【正文】 internal correspondence (the messages you write to colleagues)external correspondence (the messages you write to customers).However, when you write to colleagues or customers, you can use a variety of documents.Do you know which types of documents you can use when you write to colleagues? And which types you can send to customers?For internal correspondence, you can use , fax and memo. For external correspondence, you can use , fax and letter. The way you organise the content of most s, faxes, letters and memos is similar. However, the format or layout of these documents is different. Can you recognise the formats of the documents you write?Below, you will see samples of four documents. MemoFax wear. However, on any day that you do meet people from outside the pany, please ensure you are dressed in a businesslike manner.Please adopt the new dress code from 1 September. If you have any questions, please call Annie Wong on 2344 7765.Answers: Paragraph1: backgroundParagraph2: writer’s purposeParagraph3: reader’s information Paragraph4: reader’s response Now read through the letter below. Identify the type of content in each of the five paragraphs in the spaces provided.29 May 200X 34D Scenic LaneDiscovery BayLantau IslandDear Ms HuiClassic Visa Card: Annual FeeThank you for your letter of 5 November. In the letter, you mentioned that you had sent a cheque to settle your Visa Card Annual Fee.I would like to explain the situation.We have checked our records carefully. Unfortunately, we have not yet received the cheque, although we are normally very efficient when dealing with ining remittances.Therefore, to help us prepare your new Visa Card, we would be grateful if you could settle the payment immediately.We look forward to hearing from you soon.Yours sincerelyLily TamCustomer Service Manager.Answers:Paragraph1: backgroundParagraph2: writer’s purposeParagraph3: reader’s informationParagraph4: reader’s responseParagraph5: closing marks As you can see, there is only a small difference in the outlines you use when writing to colleagues and customers. When you write to customers, you include a salutation (Dear...) and a plimentary close (Yours sincerely / faithfully).When writing to customers, you always add a polite closing remark. You can also add this remark when writing to colleagues.By now, you should be familiar withthe types of correspondence you writethe types of documents you can usethe basic outline you can usually follow.To learn how to organise a letter to a customer, go to the next screen.Organising: SOFAR StrategySo far, so good? Actually, if you remember that expression SOFAR it39。Dear39。s name, use Dear Sir or Dear Madam. If you do not know if the reader is a man or a woman, use Dear Sir or Madam.OPENING (BACKGROUND)The Opening includes two parts (and usually two paragraphs): the background (referring to previous contact with the reader or introducing a situation)the writer39。S PURPOSE)In the second part of the opening you state the writer39。To: All StaffDate: 20 July 200XFrom: General ManagerReferenceSubject: Dress Codesmartcasual39。d like to invite you to lunch next Thursday.Reader39。s response InviteOrganising: SummaryIn this chapter, you learned how to organize the contents of the documents you write. You learned that, when writing to colleagues or customers, you usually can follow a similar outline.SOFAR can help you remember the basic outline.In the following Summary Exercise, you can use SOFAR to help you arrange the contents of a letter.Well Done!You39。ll look at the next two stages: Draft and Revise. Together, these two stages take the most time. Writing the first draft takes less time than revising. You39。re going to write. In planning, you decides response)ll work through all five stages of the Writing Process. LETTER TO MR PERRY: THE SITUATION The letter you will write is based on the following situation:Situation:Our customer, Mr Robert Perry, deposited a cheque through 39。s account. Solution:Mr Perry needs to ask the drawer to write another cheque, making sure the name is exactly the same as on the account card. Then, the money can be deposited into his account.LETTER TO MR PERRY: THE TASK You are a Customer Relationship Officer. Although there is a standard form to deal with this situation, your manager has asked you to write a letter to Mr Perry, as he is a valued customer. Mr Perry39。 WHY are you writing to Mr Perry? (ie the Writer39。 WHAT does Mr Perry need to know? (ie the Reader39。s Information The name on the cheque needs to match the name on the account card The writer of the cheque needs to issue another cheque with the correct name Remember to always keep your plan with you as your guide. This will ensure that you get the results you want from your writing.LETTER TO MR PERRY: ORGANISING Now that you39。s Response)RemarksLETTER TO MR PERRY: ORGANISING How did you do?Suggested Outline Salutation: Dear Mr PerryOpening: refer to Quick Deposit chequeapologise that cheque cannot be accepted writing to explain situation and suggest solutionFacts: explain that name was misspelled explain that name on cheque needs to match name on account card Action:ask the writer of the cheque to issue another one Remarks:hope information is useful Now that you have pleted your outline, you39。 Don39。 into his Premier account. Unfortunately, the name on the cheque (the bearer39。 Flat 3A, Bayshore Tower, Mary39。 Mr R Pery Name on Account Record:ve now pleted your draft, and you39。Clever ManManager Smart BranchQuestions Also not clear Ms Green could only guess.ve used strategies for all the other stages in the Writing Process. You also can use a strategy fo