References are often quoted to indicate what the letter refers to (Your ref.) and the correspondence to refer to when replying (Our ref.).

References may either appear in figures, e.g. 661/12, where 661 may refer to the number of the letter and 12 to the number of the department, or in letters, e.g. as in the letter on page 5, where DS stands for Donald Sampson, the writer.

3. Subject title

A subject title, directly after the salutation, provides a further reference, saves introducing the subject in the first paragraph, immediately draws attention to the topic of the letter.

4. Job title

When sending a letter or email on behalf of your company, it is a good idea to include your job title in the signature block, especially when your recipient has not dealt with you before.

5. Copies

When copies are sent to people other than the named recipient, c.c. (carbon copy) is added, usually at the end of the letter, before the name/s of the recipient/s of the copies.

Faxes

Points to remember:

1. Fax is an open system, so it should not be used for confidential correspondence.

2. Faxes are copies, and cannot be used when original documents are required.

3. In general, the language of faxes is much like that of letters, although faxes can be briefer and more direct, like email messages.

Style

Generally, faxes are similar to letters in style, level of formality, and the use of conventions. However, a fax may be shorter and the language more direct, like an email, as there is a time element in the cost of sending them.

Example fax

British Crystal Ltd

Glazier House ~ Green Lane ~ Derby DE1 3RT

Telephone: +44 1332 45790 ~ Facsimile: +44 1332 52977

Email: oliverh@crystal.com ~ www.britishcrystal.com

Fax message

To S.A.Importers From H. Oliver, Marketing Manager

Fax no. 965 42 Subject French Empire designs

Date 15 August 2006 Page/s 5, including this one

Thank you for enquiry about our French Empire range of drinking glasses. There is a revival of interest in this period, so we are not surprised that these products have become popular with your customers.

I am sending with this fax pp. 1- 4 of our catalogue with CIF Riyadh prices, as you said you would like an immediate preview of this range. I would appreciate your comments on the designs with regard to your market.

I look forward to hearing from you.

H. Oliver

H. Oliver ( Mr )

Marketing Manager

This fax is quite formal in style as the companies have just started their business relationship.

Fax Nigerian

Exploration

Company

Block D. Surelere Industrial Road Telephone (+243 )1415436

Ogba. Likeja. Lagos Facsimile ( +243 ) 1417001

To John Malkovich, Cief Engineer

From Tosun Omosade, United Drilling Inc. Managing Director

Fax 321-8679

Subject Drilling Heads

No.of 1-5

Pages

c.c. Kwame Odeole ( Accountant )

Vidal Lamout (Chief Engineer )

Pages 2-4 of this fax are specifications for the exploration drilling heads that we discussed on your visit here in October. Could you please supply this heads as soon as possible?

I am also sending our official Order No. AT 320-5436. I shall make arrangements to open a confirmed letter of credit with the Nigerian International Bank as soon as you have sent me your invoice and details of shipment.

I look forward to hearing from you.

Tosun Omosade

Tosun Omosade ( Mr )

Managing Director

With this fax, an importer is sending an official order and specifications for the drills he requires.

Emails

Points to remember:

1. Email is very fast and effective, but there are areas where it is preferable to use letters, e.g. personal, confidential or legal correspondence.

2. The language of emails can be quite informal, but if you do not know the recipient well, it is better to keep the usual writing conventions. You can become more informal as you establish a working relationship.

Layout

Header information

The header gives essential information about the message. In addition to the basic details shown in the example, it may include:

c.c. -- stands for carbon copies. Here you insert the email addresses of anyone you want to send copies of the message to.

b.c.c. – stands for blind carbon copies, which you should use if you do not want the main recipient to who has received copies.

Message text

The presentation of the in n email is usually less formal than in a letter. In this example Ms Kaasen has used the formal Dear Sir/Madam, but she could simply have headed her message For the attention of the Sales Manager. Rather than ending her with Yours faithfully, she uses the less formal I look forward to hearing from you.

Signature

This is like the signature block in a letter, although it is usually includes more details, e.g. the sender’s company or private address, and telephone and fax numbers. You can program your email software to add your signature automatically to the end of outgoing messages.

Style

• Do not confuse personal messages with business messages. In a business message, the same rules of writing apply as for a letter: Write clearly, carefully and courteously; consider audience, purpose, clarity, consistency and tone.

• Do not write words in capital letters in an email message. This can be seen as the equivalent of shouting and therefore have a negative effect.

• Keep your messages short and to the point. People often receive a lot of emails at work, so conciseness is especially important.

• In general, limit yourself to one topic per message. This helps to keep the message brief and makes it easier for the recipient to answer, file and retrieve it later.

Example email

To…. Compuvision Ltd

C.c…

Subject: Quad sound systems

___________________________________________________________

Dear Sir/Madam

Please would you send me details of your quad sound systems, advertised in the April edition of ‘Sound Monthly’?

I am particularly interested in the Omega range.

I look forward to hearing from you.

Beatrix Kaasen (Ms)

Bredgade 51

DK 1260

Copenhagen K

Tel/Fax: (+45) 748696

Email: kaasenb@intertel.net.dk

Email and other forms of correspondence

There are several areas of business communication where more traditional forms of correspondence are still the most suitable. For example, personal and sensitive correspondence such as messages of condolence, congratulation or complaint are usually best done by letter. Confirmation of contracts, memos which are confidential and must be signed to acknowledge receipt, and any correspondence which may be needed for legal or insurance purposes should not normally be sent by email. You might find a job on the Internet, but most companies would still expect your application to consist of a completed form with a covering letter.