Writing Guide: Emails and Informal letters.

An informal letter or email is usually between people who know each other fairly well. In addition to giving news, they are often used to request information, congratulate people, give advice and ask questions. There are a lot of similarities between informal letters and conversation. Informal letters ask a lot of questions, show interest and enthusiasm, and imagine a lot of shared information. 1 Titles and addresses When writing an informal letter you sometimes write your own address and the date (but not your name) at the top right-hand corner of the page, then start the letter on the left-hand side. Addresses and dates are not given in an email, but emails do need a subject title. A subject title should be brief and should summarize the main point of the email. EXAM TIP Many exams do not require you to write your address and the date at the start of your letter, so make sure that you follow any instructions carefully. Start with Dear followed by the first name of the person to whom you are writing. In emails, you can also start with Hi (and the person's name), or just the person's name. Informal letters sometimes have a comma after the person's name, and the letter starts on the line below and is often indented. However, because of the popularity of word processing and emails, the rules on punctuation and layout have now become more relaxed. The important thing is to be consistent with the style that you choose to use (so if you use a comma after the person's name at the start of the letter, use a comma after the closing statement at the end). STUDY NOTE
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Don't forget to use only the first name of the person you are writing to, not x Dear Mr John, which is never used, or x Dear Mr John Brown, which sounds too formal. 2 Openings When writing an informal letter, you are usually replying to another letter. You would normally start with a greeting, then acknowledge the letter to which you are replying. It is often a good idea to acknowledge some key information given in the original letter too. You can also make a comment on your own reply. USEFUL PHRASES Start with a greeting: How are you? | How have the family been? | I hope you are well. Acknowledge the original letter: Thank you for the letter and parcel which arrived this morning. | It was great to hear from you again after such a long time. | I was so surprised to hear that you are going to university in America! Make a comment on your reply: I have so much to tell you. | I'm sorry I haven't written for so long. 3 Covering all the issues When you have finished your opening comments, begin a new paragraph and cover all the information that you want to mention. A letter that is written accurately and with a good range of language will still not be effective unless you make sure that you say all the things you need to say. Make sure that your reply answers any questions that you were asked in the original letter or email and takes into account any additional information that you have been told to mention. EXAM TIP

In many exam questions, you will be told what to include in your reply. There will also often be additional notes which serve as prompts for your reply. It is important that you include these in order to get a good grade. 4 Using informal language An informal letter or email is an opportunity to demonstrate informal language skills. There are a number of ways to make your language informal: USEFUL PHRASES Use intensifying adjectives and adverbs to show enthusiasm: I've got a fantastic new job. | My new boss is an absolute nightmare. Use idiomatic language: Things have been getting on top of me at work lately. | It's been ages since we last managed to meet up. | What have you been up to lately? | Let me know what you think. | I'll fill you in when we next meet. Use question forms to make the letter read more like a conversation: How are your studies going? | How does that sound to you? Use informal vocabulary: use get instead of receive, I guess instead of I think Use phrasal verbs and phrases: we get on well, write back soon, get in touch. Use contractions: I can't help thinking I should've told you sooner. 5 Range It is important that you use grammatical expressions and vocabulary appropriate to the level of the exam. Even if there are no mistakes in your writing, you will not be able to get a good grade if you use only
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the language and vocabulary that you learnt at elementary level. Even in informal writing, there is a good range of language you can use. USEFUL LANGUAGE Use the present perfect progressive to give news: I've been helping my parents out at their shop. Use a future progressive for future plans: I'm going to be staying at my grandmother's house all summer. Use conditional sentences to make suggestions: If you let me have your number, I'll give you a call at the weekend. Use polite question forms for requests: Do you think you could send me a copy of the photos? | Would you mind if we didn't go camping? Use question tags to check information: Nobody else knows, do they? | You don't mind, do you? 6 Connectors All good writing makes good use of connectors. However, many of the connectors you have learnt for other styles of writing are inappropriate in an informal letter or email. For informal writing, you need to use some of the connectors that are more specific to spoken language. USEFUL PHRASES To introduce a topic: Well, you'll never guess who I bumped into yesterday. | I know how much you love tennis, so I've got us some tickets to Wimbledon. | By the way, did you know that John's got a new job? To go back to a previous topic: Anyway, as I was saying earlier, I really wasn't very happy there. | Now where was I? Oh yes, I nearly forgot, Mary asked me tell you about the cinema.

To introduce surprising or bad news: Actually, he came to the party after all. | I'm really sorry but I can't make it. | To tell you the truth, I don't really like sports much. To summarise what you've already said: Anyway, we had a really nice time in the end. | Well, to cut a long story short, we didn't get there on time. 7 Closing statements The end of your letter is as important as the beginning. There are some standard ways of finishing an informal letter or email. USEFUL PHRASES Give a reason why you're ending the letter: Anyway, I must go and get on with my work! | I guess it's time I got on with that studying I've been avoiding. Make a reference to future contact: Anyway, don't forget to let me know the dates of the party. | I'll try and phone you at the weekend to check the times. | We must try and meet up soon. | I can't wait to hear from you. A closing statement, such as Take care, Best wishes or Love should be written on a new line. If you used a comma after the opening greeting, use a comma here too. Your name then follows on another new line. People often write an X below their name to indicate a kiss. If you have forgotten something important, add it at the end, after your name, after the letters PS. Sample emails Part of an informal email: Anyway, I was really writing to ask if you would like to stay a little bit longer when you come over. You've already got the wedding invitation
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- I can't believe my sister's getting married in a few months' time! I was thinking perhaps we could spend some time together before or after the wedding. Let me know what dates would be good for you. Also, my mum would like to know if you wouldn't mind sharing a room. We're going to be quite busy, what with the wedding and everything. I know this is your first visit to Britain, so please let me know in your next email what kind of things you'd like to do when you're here. We're going to have a great time. Write back soon. John An informal email in answer: To John@bullnet.com From Maria@winnet.com Subject - Your invitation Dear John Thanks for your email. I'm glad to hear that everything is going well. Sorry I'm a bit late replying, but I've been really busy studying for my exams and I haven't had time to check my mail for days. Thank you so much for inviting me to stay a bit longer. I'd love to spend some more time with you. I'll really need a break after all this studying. My classes at university finish on 5th July. Is it OK if I come on Monday 15th July and leave on Friday 26th? If these dates sound good, let me know and I'll go ahead and book the flight. I need to ask you a few questions about your sister's wedding. What kind of clothes should I bring? I've never been to a wedding abroad before. Also, my family really wants to get a small gift for Jane. My parents are very fond of her. What do you think about some beach towels? They could use them on their honeymoon.

Finally, you asked me what I'd like to do when I get there. Well, I guess the first few days we'll be busy getting ready for the wedding. After that, though, there are one or two things I'd like to do. You know I'm a huge fan of modern art and I hear that the Tate Gallery has a fantastic new exhibition on. Do you think we could go there one day? Of course, a day sightseeing in London would be great, too. Other than that, I'll leave it up to you. Anyway, I hope to hear from you soon. Take care Maria

introduced ideas without developing them, or separated one idea over several paragraphs. If paragraphs are very long, there is usually more than one idea in the same paragraph. Poor paragraphing is considered poor style and will not get a good grade. As a general rule, a paragraph should use a minimum of three sentences to develop an idea. It is not common to see paragraphs of more than six sentences, although there are some exceptions. There are ten easy ways to develop an idea into a paragraph. You can select from the following. 1.1 BEGIN WITH AN IDEA

PS By the way, could you please tell your mother that I don't mind about the room? Whatever is easiest for her will be fine. Writing Guide: Structuring Writing. There are certain things that all good writing contains. Features such as paragraphing, cohesion and using complex sentences make a text easier or more interesting to read and will be given a higher grade by examiners. All writing should contain an introduction, main body and conclusion. The information you need to include in each of these sections will depend on the style of writing. 1 Paragraphing Successful paragraphing is essential to good writing. Do not use too many paragraphs. If paragraphs are very short, the writer has either
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Introduce the topic of your paragraph clearly in the first sentence. USEFUL PHRASES Introduce the main idea: I tend to think that a later date would be more suitable. | Many people argue that there is a strong case for capital punishment. | I would like to ask you a few questions about John's birthday party. This sentence is often called the topic sentence, as the main idea of the paragraph is clearly stated. Although a topic sentence can appear anywhere in the paragraph, it is often the first sentence in the paragraph. 1.2 GIVE MORE INFORMATION If something is unclear, you can give more information in the following sentence. USEFUL PHRASES

Add an explanation or further information: By young people I mean children under the age of twelve who are not yet completely responsible for their actions. 1.3 SHOW CONCESSION Often an argument has two sides. Show that you understand the weaker side to the argument, but that you are not persuaded or not able to accept this idea. USEFUL PHRASES Add concession: Although I would be happy to come to your office, I'm afraid that this will not be possible until the end of the month. | While I understand that this may be difficult, I feel that it is the only option. | Despite the high levels of unemployment in that year, crime did not rise. 1.4 REJECT AN IDEA A strong way of making a point is to express your doubts about an argument, say what you do not believe, or state what is not possible. USEFUL PHRASES Say what you do not think: I am not convinced of the benefits of this proposal. | I do not believe that this level of service is satisfactory. State what is not possible or point out false conclusions: It is not necessarily the case that an immediate ban on smoking would have a positive effect. | I am afraid that I cannot accept the dates that you have suggested. 1.5 GIVE EVIDENCE OR EXAMPLES Giving details about what, where, or when something happens makes your ideas stronger
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USEFUL PHRASES Add examples: There are several reasons for this, such as an increase in life expectancy, or a rise in living standards. | A good example of this is my home town, where the city centre has been made into a pedestrian zone. Give evidence: This argument has been supported by many experts in the field. | Research suggests that a good diet may be more important to educational achievement than we previously thought. 1.6 GIVE THE REASON FOR SOMETHING Say why something has happened. USEFUL PHRASES Give reasons or results: This would mean that many younger people would no longer have access to sports at school. | As a result of this, we have seen a rise in profits. Talk about the cause or effect: A key factor is the level of education in a society. | There may be serious repercussions in the future. You should pay careful attention to the construction of these words. You will need to be aware of the order of ideas (if the word is followed by a reason or a result), and to the word form. Some of these words are verbs and you will need to learn the correct constructions (result in something, cause something to happen etc), some are nouns (a factor, a repercussion), and some are conjunctions and come between clauses (because, therefore). The dictionary will give you guidance on how to use these words and phrases. 1.7 GIVE ADDITIONAL INFORMATION Giving more than one reason, example or result is a clear way of building a strong point.

USEFUL PHRASES Add additional information: Not only were the staff unable to speak the local language, but they were also extremely unhelpful. | Another good reason is the cost of this plan. 1.8 GIVE THE CONSEQUENCES OF AN ACTION Say what might happen next. USEFUL PHRASES Give consequences: If this is not possible, we will have to find an alternative date. | We must take action now, otherwise it may be too late. You should pay careful attention to synonyms of the word if. Not all of the words that are similar to if can be used all the time. You may have to use a first conditional, not the second or third conditionals (e.g., Provided that we act now, there is a chance that the environment will improve.) You may only be able to use an expression with a positive idea (e.g.: Provided that we continue to invest in new technology, solutions will be found), or with a negative idea (e.g.: We must act now, otherwise it will be too late.) The dictionary will give you guidance on using these words, but check before you write them in your essays. 1.9 MAKE IMPORTANT ISSUES CLEAR Some events or reasons are more important than others. Occasionally signaling important points can make your ideas much clearer. USEFUL PHRASES Introduce strong arguments and ideas: Besides, the hotel will be closed during that period. | Moreover, many people feel that this policy is unfair to the most vulnerable members of our society. | To make
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matters worse, the hotel room did not have an en-suite bathroom and we had to share a shower with three other families. 1.10 REMIND THE READER OF THE MAIN POINT OF THE PARAGRAPH Say why the information in your paragraph is important, or what the reader must do next. USEFUL PHRASES Repeat the main point: For this reason, many people argue that hunting should be banned. | I am very sorry for any inconvenience caused. Say what might or will happen next: Please could I have your response by the end of the week? | This will have a significant effect on the future generations. 2 Cohesion A paragraph is a group of sentences that are connected in terms of ideas, and also in terms of grammar and vocabulary. This is called cohesion. There are three effective ways of developing cohesion in your writing. 2.1 PARAPHRASING Paraphrasing means writing the same idea, but in different words. USEFUL PHRASES Use a different part of speech: The number of smokers rose for three years consecutively. This rise was largely because of successful advertising campaigns.

Use synonyms: More people bought video recorders that year compared to the previous year, when only 500 purchased a recorder. Use summaries: Junior managers tend to feel under more pressure to work long hours than their superiors. This tendency is seen in many different sectors. 2.2 SUBSTITUTION Substitution is writing a pronoun instead of a full name or phrase. USEFUL PHRASES Use he / they etc: I spoke to John and he said that you would tell him. Use this / this + noun: There were several repairs which needed to be carried out. This meant that production was significantly delayed. | The figures were much lower in European countries. This difference was largely a result of higher spending on education. Use that / those after a comparative form: The incidence of illiteracy among women in Africa was significantly lower than that of their European counterparts. | In general the results for Shanghai were more positive than those of the other five cities in the survey. Use such +(a) + noun: A large minority of visitors felt that the museum did not provide value for money. Such concerns were also raised by the leaders of school parties. Use auxiliary + so: We cannot continue to ignore the problem. If we do so, the effects may become impossible to reverse. Change a to the after the first mention: There was an increase in the amount of pollution in Bogota. The increase was largely due to the rise in population numbers.

Shorten names after the first mention: Dr Livingford refers to this in his book. Livingford argues that children need more time to play. | The Institute for Cancer Research (ICR) has come up with a few solutions. According to scientists at the ICR, we may need to look more closely at lifestyle issues than we have before. 2.3 CONNECTORS There is a wide range of connectors available to give the reader clues about how a sentence relates to the previous sentence. They tell us if we are about to read the reason (because), something surprising (despite), something important (moreover) etc. Many are already discussed in section 1 paragraphing. However, you can also build cohesion by using relative clauses. USEFUL PHRASES Use a relative clause: Ice-cream, which was originally available from specialist stores, quickly became popular. Use a present or past participle: The factories located in the countryside were cheaper to run. | The number of people buying leather goods fell. 3 Complex sentences Good writing should have a good mixture of sentence lengths. Longer sentences demonstrate control of language and are more interesting to read. Short sentences can be used to make a dramatic point. USEFUL LANGUAGE Use complex noun phrases: The rise in the number of unemployed people in my country has lead to many problems. | There have been a number of difficulties with the new system.

Use relative clauses: We had a few concerns which we would like to raise with you now. | There are many people nowadays who would like to take a month off to go travelling. Use connectors: Despite the many difficulties, we felt the weekend was an overall success. Add description with adjectives and adverbs: We had an absolutely amazing time visiting the spectacular mountains and admiring the beautiful scenery. | We walked hurriedly past the ancient wall to the empty fields outside the city. 4 Using your own language and terms It is never a good idea to copy phrases or expressions from the question or from any information you are given. Copying another person's words and using them in your own work is considered plagiarism and will always be marked down in an exam. See Writing Guide, University end of term paper for more information on avoiding plagiarism. Try to find ways of rewriting this information so that it means the same, but with different words. USEFUL PHRASES Use synonyms: Explain why you are suitable for the job. I believe I would be perfect for this particular position as I have all the relevant experience. Change the word order of the sentence: Levels of obesity are rising. There is a rise in the levels of obesity. 5 Audience and purpose

We always write for someone in particular and with a particular purpose. Your writing should reflect this. USEFUL PHRASES Be consistent with the register of your writing: I just wanted to find out how it all went. (informal) | I am writing to enquire about the results of your recent tests. (formal) Use the formulaic phrases appropriate to your purpose: Hope to hear from you soon. (informal letter). | Please do not hesitate to contact me if you need any further information. (formal letter) After you have finished writing, re-read your work. Would the reader be informed, persuaded or entertained? Have you covered all the points that are essential to make your letter or writing effective? If the answer is no, you will not get a good grade, even if the writing is of a high standard. 6 Range The quality of the language and vocabulary that you use will influence the final effect of your writing on the target reader. USEFUL LANGUAGE Use an appropriate range of tenses: We have been experiencing some problems with the new system. | By 2001, the figures had fallen to 5 million. | Phone me on Friday - I'll have finished it by then. Try to use a variety of ways to begin your sentences: I sent the package to you last week. The package was sent last week. | Unfortunately, the package was sent last week. Learn phrases, rather than isolated words. That way, you can use them in writing: This has had an enormous impact on our business. | We have carried out a survey of driving habits.
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Writing Guide: CVs and Letters of Application. There are many different ways to write a CV, and expectations are different depending on the kind of work which you are applying for. However, there are some things that they all have in common. A letter of application tends to be more standardized and uses a lot of formulaic language. You should try to include some of the phrases given below when you write a letter of application. Curriculum Vitae (GB) / Resume (USA) A CV should contain your personal details, and information about your qualifications and work experience. You may also include information about any additional skills and personal interests, and the names and addresses of anyone who would be willing to act as a referee. Try to keep your CV to one page, or a maximum of two pages. Future employers want a concise summary of your details. USEFUL PHRASES Give personal information: permanent address - temporary address home telephone number - mobile telephone number - fax number email address - nationality - visa status - DoB (Date of Birth) - Marital Status (Single or Married). NB In some countries, particularly the United States, you are not expected to give information about age or marital status on your CV. It is not considered acceptable to use these as criteria in selecting people. Give information about your qualifications: High School Diploma; University Degree - BSc or BA; Masters Degree; PhD; Post graduate diploma.. Say what you specialized in: Civil Engineering; Management Accounts
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Give information about your final project: My final thesis was on sports injuries and alternative therapies. | My final project was to design a Braille keyboard. Give information about your responsibilities at work: I was responsible for checking the monthly accounts. | I managed a small team of 3 people. Mention any special achievements: I succeeded in reducing costs by 20%. | I achieved the highest level of sales while I was working there. | I was promoted to the position of supervisor. Mention any additional skills: I am computer literate. | I have a working knowledge of German. | I am fluent in English. | I am a member of the professional institute of accountants in my country. Give the details of two referees: The following people will be happy to provide a reference. | The following people will be happy to testify to my suitability to this post. | References available on request (if you do not want to list the names). Information can be given in the form or full sentences or, increasingly, as bullet points. If you use bullet points, you do not have to use complete sentences. This can make a CV clearer and easier for possible employers to read: Work Experience Jun - Sep 2004: Fort Lord Camp, USA camp leader with children aged 12-14 supervised group of 6 children led sailing courses basic first aid responsibilities Other skills

Fluent Spanish Working knowledge of English and French Driving license Computer Literate (Word, Excel) Letter of Application For general guidelines on titles and addresses, and signing letters at the end, see the sections on Informal and Formal Letters in this Writing Guide. There is a fairly predictable order to the paragraphs for all letters of application. 1 Introductions You should begin your letter stating your reason for writing, naming the position that you would like to apply for, and saying where you have seen the position advertised. USEFUL PHRASES State your purpose in writing, name the position and say where you saw it advertised: I am writing in response to the job which I saw advertised in the Daily Herald. | I would like to be considered for the position of shop assistant. | I heard about this position through my careers officer at school. | I am writing to apply for a place on your work training scheme. | I heard about this scheme from someone who was on the program last year. State that you think you are suitable: I believe that I have all the necessary skills and qualifications for this post. | I believe that I would be suitable for this post. 2 Qualifications and experience Say what experience from your past makes you suitable for this job.

State your work experience: I have two years' experience working in this field. | I have had considerable experience working with children. | I have been a qualified aerobics instructor for five years. State your qualifications: I am a fully qualified accountant. | I have passed the European Computer Driving Licence. | I have taken courses in Excel. | I graduated from university with a Grade Point Average of 4.5 (6.0 scale). | I am currently studying on a Master's Degree Programme at Poole University. 3 Personal qualities and additional skills State what personal qualities you will bring to the job. Try to give some evidence of these qualities. For example, if you say you are hardworking, mention the high grade that you got at school or university. If you say that you get on well with people, mention that you were working in a team in your last job. USEFUL PHRASES Give personal qualities: I enjoy working in a team. | I enjoy the challenge of meeting targets. | I am patient and thorough in my work. Talk about language abilities: I am able to carry out most day-to-day tasks in French. | I am fluent in Spanish. Talk about computer skills: I am computer literate. | I have a good working knowledge of Excel. | I am confident using most desktop publishing packages. 4 Say why you want the job Give the reason why you would like this particular job, or why you would like to work for this company. USEFUL PHRASES

USEFUL PHRASES
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Say why you want this position: I would like the opportunity to learn more about accounting systems internationally. | This job would offer me more experience in my chosen professional field. State why you want to work for this company: XY systems is a leader in the field of mobile phone technology. | I would like the opportunity to work for a large, international company like BY Bank. 5 End the letter It is not appropriate to ask about salary or other work conditions in a letter of application. You should end your letter with a reference to future contact, and express your interest in hearing from them soon. USEFUL PHRASES Mention any documents you are sending with you letter: You will find a copy of my CV enclosed. Say that you would like to come to an interview: I would be happy to attend an interview at a time convenient to you. Mention possible referees: I can send you the names and addresses of people who would be happy to provide a reference on request. Express your interest in hearing from them: Please do not hesitate to contact me if you require any further information. Refer to future contact: I hope to hear from you in the near future. | I look forward to hearing from you at your earliest convenience. Sample CV and letter of application Cesar Villarraga Address: Apt 7, 45 Calle Sur, Buenos Aires Telephone: Home - 479375 Mobile - 0893 579-238 E-mail: cesar@villaraga.net.arg
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DoB: 28/05/85 Nationality: Argentinian Education and Qualifications 2003 - date Los Arboles University BA in Marketing (to be completed 2007). 1998 - 2003 San Juan School High School Diploma(Distinction) Work Experience Jun - Sep 2004 Fort Lord Camp, USA I worked as a camp leader with children aged 12-14. Jun - Sep 2003 McDonalds, San Juan I was a general worker in the restaurant. Other Skills I speak fluent Spanish and have a working knowledge of English (FCE level) and French. I have a driving licence and I am computer literate. Personal Interests I do judo in my spare time and have won several competitions. Dear Ms Brown I am writing to apply for the position of Tour Guide with your company. I saw your advertisement in the Buenos Aires Daily Planet and I would like to be considered for the job. I believe I am suitable for this post as I already have experience working with young people. I worked at a summer camp in the United States last summer and greatly enjoyed supervising a group of six children. I was responsible for their behaviour and welfare, and my duties also included taking care of basic first aid. I found the job very rewarding and I would like to work with this age group again. I feel that my experience would be an asset as a tour group leader.

In addition, I am hard-working and responsible. I passed my high school diploma with a distinction, and have recently passed the Cambridge First Certificate, so you can see that I have the language skills needed for this job. I speak Spanish fluently and have a good working knowledge of French. I have a clean driving licence and have always been interested in British culture and history. I would like to work for your company as it would give me an opportunity to develop my English skills further, and I am sure that it will be very enjoyable taking young people around the country. I am enclosing a copy of my CV with this letter. I would be available for an interview here in Argentina at any time convenient to you. Please do not hesitate to contact me if you have any further questions. I look forward to hearing from you. Yours, Cesar Villarraga Writing Guide: End of Term papers. There are many similarities between a university end of term paper and an academic discursive essay. The main differences for an end of term paper are: more preparation; you must read more material on the topic and your final essay will be longer. 1 Planning stages of a term paper There are four main stages when writing a term paper: 1 The draft thesis stage 2 Drawing up the working bibliography and researching the theme
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3 Organizing your ideas and re-writing your thesis 4 Writing up your work 1.1 WRITING A DRAFT THESIS You may be given a 'thesis statement' by your tutor in the form of an essay title. If not, you may need to write your own. If you have to write your own thesis statement, try to limit a fairly broad area of study to a narrower theme. EXAMPLE The term topic is listening skills in language teaching - your field of study would be: The benefits of using songs with adolescents in the classroom. You then need to write a draft thesis: an idea that you think might be true. Your original draft thesis is likely to change by the time you have finished your research. EXAMPLE Draft thesis statement: Using pop songs with adolescents can improve their listening comprehension skills. 1.2 DRAWING UP A BIBLIOGRAPHY AND CARRYING OUT RESEARCH Once you have chosen the draft thesis, go to the set reading lists, library listings or Internet databases and websites to find topical titles of books, journals, or papers. As a general rule, more recent titles tend to be more useful as it is fairly safe to assume that the writer is probably familiar with, and will cover, all the relevant aspects of previous research in his field. At this stage you should not read the books in detail. Look at the themes of the chapters and at the way that they approach the topic to

get a rough idea of what materials are available before you spend a lot of time reading in detail because some of your material will not be useable. When you have found enough materials on the specific theme that you have chosen, begin reading material in order of relevance to your topic, taking notes on interesting points and writing down page numbers of any ideas that you think you might want to use. Always keep notes with the title of the book or article and journal and the author's name. Note down where you can find the book again. Unless you have this information, you will not be able to use the ideas in your essay. See the notes below on plagiarism. 1.3 ORGANIZING YOUR IDEAS AND RE-WRITING YOUR THESIS STATEMENT As you research your topic, your understanding of the topic will probably change, and you may need to change your original thesis statement. Organize your notes into appropriate paragraphs. There should be some comments on the history of the topic before you begin your main essay, but this must be brief (one or two paragraphs). Most of your writing will be a selection of the most relevant ideas. It is a good idea to show your term paper plan to a tutor before writing up the final version. They may be able to make suggestions on areas that you have forgotten to cover or have covered in too much unnecessary detail. 2 Writing up the essay A university paper begins with a summary of the background to the paper, and perhaps a justification for its writing. See Writing Guide, Introductions to an Academic Discursive Essay for ideas on this. You
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should include your thesis statement towards the end of the introduction, summarizing your overall conclusion and paper's message in one sentence. Your writing should be very objective, so keep your report factual. You should analyze the research available rather than expressing your own views. USEFUL PHRASES Generalize if you find similar conclusions in several different places: Research suggests that there is a link between improvements in pronunciation and the use of songs in the classroom. Give an example of a research group that supports your point: One such study was carried out by researchers at Oxford University. Quote experts who support this point: Brown argues that there may be a need for even tighter legislation. Compare and contrast experts who disagree with each other: This view is not supported by the evidence collected by the research team at the University of Philadelphia. 3 Plagiarism When you begin writing your final copy of the paper, you must be careful not to commit plagiarism. STUDY NOTE Plagiarism means copying someone else's ideas or words without naming the original writer, or without acknowledging that you have copied their words exactly. It is taken very seriously at most universities and may result in you failing the term paper, or even in you being asked to leave the university. There are three ways to avoid committing plagiarism.

3.1 SUMMARY Most of your essay should summarize other people's arguments and ideas. Summarizing is reducing several sentences, paragraphs or even an entire paper into one or two sentences by explaining the author's key point. You must credit the idea to the original writer and add a footnote or a reference to where the reader can find the details of the summarized work in the bibliography at the end. EXAMPLE In his book The Health Link, Michael J. Brown argues that a more dynamic model is needed. 3.2 PARAPHRASING Paraphrasing is slightly less common. It means using more or less the same number of words or sentences as the original writer, but using different vocabulary and sentence structure. You must credit the idea to the original writer. EXAMPLE The original text: This is a significant issue, which the academic community has ignored. Paraphrase: John Smith claims that this important point has not received enough attention from the academic community. 3.3 DIRECT QUOTATION You must be careful not to quote directly too often. When the original writer has expressed an idea so clearly that you could not rewrite it without damaging its quality, you can copy the exact words. These must be enclosed in quotation marks, with the name of the writer clearly stated and a footnote or bibliographical reference that includes the page number where the words can be found.
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EXAMPLE John Smith claims that 'this is a significant issue, which the academic community has ignored' (Smith, 1980, p107). If the quotation is a phrase (not a complete sentence) it can be included as part of your own sentence, in quotation marks. If it is a longer quotation, indent it as a separate paragraph. STUDY NOTE Universities have their own requirements for referencing materials which they make clear at the beginning of the course. As a general rule you must always include the following: Books: The surname of the writer + the first name(s) or initials + the title of the book + the publisher + the year of publication Journals: The surname of the writer + the first name(s) or initials + the title of the article + the page numbers of the article + the title of the journal + the issue number or date of the journal Make sure that in the final paragraph you select the solution you think would be best. Sample from end of term paper In recent years there has been a growing concern over the effects of the use of artificial fertilizers and pesticides in agricultural practices. Because the European Union Common Agricultural Policy (CAP) has been actively supporting the modernization of farming in Europe in order to increase levels of farm productivity since World War II, the purpose of this report is to investigate the effect the CAP has had on the environment. When the CAP was introduced, levels of pollution were already relatively high. The industrialization process which had begun in Europe around two hundred years before had already left high levels

of water contamination in the rivers. Although no specific records on pollution were kept at that time, personal reports from diaries describe textbook symptoms of polluted land and waterways around the industrial cities of Europe. Michael J. Brown argues that the levels of pollution may actually be better now than they were at that time. In his book The Health Link, he claims that information gathered from tree rings suggests that there has been a significant level of pollution throughout the last two hundred years. Others disagree with this opinion. SAMPLE FROM THE ORIGINAL AUTHOR'S WORK The number of people suffering from respiratory illness in the countryside was significantly lower in the past than it is today. This is supported by my own empirical research and by the statistics collected by the Bureau of Information over a 50-year period. It is, however, impossible to identify a direct relation of cause and effect between the increased use of pesticides and the rise in the number of breathing problems, as so many other factors in our lifestyle have also changed. Summarizing the original work In his book The Health Link Michael Brown disagrees that there is a link between the two trends. Paraphrasing the original work Brown's study suggests that we cannot draw any definite conclusions on the connection between respiratory problems and changes in farming practices because there have been a lot of other changes in our lives over the same period (Brown, 1999). Quoting directly from the original work
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Brown argues that we cannot be sure that the two are connected as 'so many other factors in our lifestyle have also changed'(Brown, 1999 p112.) [1]. [1] Brown, Michael J, The Health Link, Poole University Press (1999) Writing Guide: Discursive Essays. A discursive paper gives you the opportunity to demonstrate your ability to write an argument on a particular topic. Strong organization of ideas is essential to the success of a discursive paper. Discursive papers may be written for general purposes or for academic purposes, and there are several differences in style depending on this. 1 Introductions to general and academic papers Both a general and an academic paper need to start with an introductory paragraph. The first paragraph introduces the topic, perhaps giving some background information on what has been happening recently to make us concerned about this topic, or the reason why we should be interested in this issue. USEFUL PHRASES Point out a situation that has got worse: In recent years our diet has become increasingly poor. Point out a situation that is regularly in the newspapers: Almost any day of the week you can look at a newspaper and read stories about youth crime. Point out a change in politics: Many governments now recognize the need to protect the environment.

Point out how this affects the reader: Overpopulation is perhaps the biggest global problem that our generation will face. Point out the benefits/disadvantages to the reader: Almost all of us would benefit from taking more exercise in our lives. The Introductory paragraph to an academic discursive essay may include a final statement on the summary that the essay will finally reach. USEFUL PHRASES Summarize your view: The aim of this essay is to demonstrate that individuals must take responsibility for their own health, not the government. 2 General discursive papers - body and conclusions A general discursive paper usually has four paragraphs in total. The second and third paragraphs group arguments for and against the topic. You should put the paragraph with the weaker ideas before the paragraph with stronger ideas. USEFUL PHRASES Start with an opinion: In my view, there are many benefits to walking.| On the whole, spending a number of years in prison does tend to have a positive effect on the criminal. Add additional explanations or reasons: In fact, most criminals leave prison with far fewer opportunities to earn money in an honest way than they had before they went in. Summarize what you have said at the end: This all suggests that prison may not be the most effective form of punishment for minor crimes. | The arguments in favour of walking seem persuasive.

Begin your second paragraph with a contrast: However, the purpose of prison is not only to reform the criminal. | While I agree that walking is beneficial, I do not believe that it is the best form of exercise. Continue to build arguments in the same way as the previous paragraph: I believe that team sports and more energetic sports have more benefits than walking. Your final paragraph should summarize your point of view on the topic, and perhaps recommend future action. USEFUL PHRASES Summarize what you think: As we have seen there are many arguments on both sides of the debate. | In the final analysis, I believe that prison is a valid way of dealing with crime. Make a suggestion: However, it should not be seen as the only option for reducing the amount of crime. | Encouraging any form of exercise is a positive thing. 3 Academic discursive papers - body and conclusions An academic argument does not require you to list all the ideas for and against, but rather to select two or three ideas and build these into a persuasive argument. Your conclusions will be based on the strength of the evidence, rather than your own opinions. You should avoid personalizing an academic text too much, with phrases like I think, although using evidence from your own personal experience is perfectly acceptable. USEFUL PHRASES Start with an argument: Many experts agree that television has a negative effect on the development of children. | According to recent research, the number of people suffering from heart disease has reached record levels.
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Illustrate this: There are many health problems, such as poor eyesight, backache and obesity, which are related to spending a long time watching television. Accept that there is another argument against your point: Although there are many good educational programmes around, these do not tend to be popular among children. Discuss the implications: The problems caused by watching television a great deal in childhood might be impossible to reverse once the child is old enough to make properly informed decisions about their lifestyle and health. Continue to build arguments on the topic. These can be balanced or offer only one side of the argument, depending on the instructions you are given. You should have about two or three strong ideas, again depending on the word limit and the amount of supporting evidence you can supply. End your essay by summarizing the findings of the evidence. You may like to make a reference to future studies or action that needs to be taken USEFUL LANGUAGE Summarize the evidence:The evidence suggests that children should be encouraged to take up hobbies that are more active. Make a positive prediction: The rise in the popularity of after school activities and sports facilities suggests that the era of watching television may soon be finished. Make a warning: Unless people take more responsibility for their own well-being, we will be facing a health crisis in the next twenty years.

Suggest where more research is necessary: As we still do not understand the long-term effects of a modern diet on our health, more research is needed to make realistic diagnoses. 4 Problem-solution essays - body and conclusions A problem-solution essay should begin in the same way, with a general statement on the topic, some background information, or some reasons why we should be interested in this topic. You should put forward a number of possible solutions, beginning a new paragraph for each problem. You should discuss the benefits of implementing these solutions, and also the difficulties involved. USEFUL PHRASES Introduce the solution: One possible solution would be to reduce the number of cars allowed into the city centre during working hours. Suggest the benefits: This would solve the immediate problems of pollution and traffic accidents. Suggest the problems, often with a conditional: However, people would still need to travel into the city centre to get to work, and unless more was invested in public transport, the economy would quickly suffer. Make sure that in the final paragraph you select the solution you think would be best. USEFUL PHRASES Summarize your findings: As we have seen, it is a complex issue. Sample essay Smoking is the cause of millions of deaths each year. Therefore, there should be a worldwide ban on smoking. To what extent do you agree?
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The links between smoking and major illnesses such as lung cancer and respiratory disease have been well known for several decades. The laws governing the sale of cigarettes and the places where people are allowed to smoke have become stronger in response to people's growing fears. I believe that these more gradual changes in the law are preferable to a complete ban. A large number of people depend directly or indirectly on the tobacco business. Small shops receive a large part of their income from the sale of cigarettes, and may be forced to close if cigarettes are made illegal. There are also many others who depend on this market. Tobacco is largely grown in warm countries, with undeveloped economies. A complete ban on cigarettes would force farmers to change the crops that they grow, and this is not something that can be carried out quickly. Poor farmers may not be able to feed their families without the income from tobacco. In addition, I firmly believe that there may be more social problems in our own society as a result of a complete ban. It is not easy to give up an addiction like smoking. When the airline companies in my country introduced a ban on smoking, the number of violent incidents during flights rose dramatically. There may well be a similar increase in violence if people were forced to give up smoking everywhere. Cigarettes would, undoubtedly, still be traded in society in much the same way that other illegal drugs such as heroin are still traded, with an inevitable rise in organized crime. Finally, many experts are rightly concerned about the effects on personal freedom. Eating junk food, not taking exercise, air pollution and long working hours all have a bad effect on people, but I would not want the government to tell me what to eat or how often I can drive my car. By the same token, I do not think they should tell me that I cannot smoke in my own home or car. In conclusion, while I firmly believe that anyone smoking should try to stop for their own health and the health of their immediate family
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members and friends, I do not believe that prohibiting smoking would have enough benefits to outweigh the many problems that it would cause. Writing Guide: Factual Descriptions. A factual description requires you to comment on numerical information in the form of a table, pie chart, bar or line graph. It is important that you only comment on the facts that you are given, and do not speculate about reasons for any changes. In business writing there may be an opportunity for you to make recommendations on the basis of the results, but this is not the case for academic descriptions. 1 Openings Begin by rewriting the title that you are given, but using different language, and make a general comment on the statistics. USEFUL PHRASES Use synonyms: The bar chart shows the number of children leaving school at the age of 16 between 1995 and 2000. | The bar chart illustrates the number of children who left school after they reached 16 years of age over a five year period, starting in 1995. Make a general comment: Overall, the numbers are significantly lower in the later years of the study. 2 The main body Start with the most interesting point from the statistics. This is often the category that has shown the greatest increase or decrease over the period of the study, although it may also be the category that is the largest or the smallest. USEFUL PHRASES

Describe a large change: The most interesting growth occurred in the cities of Jakarta and Bombay. | The greatest change can be seen in the figures for the United States. Describe the largest / smallest category: Tokyo had by far the largest population in the year 1992. | The highest levels of smoking can be seen in Europe. | Levels of literacy were lowest in the African countries in the survey. Continue to add comments on the information in order of importance. Try to make connections between the different parts of the chart. USEFUL PHRASES Contrast results: This trend is reversed in the under 16 category. While the number of male smokers has fallen, the number of female smokers has remained stable. There was a clear distinction between the answers given by men and women. Find similarities: There was a similar trend in the United States. A similar pattern can be observed among the unemployed. 3 Ending your description You should keep a general comment on the statistics for the last sentence. It is important not to speculate about the information or make suggestions, unless you are specifically asked to do so in the question. USEFUL PHRASES Conclude your findings: Overall, there was a general rise in pollution in all three countries. | Finally, we can see that there were significant differences in the results for the different socio-economic groups. 4 Describing percentages Try to generalize about percentages, rather than repeat the exact figure that you are given.
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USEFUL PHRASES Use fractions: A third of the money was spent on entertainment. | Three quarters of the respondents stated that they were travelling for business purposes. The general construction for fractions is: a + third + of + the + plural verb. For example: A quarter of the people had never smoked in their lives. Half is an exception: a + half + of + the + singular verb, or half + the + singular verb. For example: A half of the money was spent on food. | Half the money was spent on food. Use proportions: Two out of three people felt that the government should be responsible, compared to only one in four who felt that it was the responsibility of business and industry. (Instead of two thirds or a quarter.) If the first number is 1, use the preposition in. If the first number is higher than 1, use the preposition out of. For example: One in three people would like to see the government pay for higher education. | Three out of four people said that they had smoked at some time in their lives. Use general vocabulary to describe the size of something: The majority of the people felt that it would have a negative influence. | A small minority claimed that they had seen no improvements. 5 Comparing between categories You will often have to compare the results of two different categories in the statistical information. USEFUL PHRASES Use a general comparative adjective + than: The figures for France were significantly lower than the other three groups. | Levels of pollution were slightly better the following year.

We often use comparative adjective + than when the difference is small and must be expressed as a percentage: The amount was 50% lower than the previous year. | The numbers were only 20% higher than the results before the change. Use as + adjective + as: The figures were three times as high in France as in Germany. | The newer model was four times as popular as the older version. as + adjective + as particularly useful for large changes expressed as multiples: The figures were twice as high as the previous year. 6 Describing trends Many factual descriptions require you to compare information over a period of time. USEFUL PHRASES Describe increases: The number of people smoking more than ten cigarettes a day rose significantly in the five year period. Describe decreases: There was a significant drop in the number of deaths caused by heart disease. | The number of people using public transport fell significantly between 1950 and 2005. Describe future predictions: The statistics predict an increase in the levels of pollution in these major cities in the next five years. If you choose to use a noun, (a fall) your sentence should begin: There was + a fall in + the category: There was a fall in the number of people living in the countryside. If you choose to use a verb (to fall), your sentence should begin: The category + to fall: The number of people living in the countryside fell sharply. 6 Describing trends
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Many factual descriptions require you to compare information over a period of time. USEFUL PHRASES Describe increases: The number of people smoking more than ten cigarettes a day rose significantly in the five year period. Describe decreases: There was a significant drop in the number of deaths caused by heart disease. | The number of people using public transport fell significantly between 1950 and 2005. Describe future predictions: The statistics predict an increase in the levels of pollution in these major cities in the next five years. If you choose to use a noun, (a fall) your sentence should begin: There was + a fall in + the category: There was a fall in the number of people living in the countryside. If you choose to use a verb (to fall), your sentence should begin: The category + to fall: The number of people living in the countryside fell sharply. 7 Identifying categories Often categories are written on charts, graphs and diagrams in note form, and you will have to add words like prepositions, articles, or even change the words to be able to use the categories from the chart in your sentences. Make sure that you accurately represent the information. In the above chart, for example, write Sales of televisions went up. Not, Televisions went up. Introduce the category with the word number, amount or level. USEFUL PHRASES Use the + amount + of + uncountable noun + singular verb: The amount of carbon dioxide in the air has increased.

Use the + number + of + plural noun + singular verb: The number of people unemployed rose sharply. For human activities such as smoking use the + level + of + noun + singular verb: The level of fast food consumption has increased. Sample factual description Total number of pupils enrolling each year at the Global Language Schools in four different countries from 1980 to 2005 The table illustrates the number of students studying in various branches of the Global Language School (GLS) around the world over a 25-year period. There are significant differences in the size of the school in the five different cities in the survey. Numbers at the oldest school, based in London, remained consistently high throughout the period. There was a dramatic increase in the first five years, and the numbers doubled during this time. The numbers continued to rise significantly up to 1990, after which time they have fluctuated between 1200 and 1562. The biggest growth, however, has been in the New York branch. Since opening in 1985, the figures have increased by over seven times. By 2005, it had become the most popular GLS in the world. The newer branches are considerably smaller than the other two. In Australia, despite relatively high numbers of students in the first years of opening, student enrolment dropped on a steady basis every five years. The newest branch in Toronto began with very low figures, and a very slow improvement in the first five year period, but rose significantly between 2000 and 2005. In general, the first two branches to be established remain the most popular among students. Writing Guide: Reports.
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A report requires clear organization and presentation. The language is formal. Often, if the report is for business purposes, a large amount of the language used is formulaic. 1 Openings A successful report needs a title and often makes use of subheadings as well. Begin with a title which summarizes the purpose of writing the report. It may be relevant to include some comments on how the information was gathered. USEFUL PHRASES Start with the purpose of the report: The aim of this report is to assess the provision of entertainment facilities for young people in Bridgeton. | This report is intended to give a brief summary of the findings of our recent survey on smoking. Say how you collected the data: The data was collected from newspaper reports and documents on the Internet. | A survey was carried out among members of the local community. 2 Analyzing the findings Group your information into logical themes. Introduce each theme with a subtitle. A report should be very objective, so try to keep your report factual. USEFUL PHRASES Give general impressions of the topic: On the whole the facilities are quite good. The majority said that they were unhappy with the situation. Quote other people's opinions: According to some members of staff, the parking facilities are often not lit at night. Many of our customers have noted an improvement since the introduction of the new system.

3 Evaluating options A report often requires you to compare alternative projects or options, or to assess the value of something. USEFUL PHRASES Compare options or systems: Many people said that they preferred the old system. Assess a problem: A key challenge facing us is the shortage of staff willing to work unsociable hours. | We hope that these early difficulties will prove to be no more than teething problems. Assess a solution: This action will address some of the most immediate concerns of staff. Consider the benefits: One of the big advantages of this proposal is the low initial cost of the project. 4 Discussing implications You may need to consider the reasons for your decisions, or the consequences of following one course of action, rather than another. USEFUL PHRASES Give reasons for any suggestions: The delay in the postal deliveries is largely due to problems with the new computer system. Give the implications of the action: If we decide not to invest in the new machinery, we may find that breakdowns delay the production process. | This will inevitably have an impact on other departments. 5 Conclusions

Make sure that your report has covered all the points that you were asked to cover and achieves that purpose. End with a final evaluation, recommendation or reference to further action that is necessary. USEFUL PHRASES Summarize the points so far: In conclusion, we are not yet in a position to make a final decision. | The following conclusions can be drawn: Make a recommendation: As can be seen from the findings of this report, the only option we have is to close the London branch. Refer to future action: The next stage is to contact our purchasing department to see if they have any further comments to add. Sample report Introduction The purpose of this report is to summarize the findings of a recent survey among JGT Electronics staff on the proposed changes to onsite catering facilities. The data was collected by questionnaire and interviews with staff members. In addition, a page was set up on the company website to allow staff to add their views on these changes. General findings In general, it was felt that there is a need to change the current system. The catering facilities were originally intended for a much smaller workforce, and the kitchens are no longer able to cope with the increased demand now that the company has expanded. Proposal to replace the canteen with a sandwich buffet service A clear majority of the people who responded to our survey felt that the provision of a freshly-cooked hot lunch was an important part of the food services we provide. Several managers expressed a concern over a possible rise in absenteeism if this service disappeared.
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Problems with location It was generally agreed that the current building is inadequate for the number of people who use the service. Various alternatives were discussed. However, the most popular suggestion was to move the canteen into the warehouse next to the main building, and to build a covered walkway between the two sites. Several members of our sales team felt that this would also provide an excellent place to entertain clients and show them our stock. Conclusions Although relocating the canteen in the warehouse is the most expensive option, it is felt that this is the best choice in the long term. I propose we contact an architect to carry out a survey and estimate of the costs involved. Writing Guide: Formal Letters. We often write formal letters to people who we do not know very well. Polite forms are always used, even in letters of complaint. Formal letters use a lot of formulaic language, and even native speakers use the same phrases in their letters each time they write. You should try to include some of these phrases in your own work. 1 Titles and addresses If the letter is not written on headed paper, it is common to write your address and telephone number at the top of the page. In British English, this appears on the right-hand side, with the date underneath. In American English, this appears on the left-hand side of the page, above the name and address of the person that you are writing to. There may also be a reference number, for example your order number or customer account number, beneath the date.
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The full name (Ms Penny Smith) or a suitable title (The Manager, Customer Services), and the address of the person you are writing to goes on the next line, on the left-hand side of the page. EXAM TIP Many exams do not require you to write addresses and the date at the start of your letter, so make sure that you follow any instructions carefully. USEFUL PHRASES If you know the name of the person to whom you are writing, begin your letter: Dear Mr Smith, Dear Ms Brown If you do not know the name of the person you are writing to, begin your letter: Dear Sir - if you know that you are writing to a man, Dear Madam - if you know that you are writing to a woman, or Dear Sir or Madam, if you do not know the gender. If you do not know the particular company or person you are writing to (for example, a general reference letter), begin your letter: To Whom It May Concern Only write the title and the surname, not the first name x Dear Mr John Brown. In British English, there is usually no punctuation after the opening greeting, although a comma is possible. In American English, a colon should be used. 2 Covering the issues A formal letter is always written in response to another letter, piece of communication or a situation that has arisen. There are always some things that you must mention in your letter. These are always clear from the situation.

EXAM TIP There is often a prompt for a negative and/or interrogative sentence in your reply. For example, the notes may contain information such as: No - Monday impossible. You are expected to write a negative sentence such as: I am sorry but I am not available next Monday. Prompts may be in the form of notes, or in the exam question itself. Make sure that you take note of any such prompts. In the sample letter at the end of this guide, there are five key points to make: the four points in the notes, the cost, the poor software, the technician, the price of the hotline, and the request for a visit by a technician in the first part of the question. If you do not cover all the key points your letter will not receive a good grade, even if you use a wide, accurate range of language and vocabulary. In any exam, if you fail to mention a key issue, you will be heavily penalized or may automatically fail the essay task. 3 Beginning your letter A formal letter can begin by referring to the previous communication, stating the relationship between the two people, or by summarizing the purpose of writing the letter. USEFUL PHRASES Begin by referring to previous communication: Following our telephone conversation this morning, I am happy to confirm your offer of work with James PLC. | I am writing in reply to your letter dated 27th July. | I am writing in response to your advertisement for the position of tour guide in your London office, which appeared in the Daily Times today. State the relationship between you: I recently booked a holiday to Australia with your company.

Summarize the purpose of the letter: I am writing to inform you of some changes we have made to your schedule. | I would like to be considered for this post. | I am writing to request more information on the voluntary work programmes you run. 4 Ordering ideas Try to group your ideas into logical paragraphs. Group your paragraphs either chronologically or in order of importance. Use connectors to help structure this order. USEFUL PHRASES Chronological order: When I first placed the order with you, I was told that it would be delivered within two weeks. | Once you arrive, you will need to go to the warehouse. Order of importance: I was very pleased with the service I received. | First of all, the staff were particularly helpful. 5 Range It is important to use high-level language and vocabulary in a formal letter. A good letter will make use of some of the formulaic phrases appropriate for the style. It will also use appropriate connectors. Another way you can show your language ability is by not repeating the exact phrases in the original communication (or exam question). USEFUL LANGUAGE Change the part of speech of a word to avoid repetition. THE INSTRUCTIONS: You must have the appropriate qualifications. YOUR ANSWER: I am a fully qualified accountant. Use a synonym. THE INSTRUCTIONS: You recently bought a phone from this company. YOUR ANSWER: I purchased a telephone from you a few weeks ago.
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Change the order of ideas. THE INSTRUCTIONS: The schedule has been changed because of problems with staffing. YOUR ANSWER: Problems with staffing have meant that we will have to make some changes to the schedule. 6 Ending the letter The end of your letter is as important as the beginning. You should state what you expect the other person to do next, and tell them how they can contact you. USEFUL PHRASES State the next course of action: I hope to hear from you in the near future. | I would like to request a refund of the full amount. | I will wait to hear from you before I take any further action. | I look forward to hearing from you in due course. Tell them how they can contact you: I can be contacted at the above address. | Please do not hesitate to contact me if you have any further questions. Write a final greeting on a new line. USEFUL PHRASES If you began your letter Dear Mr. Brown, end it: Yours sincerely (BrE), Sincerely yours, Sincerely, Yours truly, Best regards (AmE) If you began your letter Dear Sir or Madam or To Whom It May Concern, end it: Yours faithfully (BrE), Sincerely yours, Sincerely, Yours truly (AmE) If you began your letter with a comma after the opening greeting, add a comma after the closing statement. In American English, always add a comma.
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Sign your name on a new line and print your full name clearly on the line below. In American English, you might also add your telephone number after your name on a new line. Sample formal letter 6 Lakeside Road Alton UK 5th March Customer number: AF 2789 Tel: mob 07790 74820 Mr A Fountain Springbourne Technologies Unit 7, Riverside Business Park Wilham Dear Mr Fountain I am writing to complain about the computer that I bought from your company last week. I am unhappy with the computer and the service that I have received. In your advertisement you state that a choice of software is included in the price. I was hoping for something useful, like a word processing package or something for the Internet, but you included an outdated tennis game, and a program to write up recipes. Neither piece of software is particularly useful for me. I was also unhappy with the after-sales service that I received. Although you claim in your advertisement that you offer discounts, the computer that I bought was on sale for 150 less in my local computer shop. I was happy to pay the extra money because I am not very confident with computers and I thought your company would offer me the extra technical help that I need. However, this was not the case.

I had to take the day off work to wait for the computer to arrive, despite your claims that you would arrange a convenient time. The technician who finally came was little more than a delivery boy and he stayed for only ten minutes, just long enough to take the computer out of the box. When I had difficulties setting up the computer on my own, I decided to phone your hotline, but was shocked to be told by your operator that the call would cost a total of 20. I am still having difficulties getting the computer started and would like you to send one of your technicians to my house as soon as possible to fix it. I would also like a refund of the 20 phone call, which I feel I should not have to pay, and a choice of a better range of software products than the ones you have sent me. I hope to hear from you in the near future, and can be contacted at any time on the mobile number above. Yours sincerely, Chris Brown

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