Suggested some solutions to improve business correspondence writing skill in Bluetech Joint Stock Company

ABSTRACT
Nowadays, it’s easy to see just how important English is around the world. As
the integration among

countries became stronger and stronger, the need for

information exchange between people also drastically increased. As a result, it is a
must for us to learn four English skills, namely listening skills, speaking skills,
reading skills and writing skills
Among these skills, writing, which is considered as the most challenging skill
among four language skills, is very essential in business. To be specific, in many
companies, it is necessary for employees to recognize the importance of writing
business correspondence and its requirement of dedication to practice. However,
writing skill in business letters of employees in companies is not really effective.
After four years of learning at the university, the researcher decided to choose topic
" Suggested some solutions to improve business correspondence writing skill in
Bluetech Joint Stock Company " with the purpose of researching on problems and
causes that linked to staff’s business correspondence writing ability.
In order to achieve the aims, the researcher used two data collection
instruments: questionnaires and interview. The author also reviewed some theories
regarding writing skill, and then analyzed the informant’s attitudes on their
difficulties when writing letters. The results from the study showed that employees
were aware of the importance and the level of difficulty of writing business letters.
The findings from this thesis are hopefully of benefit not only for staffs in
Bluetech., JSC but also others in different companies
In general, improving business correspondence writing skills is a process that
takes a lot of time and practices with the proper learning approach. The author
hopes this study would be useful for people who desire to better this skill, which is
interesting but challenging.

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ACKNOWLEDGEMENT
In this completion of this graduation paper, I would like to express my deepest
and most sincere gratitude to many people for their invaluable help during the
conduct of the research.
First and foremost, I would like to send my heartfelt gratitude towards my
supervisor Ms. Trần Thị Thu Hiền for her constructive and timely feedbacks as
well as her constant and assistance which were decisive factors to the completion of
the study.
Last but not least, I express my truly gratitude to all employees in Bluetech
Company, especially in Import and Export department for their precious help and
enthusiastic participation during the time the study was carried out.

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TABLE OF CONTENTS
3.2. Data collection instruments......................................................................................................25
3.3. Procedure of data collection....................................................................................................25

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LIST OF ABBREVIATIONS
JSC

Joint Stock Company

iv

CHAPTER 1: OVERVIEW OF THE STUDY
1.1. Rationale of the study
As the intergration of the world gradually have become more and more
expansive, people from around the world with the urge to explore and interact with
other culture have felt the need for a shared language to bring countries into contact.
It can be seen that English is supposed to be the dominant language all over the
world and has never diminished but only increased.
To make use of English fluently, we need to master 4 skills, which are
listening, speaking, reading and writing. Of these four skills, writing is thought to
be an important factor, playing an extremely essential role in mastering the
language. Writing is considered an act of coding an idea, a thought, a reflection, a
process of putting one's thoughts into words. If the writer wants to convey his
thought well, he needs to select and organize appropriate words. Written text
requires the writer to have a rich vocabulary, and to know how to build sentences
coherently and then use good grammar, syntax, morphology of words to create a
standard language product. Specifically, in this study, we focus on business
correspondence, which is a specific area of English writing skills. Therefore, it
needs specific requirements, professional knowledge and skills related to
commercial English.
Recognizing the importance of English, the Vietnamese State, many
organizations and companies in Vietnam have really concentrated on the
development of English for employees at the company. Bluetech,. JSC where the
researcher interned is not an exception. Bluetech,. JSC is a company specializing
industrial valve equipment, it has developed for many years and is currently
cooperating with a lot of foreign partners. Therefore, the company always requires
the employees to use English fluently. Especially, Import and Export department is
a hub for connecting with foreign partners and customers and dealing with
document, contracts and emails from foreign partners. However, during my

internship, the author realized that the staff still encountered many shortcomings, so

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the business letters were not handled correctly, which caused lots of inconveniences
to customers.
Wishing to help all employees in the company to find out solutions to improve
this problem, as well as to build a solid foundation of writing business
correspondence skills, the author decided to conduct this research with the title
"Suggested some solutions to improve business correspondence writing skill in
Import and Export department of the staff in Bluetech Joint Stock Company".
1.2. Previous studies
In this section, the researcher will discuss a selection of previously published
studies that shared the same perspectives and interests pertinent to the researcher's
topics. The purpose of this was to help the researcher and the reader acquire further
insight into the critical aspects of the topic under discussion.
Here are some studies made by both foreign authors and Vietnamese authors
in the followings:
As stated by Yulia Viktorovna Sviatiuk, in ‘‘Business Correspondence Style
and Format’’ showed that the idea cannot be conveyed to the reader unless it is
presented logically. The reader cannot follow the argument unless it has
continuity, sequence of thought. And, finally alongside with logic and style, not
less attention and efforts should be given to a strong conclusion. These five
principles – the idea, logic, unity of thought, continuity, and conclusion – are
the forces that hold the letter together and make it effective. These principles
are not optional rules or academic theories. They are based on the actual
experiences of men ever since they began to talk and write.
According to As Shafa Firda Nila (2017) said in ‘‘Problems in Writing English
Business Letter: Errors and Factors’’, there are four classifications of errors:

morphological, lexical, syntactic and mechanical error. These four of error are
divided into eight types: verb, noun, article, word choice, sentence structure,
spelling, punctuation, and capitalization. Also, there are three major factors that
cause these errors: language transfer, overgeneralization, and context of learning. As
a result, the identified problems of error found in English business letter writing and
explained the factors cause the problems.

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In term of the style in this topic, Malyuga EN (2012) in ‘‘Professional
Language in Formal and Business Style’’ said that formal business texts should have
clear and unambiguous structure and the paragraphs of business letters tend to be
short, some only a sentence long. He also added that business letters are not read
the same way as articles, reports, or other literature for detailed information or
analysis, therefore, paragraphs over ten lines in business correspondence may
require much concentration may not be read carefully or read at all.
With respect to language and grammar peculiarities in business letter, Gillaerts
P (2008) in ‘‘Genre Variation in Business Letters: Linguistic Insights’’ proved that
choosing positive language will make our letter well-turned. Business writers and
speakers recognize that positive, optimistic people are more open to new
ideas and change than unenthusiastic people. Therefore, it is better to find positive
ways to express bad news in business letters. Often, business letters must give bad
news which should be conveyed in a tactful way to reduce the chances of ending
business relations with the recipient of the bad news. To convey bad news positively
some words are better avoided (e.g. cannot, forbid, fail, impossible, refuse, prohibit,
restrict, deny, etc.). He also added that in business letter, the verb must always
agree with subject. No matter how many words separate the subject and the verb,
make sure they agree. Moreover compound subjects always take a plural verb (e.g.
The contract and financial statement are authorized by our CEO).

Shuhui

Zha

(2010)

also

mentioned

language

matter

in

business

correspondence in ‘‘Analysis of Language Features in Business Correspondences’’
proved that there are four basic characteristics of vocabulary in business
correspondences: using of terminology, polysemy, conciseness and formalness of
vocabulary, special usage of general words. From this point, the author determined
structures and format of business correspondences and stylistic features of business
correspondences.
According to Vu Thi Huong Giang (2010) in ‘‘Analysis of Some Techniques to
Improve Writing English Business Letters’’, essential techniques in writing English
business letters are your attitude, positive emphasis, tone and language. To have this
conclusion, she gave theoretical background of definition, importance, purpose,

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format and some types of a business letter. She also found out some common
mistakes in writing English business correspondence.
With the development of time, the studies on business correspondence are
more omnipresent both for English and other fields. Almost research proved the
useful implementation of business email in working environment and the way to
upgrade writing skills. However, to develop the ability of creating an English
business email, the staff needs to understand about the difficulties that they have to
face at first. Thus, this thesis will focus on the difficulties in writing commercial
correspondence which is researched to the staff in Bluetch,. JSC.
1.3. Aims of the study
This study is being conducted in the hope that it is possible to recognize the
difficulties of the employees in writing business correspondence, so the writer will
delve into the difficulties in practicing writing skills and the common writing
mistakes, along with their attitude in self-study.

From the gained factual

information, the researcher attempts to find some practical solutions which might
improve writing business correspondence skills in general. More specifically, the
study is an attempt to answer the following 4 questions:
• What are the difficulties of the staff in practicing writing business
correspondence?
• What are the common mistakes do the staff often encounter when writing
business correspondence?
• How is their attitude in self-study to improve writing business
correspondence skills?
• What are the solutions to improve writing business correspondence skills?
1.4. Research subject

Business correspondence writing skills is one of the most essential skills at
work because it plays a key role in processing transaction documents, contracts or
building relationships with customers. But even long-term employees are not
immune to familiar mistakes while writing English, which is a problem worth
concerning. There doesn't seem to be much research on this specific field. Most
studies only focus on general English writing skills.

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The researcher conduct study on difficulties of the staff in writing business
correspondence in Bluetech., JSC. That is the company where the author interned
and the employees will be the direct research objects to carry out this research. The
results of the study will also serve the company directly, it will contribute to help
the company have an effective orientation to improve the writing ability of all
employees.
1.5. Scope of the study
This thesis studied the employees' reality of business correspondence writing
ability in Bluetech Company. Because the ultimate purpose of this research is to
find out a better method to develop English letters writing skills for the employees
in the company, the study focuses only on surveying the staff of Bluetch., JSC, then
the author drew lessons for all office workers in general.
In addition, the research is going to specifically focus on the employees of
Import and Export department, because these people have to deal with a range of
English letters every day, they have a better English level than the rest of the
company. Moreover, they are accustomed to a high-pressure environment and
always have to try their best to improve their English skills to achieve high working
efficiency.
Secondly, the content of the questionnaire will be limited to research issues
about obstacles while practicing writing business correspondence skills. The

researcher also suggests some practical solutions to solve the difficulties. The
researcher will therefore not deal with prob lems that are unrelated to these two
research matters. This is no exception to some of the interview questions. The
interview question is directed only at a small number of participants and concerns
only the research issue mentioned above.
At the same time, due to time and references materials constraints, this study
could not delve into all aspects of business correspondence, it only focuses on
clarifying the difficulties that employees often face with and the way they selfstudy. Discussions about the disadvantage of poor writing skills or other areas
would not be found in this study.

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1.6. Research methodology
Firstly, the design of this research was survey quantitative. Survey designs are
procedures in quantitative research in which investigators administer a survey, a
sample to the entire population of people in order to describe the attitudes, opinion,
behaviors, or characteristics of the population.
The second point is about the instrument of the research, it is the tool using to
collect the data from the respondent of the research. In this research, the first
instrument that the researcher used is questionnaire. The questionnaire was about
the difficulties, the common errors as well as the way of self-study, and it was
distributed to all the staff in the Bluetech Company. Technique of Collecting Data
was applied. To collect the data, the researcher asked the students for giving their
response by filling the questionnaire. The answers in the questionnaire were the
multiple choices. It is refracted into A, B, C, D and E, the design of the answer is
drawn as Strongly Disagree to Strongly Agree.
Thirdly, another data gathering instrument which was used in this study was
interview. The purpose of the interview was to consolidate the information gathered
through the questionnaire, so that the researcher could delve into the causes behind

the difficulties in practicing writing at workplace as well as self-study at home.
Additionally, by giving the staff opportunity to report with their own words, the
researcher could gain some insights of their understanding and attitudes toward
writing skills.
After collecting the answers from the participants, the researcher will remove
the inappropriate answers and then use excel to calculate the number into
percentage. Then, the calculated results will be presented as a chart showing the
percentage of those who share the same answer.
1.7. Organization of the study
The study consists of four chapters as below:
Chapter 1: Overview of the study
This chapter provides a general overview of the study and is divided into 7
sections, namely the rationale, the previous studies, the aims of the study, the

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research subjects, the scope of the study, the research methodology and the
organization of the study.
Chapter 2: Literature review
In the second chapter, all the relevant theoretical background of the research is
presented. The chapter provides the most complete knowledge base of business
correspondence.
Chapter 3: Research findings
This chapter presents the results of the research. In other words, after the
questionnaire was given to the participants, the figures which were collected form
the survey would be shown and analyzed in this chapter. This is an important part of
all the study.
Chapter 4: Recommendations and suggestions
Form analyzing in previous chapters, the fourth one presents the summary and

the limitations of the study. The recommendations and some suggestions for
improving the skills of writing business correspondence for Bluetech Company’
employees would be also given.
The study also consists of some other parts. They are abstract,
acknowledgements, table of contents, list of abbreviations, list of tables and charts,
the conclusion and references and appendices as well.

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CHAPTER 2: LITERATURE REVIEW
2.1. Overview about business correspondence
2.1.1. Definition of business correspondence
To understand what the staff in Bluetech., JSC have to face when writing
business correspondence, it is necessary to consider some definitions related to
business correspondence, especially, parts in the research topic clearly which are
Business English, writing skills, correspondence and business correspondence.
First of all, in terms of ‘‘Business English’’, it is a part of English for specific
purposes and can be considered a specialism within English language learning and
teaching, or a variant of international English. Many non-native English speakers
study the subject with the goal of doing business with English-speaking countries,
or with companies located outside the English-speaking world but which
nonetheless use English as a shared language or lingua franca. Much of the English
communication that takes place within business circles all over the world occurs
between non-native speakers. In cases such as these, the object of the exercise is
efficient and effective communication.
Business English means different things to different people. For some, it
focuses on vocabulary and topics used in the worlds of business, trade, finance, and
international relations. For others it refers to the communication skills used in the
workplace, and focuses on the language and skills needed for typical business

communication such as presentations, negotiations, meetings, small talk,
socializing, correspondence, report writing, and a systematic approach..[2
Secondly, about writing skills, we can simply skills understand that writing
means Writing skills include all the knowledge and abilities related to expressing
ideas through the written word. The ability to clearly communicate ideas through
writing is in high demand for employers in any industry. Well-written documents,
emails and posts can persuade customers to purchase a product or convince
investors to partner with a company. Writing skills allow you to communicate
clearly with others and create useful resources for the workplace. Even professions

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that don't focus on writing require written communication skills, from the initial
application to daily tasks and record-keeping.
Technical knowledge about writing conventions, style guides and formatting
for different situations are also an important part of writing skills. Knowing what
situations call for different styles of writing and being able to set an appropriate
tone over text are both important writing skills that any person can use at work.
Thirdly, we go into clarify what correspondence is. A correspondence is a
written form of communication between two parties. In other words, it is way to
pass on ideas in writing. So, what does correspondence mean in Business?
Correspondence is a commonly used form of communication in business. In the
past, correspondence was mostly exchanged through written physical letters or
telegraphs. In today’s world, the definition of correspondence has expanded by the
inclusion of digital media. Correspondences may come in the form of letters,
emails, text messages, documents, voicemails, notes, or postcards. Correspondences
are important for most businesses because they serve as a paper trail of events from
point A to point B. Therefore, the law firm may require all employees to archive
their correspondences so that they could be retrieved as a reference point for

pending cases.
The final point is Business correspondence. We can understand that Business
correspondence means the exchange of information in a written format for the
process of business activities. Business correspondence can take place between
organizations, within organizations or between the customers and the organization.
The correspondence refers to the written communication between persons. Hence
oral communication or face to face communication is not a business
correspondence.
2.1.2. Parts of a business letter
In order to write a business letter, it is extremely essential to know the
structure of the letter, in other words, which parts are included in a business letter.
We know that there are many types of business correspondence, but all of them
follow a certain structure, including twelve following basic parts.

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• Heading: This is the information of the sender, containing the name and the
postal address of the business, E-mail address, Web-site address, Telephone number,
Fax number, Trade mark or logo of the business.
• Date: It is the time (day, month, year) when the letter is written. It normally
lies on the right-hand side corner after the heading. There are two ways of writing
the date, the first is in the order of day-month-year, for example, 3 rd April, 2020; the
second is in the order of month-day-year, for instance, April 3 rd, 2020.
• Reference: This part is written on the left-hand corner of the letter, after the
heading. It shows the information of letter number and the department from where
the letter is being sent and the year, all of them are helpful for future reference. We
can write reference number as AB/HRDept. /2020/13.
• Inside address: It shows the information of the recipient, it includes the
name and full address of the person or the firm. Letters should be addressed to the

responsible head like the Manager, the Principal, The Secretary, the Chairman, …
The proper position for this part is on the left-hand side of the sheet below the
reference number.
• Subject: It is a brief statement mentioning the matter to which the letter
relates. It should be clear, eye catching, short, simple, and easily understandable.
Thanks to the subject, the receiver can quickly know what the letter is about. Some
examples are:
Subject: Complaint about the Sharp washing machine.
Subject: Your order No. A123/4 dated 15th March, 2020.
• The salutation (or greeting): It often begins with “Dear {Person’s name}.”

Once again, be sure to include the person’s title if you know it (such as Ms., Mrs.,
Mr., or Dr). If you’re unsure about the person’s title or gender then just use their
first name. For example, you would use only the person’s first name if the person
you are writing to is “Jordan” and you do not know whether they identify as male,
female, or non-binary.
• Body of the letter: This is the main part of the letter as it conveys the

actual message of the sender. It is placed below the salutation. The body of the letter

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should be clear and simple to understand and it is basically divided into three main
categories:
• Opening part: The first paragraph of the letter must state the introduction of
the writer, it also contains the previous correspondence, if any.
• Main part: This paragraph states the main idea of the reason for writing, so
it must be clear, concise, complete, and straight to the point.
• Concluding part: It is the conclusion of the business letter. It shows the

suggestions or the need of the action. The closing of the letter also shows the
expectations of the sender from the recipient, the sender often shows that he is
looking forward to getting a positive response. The writer always ends his mail by
courteous words like thank you, warm regards, look forward to hearing from your
side, etc.
• Complimentary close: It is a humble way of ending a letter and is typed
two spaces below the last line of the body of the letter. It is written in accordance
with the salutation.
Table 1.1: Some samples to write the complimentary close
Salutation
Dear Sir/Dear Madam

Complimentary Close
Yours faithfully

Dear Mr. Smith

Yours sincerely

My Dear Sarah
Your very sincerely
• Signature: It places right below the complimentary close. It includes the
signature, name, and the designation of the sender. It can also consist of some other
details like contact number, address, etc. The signature is handwritten just above the
name of the sender, it should be legible too. Sometimes, the name of the company
could be included below the designation of the writer if there is no letterhead is in
use.

• Enclosures: Enclosures shows the document attached to the letter. The

document can be anything like cheque, draft, bills, receipts, invoices, lists, etc. They
are listed one by one in serial number. Enclosure is generally written in the
abbreviated form. For instance:
Encl:

(i) Bill of the order AB124/3

(ii) The list of goods coming in the next month.
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• Copy Circulation: It is needed when the copies of the letter are sent to
other people who are involved in the matter. It is denoted as C.C. For example:
C.C.
(i) The Director, Bluetech Company
(ii) The S&M Manager, Bluetech Company
• Postscript: The sender can mention it when he wants to add something
other than the message in the body of the letter. It is written as P.S. For example:
P.S. – Early payment will be discounted 10%.
2.1.3. Common mistakes when writing business correspondence
Writing great business letters requires both attention to detail and formal
English. It can be easy to mess up a business letter if you’re not careful. Areas of
common mistakes are usually in the formatting and the use of language. Here are
some common mistakes of writing business letters that the author collected.
i) Unprofessional Formatting
The format of your letter is important because it is immediately noticeable.
You want to get it right to make a good first impression. Formal letters should
include the date at the top, followed by the address of the company. The text of the
letter should be aligned left with spaces in-between paragraphs. Be sure to use
an appropriate greeting and closing.

There are many types of formats for business letters. The user can check the
best format for your industry by doing a quick search online or reading a sample
letter written by a trusted colleague. If you don’t feel comfortable formatting your
own letter, you can use a template.
ii) Not Deleting the Template Examples
It is not uncommon for people to use a template. To be clear, using a template
is not wrong, per se. However, a common mistake is to forget to delete the sample
information from the template. This creates confusion in the document due to
mismatching pieces of information. Thus, the only remedy against this faux pas is
diligence or the failure to use a template. It is necessary to carefully review and edit
your letter before you send it off.

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Using Informal Language
The very definition of a business letter is that it should use business English,
which is formal or polite language. In writing a business letter, only formal
language is acceptable. The nature of a business letter precludes it from many
forms, everyday writing and speech, which is primarily informal language. Thus a
business letter should utilize business English, which is not only official but also
respectful.
In a business letter, try not to use informal transitions and adjectives. For
example, instead of saying that a decision is crappy or annoying, you can say that it
is challenging. And you can use words such as therefore instead of because, and
likewise instead of also.
iii)

Writing Too Many Idioms or Phrases

Knowing idioms and phrases is great for conversational English, but they are
too informal to use in business letters. Native English speakers do not usually use
these phrases in professional letters. Therefore, only use expressions that are
appropriate for business. You can let your English skills shine in your writing by
using formal, appropriate phrases that are related to the topic of the letter.
iv)

Including Casual Greetings and Closings

Your greeting at the beginning is very important. Many English learners make
the mistake of using the same informal greetings they use with friends, such as Hey
or Hi. Thus, business letters should always reflect professionalism. The best
greeting is Dear followed by the person’s family name. Common closings are Best
regards or Sincerely, followed by a comma.
v) Failing to make a good impression
To effectively capture the reader, one must pay fine detail to two key parts of a
letter, the introduction and conclusion. A business letter sample must contain a
powerful introduction and a good conclusion. A commanding introduction will draw
the reader to the message being put across whilst a good conclusion serves to leave
a lasting impression. If your readers are not intrigued from the beginning, your
document might not serve its purpose and may just be tossed away.

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To avoid this, write an interesting introduction and make the reader see the
importance of your letter. Don’t forget the conclusion as well. If your conclusion is
good enough, it will leave a long-lasting effect on the reader.
vi)

Complicated jargon

Based on your target audience, use language that will be simple for them to
understand and avoid using big words unnecessarily. Simple understandable English
written in the correct format, grammar and free of any typos or slang will benefit
you and the reader.
To better capture the readers, business letters need not contain a bombardment
of jargon that would render the letter hard to comprehend. Readers desire
familiarity, and can better digest content in which they can apprehend, other than
one which contains so many complicated terms that they feel put down. Thus, any
foreign terms need to be expounded and the message would be direct.
vii) Spelling Errors
Spelling mistakes can make your writing look unprofessional. Misspellings are
easy to check, so when people see these errors they often discredit the entire
message. A lack of editing or proofreading shows that you are not serious about the
content of your letter.
If you’re unsure of the correct spelling, use an online dictionary. If the word is
a business term that’s not in the dictionary yet, you can also do a simple online
search. The best way to avoid mistakes is to slow down and use spell-check. (If
you’re sending an email, give the error-checking tool a chance to run before hitting
Send.)
viii) Grammatical and punctuation errors
Everyone makes mistakes because of our imperfection, but this is not an
excuse for less than average work. After writing a business letter, read through it
again or ask a colleague to proofread it for you.
This will help you realize errors you may not have seen while you were
writing, or alternatively, you can use a comma checker to avoid punctuation errors.
Remember that potential investors or clients will not have much confidence in your
work if you put in the average effort when you write for them.

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ix)

Long and intricate sentences

The use of long, complicated sentences only serves to bore and confuse the
reader whose attention was divided anyway. The more the content, the more
disheartening it is to read, and the more likely the reader will skim through it rather
than adequately peruse through the letter.
Your goal should be making your document as easy-to-read as possible so you
should space your lines and avoid writing lengthy sentences. Use visuals like
graphs, charts, images etc. if possible and leave some white space so the reader can
read the content without a struggle. The appearance of your document is also just as
important so you should use the correct font and choose the font size wisely. A short
and to the point approach should be taken in the writing of business letters as this
ensures the message is conveyed in a timely and concise manner.
x) Being Vague
Be specific and write the necessary statistics whenever it’s possible. Avoid
using non-quantified sentences like “The Company made a lot of profit” but rather
specify in detail the amount of money the company made. Additionally, vague
statements are often prone to misinterpretation. To guard against this, it’s important
to wherever possible, quantify statements. Specificity is crucial.
2.1.4. Essential Qualities to write a good business correspondence letter.
Everyone should maintain the quality of the business letter. The qualities of a
business letter make it presentable. It becomes easy for a person or an organization to
imprint an impression onto the others. The qualities of a business letter can be
classified as:
Inner Quality

• Outer Quality
•

2.3.1. Inner Quality
(1) Correctness:
A letter must be correct in every respect, especially in appearance and form of
layout, in grammar, spelling and use of language and in the information it conveys.
Poor and untidy appearance, with mistakes in typing, too many corrections, uneven
spacing or carelessness in the layout, creates a poor impression of the company’s

15


efficiency in handling its work. Incorrect language spoils the message, distracts the
reader’s attention and harms the image of the sender. Completeness is dependent
upon correctness. A letter is complete when it presents all the necessary ideas.
(a) Correctness of details: It is necessary that the facts presented in a business
letter are correct. One should not transmit any message unless one is absolutely sure
of its correctness. If your message involves any legal matter, you should know the
correct legal position before you commit anything.
(b) Correctness of time: All messages must be transmitted and responded at
the most appropriate time. Outdated information involves wastage of time, money
and human resources.
(c) Correctness of language: The letter should be correct from the language
point of view. It means that the writer should be careful in spelling, grammar and
other aspects of language use.
(d) Correctness of format: The writer of a business letter should be careful
about format. It means all the parts of structure of a business letter should be placed
properly. Incorrect format creates wrong impression in the mind of the reader.
(2) Clearness:

The message of the letter must be clear at the first reading. Clearly written
messages avoid misunderstandings and also save time. Clearness depends upon four
factors:
1. The words should be simple, common, everyday words which everyone can
understand. There should not be excessive use of technical words. Such words
should be avoided when writing to persons who do not have technical knowledge.
2. The sentence should be simple and short. Long sentences confuse the
readers and often confuse the writer also. Phrases and clauses should not be added
to a sentence.
3. Punctuation marks helps to provide pauses and stops, to break up groups of
words into readable units.
4. Giving definite and concrete details with figures and names is an important
factor in clarity. Clarity can be achieved only if the writer of the letter is clear in his
mind, about the purpose of writing the letter.

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(3) Conciseness/ comprehensiveness:
Conciseness means expressing much in a few words; using as few words as
possible. In business writing it means keeping to the point, without sacrificing
clarity or courtesy. Conciseness can be achieved by:
- Leaving out unnecessary words
- Leaving out unnecessary details
- Reducing unimportant ideas and phrases to single words, if possible
A writer who is quite clear about what he wants to say and fully understands
the information he has to convey, uses very few words. Using more words than
necessity, makes the idea confused. Brevity of expression wins the attention of the
reader. The writer should include only the relevant facts. He should organize his
message well before actually beginning to write the letter.

(4) Courtesy:
In business, we must create friendliness with all those to whom we write. The
following principles enable us to achieve courtesy.
Answer the letters on time: In business, it is a general practice to answer a
letter the same day it is received. Sometimes one needs time to refer to different
departments for clarification of certain points. In that case one should inform about
the received letter and inform the probable time, require to send a full reply.
Omit irritating expressions: Some words and expressions are negative and
irritate the reader. Expressions like, ‘you forgot’, ‘you failed’ etc. are bound to
irritate or hurt the reader.
Apologise sincerely for an omission and thank generously for a favour: If you
have failed to do something, express your regrets promptly and make up, for the
omission at the earliest. If someone does a favour to you, acknowledge it promptly
and thank the person generously for being kind to you.
(5) Coherence:
Coherence means logical connection between different parts of a business
letter. In other words all the paragraphs of a business letter should be contributory to
one another. Usually a business letter is divided in three paragraphs. Coherence
means the first paragraph should lead the reader to the second paragraph and
accordingly the second paragraph should lead the reader to the third paragraph.
Secondly he must have good command over language. All three paragraphs should

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look like parts of a single whole rather than individual unit. Moreover, the ideas
expressed in a letter should be logically connected.
(6) Cheerfulness:
A business letter projects the personality of the writer. In other words it carries
moods, nature, likes and dislikes of the writer. A business letter written in a sad

mood fails to create effect on the reader’s mind. The writer should select the
appropriate time and condition to write a letter. A letter should be written in a
cheerful mood.
(7) Completeness:
This is a sum total of all other essential qualities. A letter is complete only if it
is clear, courteous, coherent, cheerful, concise, correct and individualistic
(character). Moreover a business letter is said to be complete only if it presents all
the necessary ideas.
2.3.2. Outer Quality
A business letter is usually an organization’s first visual contact with another
organization or person, and makes an important impression. Everyone is attracted
by a good, presentable appearance. A letter is looked before it is read. Therefore,
utmost care should be taken in improving upon the outward appearance of a
business letter. The factors affecting the outward appearance of a business letter are
as given below.
(1) Stationary: Business firm should take extra care while selecting
paper/stationary, for the purpose of writing a business letter. The paper selected for
the purpose of writing a business letter, should be smooth, durable and white or
light in colour. Dull paper spoils the image of the firm. As business letters are to be
filed and recorded for a longer period, the texture of a paper should also be of fine
quality.
(2) Letterhead: A sheet of paper on which the firm’s name and it’s full postal
address are printed at top center is known as letterhead. Letterhead also contains the
symbol of the firm. Letterhead can be made attractive by limiting information to be
conveyed.
(3) Paragraphing: Paragraphing is not merely a matter of drafting. It is a
matter of appearance too. Paragraphing enables us to divide the content of the letter

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into logical and readable units. The business letter has three paragraphs, although
they are separate they contribute to one another. It should give a unified impression
to the reader. Each paragraph should be as long as is necessary to develop an idea.
(4) Typing: Usually business letters are typed ones. Typing should be neat and
even. A good business letter must be free from typing errors. There are no particular
rules regarding spacing, but the typed part should look balanced with the blank part.
The typist should make proper use of punctuation marks and correct spellings.
(5) Margin: The typist should keep proper margin on all sides of the
letterhead. Generally, a margin of inch and a half is kept on either side of a letter.
Margin is also useful while filing a letter. It enables proper filing of the letter
without any loss of content.
(6) Folding: It is our common mentality that folding of a leter is the least
important aspect of letter writing. Generally, two to three folds lengthwise and one
or to folds widthwise are advisable.
(7) Envelope: The envelope should match with the inside letter in terms of
colour, quality and size. The most popular size of the envelopes are 3.5” X 5.5” for
single sheet letters and 4.5” X 10.5” for letters with more sheets. Window envelopes
have a transparent panel where the receiver’s address to be printed. In case of such
envelops the letter is folded in such a way that the inside address can be read from
outside, which saves time and energy.
2.4. Several types of business correspondence
Business letters are the most formal method of communication following
specific formats. The different types of business letters used based on their different
contexts. It is written the book Business Correspondence that there are common five
main types of business correspondence. They are:
•
•
•
•

•

Enquiry letter
Quotation letter
Order letter
Complaint letter
Recovery letter

i) Enquiry letter:

These letters are used when sometimes the buyer wants to know the details of
the goods such as quality, quantity, price, mode of delivery and payment, etc. which
they want to buy. Enquiry letters ask a question or request for something from the

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recipient. The purpose of the letter is to obtain the information or object requested.
When writing this type of letter, sender should keep it clear and succinct and list
exactly what information you need, which may be asking for a price list or a sample.
Be sure to include the contact information so that it is easy for the reader to respond.
ii) Quotation letter:
Quotation letters are written to reply to letters of enquiry from a prospective
buyer, in which relevant information is involved. These letters allow individuals,
companies, and organizations to inquire the price list, mode of payment, discount of
materials and services offered by certain businesses.
iii)

Order letters:

Order letters are sent by consumers or businesses to a manufacturer, retailer or
wholesaler to order goods or services. Specific information such as model number,
name of the product, the quantity desired and expected price must be included with
these letters. Payment is sometimes contained in the letter.
iv)Complaint letters:
Complaint letters are written to deal with a problem situation when other
attempts such as phone contacts and email have failed to improve the situation. These
letters should be written promptly after receiving the defective goods. The words and
tone the sender uses in the letter may be the deciding factor on whether their complaint
draws the attention of the supplier or any other party.
v) Recovery letter:
Recovery letter is a type of letter written by suppliers to customers in order to
remind and collect money without annoying the customers. Information such as the
rest of money, argument for payment and specific date for payment should be
mentioned in the letter.
A business letter example:
Joan Lau
123 Main Street
Anytown, CA 12345
555-555-5555

March 1, 2020

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Steven Kramer
Director, Human Resources
Acme Office Supplies
123 Business Rd.

Business City, NY 54321
Dear Mr. Kramer,
I’m writing today to invite you or another representative from your company
to speak at the annual Metropolitan Business Conference, which will be held at
North Branch Hotel, September 15 - 18, 2020.
The theme of our upcoming conference is finding and hiring employees who
fit company culture. With the growth that your company has seen in the past five
years, I believe you would have much to offer our audience.
As part of the speaker’s package, we offer a modest honorarium and a table for
six at the Saturday night dinner.
If you have any questions or wish to know more about the speaking
opportunity, please let me know. My cell phone number is 555-555-5555, and my
email is
I look forward to hearing from you. Thank you for your consideration.
Sincerely,
Your signature
Joan Lau
2.5. The importance of business correspondence
A business correspondence has numbers of importance. Its most important
feature is the ease of reaching and communicating with different parties. It is not
always possible to meet persons face to face. Moreover, a business correspondence
helps to meet some organizational goals. One can achieve the objectives through it.
Let us study some of them in details.
i) Maintaining a Proper Relationship
It is not always possible for any business or organization to reach to any person
in particular. This will cost any business. Here, the business correspondence will be a
rescue for any business. It helps in maintaining the proper relationships between the

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