BUSINESS COMMUNICATION 1

MODULE 2 - WRITING AND FORMATTING

BUSINESS CORRESPONDENCE

Prepared by:
Dr. Josephine D. Rupert
MODULE 2 – WRITING AND FORMATTING BUSINESS CORRESPONDENCE

Learning Outcomes:
When you have completed the module, you should be able to:

1. Acquire mastery in incorporating the general parts of a

business letter and when to use the special parts.
2. Write commonly-used business letters in the
workplace
3. Compose memoranda worthy of a manager’s signature.
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Business correspondence is a mean for exchanging information in

a written format for the process of business activities. Business
correspondence can take place between organizations, within
organizations or between the customers and the organization.

Business letters are more formal than business emails. They

communicate something more official in a business situation. It
is important to write business letters correctly, because the
impression you create depends on how you write them.
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Reasons for maintaining • Serves as evidence or as

written communication: historical record of business
• Maintains proper relationship. activities.
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• Create and maintain goodwill. • Inexpensive and convenient.

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• Formal communication. • Independent of interpersonal skills

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1.1. General parts

• Letterhead – contains the name of the company, address, phone
number, fax and/or e-mail address.
• Date – should be current
• Inside address – name of the recipient, address of the recipient
• Salutation – greeting
• Body of the letter
• Complimentary close
• Signature over printed name
• Reference initials – initials of the employer and the office professional
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BUSINESS CORRESPONDENCE
• The Letterhead. The letterhead contains
the name of the company, address ,
telephone numbers, email address, etc.
• Date
• Inside / Recipient's Address. This is the
address you are sending your letter to.
• The Salutation
• The Body
• The Complimentary Close
• The Signature Line
• The reference initials
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BUSINESS CORRESPONDENCE
Date line
• consists of the month, day, and
year.
• month is spelled in full
• day is written in figures and
followed by a comma.
December 18, 20--
Inside address is the name, title,
and address of the recipient.
Ms. Denise Rodriquez
President & CEO
Urban Development Council
150 Grosvenor Avenue
Washington, DC 30005
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Salutation
Body of the letter is the message
• greeting in a letter
• begins with Dear followed by the
recipient’s first name or title and last Complimentary close is the sign-off for
name the letter
• Mixed punctuation • mixed punctuation
colon is placed after the salutation ‘
comma is placed after the Sincerely,
complimentary close
• Open punctuation • open punctuation
no punctuation after the salutation ‘
no punctuation after complimentary close Sincerely
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Writer’s name and title are called the signature or signature block

Reference initials indicate who keyed the letter

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1.2. Special parts

• Special notation - When necessary, letters may include notation of the
means of delivery ("Certified Mail" or "Registered Mail") or on-arrival instructions,
such as "Personal" (to be opened and read by the addressee only) or "Confidential"
(for the addressee or other authorized personnel).
• Subject line - is the portion of the letter where you tell the reader about
your subject. It immediately conveys to the reader the subject of the letter.
• Attention line - t indicates the intended recipient within the organization
when the letter is addressed to the organization or to the intended
recipient's superior.
• Company name – It indicates that the letter is made by the company and is
represented by the signatory of the letter
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• Enclosure notation - Actually plays an important role. It reminds

the recipients that additional items were included with the letter (
and what those items were, if you include that level of detail).
• Copy notation - is a list of people that ought to receive a copy of
the letter. It is a reminder that other people, besides the addressed
recipient, have an interest in the letter.
Blind copy - it is used to indicate people who will receive copies of
the message in secret, or without the knowledge of the other
recipients.
• Postscript notation - A postscript is useful if the writer wishes to
emphasize some point in the letter or if a point worthy of mention arises
after the letter has been written
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Special parts
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2. Format of business letter

2.1. Block/Full block - The
entire text is left aligned and
single spaced. The exception to
the single spacing is a double
space between paragraphs
(instead of indents for
paragraphs).
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2.2. Semi-block - all text is aligned

to the left margin. As in other
business letter templates, each
paragraph is separated by double
or triple spacing. The main
difference between this type of
correspondence and others is that
the first line of each paragraph is
indented.
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2.3. Modified block - the

heading, complimentary close,
the signature, and
identification are aligned
to the right. Address,
salutation, the body, and
enclosures are aligned to the
left. First sentences
of paragraphs are indented.
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The Seven Principles of

Business Correspondence (The
7Cs of Business
Communication)
1. Consideration /
Conversational (You attitude)
Try to visualize your reader’s
circumstances, problems,
emotions, their desires etc. and
indicate that you understand these
by using your words with care.
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2. Clarity (Be clear) 3. Be courteous and polite. Avoid

One has to be clear and specific in making negative statements and an
their letter. Avoid giving abstract accusatory tone accusing the
information. recipient.

3. Courtesy (Be courteous)

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4. Concreteness (Be convincing) 5. Correctness

A good business letter always The writer must ensure correctness
provides concrete information in his tone, format and information
(specific information). that he provides in the letter.
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6. Conciseness 7. Completeness
Use the “Keep it short and simple” Provide complete information in the
formula. letter and try to keep it as brief as
possible.
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Types of business letter

The term “business letters” refers to any written
communication that begins with a salutation, ends with a
signature and whose contents are professional in nature.
Letters demonstrate a level of professionalism and class. They
also provide a written record of what has transpired that both
parties can file away. It is important, then, for every small
business owner to know how to construct and format a
professional-looking business letter properly that is suitable to
a situation.
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4.1. Application letters

The objective of an application
letter is to attract the attention of
an employer. It acts as a cover
letter for your resume and should
provide enough personal
information to convince the reader
to grant you an interview. The
qualifications you provide a
potential employer should be
included on your resume.
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Guidelines in writing application letter

• In the first sentence, state what you are applying for.
• Explain the reasons why you are applying and be specific. Give the
reasons why you are qualified including your experience, qualifications,
accomplishments and goals.
• Identify the responses you would like to your letter.
• Reference any other materials included in the letter, such as resume,
diploma, transcript of records, letter of recommendation or work
samples.
• Include your contact information and when you are available.
• Close the letter with a thank you.
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4.2. Reference letter

A reference letter, also called a
recommendation letter, is usually
written to testify to a person's
skills, character, experience, and/or
achievements. When a candidate
applies for a job, he or she
will submit reference letters to
support his or her application.
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A reference letter should include:

• How and for how long you know the person
• Your qualifications for writing the reference letter.
• A list of the person’s qualities and skills.
• Key points about the person that the reader should note.
• Examples that back up your opinions about the person.
• Your contact person.
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4.3. Adjustment letter

An adjustment letter is a response
to a written complaint. The
objective is to inform the reader
that their complaint has been
received. It is also a legal document
recording what decisions were
made and what actions have or will
be taken. Keep in mind that your
reader has been inconvenienced.
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Guidelines in writing an adjustment letter:

• Reference the date of original letter.
he letter should review the facts of the case and offer an apology for any
inconvenience.
• When there is no truth to the complaint, courteously explain the reasons as
clearly as possible.
• When the customer’s request is denied, offer some compensation or advice.
• Take a positive approach to the letter to counter any negative feelings of the
reader.
• The solution is more important than the reasons why something occurred.
• Cordially conclude the letter and express confidence that you and the reader can
continue doing business.
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4.4. Inquiry letter

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.
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Guidelines in writing an inquiry letter:

• Use a courteous tone because you are requesting the reader’s time to
fulfill your request.
• Begin the letter by stating who you are and how you found out about the reader’s
organization.
• State what you are requesting as clearly as possible.
• The letter should be short but you should adequately explain what you are
requesting and what action you want the reader to take.
• Offer to pay for any copies or supplies that might be needed to fulfill your request.
• Provide a self-addressed, stamped envelope if you have requested documents.
• Include the date when you need the information.
• When the person responds to your inquiry, send a thank-you-note.
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4.5. 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 is
typically used for products or
services which, due to their price,
are a considered purchase at
medium or high value.
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Guidelines in writing a sales letter:

• Focuses on what interests the reader.
• If the letter is not personally addressed to the reader, start the letter with a headline
that:
--describes the key benefit to the readers.
--use power words such as free, proven, imagine, how to, fast, cheap, save, enjoy and
Introducing.
• Gets the reader’s attention, targets the audience, lists a benefit and make a promise.
Example: Own this kitchen furniture and get additional kitchen device for free!
• If the letter is personally addressed, the opening sentence becomes the headlines.
Example: Dear Mrs. Almonte: How would you like to have a practical, beautiful
kitchen furniture that comes with free kitchen device in your lovely home
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• Keep the letter brief but interesting.

• Keep the letter brief but interesting.
• Start the letter by identifying the unique selling point of the product
or service.
• Addresses the readers directly.
• Let the reader know how much the product or service costs.
• The closing of the letter should include a all to action that asks for an
order and explains how to order. The closing may include the
deadline and always include a thank-you-note.
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4.6. Request letter

Request Letter is a letter which
is written when you need
certain information,
permission, favor, service or
any other matter which
requires a polite and humble
request.
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Guidelines in writing a request letter:

• Be courteous, tactful, brief, confident and persuasive.
• Be straightforward and include as much detail as possible about the
request.
• Do not be overbearing or manipulative in trying to obtain the request.
• Make the reader feel complemented to be asked for a favor.
• Express your willingness to reciprocate.
• Invite the person to contact you with any questions or concerns.
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4.7. Complaint letter

A Complaint Letter is a type of
letter written to address any type
wrong doing, offence, grievance,
resentment arising out of a
product, service etc. Complaint
Letters are used to raise your
concerns about unfair things and
seek a productive outcome. ...
Anyone can complaint through
letter if there is a legitimate reason.
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Guidelines in writing a complaint letter:

• Write your complaint letter to a specific person at the organization, such as manager,
owner, president, CEO.
• Write the letter with a positive tone without emotional language or obscenities.
• Keep the letter short, honest, and straightforward without omitting any relevant details.
• Send copies of any accompanying documentations and retain all originals.
• Do not threaten or make generalization about the organization.
• If other people you know were also affected by the problem, get multiple signatures on
the complaint letter.
• Suggest a solution for the problem without destroying the relationship.
• Include your contact information including your name, address, phone number, and
email address.
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4.8. Refusal letter

A refusal letter is a negative
response to either an invitation or a
job offer. Its objective is to
notify the reader of a decision to
decline. The letter should be kept
fairly short. Its scope
only include information that
relates to the reasons for not
accepting the offer.
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Guidelines in writing a refusal letter:

• Be as diplomatic as possible to avoid hurt feelings.
• Open the letter with a sincere statement that explains that you are
refusing the request.
• Explain your reasons for the refusal, and include any evidence to
back-up your decision.
• Offer alternatives to the reader that might have a better chance of
being accepted.
• Be courteous and wish the reader success elsewhere.
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4.9. Acceptance letter

Acceptance Letter or Accepting
Letter is a type of letter written to
communicate a positive response
towards job offer, invitation, gift,
offer, contract, scholarship and
other matters which require the
intended. Acceptance Letters are
most widely used by prospective
employers who have received a job
offer.
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Guidelines in writing an acceptance letter:

Begin the letter by thanking the person, business, or organization.
Identify what you are accepting and explain what it means to you.
Thank anyone who assisted you.
State the terms as you understand them.
If accepting an employment offer, summarize the start date, job
title and description, compensation, benefits, and vacation days
offered.
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• Use positive tone.

• Be gracious by showing your courtesy, tact, and charm in
your writing style.
• Use the spelling checker in your word process to check for
spelling errors.
• Read the letter for clarity and to check for grammatical
mistakes.
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4.10. Acknowledgment letter

An acknowledgement letter is a
document used by businesses to
formally acknowledge the
receipt of something, for example,
an invoice, that can be used as a
courtesy, for record
keeping, or to raise an issue with
whatever service was received.
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Guidelines in writing an acknowledgment letter:

• Include a short apology if the acknowledgment is delayed.
• If you are responding to a complaint, be courteous and
apologize for any inconvenience or problem.
• Be sincere.
• The letter should be addressed to a specific person, of
possible.
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4.11. Collection letter

A collection letter is a
notification sent in writing,
informing a consumer of
his past due payments.
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Guidelines in writing a collection letter:

• Gather all the facts about the customer’s account.
• Be specific about the amount owed and the date the funds were due.
• Let the customer know what the penalty would be if he or she failed
to pay by a specific deadline.
• Offer assistance for customers having difficulty paying. Discuss new
terms or a payment plan.
• If you must cancel a customer’s credit, explain your reason for doing
so.
• Be courteous, but firm.
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4.12. Resignation letter

A resignation letter is a
document that notifies your
employer that you are leaving
your job. It formalizes your
departure from your current
employment, and can be
written as a printed letter
or an email message.
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Guidelines in writing a resignation letter:

• Highlight your accomplishment at the organization.
• Avoid emotion and maintain your dignity.
• Highlight your skills using action verbs.
• Emphasize the contribution you have made to the organization—be
positive.
• Show enthusiasm and appreciation for what you have accomplished
at the organization.
• The terms of your resignation should attempt to maintain a good
relationship with your employer.
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4.13. Announcement letter

An announcement letter is a
type of letter used for a
number of business and
personal situations. Also,
personal announcement letters
are common - for instance, to
announce a
wedding or a birth.
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Guidelines in writing an announcement letter:

• For positive announcement, make the letter straight and to
the point.
• Build morale, confidence, and goodwill.
• Use the announcement to promote your business.
• Include enough information so that you do not have to
answer questions about the announcement later.
• When announcing bad news, be considerate and respectful.
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4.14. Commendation letter

Letters of commendation or
commendation letters are
messages written to express
gratitude and general recognition
for a special deed. They are usually
unsolicited. In some cases, they
offer rewards for the action being
recognized, such as a promotion or
pay bonus.
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Guidelines in writing a commendation letter:

• Describe the work or accomplishment that deserves
the commendation.
• Describe the person’s qualities that make him or her
successful.
• Thank the person for his or her contribution to the
organization.
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4.15. Seasonal letter

Seasonal correspondence is a way
of greeting customers and
employees by writing holiday
letters. Holiday letters to
customers can include special
offers and incentives with deadlines
related to the holiday.
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4.16. Transmittal letter

A transmittal or cover letter
accompanies a larger item, usually
a document. The transmittal
letter provides the recipient with a
specific context in which to place
the larger document and
simultaneously gives the sender a
permanent record of having sent
the material.
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Guidelines in writing a transmittal letter:

• Start with a reference why a report is submitted.
• Give the purpose of the report
• Mention reference to a contract or authorization of the report
being submitted (if any).
• Give the title of the report.
• Give the acknowledgment if the report has received any
assistance from a person or organization.
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6. Memorandums memos, may be used.

A memorandum (abbrev.: memo; from
Latin memorandum est, "It must be
remembered") is a written message
that may be used in a business office.
The plural form of the Latin noun
memorandum so derived is
memoranda, but if the word is
deemed to have become a word of the
English language, the plural
memorandums, abbreviated to
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Memos are intra-office communication. interest: announcing a company policy,

• generally printed on forms with the alerting readers to a problem or deadline,
company name and logo reminding readers about a meeting, and so
on .
• usually use templates, which are
predesigned forms with the guide words
to, from, date, subject
• A memo (or memorandum) is a short
communication typically used within an
organization. Memos are often used as a
tool to share new information.
• The chief function of a memo is to record
information of immediate importance and
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Parts of a Memorandum memo is about. The subject line is not

1. The Heading: The heading of a a complete sentence but rather a
memorandum is usually printed. It concise phrase which indicates some
contains the name of the organization specific information. The date of
and ‘To’ and ‘From’ sections. Make writing memo is also important to take
sure you address the reader by this or action in time.
her correct name and job title. Be
specific and concise in your subject
line.
2. The subject and Date: The subject is
a brief statement telling what the
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3. The message: Message is the main paragraph.

body of a memo. The message Response: It is called the action
contains the following matters: statement. In this paragraph, you
Introduction: The message represents should state the action you want the
the main idea in the first paragraph. it reader to take, Action you will take,
is called the background of the Action that you are requested to take,
information. Deadline etc.
Details: In the second paragraph you
should write details about information
to support the introduction. It should
be logical and separate into the
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6.1. Basic parts of a

Memorandum
TO
FROM
DATE
SUBJECT
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RELATED BUSINESS PAPERS

6.2. Guidelines in writing

memorandums
• Keep your subject line concise but
also precise.
• Lead with the main topic of your
memo. It should be clear from the
very first sentence what this
memo is about.
• Include only relevant information.
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• Choose the right tone.

• Choose the right communication
channel.
• Avoid potentially confusing or
misleading mistakes.

An effective memo improves

productivity by getting the right
information to the right people as
quickly and efficiently as possible.
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.
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BUSINESS CORRESPONDENCE
REFERENCES
Book
Sebastian, Evelyn L., Business Communication with Fundamentals of Research, Writing
of Business Letters. 2015. pp.67-117.

On-line sources:
What is business correspondence?
https://en.wikipedia.org/wiki/Business_correspondence

The 7 principles of business correspondence

https://fe13cs.blogspot.com/2013/05/the-seven-principles-of-business.html
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CORRESPONDENCE
REFERENCES
Guidelines in writing business letter
https://www.fluentu.com/blog/business-english/writing-a-business-le
tter-in-english/

What is a memorandum?
https://en.wikipedia.org/wiki/Memorandum

Parts of a memorandum
https://thebusinesscommunication.com/different-parts-of-a-memo/
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REFERENCES
Guidelines in writing a memorandum
https://www.grammarly.com/business/learn/how-to-write-business-me
mo/?utm_source=google&utm_

8 Essential Steps to Writing a Business Letter in English

https://www.fluentu.com/blog/business-english/writing-a-business-letter
-in-english/

Memorandums and Letters

https://open.lib.umn.edu/businesscommunication/chapter/9-2-memora
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REFERENCES
Principles of Effective Writing
https://corporatefinanceinstitute.com/resources/careers/how-to-job-g
uides/business-writing/
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.