• Unit 3: External Communication: Formal Letters

    While memos are used for internal communication and emails for both internal and external communication, formal letters are mainly used as an external means of communication. Understanding when a communications context requires the more formal delivery of a physical letter falls under the initial considerations of the audience analysis and design/formatting stages of the writing process.

    Letters can range from friendly introductions to more formal announcements with accompanying legal documents. In their more serious capacity, letters seek to create a formal and documented chain of communication. 

    Two main formats exist for letters: the block format and the indented format. Both require the recipient’s and sender’s full names and addresses. They begin with a formal salutation and end with a complimentary closing. Their formal structure helps to convey authority and credibility.

    Completing this unit should take you approximately 6 hours.

    • Upon successful completion of this unit, you will be able to:

      • characterize communication types according to their suitability for particular communication needs;
      • compose and format a formal letter;
      • apply an appropriate writing style that matches the letter's audience and purpose; and
      • understand the job application letter as a special case of formal letter.

    • 3.1: Overview of Formal Letter Writing

      • Business Letters Page

        Read this article, which focuses on the choices writers make in business letters based on audience and style. Near the end of the article, there are several example letters.

      • Writing Activity: Business Letters Assignment
        Make a submission

        In a few paragraphs (100–200 words), discuss your experience with formal letters. What are some examples of letters you have encountered that are effective? What about ineffective examples? What role does anticipating reader's reactions and questions play in being concise and to the point? How does anticipating questions save time overall?

    • 3.2: Business Letter Format

      • Creating a Block Style Business Letter Page

        Watch this video. Using the directions, create a formal letter template for your personal use. In your template, make sure to follow the best practices for formatting the heading or using lettering, setting up either block or indent formatting and using a complimentary closing.

      • Write a Nice Professional Letter Page

        After you read this document, prepare an application letter to accompany a resume, paying close attention to the areas of placing "important information strategically", focusing "on the recipient's needs, purposes, or interests instead of your own", avoiding "pompous, inflated, legal-sounding phrasing", and giving "your business letter an "action ending".

      • Memorandums and Letters URL

        Read this section. Afterwards, prepare a business letter welcoming a new client or customer to an organization. Use "Table 9.1: Elements of a Business Letter" as a checklist for evaluating the parts of your letter.

      • Writing Effective Letters Page

        Read this article. Pay special attention to the sections on tone and delivering bad news. Using these tips as a guide, write a formal letter delivering bad news. In a reflection paragraph or discussion with a friend or family member, explain why you made the choices you did in terms of structure, tone, and message.

    • 3.3: Common Letter Purposes

        • 3.3.1: Application Letters

          • Job Application Letters Page

            Read this article, which reviews job application letters and gives you two approaches to this type of business letter: the objective letter (or cover letter) and the highlight letter.

        • 3.3.2: Inquiry Letters

        • 3.3.3: Complaint and Adjustment Letters

          • Complaint and Adjustment Letters Page

            Read this section on complaint and adjustment letters. The formality of the mailed letter aids in the persuasive task of both complaint and adjustment letters.

          • Writing Activity: Complaint and Adjustment Letters Assignment
            Make a submission

            Prepare either a letter of complaint to a business or service provider or a response to a letter of complaint (an adjustment letter) as if you are business person replying to a disgruntled client or customer. In a paragraph (50–75 words), discuss what you must keep in mind about your audience to effectively write the type of letter you selected. What choices did you make in your writing to help preserve the business relationship?

      • Unit 3 Assessment

        • Unit 3 Writing Self-Assessment: Activity 1 Quiz
          Receive a grade

          In this assessment, you will write a letter of introduction. After being recommended, you will describe the payroll services you can offer your reader. Assess your letter against the sample responses.

        • Unit 3 Writing Self-Assessment: Activity 2 Quiz
          Receive a grade

          In this assessment, you will write a letter delivering bad news. Bad news letters are often challenging because although you tell your reader something they do not want to hear, you usually are hoping to salvage the relationship. Check your work against sample responses to assess your responses.

        • Unit 3 Writing Self-Assessment: Activity 3 Quiz
          Receive a grade

          In this assessment, you will practice revising a basic, "objective" job application letter. Use your imagination to illustrate how you'd convert a cover letter into a more fully realized "highlight" letter. You will be asked a series of questions that will will help you evaluate your work. When you're finished, check the sample responses to assess your writing.