Lannon, Chapter 17

  CHAPTER 17: WORKPLACE LETTERS

Letters are more formal and personal then email or memos. Using proper tone is a big deal for letters because they are often for persuasive purposes.

Element of  Usable Letters

basic components of a letter:
- heading and date
         return address
         city, state zip
         date
-inside address
          name of recipient
          work place
          address
          city state zip
- salutation: show proper respect for their accomplishments- include title
           dear [insert title name]
- body text: begin 2 lines below salutation.
             (1) intro paragraph (purpose and connection)
             (2) discussion paragraphs (details)
             (3) concluding paragraph
- complimentary closing: 2 lines after last text line, align with heading
-signature: type full name and title 4-5 lines below, sign between closing and typed name if for your
       company place company name under closing then sign.

Specialized Parts of Letters:
- attention line: if name of recipient is unknown or if addressed to specific dept or position; 2 lines
        below address
-subject line: if they are not expecting letter
- typist's initials- if someone else typed letter for you [LM/vs]
- enclosure notation: if other documents are included [Enclosures 4]
- distribution notation: if other copies of letter to others indicated by [Copy/cc]
- Postscript: adds personal note, 2 lines below any notation

Design Features:
-letter format: may be specific for company
-word-processing templates: make sure the template is appropriate
-quality stationery: [high quality, 20-lb bond, 8.5"x11" white, with at least 25% fiber]
-uniform margins and spacing: 1.5" on top, side/bottom 1-1.5"
- headers for subsequent pages: additional pages [recipient, date, page number]
-the envelope: standard letter writing techniques

Interpersonal Consideration in Workplace Letters
accessible, inviting design- focus your letter on the interests of the recipient. Don't be rude, and use plain english, keep it concise. Create a connection with your reader, and anticipate their reactions. debate whether the recipient will prefer a direct or indirect letter.

Conveying Bad or Unwelcome News
You will, at some point, be the bearer of bad news. You must be persuasive and courteous, so that your reader will accept your findings.  

Inquiry Letters
Solicited or unsolicited. You are imposing upon the recipient to take time out of their day to read your letter, research, and respond, so apologize for the imposition, appreciation, and propose a reasonable request. If you have too many questions, or they are too in depth ask for an interview. 
-choosing your medium: you are asking for a favor, consider which medium will be best accepted.
- telephone and email inquiries: unsolicited interviews can be informative and helpful, but may be seen as unwelcome and irritating. Letters are always a good introduction to get a positive response.

Claim Letters
Letters used to address and request a solution to a problem or mistake.
-Routine Claims: straightforward because backed by guarantee or contract.
-Arguable Claims: persuading the recipient to grant your claim.

Adjustment Letters
most companies will make a reasonable claim how ever the adjustment should be refused if it is unreasonable.
-Granting Adjustments: keep customers satisfied
     good news
     what went wrong-correction
     never blame employees as scapegoats
     do not promise problem won't recur
      end positively
-Refusing Adjustments:
      indirect organizational plan
      make the refusal clearly
      avoid patronizing or accusing
      close courteously and positively