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I used to hate writing business correspondence — and would just rely on “templates” of letters I’d get my hands on. Needed to write a request for use of a room to hold a class? I’d look in the filing cabinet for a similar letter somebody else had written, then tweak the wording to suit my needs. If I couldn’t find a letter similar to what I needed, I’d look for samples in business communication books.
But as department head, I soon found writing business correspondence a regular task. I’d like to think I’ve gotten better at it. 
There’s still so much to learn, though. Or to remember — because I sometimes forget the basic essentials while composing a letter — especially when the organization one works in have their idiosyncratic way of doing things.
So what’s there to remember?
Well, I remind myself about the five (5) planning steps:
- Determine the purpose of my message — exactly what do I want: request something, provide information, relay bad news, persuade others, sell something, collect money, sustain goodwill, etc.
- Analyze my intended readers or listeners — how will they receive my message, what are their biases, etc.
- Choose the ideas I need to put in — do I provide a historical overview or just the basic facts, should I list everything or give a summary, etc.
- Gather all the facts to support my ideas — where do I get these, do I need permission, what are the company’s policies, etc.
- Organize my message — make an outline, and take into consideration how my audience will react to these ideas
I find the fifth step the fun part. It’s like writing a short story but dressed up as a business letter or memo. There are two basic ways of doing it — the direct/deductive approach or the indirect/inductive approach.
The direct approach is best for direct requests (click links to see samples) and good-news messages. I usually divide the letter/memo into three parts:
- Main idea/best news — if a direct request, should include the request or question and, if needed, the reason/s
- Explanation — include needed details, number them or provide easy-reading markers; if message involves a sales pitch, include details about the product
- Courteous/friendly close followed by statement of action (when necessary) — and motivate reader by pointing out ease and timeliness of desired action, as well as offering further assistance or highlighting benefits for the reader
The indirect approach is best for persuasive requests and bad-news messages. I usually divide the persuasive letter/memo into four parts:
- Attention — where I point out benefits for the reader, or tap into the readers’ interests
- Interest — where I go into descriptive details, make psychological appeals, and highlight benefits
- Desire — where I make the statement of request and/or provide motivational materials for readers to grant my request
- Action — where I clearly state the desired action, how to easily provide such action, when the action is needed, and also adding inducements for the readers to take action
I also use the indirect approach for bad-news messages, usually dividing it into four parts:
- Buffer — neutral and/or pleasant statements to hook readers in
- Explanation — tactfully stated details, favorable facts followed by unfavorable ones, and highlights of benefits for readers
- Decision — either im- or explicitly stated, followed by offers of assistance or suggestions
- Positive/friendly close — statement of appreciation, mention of future action, desired action, easy action, date, and offers of further assistance or statements of benefits to readers
Whatever organizing plan I use for a particular message, I usually open with a statement that is appropriate for the type of message and intended audience. For bad-news messages, which I find the most challenging to compose, I cast the main idea in a positive light. For example, I would probably reply to an applicant this way: “Thank you for considering our company as one among your choices for future employment. Your résumé shows that you would be a valuable addition to the company. ¶ The company, however, is ….”
I also try to make the opening paragraph considerate, courteous, concise, and clear. I don’t highlight myself as the writer (unlike here in this post), and focus on what can be done. I usually keep the first paragraph within five lines or less. I state my ideas in clear and concise sentences, and use conversational words. I also check for completeness. I avoid sentences that begin like this: “As per your request ….” I would rewrite that sentence this way; “The Student Information Database you requested were sent through your email ….”
I usually close my letters/memos with clear statements about requested or desired actions. I incorporate the five Ws and one H in my closing statements to guide readers what to do and when. I also make sure any apology or negative statement made are not found in my last paragraph. I indicate my friendliness by offering further assistance or providing readers my contact numbers for inquiries. I show my appreciation (”I will appreciate your cooperation …”) by not thanking readers for action they haven’t done yet (”Thank you in advance for your cooperation …”). And I keep my closing paragraph within five lines or less through direct statements (”Please fill out the subscription form and …”) rather than trite expressions (”Hoping to hear from you soon …”).
And before I send out my letters/memos I edit, revise, and proofread my work.
