Academy of Journalism and Communication Faculty of Foreign Languages

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UNIT 1.2: BUSINESS CORRESPONDENCE

Business correspondence should get across the message in a direct, clear and
natural way. In contrast to informal writing, one should avoid using slang and
casual language, clichés, short forms and abbreviations. The writer should avoid
overly formal and rigid language too. The letter should be logically structured and
organized. The layout of a formal letter follows basically the same order (Ashley,
1990; Bond, 2005).

1. ESSENTIAL PARTS OF A BUSINESS LETTER

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 The heading: A business letter, unlike a friendly letter must have a heading.
The heading should include a street address, city, state, ZIP code and the date.
Your address should be at the top of the letter or in the right-hand corner. The
house number goes first, then street. Do not mention your name.
2342
B. 54th Street
Sussex,
C. NB E4C 1T0
June 26, 1999

The date is usually on the right below sender’s address. sender`s address.

U.S.: 8.20.2011 U.K.: 20.8.2011 (20th August 2011)

Other ways: August 20th 2011 20 August 2011 August 20, 2011
Avoid writing 2/5/2011 (means 2nd May in the U.K. and 5th Feb. in the U.S.)
 The inside (receiver’s) name and address are written on the left and may
be in a block form. Always write a proper title before the name (Mr. or Ms.).
If you use a title after a person`s name, do not use one before the name (Ken
Hovind, M.D. or Mr. Ken Hovind).
2342
D. 54th Street
Sussex, NB E3C 1T0
E.
June 26, 20—

Mr.
F. Jack Humphries
President
G.
Allied Trucking Limited
H.
22 Provincial Avenue
I. Capital City, NB E2B

 The attention line and salutation: You can include the receiver`s name and
position in an attention line (For the attention of the PR Manager), below
which you can continue with salutation. If you do know the name, use:
U.S. : Dear Mr. Green, Dear Ms. Green, Dear Dr. Green,
U.K. : Dear Mr Green, Dear Ms Green, Dear Dr Green,
When you do not know the name or sex of the person you are writing to.
Sir/Madam: For official and formal correspondence

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Dear Sir/Madam: For addressing an individual

Dear Sir/Dear Madam: For addressing a firm or company.
U.K.: Dear Gentlemen
U.S.: Dear Customer Service Representative
English usage places no fullstop after Mr, Ms, Dr. Both, English and American,
use comma after the greeting. If a letter is intended for more than one person, use
plural form:
Dear Professors Hovind and Green,
Dear Professor Hovind and Professor Green,

 The body of the letter may be indented or blocked. It is usual to use block form
and leave a line space between paragraphs in the body. In any case, be consistent
with the style you choose.
 Complimentary close is the letter-ending. It depends on salutation. If you
start with Dear Sir or Madam etc., finish with Yours faithfully. If you begin
with a person’s name (Dear Dr Green) close with Yours sincerely, or
Sincerely yours, The comma after complimentary close is optional.
U.S.: Yours truly, Truly yours, Sincerely, Best regards
U.K.: Best wishes, Kind regards

Old-fashioned phrases to be avoided: Respectfully yours,

We remain yours faithfully,

Yours truly,

Christina Sharp
(Ashley, 1990; Bond, 2005)

 The signature is below complimentary close, usually in black or blue ink and
above your typed name. Do not include your title in written signature, only after
your typed name below the signature.
(signature)
Ken Hovind
Sales Manager
Second Page
Most letters should be kept short and concise, but if a second page is required,

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arrange the body so that at least two of its lines appear on the second page. This
second page should also have a heading that contains the recipient’s name, the
page number, and the date on which the letter was prepared.

Ms. J. Spencer
Page 2
March 12, 199

(Ashley,1990; Bond, 2005)

2. PUNCTUATION STYLES

The most common punctuation style in business letters is called open punctuation.
It is easy to remember because no punctuation at all is required in the heading,
inside address, salutation or closing.

Some offices prefer mixed punctuation. If you are using this style, the only
punctuation is a colon after the salutation and a comma after the complimentary
close. The sample block format letter is written with mixed punctuation.

An older style of punctuation is occasionally seen. It is called closed

punctuation. Closed punctuation requires a comma after each item in the heading
and inside address, a period after the last item in the heading and inside address, a
colon after the salutation, a comma after the complimentary closing. Closed
punctuation is shown in the modified block format letter above.

Most organizations have a policy about which format and punctuation style will be
used on company correspondence. Of course, you will follow company guidelines,
but if you have a choice, you may use any of the three formats combined with any
of the three punctuation styles

Task: Below is a formal letter. You must decide which of the phrases in bold
you think are most appropriate and adjust the letter to make it suitable.

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My Name
My Road
My Town
Dear Mr Sexton,

I thought I’d write/ I am writing to complain

about the state of the yard/condition of the
playground. Over the last two weeks, I have
noticed loads of rubbish/a great deal of litter.

I reckon/It is my opinion that this litter is a health

hazard. For example, yesterday a year 4 boy fell over
and cut his hand on a broken bottle. The boy I’m
talking about/The boy in question needed four
stitches.

Furthermore/On top of this, the litter is an eyesore.

Our school has beautiful views of the river and these
are wrecked/spoiled by the litter.

I believe/I reckon that there are a load of things/a

number of things that you could do to fix/rectify
this problem. Firstly, it may be possible for you/you
could purchase additional litterbins. This would help
stop/prevent people discarding their litter
recklessly/willy-nilly.

What’s more/In addition, I think that our school

needs better/more adequate security to prevent

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vandals littering.

To finish/In conclusion, I hope you will take my

concerns seriously and I look forward to your
reply/you writing back to me.

Yours Sincerely/Yours Faithfully

Name

3. BUSINESS LETTER FORMATS

The format for a business letter also differs from that of a personal letter. You will
learn three acceptable formats for business letters: full block, block and modified
block.

 FULL BLOCK FORMAT

Full block format is the most common format in use today, perhaps because it is
the easiest to remember and it is well suited to the way a word processor works.
Every line begins at the left margin, the return address, complimentary closing,
signature, and even the first line of each paragraph. Paragraphs are separated by a
double space (Ashley,1990; Bond, 2005).
123 Centre Street
Yorkton, NS B4T 1Y9
February 21, 2005

John Clancy
Personnel Manager
Greenbay Publishers Inc.
99 Hollingshead Road
Fredericton, NB
E3B 2C3

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Dear Mr. Clancy

We are pleased to _________________________________________

________________________________________________________
_____________________________your account..

In addition,________________________________________________
_________________________________________________________
_____________the work.

It would be our pleasure______________________________________

_________________________________contact us.

Yours truly

Shirley Paterson
Director of Research

 BLOCK FORMAT

Block format is a style of organizing parts of a letter that is seen frequently in

business correspondence today. It is similar to full block, except that the heading,
complimentary closing, and signature are placed to the right of the centre line of
the letter. The spacing between parts remains the same (Ashley,1990; Bond, 2005).
9 Parker Lane
Westhill, PE C4K
1Y0
March 16, 2002
Phil Smith
222 Victoria Avenue
Moncton, NB E2C 1P9

Dear Phil:
This is just_____________________________________________
_______________________.

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I am sure ________________________________________________
________________________________________________________
______________________.
Thank you for _______________________.

Sincerely,

Martha Mason
Martha Mason

 MODIFIED BLOCK
Modified block was very popular a few years ago, but it is not used too often
today in the business. It is, however, a good format to use when you are writing a
letter by hand. It is exactly the same as the block format except that the first line
of each paragraph, like that of a friendly letter, is indented at least five spaces
(Ashley,1990; Bond, 2005).
16 McNab Crescent,
Hampton, NB E4D
2G0,
June 1, 1999.
John Doyle,
Public Works Department,
Town of Hampton,
Box 119,
Hampton, NB E3D 2Y7.

Dear John:
I represent ___________________________________________
________________________
We are ______________________________________________
__________________________________________________________
_______________________________
Please contact us______________________________________
______________________________________________________

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Yours truly,

Fred Bacon

Fred Bacon

4. TYPES OF BUSINESS LETTERS

Business letters can be classified according to their purpose. Business writing

changes regularly, so it is important to make sure you using current conventions.

 LETTERS OF INQUIRY AND REQUEST

A large number of business letters are written to ask questions and make requests.
As a result, an almost equal number of letters are prepared to respond to these. In
fact, a letter of request or inquiry may be the start of a cycle of letters that go back
and forth between two people or two organizations.

These kinds of letters need the recipient to respond, it is important to write them
in such a way that you get a favorable response.

At first, letters of request may look easy, but they require the same kind of
thought, planning, and revision as any good composition. If your question is
worded vaguely, the reader may have to guess what you want. If you ask too
forcefully for something, the reader may be offended and ignore your letter
completely or put off doing anything about it. The purpose of this kind of letter is
to get someone, whom you probably don’t know, to do you a favour. Often in
cases like these, stating the reason for your request or showing how the recipient
can benefit from it can be persuasive. A successful request letter, therefore,
demands good clear questions and a polite, persuasive tone. If you have several
questions, it is acceptable to present them in a numbered list.
M/s Acron Electricals
22/c, Main Road
Darya Ganj, New Delhi-2

July 27,2002

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M/s Bharat Fans

Bharat Complex
Hyderabad
Industrial Estate
Hyderabad -
500032
Dear Sir,
We are dealing in retail trade of electrical appliances. We would be interested in
selling your product, Bharat Fans through our retail showroom.
Could you, therefore, send us your quotations and let us know the terms and
conditions of payment.
Thanking you,
Yours faithfully,
For M/s Acron Electricals Sd/-(A.B.Kumar)

Partner.
Useful Language
Opening remarks:
- I am writing to inquire about/in connection with
To introduce first request:
- Could you possibly send
- I would be grateful if you could
- Would it be possible for you to tell/send me
- I would appreciate some information about
To introduce further request:
- Could you also please send me
- Another matter I need information on is
- I would also like some information on
Closing Remarks:
- I look forward to receiving
- I would appreciate it if you could
(Ashley,1990; Bond, 2005)
 ORDER LETTERS
M/s Acron Electricals
22/c, Main Road
Darya Ganj, New Delhi-2

August 10,2002
M/s Bharat Fans

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Bharat Complex
Hyderabad
500032
Dear Sir,
Many thanks for your prompt reply to our enquiry letter of July 27, 2002. As we
find your prices and terms quite reasonable, we wish to place a trial order as per the
list enclosed.
As pointed out in our enquiry letter, quality is important. Should the goods meet our
expectations, substantial orders will follow.
Payment will be made within the time limit prescribed in your quotation letter.

Thanking You,
Yours faithfully,
For M/s Acron Electricals Sd/-(A.B.Kumar)

Partner.
Encl: Order List
Many business letters are written to order goods from a supplier. The purpose is clear.
The writer wants to buy specific items. The audience requires clear information about
the specific product, the method of payment, and how and where they should be sent,
and any deadlines that apply. Each circumstance is different but a basic order letter
should look like the one on the following page.

In any business letters, it is effective and acceptable to present some of the

information in a numbered list. This allows the recipient to use the letter as a
checklist to make sure that he/she has filled your order correctly

Planning your order letter is important so that you have all the information you need
at hand before you begin to write.

(Ashley,1990; Bond, 2005; Geffner, 2007)

 LETTERS OF COMPLAINT
One of the most useful kinds of business letters is the letter of complaint. The best
complaint letters do not sound complaining or angry. Even though you may be
upset and frustrated by the time you decide you need to write a letter, abuse and
insults will certainly mean that your problem will go to the bottom of the pile and

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may even be ignored altogether. A good complaint letter states your problem
calmly and if possible suggests a reason why it is in the company’s best interest to
deal positively with your situation.

Your letter should be firm and well thought out. In addition, it should contain all the
information needed to support your case effectively. You should assume that the
company will do the right thing. Most importantly, you need to state clearly what
you expect to be done to remedy the situation. Although each letter will vary, the
following is a good pattern.

1. Identify the fault item, including model number, part names, dates, sizes, etc.
Often it is good to enclose a photocopy of the bill.

2. Explain logically and clearly what the problem is. Do not express an opinion
about why the problem occurred, if you have no way of knowing.

3. State specifically what you expect to be done to correct the problem to your
satisfaction. Include contact phone number and deadlines, if appropriate.
Useful Language
Opening Remarks:
- I am writing to complain about/regarding/on account of/because of/on the
subject of...
- I am writing to draw your attention to...
- I am writing in connection with...
- I am writing to express my strong dissatisfaction with...
- I am afraid to say I have numbers of complaints about...
- I am sorry to say that I was very disappointed with...
- I was appalled at...
- I feel I must protest/complain about...
Useful phrases:
- We ought to discuss the matter...
- To make matters worse...
- I was very disappointed to find that...
- I would be grateful if you could...
- I should have been informed that...
- The first problem was... Another problem was... The most visible problem...
- I hope you will understand that I was very dissatisfied...

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- I believe you can appreciate how disappointed I was when...

Linking words:
- Even though, however, furthermore, firstly, finally etc.
Closing Remarks:
- I would like to hear your explanation for the above problems...
- I would therefore be grateful if you could give me a full refund...
- I would like a full refund as soon as possible...
- I would like to have all or part of my money refunded...
- I am not satisfied with...
- I hope/assume you will replace...
- I trust the situation will improve...
- I hope the matter will be resolved...
- I hope we can sort this matter out amicably
- I look forward to hearing from you in your earliest convenience to offer me a
complete refund
- I feel I am entitled to a partial refund in addition to an apology for the
inconvenience caused
- I insist you replace the item at once...
- I look forward to hearing your early reply
- I look forward to receiving a prompt reply
(Ashley,1990; Bond, 2005; Geffner, 2007; Sandle & Keefe, 2004)

 LETTERS OF APOLOGY
A letter of apology can be either formal or informal. It can be written when
someone has made a mistake, has failed to perform a duty or is not able to fulfill a

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promise. The main body contains reasons for the inconvenience caused. In the final
paragraph you can express your hope to improve the situation or promise to make
up for any problems that have been caused (Geffner, 2007; Sandle & Keefe, 2004).

Useful Language
Opening Remarks:
- I am writing to apologise for...
- I must apologise for...
- Please accept my sincerest apologies for...
- How can I apologise enough for...
- I must apologise profusely...
Closing Remarks:
- Once again, sincerest apologies for...
- I hope you will accept my apologies...
- I hope my apologies will be/are accepted...

PRACTICAL EXERCISES

Exercise 1: Write the following words and phrases in the corresponding place:

Regards, It was great to hear from you.

Hi Sarah,* We look forward to hearing from you.

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