THE BASICS
E. Salutation
Memos, e-mail, customer correspondence, and
complaints
Note: Manlt computer word processing
software programs contain files that can
atttomaticall,v format letters in some or all o.f
the frst two sections below. If 1,ou trse these,
you can skip immediately to the body of this
chart containing tips, sLrggestions, and styles.
Al1 business correspondence contains the
following items, listed in the order in which they
will appear in the letter. Those marked with
asterisk(*) may be omitted on occasions when
they are either unknown or unnecessary.
A. Letterhead/Return Address
l. Name of the company/individual sending the
letter. Often the company logo.
2. Address/phone, e-mail, fax number(s), etc.
For stylistic reasons, this information may appear
either directly below name, at the bottom of the
page. or in some other varianl.
3. If you don't have printed letterhead, tlpe this
information in the appropriate place (see: Letter
Format,s).
B. Date: This is the date the letter is wdtten,
regardless of the date of mailing.
C.Inside Address: This is the fuIl address to
which the letter is being sent, exactly as it will
appear on the envelope.
1. Name, title of individual to whom you
writing+
2. Company Name
3. Department name*
4. Street address, including suite/office/room
numbers, etc.
{ aifv cfqte zin nn,je
Note: Some authorities on business writing take
great pains to discu.ts when, tvhere, and if
abbreviations should be used in the letter .fbr
designations,such as street (st., ave.), state
names (Missouri vs. MO), room designations
(suite vs. ste., room vs. rm., depdrtment vs.
dept ), etc. They insist on consistency
throughout. Others lean towards letting the
"look" ol the letter determine this.
D. Attention:*
l. Used when you want your letter immediately
directed to a specific individual/department
(see:C,1&3above).
2. The differences between using the complete
address and using "attention" are subtle, but
important.
a. When using the full address, you are writing to a
specific individual because you feel he/she
should be aware of the content of the letter and
should be the primary actor on whatever
information the letter contains.
b. The "attention" line indicates that you believe
the matters discussed are full company matters,
but ones which the "attention" addressee should
be lirst to know about.
c. The difference can also affect the impression of
importance of the letter. For erample: Your
company has discovered a mistake in billing.
Your first letter to correct this may be addressed:
Attention: Accounting Department. If, howeveq
the matter is not straightened out to your
satisfaction, subsequent letters may be addressed
to "John Jones, Accounting Department
Manager," or even the CEO of the company.
i. This, in essence. is saying, quite specifically,
"I expected yott, personally, to solve this
problem."
ii. "Attention" lines should draw attention by
full capitalization, underlining, or other
highlighting.
K. Enclosure (Encl.)
l. Where your correspondent's name is known,
use Dear (N{r. Ford Ms. Pinckney, etc.).'
a. Use first name salutations (Dear John/ Lucretia)
nnl1 when you are already on a "firsr name"
basis with the correspondent and wish to convey
a sense of cordialitv.
b. Avoid the use of "Dear Sir," "Dear Madam," etc.
While these may be formally correct, they tend
to indicate aloofness and even anger.
c. Aroid using just rhe correspond6nl s name Ino
"Dear") unless trying to convey a sense of
ugency or grear rnrlmacy.
d. In instances where you are unsure of your level
an of familiarity with the correspondent, or when
faced with an ambiguous name and no further
details ("Reply to J.L. Mallard"). it
permissible to use the full name after "Dear"(e.g.
"Dear Lucretia Pincknev." "Dear J.L. Mallard").
2. Where lhe comespondent's name i5 unknoun.
"Gentlemen" may be used although "Gentlemen
and Ladies" is considered more coffect.
a. Avoid the archaic: "Dear Sir, or Madam,
whichever the case mav be."
3. Other rariants can inilude: Dear (Tiller. i.e.
"Dear Accounting Manager": Dear
(Department), i.e. "Dear Accounting
Department." or "To Whom It May Concern."
These, however, are awkward, may be
counterproductive, and should only be used
all other salutations are unavailable.
F. Re: (Regarding)
1. An encapsulation of the general reason for the
letter. For example, "Re: Billing Errors by
Accounting Department" not "Re: The Total
are
Intransigence of your Accounting Department
in Solving Billing Errors."
2. This, too, should be highlighted by CAPS,
underlining, or other. if using both 'Attention"
and "Re:" lines, highlight them differently (e.g.
CAPS for ATTENTION, Underlining for
Subject).
G. The Body of the Letter: The lener itself { see:
individual areas below t.
H. Closing
1. Generally should be polite and formal.
2. "Yours truly," "Sincerely," "Respectfully" etc.
a. Some guides recommend "... yours" after
"Sincerely" or "Respectfully." Others consider
this old fashioned.
b. Some guides differentiate between these, saying
that "sincerely" should be used when you have,
indeed, made a sincere (i.e. impassioned)
statement, and "respectfully" when trying to
impress the receiver with the fact that you have
turned to them because thev are uniouelv able to
deal with the problem.
3. Personal closings ranging from "Regards" to
"Best Wishes" to "Fondly," etc. should be
avoided even when writins to someone t)olt
knou' wel!, unless either the-letter itself is of a
more personal nafure, or you are actively fying
to use that personal relationship to achieve the
letter's goals.
I. Typed/Printed Name/Title of writer
l. Leave about four lines between this and closins
lor a handwritten sisnalure.
2. If writing on behaliof the company itself, the
company name should appearjust after closing
and before you space for signature.
For example: a request for payment of an overdue
bill may be written by The Jones Company to The
Smith Company. You, as vice president, are merely
the "vessel" through which it is being delivered.
J. Transcriber's Initials
1. If someone else actually Rpes the letter, their
initials should appear in the lower left comer, after
yours, in lower case, preceded by a backslash. SB
(author ofletter)/ka (initials of 4)pist).
2. This determines if any errors. omissions or
addenda were initiated bv the author or tvDist.
L Used to alert the recipient that there is more
being mailed than just the letter.
2. Anything that is not the letter itself, no marrer
how big/smal1, significant/insignificant. rs
considered an enclosure.
3. When there is more than one enclosure. the
letter should state, at the very least.
"enclosures" (encls.). However, the .\pe.lli'(.
number of enclosures is preferable.
4. Each separate item is considered a separate
enclosure.
L. Copies (CC)
1. Lists the name/title of all others to whom vou are
sending the letter. tAlthough the da1, of':carb,'n
is copies" are past, the abbreviation "CC"
remams.)
M. Blind Copies (BCC)
l. to
You may wish send copies to someone
without alerting your correspondent to this t'afi.
They receive "blind copies."
2. This notation should not appear on the ietter rou
send.bul only on copies you keep for your file.
A. Refurn address (or letterhead/company lo,so) in
if uppef left comer.
It is also permrssible to place this on the back flap ot
the envelope.
B. Addressee should appear exactly as it does on
inside address above.
l. Exceptions:Ifone has chosen to spell out such
words as "street.' "room," "suite,'' etc. in thc
letter, one may abbreviate these on the eil'elope.
oI vlce-versa.
2. State abbreviations should a/ways conform ro
po:tal abbreviations. which allou s for speedie-
handling of mail within the postal service.
C. Attention line(s) may appear directly under
company name, but for emphasis should appear
either directly below address (capitalized or
with a space in between last "address" line tbr
emphasis), or in the lower left hand corner.
D. Any special handling instructions/informarion
(Contains Photos-Do Not Bend; Urgent;
lmmediate Reply Requested: erc. l should al<i'
appear in lower left, under Attention line.
E. Always use the proper size envelope (Note; in all
instances below, *-e are assttminp materials in
stondardB . x tt Jormatl.
1. A single letter, no matter the length, can be
folded in three and go in a standard (t10)
envelope.
2. Letters accompanied by other te,rt material such
as contracts, price lists, letters of
recommendation, resumes, etc., may be sent as
above. Howerer. if the accompanying marerial
is extensive and will cause the envelope to
bulge. or i I the envelope conlains mareriais rhar
will be read by numerous people, is likely be
file4 or may be subject ro
copying/faxing/scanning, etc., it should be sent
unJolded in an 8%" x ll" envelope. This s'ill
Dreserve its readabilitv.
3. Naturally such items as catalogues.
photographs, etc. mltst be sent this way. (Note.
Always enclose a stilf cardboard into envelopes
containing materials thet should not be bent.t
4. Avoid if possible, using envelopes larger than
necessary (e.g. 11" x 14" envelope for 8"x10"
material). lf the proper envelope is nor
available, it ls preferable to use a larger one than
to cmm materials into a smaller one.
5. Typed or printed addresses are preferable. If you
must handprint an address (except on personal
or one-to-one correspondence), use BLOCK
LETTERS for claritv.
 NDENCE
Note: In the examples thatJbllow we are concerned solely v,ith the bodt
te\t Ltnless othervtise indicated. (See: Letter Fctrmats) Usually falls into one ofthree broad categories:
A. Request for readily available information such as company's catalogue, price list, etc.
Dear Ms. P nckney: l. Canbesimpleanddirect: "DearBarCharts: Pleasesendmeyourlatestcatalogue
and price list. Thank you."
reply to your ener ol March 2Tsl. am pleased to send you the lollowing:
1n I
2. There is no need to personalize or to go into detail as to why you are requesting
We have been publ shing lull color. am nated guides in academic, business. home and information.
computer areas tor almost a decade and are conlinua ly expand ng our areas of
expeilise to meet the needs of our cl ents. (See enc .) 3. Obvious as this may be, in this and all letters, be sure your return address is stated clearly
We use only the finest talents n each area covered by our g!ides to assure that the
and completely. Be sure to include any office or suite numbers, etc.
nformat on they conta n s accurate, uplo-date, and presented n an exciiing, B. Request for readily available information that you need. culled to meet a speclic need.
easy to-undersland manner Our graphics depailment lhen makes each presentaiion
both ab!ndantly clear and entc ng lo the eye. Thanks lo slate-ollhe-ad prinling and
production methods. we can usua ly prom se sh pment of any order, ol any tt e, new or
oid. within 48 hours ol rece pt. Barcharts. nc.

We also ofler customized gu ds (m nimum order 5,000 copies) thal can pul your logo,
or olher des red lnformat on. on lhe guide at no extra cost and in m nimum 'lurn-around" Dear Mr Taylor

Please send us your cutrent list oi compuler gu des and yo!r latesl price list.
We can fufrher ta lor any gu de to your needs by addingtemoving materia which may be We are lnleresied in d st bll ng lhese 1o our empoyees and wo!ld need a m nim!m ol
des red for your ndiv dua purposes. or prov de an entire y new guide to meel your 5.000 cop es ol any chad we purchase. P ease advse !s of:
ndividlal needs. Nalurally the cosut me lactor on such a projecl wi I be negotiated, bul
r. Any d scounts tor bulk purchases and quant I es nvo ved.
we can assLre you thal t w I be the lowest cost, tastesl lime availab e wilhin the ndlstry
2. Specific lurn around time req!tred on such prrchases
am enclos ng a complete catalogue, contain ng pr ce I sts, shipp ng costs, de ivery
3.The possib ly ol persona zing lhese charts with our company ogo.
.format on etc.. as we I as some samp e gu des, for your perusa. 4. Cosr quantry. ime. paramelerson (3)
5 Any other iniormalion yo! deem mpodant to our needs
Thafk you for your interest in (name of company) and I ook forward lo hearing irom you
Thank you lor your prompt atienlon to th s mater

\tost likely senerated t" *;,r.;;;q.,"rt, urt can be self-initiated to

i nforrn potential/current cli ents.
In reply to your letter of March 21st...
1 . Immediately inform correspondent of the specific matter to which you
are responding.
i. -\ltays include the specific date. Not "...your letter of the other day," or
"...vesterdav' nhone call."
,.. I adr pleas-ed'to send you the following:
,r (iet directly. but politely, to the purpose of the mailing.
-i. If the mailing is not in response to an inquiry. etc.. a variation of "I am
nleased" can be the ooener
\'ote: For efJbctiveneis or "advertising" purp.)ses, this second type of
opening should be sonew-hat stronger, e.g. "I want to cullyollr ottention
to ttn important new polic.v we huve adopted." Note "bLtzz words"
dtlentton. tmDortant. nev'.
We have-been publishing full-color, laminated guides
academic, business, home and computer areas for almost a
decade and are continually expanding our areas of expertise to
meet the needs of our clients. (See encl.)
5 \lav or may not be in specific response to an inquiry. but establishes the
credibility of the sender.
.'. (See encl.) if applicable, would refer to letters of commendation,
l. Useful when you don't wish to be inundated with a lot of extraneous information. or
when you have a specific need to be addressed.
2. Since you are now asking for some effort on the part of recipient, it is a good idea tc
personalize this request ifpossible, and itemize your specific needs.
Mr. Dan Taylor, Corporate Sales Manager
3. Writer has clearly identified specific areas of interest without con'mitting to any specific plan
zl. In l-4 above, the writer has clearly laid out areas to be discussed.
5. In 5, the writer flatters the recipient by implying his expertise and asks for additiona
facts without extraneoLt.r material.
6. All other segments of letter simply conform to basics.
C. Request for specific information that may not be readily available and requires both z
very specific response and a devotion oftime and resources on the paft ofthe recipient
in
Mr. Evan Samues
Dear Mr. Samuels:

adlertising materials, or other materials that affirm the "pride." I am a fl m sildent al Florda Atantc Un vercty and I am writ ng a paper on "Po lcs and
We use only the finest talents in each area covered by our rs Eflecr on F ms oi lhe 40's

guides to assure that the information they contain is wish to nc ude an unbrased overv ew ol lhe evenls nvolv ng yo!r ii end and menior.

accurate, up-to-date, and presented in an exciting, easy-to- Dteclor Darry Arno d

understand manner. Our graphics department then makes wo! d be exteme y grateiul lor any jniormation thal you can provide lhai w he p

each presentation both abundantly clear and enticing to the present a f! ly rounded podrait ol Mr Arnod d!ring those limes

eye. Thanks to state-ofthe-art printing and production Be assured lhal any paramelers you may wsh to place around lhe use oi any
methods, we can usually promise shipment of any order, of informarion (e g. background ' nol ior atr bulion elc ) will be honored to lhe lu sl

any title, new or old, within 48 hours ol receipt. eagedy ook lorward lo your repy Thank you.
- Remember, every letter you send. no matter how basic, is always an
I

ad\ ertisement tbr your company.

L This paragraph tells the client that you have a complete, in-house team
to meet any need. But it also tells them that you are proud oftheir skills
and that they are the best in their field! I am a film student at Florida Atlantic University, and I am writing a papel
We also offer customized guides (minimum order 5,000 on "Politics and its Effect on Films of the 40's."
copies) that can put your logo, or other desired information, on Before asking for any information, the writer has generally established the reason for
the guide at no extra cost, and in minimum "turnaround" time. what follows.
9 \\'l.ren offering specialized service, always place any restrictions, in this
I wish to include an unbiased overview of the events involving your frienc
case the "minimum order." un front. This eliminates anv
lr'r t: u ildersla nd ing.
and mentor, Director Darryl Arnold.
We can f urther tailor any guide to your needs by In this one sentence, the writer establishes a number ofsalient points.
adding/removing material which may be desired for your a. That he will be fair about a matter ofapparent controversy.
individual purposes, or provide an entirely new guide to meet b. That the person to whom he is u'riting has specialized knowledge.
your individual needs. Naturally, the cosutime factor on such c. That he u'ants only very limited information (i.e. 'Arnold" and the "controversy") abou
a project will be negotiated, but we can assure you that it will what could be a very broad subject ('Arnoldt" life as a whole, his films, etc.).
be the lowest cost, fastest time available within the industry. lwould be extremely grateful for any information that you can provide that wil
10.This is additional information that shows the scope and ability ofyour help present a lully rounded portrait of Mr. Arnold during those times.
company. Again, several points are being covered.
L 1. If. however, any ofthe above information blocks were the subject ofthe a. The specific request lor informarion.
client inquiry, that portion, with appropriate changes, should lead. b. The writer's desire to be unbiased.
.lltrat's ctnswer the client'.s qtLet first! Searching through the letter for c. The implication that the writer already has some information, but fears it may be biased.
that answer causes frustratlon. Be assured that any parameters you may wish to place around the use ol
I am enclosing a complete catalogue, containing price lists, any information (e.9. "background," "not for attribution," etc.) will be
shipping costs, delivery information, etc., as well as some honored to the fullest.
sample guides, for your perusal.
ll. Give the client as much information as possible, 6ril While the terminology of the above, with such phrases as "not for attribution," are-
1,1. Do r.rot include the same information with subsequent mailings. This specific to the trade ofjournalism, it is irnportant to assure your correspondent that thr
only leads to excessive paper and client annoyance. information will not be misused.
Thank you for your interest in (name of company) and I look Nevertheless, the phrasing ofthe above ("you may wish to place") allows corresponden
forward to hearing from you soon. to place no restrictions and does rct emphasize the need to do so.
Polite closure combined with a sDur to action.
1.1. I eagerly look forward to your reply. Thank you.
15.Tells client the next step is theirs, but lea\,es open the possibility of l/wals "assume" the reolv will be positive.
follow-up by you.
 TYPE OF CORR PONDENCE
Memos are interoffice correspondence used to briefl), tell/ask about a A Tssued lo emplolees lcar ing the^compan) rs_an aid to gaining lurure employnrent.
single subject in an informal manner. B I nere are r\\o Klnos ot tellers ol recommendatton.
A. This statcment. based on information contained in several sources on | s'r".:.i/il , employee is being recommended to a knou'n employer for a specific position
letter-writing, contains at loast three misleadins idcas. r. 5lnndrrd leiler fbrrnxt is uscd.
L Primarily to the rise of e-mail as a prime mleans of communication,
dr_re b. Goes into detail as to what emplovee will bring to nes,position.
v the memo format is now n'idely used in correspondence in any number
of instances beyond interoffice communication.
2. While amemo shouldhe as.brief aspo.r.rl6le, it is often necessary ro go It s my p easure to recommend Arnold Gale for the position of comptroller.

into details that may expand it considerably.
3. Informal should not belaken to mean unimportant. They arc informal
onlv inthe sense that they do away with som-e of the formllities of lefter
_ writing such as internal address, formal openings/closings. etc.
B. Purposes of Memos
l. Urgency
a. Memos contain important or time-sensitive material that cannot u,ait for
regular channels.
b. They contain material that will be diluted in formai letter format.
In the 3 years he has been employed by Jones pubtishing he has shown a grasp of his
posilion lhat s lar above the norm.
He has. on more than one occasion, inittaled or imp emented procedures that have
saved the company many thousands ot dol ars
Moreover, he has always shown great team sp r t and wi I ngness to pad c pale n
endeavors that go far beyond the routine requtrements of his position.
We al Jones Publish ng wil sore y m ss hrm and wtsh him all the besl in his future
en0eavors.

2. Brevity- No matter their length, their conversational tone antl informal

layout allow for less cumbersome sentence structure than letters. It is my pleasure to recommend Arnold Gale for the position of comptroller.
3. Thcy leave a written record of material/events. phone calls and i. Ge1 immediately to the purpose
of the letter.
conversattons can be misunderstood incorrectly remembered, or denied. In the 3-yars he has been employed by Jones publishing he has shown a
Memos are there in black and white. grasp of his position that is fai above the norm.
4. Similar to (3), they clarify points made in discussion so both sicles can ii. o'erview of length of employment, accompanied by a general appraisal of his uork.
see what the other person heard thought they hearcl or misheard. He has, on more than one occasion, initiatad 6r imptriirented proceAures
that have saved the company many thousands of d6ilars.
Basic Memo Information iii. lnstance(s) of his using skills to benefit ]iis employer
A. To: Moreover, he has always shown great ieam spirit and willinqness to
l.
Namc of the specific person or persons to whom the memo is aclclressecl. participate in endeavors that go far b=eyond the routine requiremeitJoi nis
a. Not to be confused with pcoplebeing copied (See: CC, belorv). position.
2. Department or title, or title & department. ir'. General statement designed to show that he .,fits in.',
3. Company name, if going outside of sender,s own comDanv. we at Jones Pubris6ing wiil sorery miss him and wish him ail the best in hrs
,1. Phone number/ext. and/or e-mail/fax number. future endeavors.
r'. Since the thrust of any letter of recomnrendation is that the employee is extremely
B. From: (As above) valuable, it can by questioned as to why he/she is leaving. The abor"e iiusable nhen the
C. Date: (ln certain cases, it is also useful to note the Time sent.) empJoyee is leaving ofhis/her own volition.
D. Regarding rRe;: vi. lf this is not the case, a statement such as in the general letter is better.
L Wherever possible, one or two words pointing to material to be 2. Generai: el.ll_ployee can take lo any future emploler.
olscusseo. a. Letter is addressed "To Whom It Mav Concerni'
f . Do not try to sum up contents of memo. e.g. Staff meeting, not Staff b. Concentrates on the employeeh or erill qualities e[d work habits, rather than talents that nray
meeting to discuss the current economic pictu-re and plans foiihe future. relate to thejob being letl, but not be relevant tojob being sought.
E Tert of Memo - No :ignarure i: requireci.
[.1-
F CC: Date
L Those not directly involved in the actions of the mcmo, but who should
To Whom lt May Concern
bc inltrrrned of its contenr:
'-,2 If you lvish John, Joe, and Dennis to attend the rneeting, they appear in Arnold Gale has been employed by Jones publ shing tor the past three years D!ring thal
"To." If you want Sheila to know about the meetrns. sh; is ..ac:'t I me he not only performed each and every task n the fuilest and most profess ona oi
manneTs. ne nas demonstrated Innovative abil ty and dedication thal goes lar beyond the
C. BCC: tBlind Copics; norm. I is so e y due to the downsizing ol our company and the closing of Arnold,s
l . For t our records. onlv! depailment that we are iorced to end our relat onsh p.
l. If 1,ou r,vant Sheila to know about the meeting, but don,t want John, Joe, I know lhat he wi I prove a valuab e assel to any employer and I write th s recommendai orr
ar.rd Dennis to know that she has been alertecl BCC Sheila. of both h s sk lls and his persona ity, most whotehearted y

Basic \Iemo Formats

i. The letter is more concerned lvith the varues of the ernproyee, not specfci of job
perfbrmance.
ii. While the employee may be seeking a job similar to the one previously helcl that rs not
neCessxflty lne (aSe.

Suggested Solution for an Awkward Situation

A. one may be_confronted with writing a letter of recommendation for an employee one
doesn't, in fact, wish to recommend.
l. This may be for legal reasons.
:- : .'f \leno
2. This may be because it is easier to do so than refuse.

CC]
To Whom it A/ay Concern

Arnold Gale has been employed by Jones publ shing for the past six months

Aithough lhis s a re alively short time. I rea zed qu te ear y the qualt es and job
periormance we cou d expect from Mr. Gale and he has tved up to or exceeded every

lamconfdentthat. ntheproperpostion.[/r.Gaewoudproveanasseltoanycompany,
be linear (as above) or may be "Squared" (as below): and that, rn any position he w I make his ski ls and abrl ties known qu ck y.

B One doesn't want to mislead future employers, nor anger the employee.
To Whom it May Concern:
Arn^old Gale has been employed by Jones publishing for the past six months.
Re:
L Simple statement of fact.
Although this is a relatively short time, t realized quite earlv the qualities
and job performance we could expect from Mr. Gaie, and h6 has iived up
to or exceeded every expectation.
2. This sounds posrtive. But it never states what was expected from Mr. Gale after they got
to know him.
3. C-ante.read.by the discerning eye as: "we knew early on we had made a mistake, and
CC Mr. Gale did nothing to disprove our opinion."
I am confident th-at, in the propei position, Mr. Gale would prove an asset
to any company,
4. Note "in the proper position..." (This one u'asn't it!)
and that, inany position he will make his skills and abilities known quickly.
5. If you make the same mistake we di{ you'll know it soon enoush.
 PLAINT LETTERS
A. Cor er letters inlroduce the material lhe\ cover' A. Ihere are ser eral different tvpes of complaint letters.
B. Material mav be resumes, sales brbchures, manuscripts, products, B. Unlike most letters in this guide. complaint letters may contain
nictures. etc. considerable emotion; usually anger.
C. the important point to remember is that the material the cover letter 1. The writer has the right to be angry at poor pertormance.
accomdanies is'lhe imporlanl part of the mailing. 2. However, keep angeiin check. oi ii may turn a possibility for redress into a
D. Thereftjre, the cover letter should be as brief as possible. tirade that causes the recipient to stonewall.
1. Resumes, sales brochures, etc., are documents lhat have been designed to C. We will examine the following:
Dresenl lhe bert possible piclure. The:e are what you want the recipient lo 1. Faultv product/service complaints from one company to another.
iead. lfvou sDend lime in vour cover letter itemizing the contenls ol that 2. Faultv broduct/service comflaints from individual to company.
resume dr sale's brochure, you will not do it as well' an-d you negate the need 3. Job peiformance complaint's to employees.
to read the piece itself. 4. Job iomplaints from employees to management.
2. Ifthe matehals sent are extensive, or not selfevident, (a large catalogue, Companv to Company Letter
information/material on a CD rom, etc ) you can highlight key points. 'Notle: Alwavs bn cbnpanv letterhead, as there is a chance that this may
Eirample (l) beconiT-lesal docuneit if the complaint goes uncorrccted and/or has
-'l ,. ---.--...
ramificationi that ntay impact upon youl' company.
I am extemely p eased to send you the enclosed resume, wh ch I know you w ll iind meeis Iam wril ng 10 yo! on behali of o!r Produclon Manager Bill Spear in fegard to the problem
a I your requrrements. of defective wdgels recerved from Vourcompanv on oec Sth oi lhs year

Iwould be most interested in working w th one of ihe pre-eminent companies n the tield, as yo! have been iniarmed on sevefal occasons. lhey arrived at our plant over a weeK lale
and I know my exper ence and expertise wou d be a great asset to you and nadamagedcondton

Unless we receive rep acemenls ior this shipment wthir 5 (i ve) work ng davs ol receipl 01
'As you wil see ffom the enc osed...l h s leter we w i be iorced lo take iudher aclon
"l feit you were more than desetu ng of the Ffallner Award in 1 9981
Since th s de ay comb ned w th lh condil on oi the wdgels calsed us to lose an m
portanl

I ook foeard io hearing lrom you in the near fulure so that we may gel logether and sale. lee resl tulion most be made by yolr company I expecl 10 hear iiom vou w lh n
5 (five) wok ng days oi rece p1 oi this ener so thal we mav d sclss a ia r resolllon 'r]h s
d scuss the mater in greater detail.
mafter.
--
- -\r
I am extremely pleased to send you the en-closed resume'
1. Alwavs open wilh a statement of what the cover letter is covering. I am writing to you on behalf of our Production Manager. Bill
Ilansweriig an ad. open \ ilh a \arianl on: Spear in relard-to the problem of-.defective widgets received
"ln reqards to voirr ad in today's paper for an (repeat exact frbm your company on Dec. 8th of this year'
wording of adt. Then "l am eitreinely.."' 1. Comoinie: have liieraichies. Departments hare certain rerponsibilities. The
.... whic.-h I kndw you will find meets all your requirements. will. often. be differ'ent lrom Lhe person who suffered fie problem
persoh t,t,ritinq
2. Aside "think,
lrom addine flow ro the opening senlence. rhe ke1 word is knon.' 2. i\eedless rolav, il
the writer is the one directly impacted. lea\e out the
or 'hope.
'lf yoiarent sure. why should the reader be"'
Nerer beliere ohrase "... on behalf of...," etc.
I would be most inteiested in working with one of the 3. State immediatelv the specific problem. Whereas with individual complaints
preeminent companies in the field, and I know my experience (be1ow) it is nicessaiy to establish one's position' in- cross-company
and expertise would be a great asset to you.. complaints, your position vis-a-vis the other coinpany should be in place'
3. In the eiample we are general.In the letter you would, of course, name the As you ha've b'een informed on several obcasions, they arrived
comoanv and the area of your experience and expertise at our plant over a week late and in a damaged condition.
4. Do riot go into the details of the experience/expeitise. Let the resume do it' 4. Nor,r qo'into greater detail as lo lhe specif ics of the problem.
A goodiule of thumb: If you f ind yriurself writing s-omething like: 5. As v"ou have"been...'The formal letier is almost always a last resort. Tt is
"A! you will see from the enblosed...." STOP! lf they're going to incoiceivable that Bill Spear hasn't complained about the problem pre''riousl1. .
see it, let them! 6. In any event, assume this to be the case and, unless this becomes a tull legal
5. You ran embellish \ou may have of the company
on anv knouledge -l proceedinq. 1ou need not document 5uch prior conlact.
a. F.g. after "...pre-emineni .ompany.l felt 5ou were mote than deserving ol Unless rrile receive replacements foi this shipment within 5 (five)
the Faffner Award in 998.' 1
working days of rec6ipt of this letter, we will be lorced to take
b. Companies, like people. lo\e to hear praise
further action.
I lookiorward tci hdaring from you in the near future so that we
may get together and dlscuss ihe matter in qreater detail.
Since this delay, combined with the condition of the widgets,
YoutvE saidl.vhat you needed to say. You've enClosed your strength (the
caused us to lose an important sale, I feel restitution must be
6. made by your company. I expect to hear from you within 5 (five)
res-ume:.etc. ). c lose pol irely.
workind days ol receipt of this letter so that we may dlscuss a
Example (2) fair resolution of this matter.
7. This is the "action" statement.
a. What rou rav here depends on the resulls )ou \4anl.
We are exteme y p eased to send you the enc osed Barohads 2001 catalogue containing U. nma* statda specifit time frame in whic-h to receive those results
a complete listng of a I our study guides.
c. Alwa{s state the iesults you r.lant in dre affirmative, and ur the form of a statement.
Whileweknowyouwilliindmucholinterestthroughout,wespecficallywanttocal your not a'question. Never in"terms such as \A4lat do you plan to do about this?"
anention to pages 31-35, our Science Series, which we ieel wi I be of padicu ar help n Yours iruly,
meetng the needs you have described
8. Brief, succinct, to the Point.
We ookioeard 10 hearing lrom you soon, and to workng wth you in the fuiure 9. This iype of letter is riot the piace for "chit-chat" or mending fences, etc.
s"----------- lndividual Complaint to Company Letter
To Whom ft May Concerri: oiDear Customer Service Manager or
We are extremely pleased to send you the enclosed BarCharts 2001
catalogue, contdining a complete listing of all our study guides. f- Dear Cuslomef Service Manaaer:
_

l. Similairo the opening ol Example (l) have been a cuslomer oi Neversur Atr nes ior manv vears (Do we arrv on tme"
While we kn<iw ydu will firid much of interest throu^ghout' we
I
Wele Nevefsure! )
soecificallv wani to call your attention to pages 31-35, our 'd\edwd/ bee pr66 eo4 /oute (eDr0'6 'e'
p d d-' e p o'-e_ded ou
S'cience S-eries. which w6 feel will be of particular help in to manv oi mY irends and co leagles

meetino the needs vou have described. Therefore Vou can imag ne how angrv and dismaved I was atlh appall ng evenls I

2 This tvri of phrase is ihe only relevant change from (1) You either know enco!ntered on i ght 101 7 on Janlary I glh. from Los Ange es lo New York

or have'reason to believe, thaione part ofan extensire mailing is ofmore lh-0"-e{d' eo-'oloeo''A'd O-r' o5- rdonotederr'-:!- A

e p"ssenoq o-e ea dnr e pla_d ro o l_4 opror' -oeo on e\c

interest to vout correspondent. You want them to see the totality of your
'o , I e
^e ' 'l
occas ons when I asked 1or one, I was rldely rebufied and told io be patient
presentatioi, yet not be frustrated in finding that specific section. The Dlane dd linallv lake otr. Upon arival n NewYork l wenl lo clam my baggage

We look foiward to hearing from you soon, and to working with which did nol atrive lor more lhan 35 min ules aner mv arr va al baggage c arm When my
baa I nallv came down, il was in a r pped and iillhy condition mmedialey comp a rd
vou in the future. an; was acclsed oi kv ns 10 file a rase damage caim Your emplovees made il cearlh't
they thought had boarded the pane wilh uggage n lhls sotry slate, and was merery
3. Aeain, don't overload the cover letter. Let the enclosure speak tryngto mrk thecompanvlor new uggage

I have subm ned a cam lorlhe damaqe don to my uggage, and expecl t to be honored
completely and quickly Lj have not heard irom yo!r company regardiig ths wilh n 30
davs ofth s maling, I shal be iorcd 10 take i!ilher approprale measures

Dear Mr.(Ms.) Name of Senior Officer:

A. Most e-mail formats appear in memo form (i e. "to'. "From" etc.).
This is due to necessitie's of the system. The e mail, itself, need not
conform to the above and can be any type of correspondence one
chooses, from a memo to a formal letter, etc.
B. Most e-mails have a reply box that most respondees.will
automatically use.. The'e-hail reply address received by the recipient
is not necessarilv the address of lhe sender.
C.There are no "eiclosures" (encl.) in e-mai1. Rather' there are
"attachments," which are the same thing.
l. Salutationi are'listed in ascendingorder ofwhom to address for best results
2. $r. iompanies treat every comiplaint seriou:ly. Some do not. Therefbre it
is besl to aildress the letterio the most likell source oI action
u.-ti you know lhe name and addresr ol a maicir corporate officer' herhe uill be
more likelr lo qet a(lion for you than an oreiworkeil louer emplo;ee'
b. lf rhat i' not poisible. ger youi letrer to the appropriate deparlmenl head or vou ri\k
it being lost in the labl rinth oI corpotate \tructure
I have Seen a custdmer of Neversure Airlines for many years ("Do
we arrive on time? We're Neversure!")'
3. Two important points are made in this statement.
v
COMPLAINT LETTERS
E( a. Mention of the name of the company. along with its slogan, reinforces what
will follow.
b. Unlike the company letter (see: pterious page). the individual is not known
'T to the companv, so'identificatiori as a lone-tFrm customer adds weisht.
,;ll|, I have alwayd been pleased with your exceptional servi6e, and
have recommended you to many of my friends and colleagues.
'iI 4. Further "identification" of the writer.
5. Explanation of why he/she has used service (product).
6. Hii/her displeasure has ramifications ("... frii'nds and colleagues.")
.i,0 Therefore you can imagine how angry and dismay6d I was at
the appalling events I encountered on flight 1017 on January
r{ 7.
19th, from Los Angeles to New York.
Gets to the reason for the letter in stronq terms conveving one's emotions.
8. Set: up the specifics surrounding, comp-lainr.
The plane ivas scheduled to leave LAX at 10 a.m. (PST). lt did
l, not leave until 12:45. At no time were passengers offered any
explanation for the delay. Indeed, on several obcasions when-l
asked for one, I was rudely rebuffed and told to "be patient."
The plane did, finally, take off. Upon arrival in New York, I went
ia to claim my baggage, which did not arrive for more than 35
minutes after my arrival at baggage claim. When my bag finally
I came down, it was in a ripped and filthy condition. I immediately
complained and was accused of trying to file a false damag6
claim! Your employees made it clear ihat they thought I hed
boarded the plane with luggage in this sorry state, and was
merely trying to "milk" the company for new luggage.
9. Do not hold back on anv aspect of the complaint that is valid.
laric l 10.Key descriptive words, stich as (in theii appropriate place) "rudely
To: rebuffed," "immediately,' 'made it clear," heiqfiien the situation.
However, do not go offon tanqents such as "I hive never been treated this
way," or "l am an upstanding citizen who has never had so much as a
parking ticket." This self-justification is both time-consuming and
irrelevant. If one feels a companv is at fault, it does not matter if the fault
befalis the Pope or Jack the Ripp"er. There is no mitigation of responsibility
(or enhanced responsibility) based on the character of the customer.
I have submitted d claim for the damage done to my luggage,
t 11.
and lexpect it to be honored completely and quickly. lf I have not
heard from your company regarding this within 30 days of this
mailing, I shall be forced to take further appropriate measures.
This is the action statement:
E. Since you will probably be unaware ofall company procedures regarding such a
matter, it is unwise to Dirt too restrictive a burden ori thern for full sa'iisfacti"on. You
u can, however, give thdm a deadline for some appropriate response.
1 2. Enclose copibs of any materials vou feel arb relevant such as ticket stubs.
.[ claim check:. erc.
In short, the bulk of the letter (statement of complaint, expectations of
0 results) is similar lo lhe company lerter. The major difference is in rhe
t introduction, which tells the recipient who you are.
Job Performance Complaint Letter
A. Usually in memo form and interoffice, even if emplovee is at another
laric l locat10n.
B. Copied to appropriate personnel, but kept confidential from all others.
C. Cohtain all ieiev'ant coinplaints, but only those for which you have a firm
basls of knowledge. Foi example, a phrase such as: 'You spend far too
much lime rhinkiig about non'iob reiated business is rneak. You cannot
know what someoie else is thinking. However "You appear to spend too
much time..." is o.k.. if based on o6servations.
Contdenlial
Recently a number of matters have come lo our attention that we feel have a serious mpaci
on your job performance and the performance of the company.
They are as fo lows:
LYou have on more than one occasion arrived more than 10 minutes late for work.
2 You have taken wel over your a lolled hour lor lunch on numeTous occas ons
3.Yourwork has on one oT moTe occasons, been ale, incomp ele, and sloppy.
4.You hav been r!de to fellow emp oyees and cusiomers.
5.You have kept others lrom their assigned tasks through disruptve or counleF
produclrve behavior.
ll these maners aren't addressed and cotrected mmediate y, we w I have io take
luilher aclion.
Ithink we should meet and discuss th s in-depth Ca I me to sel up an appointment at
your eail esi conven ence
{ feel th s to be a reversal of company pol cy and a threat to lheir own securily and
7 Confidential
''g 1. The memo (or mailing) is confidential . State this for the record.
Recently, a numbel of matters have come to our attention that
we feel have a serious impact on your job performance and the
Lfi performance of the company.
2. This memo will have a negative impact on the employee, and his/her
relationship with the companv
3. The tone oTthe memo wiil eiiher reinforce or mitiqate that negativity.
4. Neither result is, in and of itself, either good or 6ad. It depdnds oir the
{ 5.
result you want.
The severity of the infractions and (tentative) conclusions drawn from
them (see: next colwnn) dictate tone.
6. In the opening, we have chosen a brisk, no-nonsense, corporate opening.
7. This could be softened by, for example, use of the employee s name (Marv;
_Recentlyanumberof...),indbythep'ersonal I,"insteadofihecorporare"we."
They aie as follows:
1. You have on more than one occasion arrived more than 10
minutes late for work.
2. You have taken well over your allotted hour for lunch on
numerous occasions.
3. Your work has, on one or more occasions, been late, incomplete,
and sloppy.
4. You have been rude to fellow employees and customers.
5. You have kept others from their assigned tasks through
disruptive or counterproductive behavior.
8. The body of the memo should, and must, cover all of the problems to
document the toralitr of lour complainr. wirhour going into such:pecific
detail as to make the memo unwieidy or seem eithler dore importairt than
it is ( excessive length adds import), or less so (too general a statement;
lou haren-t been pirlorming up ro par. makes it seeh less imponanlJ.
Note: You ;hould mainrain. in your files. a full accounting ofeaih charge.
includinp as mdny nanps, dires, ctc., a\ possible. I fris is for ofliiial
records," for use" in discussion with the enplovee. and/or to iustifv
subsequent actions.
lf these matters aren't addressed and corrected immediately,
we will have to take further action.
9. This is the penultimate conclusion to the memo which, in the above, is left vague.
l0.Thiscanvarytothestronger "lfthesematters...immediately.itcan(will)
result in yciur dismissal-(reassignment)." or "If these matters aren't
resolved by the end of work on Friday, Aug. 19th we will be forced to ask
for your resignation. etc.
1 1 . It can also be weaker, e.g. " Please try to see what you can do about this."
Ithink we should meet and disiuss this in-depth. Call me to set
up an appointment at your earliest convenience.
12. You must offer the emplovee an opportunitv to both hear the details of the
complaint(s), and respbnd ro lheni.'
13 Thisis true even ifyou both know they are valid.
I 4. fhis tan also be strenpthened to:
I will meet with you on Thursday, August 18th at 4 P.M. to
discuss this.
15.If you have already met with the employee on these same matters, this step
cair be isnored. Bitt that must be addrissed in the memo.
We have discussed this on numerous occasions and see no
reason to rehash it ( No signature),
16.But, again in keeping with the tone you wish to set, you can lighten that
tone wlth a personal ?arker." or strensthen it with a foimal "ParkEr Plaise."
Employee Complaint Letter
A. This may be the trickiest letter of all to write.
B. You wait to express vourself in the stronsest terms to achieve the result
desired.
C.Yors do notwant to ruffle feathers to make an enemy within the company.
D. You do not want to lose yourjob, or have your employers think yoir aie
E.
looking to leave, if this is not"the case.
If
direc-ting a complaint to immediate supervisors or within your own
peneral oificerdistiict area. a memo is oreierable.
F. IT, however, you are employed within, say, a branch of a large
national/multinational corpoiation, and feel the need to direct"a
complaint to a CEO or other(s) at an office outside your own, a formal
letter should be used.
1. Always a last resort, after all other avenues ofredress are closed.
G. Memo/Formal Letter Opening.
Dear Ms Antropi
I have been an office manager wilh MercuUo Inc for over three years and va ue thal
exper ence high y. I have grown with lhe company, and s ncere y hope to conlinue to do
so rcr many years ro come
In a I that trme. I have been proud ol the organ zat on and ol the pail have played in its
success. However, in recent weeks I have seen certain fends and polic es developing
wh ch I feel are detrimental both to my own posilion, and the tuture of the company. as
we L As you are aware, it has been the pol cy ol our company to promote managers
lrom within. Personally, I began as a c erk was promoled io secretary, then assisiant
manager, and then to my clrenl posit on of otlice manageT. I did so due to my own
abi it es and hard work and, especially, thanks to the company's recogn tion ol same.
ndeed, t js thal recogn tion thal has been the mainslay ol both my own oyalty and that
ol many oi my tel ow emp oyees.
Recenl y. however, was passed over ior a promot on, when my d str ci manager hired
someone Irom oulside ol our organizalion lo i I thls post. Of course, fell persona ly
betayed because believe I had proven myself wodhy of the posilion due to
my job periormance and because had be6n ed to believe lhat the posiiion would be
mine by lhat very same distict manager. L4oreover, I have reason to belleve that othefs
advancement ootent a.
I hasten to add. that I have absolutely no quesllon about the abi ity or pfofessional sm of
the person h red lor the posilion. A though I know very I tt e about him al this t me, am
sure he meels the h ghest slandards. Nor, do I be ieve, as others have suggested, thal
he was hired because he is lhe son oi a long time fr end of the district manager
m sure he was h red on h s meril, and in a dilferenl situaiion wolld prove a valued
employee 10 this, or any other. company. However, in this nslance. I cannol help but feel
that this matter f noi addressed lmmediately, wi I have a detimenla eifecl on lhe
company as a whole. and poss bly on my perlormance in particu ar.
As I said at lhe outsel. love this company I love work ng for t I would hate lo see
anything weaken that feeling, as i know you would. I hope lo be ab e to talk wrth Vou n
the near future 10 discuss a reso ulron 10 the problem. belore it is too late to make th nos
righlforalconcerned.
5 nceTe v
 Dear Bob/Dear Ms. Antropi
l. This is a formal, serious, message. Whether in memo or letter form. it should There are several different formats that are acceptable. Your organization n
ooen fbrmallv have a preferred format that should be adhered to. Otherwise, any of
I have been-an office manager with Mercutio, Inc. for over three years following are acceptable.
and valuelhat experience highly. I have grown with the compani, and
sincerely hope to continue to do so for many years to come. Full-Blocked Letter
2. hnmediately state" for the record your basic credentials (time within All written parts ofthe letter are flush left (except any preprinted letterhead)
organizatiolr, title. etc.) and that yori expect to remain within the organization.
3. This allows the recipient to rcad the complaint r.vithout expecting it to be a letter
Return Address /l/ro
of resignation or without fonning an intention of removing the complainant. Date
In all that time, I have been proud of the organization and of the part
I have played in its success. lnside Address
4. Reinforcement of above. ATTENTION /L.1P.S/
However, in recent weeks I have seen ceriain trends and policies
developing which I feel are detrimental both to my own position, and Salutation.
the future of the company, as well. Re:
5. Introduction ofthe complaint. Ties what follows to a pcrsonal concern, and one
that irnpaets be1 ond :el f-intcrest. Body (Parugraphs are not
As you are aware, it has been the policy of our company to promote fudentecl, but separated b1'
managers from within. Personally, I began as a clerk, was piomoted double spacing.)
to secretary, lhen assistant manager, and then to my current Closing
position of office manager. ldid so due lo my own abilitiegand hard tt4.h\l),$^,
work and, especially, thanks to the company's recognition of same. Witten Signature
Indeed, it is that recognition that has been the mainstay of both my Typed Signature
own loyalty and that of many of my fellow employees.
6. Introduction ofthe specific problem on a personal and company level. Writer r actual \'pist (iilitiqls) /
Recently, however, I was passed over for a promotion, when my Enci
district manager hired someone from outside of our organization t6
fill this post. CC/
7. The ostensible problem. Blocked Letter (Modified Blocked)
Of coqrse, I felt personally betrayed because I believe I had proven
myself worthy of the position due to my job performance, and As above except Date and Signature lines are centered on the page
because I had been led to believe that the position would be mine by Return Address
that very same district manager.
8. The real problem. Date
Moreover, I have reason to believe that others feel this to be a Inside Address
reversal of company policy and a threat to their own security and
advancement potential. ATTENTION
9. Again, tie your personal problem into the big picture ifpossible. Salutation
1 0. Do not, however, mention the specifics (nanres. etc. ) of other people within the

ggmpany u''ho may agree/disagree with your position. This is your problem.
z I haste,n to add, that I have absolutely no question about the ability
or professionalism of the person hired for the position. Although-l Written Signature /A/"Dl M",---_
ru know very little about him at this time, I am sure he meets the Typed Signiture
highest standards.
II . This is a moral, and montle, complaint. Keep it above personalities. Writer / actual typist
12. You may have to work with this person after all. Encl. . CC
13.I1^howeveryoufeelthatyour/ohavesufficientlysuperiorskillstomake this
an lssue. use ltl
"... highest standards, even though he has just graduated from Semi-Blocked Letter (Modified Block w/ indented paragraphs)
i( college; has never worked in our field; or, indeed, held any position As above, except each paragraph is set offnot only by double-spacing, but
of responsibility in the past." indentation of5 or 10 snaces.
This is known as the positive-negative. By listing the deficiencies or negative A. This was tfte standard for a// writing when handwritten materral was preval,
attributes of your rival as things you I'ould never consider. you put yourself above
the fiay. u'hile getting the information out, anyn'ay.
and typing was, by current standards. primitive.
Nor, do I believe, as others have suggested, that he was hired B. Today, when computers are the norm. and typewriters are state of the afi..
because he is the son of a longtime friend of the district manager. differentiation between paragraphs can be made clear without t
I More of the same
4. contrivance. Nevertheless, many people still adhere to it for comfort
l'm sure he was hired on his merit, and in a different situation would tradition.
prove a valued employee to this, or any other, company.
15. But... (" ...in a cliftbrent situation...") Square Letter
However, in this instance, I cannot help but feel that this matter, if A. Used onlr, to conserve snace.
not addressed immediately, will have a detrimental effect on the B. Same as'Full-Blocked except: Date appears on same line as start of ins
company as a whole, and possibly on my performance in particular. address (Flush right). and Reflinit., encl. appear on same line(s) as tyg
16. Remember, unless you are committed to the idea that you will leave unless the signature/ tit1e.
rnatrer i. re\ol\ed in lour favor. keep lour options open.
As I said at the outset, I love this company. I love working for it. I
would hate to see anything weaken that feeling, as I know you Return Address
would. I hope to be able to talk with you in the near future to discuss hside Address
a resolution of the problem, before it is too late to make things right
for all concerned. ATTENTION \ i;:;!iii;'
17. Keep the options open. Make the "threat" real. SrlutarionL ......
Sincerely
RF L
I 8. Better than:
''Yours trulv." becarrse vou are sincere.
Closine ^A \ /
s rrten JtgnJture I-'l ntrut 144.--- Writer '1 t)?ist . Enc

{ NOTE: Th s Oltctslrdfchan s an outl ine oi basic Business Letter wr ting

pincipes Dle lo ls condnsed natlre. we recommend yo! use I as a gLide.
bli nol as a.eplacemenl for expen. n-depth advice.
free downloads & tweo SlgraRue . lltLe f cc'

7 All rightreserved.\.Nnf rhilorbliurn).mrl bereFrodu.cd ormDnn[.d n

M! lnil r, by ant ncaili..l.rnin. r. nkfuricxl. tri.[din! phororof!
rr..rdnrg or a.J ,ito.nflnlr dorns: rnd rdri.\r svr.ni
quickstudy.com
-.P,I PRICE: U.S. $5.95 CAN S8.95 Simplified Letter
||l A. Essentially a cross between a letter and a memo (q.v), generally used to

I
CREDITSI
Author; Steven l\,4. Berner convey sense ofspee4 ugency. etc.
Layout & Design: Andre D. Brisson B. Uses Fu1l-B1ock style but:
l. No Salutation.
0 ISBN-11 : 3?8-1,5?Pd-518-l i.rnt
2. Requires a "Regarding" line (ALL CAPS). but does not state "Re."
ISBN-1,[ : ],5?EEE5l,B-1, 3. No Closing t"Sincerely"tor urinen .ignarure.
,+. PRINTED SIGNATURE, TITLE (Al1 Caps) required.
{ Note: In all o/ the nbrne. uny direct qnotations, lists, or.similar material should
inclented to set thent opert. Typing this muterial in .fill-blocked Jbrn u,ill hishliCht it b,
,lllJ|lt|!illUU|||lli|]ll rfrrirrirfiilr However, in the case of quototions, one cun al.\o enter them us ther appear in the origir