1.0          Principles and Practice of Written Communication

In organisations, written communication takes many forms – letters, proposals, reports, emails, memo, etc. They are platforms for exchange of information in the business community.

1.1          Letter Writing

Letter writing is a crucial means of communication.  Through letter writing, organisations can communicate any theme to the outside world both locally and internationally.

Importance of Letter Writing

-          It is a means of sending and receiving information.

-          Letters also serve as reference materials.

-          When they are well signed, letters have a legal value.

-          Letters can be used to resolve business conflicts.

-          They can communicate appreciation,  order, request,  condemnation,  commendation and other themes.

-          They can be used to negotiate business.

-          They can also be used to forward documents,  objects and instruments.  

Characteristics of Formal/Business Letters

Objectivity:  Reports are unbiased record of a research. 

-              Audience Oriented: A good report is written to meet the readers’ need.

-              Accuracy:  Both content and language should meet some level of accuracy.

-              Simplicity:  The style and language are made to aid interpretation and understanding.

-              Relevance:  The theme and supporting themes are tailored to the need of the research.

-              Logical:  In discussing the data and explaining the findings, ideas are made to relate one to another.  Also, the report writer should ensure that findings and conclusions explained are obtained from data analysis and recommendations are based on the results obtained from findings.

 

Components of the Business Letter

Letterhead:  Letterhead contains the company’s name and address including phone numbers, email addresses and reference numbers.

Writer’s address:  When letterheads are not used, the writer will enter his official address.

Date:  The date line contains current date.

Receiver’s address:  The receiver’s address normally appears at the left side after date.  It contains the recipient’s designation, department/unit, name and address of the organisation.

Subject:  Formal letters are given titles that reflect the theme of the letter.

Body:  The body hosts three sections, namely, introduction, message and conclusion.

-          Introduction:  Introduction provides background information and gives an insight into the theme of the letter.

-          Message:  This section is the main body which discusses the aim and objective of the letter.

-          Conclusion:  The concluding part of formal letters gives assurances, shows willingness to cooperate and be influenced or the writer’s expectations and gratitude.

Complementary close:  Usually ‘Yours faithfully’ or ‘Yours sincerely’

Signature:  The writer signs off with his official signature and seal.

Writer’s Name:  This is written immediately after the signature.   The name is written in full.

 

Functions of the First, Middle and Last Paragraphs of Letters

First Paragraph (Introduction)

First paragraph of letters communicates background information and also provides an insight into the theme of the letter.

Middle Paragraphs (Main body)              

This is the main body of the letter.  The middle may contain more than one paragraph and they communicate the theme of the letter and their explanation.  Middle paragraphs carry the message of the letter.

Last Paragraph (Conclusion)

Last paragraphs of letter justify or establish the stand of the writer. They, sometimes communicate the writer’s hope or expectations and/or express gratitude in advance for the addressee’s willingness to cooperate.

 

Types of Business Letters

A.      Letter of Complaint:  Letter of complaint is used to express dissatisfaction about services not well rendered or about goods not well handled.  It is written when there is a fault observed either in goods supplied and/or services rendered.

Features of Complaint Letters

-          The fault should be expressed in a clear and understandable expression.

-          Evidence should be stated, that is, when, how and why of the fault.

-          State the effect of the problem on your business or organisation.

-          State how you wish to be served or proffer solution to the problem.

-          Show willingness to cooperate.

B.      Letter of Inquiry:  Letters of Inquiry are written to elicit information about goods, conditions of service, process and procedure of a theme. Letters of Inquiry border on a need and how to satisfy it.

Features of Letter of Inquiry

-          Define and express the need accurately and comprehensively.

-          Describe the qualities and quantities of the need.

-          If the need has monetary value, ascertain the price and method of payment  and discount.

-          Inquire of suitable method of delivery.

 

C.      Letter of Order:  It is a letter written to place order for goods or services.  The letter clearly states the type of goods or services needed.  It will include quantity and quality of the items required as well as their method of delivery and time expected.

Features of Order

-          Itemise the needed items.

-          State the quality you need (i.e. brand, model, size, colour and other attributes).

-          State the quantity needed for each item.

-          State method of payment.

-          Restate method of delivery.

 

D.      Letter of Invitation:  Letters of invitation are used to invite people to events such as meetings, inauguration ceremonies, conferences and so on. 

Features of Letter of Invitation

-          State the event unambiguously.

-          State the objective or agenda.

-          State date and time for the event.

-          State venue.

-          Use persuasive tone to encourage the invitee to be present.

 

E.       Application Letters:  Application letters include letters written applying for job, to bid a contract, letters of intent, etc.  Application letters are usually brief and concise and often serve as forwarding letters for attachments.

Features of Application Letters

-          Adopt conventions for formal letter writing.

-          Title will state type of application i.e. Application for Employment.

-          Introduction will state position applying for and where the applicant saw the advertisement soliciting for the application.

-          Body will contain a brief biodata of the applicant, educational background, what qualifies him for the position and his personal attributes that will serve as additional advantage to qualify him for the post.

-          Conclusion shows positive expectation and desire to be part of the workforce.

 

F.       Refusal Letter: It is the letter written when one declines an offer or an invitation.

Features of Refusal Letter

-          Acknowledge receipt of the letter of invitation or of an offer and thank the writer for the invitation or offer.

-          Politely decline and state reasons for declining.

-          Letters of refusal are generally polite.

1.2          Memo

Memo is one of the correspondences that circulates within an organisation.  The writer and reader of memo are staff of the same organisation. Memo can be written by any staff but there are communication  network systems (i.e. lateral, vertical and diagonal networks)  that guide how memo flows in the organisation.

 Components of a Memo

 Organisation’s Name:  The name and brief address of the organisation are printed on the memo sheet. 

Memo Head:  Memo is boldly printed after the name of the organisation.

From line:  The writer’s official designation and department are printed in the ‘From line” to show the initiator of the memo and the unit it is coming from.

To line:  This line hosts the recipient’s official designation and his unit.

Subject:   The title of the letter is printed in the subject line.

Date:     Current date is printed here.

Body:    Body of memo is segmented into three, introduction, message and conclusion.

Signature and Name:  Signature comes before the writer’s name.  Sometimes, if the writer’s name is handwritten, he may not need to print his signature but if otherwise, he signs his signature and prints his name thereafter.