of the letter and is also called 'letterhead'. It contains the
name of the firm/company, its emblem, postal, telegraphic and email address as well as telephone
numbers. It is usually given at the top centre or top right side of the paper.

• Reference Number: Every business letter usually carries a reference number to which the receiver may
refer in all future correspondence. It serves the useful purpose of quick reference and linking up the
chain of letters going out of the organization or identifying the memos issued by a department within
the organization.

• Date line: The date is typed two lines below either the letterhead or the heading. The date is put at the
top of the page for any business communication. The date is a critical piece of information
documenting when the correspondence was sent. This is important for correspondence that may be kept
for future reference.

• Salutation: The salutation is the formal way of addressing the person. Common salutations are Dear or
To Whom It May Concern. This should include taking the time to identify the person’s most commonly
used name. If the letter is addressed to a particular official mentioned only by designation, e.g., "The
Sales Manager" the salutation is singular: Sir or Dear Sir. If the official is a lady, the salutation is
Madam or Dear Madam. It is quite common, now, to address business letters to an official by name and
designation, e.g., Mr. A.P. Shah, Sales Manager, or Ms Tina, Finance Manager.

• Subject line: Subject line is used to bring the subject of the letter to the reader’s attention. The subject
line announces the main business of the letter.
• Body of the Letter: The body of the letter is where the bulk of information is shared. The body of the
letter explains in detail all aspects of what is being communicated. This would include detail of the
information being shared. The actual message of course is contained in the body of the letter, the
paragraphs between the salutation and the complimentary close.

• Complimentary Close: The complimentary close is written two line spaces below the last line of the
text of the letter; it is placed on the left and is followed by a comma. The first world begins with a
capital letter. The most common form is: Yours faithfully; other common forms are: Faithfully Yours,
Yours truly, Truly Yours. If the addresses name and is used in the salutation, the complimentary close
is yours sincerely, or sincerely yours. Respectfully is used only when writing to a high public official.

• Signature: The signature is placed just below the complimentary close. The name of the signatory is
typed in brackets three or four line spaces below (to leave space for the actual signature), and the
designation/title is typed below the name. The complete signature includes the name of the company,
either above or below the name and designation of the person who signs; but many companies do not
put the company's name in the signature as it is already in the heading.

• Reference section: The reference section includes: enclosures, names of "to receive copies", the type of
delivery service to be used and initials of the persons who dictated and typed the letter. Most of the
details are for the convenience of the dispatch department. They are placed at the left margin after the
signature.

Types of Business Letters

As letter – writing is a vast area of communication and it is not so easy to classify letters. Various
Classification of the business letters are:
1) Information Letters
2) Sales Letters
3) Problem Letters
4) Good will Letters
1) Information Letters
Information letters are letters aimed primarily at seeking or giving information. They include
inquiries and replies; and letters relation, estimates, tenders and acknowledgments; and relating to
accounts. Many of these letters are routine in the sense that they follow a familiar, and sometimes
even an identical, pattern that constantly recurs. Another type of information letter is that
concerned with matters requiring special investing special investigation, or involving policy or
adjustments to meet unusual circumstances. But whether routine or special information letter are like
in that they are free from any suggestion of the reader resistance associated with sales letters or with
letters concerning complaints and concessions, for in all letters of this type there is an element of
persuasion whereby one party tries to convert the other to his way of thinking.

a) Routine Letters: Routine messages in business communication serve to document the “who, what,
where, why, and how” of daily operations. Companies also require routine messages intended as legal or
financial documentation for transactions or resource requests. Managers must oversee the tone, content and
delivery of routine messages in business communication. They include enquiries, persuasive quotations,
orders and payments.

b) Letter of Inquiry: Inquiry Letter is a letter written to request information and/or ascertain its authenticity.
A letter of inquiry deals with various matters like job vacancies, funding, grants, scholarships, projects,
sales, pre-proposals and others. Inquiry Letter is document requesting information sent on behalf of an
individual or an organization for their own respective purposes, which can be mutually beneficial to the
recipient and the sender.

c) Persuasive Letter: Persuasive Letter is a letter written to persuade an organization/s or individual/s

towards accepting the writer's (sender’s) issue, interest or perspective. It can be written to any type of
organization i.e. school, bank, college, NGO, municipality etc. The individuals can be a director, CEO,
government official etc. The motive of the persuasion letter is to ‘Get your work done’ in layman terms.

2) Sales Letter
A sales letter is a piece of direct mail which is designed to persuade the reader to purchase a
particular product or service in the absence of a salesman. It has been defined as "A form of direct
mail in which an advertiser sends a letter to a potential customer”. A sales letter is a letter written to
publicize and ultimately sell a product or a service to the consumers. It is a type of business letter;
meant for generating business. It also has the bearing of an Announcement Letter. A sales letter is
also referred as Letter of Sale, Marketing Sales Letter and Business Sales Letter.
3) Problem Letters

Problem letters are letters in situations where the reader’s interests are in some way in conflict
with the writers as where complaints are made, concessions sought or payment of accounts is overdue.
Problem letters must be written with restraint and show a proper regard for the readers point of view.
Problem letters should always be
answered promptly. Problem letters include complaints, concessions, overdue accounts etc.

Claim/Complaint Letter: Complaint letter definition can be described in many ways.

A complaint letter is the part of written communication. In general word complaint letter means a
letter which is written to submit a complaint to the authority. A Complaint letter is a request for an
adjustment. In other words, it is a letter that describes about the damage; errors or mistakes
happened to the delivered goods and therefore claims for compensation is known to be a complaint
letter.

4) Good will letters

Most business letters have two objectives: to promote a particular transaction and to build good
will. Every business letter should be a good-will letter in the sense that is aims to create or maintain
good feeling based on a mutually beneficial business relationship. But there are some letters written for
the sole purpose of building good will. They include letters of thanks or appreciation to new
customers for first orders to existing customers for especially large orders or regular promptness in
settling accounts. Also included are letters to employees for difficult jobs well done. Good- well letters
take a variety of forms and each has its own characteristics depending on the circumstances to which it
applies. Beside letters expressing thanks or appreciation, there are letters of congratulation, letters of
welcome, letters of condolence and of sympathy in times of illness or trouble. They are written to show
genuine interest in the reader. Sincerity is indeed by far their most important quality.

These include greetings, thanks, congratulations, sympathy, condolence, positive news letters, and
negative news letters.
Employee Review Letter

It is a formal Assessment of the performance, which evaluates the qualities of employees or

judge the strengths weakness on the basis of tasks performed.

Performance review letters are essential. They provide employees with a supervisor's written
assessment of job performance. They identify the employee's strengths and weaknesses, and give an
overall assessment of their contributions to the organization. For employees, a review letter is useful
in developing a plan for improvement, but it also conveys an important message to the employee –
that he is a valued contributor. The complimentary areas of review letters give employees feedback
that encourages them to sustain good job performance. An employee review letter often is used when
there is no specific format or performance review form that the company uses to evaluate staff
performance. Some of the essential things which needs to be added in the employee review letter are
Job Duties and Responsibilities, Performance Expectations, Supervisor Ratings and Employee
Performance Summary.

Recommendation Letters

A letter of recommendation is a letter written by someone who can recommend an individual's

work or academic performance. It's typically sent to a hiring manager or admissions officer who is
deciding whether to employ or admit a candidate.
A letter of recommendation describes a person's qualifications and skills as they relate to
employment or education. These letters typically come from previous employers, professors,
colleagues, clients, or teachers. They discuss the qualities and capabilities that make the candidate a
good fit for a given position, college, or graduate school program.

Thank You Letters

A letter of thanks or thank-you letter is a letter that is used when one person/party wishes to
express appreciation to another.
Thank-you letters are also sometimes referred to as letters of gratitude. These types of thank-
you letters are usually written as formal business letters.
Memos

A memo, short for memorandum, is usually a small piece of written information used in business
environments for interoffice communication. Its core purpose is to give instructions or serve as a reminder
of events, actions or decisions. The primary motive behind memo writing is to broadcast information to a
large group of people.

A few other ways in which memos are used are:

• To recount an event or piece of information
• To send a reminder
• To pass or circulate information
• To highlight an event
• To keep an official record of anything

Proposals and Reports

A business proposal is a document that’s designed to persuade an organization to buy a product or

service. It is a plan or suggestion or an offer, especially a formal or written one, put forward for
consideration by others that is subjected to accepting or rejection.

Typical Proposal Contents

The following proposal elements have become common because they answer proposal readers’ likely
questions. Still, variations on and combinations of these abound, so be sure to adapt this list of possible
topics to your particular situation.

• Writer’s purpose (shows understanding of reader’s need)

• Background (contextualizes the problem and proposed solution)
• Need (elaborates on why the proposed solution is needed)
• Description of plan (presents what the writer intends to do)
• Benefits of the proposed plan (convinces readers of proposal’s worth)
• Particulars (covers any costs, delivery information, etc.)
• Evidence of ability to deliver (establishes writer’s ability to carry out what is proposed)
 • Concluding comments (stresses taking action on the proposal)

Process for Preparing Proposals

Following are aspects to be considered in the process of preparing business proposals:

• Start with an easy-to-prepare section after determining parts to include
• Complete all sections and arrange in appropriate order
• Check transitions between sections
• Proofread, edit, and check figures thoroughly

Proactive Media Writing

When organization take the initiative to communicate, rather than responding to an enquiry or
situation is called about proactive media writing. Media relations is a component of public relations that
focuses on activities between a business and media outlets -- newspapers, television and radio stations,
magazines, and online outlets. A business that invests in proactive media relations makes relationships with
these outlets a priority and an ongoing effort. This helps to forestall having to react to media coverage that
is inaccurate or damaging. The consequences of not being proactive in your media relations can reverberate
throughout your company and can cause long-term damage.