Effective Ways

for Business Writing

1. Basic etiquette: general business writing

• Be concise and to the point

– I have received your letter of the 15th day of this month.
– Thank you for your letter, dated November 15th.

• Active vs. passive

– Your order will be processed today. (formal)
– I will process your order today. (personal)

• Follow the tone of the sender’s message

– Formal / informal
1. Basic etiquette: business e-mails

• Read and reply within 24 hours

• Do not write only in CAPITALS

• Avoid too many fancy details:

underline and italics

• Try not to use abbreviations:

OMG, TC
• Take care with emoticons: *^^* 
2. Structure, layout and style: general business writing

Contact info: Yours followed by the receiver’s

Salutations

• Dear Sir or Madam

• Attention: Mr. Simon

Opening: State the purpose

• As you requested,
• Per your request,
• I am writing about…
2. Structure, layout and style: business e-mail

Subject: Use a meaningful key word

Salutations

• Dear Sir or Madam

• Dear John

Opening: State the purpose

• I am writing to ask about

• I am interested in learning more about
• I am afraid we have a small problem.
2. Structure, layout and style: all business writing

Body : Give details

• With reference to your phone call this morning

• Use short paragraphs

– Long paragraphs are not going to be read.
• Use blank lines between each paragraph
• When making points, number them or mark each point
as separate
2. Structure, layout and style: general business writing

Closing: Talk about future actions

• I look forward to hearing from you soon.

• I look forward to discussing these issues further.

Signature

• Yours faithfully,
• Sincerely yours,
2. Structure, layout and style: business e-mail

Closing: Talk about future actions

• Please contact me again if I can be of any assistance.

• I look forward to hearing from you soon.

Attachment

• Please find attached the report you requested.

• Sorry, I forgot to attach the file(on my previous e-mail).

Signature
3. Sample e-mails: Saying no politely (1)

Subject: Hi

To Hank,

What’s up? The weather is so nice. I hope your

business will prosper.

You said I should work on a new project. I can’t do

that. I have too much work to do.

Anyway, how is your wife doing?

Reply to me soon – Byong Min

3. Sample e-mails: Saying no politely (2)

Subject: New project

Dear Hank,

Thank you for considering me for the new project.

Unfortunately, my current workload is too high for me to
start another project.

Again, thank you for your consideration and I hope I will

be able to work with you on another occasion.

Best regards,
Byong Min
3. Sample e-mails: Meeting notice (1)

Everyone!

You remember next week’s meeting. Everyone must

be at the meeting. If you cannot go, let me know.

It will be on Monday, November 16th. Time is 1. Place is

the conference room.

You have to come!

Jong Hee
3. Sample e-mails: Meeting notice (2)

Deal all,

The next Marketing Meeting will be held in the Conference Room at

1300 hours on Monday, 16 November.

Follow-up items from our last meeting are:

- New Brochure (Kevin Park)
- Annual Dinner with Customers (Mandy Kim)

If you wish to add any further items to the agenda, please let me
know before 8 November.

Yours sincerely,
Jong Hee
3. Sample e-mails: Out of the office notice (1)

Subject: Vacation

Hi,

I am going on a vacation. But you can still contact

Young Hee Kim.

If you want, you can send me e-mails. I will check them

when I get back.

Cheers,
Henry
3. Sample e-mails: Our of the office notice (2)

Subject: Out of the office: July 6 - 12

Hi Sam,

I hope everything is well with you. I’m writing to let

you know that I’ll be out of town on a vacation from
July 6 thru 12.

Young Hee Kim will sit in for me while I’m away. You
can find her e-mail address on the CC line.

If you need to contact me directly, please call me on my

cell at (000) XXX – XXXX.
3. Sample e-mails: Congratulations (1)

Subject: Congratulation

Dear Rick,

Congratulations on the promotion. Good job!

Treat me to lunch sometime!

Sincerely,
Juhee Kim
3. Sample e-mails: Congratulations (2)

Subject: Congratulations

Dear Rick,

Congratulations on your promotion! It is a great

accomplishment and I’m sure your team will totally
benefit from your expertise.

Congratulations again and let me treat you to lunch or

dinner sometime!

Take care,
Juhee Kim
3. Sample e-mails: Setting up a meeting (1)

Subject: Meeting

Harry,

I heard you wanted to have a meeting. Let’s make a

schedule this Thursday.

Time is up to you but I prefer morning time.

Thank you.
Hyunji
3. Sample e-mails: Setting up a meeting (2)

Subject: Meeting

Harry,

Ken told me that you wanted to set up a 1 hour meeting

with me. Would this Thursday (26th) work for you?

If so, please let me know what time would be convenient

for you. I would personally prefer to have the meeting in
the morning, but my schedule is quite flexible in the
afternoon on that day, too.

Hope to hear from you soon,

Hyunji
4. Sample business letters: Inquiry

Dear _______,

I am writing to inquire about your office furniture line.

 
We are expanding our office in Seoul and we will need
extra desks, chairs and filing cabinets. Could you please
send me your catalog with prices, sizes and colors for
those items?
 
Yours faithfully,
4. Sample business letters: Reply to the inquiry

Dear _______,

Thank you for your inquiry. I am sending a catalog to you today

which shows details of office supplies we offer.
 
You can also see our entire products on our website at
www.furnitureline.com. We offer a 5% discount for orders made
through our website.
 
Please contact me if you have any questions.
 
Yours sincerely,
John Cho
Sales Executive
4. Sample business letters: Apology

Dear _______,

I am writing in regards to your order for office furniture.

 
I regret to inform you that we are unable to deliver the desks on
time. This is as a result of problems at our supplier’s factory. We
have the desks on pages 37 and 38 of our catalog in stock, however,
in three different colors (brown, black, and white).
 
With regard to the chairs and filing cabinets, we will deliver the
goods before 13 November, as agreed.
 
With apologies, 
Yours sincerely,
John Cho
Sales Executive
5. Other business letters: Accepting an invitation

Dear _______,

Thank you for your invitation for the forthcoming event.

The theme is certainly innovative and groundbreaking,
and it would be an honor to be a part of this exciting
event.

Please find my acceptance note enclosed. If any other

information is required, do not hesitate to reach me at
my office.

Thank you again for the invitation.

Sincerely,
5. Other business letters: Thank you

Dear _______,

Thank you for all the assistance you have provided me

during our recent project.

I appreciate the information and advice you have given,

as well as the knowledge you have shared with me. Your
expertise and help have been invaluable during this
process.

Again, thank you so much. I sincerely appreciate your

generosity.

Best Regards,
6. Proofreading

Format

• Times New Roman, 12 point or Arial, 11 point

• Double space between paragraphs (press Enter twice)
• No indentation necessary

Content

• Subject: Is it brief and informational?

• Tone: formal / informal
• Salutation: Is it appropriate?
• Purpose / details / future actions
6. Proofreading

Accuracy

• Capitalization
mr yang’s visit  Mr. Yang’s visit

• Punctuation
Before going to the airport I will stop by the office.
Before going to the airport, I will stop by the office.

• Spelling: Spell names correctly!

• Articles: the, a/an

I will have contract ready by the next week.
Four Types of
Business Letters
 Two Letter Techniques:
Direct vs. Indirect
Best for: Best for:
•Good news •Bad news
•Non-emotional issues •Less direct readers (some international)
•Audiences that prefer a straightforward •Sensitive situations
approach •Issues that need explaining

Introduction: Introduction:
•Establishes a reason for writing •Acts as a buffer with a positive or
•Presents main idea neutral statement
•Compliments the readers, agrees,
Body: appreciates, thanks, and more
•Provides and explains details

Body:
•Explains situation first
Conclusion: •Leads up to the point/issue
•Reminds of any deadlines •States point/issue
•Presents call for action •If possible, links bad news with benefits
•Looks to future •Does not place blame

Conclusion:
•Does not apologize
•Gracious closing
Tips For Business Letters
• Think of them as mainly persuasive documents
• Write a reader-orientated document not a
writer-oriented document
• Be respectful
Inquiry Letters
Purpose: Ask for information
• State clearly what information you are requesting and why
• Write specific, concise, to the point questions that are both
easy to understand and easy to answer
– Use bullets to highlight the questions
– Leave space for the readers to answer the questions
– Attach a questionnaire if you have more than 5 questions
• Specify when you need the answers by
• Thank the reader
Special Request Letters
Purpose: Make a special demand
• State clearly who you are and why you are writing
• Convince the reader to help
• Show you are hard working
• Discuss your reason for the request
• Show you understand the situation and have done research
• Discuss why the person you are writing to is the best person to help
• Write specific, concise, to the point questions that are both easy to
understand and easy to answer
– Use bullets to highlight the questions
– Leave space for the readers to answer the questions
– Attach a questionnaire if you have more than 5 questions
• Specify when you need the answers by
• Thank the reader
• Offer the reader a copy of the report or results
• Ask for necessary permissions
Sales Letters
Purpose: to persuade the readers to “buy” a product, service,
idea, or point of view
• Grab the reader’s attention
• Highlight the product’s appeal
• Show the product's use
• Conclude with a request for action (buy it!)
• Appeal to the reader with reader-centered issues (health,
convenience, service, saving money…)
• Use concrete words and colorful verbs
• Be ethical and truthful
• Don’t brag or go on
Customer Relations Letters
Purpose: establish and maintain good
relationships with the customers
• Be diplomatic
• Be persuasive
• Write from and understand the reader’s
perspective
• There are several types…
Claim Letters: A Type of Customer Relations Letter
Purpose: Express a complaint and request specific action (must
have both)
• Choose a direct or indirect approach
– Direct is best for routine claim letters: claim is backed by guarantee,
warrantee, contract, reputation, or more
– Indirect is best for arguable claim letters: when the claim is debatable
or unusual
• Use a professional, rational, if possible positive, tone, and not
a hostile, negative, and/or emotional tone
• Clearly describe product or service with necessary details
• Explain the problem with details
• Propose a fair, precise, and appropriate request/adjustment
• Present an explicit deadline
Adjustment Letters: A Type of Customer Relations
Letter

Purpose: Respond to claim letter with solution

• Work to reconcile the situation and restore the
customer's trust in your company
• “Be prompt, courteous, and decisive”
• Use a positive or neutral tone without taking
full blame
• Two types: “Yes” or “No”
“Yes” Adjustment Letters
• Start with an apology and admit claim is
justified
• Quickly present favorable news
• Specifically state how you are correcting the
problem
• Explain what happened and why
• Conclude with a friendly, positive note
“No” Adjustment Letters
• Use an indirect approach
• “Thank the customer for writing”
• Restate the customer’s problem
• Explain what happened and why without placing
blame
• Clearly state discussion without hedging
• Link “no” to benefits
• Conclude with concise gracious statement to (leave)
open the door to future business
Enjoy writing ! !