Table of Contents

Title Page

Copyright Page

Dedication

Introduction

CHAPTER 1 - When Is a Letter the Best Way to Communicate?

The changing status of letters

The advantages of putting your message in writing

The advantages of putting your message in a letter

Of course, e-mail has its advantages, too…

The benefits of a well-written letter

CHAPTER 2 - Advice and Etiquette for E-mail Enthusiasts

Tips for deciding when to use e-mail

Using the SNAIL formula to choose between e-mail and snail mail

Secure

Noted

Affective

Impressive

Legal

E-mail do’s and don’ts

Precautions on career-related e-mail

CHAPTER 3 - Tips for Drafting a Letter Quickly

Getting started—especially if you don’t like to write!

A better writing process

Clarify your purpose

Analyze your audience

Brainstorm your ideas on the subject

Group like ideas

Order your groups

Drafting your letter

Editing your letter

CHAPTER 4 - Entice Your Reader to Read—From Beginning to End

6 basic purposes for writing a letter

Characteristics of a good business-oriented letter

The editor’s checklist

CHAPTER 5 - The Parts of a Letter

Heading or stationery letterhead

Date

Reference line

Mail or confidential notation

Inside address

Attention line

Salutation

Subject line

Body of the letter

Complimentary close

Signature

Additional notations

Postscript

CHAPTER 6 - Forms of Address

Social titles

Professional titles

Corporate titles

State and local government titles

U.S. government titles

U.S., state, and local court titles

Diplomatic titles

Military titles

Military abbreviations

Religious titles

College and university titles

CHAPTER 7 - Letter and Envelope Formats

Business letter formats

Block format

Modified block format

Modified semiblock format

Simplified format

Social letter formats

Standard social format

Intimate format

Format questions and answers

CHAPTER 8 - Templates for Successful Letters and E-mails

Template 1: To request information or routine action

Template 2: To persuade someone to take action

Template 3: To demand action

Template 4: To provide information or describe an event

Template 5: To acknowledge information or an event

Template 6: To convey bad news or decline a request

Sample Letters and E-mail Messages

Job and Career Letters and E-mails

For information-gathering and requests: Template 1

If you want the job, use Template 2

Use Template 4 to simply provide information

Acknowledging events or the receipt of information

To tactfully deliver bad news, use Template 6

Post-Secondary School Admissions Letters

Use Template 1 for information requests

To be persuasive, use Template 2

Using Template 4

Acknowledging events or the receipt of information

To tactfully deliver bad news, use Template 6

Parent-School Letters

Use Template 1 to request information or action

For less-than-routine requests, use Template 2

When persuasion isn’t necessary

To show appreciation, use Template 5

To tactfully deliver bad news, use Template 6

Consumer Letters and E-mails

For straightforward requests, use Template 1

For consumer complaints, use Template 2

If previous requests fail, try Template 3

When to use Template 4

To show appreciation, use Template 5

Tactfully take business elsewhere using Template 6

Letters for Banking and Credit Concerns

For straightforward requests, use Template 1

Anticipate resistance? Use Template 2

If previous requests fail, try Template 3

When to use Template 4

To show appreciation, use Template 5

Tactfully take business elsewhere using Template 6

Letters for Medical and Insurance Concerns

For straightforward requests, use Template 1

When persuasion may be needed, use Template 2

When to use Template 4

Use Template 5 to say, Thanks!

Soften bad news with Template 6

Letters to Government Agencies

For information requests, use Template 1

For less-than-routine requests, use Template 2

When to use Template 4

Letters and E-mails to U.S., State, or Local Government Officials

For straightforward requests, use Template 1

To be persuasive, use Template 2

When to use Template 4

To show your support, use Template 5

To tactfully deliver bad news, use Template 6

Letters About Real Estate and Legal Concerns

For straightforward requests, use Template 1

Community Action and Fund-Raising Letters

For straightforward requests, use Template 1

When persuasion may be needed, use Template 2

When to use Template 4

To show appreciation, use Template 5

To tactfully say no, use Template 6

Letters and E-mails to the Media

For straightforward requests, use Template 1

When persuasion may be needed, use Template 2

When previous requests fail, try Template 3

When to use Template 4

Use Template 5 to say, Thanks!

To tactfully deliver bad news use Template 6

Social Letters and E-mails

Using Template 1

For less-than-routine requests, use Template 2

In social situations, avoid Template 3 letters

For most social letters, use Templates 4 or 5

Copyright © 2004 by The Career Press, Inc.

All rights reserved under the Pan-American and International Copyright Conventions. This book may not be reproduced, in whole or in part, in any form or by any means electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system now known or hereafter invented, without written permission from the publisher, The Career Press.

EVERYDAY LETTERS FOR BUSY PEOPLE, REVISED EDITION

EDITED BY CLAYTON W. LEADBETTER

TYPESET BY EILEEN DOW MUNSON

Cover design by Foster & Foster, Inc.

Printed in the U.S.A. by Book-mart Press

To order this title, please call toll-free 1-800-CAREER-1 (NJ and Canada: 201- 848-0310) to order using VISA or MasterCard, or for further information on books from Career Press.

The Career Press, Inc., 3 Tice Road, PO Box 687,

Franklin Lakes, NJ 07417

www.careerpress.com

Library of Congress Cataloging-in-Publication Data

May, Debra Hart, 1961-

Everyday letters for busy people : hundreds of samples you can adapt at a moment’s notice : invitations and resignations, complaints and condolences, e-mail and snail mail, and more / by Debra Hart May & Regina McAloney.—Rev. ed. p. cm.

Includes index.

ISBN 1-56414-712-6 (pbk.)

eISBN : 97-8-160-16386-5

1. English language—Rhetoric—Handbooks, manuals, etc. 2. Letter writing—Handbooks, manuals, etc. 3. Form letters—Handbooks, manuals, etc. I. McAloney, Regina. II. Title.

PE1483.M32 2004

808.6—dc22

2003061324

003 To Debra’s husband,

Mark,

and to Regina’s grandmother, 004

Josephine,

a devoted letter writer.

INTRODUCTION

Why Read This Book?

Many books give you advice about how to write a good letter. A lot of books even offer sample letters from which you can borrow lines or use in their entirety. This book, however, not only offers advice and lots of sample letters, it gives you tips and samples that fit realistic, familiar occasions for writing a letter—from personal business (such as expressing a complaint, writing to the editor of a publication, or inquiring about insurance) to social concerns (such as making an announcement, expressing regret, or extending an invitation).

This book also helps you answer one of the most pressing questions in this age of electronic communication: When is it appropriate, or perhaps more worthwhile, to send electronic mail instead of a letter? We not only answer this question but supply you with sample e-mail messages designed to engage their recipients and get results. In fact, all of the samples in this book were crafted not to be flowery or clever, but to help you accomplish your purpose for writing in the first place. We figure that if you’re taking the time to pull a letter together (or just to find the right ready-made letter), you want it to be effective.

Beyond that, if writing is a task you find challenging or don’t enjoy, you’ve picked the right book. This book offers much more than samples, which, let’s face it, may not always work for you; it provides suggestions that can help you fly solo. When you need to write all or just a part of a letter or e-mail message on your own, this book can help in four ways:

1. It provides templates, or step-by-step guidelines, for composing different types of letters or e-mails. Whatever your situation, the corresponding template can help you decide how to begin, develop, and end a truly effective message.

2. Marginal notes next to each sample letter or e-mail help you see how the sample conforms to a particular template.

3. Checklists help you make sure you’ve covered aspects critical to succeeding with each type of letter or e-mail.

4. A simple five-step formula helps you quickly decide—before you begin writing—what you want your letter or e-mail to accomplish and what the recipient will most want to read.

Please note that all of the names, addresses, zip codes, phone numbers, and scenarios used in the samples in this book are fictitious. Only the addresses of U.S. government agencies are real. (Names of government officials, however, are not.) Also note that the sample letters appear in the format appropriate for stationery without letterhead. When you use letterhead, omit your name and address if the sample directs you to include them.

Whether you decide to use parts of the samples that this book provides or start from scratch, the advice that follows can help you get the most out of the time you spend writing a letter or typing an e-mail.

CHAPTER 1

When Is a Letter the Best Way to Communicate?

Hardly anyone writes letters anymore. Most of us, when we need to voice a complaint, express appreciation, or handle almost any personal business matter, either pick up the phone or log into our e-mail account. Typically, placing a call takes less time and effort than sitting down to compose a letter. What’s more, e-mail has all but replaced letter-writing, and even phone calls, as the standard way to communicate quickly with customer service departments, product manufacturers, government entities, and organizations of all sorts. In fact, to instantly post what we need to say, we can usually just click a Contact us button on these organizations’ Websites.

Social situations, too, seem to simply require a telephone call or a text message. And what about sending an e-card, an e-invitation, or a social announcement by e-mail? At the most, a regular greeting card is enough, isn’t it? After all, hardly a social situation exists for which we can’t find a card these days. But before you click on that Send button or visit the local card shop, here are a few things to consider.

The changing status of letters

The swiftness and ease of e-mails and phone calls, not to mention the fact that they don’t require postage, seem to have diminished the role of letter-writing in modern life. Job seekers now transmit resumes and thank-you notes via the Internet; family members send one another e-greetings for holidays, special occasions, or just to say Hi; brides and grooms broadcast rehearsal night details with the help of mass e-mails. Indeed, e-mail, pagers, text messaging, faxes, and phones have taken the hassle and cost out of many a task.

On the other hand, the popularity of electronic communication has also given letter-writing a newfound privileged status. In some situations, no electronic message says business the way a signed, carefully crafted memo on official letterhead can. Nor does e-mail express emotion and personality the way our penmanship and personal stationery can. What we gain in formality and artistry, we sometimes lose in convenience.

Here are some pointers to help you determine when a letter or e-mail is better than a phone call—and when that old-fashioned letter may be the best thing of all!

The advantages of putting your message in writing

For starters, handling personal business by phone doesn’t always work. In some situations, letters or e-mails are more practical.

007 One phone call often becomes several, as you’re passed from one person (or worse, voice-mail message) to the next, stating your need or complaint multiple times. Then you wait for a return call from that one person, who is the only one allowed to help you (and she’s out of the office...).

008 In some situations, and with some organizations regardless of the situation, no number of phone calls will result in the action you need. Government entities, for instance, often require a form or letter to document the issue at hand prior to their taking any action.

009 If you’re in any situation that requires documenting what you’ve said and the responses you’ve received, it’s handy to have hard copies or electronic files on your side. For instance, you may need to track what a company promised about an order that was shipped too late.

010 A call can be impractical and inconvenient when the business at hand is important but not urgent. For example, you might just want to tell a political candidate about your views on an environmental issue.

011 A call can be troublesome when the information is complicated and likely to be misunderstood, lost, or miscommunicated. When a complicated situation fails to be resolved with a first or second phone call, you’re typically better off putting pen to paper or typing away on your keyboard.

012 Past experience with an organization may tell you that only a formal letter, less easily ignored than a phone call, will result in action. And a letter is typically the only way to make your appeal to anyone even close to the CEO.

013 Many employers prefer receiving communications with job candidates via the post office or electronic mail. They’d rather be free of the nuisance of phone inquiries by persistent job seekers, or of voice mailboxes filled to maximum capacity.

014 A call can be intrusive for a stressed recipient—for instance, someone struggling with a business deadline.

015 A call can be awkward or inappropriate when someone is grieving the loss of a loved one, dealing with personal tragedy, or involved in some other private matter about which you may not be aware.

016 A call may not be best when you are angry or suspect a recipient might respond with defensiveness (as with a complaint) or embarrassment (as with a compliment or congratulations).

The advantages of putting your message in a letter

In some cases, neither a phone call, an e-mail message, or even a card is formal or lasting enough, whether for business or social purposes.

017 A call or e-mail message expresses too casual a message when your purpose is formal or your intent deeply heartfelt. Only a letter or note may really work for an invitation to a charity event you wish to promote, a thank-you for an overnight stay, or an expression of sympathy when someone has died. A card can sometimes express the sentiment you’re looking for, but often only something more elaborate—a letter—will do.

018 Because e-mail is so quick and convenient, it sometimes leaves the impression—particularly during a job search and in delicate social circumstances—that not much thought or effort was involved on your part. The care you spend in selecting the right stationery and typeface for your cover letter or creatively decorating your letter to a dear friend will not go unnoticed.

019 Calls and electronic messages cannot always provide the kind of formal documentation you or your reader may want for future reference. Examples include: documentation of details that require privacy, such as identification numbers, medical claim data, or account information; receipts for service and copies of legal documents; a reference or formal introduction to a colleague; a job acceptance, rejection, or resignation; and information on successive attempts to collect money or obtain compensation.

020 Add to all of this the fact that e-mail has gained a reputation for being a forum for poor English, cryptic abbreviations, emoticons, annoying chain letters, trifling or offensive jokes and attachments, unsolicited marketing messages (spam), and computer viruses. It’s clear that your formal, sealed letter will be more often appreciated than not!

Of course, e-mail has its advantages, too…

021 Most employers are looking for job candidates who aren’t intimidated by e-mail or posting their resumes online. Many employers even request that you send your cover letter and resume only to their e-mail address. Not only does doing this demonstrate how technology-savvy you are, but it allows employers quick access to your information and the ability to log any of your communications and attachments into their computer filing system. (See Chapter 2, however, for precautions on career-related e-mailing.)

022 Many companies and organizations, especially those with a strong online ordering or customer-service component, operate almost completely in the world of cyberspace. They expect you to contact them by e-mail, and they will respond to you promptly. Why draft a letter to that online merchant when you can send your question with the click of a mouse?

023 When something unexpected occurs at the last minute (for example, a change in the venue or time of a get-together, or the need to clarify some driving directions that you sent with an invitation), the time constraints involved almost demand that you send a group e-mail if you happen to have all the necessary e-mail addresses on hand.

024 And, of course, when you’re completing a project or a report on a deadline, the post office cannot surpass the time-saving ability of e-mail.

If we’ve just reinforced what you’ve always valued about e-mail, we want to stress that there are definite guidelines for crafting elegant and effective e-mail messages. There are also situations in which you might want to opt for a message that’s signed, sealed, and delivered rather than propelled into the wonderful world of wireless, and you need to know how to figure out when that’s the case. Be sure to read Chapter 2, Advice and Etiquette for E-mail Enthusiasts.

The benefits of a well-written letter

Sometimes composing a good letter is both the most effective and the most expedient way to express a message or get something done. What’s more, a well-crafted letter can allow you to express yourself more carefully and clearly than you’re probably able to on the fly (whether on the phone, in a card, or by e-mail). And letters, without equal, make a strong impression: Your words, when put in letter form, carry more weight than those conveyed either by phone, card, or computer. So once you’ve decided to write a letter, take the time to write it well. Poorly written letters are often guilty of putting off their readers.

025 Letters of complaint tend to ramble through a long chronology of events and often bury or fail to even express the writer’s point: the action wanted of the reader!

026 Letters on emotionally-charged topics often wallow in emotion and fail to clearly express their point.

027 Letters written with the slightest hint of anger or sarcasm—even when the writers feel fully justified in their positions—divert attention from the real issue, confuse the facts of a situation with feelings and personal attacks, make cooperation less likely, and can jeopardize long-standing relationships.

028 Letters saying no often offend readers by containing one-sided, excuse-ridden, or politely elusive explanations.

Well-written letters, on the other hand, can go a long way to build relationships, assist others in solving problems, ease tense situations, clarify or verify important information, and motivate others to act!

CHAPTER 2

Advice and Etiquette for E-mail Enthusiasts

Yes, e-mail is fast. And yes, it allows you to send the same message to many people at once. And, of course, you can send an e-mail at any time of the day or night and know it will reach its intended recipient in a matter of minutes (that is, as long as you’ve typed the correct e-mail address and all hardware is functioning properly). Additionally, you can be more conversational in e-mail than you might be in a formal letter.

But with all this convenience and ease, we tend to forget that composing a good e-mail requires thought and attention, just as writing a good letter does—especially when we have something important to say. We may also forget that e-mail may not be appropriate for some situations at all.

Writing a good e-mail doesn’t have to be difficult, though. Neither does figuring out when to send a letter instead of an e-mail. That’s why this chapter gives you simple tools for deciding when to use e-mail, as well as for crafting polite and effective e-mails with ease. Because good e-mail-writing involves many of the same principles that apply