CFBS_CO4.

QXD 27/5/05 12:35 pm Page 84

84 Section 2 Business letters

Remember, there will be many occasions when you will need to write a letter
which does not fall into any specific category. In these situations you must
remember the general rules of good business writing and plan your letter carefully
so that its objectives are met.

STRUCTURE

Many business letters, like the ones we have looked at in this unit, are short and
routine. They can be written without any special preparation. Other letters require
more careful thought and planning. This four-point plan provides a simple
framework for structuring all business communications. The following diagram
illustrates the four basic sections (the four-point plan) that will make up all your
business communications.

Why are you 1

writing?
Refer to a OPENING or INTRODUCTION
previous (Background and Basics)
letter, contract
or document 2 Give instructions
Ask for
information
Provide all
DETAILS relevant details
(Facts and Figures)
Separate into
paragraphs for
Action for 3 separate themes
recipient Make sure the
to take paragraphs flow
Action you logically
will take ACTION
A conclusion
4 A simple,
relevant closing
CLOSE sentence

Remember

If you fail to plan, you are planning to fail!

CFBS_CO4.QXD 27/5/05 12:35 pm Page 85

Unit 4 Introducing the business letter 85

The four-point plan

1 Opening or introduction
The first paragraph of your message could refer to a meeting or previous contact,
perhaps to a letter or e-mail received. Otherwise it should introduce the subject that
you want to discuss in the message itself. For example:
Thank you for your letter dated . . .
It was great to meet you yesterday.
Thank you for calling me this morning.
It was good to speak to you today.
ST International will be holding a conference for secretaries in April 200–.

Remember

Avoid boring openings like ‘We spoke’, ‘Reference your letter dated . . .’ or ‘This
follows our earlier meeting’.

2 Details
Here is where you give all the ‘meat’ – all the facts and figures. This is where you
will give information, in a logical order, with separate paragraphs where
appropriate. Make sure you include all the key points in a logical order.

3 Action
Here is where you tell the reader what action you want him/her to take as a result
of your message. Or alternatively it may be action that you will take after all the
points you have mentioned. For example:
I hope you will investigate this and let me have your comments soon.
Please complete the enclosed reply form and return it to me by . . .

4 Close
Finish with a simple one-line close – a relevant one-liner. For example:
I hope to hear from you soon.
Your prompt reply would be appreciated.
Please call me at . . . if you have any questions.
 4FifpAn

Whether you are composing a business letter, a fax message, a memo or 2n 1 pngo
e-mail, the general rules for structuring the body of the message are the same- - - =s :..ri
A well-structured document written in good business language is the core oi i:-st
effective communication. This section will help you to get past that blank pagc
O r-.:'.t-cl
and start creating well-structured documents that will achieve your objectives-
o :--:l i:
a ]f:'.--\- .i:.i'
4 POINT PLAN
4
--aT .O..'l
Many communications are short and routine. You can write or dictate them t.- 3E
without any special thinking or preparation. However' documents that are not tr.5 E
so routine need more thought and careful planning. I first suggested this -1
point plan in Commwnication for Business. It provides a useful but simple 't tsE-
!-
framework for structuring all written communications, and is illustrated simply
here:
=J=g=

Why are you writing?

e 2 Certrals
Refer to a previous letter, INTRODUCTION
contact or document
(Background and Basics)
]--: --:tn p3
;; '..-.rS-- -\It
)r-::-: $rru
-c:r:(i r:i -
@
Give
ormation/i nstructions
inf
Ask for information
3 Condusi
Provide all relevant details
Separate into paragraphs
T=-. se.-non
Ensure logical flow
o s:re rhe I

o :<:re dre I

@ frrnptes
Action the reader should take.
Action you will take qease e
Give a deadline if necessary RESPONSE OT ACTION
-tsr\-s

F p4-e
ot our sc
Sometimes all that is
needed is a simple
one-line closing CLOSE
sentence
(A simple one-line0 4 Close
-\ simple or
Let's look at this 4 point plan in more detail: met-rge- T1

t2. unn r . wRrrrEN c0MMUNtcATt0N - AN ovERVtEW

 4 point plan

!qe, a memo or an
1 Opening or introduction
;sage are the same. The first paragraph will state the reason for the communication, basrcallr
rage is the core of setting the scene. It may:
est that blank Page
r-e vour objectives. o acknowledge previous correspondence
o refer to a meeting or contact
o provide an introduction to the matter being discussed.
Examples
Thank you for your letter of ...
ire or dictate them
It was good to meet you again at last week's conference'
Lrments that are not
We wish to hold our annual conference at a London hotel in September'
sr suggested this 4
Beware beginning a sentence with 'Further to your letter of .' This should always be continued as
useful but simple fp.,
'--- -\l shown:
..

is illustrated simply
Further to your letter of 12 July, I am sorry for the delay in attending to this matter.

2 Central section (details)

This main part of the message gives all the information that the recipient needs
to know. Alternatively you may be requesting information, sometimes both.
Details should be stated simply and clearly, with separate paragraphs used for
individual sections. This section should flow logically to a natural conclusion.

3 Conclusion (Action or Response)

This section draws the message to a logical conclusion. It may:

o state the action expected from the recipient

o state the action vou will take as a result of the details provided.

Examples
Please let me have full details of the costs involved together with some sample
menus.

lf payment is not received within seven days this matter will be placed in the hands
of our solicitor.

4 Glose
A simple one-line closing sentence is usually all that is necessary to conclude a

message. This should be relevant to the content of the message.

STRUCTURINGYOURCOMMUNICATIONS 23
 Eramples
I look forward to meeting you soon.

I look fonarard to seeing you at next month's conference.

A prompt reply would be appreciated.

Please let me know if you need any further information.

Gloses such as these are incomplete and should not be used:

Hope to hear from you soon.

Looking fonarard to hearing from you.

2tl urtr 1 o wRrrrEr{ c0MMUNrcATr0N - AN ovERvrEw

 4 point plan

The 4 point plan for structurinq all wntten messages is illustrated

in this letter.

Institute of Secretaries
Wilson House, West Street, London SW1 2AR
Telephone O2O 8987 2432
Fax 020 B9BZ 2556

LD/ST

12 May 2OO4

Miss Ong Lee Fong

15 Windsor Road
Manchester
M2 gGJ

Dear Lee Fong

2OO4 SECRETARIES CONFERENCE, 8/9 OCTOBER 2OO4

grve a briel
= As a valued member of the Institute of secretaries, I have preasure
ntroduction) in inviting you
to attend our special conference to be held at the clifton Hotel,
London on
TuesdayAVednesday 8/9 October 2004.

This intensive, practicar conference for professionar secretaries

aims to:
,.:. ls (separate . Increase your managerial and office productivity
,;'aphs. flowing
logically)
o tmprove your communication skills
o bring you up to date with the latest technology and techniques
: rne blank line
o enable networking with other secretanes
-:re except the
The seminar is power-packed with a distinguished paner
; --nature space of professional
speaKers who wiil give expert advice on many usefur topics.
A programme is
enclosed giving fuil detairs of this seminar which I know you
wiil not want to
MISS.
:-, usion (action
- lf you would like to join us prease comprete the encrosed
,.:ted from the registration form ano
recipient) return it to me before 30 June with your fee of E5O per person.
.& . imple closing I look forward to seeing you again at this exciting
statement) conference.
Yours sincerely

.0oai* \r"al"an/te
LOUISE DUNSCOMBE (Mrs)
Conference Secretary

Encs

STRUCTURING YOUR COI\4IVIUNICATIONS

l Xfnt plan

This e-mail message gives another example of the 4 point plan.

johnwang@stelectron ics.co.sg

14:10:03 12:.30:45

suzieliu@videoworks.com

24th anniversary video

Dear Suzie

Thank you for inviting me to visit your studios last week. I was most impressed
by your new facilities.

I am delighted that you can accept our invitation to produce a video to celebrate
the company's 25th anniversary. This is a very special landmark in our history'
and it is imponant that this video portrays both past, present and future.
You promised to let me have a draft outlining your thoughts for this special
video. I look forward to receiving this before 30 October together with your
approximate costings.
lf you need any further information please give me a call on 2757272'

Best wishes

John Wang
Marketing Manager
ST Electronics
www.stelectron ics. co.sg

(rrP) Study all the documents in this book as good examples of using the 4 point plan'

26 urutr 1 . wRtTTEN c0[IMUNtcATt0N - AN 0vERVIEW