MODULE-IV
Written communication
Written communication refers to the process
of exchanging information or messages
through written words. It can take many
forms, including emails, letters, articles,
social media posts, and even text messages.
Nature of written communication
• Use of written words to convey
information, ideas, and
messages.
• Written communication is
typically more formal and
structured than verbal
communication.
• However, written communication
can lack immediate feedback
and emotional cues.
What are the objectives of written communication?
• Conveying information: The primary objective of
written communication is to convey information or ideas
clearly and effectively. This includes sharing facts,
instructions, data, reports, or any other relevant details
that need to be communicated effectively.
• Record-Keeping: A crucial objective of written
communication is to maintain a permanent record of
information or transactions. This can be important for
legal or professional purposes, or simply to ensure that
important details are not forgotten.
• Building relationships: Written communication can also be
used to build and maintain relationships, whether in a
personal or professional context. This can involve expressing
gratitude, offering encouragement, or sharing personal
insights.
• Informing and Educating: Written communication can be
used to educate or inform readers about specific topics,
whether through informative articles, textbooks, or
instructional materials.
• Establishing Clarity: Written communication aims to
eliminate ambiguity and ensure clarity in conveying
messages. This objective involves using precise and well-
structured language to avoid misunderstandings or
misinterpretations.
What is a Business Letter?
• A business letter is a professional, formal letter that is
sent by one company to another. These letters can be
used for professional correspondence between business
clients, employees, stakeholders as well as individuals.
Types of Business Letters
1. Cover Letters
• First up, a cover letter is a one-page document
that candidates submit along with their resumes.
It takes the employer on a guided journey of
their greatest career & life achievements.
• No matter if you’re a student or an experienced
professional, a cover letter is an important
document to show your skills, experience, and
why you’re fit for the position you are applying
for.
. Business Invites
• These letters are a formal way to reach out
to a company or an individual and invite
them to attend an event hosted by your
company.
• As business events tend to be formal, an
invitation letter is most likely to be formal as
well. But, if you are organizing a casual
event, it should be reflected in your invite
and tone.
3. Complaint Letter
• This letter is a way to formally express your
disappointment formally. You can report a
bad experience, poor customer service, or
let a company know that their products
didn’t meet your expectations.
4. Letter of Resignation
• A letter of resignation is a document that
notifies your employer that you’re leaving
your job. Whether you work at a coffee shop
or a big-shot company, it’s proper protocol
to submit a letter of resignation before you
leave.
5. Order Letters
• Also known as “purchase orders”, these
letters are used to order things or buy
material. They act as a legal record,
documenting the transaction between the
buyer and seller.
• These letters are generally written by one
business to another business to make an
order or to modify it.
6. Letter of Recommendation
• These
letters intend to recommend someone for
an internship, job, fellowship, or other
such opportunities.
Step 1: Heading
• The heading is to indicate the name and address of the firm or company sending
the letter. As far as possible, it must be simple but attractive.
• In addition to the name and address, telephone number telex, fax telegraphic
address, and any reference number to be quoted in case of reply may also be
given.
• Care must be taken to see that the heading is not crowded with so many details
and is given duly cantered on top of the letter paper. A margin of at least three
centimetres should be left on both sides
Recipients’ Address:
• Write the recipient’s name, their title (Ms./Mrs./Mr./Dr), and their address.
Make sure you’re as specific as possible so that it reaches the right destination.
• If you don’t know the person’s name, a little research won’t harm you! Call the
company or speak to the employees of the company to find out the name.
• Example:
• Mr. Mike Brown
• Executive Director
• XYZ, Inc.
• 602 Melrose Avenue
Step 2: Letter Head
• The letter head announces the name of the business.
• It often suggests the business is about- whether it is a bank, an insurance company, a
transport agency, a trading firm, or an estate agent. While some business chooses
their name as well as their line of business in their letter head. Constitution of the
business is also stated- public limited, private limited or government undertaking.
Some relevant particulars also added:
date of establishment
location of head office or registered office
telephone number
e-mail address,
Step 3: Date
• A business letter should be properly dated at the upper right-hand section of the letter.
• There must be at least three-line spaces between the date and the first paragraph of the
letter.
• While writing the date, 16.10.95 should be avoided.
• The month, day and year should be put only in the order style stated here: October 10,
1995. The day of the month must always be separated from the year by a comma.
• There is no need for putting th and rd after day numeral.
• Example: October 20, 2016
• Write the date before the month if you’re sending a letter in the U.K. or
Australia.
• Example: 20 October 2016
Step 4: Inside Address
• The inside address being an important information on the copy of the letter for
future reference it must be complete in all respects.
• These should cover the name, title, place of business of the person, firm or company
and the full address.
• A full and complete address will ensure proper delivery and also enable another
person to address the envelope.
• Suitable prefixes should also be used in the inside address. Words such as ‘Mr.’, ‘Shri’
should be used before the name of the individual to whom the letter is meant.
• This is the address where your letter will be delivered.
• It may be an individual, a group, or an institution.
• The inside address need not give the full postal address which has be
necessarily furnished outside.
• In good business letter writing, it is very essential to write the name exactly
as the person spells it.
• If it is Banarjee do not change it as Bannerjee.
Step 5: Attention Line
• Attention line usually appears on the right side of the inside
address.
• The attention line draws attention of the specific person to the
contents of the letter.
• For eg, ‘Kind attention of Mr. Pradeep’ (HR manager).
Step 6: The Salutation
• The salutation should be consistent with the first line of the inside address: if that is
plural (a company or a partnership firm), the salutation also should be plural,
• Dear Sirs, Gentlemen etc. But the use of ‘Dear Sirs’ has become out of fashion now.
• However, ‘Dear Sir’ is to be used in addressing individual.
• ‘Dear Madam’ is the generally accepted form of salutation for a woman either married
or single.
• A salutation isn’t just a simple greeting, it’s an indicator of respect. You can choose
the salutation based on how well you know the person and the context of your letter.
Step 7: Subject Line
• After the salutation, the subject-matter of the letter is to be indicated
briefly.
• It should not be more than two or three lines.
• The subject-matter should be typed in the centre of the letter head just
below the salutation, leaving two-line spaces
Step 8: The Body
• The body contains the information or the message sought to be communicated.
• It should be cantered on the page with a left margin of at least two centimetres and
approximately the same for the right-hand margin as well.
• For each topic, a separate paragraph should be devoted.
• The topics should be dealt with in the order of their significance.
• Generally, the opening paragraph should refer to the general background, the previous
correspondence and other reference papers or situation., the middle with the main message
and the closing paragraph, may be just a complimentary close or state the writer’s intentions
and expectations of what shall follow, Care should be taken to ensure that the message sent
is correct and complete.
• The language must be simple and the tone friendly.
Step 9: Closing Line
• Here, you’ll mention that the recipient can contact you or your
team if he has any concerns or questions. You can also thank him
or her for reading the letter.
• Make sure that the closing isn’t more than two sentences long!
• For instance, you can write:
• Kindly email me at (your email) to schedule a meeting. Thank
you!
• If you have any queries, don’t hesitate to call me at (your contact
number).
Step 10: Complimentary Closing
• This is a short remark that marks the end of your letter. You’ve got a lot
of options here but choose the one that reflects the formality of your
relationship.
• Recommended formal closings include “Yours Truly” or
“Respectfully” or “Sincerely”.
• If your letter is less formal, you can write “All the best” or “Thank you”
or “Regards”.
Step 11: Signature
• Without signature, the letter will be reduced to a mere scrap of paper. The signature reveals
the exact identity of the writer and the authority vested in him by the business firm to
sign the letter on its behalf.
• Below the complimentary close, sign the letter.
• Make sure that you skip at least four lines so that there’s enough room for your
signature. After that, type out the name that has to be signed.
• You can include your job title below your full name too.
• Here’s the format:
• Your signature
• Typed full name
• Title
Step 12: Enclosures (If applicable)
• Enclosures refer to the papers enclosed with the letter or cheque/draft enclosed.
• This fact is drawn to the attention of the receiver by adding the word ‘Enclosure’ in the
abbreviated form ‘Enc’ or ‘Encl’ in the lower left corner of the letter mentioning the
number of times enclosed.
• If you plan to send anything along with your business letter, you can indicate this simply
by writing Enclosures after the signature.
• If you have included many documents, make a list that tells the recipient what he needs to
look for in the envelope.
• For example:
• Enclosures (5): 2 Brochures & 3 Flyers
Memorandums
• Memorandum is more popularly known
as memo.
• The literal meaning of the word
memorandum is a note to assist the
memory.
• Memorandum is singular in number. Its
plural forms are memorandums or
memoranda.
• A memo is used for internal
communication between the executives
and subordinate between officers of the
same level. It is never sent outside the
organisation.
Uses of the Memo Form
[Link] Issue Instructions
1. Memos can be used to formally issue instructions to staff or team members.
[Link] Seek Some Explanation
1. They can request clarification or an explanation on a specific issue.
[Link] Intimate Granting/Withholding Permission to Do Something
1. Memos can inform employees whether permission has been granted or denied for a request.
[Link] Confirm a Decision Earlier Arrived At
1. They serve as a formal record to confirm a previously made decision.
[Link] Communicate Policy Changes
1. Memos notify staff of any updates or changes in company policy.
[Link] Give/Seek Suggestions
1. They are used to offer or request suggestions from employees.
[Link] Remind Someone of Action Required
1. Memos can serve as reminders for pending actions that need to be taken.
[Link] Request Help or Information
1. They may be used to ask for assistance or specific information.
TYPES
• Informative memo: This type of memo provides
information about a topic, such as a new policy, a
change in procedure, or an upcoming event. The goal of
an informative memo is to inform the readers and
explain the rationale behind the information.
• Directive memo: This type of memo gives instructions
or directions to the readers, such as how to complete a
task, follow a rule, or comply with a requirement. The
goal of a directive memo is to persuade the readers and
provide clear and specific guidance.
• Request memo: This type of memo asks the readers
to do something, such as approve a proposal, grant a
permission, or provide a resource. The goal of a request
memo is to convince the readers and justify the request
• Response memo: This type of memo answers a
question, addresses a concern, or provides feedback to
the readers, such as responding to an inquiry, resolving
an issue, or evaluating a performance. The goal of a
response memo is to satisfy the readers and
demonstrate competence.