CHAPTER ONE

BUSINESS LETTER-WRITING

ESSENTIAL QUALITIES
The business letter is the principal means used by a business firm to keep in touch with its
customers; often enough it is the only one and customers form their impression of the firm
from the tone and quality of the letters it sends out. Good-quality paper and an attractive
letter-head play their part in this, but they are less important than the message they carry.
Business does not call for the elegant language of the poet, but it does require us to express
ourselves accurately in plain language that is clear and readily understood.

Writing plainly does not mean that letters must be confined to a mere recital of facts, in a style
that is dull and unattractive. When we write a letter we enter into a personal relationship with
our reader. Like us he has feelings and we cannot afford to disregard them. This is a necessary
reminder because many people who are warm and friendly by nature become persons of quite
another sort when they sit down to write or dictate a business letter. They seem to think that
business letters call for a special kind of "business English." They forget that they are
"holding a conversation by post" and make use of impersonal constructions that produce a
cold and aloof tone. They prefer to write Your letter has been received rather than the warmer
and homelier I have received your letter, and Your complaint is being looked into rather than -
I am looking into your complaint. They often refer to themselves as "The writer" and say The
writer visited your showrooms, when they should say I visited your showrooms. Personal
constructions, with the emphasis on You and I or We, help to produce the warm and friendly
tone more suited to letter-writing.

The whole secret of good business letter-writing is to write simply, in an easy and natural
way-like one friendly-human being talking to another. Make your letters, then, sound as much
as possible like good conversation. You wouldn't say on the phone It is regretted that the
goods cannot be delivered today. You would say I am sorry we cannot deliver the goods
today, so why not say it when you write a letter?

EXERCISES
1. Rewrite the following impersonal constructions in personal form:
(a) The writer will be glad to call on you next Monday.
(b) A copy of our latest catalogue is being sent to you today.
(c) The bill of lading, and shipping documents will be handed to our bankers tomorrow.
(d) The discount should have been mentioned in our quotation and it is regretted that it
was omitted.
(e) Delivery of the goods can be made in three days' time.

2. Rewrite the following sentences in simpler form:

(a) We trust our proposal will meet with your approval.
(b) We are in receipt of your letter and have taken note of its contents.
 (c) It is our firm intention to meet our customers' wishes without delay.
(d) Please favour us with an early expression of your views.
(e) I am now in a position to advise you 'that the builder has committed himself to the
completion of the work by the end of the month.

SOME RULES OF GOOD WRITING

We may summarize the rules of good business-letter writing as follows:
1. Think first of the reader and address yourself to his interests. Tell him all he wants to
know and don't leave him to guess between the lines.
2. Adopt a tone suited to the occasion and the purpose of the letter.
3. Write naturally, as you would talk, using plain and familiar words.
4. Write clearly and to the point. The dominant need in all business writing is exactness
expressed in language that is absolutely clear.
5. Write courteously and make your letter sound friendly and sincere.
6. Avoid wordiness, but at the same time remember that it is more important to be clear and
courteous even if it means using more words
7. Avoid commercial jargon with its roundabout and meanings less forms of expression.
8. Write effectively-by using simple language, by being consistent and precise.
9. Avoid monotony-by introducing variety.
10. Write to a plan if your letter is long or specially important.
11. Pay special attention to the opening and closing paragraphs- first and last impressions
leave a special mark on the reader.
12. Check your letters.

All these are matters of importance and we shall now take a closer look at each one of them.

1. Study your reader's interests

The letters you send out must create a good first impression. To achieve this, "put yourself in
your reader's shoes and try to imagine how he will feel about what you write. Ask yourself
constantly, "What are his needs, his wishes, his interests, his problems,' and how can I meet
them?"; "What would be my own feelings if I were to receive a letter of the kind I propose to
write?" Try to imagine that you are receiving rather than sending the letter and emphasize the
You attitude rather than the I or We.

2. Adopt the right tone

If a letter is to achieve its purpose, its tone must be right. Before beginning to write think
carefully about the way in which you want to influence your reader. Ask yourself, "What do I
want this letter to do?" and then express yourself accordingly, being persuasive, apologetic,
obliging, firm and so on, depending on the effect you want to produce.
3. Write naturally and sincerely

When you sit down to write or dictate a letter, try to feel a genuine interest in the person you
are writing to and in his problems. Say what you have to say with sincerity and make sure that
it sounds sincere. Express your thoughts in your own words and in your own way. Be
yourself. Write so that what you say would sound natural if read over the telephone.

Instead of Say

I have pleasure in informing you I am pleased to tell you (or, to say).

We do not anticipate any increase in prices. We do not expect prices to rise.

Please favour us with an early expression of Please let us have your opinion soon.
your views.

Please be good enough to advise us. Please tell (or, inform) us.

4. Write clearly and to the point

First be quite clear about what you want to say and then say it naturally and without frills, in
language your reader will understand -just as if you were in conversation with him. For the
most part, keep your sentences short and avoid the over-frequent use of such conjunctions as
and, but, however, consequently, the effect of which is to make sentences long.

5. Be courteous and considerate

Courtesy consists, not in using polite phrases (your kind enquiry, your esteemed order, your
valued custom, and so on), but in showing consideration for your correspondent. It is the
quality that enables, us to refuse to perform a favour and at the same time keep a friend; to
refuse a customer's request for credit without killing all hope of future business.

Deal promptly with all letters needing a reply. Answer them on the day you receive them if
you can. It is discourteous to keep your correspondent waiting for an answer. If you cannot
deal promptly with a letter seeking information, write and explain why and say when you will
write again. This creates an impression of efficiency and helps to build good will.

Try to understand and respect your correspondent's point of view and resist the temptation to
reply as if you could not be in the wrong. If his suggestions are stupid and his criticisms
unfair, reply with restraint and say what you feel tactfully and without giving offence. If he
sends you a rude or sharp letter, resist the temptation to reply in similar terms. Instead, answer
him courteously; you lower your dignity if you allow him to set the tone of your reply.

6. Avoid wordiness

Make it a rule to use no more words than are needed to make your meaning clear.
Businessmen today have many letters to read and welcome the sort of letter that is direct and
to the point.
 Instead of Say
Please see that an enquiry is conducted to Please find out the reason
determine the reason

We express our regret at being unable to fulfil We are sorry we cannot meet your present
your order on this occasion with our customary order immediately.
promptness.

(a) Unnecessary adjectives and adverbs

Use adjectives and adverbs only when they add something to the sense. Omit for example the
words in italics in the following expressions:
The question is under active consideration.
(Say instead, The question is being considered.)
The invoice is definitely correct.
I rather think the price is too high.
The true facts are as stated.
(A fact is a thing known to be true.)
We face a real danger.
We enclose herewith.

Keep a particularly watchful eye on the words relatively and comparatively and use them only
for comparing one thing with another. It is quite wrong for instance to say:

The goods are of comparatively poor quality.

Our present stock is relatively small.

But it would be quite correct to say:

Fifty people were injured, but relatively few seriously,

where the number injured seriously is compared with the total number injured.

(b) Unnecessary prepositional phrases

Avoid using prepositional phrases for which there are single words meaning the same thing.

Instead of Say
We are writing with reference to about
The information is needed in connection with, for
We shall be in a position to able
In the course of the next few days during

(c) Padding
Avoid using such phrases as the following:
It will be appreciated that ...
It should be noted that ...
I am to point out that ...
They are mere padding and can nearly always be omitted since they add nothing to the
meaning of the statements they introduce.

(d) Prefer active to passive constructions

In other words prefer sentences in which the subject of the .verb performs the action (active
verbs) to sentences in which the verb is affected by the action (passive verbs).

Instead of Say
He was granted a loan of £50 by us. We granted him a loan of £50.

Payment of their account will be made by Watsons will pay their account next month.
Watsons next month.

You will notice that the passive constructions breed roundabout language and that they lack
the smooth-flowing rhythm of normal speech.

7. Avoid commercial jargon

Avoid using stale and roundabout phrases that add little or nothing to the sense of what you
write. Such phrases were atone time common, but they have no place in the modern business
letter.

Instead of Say
Openings
Adverting to your favour Referring to your letter
Re (your letter) OR
The writer wishes to acknowledge Thank you for your letter

We are in receipt of
We beg to acknowledge We have received
We have to acknowledge

We beg to inform you We are, writing to inform you

We beg to thank you We thank you

Your esteemed favour to hand

Your letter to hand We have received your letter
Yours to hand

Endings
The favour of your early reply will I shall be glad to hear from you soon
oblige

Instead of Say
Assuring you of our best attention at all times
We beg to remain Omit all these
We remain
Awaiting the favour of your early reply
Miscellaneous
as per according to
at your earliest convenience as soon as you can
enclosed please find I (We) enclose (are enclosing)
idem., inst., prox., ult. name the month
if it is within our power if we can
it will be our constant aim we shall try
of even date of today
only too pleased to very glad to
per by
please be good enough to advise us please tell us
same your letter, the goods, etc.
take an early opportunity act promptly
take into consideration consider
under consideration being dealt with
yesterday's date yesterday
your communication your letter, phone message, etc.
your good self you
your favour your letter
yours of the 15th your letter of the 15th
under separate cover separately, or better still, by registered
post- etc.

A good business letter will be free from the kind of jargon illustrated and will use no more
words than are necessary to convey a clear and accurate message.

EXERCISES
3. The following sentences have been taken from business letters. Rewrite them in
simpler language, correcting any faults in style:
(a) We trust the goods we have despatched to you will meet with your approval.
(b) We are in receipt of yours of the 24th ulto. and thank you for same.
(c) We trust our goods will sufficiently interest you to secure your esteemed orders.
(d) I have pleasure in enclosing herewith this year's price-list and again beg to solicit the
favour of your esteemed orders. .
(e) We are in receipt of your esteemed enquiry of the 16th inst. and have pleasure in
forwarding a copy of our catalogue under separate cover.

4. Rewrite the following letters in good, plain English:

(a) Dear Sirs,
We have to acknowledge receipt of your letter of the 1st inst. and thank you for the
kind offer contained therein, which we are very glad to accept with full appreciation of
your kind consideration in this matter.
I beg to remain,
Yours faithfully,

(b) Dear Madam,

We noticed while looking through our books that you have not recently favoured us
 with your esteemed orders.
We beg, therefore, to enclose herewith a price-list and postcard, trusting to receive a
continuance of your patronage, and assuring you that at all times our best attention
shall be given to your, commands.
We beg to remain,
Yours faithfully,

8. Write effectively

(a) Use simple language

Business letter-writing calls for a plain style - a style that is simple, clear and easily
understood. Use plain, familiar words and prefer short words to long if they will do just as
well.

Instead of Say Instead of Say

accomplish do request ask
approximately about require need
communication letter terminate end
purchase buy utilize use

Wherever possible, prefer the single word to the elaborate phrase.

Instead of Say
Will you be good enough to please
in the near future soon
at the present time now
come to a decision decide

Instead of Say
express a preference for prefer
for the reason that because

Express yourself in simple language so that your message is clear at first reading.

Instead of Say
Every consideration will be given to your Your request will be carefully considered
request.
We will execute your order expeditiously . We will fulfil your order promptly

It gives me much pleasure to inform you I am pleased to tell you (or, to say)

We do not anticipate any increase in prices We do not expect prices to rise

(b) Be consistent
Avoid repeating in the same sentence an important word with different meanings:

How do you account for the fact (say, explain the fact) that the account is wrong?

We shall take a firm line (say, strong line) with the firm's representative.
Please quote your best price (say, lowest price) for your best quality coal.

But in your efforts to avoid repetition don't make the opposite mistake of confusing your
reader by using different words to express exactly the same meaning. Don't say in the same
letter that goods have been sent, forwarded and despatched, and if you begin your letter by
referring to a firm, don't change it as you go along into a concern, or a business, or an
organization. If you do, you will leave your reader wondering whether something different is
intended.

(c) Be precise
Use expressions with precise meanings. When acknowledging a letter, refer to it by date,
subject and reference number (if any). When referring to dates, mention the month by name
and avoid using instant or inst. (for the present month), ultimo or ulto. (for the past month)
and proximo or prox. (for the next month). Say, Thank you for your letter of 15th February
concerning ... If information you are seeking is needed urgently, say, Please let me know at
once and not as soon as possible. Never acknowledge receipt of a favour, but state precisely
what you have received-a letter, or better still, an enquiry, a quotation, an order, or whatever
you have received.

Avoid also using such vague expressions as considerable quantity, reasonable price,
appreciable rise and, instead, state the quantity, the price and the extent of the rise.

(d) Use concrete words

Whenever possible use concrete words-words that denote material things (pens, books, cars,
etc.) rather than abstract words, which denote immaterial things (happiness, confidence,
freedom, etc.) and which :often lead to vague and roundabout statements. Avoid especially
the unnecessary use of situation and position and many other words ending in -sion and -tion.

Instead of Say
We have no hesitation in advising you We advise you
The preparation of new salary scales is in hand New salary scales are being prepared
Please inform us of the present position Please inform us how matters now stand
Due to the unusual nature of the request As the request is unusual

9. Avoid monotony

Avoid monotony by introducing variety into your letters, as by mixing loose sentences with
periodic, short sentences with -long .and sometimes by changing the normal order of words.

(a) Loose and periodic sentences

A loose sentence makes the main statement at the beginning; a periodic sentence makes it at
the end.

Loose Periodic
I had an interview as soon as I arrived. As soon as I arrived, I had an interview.
The price of tea rose owing to rumours of a bad Owing to rumours of a bad crop, the price of
crop tea rose
Please let me know at once should you be Should you be unable to deliver the goods,
unable to deliver the goods. please let me know at once.

(b) Long and short sentences

Prefer the short sentence to the long-it has the merit of being simple and is both easier to write
and easier to understand and therefore more suitable for business letters than the long
sentence. A succession of short sentences, however, has a disagreeably jerky effect and the
best letters are those which provide a mixture of sentences of different length. For example:

We regret to have to complain that you have not yet delivered the goods ordered a month ago.
(Medium) They are now urgently wanted. (Short) The customer for whom we, ordered them
threatens to cancel his order unless he receives the goods during next week. (Long) Please
therefore arrange to deliver them at once. (Short)

(c) Variation of word order

Normal word order in a sentence is as follows:
Subject + Predicate + Object.
Emphasis, may be achieved by varying this order, especially by placing at the beginning or
end of the sentence those words it is wished to emphasize.

Normal order Emphatic order

I met your representative yesterday Yesterday, I met your representative
(Emphasizes yesterday)

Emphasis is also achieved by using It is, It was to introduce statements.

Normal Emphatic
We note with surprise the contents of your It is with surprise that we note the contents of
letter. your letter.
Unfortunately, the goods did not arrive in It was unfortunate that the goods did not arrive
time. in time.

EXERCISES
5. Rearrange the following sentences in plain, straightforward English, without using the
abstract nouns and phrases in italics:

(a) Most of our customers express a preference for short coats.

(b) We express regret that we cannot accept responsibility for the delay.
(c) In all probability we shall need a considerable number of new assistants.
(d) We hope to give consideration to your request in the very near future.
(e) We are glad to have your assurance that the goods will be delivered tomorrow.

6. Recast the following loose sentences in periodic form:

(a) I have written to the man's employer, as suggested.
 (b) We will give you a copy of our catalogue when you call next Monday.
(c) I am very grateful to you for the interest, you have shown in our proposal.

7. Recast the following periodic sentences in loose form:

(a) As soon as I arrived I was introduced to the secretary.
(b) Unless it is backed by intelligence, ability to type is of little use.
(c) Because we have customers waiting, immediate delivery is essential.

10. Plan your letter

Many business letters are short and routine and can be written or dictated without special
preparation. Others must first be thought about and planned. First jot down all the points you
wish to cover and then arrange them in logical order to provide the plan for a letter that will
read naturally and fluently. Suppose for example you are writing to a builder complaining that
he has not kept his promise to complete a house by the agreed date, the following would be a
logical arrangement of the points you would cover:
(i) An opening paragraph referring to the promise made.
(ii) A statement that the promise has not been kept.
(iii) That the delay is causing you inconvenience.
(iv) A closing paragraph requesting completion without further delay.

If your letter is in reply to one received, underline those parts which seek information or on
which comment is necessary. This will ensure that your reply is complete.

EXERCISES
8. The following outline consists of rough jottings for a letter. Delete unnecessary
repetitions and arrange the remaining items to form a connected plan for a letter. (You
are not required to write the letter.)

The manager of an insurance company replies to an enquiry from a person who wishes to
insure his personal effects during a four-month tour abroad.
(i) Proposal form is basis of contract.
(ii) Enclose proposal form.
(iii) Premium covers "baggage" only.
(iv) Time short return proposal form at once.
(v) Premium covers all clothing.
(vi) Separate policy required for valuables.
(vii) Specify contingencies covered by policy.
(viii) Thank for enquiry.
(ix) Quote premium.

9. Suppose you are preparing to write the following letters. Adopt an imaginative treatment,
first jotting down the items suitable for inclusion and then rearranging them in the form of
 a connected plan. (You are not required to write the letters.)
(a) As a manufacturer of cotton goods, thank one of your customers for his order. State
when delivery will be made, and how. Tactfully suggest you would like early
payment. Hope for further business. Enclose invoice.
(b) As a retailer of footwear in a high-class residential area write to one of your suppliers.
Tell him you wish to make a striking window display for Christmas and ask if he can
provide you with special display equipment for the purpose. Mention the benefits
likely to accrue to him, and ask him about charges.

11. Pay attention to first and last impressions

(a) The opening paragraph

If your letter is one sent in reply to another, refer in the opening paragraph to the letter you are
answering, but avoid the sort of oldfashioned phrases listed on page 6. Although Thank you
for your letter, In reply to your letter, With reference to (or, Referring to) your letter are
grammatically correct, they tend to be dull and monotonous, worn threadbare from over-use.
Only a little thought is needed to replace these formal expressions by others more interesting.

For example:

I was glad to receive your letter of ...

I am sorry we cannot supply the curtains you ordered on ...
(followed by the reason).
When I received your letter of ... I at once gave instructions for...
In your letter of ... you enquire about ...

(b) The closing paragraph

If a letter has been well planned and follows a logical sequence, a brief observation will
usually be enough to provide the kind of ending needed.

For example:

We shall deal promptly with any order you place with us.
We are sorry there should have been any misunderstanding.
We are glad to have been of service.
Thank you for sending your cheque so promptly.

A word of caution! Avoid the kind of ending introduced by a participle. Thanking you in
anticipation and similar endings are no longer used in modern letter-writing. They mean
nothing and serve no useful purpose.

Instead of Say
Hoping to hear from you soon, I (We) hope to hear from you soon.
Looking forward to our next meeting, I (We) look forward to our next meeting.
Trusting this meets with your approval, I (We) trust you will approve of this.
Thanking you for your trouble, I (We) thank you for your trouble.

12. Check your letters

Be careful to create a good first impression with each of your letters. Before signing, check it
for the accuracy of its contents and test its general suitability against such questions as these:
(i) Is its appearance attractive; is it well laid out?
(ii) Is it, correctly spelt and properly punctuated?
(iii) Does it cover. all essential points and is the information given correct?
(iv) Is what I have said clear, concise and courteous?
(v) Does it sound natural and sincere?
(vi) Does it adopt the reader's point of view and will it be readily understood?
(vii) Is its general tone .right and is it likely to create. the impression intended?
(viii) Is it the kind of letter I should like to receive if I were in the reader's place?

If the answer to all these questions is "Yes!" then the letter will take the first step in creating
good will and you may safely sign. and send it.

TELEGRAMS AND LETTER TELEGRAMS

Since telegrams are charged according to the number of words, extreme economy in wording
is essential. With a little care messages can usually be shortened by using single words to
replace phrases.

Instead of Say
We are unable to We cannot
in the event of if
make an effort try
having regard to concerning
in the course of during
with the object of to

What is termed "telegraphic English" may also be used.

Instead of Say
We regret we cannot accept your price Regret price unacceptable
Our competitors are in a very strong position Competitors position very strong

To avoid misreadings, essential figures should be stated in words. A telegram should always
be confirmed by letter the same day, either by repeating the words of the telegram, or by
sending a carbon.

Lengthy messages that are urgent may be sent by letter telegram. The-rate charged is much
lower than that for ordinary telegrams.
EXERCISES
10. Write a letter inviting a firm of caterers to quote for a staff dinner to be held. on the
caterers' premises. Ask what accommodation they have and ate the number of diners
and the approximate sum you are willing to spend on wine and food for each of the
diners.

11. Write a suitable reply to the foregoing letter.

12. Reduce each of the following messages to suitable telegraphic form:.

(a) I shall not be able to keep the appointment arranged for tomorrow, but will meet you
on Friday, same time and place, and will bring books with me,
(b) The curtain material you ordered is out of stock at present, but we hope to be able to
supply it next week.
CHAPTER TWO

STRUCTURE OF THE BUSINESS LETTER

PARTS OF THE LETTER

The modern business letter is nearly always typed. It has long been customary to set it out in
the indented style (Fig. 1), but now the blocked style (Fig. 2) has come to be much more
widely used than before because, it is claimed, it saves typing time.

The business letter consists of seven principal parts: (1) the letterhead, (2) the date, (3) the
inside name and address, (4) the salutation, (5) the message, (6) the complimentary closure
and (7) the writer's signature and official position.

1. The letter-head

The letter-head expresses a firm's personality. It helps to form one's impression of the writer's
firm. Because of this, many firms engage experts to design attractive notepaper headings.
Styles vary considerably, but they all give similar information and besides the name and
address of the firm include telephone numbers, telegraphic addresses, the telegraphic codes
used, if any, and state the kind of business carried on if this is not clear from the firm's name.
For companies registered in the United Kingdom with limited liability the word Limited (or a
recognized abbreviation of it) must form part of the name, as in Figs. 1 and 2. Companies
formed with limited liability in the United States use the abbreviation Inc., while Australian
companies use (Pty) Ltd. as an abbreviation for Proprietary Limited.
Macdonald & Evans (Publications) Ltd
Directors
G B Davis (Managing)
R B North M A (Oxon)
M W Bowers ACA Publishers
W D J Argent

Our Ref GBD/ACM 8 John Street London WC1N 2HY

Your ref Telephones 01242 2177/8M
Date 20th September, 19.. Telegraphic Address Evandon London WC1

Miss E. Hughes,
100 South Street,
PURLEY, Surrey
CR2 4TJ

Dear Miss Hughes,

Indented Letter Style

This letter is typed in the traditional indented style. The inside name and address is typed in
block form, but the paragraphs forming the body-of the letter are all indented six spaces. Some typists
prefer a deeper indentation and may use as many as ten spaces, though six are sufficient to show the
separation of paragraphs clearly.

Left-hand and right-hand margins of 1 ¼ in. have been adopted. The date appears above the
inside name and address, but in most letters typed in this style it appears on the right-hand side, being
so placed that the last figure serves as a guide for the right-hand margin.

The letter is of course typed in single line-spacing. The subject heading is centred two line-
spacings below the salutation, which in turn begins three linespacings below the inside name and
address. The paragraphs are separated by double line-spacing.

The complimentary close is typed to fall evenly across the centre of the typing line, with the
designation similarly centred. Some typists using this style prefer to place the complimentary close to
the right of centre rather than in the centre.

Yours sincerely,
for MACDONALD & EVANS (PUBLICATIONS) LTD.

G. B. Davis
Managing Director

FIG. 1. - Indented Letter Style

Many people regard this as the most attractive of all letter styles. The blocked inside name and address is liked
because it is compact and tidy.

This style still appeals to most readers. They like the indented paragraphing which reading of printed matter has
made so familiar. They claim that it makes for easy reading. Others dislike the indentations because, they claim,
they waste the typist's time.
Macdonald & Evans (Publications) Ltd
Directors
G B Davis (Managing)
R B North M A (Oxon)
M W Bowers ACA Publishers
W D J Argent

Our Ref GBD/ACM 8 John Street London WC1N 2HY

Your ref Telephones 01242 2177/8M
Date 20th September, 19.. Telegraphic Address Evandon London WC1

Mrs. Ethel Wright

25 Imperial Road
MALVERN, Worcs.
WR14 3AT

Dear Mrs. Wright

Blocked Letter Style

This letter-style is very modern. It is now being increasingly adopted in Britain and is popular in the
United States. Its main feature is that all typing lines, including those for the date, the inside name and
address, the subject heading and the complimentary closure, begin at the left-hand margin.

For this letter the open style of punctuation has been adopted; that is to say only essential punctuation
marks are used outside the body of the letter. You will notice, for example, a complete absence of
punctuation marks from the date, the salutation, the complimentary close, and from the ends of lines
forming the inside name and address, except of course the full-stops to mark abbreviations.

Some people who use this style prefer to place the date in its usual position on the right, because It
helps to give the letter a more balanced appearance. It also makes it easier to find particular letters in
the files.

Yours sincerely
for MACDONALD & EVANS (PUBLICATIONS) LTD.

E. A. Smith Editorial Manager

FIG. 2. Blocked Letter Style

Those who like this style claim that it has a business-like appearance, and that the absence of indentations
reduces typing time. Those who dislike it say it is side-heavy and unbalanced. There is also a loss of clarity due
to the absence of indentations but, in the example given, this has been made good by increasing the number of
line spacings between paragraphs from two to three.

The open style of punctuation in this example is often used with the modern letter stile, but is not essential to it.
If closed punctuation is preferred it could be used.
2. The date

Always type the date in full, in the logical order of day, month, year, thus:
12th October, 19..

To give the date in figures (e.g. 12/10/19..) is not only in bad taste, but it may easily be
confusing in correspondence with the United States, where it is the practice to give dates in
the order of month, day and year.

3. Inside name and address

The usual practice is to set out the name and address of one's correspondent at the head of the
letter, as in Figs. 1 and 2, though it is sometimes placed at the foot, in the bottom left-hand
corner, in official (i.e. Government) correspondence.

Where the appropriate head of department is known, address the letter to him by his Official
title, thus:

The Sales Manager,

The Hercules Engineering Co. Ltd.,
Brazennose Street,
MANCHESTER
M60 8AS

When addressing a correspondent personally by name, take care to spell his name correctly.

To address T. B. Gartside as T. B. Garside would be liable to cause offence. People are

usually proud of their names. Also address him exactly as he signs himself. If he signs as
James Legon, address him in that way and not as J. Legon.

(a) Courtesy titles

The courtesy titles used in correspondence are Mr. (or Esq.), Mrs., Miss, Messrs. abbreviation
of Messieurs) and Mmes. (abbreviation of Mesdames). Esq. (for Esquire) is sometimes used
instead of Mr., as a mark of importance, but as Esq. is legally restricted to certain
classes of persons (e.g. judges, magistrates, barristers and eldest sons of knights), Mr. in
business correspondence is the more appropriate mode of address. Mr. is always necessary
when forenames or initials are not known. (e.g. Mr. Baker, not Baker, Esq.). It is wrong to use
both Mr. and Esq. We must not, for example, " write Mr. W. Bray, Esq.

Similarly, when your correspondent holds a special title, such as Doctor, Professor, Colonel,
Sir and Reverend, he is addressed by his title and Mr. and Esq. must not be used. We write,
Dr. J. Brown, Prof. L. Carter, Col. W. Johnson, Sir Arnold Plant, The Rev. W. Ryan.

Messrs. is used only for partnerships whose firm name includes a personal element, as in
Messrs. Macdonald & Evans. It is not used:

(i) for partnerships

when there is no personal element in the name
(e.g. Utility Furniture Co.),
when the name already carries a courtesy title
 (e.g. Sir William Dobson & Sons),
when the word The forms part of the name
(e.g. The Grayson Electrical Co.);

(ii) for limited companies and other corporate bodies,

which should always be addressed through an official
(e.g. The Secretary, H. Slater & Co. Ltd.,
The Treasurer, Corporation of Manchester).

(b) Foreign correspondence

When you write letters to other countries, always include the name of the country, even if the
town mentioned is the country's capital. If you fail to do this, your letter may be sent to the
wrong town. There is, for example, a London in England and another in Canada, a
Birmingham in England and another in the United States, a Tripoli in Libya and another in the
Lebanon, a Blantyre in Scotland and another in Malawi-and there are many others.

For the same reason, when writing to firms in the United States, make sure to add the name of
the State after the name of the town, as in this example:

The Vice President,

The Eagle Press Inc.,
24 South Bank,
BIRMINGHAM,
Alabama,
U.S.A.

(c) Postcodes
When postal numbers form part of the address and are known, they should be used on
envelopes. A system of postcoding has now been introduced in Britain. The use of the code as
part of the address (e.g. CR0 5BL for Croydon) speeds delivery by enabling letters to be
sorted mechanically.

4. The salutation

This is the greeting with which every letter begins. The customary greeting in a business letter
is Dear Sir, but others are used as follows:

Dear Madam (for both single and married women);

Dear Sirs (when a partnership is addressed);
Mesdames (when the partnership consists of women only, though the use of the less
logical but more familiar Dear Sirs is permissible).

When your correspondent is unknown to you and may be either a man or a woman, always
use the form Dear Sir.

These are the formal openings normally used, but the modern trend is towards informality,
especially if your correspondent is known to you personally, or if you have traded with him
for some time. The warmer and more friendly greeting, Dear Mr. . . . is then preferred. The
greetings Sir, Madam and Gentlemen are very formal, and are now rarely used in English
business letters, though Gentlemen is usually the form preferred by American writers.
6. The message
This forms the body of the letter and is the part that really matters. Before you begin to write
or dictate, ask yourself the following questions:

(i) What is my aim in writing this letter?

(ii) What do I hope to achieve by it?
(iii) What is the best way to go about it?

Don't waste words on unnecessary remarks. Keep your sentences pagraphs short and start a
new paragraph for each new point wish to stress. Short sentences and paragraphs provide
easier and are easy to understand.

Some letters are very short and may consist of only one paragraph. Many others fall naturally
into the framework of a threeparagraph plan, as in the example that follows:

(i) The first paragraph takes the form of an introduction, or of an acknowledgment if

there. has been previous correspondence.
(ii) The second gives information and states the facts.
(iii) The third refers to future action.

14th July, 19..

The Area Manager,
Reliance. Insurance Co. Ltd.,
Thorncroft,
GLASGOW
G44 5EN

Dear Sir,

Fire Policy No., B.83592

I shall be glad if you will review the rate of premium for goods in our No. 2 transit shed at
Victoria Docks.

My request for the review is made on the following grounds:

(i) Lighting is by electricity and the shed Is not heated,
(ii) The shed is equipped with fire-fighting appliances of the most recent type.
(iii) No power of any kind is employed In the shed.

I feel that these points cannot have been fully taken into account when the present rate of
premium was fixed and hope you will find It possible to reduce it.

Yours faithfully,

NOTE: Paragraph 1 makes a request.

“ 2 states the reasons.
“ 3 suggests future action.

6. The complimentary closure

The subscription or complimentary closure, like the salutation, is purely a matter of custom
and a polite way of bringing a letter to a close. The expression used must suit the occasion. It
must also match the salutation, the form of which is governed by the relationships between
the parties.

The following salutations, with their matching closures, are the ones most commonly used in
the modern business letter:

Salutation Closure Comment

Dear Sir(s)
Yours faithfully Formal-used as standard practice
Dear Madam
Dear Mr. Harris Yours sincerely Informal-used between persons known to each
other, or where there is a wish to dispense with
formality.

Yours truly is rather less formal than Yours faithfully, but it is now little used except where
there is a personal relationship, as between solicitors and clients, bankers and customers,
doctors and patients. Yours respectfully, at one time used in letters to superiors, is now
obsolete.

Avoid ending letters with I am, We are, I remain, etc. These phrases are old-fashioned and
serve no useful purpose. Refer again to Chapter 1, and avoid closing your letter with
sentences induced by Thanking, Hoping and similar participles.

7. Signature and designation

Always sign your letters by hand, and in ink. To "sign" with a rubber stamp is a form of
discourtesy-it suggests that the reader is not important enough to deserve the personal touch
of an original signature.

Because a signature is the distinguishing mark of the person who uses it, the same style must
always be used. One must not sign Eric Castle on one occasion and E. Castle on another.

A signature must not carry a title; it must be the plain signature of the writer. Do not, for
example, sign as Mr. J. Platt or Professor [Link]. There is one exception to this: a woman
writing to a stranger should indicate whether she is married or single and may do so by adding
(Mrs.) or (Miss) in brackets in front of her signature, thus:

(Miss) Alice H. Brooks

married woman in business chooses to be known by her name she must of course be
addressed as Miss, e.g.

Dear Miss Thompson

Because many signatures are illegible, it is good modern practice to type name of the signer
and to place his signature immediately it; thus:

H. W. Webster
This avoids the annoyance sometimes caused when a signature is misread..

The following are examples of the ways in which business letters are signed:

(a) An official signing for his company

Yours faithfully, Yours faithfully,

for HUDSON & JONES LTD.

Secretary
Secretary

(b) A partner signing for his firm

Yours faithfully,

without the addition of the name or initials of the partner who signs.

(c) An employee with special authority to sign

Yours faithfully,
per pro. JACKSON, BROWN & CO.

(d) An employee without special authority to sign

Yours faithfully,
for Sales Manager

(e) A private secretary

Yours faithfully,

Secretary to Mr. G. B. Davis

MISCELLANEOUS MATTERS

1. References
Reference numbers and letters enable replies to be linked with earlier correspondence and
ensure that they reach the right person or department without delay. Failure to quote your
correspondent's reference causes inconvenience and is rightly regarded as a discourtesy.

Many letter-heads provide spaces for references, e.g.

 Your ref:
Our ref:

But where this is not so, the best place for the writer's reference is at the beginning, in the
upper left-hand corner of the letter, in line with the date, thus:

GBD/JB 25th January, 19..

References are sometimes placed in the lower left-hand corner, but in that position they are
less easily seen and for this reason the upper left-hand corner is to be preferred.

Especially in small offices, the reference often takes the simple Corm of the dictator's initials
followed by those of the typist, as in the above example. But in large firms figures and other
initials are sometimes added to identify the department and the section from which the letter is
sent:

Our ref: Dep B/4

Sometimes the references used are designed to connect the firm's correspondence with its
filing system:

Our ref: LW/PB.526

where the initials of the dictator and typist are followed by the number of the folder in the
filing system.

Where the letter-head does not provide for it, the reference may form part, of the first
paragraph of the reply letter.
Dear Sir,
Thank you for your letter, reference ALW/PS, of 15th September.

Better still because it is clearer, the reference may be typed as a

Dear Sir,
Your ref: ALW/PS
Thank you for your letter of 15th September.

2. Subject headings
Serving much the same purpose as the reference is the subject heading. It helps to ensure that
the letter is passed without delay to the right person or department. There are two cases in
which a subject heading should always be used:

(i) Where your correspondent himself has used one (your reply should then carry the
same heading).
(ii) Where correspondence on a subject is considerable, or likely to, become so.

The heading is typed immediately below the salutation and centred over the body of the letter,
thus:
Dear Sir,
Alterations to Warehouse
3. "For attention" headings
These headings are used when it is desired to address a letter to a particular member of an
organization. Unlike, the subject heading, which is typed two line-spaces below the salutation,
the "For attention" heading is typed two line-spaces above it, as in this example:

The Secretary,
The Ajax Electrical Co. Ltd.,
Fernhall Drive,
REDBRIDGE, Essex
IG4 5BN

For the attention of Mr. T. Waterhouse

Dear Sir,

4. Enclosures
To send a letter without its enclosures is inefficient; to receive such a letter is annoying. It is
the responsibility of the person who makes up the post to prevent this. He or she must have
some means of knowing at a glance which letters need enclosures. The following are the
methods in use:
(a) Affix a coloured, usually red, adhesive "Enclosure" label -to the letter in the top or
bottom left-hand position.
(b) Type the word Enclosure, or an abbreviation of it, in the bottom left-hand portion,
with a figure indicating the number of enclosures, if there is more than one.
(c) Type a horizontal line, or a solidus (/), or a line of dots typed or written in the left-
hand margin immediately opposite the lines that mention the enclosure.'

The three methods are illustrated in the following letters:

Method (a)
Our ref: RS/APL 10th June, 19..
The Secretary,
The Ajax Electrical Co. Ltd.,
Fernhall Drive,
REDBRIDGE, Essex
IG4 5BN

Dear Sir,
We received today the electric light fittings we ordered from you on 25th May.

Three of the crates reached us in perfect condition, but when we unpacked the fourth, we found a
large number of breakages. As the fittings A appear to have been carefully packed, it would seem that
the breakages have been caused by rough handling in transit.

We enclose a list of the damaged fittings and shall be glad if you will take the matter up with the
railway authorities. Replacements will of course be needed and we hope you can arrange for these to
be sent within the next few days.

Yours faithfully,
for L. PICKUP & CO. LTD.

W. Martin
Secretary
Method (b)
15 Shaw Hall Bank,
Greenfield,
[Link], Shaw & Sons, OLDHAM
Queen's Road, 0L3 7LE.

OLDHAM 3rd April, 19..

0L4 2Ax

Dear Sirs,
Shorthand-Typist.

Please consider my application for the post of shorthand-typist advertised in the current issue
of the Daily Telegraph.

I am twenty one years of age and for the past five years have been as a shorthand-typist; with
Messrs. Taylor & Co., solicitors in abut now wish to get a post nearer home.

I hold certificates in shorthand and typewriting for speeds of 120 and 50 words a minute
respectively and have had good experience in all kinds of office work, including experience in keeping
accounts.

I enclose copies of three testimonials and hope you will give me the opportunity of an
interview, when I can give you more details.

Yours faithfully,

(Miss) J. Cann
Encl. (3)

Method (c)
Our ref: GBD/JB
Mr. C. Moisley,
25 Riverside Lane,
GLOUCESTER
GL2 7YZ

Dear Mr. Moisley,

Mathematics for Beginners

Further to our correspondence on the type of, binding for this book, I enclose
two samples of cloth-type binding. These bindings are only slightly more expensive
than a paper-back binding and perhaps you will let me know which of them you prefer.

The artwork for the cover of the book has been completely redesigned and I
enclose a rough copy. The new design is a great improvement on the original and I
hope you will like it.

I am also taking the opportunity to enclose a copy of your Arithmetic for

Commerce, which is now due for reprinting. Please make any alterations that may be
necessary and let me have the revised text as soon as you can.

Yours sincerely,
for MACDONALD & EVANS LTD.

G. B. Davis
Editorial Director
The first of these methods is now rarely used. The second is the one most commonly used, but
the most effective is the third, particularly with lengthy letters, because it marks the points at
which the enclosures are referred to and enables the kind as well as the number of enclosures
to be speedily checked.

5. Reply envelopes
It is not necessary to include a stamped, addressed envelope in the course of a normal
business transaction. But a reply envelope is necessary:
(i) when your correspondent has indicated the need for one, as when a theatre
booking is made by post,
(ii) when you seek information as a favour, as where you write for a testimonial, since
you are putting your correspondent to some trouble and it would not be right to put
him to expense as well.

ADDRESSING ENVELOPES
The three important requirements of envelope addressing are accuracy, legibility and good
appearance-in that order. The examples shown in Fig. 3 illustrate the rules to be followed.

1. Begin the first line about half way down the envelope, leaving at least 1+ in. of clear
space for the postmark.

2. Type your correspondent's name exactly as he uses it himself and be sure to spell it
correctly. To fail in this is to be discourteous as well as careless.

3. Type in double line-spacing and use the indented rather than the blocked form. This
makes for easier reading and for quicker sorting at the post office. (Single spacing and the
blocked form are often adopted for the plates and stencils used with addressing machines.
There is, too, a growing preference for the blocked form on the ground that it is time-
saving for the typist.)

4. Don't abbreviate such words as Road, Street, Avenue. It is more helpful to the Post Office
when they are typed in full.

5. Type the name of the town in block capitals and add the of the county or region-in full,
unless there is a recognized abbreviation for it, and preferably on a separate line. But
when a Postcode is used and it is desired to restrict the number of lines, the county name
or its abbreviation may be written on the same town' name.

6. Where it is known, add the Postcode on a separate line at the end (the first or outward
half of the code represents the town to the letter is going; the second or inward half, either
the street, part of a street, or even a particular address that receives a large amount of
mail.)
 1 ½ in.

Mrs. E. Samuel,
18 Clive Avenue,
LYTHAM ST. ANNES,
Lancs.
FY8 5EG

1 ½ in.

Confidential
The Secretary,
Percy Astins & Co. Ltd.,
18-22 King's Avenue,
COOKHAM, Berks.
SL6 9QH

FIG. 3. Envelope Addressing

The examples show, respectively, the indented form of address and the blocked form of address. In the second
method the word "Confidential" could be placed at the bottom right or, more usually, the top left corner of the
envelope.

7. Type such words as Personal and Confidential in the bottom left-hand corner. (They may
be typed in the upper left-hand half; above the addressee's name, but only when they are
no higher than, 1 ½ in. from the top edge of the envelope.)

NOTE: Use the term Confidential rather than Personal unless, your letter is intended for your
reader and no-one else, otherwise it will remain unopened in his absence; but if marked
Confidential his deputy will deal with it.

8. Use envelopes within the limits of the standard international sizes to help mechanical
sorting.

EXERCISES
1. Set out the following heading, date, inside name and address, salutation, complimentary
closure, etc., correctly, inserting the necessary capitals and punctuation.

ramsden & co ltd publishers 88 kingsway london w c 2 9th march 19. . your ref s 549 our ref
ws/In h watson esq 25 burnley road blackburn teaching commercial subjects yours faithfully
for butterworth & co ltd g broadbent secretary

2. To which of the following titles appearing as part of the inside name and address would
you add Messrs.?
Colonel Mallinson & Sons Ltd.
Sir Thomas Marsden & Co.
 The Williamson Engineering Co.
H. Hopkinson Sons & Co.
Johnsons Stores

3. Set out complimentary closures, signatures and designations for the following:

(a) W. Thomas, signing as Secretary for the Albion Engineering Co. Ltd.
(b) E. K. Arnold, signing as a partner in the firm Arnold, Blake & Co.
(c) Miss E. Hughes, signing as Welfare Officer for Cookson's Bakery Co.
(d) H. Wilding, signing as Chief Clerk to Brown & Sons, with special authority to sign under
power of attorney.