Routine Letters and Goodwill Messages

Writing business letters is one of the most helpful manners of communicating with customers; therefore, it is important to follow the rules of creating direct requests, direct replies and goodwill messages. Successful business letters contain several attributes such as clear content, goodwill tone, and correct form. Besides these characteristics, knowing Guffey’s 3×3 writing process is another determinant key of delivering correct messages.

The writing process includes three phases: analysis, anticipation, and adaptation; research, organization, and composition; revision, proofreading, and evaluation. Here, we focus on creating direct request letters, direct replies, and goodwill messages along with the writing process above.

 First, direct requests can be divided into three groups: information or action request letter, order letter, and direct claim letter. Although these three types of letters have different purposes; they have similar attributes in the writing process. In fact, working with the direct pattern requires writers to put their requests first, followed with a detailed explanation of the purpose or facts, and finally showing appreciation and an end date.

The second type of letters we will introduce is direct replies. Direct replies consist of complying with requests, recommendation letters, and adjustments letters, creating direct replies has some similarities with writing requests letters, such as stating the purpose directly at the beginning, explaining supporting information in the body, and ending with a pleasant expression. However, there are also some additional factors to be considered when writing replies and these are: the use of a subject line, provide information about the candidate, and win customer’s confidence.

Goodwill message is the third kind of letters which need to be learned from this chapter. Thank, response, and sympathy are all suggestions of goodwill messages. In addition, writers also have to pay attention to the five Ss: selfless, specific, sincere, spontaneous, and short. Writers can use 3×3 writing process for creating goodwill messages in several different statements, as expressing thanks, accepting praise, and offering assistance. 

Wikipedia Definition: Business Letter

business letter is a letter written in formal language, usually used when writing from one business organization to another, or for correspondence between such organizations and their customers, clients and other external parties. The overall style of letter will depend on the relationship between the parties concerned.