Routine Message
Example 1: Routine request
Asking for something receiver is likely to give
Direct approach
Opening
▪ start with goodwill words or reference previous communication ▪ what you want to know -- specific question/instruction, general request for information
Dear Ms. Tan:
I refer to our phone call this morning concerning my credit card account no 1234567. Would you please send me an itemised statement covering my card account for January?
Body
▪ summarise why you are asking, telling; expand on question/instruction, logically, politely ▪ separate paragraphs for each main point; use bullets if necessary
According to the invoices I have, the amount owed should be $1,271.54. Your statement shows $1,793.54 owed. Perhaps you have not yet recorded the $401 refund on goods returned on invoice no. J789 last week. But even this possible error does not fully explain the difference.
Closing
▪ state action wanted, timeframe ▪ show appreciation in advance; appropriate goodwill words
I would appreciate your usual promptness in resolving this matter.
Yours sincerely,
Example 2: Favourable response
Complying with receiver’s request
News is good
Direct approach
Opening
▪ identify correspondence being answered ▪ give your reply, say you are giving what is wanted
Dear Ms. Mehta:
As you requested in your April 12 letter, we will be happy to help with your event publicity campaign.
Body
▪ expand on what you are giving and why ▪ information in logical order (number, bullet if necessary) ▪ if negative element, give appropriate emphasis
To help us understand the background to this event, Mr. Peter Wu of our advertising department has already started researching similar events in other countries. He will prepare a position paper for you, outlining possible campaign strategies. You can expect his report by April 20.
Closing
▪ cordial words adapted to situation
Your event will help put SMU on the map for philanthropic activities. You are taking on a
Asking for something receiver is likely to give
Direct approach
Opening
▪ start with goodwill words or reference previous communication ▪ what you want to know -- specific question/instruction, general request for information
Dear Ms. Tan:
I refer to our phone call this morning concerning my credit card account no 1234567. Would you please send me an itemised statement covering my card account for January?
Body
▪ summarise why you are asking, telling; expand on question/instruction, logically, politely ▪ separate paragraphs for each main point; use bullets if necessary
According to the invoices I have, the amount owed should be $1,271.54. Your statement shows $1,793.54 owed. Perhaps you have not yet recorded the $401 refund on goods returned on invoice no. J789 last week. But even this possible error does not fully explain the difference.
Closing
▪ state action wanted, timeframe ▪ show appreciation in advance; appropriate goodwill words
I would appreciate your usual promptness in resolving this matter.
Yours sincerely,
Example 2: Favourable response
Complying with receiver’s request
News is good
Direct approach
Opening
▪ identify correspondence being answered ▪ give your reply, say you are giving what is wanted
Dear Ms. Mehta:
As you requested in your April 12 letter, we will be happy to help with your event publicity campaign.
Body
▪ expand on what you are giving and why ▪ information in logical order (number, bullet if necessary) ▪ if negative element, give appropriate emphasis
To help us understand the background to this event, Mr. Peter Wu of our advertising department has already started researching similar events in other countries. He will prepare a position paper for you, outlining possible campaign strategies. You can expect his report by April 20.
Closing
▪ cordial words adapted to situation
Your event will help put SMU on the map for philanthropic activities. You are taking on a