Unit 3

Technical Writing – I ( Official Correspondence)

• Emails
• IOM ( Inter-office Memorandum)
• Business Letters
• Business Proposals
 Email Writing
E-mail stands for electronic mail. These are digital messages that can be sent through an
Internet connection.

Advantages of E-mail:
Fast – a message can be sent quickly to anyone anywhere in the world.
Inexpensive – It saves paper and is promoted in most organizations as a green initiative;
less expensive than any other channel of communication.
Quick distribution – Messages can be sent to more than one person at the same time.
Flexibility – Email allows complete flexibility during composing and drafting. The sender
may edit, revise, modify and redesign his/her message without printing and copying it.
S/he can easily reshape email messages before sending them. S/he has the flexibility to
receive or compose email as per her/his convenience.
Easy attachments – It is easy to attach files, photographs, clippings, drawings, video clips,
sound recordings and so on to an email.
• Easy upward communication- E-mail promotes easier upward communication. The
sender need not worry about a formal and fixed style of communication. S/he is free to
choose any style or pattern that suits the content.

Limitations:
• E-mail is editable and therefore insecure. Other security threats like ‘phishing’.
• E-mail is anonymous.
• E-mail cannot be retracted. Once the ‘send’ button is pressed, there is no bringing it
back.
• We can receive too much or unwanted email.

Characteristics of Effective E-mail:

• Concise – An e-mail should not contain unnecessary information. Unnecessary
explanations, repetitions, wordy expressions and exaggeration should be avoided.
• Accuracy – Correct format and structure should be used. Correct e-mail address should
be written. The content of the e-mail should also be checked for factual accuracy. E-mail
messages should be edited for spelling, punctuation and grammar mistakes.
• Clear – E-mails should be simple and clear. Simple, familiar, direct and specific words,
appropriate linkers and transitional signals should be used to form short sentences and
paragraphs.
• Conversational tone – The tone of e-mail messages are usually formal but
conversational. But one should avoid being too informal and emotional.
• Single theme – A successful e-mail message deals with only one topic.

Email Structure : E-mail includes the following

1. Heading
2. Salutation
3. Body
4. Closing
5. Signature

1.Heading : Date, From, To, Subject, CC, BCC

a) Date : It includes the day, month, year and the exact time.
b) From : The From line contains the sender’s name and e-mail address.
c) To : The To line includes the recipient’s e-mail address.
d) Subject : The subject line summarizes the topic of the e-mail in a few words.
e) CC : The CC line ( carbon copy) include the e-mail address of anyone who is to receive a
copy of the e-mail message.
f) BCC : The BCC line ( blind carbon copy ) include the e-mail address of anyone who is to
receive a blind copy of the e-mail message. The e-mail address mentioned in the BCC line
would not be visible to other recipients in the To or CC fields.
2. Salutation : Examples – Dear Dr Bright, Dear Professor Vaughan, Dear Maya, Dear Ben
Jonson,.
3. Body : The body of the e-mail message describes, explains, and discusses the central
idea of the e-mail. The content of the e-mail should be organized carefully.
The first paragraph - friendly opening - statement of the main point.
The next paragraph - justifying the importance of the main point.
In the next few paragraphs - justification should be continued along with the background
information and supporting detail.
The closing paragraph – restate the purpose of the e-mail – request some type of action.
4. Closing – Best regards, Kind regards, Regards, Sincerely, Yours faithfully, Thank
you and regards, All the best and so on.
5. Signature – The signature line contains only the writer's name. it can contain the
title and organization of the sender.
Standard E-mail Practices:
• Follow established e-mail conventions:
In most of the organizations, e-mail is not used to send confidential messages such
as confidential employee reports, company secrets, matters related to
organizational business, sensitive personal business dealings and so on.
As a rule, e-mail is not used to send confidential, complex, embarrassing or
sensitive information.
As e-mail creates a permanent record that can be used against the sender, it
should not be used to convey anything that should not be made public.
• Check mailbox regularly :
We should check our mailbox regularly so that we can read every e-mail message
sent to us and respond swiftly.
• Be correct:
Special care should be taken about accuracy which includes accuracy of
information as well as accuracy of presentation.
• Be brief :
E-mail may be used effectively to convey non-sensitive simple messages. E-mail
messages should be short.
• Be formal :
E-mail is a formal channel of communication and formal language should be used.
Standard writing techniques should be used and professional writing conventions
should be followed. Standard English should be used and informality should be
avoided even if the sender knows the receiver very closely.
• Maintain readability :
Sender must make the message easy to read. Design elements such as introductory
summary, headings, side-headings, and so on may be used in order to improve the
readability of longer e-mail messages.
• Tone :
A tactless or negative tone can lead to confusion and misunderstanding. A formal
and conversational tone which gives a personal touch to your mail is preferable.
E-mail Writing Strategies:
E-mail messages need to be organized and presented systematically as e-mail is an
important communications channel between the sender and his/her colleagues, peers,
subordinates, seniors and customers.
A few e-mail writing strategies to write effective e-mail messages:
• Sending an e-mail:
a) The sender should identify the problem that led to the writing of the e-mail message;
b) analyze his/her audience to understand their needs;
c) should determine the scope of the message;
d) prepare an outline of the main points that he/she wishes to include in the e-mail;
e) select an appropriate organizational pattern – direct pattern or indirect pattern;
f) sender may then write the first draft;
g) After reviewing and revising the first draft, the final draft can be written.
• Responding to an e-mail: if a response to an e-mail message has to be written,
a) the message should be read carefully to understand what the writer wants;
b) should determine the scope of the message;
c) should organize the message;
d) the first draft may be written;
e) the draft is reviewed, then revised and edited to compose the final draft.
 EXERCISE
True or False:
1. E-mail is the medium of communication that sends and receives messages
through specially designed computer networks.T
2. E-mail cannot be used as a means to reach out to people outside an
organization.F
3. Speed is the main advantage of using e-mail.T
4. The advantages of using e-mail do not include easy upward communication.F
5. As sending an e-mail message involves using computer, it is more expensive
than any other channel of communication.F
6. You can send your e-mail message to as many people as you want.T
7. E-mail allows complete flexibility during composing and drafting. T
8. Attaching photographs, video clips and sound recordings to your e-mail could
be very costly.F
9. While using e-mail, you may choose any style or pattern that suits your content.T
10. Your ideas should be organized in such a way that the e-mail makes its point in
the fewest words possible.T
11. The tone of e-mail messages is very informal and emotional.F
12. A successful e-mail message deals with only one topic.T
 INTER OFFICE MEMORANDUM ( MEMO)
A business memo is a formal written message , written in a conventional form for
someone within the organization to meet a specific need.
It is a form of dialogue, where the writer wants to say something and expects a
response to the message.
It is an important means of internal communication used to send information
inside an organization.
These are brief written communications circulated within an organization; facilitate
communication about various operations.
As a link between people within an organization, business memos help members of
the organization communicate without the need for time-consuming oral
discussions, meetings, and conferences.
Memos can move in all directions as they may involve any of the three channels of
communication: vertical ( downward and upward), horizontal and diagonal.
Downward memos are used to communicate to the subordinates in the hierarchy
of the organization.
Convey routine information
Discuss matters relating to personnel practices such as transfers, official instructions,
promotions and so on.
Seek explanation or clarification
Send feedback
Give instructions
Upward memos are sent by subordinates to their superiors. They might convey
Grievances
Complaints
Suggestions
Findings
Recommendations
New ideas
Problems
Proposals
Horizontal memos are sent to peer groups or to people who are hierarchically
equivalent in the organization. The main purpose is to
Develop cooperation and coordination through peer interaction between different
individuals working in an organization
Persuade the reader to take an action such as attend a meeting, give a presentation and so
on.
The President of an organization can send a memo to an employee directly without
going through the hierarchical set-up inside the organization (diagonal).
Note : Memos help in bridging the communication gap among the various sections
of any organization and also serve as permanent record of information.
Uses of Memos:
• To request for action or information.
• To explain to the reader something that is not understood.
• To announce or to give formal notice to readers, publicly informing them about
new procedures, new products, or anything that needs to be publicly known.
• To confirm the details of a meeting, conversation, or telephone call.
• To suggest solutions to business problems.
• To report the details of a project at regular intervals as a way of helping the
organization keep track of progress and problems.
• play an important role in arriving at some quick decisions.
Similarities between a business letter and a business memo:
• Positive functional instrument of professional exchange of business ideas,
opinions, decisions, policies and information.
• Both letters and memos are forms of business writing, they follow similar writing
principles and strategies.
• Are written to inform and make requests.
Differences between a business letter and a business memo:
• Letters are used as a means to reach out to people outside an organization;
memos are used to send information inside an organization.
• A memo is written in a specific format which is different from the letter format.
• Memos are less formal than letters.
• Memos are less structured than letters.
• The tone of memo is more conversational than that of a letter.
• Memos contain less background explanation and information than letters.
Types of Memos:
Depending on their purpose, memos can be classified into three major categories:
-Documentary
-Congratulatory
-Disciplinary
Documentary memos :
These memos are mainly used for conveying information (such as memos written
to a subordinate to remind, to announce, to give instructions, to explain a policy or
procedure; to a peer or superior to make a request or routine recommendation, or
to confirm an agreement)
Congratulatory memos:
Memos are also used to give credit to employees of an organization for the
outstanding work they have accomplished. Employees can also send their
compliments in the form of a memo to their officers, for the awards or
achievements that the latter may have earned.
Disciplinary memos:
When employees violate the rules or breach the code of conduct in an organization, they
will be served either with a severe warning or any other punishment as decided by the
management. The memo conveying this action is known as a disciplinary memo.

Characteristics of Effective Memos:

• Clarity : Clarity is the first characteristic of a good memo. A memo must be clearly
written because an unclear and vague memo will confuse the reader, leading to delay
and inaction.
• Conciseness : Concise and direct memos are more effective. A memo should contain
only essential information. Unnecessary explanations, repetitions, wordy expressions
and exaggeration must be avoided in order to ensure that the memo makes its point
with the fewest words possible.
• Unity of Theme: A memo should deal with only one topic. A single topic is developed
and related ideas are subordinated.
• Informal Tone: Although a memo is a formal business document, its tone is usually
informal and conversational. As the writer is likely to be familiar with the reader,
personal tone may be used in memos.A very formal tone might sound intimidating.
“ There is going to be a one-day programme on a relevant topic related to value education for
some of our staff. The programme will be organized by IIM, Kolkata in the last week of July. We
need your support and involvement in order to make the programme successful.”
The reader is not provided with the answers to the following questions.
a) What is the exact topic of the programme?
b) What is the exact date of the programme?
c) Who are the participants?
d) What kind of support does the reader need?

The following is the revised version of the same memo:

“On Saturday, July 24, 2014, the Value Education Cell of IIM, Kolkata will be organizing a one-day
programme on “Business Values and Corporate Management” for the Management Trainees of
the Marketing Division. Kindly arrange accommodation for three persons in the Guest House
from July 23, to July 25, 2014.”
Parts of a Memo :
Standard memos contain five parts –
1) Heading
2) Opening
3) Body
4) Closing
5) Signature
6) Necessary attachments (optional)
7) Distribution (optional)
1) Heading : The heading segment follows this general format :
• Name of the organization and address (Printed Letterhead)
• Date: (Complete and current date)
• To:(Name and designation of the recipient)
• From: (Name and designation of the sender)
• Subject: ( Topic of the memo / what the memo is about, highlighted in some way)
The dateline is used to indicate the date the memo was written. It should include the
current date mentioning the month, day and year. The date should be placed two inches
from the top of the page.
Against the TO in the layout, the sender may mention the name of the recipient and
designation. Care should be taken to address the reader by her/his correct name.
Against the FROM in the layout, the sender may mention his/her name and designation.
The subject line should mention the topic of the memo. A complete sentence should not
be used for the subject line, it should be written in a phrase form.
For example:
• “Please attend the Executive Board meeting to discuss the recruitment policy” could instead be
written as “ Executive Board meeting to discuss the recruitment policy”.(Being specific is important)
• One-word subject lines do not communicate effectively. As in the following flawed subject lines:
“ Leave” could refer to any leave because there could be different kinds of leave for different periods.
Therefore, “ Extra-ordinary Leave from March 16, 2014 to May 14, 2014” may be written instead of
“Extra-ordinary Leave” or just “Leave”.
“Supervisors” such a subject line gives a vague idea about the contents of the memo also lacks focus.
The better subject line for this would be “Salary Increase for Supervisors”.
Note : The topic and the main focus are connected by a preposition in all these examples.
2) Opening : Most memos begin with a short paragraph describing the problem that led
to the need for the memo and the basic purpose of the memo. The opening segment
mentions the ‘central idea’, which may include the context, the specific assignment / task,
and the purpose of the memo.
Three aspects are encapsulated in the word CAP-
- C for Context ( circumstance, event or background of the problem being resolved or the topic
handled in the memo)
- A for Assignment ( describes the efforts to solve the problem)
- P for Purpose ( gives the reason for writing the memo)
The opening of a memo must answer the following questions:
• What is the problem?
• What led to the need for the memo?
• What is the purpose of the memo?
For instance, the introductory paragraph of a memo from the Manager of the Training
Division of a company to the Vice President of that company may contain the following
lines:
As directed by you in your memo dated 21 July 2010, I analysed the possibilities of offering a three-
week training programme to our supervisors. I am submitting my views on organizing this programme
in the lines that follow:
3) Body : The body of a business memo contains the message of a memo. It describes,
explains and discusses the central idea of the memo and includes all the details that
support the sender’s ideas.
• It may begin justifying the importance of the main point, i.e., start with the key findings or
recommendations.
• The next few paragraphs may contain more information and supporting details. The sender may
follow the inverted pyramid pattern of communication; start with the most general information and
move to the specific or supporting facts.
• To make the text more reader-friendly may apply boldface type, use headings, columns and
graphics.
• For easy reading, the important points or details may be listed rather than writing in paragraphs.
4) Closing : Memos should be closed with a courteous ending, stating what action the
reader is required to take. The sender can tell the readers how they will benefit from the
desired actions.
A memo can end with some complimentary remarks or directive statements. While a
complimentary close motivates the readers and makes them feel happy, a directive close
tells them what exactly is to be expected or what they have to do next.
Examples:
Please send your recommendations to me by March 5, 2015 so that we are able to complete the
project by the end of April, 2015.
We urge all the staff members to follow the above guidelines with effect from August 5, 2015. If we all
work together, we can easily implement a uniform health scheme for all employees.
5)Optional Elements: A few optional elements may be used in memos, as per
requirements. These elements include references, attachments and distribution
lists.
References : It may be necessary to provide references to other memos, letters, notices,
circulars, reports and other documents.
Attachments : Attachments provide supporting material for the subject of the memo and may
include lists, graphs, diagrams, photographs, tables and other sources of data.
Be sure to refer to the attachments in the memo and add a notation about what is attached
below the closing, like this :
• Attached: Director’s approval letter
• Attached: Several complaints about Product, January – June 2009
• Attached: List of absentees on 17 July 2010
A list of attachments may either be given at the top of the memo or at the end.
Distribution lists: This segment is used to mention the designations of those people to whom
a copy of the memo has been sent. The short form of complimentary copy, that is, Cc, can
also be used instead of the word ‘distribution’.
Distribution:
Assistant Manager, Operations
Distribution:
Assistant Manager, Operations
Supervisor, Manufacturing

Cc: Personnel Manager with a request to circulate among the employees

Budget Officer
Assistant Manager, Finance
 Structure of a Business Memo
Syndicate
Consultancy Services Pvt Ltd.
Nayadeep, Andheri (W), Mumbai-53

DATE: June 16, 2014

TO: All Employees
FROM: Arnab Bhattacharya
Director (Sales & Marketing)
SUBJECT: New Health Scheme

Opening _______ State the main idea of the memo. Focus the reader’s attention on it.
Body _______ Explain, support, and develop the main point more fully.
Closing _______ Specify the action that you want the reader should take.

SIGNATURE
 Steps to Write Effective Memos
The following steps will help in organizing and presenting a memo systematically.

Step 1: Analyze the problem and purpose

Step 2: Determine the needs of the reader
Step 3: Determine the scope of your message
Step 4: Organize your message
Step 5: Write the first draft
Step 6: Revise, review and edit
Step 7: Write the final draft

Analyzing the problem and purpose:

Understanding/identifying the problem or context;
The following questions should be answered:
• What is the problem?
• Why is it necessary to write this memo?
• How should the reader respond or act?
Determining the needs of the reader:
A memo will be effective if the sender is able to connect his/her purpose with the
interests and needs of the reader.
Answers to the following questions should be known:
• Who is the reader?
• How is this relevant to the reader?
• What is in it for the reader?
Determining the scope of the Message:
In order to keep the memo precise and to the point, the sender has to select what
he/she will include in his/her memo from a wide range of supporting data.
Determining the scope and meaning of the message may involve using several
prewriting strategies such as brainstorming, mind-mapping and free-writing.
• Brainstorming is a planning technique in which ideas are listed as they come to mind.
• Mind-mapping is a visual technique for grouping ideas into categories.
• Freewriting is a prewriting process that allows us to express ideas without worrying about
spelling, grammatical mistakes or organizational problems.
These techniques will help in selecting the necessary information to support the central
idea of the memo.
Organizing the message:
After determining what should be covered in the memo, the message needs to be
organized by selecting an appropriate organizational pattern.
There are two widely recognized patterns to organize a memo – direct pattern
and indirect pattern.
In direct pattern:
The most important point is stated first followed by supporting details.
Answers come before explanations;
Requests come before reasons;
Summaries come before details;
Conclusions come before discussions;
General statements come before specifics.
This is useful for routine memos where the reader might be more receptive.
In indirect pattern –
The indirect pattern makes an appeal or spews out evidence first and arrives at a
conclusion based on these facts.
This plan is best used when it is necessary to arouse the reader’s interest before
describing some action that should be taken.
Reasons come before requests;
Details come before summaries;
Background comes before conclusions;
Explanations come before refusals.
This plan is useful for negative messages or for memos that contain sensitive
information, which cannot be handled in a straightforward manner.
Writing the first draft:
While writing the first working draft, the following points should be remembered:
• Write quickly
• Keep the audience in mind
• Focus on the purpose of the memo
• Do not give too much thought to perfect expression
Reviewing and Revising:
Once the rough draft has been written, it needs to be reviewed, edited and revised in
order to improve the quality of its content and presentation.
Reviewing is the process of analyzing whether the memo achieved its purpose;
Editing involves correcting its format, mechanics, grammar, spelling and punctuation;
Revising focuses on improving the content and sentence structure of the memo.

Writing the Final Draft:

Once the rough draft has been revised, the final draft of the memo can be composed.
While writing the final draft, the following points should be taken care of:
• Keep the memo simple, clear, concise, direct and readable.
• Good sentence structure and clear, concise communication should be used.
• Appropriate words, short sentences and meaningful paragraphs should be used.
• Appropriate linking devices should be used.
• Graphic highlighting techniques should be applied to improve readability and comprehension.
• Important points should be emphasized.
True or False.

1. Internal communication is essential for the internal functioning of any organization.T

2. A memo is an efficient and effective way to convey information within an organization.T
3. Memos never provide a summary of important information and do not suggest actions that
should be taken.F
4. Memos never contain proposals or requests for proposals.F
5. Downward memos are used to communicate to the superiors in the hierarchy of the
organization.F
6. The main purpose of the horizontal memos is to develop cooperation and coordination
through peer interaction between different individuals working in an organization.T
7. Good memos usually discuss only one topic.T
8. The tone of memos is generally conversational because communicators are unfamiliar with
one another.T
9. Memos usually contain less background explanation and information than letters.T
10. An important way of ensuring unity in a memo is to make sure that it deals with only one
topic. T
True or False.
1. The purpose of a memo, the response you want, and a general profile of the audience
may NOT help in determining what should be included in it.F
2. Determining the scope of a memo involves selecting what should be included in it
from a wide range of facts and figures.T
3. Brainstorming is a planning technique in which you list ideas as they come to mind
while free-writing is an effective technique to generate ideas.T
4. In direct organizational pattern, discussions come before conclusions.F
5. The key to the direct organizational pattern is the principle of deductive reasoning.F
6. The indirect organizational pattern makes an appeal first and arrives at a conclusion
based on these facts.T
7. Direct organizational pattern is useful for negative messages or for memos that
contain sensitive information.F
8. Reviewing is the process of analyzing whether a memo achieved its purpose.T
9. Editing involves correcting a memo’s format, mechanics, grammar, spelling and
punctuation.T
10. Revising focuses on improving the content and sentence structure of a memo.T
 Business Letters
Definition:
A business letter is a formal written document through which companies try to correspond with
their customers, suppliers, bankers, shareholders and others.
It is an important channel of communication used to send information outside an organization.
With the emergence of new technology and increasing use of emails and SMS, it is assumed that
letters have become outdated. This is not the case. Letters still have their own significance. In the
matters of high importance, letter writing continues to be a preferred tool of communication.
Importance:
1. Business letters help to reinforce professional and business relations.
2. They are a positive instrument of professional exchange of ideas, opinions and information.
3. They help in conveying information that is confidential or complex.
4. Everyday business dealings and the ordinary activities of business would not be possible
without letters.
5. They can be filed for future references and they serve as an important repository of
information.
6. They help reach out to a large and geographically diverse audience economically.
 PARTS OF A BUSINESS LETTER
Standard Elements Additional Elements

• Letter head and date, • Addressee notation,

• Inside address, • Attention line
• Salutation, • Subject line
• Body/Message, • Reference initials
• Complimentary close, • Copy notation
• Signature block. • Mailing notation
• Postscript
Standard Elements:
1. Heading : Also known as the letterhead, the heading shows the organization’s name,
full address, email, telephone and fax numbers. When a letterhead paper is not used,
the heading includes the sender’s address.
2. Dateline - is used to indicate the date the letter was written. It includes the date,
month and year ( 3 June 2010 or June 3, 2010).
3. Inside address – the inside address is the receiver’s address. Include a personal title
courtesy title before the recipient’s name such as Ms, Mrs, Mr or Dr. The inside
address begins one inch below the date. Immediately following the addressee’s name
and title, separate lines should contain the name of the company, the street address
or post office box number , the city ,state, pin code.
4. Salutation – is a greeting used to address the receiver of the letter. Ex: Dear Mr.
Gupta, Dear Ashok ( most formal), Ashok, ( very informal).
5. Message / the body : contains the message of the letter. Divided into three segments
– the opening, the middle and the closing.
a) Opening – a friendly opening can be made, then the main idea is stated, the purpose of writing
the letter is also found in the opening segment.
b) Middle – All the details that support the main idea are included.
c) Closing – restates the purpose of the letter and states what action the writer wants the reader to
take.
6. Complimentary Close: begins one line after the last body paragraph. This element is a
single word or phrase, the first word should be capitalized. Ex: Sincerely / Respectfully
(can be very formal), Yours sincerely / Yours truly / Best regards ( less formal).
• 7. Signature block : The complimentary closing line is followed by the signature block,
which includes the writer’s name and title, the name of the organization or company. To
indicate that the letter is signed on someone else’s behalf ‘per pro. or pp.’ is added
before the name of the organization.
Ex: Cordially,
Per Pro. Sharewell Industries
Lakshmi Deshpande

(Per pro – per procurationem. It has been understood as both “ through the agency of “, “on behalf
of”. When the person who signs a document and has his signature preceded by pp. it means that he
has been given the authority to sign the document on behalf of someone higher in the hierarchy.
For example, given a secretary authorized to sign a letter on behalf of the president of a
company, the signature takes the form:
p.p. Secretary's Signature or President’s name or Secretary’s signature
President’s name p.p. Secretary’s Signature p.p. President’s name )
Additional / Optional Elements:
1. Addressee notation: This notation appears a double space above the inside address, in all
capital letters.
PERSONAL, CONFIDENTIAL, PLEASE FORWARD, and THROUGH PROPER CHANNEL are examples of such
notations that are used in letters that have a restricted readership or that must be handled in a special way.
2. Attention line: An attention line is used when the inside address does not include the name of
an individual. It is included when the letter is addressed to a company. The objective is to
indicate the intended recipient of the letter in order to draw the attention of a particular person
or a particular department in an organization so as to ensure a quick and prompt action in
response to the letter. This line goes two spaces below the inside address. It is generally given in
bold as well as capital letters and is included in the following manner:
ATTENTION:DR SATISH YADAV, PRODUCTION UNIT
ATTENTION: PERSONNEL MANAGER
3.Subject line: This element lets the recipient know at a glance what the letter is about; it also
indicates where to file the letter for future reference. It usually appears below the salutation. But
sometimes it is placed above the salutation and below the attention line. The subject line is
generally given in bold as well as capital letters.
Ex:
Dear Mr Gupta:
Subject: INFORMATION REGARDING LAST WEEK’S INSPECTION
Or
ATTENTION: PERSONNEL MANAGER
Subject: INFORMATION REGARDING LAST WEEK’S INSPECTION
Dear Mr Gupta:
4. Reference initials: Reference initials are included to show who helped prepare the
letter. Often, one person may dictate or write the letter and another may produce it.
Reference initials appear two spaces below the last line of the signature block.
Ksm / rk, Ksm:rk, KSM:RK
The first set of initials is the writer’s and the second set is the helper’s. At times, the letter may be
written, signed, and prepared by different persons. In such cases, all the three sets of initials ( KSM /
AS / rk: signer, writer, preparer).
5. Reference line: is used for sequential correspondence with the recipient. The reference
line consists of an alphanumeric reference number, which uniquely identifies the letter.
An official reply to such a letter usually quotes this reference number, as follows: ‘With
reference to your letter, Ref.no.ABCD/03/07,….’ or ‘Further to your letter,
Ref.no.ABCD/03/07, dated 10 October 2010….’ . Reference numbers are also used to keep
a record of letters sent or received.
There can be several methods of inserting reference numbers in formal letters.
Ex:
By serial number
By department and serial number
By project ID and serial number
6. Enclosure notation: This notation appears at the bottom of the letter, one or two
lines below the reference initials. Some common forms are:
Enclosure: Draft of proposal
Encl.: Draft of proposal
Enclosures: 1.Report (10 pages)
2. Photographs (2)
3. List of Participants
7.Copy notation: It indicates who is receiving a courtesy copy (cc). Some companies
indicate copies made on a photocopier (pc), or they simply use copy (c). Recipients
are listed in the order of rank if they hold different ranks or in alphabetical order if
they hold equal ranks. This part follows reference initials or enclosure notations.
Ex:
Cc: Charles Matthew
Pc: Leela Sampson
Copy to Ben Adams
C: Rahul Bhatia
Cc: Charles Matthew, with the list of absentees and with a request to look into the matter.
bc,bcc or bpc ( blind copy, blind courtesy copy or blind photocopy) – only on the blind copy
not on the original.
8. Mailing notation: This is placed either at the bottom of the letter after reference
initials or enclosure notations, or at the top of the letter above the inside address
on the left-hand side.
Mailing notations generally appear in capital letters to catch the attention. The
same notation will also appear on the envelope.
Ex:
BY REGISTERED POST, BY COURIER, BY SPEED POST
9. Postscript: are afterthoughts to the letter, to the messages that require
emphasis, or personal notes. A postscript is usually the last item on any letter and
may be produced by P.S., PS, or nothing at all. It can also be shown as a second
afterthought with the notation P.P.S., meaning post postscript.
 Parts of a business letter – standard and additional elements

Letterhead of the organization/company

Date
Mailing notation
Addressee notation
Inside address
Attention line
Salutation
Subject line
Body / message
opening
middle
closing
Complimentary close
Signature block
Reference initials
Enclosure line
Copy line
postscript
 Business Letter Formats
There are four popular styles of business letter formatting, namely –
• Block
• Modified block
• Semi-block
• Simplified

• Block Format : The block style is a popular letter format as it is very simple and
easy to use. In this style, all parts of a letter – dateline, inside address, salutation,
body and so on begin at left (except the letterhead). The paragraphs are not
indented. Line endings are not justified for better readability. This format makes
the letter look attractive, elegant and efficient.
 Fig.1 Block Format

Letterhead
June 15, 2016

Mr. D.K.Paul
Personnel Manager
Alpha Petrochemical Limited
621, Ahuja Chambers, Nariman Point
Mumbai – 400021

Dear Mr. Paul

It is with pleasure …….
…….. I look forward to meeting you in September.

Yours sincerely.

Sd/-
Ravi Kapoor

Enclosure (1)
Copy : Chairman, Water Board
PS:
• Modified block Format : is a modified version of the block style. In this style, the
dateline, the complimentary close and the signature block begin at the centre of
the page. The paragraphs are not indented and the line endings are unjustified.
Fig.2 Modified block Format
June 15, 2016
Mr. D.K.Paul
Personnel Manager
Alpha Petrochemical Limited
621, Alpha Chambers, Nariman Point
Mumbai – 400021

Dear Mr. Paul

It is with pleasure….
…… I look forward to meeting you in September.
Yours sincerely,
Sd/-
Ravi Kapoor
• Semi-Block Format: The semi-block style is similar to modified block format
except that each paragraph is indented. The line endings are unjustified.
Fig.3 Semi-block Format
June 15, 2016
Mr. D. K. Paul
Personnel Manager
Alpha Petrochemical Limited
621, Ahuja Chambers, Nariman Point
Mumbai – 400021

Dear Mr. Paul

It is with pleasure that I accept your offer of an Executive Trainee position at the production division of your
company. I assure you that I will put all my skills and experience to work for APL.
As desired, I can join you by the end of September, 2016. I’m grateful to you for giving me this opportunity to work
with you. I look forward to meeting you in September.
Yours sincerely,
Sd/-
Ravi Kapoor
• Simplified Format : The simplified format resembles the block style except that
the salutation and complimentary close are omitted. It may also include a subject
line in capital letters. This informal style of formatting is gaining popularity.
Fig.4 Simplified Format
June 15, 2016
Mr. D K Paul
Personnel Manager
Alpha Petrochemical Limited
621, Ahuja Chambers, Nariman Point
Mumbai – 400021

ACCEPTING JOB OFFER

It is with pleasure that I accept your offer of an Executive Trainee position at the production division of your company. I assure
you that I will put all my skills and experience to work for APL.
As desired, I can join you by the end of September, 2016. I’m grateful to you for giving me this opportunity to work with you. I
look forward to meeting you in September.
Ravi Kapoor
 Style and Tone
Good business letters are characterized by appropriate style and tone. The five C’s
of business letters are:
C- Clarity
C- Courtesy
C – Conciseness
C – Correct tone
C – Correct attitude
Clarity : A clearly written letter is one that is immediately understood by the
reader. In order to be clear simple, familiar and specific words and expressions
should be used. Vague and unclear words and expressions should be avoided.
Short sentences and paragraphs should be used. The letter should separate ideas
into paragraphs and guide the reader through the ideas with appropriate linkers
and connectives.
Courtesy : A good business letter must be courteous as the basic principle of business
interaction is mutual understanding and respect. Positive and encouraging phrases should
be used and irritating phrases and expressions should be avoided. Goodwill expressions
should be used to build goodwill that might help establish a long-term business
relationship.
Conciseness: Business letters should be concise and direct. Unnecessary words, wordy
expressions, repetitions and redundancies must be avoided. Direct language should be
used in order to avoid misunderstanding and confusion. Indirect expressions, rhetoric,
ornamentation, or exaggeration should be avoided.
Correct Tone: Tone in business letter refers to the manner or mood of expression. It helps
establish the relationship that the writer wishes to establish with the reader. A tactless
negative tone can lead to misunderstanding, resulting in a negative response from the
reader. Therefore, the tone should be formal, tactful, personal and positive.
Correct Attitude: Attitude in a business letter refers to the reflection of the opinion of the
writer on the reader. Using the correct attitude involves proper understanding of the role
of positive thinking in business interaction. A poor and negative language should be
avoided. Tailor the letter to the needs of the reader. Use the ‘You attitude’ instead of ‘I
attitude’ or ‘We attitude’.
 Types of Business Letters
Types Objectives
Credit To enquire or request for loan
Collection To collect past due accounts
Enquiry To enquire the status of something; price lists,
catalogues
Order placement To place an order for products or services
Claim To lodge a complaint and ask for a remedy
Adjustment To inform how the complaint would be taken care of
Sales To sell a product or service
Job application To apply for an appointment
Covering letter for job application To introduce the applicant
Thankyou / follow-up To express courtesy / get updated information
Acceptance / rejection To take up / refuse an offer or assignment
Resignation To give up a job without creating an unpleasant
situation
Persuasive To convince someone
Fund-raising To request the readers to donate money or time
• Letters of Inquiry:
Inquiry letters request information or seek clarification. It should be organized into
three parts:
Opening
Make the purpose of the letter clear
State the request clearly
Body
Gives details that explain the request
Why the writer needs the requested information
Closing
Close with a goodwill expression seeking an action-oriented response
Specifying the action that the reader is requested to take
• Replies to Inquiry letters:
Two kinds of replies may be written to letters of inquiry –
(1) Letters giving the information asked for
(2) Letters of regret

Letters complying with request:

Opening : mention the purpose of the letter, telling the reader that the requested information is
being provided
Body : give the requested information and other relevant details that reader may be interested
in.
Closing : close the letter with a goodwill expression

Letters not complying with request:

Opening : a negative response letter should be opened with a buffer statement, which could be
an expression of appreciation, a compliment, agreement or understanding. The buffer statement
will prepare the reader to receive the message without ill-feeling.
Body : the reason for not being able to give the information asked for should be explained.
Closing : the letter should be closed with a goodwill expression.
• Letters placing orders:
Opening : the letter should begin by making it clear that it is a supply / purchase order.
Body : the order items should be listed and specific data such as detailed description of
the item(s), catalogue reference, quantity, number, price, insurance instructions, clear
address, and such other information that might be necessary to execute the supply order
should be included.
Closing: the time-period for the delivery of the item(s) must be mentioned and mode of
payment must be stated. The letter should be closed with an expression of appreciation
and goodwill.
• Letters giving instructions:
Opening : the letter should be opened with a clear statement of purpose followed by the
instruction(s). If the letter includes several instructions, they could be numbered or the
sequence of actions can be logically connected in instructions by using sequence words (
First, Second, Then, Next, After that, Later, Finally, and so on).
Body : The reader should be given necessary details regarding what action s/he should
take.
Closing : focusing on the required action, the letter should be closed with a courteous
conclusion.
• Complaint Letters: A complaint letter is an expression of dissatisfaction. The writer
complains about something that went wrong. As anger can spoil a business message,
complaint letters should not vent anger. They should be logical and persuasive based on
solid facts and not on personal opinions or emotions.
The key elements in a complaint letter are -
(1) Mentioning the purpose of the letter
(2) Explaining what happened
(3) Convincing the reader that your complaint is genuine
(4) Motivating the reader to act
A letter of complaint may be organized into three parts :
Opening : the letter should be opened with a direct statement, which makes it clear that
the writer is complaining to the reader about something.
Body : A direct, factual and plain explanation should be given along with relevant
information supported by appropriate documents that convinces the reader that the
complaint is genuine and the claim is legitimate. The tone of the letter should be polite
but firm and not apologetic.
Closing : The writer should request the reader to take appropriate action and close the
letter with an expression of goodwill.
• Adjustment Letters: An adjustment letter is an attempt to satisfy an aggrieved
customer, who has the potential to damage the goodwill of the company in the market.
The key elements in an adjustment letter are –
(1) Appreciation and understanding
(2) Apology and explanation
(3) Investigation and action
(4) Expression of goodwill
An adjustment letter may be organized into three parts –
Opening : The letter should be opened with an appreciation of the problem and by
thanking the customer for calling attention to the problem.
Body : Apology should be expressed for the inconvenience caused. A precise explanation
should be given mentioning how the problem was caused along with relevant
information that convinces the customer that the complaint has been understood and
that a positive action will be taken to solve it. Results of the investigation into the
complaint / claim should be described and reasonable settlement should be offered.
Closing : The letter should be closed with an expression of goodwill.
• Sales Letter: Sales letters are persuasive messages that persuade the readers to believe
what the sender wants them to believe. The basic objective of every sales letter is to
promote sales, they serve many purposes. They may intend to :
i. Make new customers
ii. Promote a business idea
iii. Introduce new products in the market
iv. Generate new demand for an old product
v. Promote goodwill
vi. Launch a sophisticated marketing campaign aimed at a target audience.
So, writing a sales letter may involve a careful analysis of the product, service or idea that
needs to be promoted through the letter. The ‘central selling points’ must be identified to
make the letter innovative, fresh and persuasive. An audience analysis may be required to
adapt the letter to a specific audience.
A sales letter should be organized very tactfully because the reader is under no obligation
to read the letter. The key elements in a sales letter are
(1) gaining the reader’s attention
(2) building the reader’s interest in the product, service or idea
(3) convincing the reader that product or service is the best
(4) motivating him/her to act.
The three parts of effective sales letters:
Opening : The letter should open with an attention catching statement that could
be a special offer, a unique product feature, a stimulating question, a startling
statement, a fact, a prize announcement, a promise, a remarkable
quotation/proverb, or a persuasive suggestion. Its purpose is to get the reader to
devote a few moments of attention to the letter.
Body : Related information that builds the interest of the reader in the product and
convinces him/her that the product is worth buying, should be given. The selling
points should be emphasized and claims should be substantiated by facts, figures,
testimonials, guarantees and logic.
Closing : The reader should be motivated to act and add special inducements to get
a quick response. The letter should be closed with a goodwill expression.
Opening : The letter opens with an attention catching statement, builds the interest of the
reader, shows the worth of the product/service, focuses on reader benefits and motivates action.
• Special offers
o If you do not get it within half an hour, you will get it free.
o Most cars give you a free audio system. We will give you a car FREE with our audio system.
• Product feature
• Stimulating question
o Wondering which way to go after the exams? NIIT invites you to Careerspace.
o Are you with the (right) agency?
• Startling statements
o Shirts that are a breath of fresh air. Literally.
o Making cars that last longer is care for our customers. Making the world last forever Is care for our children. Our cars are
better built so that our world stays well-built.
• Facts
o Panasonic makes your life a little more colourful. Panasonic presents the world’s smallest colour phone.
• Special appeals
o Be a proud owner of a Hilkon air conditioner designed for your room on your budget.
• Prizes
o Buy an LG product. Win prizes worth over 50 crore rupees.
• Promises
o Now look up to global education standards and turn your vision into reality.
• Quotations/Proverbs
o Good health is not just felt, it shows.
• Persuasive suggestions
o Enhance your career in Software Engineering with a Masters Degree from Carnegie Mellon University, USA.
Body: The body of a sales letter should contain information that builds the interest
of the reader in the product / service and convinces him or her that the product is
worth buying. Key features of the product may be included and the selling points
emphasized, convincing the customer that the product is worth buying by giving
facts, figures, testimonials, guarantees and logic ( free trials , free samples).
Closing : This is the most important part of the sales letter because it motivates the
reader to act. It should tell the reader what s/he should do, giving specific
instructions and providing some special inducements to get a quick response ( like
incentives for early birds, limited offers, deadline, special bargain offer).
• Job Application Letter:
Also called a cover letter, is written to apply for a specific position. It persuades the
reader to believe in his/her suitability for a particular position. It serves several specific
purposes:
i. Introduces the applicant to the hiring organization
ii. Introduces the applicant’s resume
iii. Highlights the applicant’s positive personal traits and achievements
iv. Shows how the applicants special talents will benefit the organization
v. Emphasizes how the applicant is right for the job by matching the requirements of the job with
his/her qualifications
vi. Asks for an opportunity to be interviewed by the organization.
Writing a job application letter may involve a careful self-analysis. The applicant should
evaluate his/her academic and professional qualifications, learned and intuitive skills,
special traits and strengths, experiences and career goals and interests. Moreover, s/he
will have to research the company or organization to know their needs so that he can
match his personal strengths to employers’ needs and job requirements.
A letter of application should be organized very tactfully because the reader is under no
obligation to call the applicant for an interview.
The key elements in an application letter are:
i. Gaining the reader’s attention
ii. Building the reader’s interest in the applicant’s candidature
iii. Convincing the reader that the applicant is the best candidate
iv. Motivating the reader to act.

Opening : should open with an attention catching statement that could be a

reference to the source of information, the applicant’s credentials, a reference to a
particular person for a solicited job, a startling statement, a stimulating question or
an expression of appreciation for unsolicited jobs.
Body : significant information about the applicant’s qualifications should be given
to build the interest of the reader in the applicant and to convince him/her that
the applicant is worth-hiring. A summary of the applicant’s qualifications,
professional training and experiences, highlighting his/her strengths, assets and
skills should be presented. The applicant should relate his/her qualifications and
experiences to the needs of the employer.
Closing : the applicant has to conclude the letter by motivating the reader to
contact him/her. The reader should be told how s/he can get in touch with the
applicant and a formal interview should be requested. In order to persuade the
reader to act, key career points should be emphasized and all claims should be
substantiated by facts, figures, testimonials, guarantees and logic.
 Business Proposals
A proposal is a systematic, factual, formal and persuasive description of a course of
action or set of recommendations or suggestions.
A proposal is a method of persuading people to agree to the writer’s view or
accept his suggestions. It is written for a specific audience to meet a specific need.
The main objective of a proposal is to persuade the reader to accept the proposed
course of action, it explains and justifies what it proposes.
Engineers, scientists, researchers, business executives, managers and
administrators have to write proposals in order to initiate new projects, provide
fresh ideas, alter a procedure, solve problems, find answers to questions, offer
advice or reinforce and prompt innovative strategies.
Diverse purposes of proposals:
• To construct parking slots, buildings, bridges, highways
• To sell property, such as buildings, machines, airplanes
• To survey areas for possible water resources
• to modernize the office procedures of a company
Submitting a proposal is usually the first step in going ahead with a new project.
Whether an agency needs to be persuaded to work on a project, a business deal
has to be initiated with a company or a potential customer needs to be persuaded
to purchase goods/services, a proposal may need to be submitted first. The
proposal may be accepted or rejected depending on how it effectively it responds
to the needs of the situation/problem or the institution/company for whom the
proposal is prepared.
It is important that the proposal convinces the reader/s that the proposed course
of action will lead to future benefits by showing an understanding of reader’s
needs and offering a viable way to fulfill those needs.
Types of Proposals:
Proposals can be classified as:
• According to structure – Non-formal and Formal
• According to the nature of its audience – Internal and External
• According to the source of origin – Solicited and Unsolicited
• Non-formal and Formal Proposals:
Non-formal Formal
Short Long
Brief description of suggestions or recommendations Elaborate description and discussion
Written to initiate small projects Written to initiate big projects
Use of printed forms, letter formats or memo formats Consist of several sections and sub-sections and can vary from
a few pages to hundreds of pages

• Internal and External Proposals:

Internal External
Addressed to readers within an organization Communicated to people outside an organization
May offer to study a problem, situation, condition, or May offer a plan to solve a problem or situation of another
issue in the company or organization, different options organization, give appropriate suggestions and recommendations
for solving it
Are less formal and elaborate Are more formal, detailed and elaborate
Example : proposing plan to increase the sales of a Example : Research proposal submitted by an academic institution in
company India to a multinational company in Germany.
• Solicited and Unsolicited Proposals:
Solicited Unsolicited
Written in response to a specific request from a client Are written without any request for a proposal
Companies, government agencies, institutions and consultancy Self initiated research and business projects involve unsolicited
organizations solicit proposals for their projects proposals
They want the best people to take their projects; specify their As they intend to propose solutions or recommendations, they
requirements and their conditions are based on an objective assessment of a situation or
condition by an individual or firm

Structure of Business Proposals:

The structure of a formal proposal is similar to that of a formal report. Following
are the parts of a formal proposal:
1) Title Page
The title page contains the title of the proposal, the name of the person or
organization to whom the proposal is being submitted, the name of the proposal
writer, and the date.
 A Proposal on
Submitted to
Submitted by
Date

Fig: Structure of Title Page

2) Table of Contents
This section provides the reader an overall view of the proposal by listing the main
headings and sub-headings in the proposal, with their page numbers.
Abstract 1
1. Background 2
2. Introduction 2
3. Statement of problem 3
4.Proposed plan and schedule 5
5. Recommendations 7
6. Conclusions 8
Appendices 10

Fig. Structure of Table of Contents

3) List of Figures:
This section includes a list of tables, graphs, figures and charts used in the
proposal, with their page numbers.
Figure 1 --------------------------caption / lable of the figure------- 1
Figure 2 ------------------------------------------------------------------------ 2
Figure 3 ------------------------------------------------------------------------- 5
Figure 4 -------------------------------------------------------------------------- 8
Figure 5 -------------------------------------------------------------------------- 9
Figure 6 -------------------------------------------------------------------------- 9

Fig. Structure of List of Figures

4) Abstract or Summary
An abstract or summary is the condensed version of the proposal as it summarizes
and highlights its major parts.
5) Methodology
The section on methodology summarizes the proposed methods of data collection
and the procedure for investigating the situation / problem.
6) Introduction
This section introduces the readers to the proposal. It gives the background, states
the purpose, and discusses the scope. It may also try to persuade readers by
highlighting the major advantages and justifying the proposed course of action.
7) Statement of the problem
This section contains an objective description of the problem or situation that the
proposal intends to address. As it links the proposed course of action to the needs
of the reader and the requirements of the situation, it gives credibility to the
proposal and makes it convincing and acceptable.
8) Proposed Plan and Schedule
This section presents a schedule of activities, highlighting the main course of action.
9) Advantages / Disadvantages
This section reinforces that the proposal has more advantages than disadvantages by
making realistic comparisons. It links benefits to the needs of the situation.
10) Recommendations / Proposed Solutions
This is the main section of a proposal as it discusses the plan to solve the problem. It is
the most persuasive section of a proposal. It is usually the longest section of a proposal
and is logically structured into small manageable sub-sections with suitable headings.
11) Conclusion
This section presents the final summary of the proposal and focuses on the main points,
and the key benefits. It influences readers with a final appeal.
12) Appendices
Secondary materials ( textbooks, magazines, articles, book reviews, commentaries) are
put as appendices in a proposal. This maintains continuity of logical progression and
avoids distractions in the main text of the proposal.