The Routine Information Letter: The “Yes”

Letter/ “A” type letter

Introduction: Sending information or

making request that will automatically
be granted fall under this category of
letter.
80% of business letters fall in this
category.
Preparing such letters require less
talent and experience.
Basically, all that is required is a direct
statement of facts.
 Elements of a “Yes” or “A” type of
letter
• 1. Satisfactory appearance
• 2. A tone of good will
• 3. A clear and complete message
Pattern of an “A” type of letter
 The Routine Information “Yes” Letter
Plan
• The writing plan for the “A” letter, routine
information letter, is as follows:
• 1. State the main idea of the message
• 2. Give all details that are necessary to
support the main idea
• 3. End pleasantly – generally looking to the
future
 The Routine Information “Yes”
Letter Plan, contd…
• 1. State the main idea of the message:
• This is what the reader wants to know and you
want the reader to know.
• The routine information letter begins
immediately with the main idea.
 The Routine Information “Yes”
Letter Plan, contd…
• 2. Give all details that are necessary to support the main
idea:

• The middle section of the letter may be short or long,

depending upon the nature of the information being sent.
• To make sure the message is clear and complete, check for
the following points:
• i. Does it leave out any essential information?
• If the letter is outlined well, however briefly, it will pass this
first point.
• ii. Does it include more information than necessary?
• Wasted words are a constant expense of any organization.
 The Routine Information “Yes”
Letter Plan, contd…
• Anyone who is involved in writing will benefit
from:
• a. checking for all words;
• b. phrases;
• c. sentences; and
• d. paragraphs that can be omitted.
• In case the writer and receiver are well
acquainted, some personal comments such as
referring to past meetings can be made.
 The Routine Information “Yes”
Letter Plan, contd…
• 3. End pleasant, possibly looking to the future:
• The routine information letter should end quickly,
and it usually has a slight upswing at the end,
generally looking toward the future.
• You may make statement like one of the
following:
• I hope this meets with your approval
• Let us know if we can be of further help
• I will appreciate receiving this information as
soon as possible.
Types of Routine Information Letters/Messages

• 1. Order letter
• 2. Acknowledgement of Order letter
• 3. Letter making Announcement
• 4. Routine Inquiry or Request Letter
• 5. Reply to Routine Inquiry or Request
• 6. Letter Sending Material
• 7. Routine Claim Letter
• 8. Routine Claim Adjustment Letter
 1. Order letter

• This is most common type of routine information letter.

• Businesses regularly order supplies and equipments.
• Orders from customers and orders to suppliers are the
most common type of business communication and
the most important.
• They are also the most easiest type of message to
send.
• Such letter must be very specific since it is the first
legal contract.
• Proper completion of order is vital to both the buyer
and seller, and all information, specially numbers, must
be proofread carefully.
 1. Order letter, contd….

• An order must be checked carefully to see that

it contains all information necessary.
• The first sentence should state clearly that this
is an order, so that it will get the attention it
deserves.
• Say something like, “Please ship me…..”,
“Please send me….”, or “Attached is my order
for….”.
 1. Order letter, contd….

• The next section should contain all needed details, such as:
• number of units,
• description of merchandise and/or catalogue number,
• size, color, weight, special features, unit price, total price,
tax (where applicable);
• how payment will be made: personal check, money order,
pay order, bank draft etc.;
• method of shipment, if necessary.
• For instance, F.O.B.
• This letter should close briefly, perhaps referring to the
expected arrival time of the merchandise.
 1. Order letter, contd….
Following is a typical order letter:

• This order is from your Summer-Fall 2016

catalogue, page 45.
• Please send me one metal file cabinet catalogue
number BX 87-875 C, shipping weight 50 kgs,
price Tk. 30000/-.
• I am enclosing a check for Tk. 32000/=, which
includes Tk.2000/= shipping charges, figured
from the chart on page 5.
• Please send this item as soon as possible. We are
ready to use it immediately.
 2. Acknowledgement of Order
letter
• Such letters are sent for two reasons:
• a. to assure the purchaser that the order was
received and is being handled promptly and
properly, and,
• b. to promote good will toward the company
filling the order.
• There are two types of such letter:
• 2.i. Routine Order Acknowledgements; and
• 2.ii. Nonroutine Order Acknowledgements
 2. Acknowledgement of Order
letter, contd…
• 2.i. Routine Order Acknowledgements: They should
state the message in the first instance and end quickly.
• When merchandise is to be shipped promptly, a
preprinted postcard or letter to this effect can be sent
to the purchaser in frequently occurring matters.
• If there is a short delay, you might send a form letter or
post card with blanks filled in showing the nature of
the order.
• Example: “Thank you for your order for ………………. The
order will be shipped by ……………….. We hope you will
remember us when making future orders.
 2. Acknowledgement of Order
letter, contd…
• For custom or large order, individually prepared letter should be
written.
• The first sentence should state that the order has been received; it
is common courtesy to thank the customer for it.
• The next part of the letter should state what is being done with the
order.
• The last part, the closing, can contain a ‘you attitude’ referring to
the use of the merchandise and it can use resale material
promoting the firm or its products.
• It can close with a service attitude, offering help or information.
• At any rate, it should indicate pleasure in doing business with the
customer.
• An order blank can be enclosed for future use.
 2. Acknowledgement of Order
letter, contd…
• 2.ii. Nonroutine Order Acknowledgements:
Such letters are written
• a. when there must be a long delay in
shipment or
• b. when it is impossible to make shipment at
all.
3. Letter making Announcement/Transmittal of
Information
• Such announcements should be stated in positive
terms.
• To whom they are sent?
• a. employees;
• b. stockholders;
• c. customers.
• Example: A special parking lot for employees is
provided at the east wing of the administration
building.
• The new stand is open from 7 a.m. to 10 p.m.
 4. Routine Inquiry or Request
Letter
• Businesses are glad to receive letters
requesting information about their products
and services.
• When you write to ask for material or
information that you can automatically expect
to receive, this can be considered a routine
request or inquiry.
 4. Routine Inquiry or Request
Letter, contd….
• Steps of writing such letters:
• i. Make the request or inquiry in the first
sentence;
• ii. If necessary, clarify or justify the request;
• iii. If possible, close with a positive statement
looking toward the future.
 4. Routine Inquiry or Request
Letter, contd….
• Example: Please reserve me a single room for
the nights of December 17, 18, and 19, 2016.
• I will be attending the convention of the civil
engineers at your hotel on those dates.
• A check for the first night is enclosed.
• Will you please send me a confirmation.
 5. Reply to Routine Inquiry or
Request
• The basic information in the routine reply letter or
memorandum would do the following:
• i. Answer the question clearly;
• ii. Supply any further information necessary;
• iii. End with a good will closing.

• Example: We are happy to reserve a room for you for the

nights of December 17, 18, and 19, 2016.
• Your check will be applied to special rates for members of
Civil Engineers Association (CEA).
• Let us know what we can do to help you enjoy your stay
with us.
 6. Letter Sending Material
• A letter sending materials, sometimes called a
letter of transmittal, should do the following:
• i. State specifically what is being sent;
• ii. Tell how it is being sent, and any other
important details: a. enclosed, or b. separately
–mail, truck, air etc. ;
• iii. Close with a positive statement.
6. Letter Sending Material, contd…
• Example: Enclosed is your 100 percent stock
distribution on the common stock of the
Company, declared by the Board of Directors on
October 01, 2016, and payable to holders of
common stock of record July 01, 2016.
• The purpose of 100 percent stock distribution is
to increase the potential number of owners of
the Company.
• It also reflects the Board’s confidence in the
Company’s future growth.
 7. Routine Claim Letter
• Occasionally it is necessary to make a routine
claim against a business for money, materials, or
services that the company can be expected to
agree to automatically.
• This is an “A” type routine information letter,
where
• i. the request is made early in the letter,
• ii. With any necessary supporting facts following
immediately;
• iii. The letter should end with a statement of
what is wanted.
 7. Routine Claim Letter, contd…
• Example: I am sending separately with a copy of this
letter my Bestclox watch, which I purchased under a
one year warranty.
• As the watch consistently loses about twenty minutes a
day, I would like it repaired or replaced according to
your company warranty.
• Manual adjustments I can make with the lever on the
back of the watch do not help.
• The warranty on this watch was mailed to you on
November 15, 2016, the date of purchase.
• I would like very much to have this watch in working
condition as soon as possible. Very truly yours.
8. Routine Claim Adjustment Letter
• A routine claim adjustment letter is a good news
letter, an “A” letter, and
• i. states very simply that the claim or request
has been satisfied;
• ii. This letter should be brief;
• iii. Resale material might be used here, because
you have shown that your firm treats customers
fairly; avoid the use of negative words like
problem, trouble, damage, and so forth.
 8. Routine Claim Adjustment Letter,
contd…
• Example: We are returning in today’s mail your
Bestclox watch, which has been completely
repaired by our service department, according to
our guarantee.
• This watch will now give you satisfactory
performance because it has also been checked by
our testing department.
• We hope you will keep Bestclox in mind in future
purchases of watches and clocks.
• We make every effort to satisfy our worldwide
number of customers.
 News Releases

• News releases are usually prepared by the

marketing or customer relations staffs.
• People writing news releases must work closely
with top management to make certain that
information presented is accurate and is being
handled in accordance with company policy at
the time.
• Any news release is distributed to print and/or
broadcast media with hope of obtaining free
publicity.
 Typical Items for News Releases
• 1. Introduction of new product
• 2. Installation of new plants or facilities
• 3. Election of new officers
• 4. Appointment of top personnel
• 5. Promotion of personnel
• 6. Mergers and acquisitions
• 7. Special support of community interests
• 8. Number of new employees to be hired
• 9. Contests
• 10. Environmental concerns and activities
• 11. Prominent visitors
• 12. Research breakthrough
• 13. Grants to community, arts, or other organizations
• 14. Community work done by employees
• 15. New contracts
• 16. Employee activities
Guidelines to be followed while preparing News
Releases

• 1. A catchy Story: the editor who decides if

your article will be published is looking for
something to catch the reader’s eye.
• Try to find an interesting point on which to
hang your story.
• Ask yourself, “What is the most interesting,
exciting, or unusual aspect of this story?”
Guidelines to be followed while preparing News
Releases, contd..
• 2. Identify Your Audience and write to
him/her: Always consider your audience just
as you do in writing letters or reports, and
write to that audience.
• Do not use jargons.
• Avoid overlong words.
 Guidelines to be followed while preparing
News Releases, contd..
• 3. Address 5 Ws:
• 3.a. Who? – Names make news. Name the people involved;
• 3.b. What? Say what has happened that is newsworthy
• 3.c. When? Say when it occurred. Remember: old news is
usually not news.
• Timing is important.
• 3.d. Where? Location is usually of great importance.
• 3.e. Why? You often do not have information for this W.
• Yet, when it is part of a story, it can be the heart of the
story.
• With the “5 Ws” in front of you, you can see that your job
will be easier than you thought.
Guidelines to be followed while preparing News
Releases, contd..
• Writing the news release:
• i. The most important news must come early.
• ii. Additional information should be included in
decreasing order of importance, leaving the least
important to last.
• iii. Make the story sound important. Write in third
person.
• iv. Follow the rules for being clear, complete, and
concise.
• v. Use good grammar, spelling, and punctuation.