TOPIC 7

BUSINESS LETTER
You may use the seven steps outlined in Figure 6.2 as a checklist for writing good business letters.

TYPES OF BUSINESS LETTER (REVIEW TOPIC 2)

GOOD NEWS
In most cases, we present information in a direct manner for “good news” and
“neutral” business letters.
Generally, the contents of a “good news” letter follow this order:
Identify the purpose of the letter in the subject line or opening paragraph;
 Place the good news in the opening paragraph;
State the details that support the good news in the middle paragraphs; and
Close with a statement of goodwill.
BAD NEWS
1. Refuse credit
2. Refuse a request
3. Decline an invitation to speak at a function
4. Notify an unsuccessful job applicant
5. Explain inability to fulfil an order
Open with a courteous opening
• Explain the situation fully;
• State the bad news; and
• Close with a positive paragraph

TOPIC 8
MEMOS,EMAIL & FAXES
8.1. Memorandum: A memo - or memorandum - is a form of written business communication. Memos are
circulated within a company, and rarely go out to clients. However, a government department may use memos to
communicate with other government departments or authorities.
A memo may communicate information, explain new procedures, announce changes, make requests, confirm
results or offer advice.
8.1.1. Advantages of a Memo
A memo has several advantages:
(a) The same message is communicated accurately to many people at the same time;
(b) It takes little time to construct because it is informal yet provides a written record for filing and reference;
(c) It allows the writer to convey detailed or difficult information logically; and
(d) It indicates, by the company's letterhead, that it is an internal piece of communication and part of company
procedure.
8.1.2. Parts of a Memo
A memo comprises the following parts:
- Heading (To, From, Date, Subject);
- Body (written in short paragraphs, blocked to the left margin);
- Reference initials (optional); and
- Attachment notation.
8.1.3. Distribution List
This is a list comprising the names of people to whom the memo will be sent. It is used when a memo is sent to a
group rather than an individual.
8.2. Types of Memo
1. Directive Memo: A directive memo states a policy or procedure that you want your co workers to follow. The
body of the memo starts with a clear, concise sentence that states the purpose of the memo, for example: The
purpose of this memo is to let all members of the ABC department know that doughnuts will be provided every
Friday morning at 8am.
2. Response Memo: The response memo responds to a request for information. It comprises four parts - the
purpose statement, summary, discussion and action.
3. Trip Report Memo: This is usually sent to a supervisor after an employee returns from a business trip. It
follows the same format as the response memo.
4. Field Report Memo: A field report memo highlights a problem and reports on the procedures taken to resolve
the problem. It has the following sub-sections - purpose, summary, problem leading to the decision to perform the
procedure, methods, results, conclusions and recommendations.
5. Transmittal Memo: This is the first document in a report package. The functions of the transmittal memo
include announcing the release of a report (giving the date, by whom the report was authorized and the general
purpose of the report). It also summarizes conclusions and recommendations, credits the project team for their
work, and notes special points of interest.
6. Announcement Memo: This type of memo issues an announcement to all staff members at the same time.
7. Instruction Memo: This type of memo gives instructions that need to be complied with by the staff.
8. Authorization Memo: This type gives the green light for an action to be taken.
8.4 E-mails
Electronic mail (e-mail) enables an individual to create a message within a mail application on a computer
It is sent via intranet (LAN) and via the World Wide Web (www).
Mail applications offer a number of options, depending on their sophistication and/or knowledge of the user.
8.4.1 Netiquette
Netiquette refers to etiquette on the Net. It maintains and promotes goodwill between the writer and the recipient.
A professional e-mail message should be courteous and confident.
8.4.2 Net Addresses
Each part of a Net address has a specific purpose appropriate to the writer and the reader.
Net addresses must be accurately written. One incorrect digit or letter will send the e- mail to the wrong location.
The organization suffix at the end of the e-mail address identifies the type of organization, as indicated by the
following.
Com: Commercial business
Org: Non-profit organizations
Edu: Educational institutions
Gov: Government organisations
Net: Companies or organisations that run large networks.
8.4.3 Addressing E-mails
By pointing and clicking the mouse Or by using arrow keys and then pressing the “enter” key.
One or more names can be selected automatically entered into the “to” field. Your own name or computer account
will automatically appear in the “from” field. “Date” is also automatically generated by the application. E-mails
generally take the format of a standard memo.
8.4.4 Layout
The layout of an e-mail message is the frame for your message. The acceptable minimum parts for an e-mail
message are as follows: Recipient’s name
Sender’s name
Subject
Date
Body
E-mail address
At least one other option, apart from the e-mail address, of contacting the sender
8.4.5 E-mail Abbreviations
some examples: btw (by the way), fyi (for your information), imho (in my humble opinion), fwiw (for what it’s s
worth), hth (hope this helps) and afaik (as far as I know).
8.5 FAXES
Faxes are a well-established means of communication in modern business
The format used varies widely but will mainly be dictated by a company’ s preferences or the software used to
generate the faxes.
They are more convenient than e-mail because any sheet of paper can be put through a fax machine and they can
be used by companies with no Internet connection.
8.5.2 Layout of Faxes
Key:
1. Cover sheet: The first page of a fax showing who it is from.
2. Confidential information: Things that others should NOT know.
3. Intended recipient: The person who should receive the fax.
4. Advise the sender: Tell the person who sent it