UNIT 8 PRINCIPLES OF LETIER WRITING

Structure

8.0 Objectives 8.1 Introtluction 8.2 Basic Principles of Correspondence 8.3 Fonn and Arrangement of a Business Letter

8.3.1 Forn~ of Letter 8.3.3, XlTa~~gen~ent of a Letter

8.4 Supplements to the Arrangement of the Letter 8.5 Let Us Sum Up 8.6 Key Words 8.7 Answers to Check Your Progrcss Exercises 8.8 ~ e h i n a l Questions

8.0 OBJECTIVES

After studying this unit you should be able to:

cxplrun the baslc principles of business correspondence

describe the fonnat and arrangement of a business letter

list lhc various supplements to a business letter.

8.1 INTRODUCTION - Correspondence is the most i~nportant cl~annel through whicll business communication takes place U~roughout the world. Various kinds of business enquiries, purchase orders, debt collection, coinplaints and their redressal and public relations largely depend upon effective business correspondence. Office letters are regarded as silent ambassadors of businessl, fn Ulis unit you will be acquainted with the basic principles of business correspondence iind know Ule format and arrangement of business letters.

8.2 BASIC PRINCIPLES OF CORRESPONDENCE

To convey imy message, effectively, business letter writing needs the application of certain communication principles. They provide guidelines for the content and style of presentation. A business letter sl~ould be written keeping in view the following basic principles of busincss correspondence.

1) Clarity: The clarity content is Ule most essential requirement of a letter. Difficult words requ~rin:; the use of dictionary, llowery expression-ad poetic language should be always avoided. The words used should not be vague or ambiguous. The letter must convey to Ule recipient the exact meaning which the writer want$ to communicate.

2) Coherence: The clarity of a letter, to a great extent, depends upon its unity or coherence. Therefore, a letter should be written in a logical manner and retlect consistence of thought. One thought should follow another in a proper sequence. An orderly arrange- ment of the subject is necessary and the same should be expresserl in appropriate words.

3) Brevity: A good business letter should be concise and exact. Ecollomy of wonts is possible only if the writer of letter has extensive vocabulary at his command. A long letter containing irrelevant matter gives a poor impression of the writer and also of the business house. But for the sake of conciseness, completeness or clarity should not be sacriliced. The l e m must explain in full what it all desires.

4) Courtesy and Friendliness: The tone of the business letter should always be courteous and polite. While drafting a business letter bluntness should never be regarded as a sign of streilgth. On the contrary, only a poor image is bound to result from an offenswe attitude conveyed through the letter. In other words, a business letter should reflect

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friendlilless and due courtesy. Even in case of difference of opinion oicomplaillcs, it is desirable tllat courteous language and expression should be used. Words like 'please' alld 'killdly' always bring positive response. However such words ought be used without sacriiicing 'one's' self-respect and dignity.

5 ) Simplicity and Natural Flow: A bkiness letter should be clear, written in simple language will1 a natural flow of words. Wordy phrases and high flow expressions should be i~voidcd. The letter should not contain quotations, or words which are pedantic (bookish) and which sound artificial. Effort should be made to give a persolla1 much to the message which is intended to be communicated.

6 ) Correctness: A business letter sllould be grammatically correct and factdly accurate. Illcorrect intormation and inaccurate facts conveyed tllrough a leuer are bound to make the position of the writer vulnerable. The addressee, may stop further dealings with the writer of the letter. In letters of enquiry, orders, complain&, references, etc. infonnation given sllould always be correct and exact. If, for some =on, it is not possible to c m l m i - cate tile necessary infonnation, the reason may be clearly stated in apolite language:

7) Completeness: A business letter sllould be complete in all respects. It must not leave out any fi~ct'or infonnation that llle addressee ~recds to respotd to the letter. An enquiry wllicll does not contaill necessary particulars, or expla~latio~l which is partial is llever appreciated. An inco~nplete letter lnay compel thc receiver to makc further correspondeuce on tllc subiect involving waste of time or prompt hirn to act according to his own judgement which way lcad to disputes.

8) Originality: Originality of form, expression and style are often necessary to make business letters more appealing, particularly for sales promotion, and on special occasion, such iIS inlroduction of a new product. Indeed, will1 cha~lgiag times, old llnd stereo-typcd fonns and expressions have bcen replaced by appealing forms, cxprcssion and style of presentation of matters in business Ictters. For instance, tlrc layout of thc content$ of a lettcr is often inkndcd to mark-out sig~~iiicant lines. New , phrwcs arc used in place of old ones, md a conscious atlempt is ~ r r d c to give a personal touch where necessary.

9) Attractiveness: A nmt and tidy Ietter, clearly typed or written on a reasonably good paper with proper paridgraphing makes a letter attractive to the reader. Any overwriting, rubbing or cutting of expressions, improper spacing between paragraplls etc. do not create a favourable impression. So tlre appearance of LI business lcller should be impressive, neat auld tidy to Ule maxknutn extent possible.

19) Effectiveness: The u]tillla(e goal of :I husincss letter is lllc dcsired rcsponsc ill 21 positive

manucr witllin a reasonable time. Obviously, dclayed or ~~cgativc respot~sc shows h e ineflbclivcjless of k c lcttcr. The tilnc aid suliancry uscd in writing ~ u c h lcltcrs illvolve wklste[ul expenditure. Tllus, el'l'cctive~less 1niw bc regarded w llle InOst cssenlid I'ciflure for a husi~~ess letter.

l*roof Heading: Tllougll proof rcding is not an Csselltid pWt of writillg a Ictlcr, it is il very importallt prccauli(llmy aspect of business correspondence. A good letler.cal bc ruined by cilreless attitude towards gr;llnmaticd ilnd typing eKOrs. Thus, ~rollg5Spclling Of n:uncs, illcorrect llulnbers typed, 211ld failure to er~close speciticd items need to corrected hchre a leltcr is siglled. Prwf-rcadillg is csselllid for ~0rIEctillg gt~lUIlaticd mistakes. errors of

all(l typing e m r I g < c d , proof reading is a double check c()ln~lcteness.

~ c l l c(l1~;utdmcnts for writing a good business We:

i) Write you would d k .

ii) Be courteous ~ l d friendly.

iii) Be n;rtunll.

iv) Le;lm to visudise your rcader and he helpful.

V) Keep an ope11 mi11d. Appreciate your feder's poi111 of view.

vi) Praclicc real diplo~nacy.

vii) Be willi~rg to ahnil lnistakes.

Y

ix) Tell your readers what U~ey want to know. I'ri~~cil~lcs of 1,cLlcr Writilll:

X) Driunatise your letter/Shi)w Il~eln reasons.

8.3 FORM AND ARRANGEMENT OF A BUSINESS LETTER

8.3.1 For111 of Letter

The fonn aud wordi~lgs of busiuess correspondence detenni~le it$ attraction value. A good appcwance of dle letter creates a positive impression on tlie milid of its receiver or reader. Hence, LIle following poi~ils sllould always be kept in rni~id while writing letters:

1) l'aper: Paper of good quality and sta~~dard size should be used for all official ' correspondence. Proper care should he take11 to avoid ovcr-crowding or over-decoration

while prioting the liecessary particulars regarding Ule receiver's name, address, phone number, telex no. etc. Nowadays the use of fullsup paper for office correspondence has become outdated. Inslead, a stluidardpsize paper is used for nonnal letters and 5; " x 8; "

or 7: " x 8: ", known as small sizes, are used for short letters.

2) Typing: All office letters sliould be ~leady typed by m efticicnt typist in good, working typewriter. Usually, ofticid lctters are typed single space between linesand double space between the paragraphs. Since at least one duplicate copy of each letter is needed [or oflice record, it is ~~ecessary to use good quality cllrho~~ p a p for typing.

3) Margin: Proper margin on UIC left luld right ;,'and side of the letter as well as adequate

Usually, a margih of 12/15 spaces is provided 011 Ule left hand side a~c! 5 to 8 spaces on thc right side of the paper.

4) Folding: Folding of letter is done accordirlg to Ule type and size of envelop that is used for sending the letter. Nonelheless, as far as possible, minunurn ~lu~nber of tolds sliould be made to keep the itwactive~less of the letter intact.

5 ) Envelops: Size of the envelop to be used depends upon Ule size of tlie letter as well as the number of shee$ or eoclosures. Usually, the name arld address of d ~ e addressee are printed on the back ofthe envelop. Some t - i s also get Ueit logo, monogram, brand message or brand nane printed on the eovclops.

Window envelops iway be used to save the time of typing the name and address of the party for whom it is meant. ~ h b letlers are folded in such a way U~al the full address typed on the letter-paper is visible through the window on the envelop. For this purpose, it is necessary to type the frill name and address of the party in the letter.

the envelop. Abbreviations for street, village, district, city or country must be avoided as far as possible. If pin code of h e city is known, it is always better to type it correctly for quicker delivery.

Tlie address of tile sender is also typed on Ule envelop so that in the event of non-delivery, the leuer may be retunled to the,senderand does not go to the deb-letrer office. When the buer is sent by Book Post, Under Certificate of Posting, Regislered Post or Speed Post, tlle same should be clearly indicated on the letter as well as on tlle envelop.

Check Your Prob~ess A

' 1) What doyou mean'by effectiveness of a business letter?

.............................................,................................................................................................

' 2? S t a ~ whether foIlowing statements are True or False.

v;i) Where address is printed under the rime of the firm, the telephone numbers may be Prillcil'icsoC1r((cr Wri(illg

given just opposite the telegrapl~ic address, on the right hand side.

viii) Lcavilag a little space, date is given on the right hand side with two blanks to be filled later.

ix) While writing date, the American style is now used quite often. The month is stated lirst and then the date and year, arc given in figures, such as 'January 23,1989'.

As per English style, date is givcn first followed by the month in letters a ~ d then year in figures e.g., 23 January, 1992. The practice of writing date like '24-9-1992' or ' 24-IX-1992' should not be followed for then one majr have to count as to which is the ninth month.

x) As Par as possible, advertisements 011 the letter paper, however small they may be, sliould be avoided. Such advertisements do not give a favourable impression of the sender.

xi) Every official letter should have a proper 'Reference Number' and, therefore, the word 'Reference Number' or 'Ref, with blank space for writing, is printed on a letter paper just after the printed heading.

2) Inside Address: In business letters, inside address is written on the left hand side of tlle page just after the printed heading of the letter paper. The correct address to be used while writing to any company or individual, should be that which tile latter uses on its skttionery or advertisement.

It sllould be kept in mind that the address on the envelop should be the sane a% the inside address. It must be written in tluce or four lines, distinctly giving the name of the finn, U!en the numberof sl~op or office, and the street name, and li~~ally the name of the city with pin codc. The name of h e cou11t1-y should also be given if the ;~ddress is that of a lbreign country.

Every line of the Address should commence from the margin. Commas should be placed ,d'ler each distinct aspect and each line, while a fullstop sl~ould bc put after tl~e city pin code,

Messers Ramdas 64, Bunder Road, Bombay - 400 003.

Writing inside address is useful in many ways:

i) la alsc the address on the envelop, is not correct, llle Dead Letter Office can lind out the right address 1ro1n the body of thc letter aid redirect it to the addressee.

ii). In a big business house,.the person who writcs rJle letter does not despatch it. This work is done by a junior clerk, usually known as Despatch Clerk. He can write the address on tlle envclop from the inside addrcss, in the absence of which he would have to trace the sune from the correspo~ldence file and waste time in iioding out the sane.

Besides, the following rules regarding courtesy should be carefully observed in writing adtlresses:

I) Mcssers is prefixed to the name of a firm or company if the name begins with a pcrsooal, name e.g., Messers Sohan Lab& Co. But if the nane is impersbnal the prefix 'Messers' sllould not be used. In such cases article 'the' may be prefixed to its niunc. Writi~ig 'Messers' before 'the' i s a common mistike and should be carefully

ii) Wtrcn a f i n or company is titled with tl!e names of ladies, the word.'Mm$s' (abbreviation of the French 'Madanes') should be'prefixed to the name, as in Mmes Sara Smith ;uld Lucy John.

iii) Mr. (especially for foreign nationals) or Shri is used before the name of an individual e.g. Shri Shy:un Prakash. Sometime Esquire or EP~. is written after the name but it should not hc used when writing Mr. or Shri is prefixed to the name. For instance, 'Mr. David Jolnlson Esrlr:' is wrong. 9

iv) Titlc ol'houour likc 'Pad~na~shri' or 'Pa~d~natbhusliaui' should always be wriitc~l before the '

naunc ofau1 individual a~ddrcssce. Univcrsily dcgrecs are usually :lvoided but if hey are lo hc writtccu, Ihcy should be given after Ihc nanc.

V) For ;I person Iloldi~ig :I tillcd position, proper prel'ix tnusi be used along with his naune - Illus 'Professor' bcforc lhc llaunc of a Universily Professor, 'Dr.' bcl'ore Lhc naunc of a ~ncdica~l pra~clitioncr ~uid n:urics of hose holding d o c t o ~ ~ l degrces in scieucc, or philosophy, or litcrnlurc, 'Capl.' bclbrc Lhc nLunc of a persoti holding :I co~n~nission in Il~c army, or LRcv.'. 'Rt. Rcv.' hclbrc Ihc nunc ol'a clcrgy~n:ui according to his position ~ I I llic church.

vi) Wlicn wriling the a~ddrcss of a1 lady, Ihc prcfix 'Ms.' is now most co~n~nonly used'l'or holh ~nxl-ricd or utltnauricd otlcs. 'Sliri~nati' is uscd if a married Ia~dy is to bc a~ddresscd io ;I typical 111diaul fa~sllion. I f un~nauricd, 'Ku~naui' may bc used.

11 is ii cotntnon pl-acticc in husincss col-rcspo~idc~ice lo itivitc Uie :~Llention of a1 pauticulau pcrsotl to thc Icllcr. The lcttcr is a~ddrcsscd oflicially. But below Lhe heading, or at Lhc right Iland hidc, aflcr Lhc a~ddrcss 01' Lhc I'inn, Lhc following words arc addcd:

'

Allctition: Mr. A. Pa~sha~. or

All. Mr. A. Pa~sli:~.

3) Opening Salutation or Greetings: Salutatioo is the counlerparl of personal greetings to Ihc alddrcsscc ia social lit'c. In ordcr lo avoid crowding of the lettcr, tlirec to five spaces sliould he a~llowcd hclow hc last litlc ol'thc illside address, to write Lhc opcnitig salul:~tion. This is tnosUy used in ofticial corrcspondcnce.

Tllc opcning s;~luli~lion dcpcnds up011 Ihe writer's rcli~lion wid1 Uic alddrcssec. The oldest 101111 of saluI:~tio~l is 'Sir' or 'Dear Sir'. If a finn is bcitlg addressed, Dear Sirs or (;entlenlen should hc used. Do no1 wrilc 'Dcau Ccnllcmcn'. Aoolhcr usage 'Shrunaui]i' is also scc~i quite ol'tch tlicsc d:~ys. The saluting words likc Dcar Mr., Dcar Miss, Dcar Mrs. arc wriucn to givc pcrsonil ouch lo Ihc corrczpondc~~ce or wllc11 Uic writer is closely know11 lo the a~cldrcsscc. Thcsc words show intimacy bctwccn Ulc two ;uid givcs h e husincss lcllcr

pcrso11;l touch auid good itnprcssioo. 111 111c salulalion, capilalizc only Ille lirst Icller of Ihc lirst word csccpt li)r propcr names auid tillcs, c.g.

Dcatr Mr. Ricli;u.dson

'U SO11 My dcau Mr. Rich d

My dcau sir,

4) Main Ikrdy ol'the Letter: A busincss Icllcr is cotnposcd of va~rious parts. This is Ihc core iuid Uie Inosl i~nporlau~t part of a husincss Icllcr ;uid, Ihcrcforc, ~iccds lo hc wrillcti vcry caucfully. Again, Ibr convct~icocc, this p;ut is dividcd inlo scvcral p i ~ i ~ g r ~ ~ p h ~ such as Ihc it~lroducing par;~s, ~niddlc oncs atid Lhc concluding para. Thcsc par:~graphs call bc. nu~nbcrcd ;1ls9.

Morcovcr, h c body oftlie lcttcr should he writlc~i in sevcra~l paragraphs so to achicvc tlie dcsircd objcctivc ol' Uic Ictlcr. For Lllis, U1c following secluctlcc should be pursucd:

i) Atlcntion : It sllould co~npcl reader's a~llcnlion

i i ) Ititcrcsl : 11 should arouse interest by enthusi;~sm :uid origioality of the suhj~cl.

iii) Desire : It should sli~nulate and suswn Uie interest lo Uic poi111 of li~lalisitlg Ihe husincss for which the letlcr is ;~clually intended.

We may now discuss h e athovc Uircc paragraphs.

i) 'I'he Introductory I'i~rt: In husincss correspoadcncc, just hcfore Lhc opening pwagrclpb, sul~jcct or hca~diog 01' Lhc communication should hc clcarly typcd in hold Icllcrs. 'tile .

wl!~lc oh.jcci of ~ne~ltioning subject Ilerc is to i~rdica~te whal h e subject ma~llcy of Ihe . Ictlerjs.

Thc opening paragraph sewes ;Is au introduction to a Ictter. Thcrcfore, h i s para slmuld be

Uirougli U I C cotirc C ~ H ~ C I I I S ol' LJic Ictlcr. For Uiis purposc, plil;iscs likc 'Happy to ........... itlid 'Wc rcyrct .........,' 'Wc auc Ui:uikl'ul' may bc suil;thly uscd.

111 I:ugc orpau~isidioris Lhcrc arc scpau:~tc dcpiuclnc~iLs lo deal wid1 dil'l'crcnl ~ni~ttcrs. Thcrcli~rc, sc(~aui~lc lettcrs sliould hc wrillcn to dcal with Ihc rcspcclivc sul!jccts such ;IS

rcsull in prompt suh.iect-wisc response.

11- Lhc lcllcr is wrillcn in reply lo ;I prcvio~rs Icllcr, rcl'crcncc to dii11 lcltcr is given in die i~ivocluctory para. Thus, llie lcllcr In;Iy hcgin wid1 2111 :~ckriowlcdpcrncnI of Uie prcvious Icllcr, c.g., such ;IS 'Wc auc plcascd lo rcccivc your Icctcr No. 471Ex. 89 dalcd Scpic~nhcr 24,

ii) 'I'lle main C o n ~ ~ n u n i c ; ~ t i o ~ ~ : Tlic 11~x1 part of dic Iclicr sliould dcal wid1 Uie main subjcct 1ii:~Ilcr. Il should hc divitJcd inlo two or Inorc pauapra~plis il'nccessauy, to dca11 wid1 Ihc whole. mallcr syslc~ii;~lically. As liu :IS possihlc, :thhrcv.i:~tions rcl'erring lo prtducl, pricing, cluori~tiolis, persons, cilics, datcs. clc., sliould he a~voidcd. Tlic Ic~iglli ol'c;1cli p;u;~gc~pli will clcpe~id oil Uic ~ i a ~ ~ u r c ol' thc suhject tnatlcr auld lopics dc:11t widi.

i i i ) l'lle Closing l';~ragr;~pll: Tllc concluding paua~gra~ph should hc suilithly worded so a* to susli~i~i illc iuddressce's intcrcsl from hcgi~i~ii~iy 10 Uic closi~ig pi~;~gr;~pli.

Ph r i~es likc 'Hoping to be b~vourcd with a11 cauly rcply', or 'T1i;uiking you in

5 ) 'I'he Compli~nentary Clcwe: This is a111 cxprcssion of regiud or respect wliicli Lhe lcttcr wrilcr wauits lo convey to die a~ddrcsscc auld 1i)nnally tikc Ica~vc. 111 Lict, il is a kind of h:u~tl-sliakc ;111d should hc consistcnr wit11 dic iotroduclory salutii~ion. For cxaunplc, wlici~ I'or salulalion il is 'Dcau Sir', Uic co~npli~nc~itary close will hc 'Yours Iudifully'.

' Tlic c o ~ n p l i ~ n c ~ i ~ i r y closc corresponding to Ihc usual snluti~tions are givc~i in dic Chaul.

SALUTATION COMPLIMENTARY CLOSE NATURE OF CORRESPONDENCE -

Yours 1':~ilhfully Rusiness lctler Gcnllc~nen Yours lruly

Dcau Mr .... Yours truly Business letter

Dcau Maidiun Yours very truly

Truly yours

Yours sinccrcly

Si~iccrely yours

Sir, Maclam Yours obedic~itly Government

Yours rcspectl'ully or

I ;un, Wc iue Semi-Govenancnl

I remain, We remain.

Likc si~lutations, complinenkuy close in the case of Me~nhers ol'Parliune11t, Mayor etc. au-c special ones which sliould be appropriately uscd.

6) Sigllature: Sig~iature limns Ihe last part oCa le~tcr. I t is not Lypetl. I1 is always writtcn ill 11;uld writing. As b e signatures are ~nosdy illegihlc, il is custolnary to type dlc ~i:u~lc

die sigllatory below 111s signature. The Ibllowin~ is a specimcn of an individual

Yours faill-~fully,

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I ~ I I S ~ I I ~ ~ $ S CIIIIIIIIUII~C:I~~IIII rules puttillg the writer's signature on the letter vary from writer,to writer. For illslancc, in ale c u e Of a sole trader, Uie proprietor signs his own name or under th& nume of Ll~c lir~n, e.g.,

For D.H. Melita & Company,

Hauish C1i:under Proprietor

In cast of paulncrship, Uic lnune of the !inn is typcd and bclow Uiis any partner, who k aulhoriscd LO do SO, put^ his signature, also signifying ulat ale signalory is a parblcr!c.g., -

Alimad Ali & Co.

Ah~nad Jan P;u~ncr

Wlicn a 1;ltly puts licr signalurc, il is now a comlnon pr;~cticc to use thc lcttcrs Ms ;LS prcl'ix along with Ihc iia~nc, without in ally way showing Uie clislinclion wlicUicr che signatory is :L miuricd or u~i~narricd lady. For instance,

Ms. Rckha Scligal

An cmployce 01' thc f rm, like meiager or sccrelllry, camot sign for Uic firm himscll'. In case lic is Icgally aurhoriscd, by power of atlonicy, to sign for or on belia~lf of Uic linn, hc should sign as li)llows:

Pcr Pro. D.N. Mchta & Co.

K.C. Agauwal Miu~;~gcr

'Pcr procurc~tion' or 'Pcr Pro.' or 'P. Pro.' or PP implies Lliat Ihc signalory is lcgally :~uUiol.iscd, hy powcr of ;~t~(imey, to sign in this way. If the signatory is no^. a~udioriscd hy powcr of ;~l(omcy LO sign, lie [nus1 simply wrilc 'For' bcforc Uic n;une of Uic l ir~n :uld sign ;rs l.ollows:

For D.N. Mclita~ & Co.

K.C. Agauwal M ;ui;~gcr

11 is i~tiportiunl to relnc~nhcr dia~t if (hc cmploycc puls liis naune auld (hcn his official dcsign;~tion, hc would bc dcc~ncd lo havc wrilten Ihc Icttcr in his personal c;~p;aily. This should no1 hc donc. For inshnce,

K.C. Agauwal Mana~gcr

. D.N. Mcli~;t & Co.

Il is wronf.

Routine Ictlers In;iy hc sig~icd by a clerk who c~nbosscs Uie Finn's l i m e wilh a rubber skunp ;uid pub dowii liis inilials below it, ilddillg 'Per' or 'By' beforc his name, thus:

D.N. Mclit;~ & Co. By B.B. J.

In tllc cilse ol'joint s t t ~ k companies, letters arc generally siglled by Ihc sccre lw or mluiager. l'hc Mi~naging Director gc~ierally signs all i~nportiuit lettcrs. Whoever the sigmttory is, he mwt show Ulut 1ic is signing li)r and on behalf of Ihc compaiy by putling&)wn Fur or lJrr . [Jr(, hek)rc ulc n:unc of Ule company or to signify Uiat lie is ordinarily authoriscd or ;iuUiorised by powcr of altoniey to sign on behalf ol. the company. Junior cxe~ulivcs or dep;uunallal lnay idso sign in the sane meincr but they sliould indicxte Ihc section or dcpaubnc~ll to which U~cy are atlilclled.

sly case, h e sigrlalory be;xs h e rcspolisibility for the co~~CClneSs Of Ulc cO1ltentS of the

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8.4 SUPPLEhlENTS TO THE ARRANGEMENT OF THE l'ri~~ciplcs (11' l .c~ttcr \ \ ' r i t i ~ ~ g

LETTER

Bcsides the ~naiii content of a letter, there are a few supphnents wl~icli should also he noted ciucl'ully. Each supplement eilher d d s to or supplements the informdon, or furhcr s l r c ~ ~ g d ~ c l ~ s its presentation and completeness. These are discussed bclow:

1) lnclusnres: Very ofen onc or Inore docurncnb ire required to be sci~t dong wit11 a Icllcr. In such case it should he indicated on lhc Icft-hand conier of lhc letter by wri t i~~g Ihc word 'Enclosures', 'Encl' or 'Encls', noting against it Uie numhcr of tlocumciits enclosed. It ' Ihc cnclosurcs are important, thcir nature is also hriclly lncnlioaed as li)r iostancc:

Encl. one Copy of Invoice.

Tllc dcspatch clerk must ellsure that all e~~closurcs indici~tcd in Uie Icttcr are alhclied to the

2) IBost Script (IB.S.): If somcdiing is writtcn al'tcr Uie completion of lcltcr, it is k~io?wtl as Post Script or P.S. Only Imporlant and urgcnt information, not known ciulier, should he wriltco as post script. As Uic P.S. is a part ol'a Icttcr, it must hcau Uic initials of chc writcr hclow it. If we have to write ]nore Ulan one P.S., it is hcttcr to rewrite (hc whole Iclter and not spoil the colnpactncss of die communicatioe.

3) Margin and Indentation: As mentioned earlicr, margin on boLh sidcs 21s wcll as at the top ;ultl bottom givcs a hctter look to (Jic lcttcr iuid mikes i t irltraotjvc to hold iuid rcad. Tllc typ1st should [itke care of Ule rcquirc~ncnt at chc time o C typing. Morcovcr, if lnorc than onc pirgc is uscd Ihr a Icngthy letter, exma care should bc Ilkcn to scc Lhal idc~iticid ln~trgins arc providcd on atch p y e .

I~rdcntatioli is uscd ~ni~inly ill two situations:

i) I;or marking out the significant lines of the 'inside address': While writing the 'ii~sidc itddrcss', the nunc of Ihe addressee, Uie nulnhcr of Ihc house or shop, d ~ e niunc of thc slrcet, and the nane of the city, arc indented to Sacililate quick >potting by Uic rcadcr.

i i ) 1:or niarking out the I~eyioning uf each new para: In Uic body o f a lettcr, Uie

I'irst linc of citcli pauitgraph should hegin exactly at the sanc distance from Uie

4) Iclenti!ir;ttion Marks - Initials: Thc writer iuid h e typist of Uie letter are required to put t-l~cir rcspcctivc initials so as to hear Ule rcsponsibility ol'thcir work. Iuitials may ;~lso hc ~ypcd, li)r iostllncc K.C. R.S. mcarls K i u m Cliand has writtell Uie letter and R;un Sihai hits typed Uic siunc

Check Your I'rogress I5

1) Whitt do you lnciui by Post Script?

..............................................................................................................................................

..............................................................................................................................................

..............................................................................................................................................

1) Expl;tili o ~ i c rcsponsibility ol' llie signatory of a Icltcr.

...............................................................................................................................................

..............................................................................................................................................

..............................................................................................................................................

..............................................................................................................................................

13 I

3) Sl;itc w ~ c U ~ C ~ Ihc following s(;rlcrnc~i[s ;lrcTruc or Fillsc,

i) S;ilulalio~I is lhc coun1crp:ul 01' pcrsolla~l prccti~~fs lo 1l1c iidtlrcsscc iri soci:lI lice.

ii) Sign;llurc is arlwa~ys writlcr~ ill 11i1nd wricjrig.

111) 111 dlc CiLSC ofJoi111 Colnp;uiics, 1cII~rs iuc gc11cr:dly siglid hy Ulc Juliior Ofiiccr.

iv) Supplc~ncril slrc~rgllicrls Uic prcsc~ili~tio~l a111d corrcct!icss tit t.lic Icc~cr.

V ) S;~I~l;~lioli is Ijic corc ol';~ h i~s i~~css I C I I C ~ .

8.5 LET US SUM UP

Busi~~css Icier writing is iui arl which nccds so~nclliiag Inorc Uiaui ordi~iauy Icllcr writiog. To hc cll'cctivc, it should hc povcnicd by ccrlilin hi~sic pri~iciples ol'ctmcspondc~~cc.

From Uic point or vicw ol' Uic wrilcr illid UIC addrcsscc. ~ h d busi~icss Icttcr sliould hc hricf. clcau, co~nplclc a id cxarcl so Uia11 rlicrc is pronipl undcrscanding iuid :I posilivc rcsporlsc.

For crca~li~ig i1 good irnprcssiotl ill Uic minds o f h c i~ddrcsscc, rl~c Icltcr ~iccds lo bc writtc~i in il sy~lclnalk IniUlllCr. StNIplicily auld courtcsy should run Ulrouglioul die Icllcr. Pi~pcr 01. good q ~ i ~ l i l y illid ~ I ~ i ~ i d i ~ d size s h o ~ l d hc U S C ~ li)r all olliciad corrcspondcncc. ~ct tcr~sl iould bc 11caUy lypcd will1 propcr rnaugin. A wcll-slruclurcd husincss lcllcr cons is!^ of Ulc Iic:~ding, insidc addrcss, si~lulirtion, dlc milin body, co~npli~nclil;uy closc ;u)d Uic sign;~lurc o f . Uic wrilcr. Tlic body of UIC lcllcr should hc dividcd illlo pi~;~gri~plIs so rha11 *IC scquc~lcc in. rhoug1it.s and Incssiycs is ~naun~uncd. In cvcry Icclcr, h e "rilcr of thc lcltcr or 111c ;iuU~~)riscd pcrsoli sl!ould put his/hcr signi~turc at ~lic crid of lhc Icclcr.

L;~stly, a husi~icss lctlcr is co~nplcce ill :ill rcspccts, wllcri Uic cqclosurcs, i f any, arc i11Iaclicd lo Ihc Icllcr. Also, il' [Iwc is iUiY I ; I s~ ~ninutc itili)nni~tio~i Lo hc ;~ddcd, il sliould hC incorpt)r;ttcdas post script.

8.6 KEY WORDS

Ct~mplimentury close: Fonna~l cxprcssion o l rcspccl or r c g i ~ d o f Uie lcltrr writcr lowauds ;\ddrcsscc, writlcn just hclow Uic htdy ol' ;I Icltcr.

Supplements: DocumcnLs c~icloscd or additional itifonnation i~icludcd alicr Lllc ~nalili body 01' UIC Icllcr.

8.7 ANSWERS TO CHECK;YOUR PROGRESS EXERCISES

A 2 i) Truc ii) Truc iii)Truc iv) Fadsc v),Truc

B 3 i) Truc ii) Truc iii) Fdsc iv) Truc v) Fads~

8.8 TERMINAL QUESTIONS 1 ) Lisl slid explain thc pri~lciplcs of busirlcss c;nn~nuoic;~lio~~.

2) "A gtxxl lellcr is one which is clcau ;owl hricl". Co~nmcnl.

3) ~ r i c l l ~ discuss Uic auraogcmctit o1.a busi~icss Icllcr.

4) Explaia tlic i~nportitncc ol'si~luti~tion iuid complimcnlary closc in a husi~icss Icllcr. Illusuhte hot . uscd in husi~lcss Icllcrs.

UNIT 9 BUSINESS CORRESPONDENCE - I

Structure

Oblec tives Introduction Business Letters 9.2.1 Eqseotials of a Business Le~tct. 9.2.2 Style of a Business Letler

Planning the Letter Form Letters Kinds of Business Letters 9.5.1 Letters of Enqdrie.<, Quotatioos. Ord'ry and Acceptance 9.5.2 Letters of Clain~q? Coml~lainLc and Ad justmentq 9.5.3 Ih~anirg Letters 9.5.4 Agency Letters 3.5.5 Statc~s E~lquiries 9.5.6 Ila~lkiog lztters Let Us Sum UP Key Words Answers to Check Your Progress Exercises Tenninal Questions/Exercises

9.0 OBJECTIVES

After studying this unit, you should be able to:

knodthe essentials aid style of a business letter

plan a business letter

write different kinds of business letters effectively

9.1 INTRODUCTION

As studied irt'unit 8, a modem businessmiui is required to write letters every now and then. For instance letters are written for purchase iuid sale of goods, collection of debts, payment of dues, making enquiries, placing orders, despatch of goods, appointment of agent, dislributors, etc. Larger the business, greater is the volume of correspondeocc. 111 his unit you will study different kinds of business letters. You will also study the composition arid style of writing the above letters effectively.

As you know, commercial correspondence is i11i integral part and an instrument of cartying on Wsiness. The image df an organisaljo~i depends on what impression is conveyed through the business letters. These letters help to bridge the gap between two pautics. Therefore business letters should be written caref'ully mid in such a miinner that Lhey are able to comunicale the purpose effective1 y. They should bc straight forward, free from bias ;lnd pe.judiie, courteous and impressive to invite positive response. Therefore, while drafting sqch a letter the essentials of a business letter should be kept 111 mind.

9.2.1 Essentials of a Business Letter

Following are the essentials of a busi~yns Icttcr.

1 ) Clarity of thought: Every busi~less lclter should depict clarity of thohghk from each of its sentence. It should clearly express the meaning which the wriler wishes to convey. The writer should have a good comrnand over the language.

2) Unity of sul~ject matter: Each business letter is written with some detinite purpose in mind. Therefore, before writing a letter the writer must know-lhe purpose o; the subject mailer or che fetter. A letter should explain o~ily one subject malter.

Rusinns Conm~cu~ieation Il'more than one messages are to be conveyed, separate letters should be written. .-- However, where one message is supplementary to the other, the same letter may he used.

In Iilrge organisations different business matters are handled by respective sections. Thus Ule principle of unity of subject mailer is taken care of to a large extent.

3) Exactness and hrevity: Businessman, boll1 as a writer or a receiver of a letter, his little ti~nc Ibr r~nnecessary details. Hence, long wntences or flowery languape expressing no mcamlng should be avoided. Each sentence should be brief and must tell exact information only. Repetition of words and messages make the letter boring, monotonous and unattractive. It results in delayed or even uegative response. Therefore the letter should exacUy convey what is asked for, it should be brief and to.the point.

4) I'oliteness and caurtesy: The letter should be courteous and polite. It pays to be polite a~ld courteous in all situations. In commercial correspondence it has a special importance as the written letter not on1.y conveys a message but it is also w instrument of unage building. Even in uses of disagreement and difference of opinion, expression of courtesy should be maintained. It sllows the upbringing and educational background of Ulc writer and leaves a good impression on the mind of the reader.

5) Convincing and efl'ective: A business letter should be convincing and effective. It should convince the reader that the writer is sincere and honest and is interested in inulual henetit to both the parties. All Ule statements n~ade sllould be true. Untrue sti~teinents may help for a while but once it is detected, the wllole image will he spoilt.

6) Appealing and attractive: The first impression lasts longer. Thus, a hus~ness letkr should appeal to the eyes of the reader when he holds it for the first time. Only when (he letter is appealing to the eyes that the reader would l~ke to go through the entire letter. Good stationery, decorative typing, systematic paragraphing, easy language and expression, and objective of mutual advantage are the tools which make letters appealing and attractive. A businessman acquires this proficiency through knowledge, expericncc and self-discipline. A continuous exercise of lrming and its application should be carried out by each business letter-writer. Innovative appeals may be exciting hut that sh~uld be used carefully in commercial correspondence.

9.2.2 Style of a Business Letter

k h business letter should have a proper format. All the essentials like headmg, 111sidc address, salutation, body of the letter, comphrnenkq close, and signature, when systemati- cally arranged, make the business letter a piece of amction. Apart from a proper fonnat he business letter should be written in a particular style, which is modem and s k l t i $ k Proper style promp+ the reader to go through the letter and leaves an impression on the mind ttf UIC reader. The following points should be kept in view while writing business letter.

1) Correct statement

2) ~ i r e c t approach

3) Use of active voice in constructio~~

4) Avoidance of obsolete language

1) Correct statement: Wlratever is slated in a husi~less letter should be factually con'ect. Overstatement and exaggeration should be avoided for it may give a poor image of the writer and his f-m. An exiunple in this regard is given below:

l'oor Style: We fully assure you that such mistake will never be repeated in future.

Better Style: We assure you that we shall do our best to avoid such errors,

2) Direct Style: As far as possible the writer should follow a direct approach. There are many who write letters in the past fiarticiple tense particularly in the last pwagraph of the letter. This shows an indifferent attitude of the writer towar& the addressee and lead to estrangement rather than warmth of relation between the two parues.

An illustration of the same is given below:

Poor Style: Assuring you of our extreme desire to serve you, we are, etc.

Better Style: 'We shall be happy to serve you' or 'We shall.be grateful for your col,pcri1lio1~'.

Cavour is done by ;my party.

3) Use of active voice in construction: Wlicrevcr possible, active voice should be used in a business Icrter. Pxssivc voicc show5 a111 indifferent approach which is likcly to be misunderstood aw lack 01' interest.

4) l'ositive construction: Positive slatcmenls arc usually preferred in business lettcrs. Nega5ve construction hnplics a round-;rbout melhod of expressing aui opinion a id involves use of unnccessauy words ;uid spa~cc. This looks awkward at times and, therefore, should he avoided.

I'oor Style: ' I f you do not exccule Uie order by the end of diis month we shall take a

5 ) Avoidance of'ol~solete language: Ovcr Uic years m;uiy stock words auld phrases have hccu dcvelopcd which arc in cornmon use in conuncrcial correspondence even now. Incltision of such words auld phrases reduces Uie originality of a letter. Wl~erever possible, new words iund plirascs sliould he used to convey the message. This is possible if the writer lias a commauid ovcr the Iauiguage and vocabulary.

T l ~ e point call be illustrated ; ~ s Icjllows:

Poor Style: 'Yours of Septernhcr 8.......'

Better Style: 'Your letter of Scptclnher X.......

Another exaunple may be:

Poor Style: Our Mr. Om Praka~cli Scligal will call upon you ~0011.

Isetter Style: Our represenrative Mr. 0 1 n Pr;kasli Seligal will call upon you soon.

In short, eflhrts should be ~nade to devclop iui original slyle of writing a business letter so as 10 make it more attractive and meiuiingl'ul.

9.3 PLANNING THE LETTER

A business letter sliould be plauncd hcforc it is written. Pl:uini~ig o f a letter is as ilnpOrtiNit a~s pl:uining (11' iuly other a~ctivity. Propcrl y p1:uincd letter is more cfl'cctive a id invites positivc rcsponse. A letter which is not pliuincd may not provide the infonnation sought or In;\y provide thc infonnation which is not ;~skcd I'or. In both the cases the ililbnnation lias no effcit. Three steps are to betake11 to plan successf'ul letter.

i) Assembling relevmt facts;

ii) Selecting right approach; auld

iii) Clarity of inf'onnation to bc provided.

Let us discuss all these one by one.

i) Asseml~ling Relevant Facts: Thc I'irst step in plauining a lettcr is to collect the facts rclevant to its content or the inii)nna[ion to be provided, e.g.'

h e person to whom Uic lelrcr is to he addressed;

tlke policy o f Lhe company as to whcdier the letter is to be writtell 011 behalf of h e colnpm y;

previous correspo~idelice oo die matter with d1e person;,

the reasons for writing the lettcr;

infonnation need of Lhe letter.

-

For cxiunplc if you want to enquirc about a particular product you lnust blow the il110nnation rcquircd. It is on'lllat basis hat tlle enquiry should be made so w to gct the ncccssary information in full and not only 21 par1 thereof:

i i ) Selecting the right approach: Therc are basically three approaches any 01- which inay bc idopted to start letters:

;I) Direct approach: In Ulis casc thc writcr comes to the subject matter str:~ighk~way without giving any prcludc or inlroduction.

c.g, rcclucst for samples may bcgin as follows:

"Will you plcase send us

b) Indirect approach: This typc of approach calls for an explanatory or introduc~ory paragn~ph in h e Ictter. This approi~ch is l'ollowcd whcn unpleasant or disappointing news is to bc convcycd. Tlic purpose of chis paragraph is to prcptuc Lhc rcadcr liir what follows.

c) I'ersuasive approach: h~ this typc ol' lcttcr also UI introductory paragraph is rcquircd. Thc purposc of his lcttcr is to iUOUSe h e intercst of the rcadcr. Pcrsu;~sivc i~pproi~ch is usually iollowcd wlicn thc writcr wishes to scll his product or idci~. This typc of lcttcr must gain attention, arousc interest, crcatc a dcsirc for Lhc tl~ing or idca to bc sold and Ii11;dI y i t Inus1 prompt tllc reader to ~ ; k c thc ;~ction rccommendcd by tllc wrilc:r.

iii) I'reparing a Plan: Bclixc a Icttcr is ;~ctually writtcn chc writer must have clcarly tllought what is to be writtcn in lllc Icttcr. Hc must writc down the points and thcn ;mange chcm i n a logical scrluence. This will makc Icttcr writing vcry cilsy aid lcss tilnc consulning. Morcovcr tllc rcadcr will bc ablc to u~ idc r s~ id it bcttcr.

Thus hctbrc actually writing a lctter onc must think about:

a) Uic purposc of the lcttcr,

b) Ihc pcrson to wlioln lctter is addrcsscd,

c) ~naking tlic lcttcr i~itcrcsting,

d) contcnw of tllc Icttcr,

e ) (he first puapc~ph to attract ilttcntion, imd

1) ~naki~ig llie lctter sound natural.

After studying the importance and style of writing a business letter, and planning llle bus~~icss letters we must now discuss how different business letters are actually written.

When 21 business oflice has to send identical letters to a large number of persons or firms, it uses printcd Fonn Letters and sends dlc w n e to all concerned. For instance, when i11li)rmalion about anew producl is to bc coln~nunicated to dealers, or a new distribution policy h;~s to be conveyed, such limn lcttcrs arc sent. Form letters may also be used for acknowledging incoming mail to intimate allobnellt of shares or debentures, etc. Such lcttcrs arc not drafted separately for cvery ocauion but are printed on a letter form or postcard. Only the date, nlullc and addrcss of the ddressee are to be tilled in to complete ll~e l'onn before despatch.

Advantages of Form Letters

Thcrc are some obvious advantages of using fonn letters, such as:

i) Time is saved in drafting similar letters 6n different occasions.

ii) Speedy replies clui he given for incoming routine letters.

hi) Cost of outgoing ma1 1s reduced as Uic task of filling in the necessary details can he left to junior staff.

1)isadvantages of Form Letters

There are some disadvantages also of form letters as follows:

ii) After a u hile form letters become dull and monotonous.

iii) Individual needs and enquiries may not get prvper attention.

As saving in time and cost are important factors, such correspondence is used in most business ofticcs. Therefore, it is necessary that form letters should be drafted carefully and they should l~ave sufficient attraction and Informative value.

Specimen of Form Letters

Regarding Catalogue and Price List.

....................................................................

....................................................................

.................................................................

With reference to your Letter dated ........ ..., we are to ~nforrn you that we are sending, by .separate post, a copy of our latest caalogue. Prices and other terms are also given therein.

We hope to receive your order very anon.

Regarding S(iles Representative.

....................................................................

....................................................................

....................................................................

...................................................................

........................................ We are pleased to inform you that Mr has been appointed as new hales representative for your region. He will very shortly be.calling on you and present sampkiof our products. He will also deal with all your queries In this regard. We shall be grateful if you kindly pluce your order through him.

Yours f.ithfully.

Raj Rain Sohan Das

202, Main Road, Faridabad.

April 20: 1992.

Yours faithfully,

A.K. Sen Sales Manager

~ i o t NO. 545, Okhla Industrial Area. Okhla, New Delhi.

Regarding Introducing u New Product.

505, Shining Street, Electronic City, NOIDA.

Dated ........................

- --

............................. ,. .....................................

....................................................................

....................................................................

....................................................................

Gentlemen,

We have the pleasure to announce the introduction o i our new product VIDEO MASTER, which we shall be introducing in the market very soon.

VIDEO MASTER is a 10 Channel colour T.V. set cum Tape Recorder. Both of them are wntrulled by separate remote controls and can be operated simultaneously. Because of its uniqueness, the product has b,en given the brand name oEVlDEO MASTER and its retail price has been fixed at Rs. 16.0001- per piece.

We would liketo sell this new product through all our esteemed dealers. Every dealer will he entitled to get 10% introductory commission on the sale price provided he sells at least ten pieces every month during the first six months. Other terms and conditions of cost of transportation, credit facility etc. will remain the same. Necessary advertising material will also be sent on hearing h m you.

We hope you will take advantage of this new offer and send your order at the earliest.

Yours faithfully. .

Bright Electronics M. Ahsan

Pwtner

Check Your Progress A

1) State the three steps t be taken to plan a letter.

2) What is meant by indirect approach of writing a letter? When is it usually adopted?

3) Fill in the blanks

i) Business letters should explain only

ii) Repetition of any message makes the letter

iii) The writer should use voice while writing a business letter.

approach is usually used when the writer wishes to sell his product.

v) Properly planned letters invite

9.5, KINDS OF BUSINESS LETTERS

There are various circumstances in which business correspondence becomes necessary. Depending on the nature of circumstances business letters may be of various kinds which may be classified into the following general types:

1) Letters of Enquiries, Quotations, Orders and Acceptance

2) Letters ofClaims,.Cemplaints and Adjustments.

3) Agency letters

4) Status Enquiries

5 ) Banking letters.

R. K. Khanna & Sons, 143. Asaf Ali Road, New Dclhi - 110 002

January 22, 1994

Messers Dhani R a n Seva Das 22. Abdul Rehman Street, Bombay - 400 003

W e have seen your advertise~nent in the I L S ~ issue ol'lnonthly 'Gartncl~ts'. Wc s h ~ ~ l l he grateful if you kindly send us a copy of your latest catalogue and price list of ready 111atle ga~.~nrnts for ladies and children. We are regular exporters of gannetlts to the Middle East and Africa11 cou~ltrics. and expect to place fairly substiitltial orders with you at regular intervals. We shall appreciate a quick response from your side.

Yours faithfully,

Raj Kulnar Khanna Partner

Letter of Quotation: When an enquiry is received about goods from any prospective buyer, a letter of quotation has to be sent in reply. Business quotations should be prepared giving complete information as to the nature and quality of goods, the time and mode of delivery, price per unit of weight or measurement, charges for packing, transportation and other services, and terms of payment i.e. whether on cash or credit or against acceptance.

Specimen

Dhani Ram ti Seva Das 22. Abtlul Rehman Street, Rolnl>ay 400 003

January 31, 1992

We have received fresh stock last week only and, therefore. quality-wise also we hope to give you the latest and most satisfying products.

Yours faithfully,

Dhani Ram Seva Daq

Eucl: Catalogue and quotations.

Specimen of Letter giving specific cluotations

' Encl: Catalogue and Price List.

Letter l'lacing an Order

When a business fi'm places order with supplier, the lelter provides detailed parliculars about the goods desired as well as the terms of purchase.

Specimen of Order

~ i n : \ l ~ treat the order as urgent as we have to meet outstanding demands.

Yours Pdithfully.

Ratn Nath Bhola Shankar

Letter of acceptance of order: After the order has been received it should be acknowledged by the supplier with a letter welcoming the customer and expressing pleaqure in serving the order.

Specimen

A.K. Das & Sons, 2, Colootola Street, Calcutta - 700 073

Dated: 20 April 1993

Messrrs R a n Nath Bhola Shankar, 25, George Town, Allahabxl

Dcu Sirs,

We acknowledge receipt of your letter dated 10th April 1993 and thank you for your order l i ~ r gannentq for ladies and children.

We have booked the order in accordance with your instructions and assure you its pro~npt execution. in any case, got later than 27th April 1993.

We hope you will find our garments satisfactory and look forward to an enduring connection w ~ t h your firm.

Yours faithfully,

For A.K. Das h Sons M.K. Das Manager.

Letter intimating supply of goods

As and when an order is acknowledged and confinned the supplier starts making i~rrulgements for execution of the orders. When the goods have been despatched, a letter is addressed to the buyer intimating him that the goods have been despatched. The buyer is illso infonned about the mode of transport and the date by which the goods are expected to rcach the destination.

Specimen

A.K. Das h Sons 2, Colootola Street Calcutta -700 073

Dated: 26 April 1993

in accordance with your order dated 10 April 1993. The Railway Receipt duly endorscd in your favour and drawn upon Bank of India, Allahabad, for the invoice value Rs. 20,370.00 (Rupees twenty thousand thrm hundred seventy only) after deduction'of 3% cash discount, is enclosed, and we await your remittance.

We are happy to welcome your patronage and hope that we shall continue Lo enjoy it to our mutual advantage.

Yours faithfully

for A.K. d a s & C(i. M.K. Das Manager

Lucknow Pottcr House. 32. Latosh Road, Lucknow - U.P

March 27, 1993

Thc Khuja Potteries, 3, Main Road,, Khurja (UP)

Dear Sirs.

We took delivery of the two parcels sen1 by you last week vide invoice No ................ dat ed.............. on opening the parcels, we found that two Tea Sets were broken possil~ly on account of bad packing. Kindly send us replacement or a credit note for the same. The broken sets are lying with us and whenever your representative visits us, he can inspect the same and k i d e OII thcir tlisposal.

We shall appreciate early action on the matter.

Yours faithfully.

for Lucknow Pottery House Shahubuddin

Partner

Encl: RIK, Invoice

9.5.2 Letters of Claims, Complaints and Adjustments There lnay be occasions when discrepancies arise between the stipulations in the order placed by the buyer and the actual mulllcr or execution of the order by the supplier. The tluiultity and quality of goods received may not conform to the goods ordered, or rl~e goods received may be short or in damaged or defective condition, or the terms and conditions of payment, delivery, etc. may have varied. Letters of claims and complahts may have to bc written by the buyers on such gasions.

A letter of complaint should be written in a polite language giving only bare facts which sllould be substantiated by sufficient evidence. The letter should never start with the i~ssu~nption that the other party is a cheat. Complai~l~s may arise due to some u~~iotentional acts und circu~nstances and benefit of doubt sbould be given unlcss otherwise proved.

Letters of claims and adjustments are written to the suppliers of goods when,tlncre arc dcl'ecls in the goods received. Such letters auc also written to ailways, Roadways, Poslill, or Insurance Authorities when the goods are lost or dunaged in transit.

When complaints are received, the suppliers should attend to them immediate1 y ilnd spcedy action sl~ould be taken to rectify the wrong, if my. II' the complaint is not.iustilicd, tile reply must be given in a polite manner and without being offensive. All letters ot' complaints. claims and adjustments must be clear and detinite and should be supported by relevant documents.

Speciinen of Letter of Complaint rqprding defective goods

- Reply to the ahove letter

The Lucknow Pottery House, 32. Latosh Road, Lucknow (U.P)

. W e regret to note from your letter dated March 27, 1993, that two tea sets of the last consignn~ent sent to you were found broken. We are sending a fresh consigument to replace the two sets. We hope that you'would find them in order.

W e regret the incc~nvenience caused to you in this regard and'assure you that every effort will be made to prevent such deficiencies in future.

We hope to receive further orders in the near future.

Letter of Complaint to the Railways

The Superintendent, Railway Parcel Section. New Delhi Station, New Delhi.

This is to inform you that on June 18. 1993, we Consigned one parcel addressed to Mr. A.D. Gupta, Mall Road, Meerut, vide Railway Receipt No. 786 dated 18.6.1W2 from New Delhi Station issued by that office. The Railway Receipt was duly sent to our customer.

,

Yesterday, we received a complai~lt from Mr. B.D. Gupta, that the parcel had not yet reached its destination. We shall be grateful if you kindly make enquiries at your end and let us know the result.

An immediate attention in this matter will be highly appreciated.

Yours faithfully,

Huk~lm Chand Gupta

9.5.3 Dunning Letters

These letters are usually written by suppliers when the buyer does not make payment after repeated requests and reminders. The tone of the dunning letters should be courteous but firm. Threats of legal action should be avoided as far is possible and should be used only as a last resort The usual procedure for collection of dues is to write at least three letters, the first as a mild reminder, and the next two more firm and persistent. If these letters do not -ult in payment, the fourth letter should be a t'rrm demand for payment within a definite period with hint of legal action in case of default The final letter should notify the legal

Business Corrcsp~~dcnce - I

The Khurja Potteries, 3, Main Road, Khurja (U.P)

April 10. 1992

Yours faithfully

for Khuja Potteries Numddin

Partner

12-A. Asaf Ali Road, New Delhi - 110 002

July 13. 1993.

Mcsscrs Conrincntal Traders, CcnLral Market. Etah.

Dear Sirs.

We regret to point out that we have written to you repeatedly. on 10th and 21st January and agaiu (111 4th February, calling your attention to our unsettled account of Rs. 2,7761- against supply of elcctrisal goods as per your order, but without m y response.

In the circumstances, we are compellal to advise you with great reluctance that unless our account is settled by 25th February we shall place the matter in the hands of our solicitor.

We trust that you will make it unnecessary by settling our account immediately.

Yaun: faithfully.

for Marconi Electricals Ltd. S.C. S11ha

General Manager

Howrah, 26th February 1993

Dear Sirs.

We have to inform you that having received no reply to our letter of 15th February and three previous letters asking for settlement of our accounts, we have this day placed the matter in the hands of tiur bolicitor from whom you will hear in due course.

Yours faithfully.

9.5.4 Agency Letters '0

Business tinns which do not find it suitable or convenient to open branches d~cide to \ ,

cs~ahlish agency relationships wih other business firms in different towns and cities. On the onc liiuid, it helps to expmd business, and on the other costs of opetation and maintenance ol' hrg~iches are saved.

Eshhlishment of an agency usually takes a definite coum. A businqss house, on its own may apply to il manufacturer or supplier for an agency explaining itstinancial resources, husiriess connections, area and scope of operations, guarantee of business, rate of ,

comtnissic)n including del credere commission, requirement of sole agency or otherwise, and lin;~lly tlie husincss references.

Tlic ohjcclive should be to provide the relevant information so as tc help apositive decision by 1l1c pn)spcctivc principal.

I I Ulc rrr~uiuli~cturcr or supplier is convinced about the particulars of the applicant, enquiries will hc rnadc rcgardirlg the financial position and business dealings of the applicant from the rct'crccs. On rcccipt of satisfactory replies from the referees, the draft agreement or form is sc~lt li)r cornplction iuld signature and agency is given to that t - i . On the other hand, if the m;uiul'~~clurcr or supplier is not convinced, a lctter of regret is sent.

145. Ahtlul Rehrnan Street. Homl)ay.

The Fine Brass Cnods ManuPacturing Co.. 2. Thathera Street.

-Mord;ibad (U.Pj

Dear Sirs,

In response to your atlvcrtiscmt:nt for appointn~ent of agents for your products iri Ho~nl)ay, we are plewetl to ol'hr our hervices in this 1.cgat1.

Our lktn has been doin& businvss ill Moratlabutli utensils for Inore than thirty years. We are the premier suppliers of utensils in Bombay aricl feel confide~~t that we shall he aljle to push the sale of you~product .~ in this area. For the present we assure you a minun~im business of Rs. 5O.OOOI- per month.

We charge 5% co~mnission and 2% ddel crcdere co~runission on gross sitlea and guarantee all payments within a period of YO days from the date of receipt of consignment. All other cxpenhca will he reunbursed by the principal. Our I ~ ~ n k e r s are Rank ot' India. Crawford Market Blanch. Holnbay, who call give a guarantee on our behalf tu the extent of Ks. 3 Lakhs.

References may be made to Messers E t a r i a Shahitl C Co., Thathera Street. h?c~ratlal~ad. and Messers Abtlullah Brothers, Faizan Nagar. Moradabatl, regarding the fin;r~icial integrity ;~rltl stantling of our f i n . We shall do our best to promote your business in the Bornbay markel and hope that you will find it possible to entrust the represeotation of your firm to us.

for New Deal U~en>il Soppller:, Ahlnad Rartanwdld

Partner

Encrluiry.about Financial Status of a ~rospective Agent

2. Thathera Street. Mol atlabatl.(U.P.)

Messers Abdullah Brothers.. Faizar~ Nagar, Moradabad. (U.P.)

Dear Sirs,

Messers New Deal Ute~lsil Suppliers. Bornhay. hm requested us to appoint them as our agents an&as assured us a business of Rs. 50,0001- per month against three months credit. They have given y d r name as referee to vouch their integrity in business dealings.

W e shall be extremely grateful if you kindly give us your cxperiencc of dealing with them specially about their promptness in payment. Please rest assured that any information give11 by you

, shall be kept in strict cor~fidence and will not be conveyed to any person under any circumstances.

Assuring you of our cooperation in sirnilat situations.

Yours faithfully.

for Fine Brass Goods Manufacturing Co R.K. Khann;~

P a r t ~ ~ r r

.. .. ...

Favourlrl~le Reply to the Enquiry

Faiziln Nagar. Moriabad.(U.P.)

January 25, 1994.

The Fine Brass Goods Manufacturing Co., 2. 'rhathcra Street, Montlal~ad. (U.P)

I l c u Sirs.

Kinclly rckr to your letter tlatctl January 15, 1994. regartling Lhc busi~lcss tlcalings ant1 f i~ l a~~c ia l status of Mcssers New Deal Utcrlsil Suppliers. Hotnljay.

We are plcascd ti) inlimn you that we have bccn dealing with Lhc said fun fur Lhc )&st ten years. I>uli~lg this p i o t l our \v)lu~ne of 1)usincss with thcrn ha.; multiplictl ~nanili)ld. Moruwcr. they have 1wr.n grotl pay~nilsters all thn~ugh t k s time a~ltl have never given ally reason li)r colnplai~it. We. thcrel'ore. highly reco~nmend their nane ant1 h o p that you will fi~ltl them a valued agent in course of time.

Yours lailhl'ully.

For Abtlullah Bn)thcrs S.M. Ahtlullah

Partticr

Apl~ointment as Agent

2. Thalhera Street, Moratlaljad. (U.P.)

The New Deal Utcllsil Suppliers. 145. Aljtlul Rchlnan Street. Hoinlray - 4OU 001.

Dear Sirs.

We are glatl to inform you that we would like to appoint you our Sole Agents for the Homl~ay region. as per your request dated January 2, 1994. Your name has bwn highly reommcndcd anti we hope that we shall also establish good buhiness relations in times to colnc.

To begin with we q u ~ ) k below the prices of various novelty items which have been recently ~nanufacturetl Ily us.

I. Silver Cantllesticks S~nal l Size @ Rs. 1001- pcr piece.

2. Brass Flower Vas Medium Size @ Rs. 2001- per piece.

You will he allowetlS% C O I N N S S ~ U ~ on .sales plus 2% del ~wdert: co~nmissioll pr our t enn~ .

Kintlly fill the cnclosetl Form ol' Agency ant1 rend h e same by return post.

We are sentling, by separate p s t , our latest cuhlogue and price list of pn~ducts. We shall appreciate if the sale of the above ~ncntioncd itc~ns is pushed through. Also enclosed will bc some advertising Inaterial which will help you in achieving this end. Kindly acknowledge receipt of all Lhc PaFfS.

Assuring you of our best cooperati011

Yours faithfully,

for The Fine Brass Goods Manufacturing Co. R.K. Khanna

Pytner

[Jnfavourahle reply to an Enquiry ahout a prospective Agent

Faizan Nagar, Moradabad. (U.P.)

January 25, 1994.

Business

The Fine Brass Goods Manufacturing Co.. 2, Thathera Strect. Mordabad.(U.P.)

Dear Sirs,

Regarding your enquiry about the New Deal Utensil Supplies, Bombay, vide your letter dated Jmuary 15. 1994, we are to inform you that we have been dealing with the said firm for the last three years hut our experience is not very good. Unfortunately. they always offer one or the other excuke to delay payment. We offered them many concessions and expected'that they would increase the bllsiness in due course of time but, instead, the business has gone down. Rather, we are on the look out for some other suitable agents.

Please note that this informetion is being conveyed to you in strict colifidence and should be kept t:xtremely confidential.

Yours faithfully, I

for Abdullah Brothers S.M. Abdullah

Partner

9.5.9 Status Enquiries Enquiries about the credibility, financial standing and dealings of business firms, customers at~d clients are quite often necessary to be made. For this purpose confidential letters are sent either to known referees or to other busiiiess houses and institutions which may have dealings with the firms. It is expected that all these letters as well as replies to the same are wriuen in good faith and utmost w e is taken to keep the information confidential. Under no circuinsmces element of bias or inalice should be apparent from these letters. No exaggeration should be made while conveying a favourable opinion. Where an unfavourablc reply is given, it should be written in polite language. If it is decided not to convey an unfavourable opinion, suitable reasons sl~ould be given while sendinfa noncommittal reply. It should always be remembered that similar enquiries may also be made about Ihc firms' own dealings and it would not like others to give a biased opinion. The objective should be to give straight fbrward opinion about other tirms without in any way spoiling ones own image and business relations.

Letter requesting a reference

5, Bhagirath Place, Chandni Chowk, Delhi - 110 006.

February 10.1994.

The Speedy Fans Co., Main Bazar, Hapur.

'Ihank you very much for your order dated February 2, 1994, for 10 pieces of Khait.an Table Fans -- A quality - on credit for two months.

As you are dealing with us for the fust time, we shall be grateful if you kindly furnish us either P bank g u m & or a k l h i reference known to us as is the usual.practice. hl the meantime, we shall, however, give our best attention to execute your order.

Yours faithfully,

for The Fast Fan Dealers M.K. Das

Partner

Business Ccn~m~u~~ic;~tiotr Reply of the ahove

Main Bazar. Hapur .

February 20. 1994

Request for opinion

5, Bhagirath Place, Chandni Chowk, Delhi - 1 1 0 006.

February 28. 1994

Favourable Reply

343, Sadar Bazar, Delhi - 110006

March 8. 1994,

The Fast Fan Dealers,' 5, Bhagirath Place, Chandni Chowk, Drlhi - 110 006. ,

Drar Sirs,

We acknowledge receipt of your letter dated February 28. 1994 with status enquiries about Speedy Fans Co., Hapur.

In this regard, we would like to inform you that we have been doing business with the above ' refemecfirm for the list five years. They have always been prvmpt in marking pay~nenb. They have

also taken extra care to promote our goods as a result of which cur sales in that area has increased considerably. As they have gtmd warehousing facility available at their disposal. even large orders are handled efficiently.

We trust thisinformation wlll help you in determining their business stonding.

Yours Faithfully,

for R.K. Khanna & Co. R. Khanna

Parlner

Unfavourable Reply

343, Sadar Bazar. Delhi - 110 006

Much 8, 1994.

The Fast Fan Dealers, 5, Bhagirath Place. Chwdni Chowk, Drlhi - 110 006.

Gentlemen,

With reference to your letter dated February 28, 1994, we regret to inform you that though Speedy Fans Co., Hapur, is an old business fum, it has not been able to establish its reputation. We have been doing business with them for the last three years and have experienced irregularity in their payment schedule quite often. Our sales in that area has not shown any progress during this period.

We trust that you would keep this information strictly confidential.

Yours faithfully,

for R.K. Khanna & Co., R. Khanna

Partner

An Indifferent Reply

343, Sadar Bazar, Delhi - 1 10 006.

March 8, 1994.

Thc F a t Fan Dealers, 5. Bhagirath Place, Chanclni Chowk, Delhi - 1 10 006

Dear Sirs,

In reply to your letter dated February 28. 1994, we are to inform you that our dealings wilb Speedy Fans Co., Hapur, have been strictly on cash basis and, therefore, we are not in a position to give any opinion on their credit worthiness.

Yours faithfully,

For R.K. Khanna & Co. R. Khanna

Partner

9.5.6 Banking Letters

Customer-Bank relationship depends on mutual trust and confidence. Besides operating various types of deposit and loan accounts, h e balks offer many services to their c~lstorners md charge small amounts, tor llle wrvices under advice to the customers. These may include collection of bills, divldend warrants, etc. issuing drafb, letters of credit making tax payments, safe custody of valuables and so on. Customers are expected to write to the Bank for specitic services or leave standing ~nsuuctions for services to be valid till further information. Customers are also expected to honour their commitments with their banks.

Letters written to banks should be brief and exact.

Uili~ecessary details and supemuous infomation should be avoided. Usually the following typeh of letters are written by customers:

I ) Issue of Letter of Credit

2) Letters for collection of Cheques

3) Letters fbr Issue of Wts

4) Letters giving standing instructions

5) Letters for overdrawn accounts'

6) Letters advising payment of biIls

Request tu Bank to issue Letter of Credit

D.K. Dutta & Cornpany 20, Fraser Road.

16th May 1 9 3

The Manager. Metropolitan Bank, Yatna Main Branch, Piltna.

Dear Sir,

I intend to undertalre a business tour shortly in Bombay Pnd d y industrial ;ireas b explore new markets for the products handled by us. I shall be thankful if you kndly issue circular Letters of Cmdit on your branches in BombayMaharashtra in my favow, fc'i an runount not e x d i n g Rs. 20.~00 ( R u p s twenty thousand only), to remain valid for two months from the :lare of ibsue.

You may debit this a~nount tt~gether with your usual charge?, to our Current haunt with h- cwraypoadarv-I .A - you.

Yours faithfully,

S. Dutta, Manager

Letter asking for credit facility

Tho Manager, Grindlays Hank Ltd., Chandni Chowk. k 4 h i - 110 006.

n a r Sir,

52. Chandni Chowk, Ilelhi- 110 006

April, lW3

We wish to inform you that we an: to import Industrial Machinery from Messers Kesser lncluslreile, 2 Ludwig Strissr. Frankfurt, West Gennany. The copies of Import License and Foreign Exchullge Permit issued hy the Reserve Rank of Intlia in our favour. are enclosetl herewith for your perusal ancl record.

/ We request you to kindly issue a Letter of Credit in our favour for an arnt~unt of U.S.$ 10.000/-(Ten thousand US Dollars only) and illtunate your Agents in Frankfurt. under advice to us. On receipt of your continnation. we bhall duly infbnn our suppliers in West Gcnnuny.

Yours faithfully.

for Aganval Machinery Co.. D.N. Agarwal

Partner

Errcl: I ) Import License 2) Foreign Exchange Permit

.' Letter for delay in collection of checjues

203, Kushal B - m , Nehru Place, New Delhi - 110 019

May 24, 1993.

The Manager, Bank of India, kiehru Place. NEW Delhi - 110 019

Dear Sir.

We d~ps i lad the following two cheques in your Bank on May 9, 1993. to be credited to our Current Account No. 0015 001700 CP aftcr a>llection.

1. Cheque No. 345670 dated 2.3.1993 drawn on Shte Bank of Indh, New Delhi, for Rs. 5,0001-

2. C h q u c No. 543 1798 clatod 5.4.1993 clrawn on New Rank of India, New Ddhi, for Rs. 6.9001-.

Going through the state~nent rweivtxl from you, we find that these cheques have not yet been creclited. We shall be grateful if you kintlly look into the matter and do the needful under advice to us.

Yours faithfully,

for Wajidsons Pvt. Ltd. K. Shankaran

Chief Accounts Officer

Letter countermanding payment

246. Sadar Bamr. Delhi - 110006.

June 7, 1993.

The Manager. United Commercial Bank, Sadar Bazar, Delhi - 110 006.

Dear Sir.

We have issued a cheque No. 0786543 tlated June 2, 1993, in the name of Messers Ra~n Pershad LYL Co., Km1 Bagh, New Delhi, for Rs. 3,0001- only: We have been informed by the party that the above mentioned chque has been lost. Plea.= stop payment of the cheque and inform us if it is presented for collection.

Yours faithfully.

Hadar Alaln Savings Rank

Accouht No. 05984.

Letter for Issue of Demand Draft

The Manager. Allahabad Bank, Chandni Chowk, Dclhi - 1 I0 006.

Dear Sir,

749. Bhagirath Place. Chandni.Chowk. Dclhi - 1 I0 006.

June 8. 1992

Ki~~dly issue a Deinantl Draft in favour of Messcrs Rati R m CL: CO., Kanpur, for Rs, 2.7001- (Rupcstwo thousand and seven hundr~d only) and dellit the amount with your charges to our Accou~lt with you.

Yours faithfully.

Fur Radhey Mohul~ CL: Co., Mohan La1

Partner

Stancling Inq truction to ~ a n k

TELSTAR COMPANY PVT. LTD 2W, Navn)i Hhuvan New Delhi - 110 01X

Dated 20th February 1994

The Manager, Punjab National Bank, Vikzpuri. New Delhi - 110018.

b a r Sir,

Sdvings A/c NO .&noullt oC pension Bolrlnrss C r n r r - ~ p ~ ~ J e ~ ~ e - 1

1. Shri Hari Prdsad 13ar1\;1l 7523 I<a. 1256

2. Shri Deokishandal~ Pathak 8133 Rs. 1387

Thc respective amounb may he credited to the Savings Accounts on the 1st of every month heginning March 1994 until further instruction, and the sane debited to our Current Account.

Yours f:dithf~lly,

for Telstar Co. Pvt. Ltd., N.R. Bisht Manager

Letter for collection of Bill of Exchange

JAGDISH NARAIN SUMER CHAND. 5 14. RAGHUBIR NAGAR. BHARAT BHAWAN,

NEWDELHI - 110018'

The Manager, Deaa Bank, Hari Nagx Hmch, New Delhi - 110 018.

Dear Sir,

Enclosed please find a 90 days Bill of Exchange dated 10th December 1993 for Rs. 20,8001- drawn in our favour by MIS Sareen C Sons aad accepted by MIS Karan Rros., D-47 lvlalviya Nagar, New Delhi - 110 017, which may be collected on maturity and the proceeds credited to our Current Account No. Cl40721 less usual collection charges.

Yours faithfully,

For Jagdish Narain & Sumer Chand S.K. Sahai

Partner.

Eticl: Bill of Exchange

Letter for Overdrawn Account

The Manager, Central Bank of India, Shivaji Nagar, NAGPUR.

Ikar Sir.

EUREKA PAPER MILLS LTD. A-24, Tiak Pxk.

Nagpur

Dated: 14th March. 1994

I am writing to inform you that we have today issued cheques amounting to Rs. 54.6 10 (Rupees Fifty four thousand six hundred ten only) in favour of parties against our Current Account No. CP/6711 with your Bank. Although the balance in our account may not fully cover the a111oilnt of these cheques, I would request you to honour the cheques as a temporary accomnodat~on in vlew of our long association with your Bank.

'Ibe necessity of overdrawing our account has arisen as payments durIn,m some purties on account of contracts executed by us have not been received in time. This has resulted in u te~nponuy shortage of cash required to meet our commitments to some suppliers. However, we expect to receive payments within a week'and we undertake to deposit Rs. 74,000 (Rupees Seventy four thousand only) in cash within a weeks time to meet this temporary overdrawing.

Check Your Progress B

1) What are the disadvantages of form letters?

2) What should the receiver of a complaint letter do after he receives such a letter?

3) Name the letters written by the business tirm before a firm is glven an agency.

4) What is a letter for standing instruction?

9.6 LET US SUM UP

As the modem business involves dealing with quite a number of agencies, detailed communication is possible o~dy through letters. Since letters are so integral and important they should be written properly so that the communication is effective, positive and proper. A business letter has to have clarity of thought, it should be brief, explain only one subject, plite, convincing, appealing, and attractive. It should have a certain style, should avoid superfluous language, and unnecessary explanations. Therefore, in order to incorporate the above mentioned essentials the business letters should be properly planned after =sembling relevant facts.

The businessman writes numerous letters, some of them may be form letters i.e. same letter I written to many people. Some letters like letters 01 enquiry, quobtions, orders, acceptances

etc. are specific letters written to a particular fum keeping in mind what he has to buy or sell.

Apiirt from this there are bound to be complainrs and adjustments in business dealings. A businessman writes such kinds of letters to its clients, raitways, insurance agencies etc. Every businessman appoints an agent to sell his product. Before an agent is appointed his busilzss dealings and credit worthiness is to be enquired. A businessman writes such kinds of letters &o, which are commonly known as agency letters.

Banks, now a days, apaa from opening the Bank accounts give numerous services i.e collection of cheques, retirement of bills, furnishing bank guarantee etc. A businessman writes banking letters also to utilise the different kinds of services provided by the banks.

9.7 KEY WORDS

Agency Letters: Any wriuen communication regarding the business dealing of a f m with another fum acting as its agent.

Banking Letters: Leuers written to Bank for utilising some financial services offered by the Bank.

Business Letters: A letter written by a businessman for seeking a giving a business infonnation.

Duming Letters: Letters written by sellers in a firm tone to buyers demandihg payment where payment is not made after repeated reminders.

Form Letter: An identical letter sent to a large number of persons or firms.

Q u o t a h . A document furnishing information about the quality and prices of goods, cost of packing, transportation, time of supply and other services.

Under the circumstances, we hope you will accommodate us by allowing overdrawing of our account for this short period.

Yours faithfully.

For Eureka Paper Milk Ltd. EN. Bhat

General Manager

9.8 ANSWERS TO CHECK YOUR PROGRESS ~ C o r r a p o d t ~ - - I

EXERCISES I A 3 i) one 11) boring ~ii) active iv) persuasive v) positive

9.9 TERMINAL QUESTIONS/EXERCISES

1) What are the essentials of business letters?

' 2) What are letters of claims, complalnc & adjustments and to whom are they written?

1) Write a complaint from Hari Ram to the Railway Authorihes, Barellly, that a railway parcel sent to his address has not reached.

2) Ram & Co., Bombay. received a consiqninent of goods from a tirm in Ahmedabad. The consibmment is damaged 111 transit, apparently due to bad packing. You are required to write a letter on behalf of the consignee to the consignor demanding compensation for

3) Messers Biswas & Co., Jaipur, wants to have an agency of the Delhi Boot Factory, Delbi. Draft the necessary letter from Messers Biswas & Co.

4) Write a letter to Messers Ramchandani & Co. Ajmer, enquiring from them about the status of Mr. B.R: Tolani of their city, who wants to enter into business with you and is asking a credit of Rs. 50,0001-

5) Write a favourable reply to an enquiry regarding the means, business inlegity and general reputation of a merchant whose circumstances are well known to you.

6) Write. a letter, as manager of your tirm, to your bank enquiring why the cheque of Rs. 1,0001- was diihonoured while there were sufficient funds in your account.

4

7) Write a letter to your bank requesting them to pay annual subscriphon of Rs. 1,000/- to your club out of your current account.

..- . -

UNIT 10 BUSINESSCORRESPONDEN~ Structure

10.0 Objectives 10.1 Introduction 10.2 Publicity and Public. eli it ions 10.3 Letters to Editors 10.4 Postal Services

10.4.1 Telegraphic Communication 10.4.2 Remittance Semcrs 10.4.3 Mail and Postal Services 10.4.4 Business Reply Cards and Envelopes 10.4.5 Post Box and Post Bag Facilities

10.5 Let Us Sum Up 10.6 Key Words 10.7 Terminal Questions/Exercises

10.0 OBJECTIVES

After studying this unit you should bc able to:

know the services provided by the postal authorities

Q write letters to editors

@ effectively utilise these services

10.1 INTRODUCTION

A farsighted business house is always interested in imagiqative publicity in order to establish and maintain good public relations. It should make full use of all the resources available at it% disposal to achieve this objective. However, public relations cannot be built up in a day or two. Continuous effort is needed to establish stable conlack and build up strong ties with Ute customers. This can be done only by way of good communication skills. Letter writing is one of the ways of communicating ones ideas. Writing letter to the editor of newspapers and magazines is a convenient means of expressing personal view on some specitic -cia1 or .,

business problems. These letters. ahen published show different approaches to particular situations and ofler an opportunity to suggest a new solution to problems. The post oftices and postal services play an important role in the day to day operation of business. Communication of messages, transmission of money, despatch and delivery of letters, packages and parcels of goods, facilities of post box and post bag, are important requirements of evev business which are available through the postal services at low rates.

In this unit you will lean how public relations are developed and maintained, how publicity material should appear before the consumers/people. You will also learn how letters to the editors are written and what are the different services provided by the postal authorities.

10.2 PUBLICITY AND PUBLIC RELATIONS

Communication addressed to the public to make a favourdble impression on the publlc mind and develop public relations is known as publicity. Publicity and public relations are important tools in the hand of management to promote business activities. These are closely inter-related as well as inter-dependent. Effective publicity generates better public relations and good public relations seme as useful publicity for the organisation and its work. It is,, therefore, necessary that these tools should be used carefully because there is a danger wo that they may backfire e.g., poor publicity may spoil public relations and vice versa.

Custolner satist;clction is generally the basic objective pursued by every business house. Customer satisfaction implies Chat he should not only have the feeling that he has acquired a product or got a service, but he should also have the sense of fulfilment psychologically that he h a made a good purchase and that money spent has been properly rewarded. Publicity

38 material zmd g o d public relations provide his satisfaction and develop customer loydty.

Written and printed publicity material lasts longer. It should, therefore, be prepared and presented in a persuasive manner. Aggressive selling of an idea through publicity material docs not bring the desired effect in most cases. Rather, the reader hesitates to respond

Public relations need to be nursed carefully md continuously. Thus, publicity material should appear regularly before the target (persons) in an effective manner. Long intervals may reduce or totally el~minale the effect of earlier efforts.

The following principles are usually kept in vlew while developing publicity material and public relations:

i) Attractive presentation;

ii) Persuasive material and

iii) Regularity of presentation

All three of these principles are necessary. One should not be sacrificed for the other as each of these supplements other.

To start with, the publicity material for a business house may appear in the following fonns which may be addressed to present or prospective customers. They would also put the foundation of good public relations of further development.

1) Press advertisements;

2) Handbills:

3) Circular letters;

4) Catalogues and price lists;

5 ) Miscellaneous.

1) Press Advertisements

Adverlisements in newspapers and magazines occupy an important place in the sales efforts d a business house. This kind of publicity reaches a l l those persons who cannot examine the product at the place of the manufacturer/supplier. If the copy of advertisement is attractive, it hold the attention of the reader and turn them froh a mere reader into a prospective buyer. Though such advertisements, if made through popular dailies or weeklies or monthlies, are costly but proportionately they are cheaper as they reach a large number of

Press advertisemelits uot only convey the message but also help to educate the people which u1tiln;ltely lead to favourable public relations. It is, however, necessary that honesty of purpose should always be kept in mind i.e. the product as well as the message must be

I genuine. Press advertisements have the advantage of putting up an appealing picture of the I product as well as convinding words and phrases to complete the message and achieve the

A specimen of press advertisement is given in figure 10.1

Elgure 10.1: PITS Advertl.se~tacl~t

39

Allother specimen of press itdvertisement may be given covering a situation where supply of goods has been temporarily stopped but will be resumed shortly. This is a good exwrple of maintaining better public relations.

Dear Customer,

Due to some unfomeen a,ntingrnciL the supply of our DELICIOUS brand cooking oil has been stopped in this area. We assure you that the supply will be resumed within three months. We regret the inconvenience and request you to please bear with us.

Issued by the Management and Staff of Delicious Oil Company.

Costwise il is a very cheap method of publicity. The effect of handbills is localised and temporary uiiless it is repeated time and again. It builds up good public relations when it is coupled with some other incentives like offer of discount, bonus or gift.

3) Circular Letters

When a business f - i wishes to convey some special information l i e introduction of a new product, disuibution of dealership, or change of address, circular leuers are sent to a large number of known customers. In such cases the idea is to create a feeling among the customers that tbeir benefit is in the mind of the businessman and hey should not suffa tiom any inconvenience due to same changes. These letters, if written in a persuasive manner, go a long way in developing good relations between the sender and the receiver.

A specimen of a circular letter covering the ideas of publicity and public relations is given. below: . .

NEELKAMAL TEXTILE COMPANY

2, Main Road, Okhla Industrial Estate, Okhla. New Delhi.

March 4,199D.

To all Dealers

Dear Sirs,

incctitive subscription coupotis lo hitn expectitip that ulti~nately lie will re-subscribe. Atid it1 B1lsii"*s Cow'"nbn'd"lc'- ' I

quite a1 few cases it so Iia~ppean I t is tiollling bul at1 a t of devclopitig atid tnaitili~initig good public relations. An exlunple of lliis type ol' public rel:~tiotis message is give11 below.

POPUldAR MAGAZINE

4. Nehru Place, New Ilelhi.

April 10. 1990.

You must havc el!joyetl the good articles ant1 other informative ~naterial in your Popular Magazine over thc years. You arc onc of those two Iakhs knowledgeable prhotls who greatly enjoy high level of reatling.

We Ijclievc that. tluc (I) somc oversight. you havc 11ot sent your suljscription for this year. Our new orfcr of 30% discount o n the ~)l.intctl pricc is specially meant for new suljscril~crs 2s well as for our old reatlers. We h o p you will make use of this fxil i ty and scnd your cheque along with the attact~etl coupon.

As you know our motto is 'logether we share ant1 spreatl knowletlge through better rcadinp I'acililies'. Thus, on receipl of your subscription. we shall also send you a free copy of Short Stories hy Icabinhanath Tagore.

Assuring you of our continued service.

Yours truly,

Popular Magazine Ahlnad Riaz

Pul~lisher

5) Miscellaneous

1 Publicity may also be done by way of display and decoration in exhibitio~is and fairs. Here ! special gifts muy also be distributed to the visitors.

Travelling agents representing the producer/supplier serve the purpose of publicity md public relations together. Their relationship with the prospective buyers and their performance with regard to fultilinent of orders, promptness in delivery, and attention to co~nplaints etc., lead to build up the reputation of the film. Through these travel agents

' Inany incentive schemes of special discounts, bonuses and free samples are implemented.

10.3 LETTERS TO EDITORS

On many issues of local, national or international interest, some readers get excited and wish to convey their opinion as well; or they feel like giving their specitic views on an article or editorial published in the newspaper or magazine. So instead of writing a full length article, they write a small letter addressed to the editor giving their own colnments or arguments on a particular subject. .

they select only those letters for printing which contain some new information, new arguments, and probably covers sentiments of a good segment of people. Thus, letters to the editor, beginning with simple salutation of 'Sir' only, straight away touch the point or

expressed in the article or editorial makes the letter a dpll one.

1 ;A good letter to the editor is a piece of literature expressing broad views of people affected ' by the situation. For instance, problems relating to school education, traftic, food supply, pewol, effect of war, communal harmony etc., are such issues which attract attention from

: time to time.

(From H.T. Dt. 7.9.93)

T h e advaultage of printing such lcttcrs is h a t a c o m ~ n o n man feels involved in such local,

n:ilion;~l o r iaten~aljonal problems a i d dcvclops a scnsc of participalion. Peoplc from tlifl'crcnc walks of life and willi different educational backgrou~id and environment look a t Ihc saunc problcm liom tlilPtrcnt iuiglcs auld Ihcrcby cnrich thc knowledge of thc rcadcr.

Lcttcrs relating to currcnt problcms o l ' h u s i ~ ~ c s s likc irregular supply of milk, rising priccs of

bread and vcgeublcs, incrcasing cost of tsa~sporrati tm, liighcr cons t suc l io~~ cliargcs etc., are idso written to ~nohi l i se public opinion. Such Ictcers arc gotxl tools to protect consumers' inleresl aulntl, flicrrlhrc, sllould he dral'letl carclully. When writtcn against a certain busi~icss l i r ~ n Ulcy may spoil die imagc of h e sane. So ~ I I sccing such Ictters, the busincss finti

should r c s p n d and take necessary action to rcctify the 1nist;lke o r omission. A reply should also bc published st;lljng the correct posiljon.

A Icw cxaunples of letlers to Ihe cditor are given as IOllows:

I~raudulent I'ractice

Sir. - 'Sweet services, sour clients' (H.T. Aug 2 1) makes an intcrestitlg reading. Jt's harcl Lo believe that scores of persons parted with their hard earned money, for payment of telephone, water. electricity and house tax bills, in the form of cash or through bearer cheque, when paylnent by crossccl cheques is a well cst;~l>lishetl and accepted practice.

Perhaps not lr..lny - ..,tls know that evcn 'and co.' crossecl chcqucs can be tlcpositcd in a thil.tl party current accoutlt in A !>:~nk by runners of frautlulent services. Then, it's always good 11, tnakc payment. throush such agencic.,. Ily mean:! of "Payee's N C only" crossecl cheques.

Yours ClC.

(Narcnclra Kumar) C4F121h. Janakpuri. New Ilelhi.

'x,

A Clari tication

WE WISH to thank you for the u~vtrrage you have given Armous Polymefi in your issue (Vol. VILI. 6-20 Jun. '93). Sotne of the highlights neecl clarification and we woulcl be glad if you could publish them.

For the seven months ended March '93, the company has achieved a sales turnover I I ~ Rs. 5.06 cr. and net profit of Rs. 1.42 cr. If these figures are pnl-retecl on an annualised basis, sales and profit would work out to Rs. 8.68 cr. and Rs. 2.44 cr. respectively.

Although the customs dutyof pyricline ant1 beta picoline was reducecl from I 10% tc 85% itn the 1993 butlget, there has been a certain improvement in the exchange rate of the ~ d p e e from Rs. 28 to Rs. 31.50 per tlollar, which has offset the reduction in landed cost to some extent. The recluctior in customs duly has io no way at'fccted the sales of pyridine and beta picoline as our selling prices are considerably lower than the landed cost of these protlucts.

Your otherwise excellent article mentions a drop in the company'i share price. leading to a feeling of unccrtdinty it1 the minds of shareholders. The overall slump in the stock market tlurin: the past year is clue to a variety of extraneous reasons and has nothing to do with our operations. which are quite sound. In fact, our shares are actively traded in the share market.

V. Suhha Ra~o, Exuutive Director, Artnour Polymers.

Armour Polymers started production in Scp. '93 and not Iun. '93, as mentioned in the al.ticle. The said information was based on discussions with some senior executives of the company. a< the financial results were not available then.

- Eclitor

(CAPITAL MARKET AUG 2-1 5 1993)

Check Your I'rogress A

1) Wliicli mclhod of improving public rcl;~tions would you suggcst a< ;I . manulhcturcr/supplicr of prcssurc cookcrs.

2) Prcparc a ~iotc from Lhc publisher to hookscllcrs about a ncw hook entitled Encyclopaedia qf Comrrlercc wliicli is about to bc introduced in thc markct.

10.4 POSTAL SERVICES -

It is itnpossiblc to run a ~nodcni husi~icss willlout h e use of post;~l scrviccs. Lectcrs of all kinds arc sclit xid reccived by busiiicss llousc cvcry day uid llic i~itcrmediary bctwcc~i tlie sc~idcr and the receiver is tllc posl;ll dcparl~nent. Morcovcr, dcspatcli of parcels, rc~nittances of money uid oLhcr posl;ll scrviccs arc also providcd by this depauhnc~~t at proportionately nominal cost. Tlic greatestadvanhg~ is Uiat Lhc dclivcry of Icttcrs, pauccls or money is done at Ihc vcry door stcps of Uic receivers. Mail order business is wholly dcpende~it on lhe utilisntion and cl'licicncy ol'pos~all system.

In Lhe licld of co~nmercia~l co~nmunication, postal depauhncnt ollcrs a variety of serviccs. Thcsc arc :I.< follows:

I 1) ' Tclegraphic Co~n~nunicat io~~

2) Rc~nitlancc Scrvices

3) Pos~ l l Scrviccs

,Figure 10.2 will show you tllc kind of services provided by Ille Posh1 dcpauhnent.

Rgurc 10.2: Ki~rds 01' I1ost;d Serviccs

Postal Services

I

rclcgrnphic I<cmittancc Services Podel Services Zonununicuti~~n

Mo~iey 01.der Ce~.til'icale of Pohting

Postal Order R.D.1.S

V.P.P Rcg~stration

Postill Insurance

Parcel

Speetl Post

Post Restelite

-0 Business Reply Cartls ant1 Envelcgpcx

Post Box and Post Bag Facilities

10.4.1 Telegraphic Communication

Tclccom~nuqicatio~i serviccs liitvc greatly dcvcloped ovcr llie years and lhe businessmen Ilavc riglirly madc usc of dicm. Tclegrapliic co~nmunication is one of lhcm. Wherc the tncsslgc is short but important 2uid immediate and it is rccluired to be put in black a id white, :L tclcgrun itlstcad of a lcttcr is uscd. Tclcpliones; Iiowever, may bc used for cvcn kstcr communication but ;ill conversation is oral a id no written statanent or message is ~~vaulable Ib rccord. FurUler, codc words and coded ~ncssages may be sent llirough Iclcgrams. Tlius, ia busiticss 1n;tttCrS tclcgauns h ~ v c bceri :uid will relnairi in usc for quicker means of com~nu~lication.

While sending tclcgruns h e li)llowing itnporhnt points must bc kept in mind:

i) Mcssi~pc should bc bricf.

. ~ I ~ ~ I I C S S C ~ I I I ~ ~ I I I I I I ~ C ~ I ~ ~ < ~ I I i i ) Mcssagc sl~ould bc clcau ;uld concihc.

i i i ) Figurcs should prclcrably bc writrcn in words.

i v ) No word sl~ould cor~tau~~ Inorc UI;UI 15 Icrtcrs. I 1 i t is ;I codc word, dlc ~lu~nbcr rnust rloc cxccctl 10.

v) A copy of c;lch tclcgcun rnusl hc kcpt I'or rccord.

vi) Colnplclc :~ddrcss sl~ould bc writtcn. 11' Lhcrc is a tclegrapl~ic addrcss, whicll us11i11ly c o ~ ~ s i s ~ s of onc word, UICII d ~ a t sllould hc uscd i~~stc ;~d of dck~ilcd a~ddrcss. I t si~vcs cost ;IS lllc lclc~raun is c1l;ugcd by d ~ c rlurnhcr of words uscd. Such ;thbrcviatlcd acldrcss c;u~ bc got rcgistcrcd with d ~ c post ollicc l'or ;I srnall I'cc.

Kincls ol' telegram

I ) Ordi~~auy Tclc, t r~uns .

2) Exprcss Tc1cgr;uns.

3) Grcctings Tc1cgr;uns.

4) Dc Luxc Tc1cgr;uns.

tvr;uns. 5) C;~blc,

"riuns. (1) Cyphcr rclc,

1) Ordinary 'I'elegrams

All (c1cgr:unh u111css od~cnvisc spccil'icd ;uc known ;I.% Ordinauy Tclcgrauns. Thcy ;uc scnt a( ordiniuy r;ltcs.

2) ICxpress 'I'elegrums

Whcn I I I C word 'Exprcss' is wril tc~~ on top 01' tllc 1clcgr;un I'or~n, it is k11ow11 :IS ;a 'Exprcss Tclcgraun'. 11 is scr~t lilstcr d1Cn Lhc ordienry tclcgraun. Thc nllcs auca~lso doublc.

3) Greetings l'elegrams

Grcctirlgs or spcci;l oca~sion mcssagcs may also bc sent Unrough a spcci;liscd tclcgri~phic +

scrvicc. Thc word 'Grcctings' should hc wrillcn on Grccting Tclcgrauns. Tllc nurnhcr spccilied in dne Spccial mcss~gcs schcdulc, givcn in thc Post :und Tclcprapli Guidc or in

'

Tclcpl~onc Directory, is writtcn instcnd ol' UIC wholc mcssagc. This s:~vcs cost. I t ciu~ bc scnt a~t ordinary or cxprcss ratcs.

4) Ile 1,uxe Telegrams

Dc Luxc tclcgruns can also bc scnt whc~n Ulc sc~ldcrs usc Ulcir own phraacology in sue11 tclcgnuns instcatd of using UIC stock phrases givcn in chc Post auld Tclcgraph,Guidc. It III;IY

bc scnt ai.5 exprcss or ordi~lauy.

The scndcr o l ' ~ Dc Luxc Tc.lcgraun should writc hcli)rc llnc arldrcss spccial i~lslr~~clio~n - 'LX' which is no1 c11;lrgcd for.

5) Cal~legrams

Tclcgauns which ;uc sciil wid~in Uic cououy arc known iL\ l~illuid Tclegra~ns. But tclcgrirphic co~nmuni~~t ion facility is ;11so avaul;~blc for lbrcign counvies. I t is krlow~l ;IS

Catblcgnun. As catblcgrruns arc costly, codc words or codc language givc~l in spccificd Codc Book likc A.B.C. Codc dc., arc uscd. Hcrc, usually, onc word skulds k)r h c wholc scniencc. Thc rcccivcr of UIC c;tblcgnun dccodcs Uic samc at his cnd lioln 111c aunc book ;uld gcts 111c Cull rncssikgc.

6) Cypher 'l'elegrams

Cypllcr tclcgnuns ]nay bc sent where complctc sccrccy is to bq mainhined. Messagc is first 44 codcd into rlu~nhers which in turn are cyplncrecl in spccific lcttcrs. Olic lcltcr skulds Ibr o11C

.. . - - .. -- --

number. Then the cyphered letters are sent through telegrams or cablegr~ns. The receiver Bu"nwS CorreSln~lldalce- [ I

also uses the same process for-decyphering the letter and finally gets thc message.

Briefly speaking, there hi^^ been tremendous technological development in the tield of telegraphic communication, and its services are being utilised more and more. The limitation of the telegraphic service often arises due to the negligence in properly writing the message. If it is correctly done then the rest is taken care of by the well trained staff of the postal department.

10.4.2 Remittance Services

Post oftices offer remittance services in various ways like money order, postal orders, and

1) i) ' Money Order

A money order is an order issued by one post oftice to another post office to pay a certain sum of money only to the person named therein. The person who remits the money is known as thc 'remitter' and tlle one who receives the money is known as 'payee'.

The remitter tills in the money ol'der farm available from the post ofice, and gives the same with the money to be remitted along with the remittance fee, at the window of the post office. The post oftice issues a receipt to the remitter. Postal authorities pay the amount to the addressee after obtaining hislher signature in acknowledgement ot' the amount. The signed receipt is sent to the sender. Short messages can also be written by the sender on the space provided in the money order form for this purpose.

remains the same.

b) Telegraphic Money Order

A telegraphic money order facility ih used when money needs to be sent urgently. Here, the instructions for payment to the addressee, from the remitting post oftice to the receiving post office, are sent telegraphically. Thc remitter has to write the words T.M.O. on the money order form and hand it over along with the money to the post oftice. The fee for T.M.O. is higher than the charges for telegraph and a small surcharge. It. should be noted that telegraphic address of the receiver cannot be used in the T.M.O.

2) Postal Orders

Postal orders provide another means of remitting money. They are a kindof bank draft drawn by one post office on another, directing it to pay the value of the postal order to a specitied person.

Indian Postal Orders (I.P.O.) are available in the denominations of 50 paise to 10 r"pees. The value of any postal order can be increased upto 49 paise by aftixing ordinary postage stamps on the postal order. Post office charges a commission of 10 paise per postal order.

Procedure of buying a postal order

The purchaser of a postal order has to tender the money for the value of the postal order Ad the commission at the counter of the post office. He gets a printed postal order in return. He tills in the postal order by writing the name of the recipient and the place of destination. After detaching the counterfoil, the postal order is sent to the payee who presents it to the post office mentioned therein and gets'the payment. If a postal order is'crossed it can be collected only through a bank.

3) Value Payable Post (V.P.P.) . .

Value Payable . . Post (or VPP) is a system of cash selling by post.

Business Ccmln~~hlic;ltion Any article or parcel sent under VPP is delivered to the addressee only on payment of cash. Thc mount is paid to tlle sender of tile article. A Railway Receipt entitles the addressee w tikc tlclivcry of goods lioln railway authorities can also be sent through VPP which will be dclivcred to thc addressee only on payment of cash. Hence, in either case, the buyer is a~ssured of his goods and thc seller of his money.

I'rocedure of Posting

Evcry postill iuticle, parcel or packet or letter, intended to be sent as per VPP, must be presented at Llle post olfice with Ihe prescribed printed form in which the sender must specify Ihc surn to be remitted to him. The postill authorities charge.a commission for this service which ij~cludes charges for postage of the article and commission for remitting the money from the addressee to the sender. The seller includes these postal charges in his bill. The totill anount recoverable Prom the addressee is usually the cost of go& plus the postal charges. The post oflice will thei! issue a receipt in acknowledgement and sends the article

is sent to Lhe sender.

It should be noted that the amount specified for remittance to the sender in the case of any VPP arlicle can not exceed Rs. 1,000/-.

i 10.4.3 Mail and Postal Services The most important function of the Post Oflice is to provide mail and other postal services. Ordinarily, mail is sent in envelopes or by inland letters and post cards. Rates of these services are revised from time to time. If a letter is posted unpaid or insufficiently paid. penal rates are recovered from the addressee at the time of making the delivery.

Single and reply post cards are sold at the post office but cards of private manufacturers may be transmitted by post as post cards provided by them are of-similar dimensions and the . i

postage is prepaid in full.

Othcr important postal services may be described as follows:

1) Certificate of Posting

When a sender needs a proof of having posted any ordinary postal article to the addressee, he can post it under 'Certificate of Posting'. The sender has to fill in the name and address . of the addressee in a form supplied by the Post Office, affix the required stamp on it and present the article and the form to the post office. The post office will then put the date s m p of the post office on the form and return the same to the sender. This serves as a prool that the se~~der has posted the article, but this is no guarantee that the addressee has received the letter.

2) Recorded Delivery Intimation to Sender (R.D.I.S.)

Whenthe sender of a letter requires proof of sending the letter and also the proof of delivery of that letter to the addressee, he makes use of RDIS service. The packet dr letter send,u~ider P I is handed over to the post office along with a form with the name and address,of the

. sender as well as that of the receiver. The postal clerk puts his sibwature and date stamp on the form and returns it to the sender. It also puts down the total cost which includes postal charge for the letter plus service charges for the intimation service. The amount is taken from the sender. The letter goes with ordinary unregistered mail but an intimation of delivery is obtained which is then passed over to the sender.

3) ~ei is t rat ion

Registration of mail is a facility which makes the delivery of the article safe and assured. A letter, postcard, packet or parcel may be sent by registered post. The pre-payment of postage and registration fee is compulsory.

The procedure is very simple. The article meant for registration is handed over to the postal wtllorities after affixing the postage stamps for normal mail and.rcgistration. A receipt is

issued by the postal authorities showing Ule date, name and address ol' the addressee and the " ~ 1 n e ~ Cof-res~""erwe--- 11 .-

total postage charged. The delivery of a registered article is made by post office only when a receipt is Sigued by tlie addressee.

The sender can also get am acknowlcdge~nent of delivery by attaching an Acknowledgement Due Slip, colnplete wid1 the l ime and address of the sender arid the receiver, and a payment of extra charpe ecjuivalent to Ule cost of sending an ordinary ellvelop by post. The Acknowledgement Due Slip is returned to h e sender after getting the signature of the receiver on delivery of die registered article.

Registration is compulsory in the following cwes:

1) Anv article bearing die word 'Registered'.

2) Any packet or parcel wcigliing more U~an 5 kilograms.

3) An Insured article.

4) A parcel recluiring customs dcclwatioo. .

5) A packet containing valuables.

6) A registered article reposted alter having been delivered.

7) A V.P.P. article.

4) Postal Insurance

Postal insurance is a service that combines safe delivery of a postal article aid cover for risk of loss or damage ill transit, if any. 1-lie Post office undertakes the responsibility for any loss caused to thc article to die extent of insured mount. Insurance is compulsory in the case of letter or parcel containing valuable articles, currency notes, jewellery, gold or silver.

Insured articles are properly packed aid sealed in strong covers or Cases. The cloth lined registratio11 envelopes are recommended to be used for Ule insurance of letter, valuable docu~nents (a currency notes. Seals on the insured cover should be clear and complete. Packets with broken seals are not accepted by the post office.

written on top of die nlune and address of the addressee. The insured value should he written both in words and tigures. Tlie name and address of h e sender should also be written on the lower left hand comer cjf the packet. The article is tlien handed over to the postal audiorities after aftixing the postage stamps for nonnd mail and registration and insurance cliarges. A receipt is issued by tl~e post office. The sender receives, free of charge, an acknowledgement signed by tl~e person to wliom the article is delivered. Tlie post office also keeps anotherack~iowledgeme~it of the receipt for its own records.

All articles, except some prohibitive ones, weighing upto 20 kilograms can be sent by parcel post. Payment of postage on parcels is compulsory.

A parcel should be carefrjlly packed so that its contellts may retnain in sde condition. However, is must be delivered at the window of the post office and should never be put in

6) Speed Post

Speed Post is postal service at an extra cost, whereby a regular maigcment can be made under a conuact for collection of letters, document, and parcels upto 20 kg from the very dboc of the sender to be delivered the next day to any major city in Indi;~. Postal article can .qlm be sent by Speed Post to villages or towns which may take little longer but it is faster than 4y ordinary post.

Ihis casc, paylncnts arc made by rllc users 011 getting tlic bills pcriodicdly. Spced Post arra~~lgcment is dso available for placcs ouL~idc India~ ~ L Y :I pirt of I~ltcrnational pos~l l Couricr ~lctwork k11ow11 as Exprcss Mail Servicc (EMS).

7) I'ost llestante

When ;I person rnovcs from ollc tow11 to anod~cr a ~ d hc docs not havc any deliuitc address, he may gct his lcltcr or othcr posL11 imiclcs Lhrough rhc post ofticc of'rhc rcspcctivc towns. Sucl~ lcltcrs or arliclc~ arc known ;LX 'Postal Rcs~aultc' iuld Lhcy arc S C I I ~ carc of Lhc Post Ma~stcr. Such arliclcs arc kcpt in thc post ol'licc I'ro~n onc to Lhrcc ~nol~lhs al'tcr which Lllcy arc dcslroycd. A V.P.P. articlc is kcpt for scvc~i days only.

10.4.4 Business Reply Cards and Envelopes

Thc Busincss Rcply Cards :u~d Envclopcs arc s c ~ ~ t by lri~dcrs to Lhcir customcrs to induct rhcin to writc' wilhout ;u~y l in~~ncii~l burdc~~. WIICII Lllc customcrs sclld bi~ck hcsc auds or cnvclopcs without prc-paymcnt ol' p o s ~ ~ g c , llic post oflicc collccts Ihc chaugcs in c a ~ ~ h from UIC addrcsscc. For h i s scrvicc Lhc post ofl'icc issucs a licc~lsc 011 pnymcnt of nolninnl fccs on yciu to ycar hasis. A stald;ud dcsign, distinct from oU1cr cards or lcucrs, is prcscribcd by lllc post oll'icc b r U~is purposc.

Evcry busincss rcply card or cnvclopc should havc dlc li)llowing inlonnution printcd on lhc sidc whcrc a~ddrcss is writtcn:

1 Thc wunc 01' chc pcrsoll or busi~lcss housc to whom Lhcy arc addrcsscd frcc of cllargc.

2) PcnnitNo.

3) Tlic nanc o f Ihc post ol'Llcc issuing llic pcnnit.

4) Tlic words 'Busincss Rcply C;ud' or 'Busi~icss Rcply Envclopc'.

5) Thc words '11o postayc scaunp ncccssary; poscayc will bc paid by thc a~ddrcssce'.

A spccimcn fimn of a B~l\;iocss Rcply Card is given in Figurc 10.3

Icigurc 10.3: Uusirlws Rrply Card

BUSINESS REPLY CAWD

No Postage slalnp necessary ifposlctl in

Mls Alpha Bcta & Company, 2, Asaf Ali Road. New Delhi - 110002.

10.4.5 Post Box and' Post Bag Facilities post ofliccs o fk r post Box,lhcility for Uiose pcrsons who eilher do not have a perln2ulcnt address or who do ~ io t wish Lo let ollicrs know ll~cir address. 011 pay~nc~lt o f nominal I'ccs, ordillarily chugcd on quarterly or ycarly basis, lhe post office allots a Post Box Number. The allottee ulen uses h i s ~lu~nber in all his corrcsponde~~cc or advcrtiscmcnk. All mails rcccivcd in b e liiune of b c allottee is kept in Ulis box. HC UfiIngCS to collect his lnail I'rom

4 8 k c post box at his c:onvcnicncc.

Post Bags are also rented out to fi~cilihte iarrying of mail from the post office to the place of Busine"Orrespl'"e"ce~ll

the hirer. 'The procedure ol'hiting a post bag is the same as 111 case of post box. Here all the incoming mail is put in the bag in the post oflice and lockcd. The liirer arranges to collect chis bag himself.

It should however, be nolcd that no registered leucrs or packets are accepted tluough post box or post bug arr;mgement and this fact is duly notified by the hirer.

Check Your I'rogress 1%

1) Distinguish between a telegram and a cablegram.

'2) What is the difference between a Money Order and a Postal Order?

33 What is Registration'? What is tlle effect of Acknowledgement Due Slip on registration?

4) What is Post Restante? How is it beneficial for traders?

Get Money order, V.P.P and Telegram forms from your nearest post ofticc and ~ r y to till

10.5 LET US SUM UP

No business worth the name cai run witllout publicity and public relations. Publicity and public relations are very importiilit to promote its business operations. As customer service is the most importait aim of any busincss concern, it should give i b customer the feeling chat they have made a good purchase and should give them tlie psychological satisfaction. Publicity and good public rclation play an impomit role in tliis regard. A feeling of importance should be created in the hcarts of the customers Ulat the seller carcs for them and it should be expressed by kecping constatit touch with them.

Through letter.to the editor one can express one's own views on some specific issue or problem. These letters, written by difl'erent persons, show different approaclies to face various situation and tliat adds to the knowledge of the reader and helps in reaching to some conclusion.

Post office uid its services play an important role in the day to day operitions of business. Telecommunication of messages, transmission of money, and despatcli and delivery of letters, packets and parcels ol' goods arc such important rcquirements of every business on which the whole business structure slands. Post oftice is the single such agencywMrA'ot'fers all these services at proportionately nominal cost.

Telegraphic communication bridges the time distance between the sender aid receiver of the message. Similarly, money can bc remitted very conveniently by way of money order or postal order. These services are very useful and cheap from the point of view of small size trading unit$ as well. Assured delivery and gumntecd payments through V.P.P. is a service which has greatly promoted the maul order business all over the world. Finally, different kinds of m i l services like certiticak of posting, registration, postal insurance etc., bring the scller and buyers to the common platform. Even those persons having no definite address of Ihcir own wn utlise the services like post restante, Post Box and Post Bag etc., which are offered by thc post offices. Even post-Payment of postal charges can be.arranged under the system of Business Reply Cards atid Envelopes and the prospective buyers cwld be turned illto red and loyal buyers.

In short, thinking of a modern busincss without utilising a variety of postal services is unitmyinslhle. As long as there is a need to bridge the gap between the sellers and buyers. he postal services will remain very much in demand.

nusitlns Cnu~tttunicatiut~ 10.6 KEY WORDS

V.P.P : It 1s a system of cash selling by post.

Cypher Telegram: It is sent where secrecy is to be maintained.

R.D.I.S.: The R.D.I.S. is used when the sender wants to have the proof of delivery of the letter to the addressee.

Post Restante : When a person does not have any definite address, he can get his letters through the post office.

10.7 TERMINAL QUESTIONSIEXERCISES 1) What are the advantages of press advertisement?

2) Post office serves as an intermediary between the trader and his customers. D~scuss.

3) What are the precautions to be kept in mind while sending telegram?

4) What is Money Order? Explain the procedure of sending Money Order.

5 ) What is V.P.P.? Explain the advantages of V.P.P as a nieans of remittance.

6) Explain Post Box and Post Bag facilities offered by Post Office.

liusi~~ess Con~~nur~ication A) Letter asking for Telegraphic Address

124, Ameenabad, Lucknow.

March 2,1990

To.

The Post Master General, General Post Office. Lucknow.

Dear Sir,

Sub: Requmt for tekgrophic address

We would like to have the facility of telegraphic address for one year beginning from June 1, 1993 in the following name and address:

Hasan-and Hasan Co. 124, Ameenabad ~uCkn0w.

We are en&&bg herewith our Cheque No. dated for Rs. 2001- drawn on the Punjab National Bank, Ameenabad, Lucknow, on account of hiring charges of telegraphic address. Kindly issue a receipt of the same and pmvide us with the facility of telegraphic address as soon as possible.

Thanking you,

yours faithfully.

Hwan & Hasan Co. S A Hasan

Psqtner

I)) Letter for renewal of telegraphic address

123. Asaf Ali Road. New Delhi - 110 002

March 4, 1993

The Post Master General, New Delhi Post Offce, Jan Path, New Delhi - 110 001

Dear Sir,

:j C) Letter for hiring of Post Box

46-B, Nicholson Road. Mori Gate. Delhi.

June 12, 1993.

The Post Master General, General Post Office, Kashmere Gate. Delhi.

Dear Sir,

Sub: Hiring of a Post Box

We would l i e to hire a Post Box in the post office for one year beginning from July 1, 1993, in the following name and address:

Messers Adamji Kamaji & Co., 46-B, Nicholson Road, Mori Gate, Delhi.

We are depositing a sum of Rs. 10pl- only oh account of hiring charges of the Post Box. Kindly issue a receipt of the same and allot us the post box number as soon as possible so that the same may be publicised.

Yours faithfully,

for Nadir Ali L Bros. S.M. Nadir

Partner

D) Letter for loss of a We@stered Parcel

The Post Master, Chmdni Chowk Post Office, Chandni Chowk, Delhi - 110 006.

Dcar Sir,

S.ub: Loss of a Registered Parcel

525, Chandni Chowk, Delhi - 110 006.

March 19. 1993

We sent a registcral parcel in the n m e of MIS. Sudarshan Kumar & Co., 202. Ameenabad, Lucknow (U.P.), on February 22, 1993. vide a receipt No. 598 dated 22.2.1993, issued by your office. A photostat copy of the receipt is enclosctl for your perusal.

The p t t y from Luck~low h u informed us that they have not received the said parcel even after three weeks of its postiug. We request you to kindly make enquiries at your end and let us know thc fate of the parcel. Please trett it as urgent as we have to satisfy our customers.

Thanking you,

Yours faithfully.

for Mohm La1 Sohan La1 & Co. Mohm La1

P t tne r

I{usi~~a.u Cos~r~~u l l i ed l i a~~ 15) Letter for I'ust Hestante

March IS. 1993.

The Post Master General, General Post Ol'fice, h4atlras (Tamil Natlu).

l l c u Sir.

We are to infonn you that our Sales Kepresetltativc Shri A.N. Bannerji will be visiting the city of Madrau fiom April 10, to May 10. 1993. During this period he will be receiving mail Iroln dil'Ccrcnt places. As he will not hc having any pennancnt adtlrcss in Madras, we shall I)c ol>liged if yo1 plcase keep all his mail asparr restrrnle in your oflice. He will Ije collecti~~g the swne himself. For hir itlcntification. a copy of his passport size photograph ant1 specimen signature are heing sent hcrewith li)r your rccord.

Thanking you fix your ajopcration,

Yours faithfully,

for Dawawala & Company S.K. Chattcrji

Partner

Encl: as ~n/a

Note : mda means "mentioned above"

Check Your Progress A

1 ) Stiltc whetller the I'ollowing sl;ltc~ncnh arc TRUE or FALSE.

i) A leller asking for lelegra~phic addrcss should be scnl lo Ulc telegraphic oftice.

ii) For renewal of telegraphic addrcss it is necessary to mention the address i~nd period.

iii) All letters to postlil authorities should bc brief and complete in a l l respects.

iv) Special request should bc made tilr sending parcels.

v) A letter for loss of regislcred parccl should be addressed lo the Post Masler Gcneral.

.Every city has different kinds of local bodies to look after the specific problems of its mjdents. These may be Municipal Boards, Municipal Committees, Municipal Corporations, Development Authorities, Wakf Boards, elc. Though these bodies are a part of total administration, they are aut.onomous in their operations. They make their own rules wd bye-laws and i~npleme~lt the sene thn)ugh Uleir own statl: They may, however, Ii~ke the help of other ad~ni~iistrative depaUnents specially when some law and order problem arises. Their area of operations is strictly reslrictcd to Ihe specitic mailers like property taxes, , primary education, t~lroi , hea~llh auld sanitation and such other activities.

While corresponding with such local bodies, thc incharge of the respective departmcnls should be addressed and specilied proble~n io Ilia1 arca should be clearly wriltcn. Scpari~le lctters should be written for different problclns as each subject is handled by scparale depaulmental staff.

So~nc specimcn letters to Lhe local bodies are given below:

Omrial Correspondence

2324, Teliwada. Azad Market, el hi- 110 006.

May 3,1993

The Assistant Assessment Commissioner, City Zone, Municipal Corporation oFDelhi, Delhi.

Dear Sir,

Yours faithfully,

(Kishan Chand)

Sub: Repair of Sewage System in New Salempur Area

We, the residents of the New Salempur Area, beg to inform you that, due to last season's heavy rains, the sewage system of the area has been completely destroyed. 'Ihe drains are choking with filthy wata which is spreading all o v a the roads and bye-lanes and there is a danger that epidemic may break out.

We shall, therefore, request yon to kindly make an inspection of the area immediately and take necessary action to repair the drains and clear the filth from the streets.

We are,

Yours faithfully.

Dated: September 2,1993. Name Address

1. L. Chand H.No. 1789 2. Mohan Das H.No. 1790 3. Ahmad Ali H.Nb. 1792 4. Darshan Singh H.No. 1795

and others

105. Wazir Gmj, Lucknow.

June 23, 1993.

The Secretary, U.P. Wakf Board Lucknow. \

Dear Sir,

Sub: Reque.7~ for. Iund to build u Izospitul

We are a charitable society known as Crescent Charitable Society (Regd.), Lucknow. 011e of the important aims of our Society is to run charitable hospitals and provide medical facilities to the poor. We a e already running two hospibals -one in Kanpur and the other in Unnao. Both the hospitals are being run on the Wakf land leased to us by the U.P. Wakf Board sometime ago. .They are being financially supported by local donors.

We are now interested in opening another hospital in Lucknow specially in the slum wed ti, provide free medical facilities to the poorer section of people. To begin with we shall need a pie- cd land measuring at least 1,000 square meter. We have come to know that some wakf land is vacant in that area which can be utilised for this purpose. We shall be grateful if you kindly put our proposal to the Roperty Committee of the Board and arrange to lease that piece of land for this noble cause.

We assure you that we shall do our utmost to develop a charitable hospital in that area. Wc shall be happy to discuss further details with the members of the Board if it is so required by them.

With kind regards,

Yours faithfully,

S.R. Umar General Secretary

, Crescent Charitable Society (Regd.)

Encl: Copy of Memorandum and Rules cYr Regulations of the Crescent Charitable Society (Regd.)

D) Letter to Development Authority regarding possession of flat

234, Sadar Bazar. Ghaziabad. (U.P)

January 21, 1994.

The Director, Ghaziabad Development Authority, ' Ghaziabad. (U.P)

Dear Sir,

Sub: Possession of Flut in Fair House Covny

As per your Demand Note No. GDAl589189 dated August 26,1993,I have deposited h Bank Draft of Rs. 1,60,000/- (Rupees o m lakh and sixty thousand only) bearing No. 00297 dated September 10, 1993, issuecl by the State Bank of India, Ghaziabad, on account of final instalment towards the cost of flat in the above mentioned colony vide your Receipt No. 7589 dated September 15, 1993.

Now more than four months have passed and I have not heard fmm your office while in your Demand Note. referred above, y w hyi assured that the possession of flat would be given imndiately after one month of depositing the final 'instalment. I shall, therefore, request you to please look into the matter and inform me as to when should I take the possession of my flat..

An early reply will be highly appreciated.

Yours faithfully

D.N. Grover

Encl: Copy of Deposit Receipt referred above.

E) Letter regarding defective water meter

3NC, Janak Puri, New h l h i - 110058.

The Junior Enb' meer . Municipal Corporation of Delhi Delhi.

Dear Sir.

Sub: Repair oj'wrrtrr meter No. 5379.7

This is to inform you that the above referred water meter installed at 3NC, Janak Puri, New Delhi. has bmn out of ordcr tor mow than two months. I lodged a complaint in this regarcl on May 10, 1993. But. till today. no actic)n has k c n taken. I shall. therefore, request the authorities to kindly look into the matter and issue itlstructions to calry out the repairs of the watezneter as soon as possible. Alternatively replace the sallle and ohlige.

Thankirlg you.

Yours faithfully.

(R.K. Gulati)

Check Your Progress H

I) Fill in the blanks:

i) The l o d hoclies are in their operdtions.

ii) The letters to local bodies should be addressed to the of the respective depaments. '

iii) For repxiring of sewage system, request should be made to the in Municipal Copd t ion .

iv) Request for land to build a hospital should be written to the Secrelary of the

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11.4 CQRRESPONDENCE WITH GOVERNMENT DEPARTMENTS

The administrative functions of the Govemment at the Centre and hl tile States are performed by civil servantsald their subordinates on the basis of various laws, ordinances, rules & regulations, bye-laws etc., passed by different law making bodies and other government departments10 perform a variety of functions.

The adqinistration of India is divided between (i) Government of India and (ii) State Governments. The Govemment of Itldia performs those functions which are of all India impcntance. It is the highest administrative authority in the country. Head of State is the President who is assisted in his work by the Prime Minister and his cabinet. The cabinet

I consists of various ministers who look after the different ministries like Finance, Law, Xommerce. Trade and Indusuy, Agriculture etc.

I Similarly, the State Governments are meant to govern the various states. Fa& state is

beaded by the governor who looks after the affairs of the state with the help of State Chief M i t e r and his cabinet.

&Xh, at the Centre as well as in the States, there is a secretariat attached to each minisay. !'Ibis is looked at- by w ottid J known as secretary who works under the concerned W t e t of the Minisay. Tbe secretariat is further sub-divlded into various .wtions and dcplufments which ive controlled by Deputy Secretaries, Under Secretaries, D i r s , Superintendents s ld cHllcr ofticers of different designations.

Mazi House. 238, Dhol)i Talao. Ho~nbay - 4 0 W 2 .

July 5. 1993.

Thc Joint Chief Contrdler of lmp)rLs, Ho~nhay.

Ihar Sir.

Suh: htrporf ojlndrtsrr.irrl Muclrinery

We arc to infonn you that we hive bcol ~nanullcturing plastic toys with the help of indigenous ~nachinery I'or rhs Past I0 years. Now we wish to divwsify our business a ~ k l want t o manufacture plustic mouldings for which chc rcq~~irctl ~nachincry is not avai1al)le in Itjdiu. Hencc, we would like lo irnport onc fn)m Germany which would cost around 3000 Dcutch Marks. Wc u c sub~nitti~,g herewith a copy of the invoiut lion Ihc cxportcrs inGcnmny giving the tlctails of cost oi meqhincry and other charges uplo its u ~ r i w l ill H I J I I I I ) ~ ~ .

As this new lnachincly will go u long wiy in devclopi~lg plastic industry In India, we shall rcqucst you to kindly grant us an bnport Licensc lo import the swnc at your carliest and ol)lige.

Yours faichiully,

Ncw Plastic ManuFacturing Co. D.S. Naik

Managing Direc!or

1i) Letter regarding purrniwion to start a factory

202. Nchm Plka. Kushal Bxzar. Now ~ e l h c

I lw Duecbr of Industric~. Dclhi Administration. Uclhi.

4m-C. Malka Ganj, Delhi - 110007.

C) Letter regarding issue of a new Ration Card

July 20. 1993.

Yours faithfully,

Dr. R.K. Jog

&cl: Receipt issued by Rationing Officer, Allhabad.

I)) Letter regarding non-recurring gaqt for a school

Fro ~n

Sri A.N. Ahuja. Mawager. Dilyu Nand Senior Secondary School, Jmvrharld Nrhru Road, Pilibhit (U.P.)

The Duwtor of Education, Dep.arhncnt of Education. Govcnu~~cnt of U thr Pradesh, Lucknow (U.P.)

Ref. NIL DNSSl1978193 Dated: May 19, 1993.

Subject: Non-recurring gronf forjirrnit~rre of he school

Sir,

I have the honour to approach you for the sanction of a non-recurring grant for furniture for the s c h ~ ~ o l with the following facts:

1. That the school ha3 1500 students mostly belonging to lower middle class families of the locality. It hts 30 class mom9 wiLh a capacity of 50 students per morn.

2. Thrt about 10 years ago a grant of Rs. 10.000 only was given for furniture by the Department. The umber of atudent~ at that time was about 800. During this period, on the one hand the number of students have increascxl while on the other a good number of pieces of furniture has broken clown. So lilr we have been pulling on by carrying out repairs but now it is impossible to meet the situation.

H~tsinas Comm- 3. That we immediately need 200 new desks and 5 almirahs for the class rooms and office. The estimated wst is Rs. 50,0001- only. We shall request you to kindly sanction a non-recuning grant of the said amount for this purpose.

Yours faithfully,

A.N. Ahuja; Manager

Check Your Progress C

1 ) State whether the following statements are True or False.

i) Each.letter sent to the government must be complete with specific reference.

ii) The Director of Industries should be contacted for import of industrial &-&inery.

iii) A copy of memorandum should be enclosed to the letter regarding permission to *

start a factory.

iv) While writing a letter for issue of new ration card, the derails bf famijy members are not required.

v) Reference number is not required to be mentioned in a letter regarding grant for a school.

11.5 CORRESPONDENCE WITH PUBLIC U'I'ILITIES

Public utilities are organised which provide essential services to the public regularly. Any stoppage or break-down in such services cause great inconvenience to all the users. Elec~ricity, water, city transport, hospitals elc. are services under this category. Some.ol'

;

these services are controlled by autonomous bodies, like DESU @elhi Electricity Supply Undertaking) or DTC (Delhi Transport Corpor~tion), while some are managed by specific ministries like Railways. Similarly, in the case of hospitals, some are under the local acin$nistration while others are run by independent societies and trusts.

A large number of people make use of these essential services daily. Any discontinuation or inefficient performance definitely create problems for the users. Thus specific requests are to be made for the availability of services or their rectification in case of interruptions.

Correspondence with such organisations needs to be ma& in the most polite manner. We should not only consider our own requirements but also appreciate the problems of staff, supply of materials and finances faced by them. These institutions, quite often, have to keep the interest of large sections of people in mind. Hence, in the process, they may not be able to provide specialised service to some individuals. This should, therefore, be overlooked by individuals in the larger interest of geater number of people.

Specimen letters to the public utilities are given .as follows: .

A) Letter to DESU for extra load of electricity for school fete

Crescent School, Ansari Road. Darya Ganj, New Delhi - 110 002.

October 7, 1993.

To

The General Manager, Delbi Electricity Supply Undertaking, Delbi.

Dear Sir,

Sub: Extra bad of electricity for school fete.

We are happy to inform you that our School i s organising a Fete, in its own premises, on 60 November 28 and 29, 1993, from 10.30 A.M. to 7.30 P.M. daily. We shall be having stalls for

exhibits, edible items, fun games and other entertainments. -We shall, therefore, be needing extra load *{nclalC**PJndelve

of electricity over and above the present facility available in the school.

We shall request you to kindly sanction an extra load of 5 KW, on temporary basis, for two days mentioned above and let us know the charges which we shall be required to pay. Please inform us as soon as possible so that proper arrangements could be made accordingly.

Thanking you for your cooperation,

Yours faithfully,

(Mrs. N. Malhotra) Principal

B) Letter to DESU on Load Shedding

From

The Residents of Ward'No. VI, City Zone, Chandni Cbowk. Delhi.

The General Manager, Delhi Electricity Supply Undertaking, Delhi.

Dear Sir,

Sub: Load shedding in Ward No. VI. City Zone, Chandni Chowk, Delhi. '

We, the residents of Ward No. VI, City Zone, Chandni Chowk, Delhi, beg to submit the following facb regarding the above mentioned subject.

1. This is a vary congested area of the city and alarge number of people live in its lanes and bylanes. Most of the residents belong to upper middle and middle income group of people.

2. For the last several weeks tbe electricity supply in this area has been very irregular. D~iring the day it is off from 2 to 6 p.m. and then again in the night there is no current from 10-00p.m. onwards till early morning.

3. You are aware that the summer season is already on and, moreover, there we large number of school going boys and girls who are required to study for their annual examinations which will be held in April and May. This daily load shedding is causing e a t inconvenience to the residents of the area It has adversely affected the operations of electricity equiprnents like mfrigerators and television and radio sets. It is also affecting the health of students and their parents due to irregularity in their normal daily routines.

4. We shall, therefore, request you to please look into the mattex and arrange to rectify the defects at - the power station at the earliest and oblige.

We are.

Yours faithfully,

baled: March 30,. 1993 1. Ram Chand House No. 1243 2. N. Nath 1245 3. 0. P. Agarwal 1248 4. Ahmad Ali ' 1279 5. G. K. Khan 1299

and others

July 28, 1993.

The General Manager, Delhi Transport Corporation. Delhi.

Sub: Introduction of a new blcs route

Regarrling the above mentioned subject we beg to submit as under:

1. Ours is a new residential colony, situated about 15 km. away from Delhi Railway Stdon, in Wesl Debi. Most of the residents belong to service class and work in industrial estates of Okhla an3 Faridabad. They have to reach their work place between 8 and 9 a.m. daily and leave the same between 5 and 6 p.m. in the evening.

2. Presently there is only one bus on the route No. 71 1 which passes through our colony at 7.30 am. and goes upto Okhla only. From Okhla-turning h e passengers have to change to Haryana Roadways buses to go to Okhla industrial estate and Faridabad. This service is not very regular and sometimes the &enEers have to wait for half an hour at a stretch resulting in delay in reaching their destinations. Moreova, it is also expensive.

3. We shall, therefore, request you to intruduce at least one bus on this rcute which should take the passengers of our colony at about 7.30 a.m. and go straight upto the Okhla lndustrid Estate and Faridabad factory site. Similarly, for the evenings also, the bus should start fmm FaeidabPd at around 6.00 p.m. and take the same route through our colony. It will npt only save the time of travel but also reduce the economic burden as only one ticket will have to be purchased.

4. We shall be grateful to you for your kindness and cooperation.

We remain Sir

The residents of Bedaar C o h y

1. M.Naqi House No. A-102 2. D. K. Kurnar A-160 3. P. K. Bose B-32 4. A. A. Alvi B -47 5.. Ram Kishen C-67

, and others.

32, Main Bauu, Mordabad

August 19. 1993.

We are to inform you that the above referred telephone connection, installed at 32, Main B-, M d a b a d , has been out of order for more than one month. About two weeks ago one repairman came to attend the complaint but he could not locate the fault. After that no one attended the complaint.

As you know, this is our business office telephone number and we have to attend large number of our custopleas and others. We are f a c k great difficulty in fulfilling our obligations. We shall, earnestly, requebt you to kindly look into thematter and issue wcessary instructions to c a q out the repairs of the telephone as soon as possible.

D) Letter regarding telephone service

Tbe Maintenance Officer. Moradabad Telephone Exchange, Moradabad.(U.P.)

Dear Sir.

Sub: Repair of T,elephone No. 73592

Tbanlring You,

Yours faithfully.

for Alpha Manufacturing CO. D.D. Vitas

General Manager.

Check Your Progress D

1) Fill in the blanks

i) Correspondence with public utilities should be in a

ii) I~tters for extra load of and load shedding should be addressed to the General Mmager, DESU.

iii) The request for introduction of a new bus route should be sent by the of the concemed colony.

iv) 'Ihe letter regardmg telephone service must carry the telephone

11.6 LET US SUM UP

All business houses correspond with postal authorities and various local bodies such as Municipal Corporations and Government departments. ,They also comespond with such organisations which provide essential services to the public.

Correspondence with postal authorities should be brief, concise, straight forward and complete m all respects. Each letter should be addressed to the concerned authority.

While corresponding with local bodies, the l e w should be addressed to the incharge of the concerned department. Also, separate letters should be written for different probl- as each matter is handled by a separate depatrnent.

While wntlng a letter to any government department it should be addressed to the official concerned. Proper care should be taken that each letter sent to the official is complete witb specific reterence. As far as possible, letters should be to the pointhand in polite language. The same thing is true of correspondence with pubhc utilities.

11.7 ANSWERS TO CHECK YOUR PROGRESS EXERCISES

A) 1 i) False ii) True iii) True iv) False v) Falbe

B) 1 i) autonomous ii) incharge i i~) health officer iv) Wakf Board

C) 1 i) True ii) False iii) True iv) False v) False

D) 1 1) Polite 11) electric~ty iii) residents iv) number

11.8 TERMINAL QUESTIONS 1) Write a letter to the Post Master, Bareilly, regarding loss of an Insured Packet worth

Rs. 1.0001- only.

2) Write a letter to the Post Master General, Bombay, regarding permanent booking of Speed Post facility.

3) Write a letter to he Post Master, Moradabad regarding utllisation of Post Bag facility.

4) Write a letter to the President, Municipal Board, to waive octroi duty on certain goods to be brought from the near by towns.

5 ) Write a leuer to the Commissioner, Municipal Corporation, Bombay, to start a M a r y School in a new residentid colony.

6) Write a letter to the Delhi Development Authority regarding allotment of aplot land in a new Industrial Estate.

7) Write a letter to the Passport Officer, Govenunent of U.P., regarding issue of a new pasport

8) Write a letter to the Police Department! for special arrangement of police as some VIPs will be visiting the school to attend the Independence Day function in the school.

Nore: These questions will help you to understand the unit better. Try to write answers for than. But do not submit your answers to the University for acimssment. These are for your practice only. -

9) Write a letter to the Regism oCCooperaives to arrange to start a Cooperdtive Store for . necessary supplies in a new residential colony.

10) Write a letter to the Chief Medical Officer of a Government Hospital to ananfie a new X-Ray machine for the hospital.

1 1) Write a letter to the Haryana Roadways to introduce an extra Delux C W from Delhi lo Chandigarh.

12) Write a lettcr to Telephone Department, Delhi, to provide a public klephone facility in a new res~dential colony.

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SOME USEFUL BOOKS

Ghosh C Ghosh: Hand Book of .Yecreturiul Practice & Ofice Procedure, Vidyodaya Libmy Private Ltd., 72, Mahauna Gandhi Road, Calcutta.

Rajendra Pal and J.S. Korhhalli, Essentiuls of Business Communication. Sultan Chand L Sons, New Delhi.

L, Gutside, Modern Business Correspondence, Pitman Publishing Limited. 12X. Long Acre, London.

64