Unit - 4

Business Correspondence (Letter writing)

4.1 Principles

Meaning of business letter

Business people need to communicate with the purchasers, the suppliers, the debtors, the creditors, the public authorities and therefore the public at large also as among themselves for the aim of exchanging their views and of sending and receiving information. This is often required to initiate, perform and to conclude transactions.

Communication is often in two ways:

(1) Oral:

Either face to face or with the assistance of various machines and

(2) Written:

By writing letter

This written communication is otherwise called correspondence. The word correspondence features a sense of ‘similarity’ and ‘association’ in it. To correspond means to be in conformity or agreement with something or somebody.

Correspondence or written communication may happen between any two persons or parties. Commercial correspondence means correspondence by the business people on matters of commerce.

The word correspondence features a sense of plurality. It means letters or a pair of letters consisting of an ingenious letter followed by a reply. ‘A’ letter has little value. The communication is complete when a letter is replied or an action is taken in response to a letter.

Importance of a Business Letter

1. Promotional Function: By promoting new products and providing better services to business organizations, improving and enhancing the quality of their products. Customers should be informed through these developments. Business organizations have to expand their market by tapping new areas. All-round expansion is possible only if the organization continues to be well-informed by letters to those people and letters promoting them.
2. Informational work: Business letters provide valuable data about previous policies, transactions and all other activities of the organization. Modern businesses cannot depend on memory like the old days. If they are available then the letters are ready reference. New policies can be developed by studying earlier. Not only is it necessary to maintain good correspondence, but it is also more necessary to make them available in the files.
3. Legal work: Business letters can provide evidence in legal disputes, if any, which is in a transaction. They are useful as legal documents in quotes and offers.
4. Goodwill work: Business letters promote goodwill among business parties that trade. They make a good rapport between the parties in business transactions.
5. Convey information: The fundamental reason for any business letter is to pass on information in regards to practice business exercises. Information can be transmitted through the business letter to clients, providers, indebted individuals, government experts, monetary organizations, bank, and insurance agencies and to any different gatherings related to the business.
6. Conclude exchange: One of the particular functions of a business letter is to finish up an exchange. In finished exchanges business letter are as often as possible utilized.
7. Creation of markets: Business letter are particularly significant for creating interest for new products and services and market creation.
8. Creation of generosity: In this electronic period, messages can be sent inside a couple of moments through electronic media however a very much beautified business letter has its own significance in creating a positive picture of the company.

Features of business letters

1. Knowing What to Say:

Nothing is more harmful to good communication than muddle-headedness resulting in not being able to make one's point. Before writing a letter, one should be sure of what one wants to say and accordingly one should be in command of all the necessary facts and information arranged logically and systematically.

2.  Clarity:

Knowing what one wants to say is not enough unless one says it in as clear a Language as possible. Here comes the importance of the right word and the right expression put in a sentence constructed neatly and with precision. It should, however, be remembered that right words and write expressions become relevant only when they occur in the right place. Thus, emotional and even flowery language may be apposite to a personal Letter but it will be completely out of place in a business letter.

3.  Brevity:

A few generations ago, when man enjoyed unlimited space and time, prolixity in language would not have been unwelcome, at Least in certain kinds of correspondence. In the modern age, however, addition of even one extra word cost time and energy most people will like to avoid. It is all the more the business correspondence. It means that all redundancy, be it a quotation illustration, an elaboration, in short, padding of any kind, must be avoided at all costs.

4. Accuracy:

Avoidance of redundant helps achieve accuracy of statement. For much unwanted language in letters is the direct result of inaccurate and inconsistent thoughts and statements. A little care, particularly habitual revision of what one has written, will go a long way towards making writing accurate.

5. Courtesy:

As remarked earlier, a letter reveals its writer's personality and character. Since there is always a 'you' in every letter, it is necessary that this 'you' or the addressee be shown all the courtesy and respect that language can express. Even when a complaint is lodged or a statement or application rejected, care should be taken that it is couched in polite and civilized language. It is worth remembering that while courtesy costs nothing, there is hardly anything more abrasive than impolite language.

6. Good Looks:

Finally, a letter must be a visual attraction to the reader. It can displease either through wrong spelling and punctuation or bad writing and typing. These are not mattering merely of form as even a well-thought out-letter, rich in ideas and having all the qualities of clarity, brevity, accuracy and courtesy may not only fail to make proper impact on the reader, but may even defeat its purpose by causing him unnecessary annoyance.

Advantages of Business Letter:

Communication through letters occupies the most important share within the total volume of communication due to the subsequent advantages:

(1) Letters are less expensive than other means of communication.

(2) Letters are often sent to long distant places by post within a brief time. Of course, letters could also be sent by messengers within neighbouring areas.

(3) Letters are drafted after proper thinking and planning and so the topic matter are often presented during a systematic and logical way.

(4) The ideas conveyed in letters are clear and free from ambiguity.

(5) The dimensions of a letter may be big or small as needed.

(6) Letters simultaneously provide evidence and exact copies are often retained.

(7) Same communication may-be made to variety of persons at a time, through duplicating or printing.

(8) Many unpleasant and delicate matters which can't be spoken face to face or through mechanical devices are often written in letters during a discreet language.

(9) Letters are suitable for all kinds of communication.

(10) There's standardisation in form and style readily acceptable by the business world. Even internationally accepted code language is employed.

4.2 Elements

COMPONENTS:

A business letter has the subsequent components like all other sort of communication-

A writer or correspondent—

He is that the communicator.

He has the primarily responsibility to form a letter purposeful and effective.

(a) He must know the form and the sort of writing letters. Differing types of letters have different styles. The secretary of an organisation, who is responsible of the office including the correspondence department, is meant to be conversant with the art. There are experienced correspondence clerks whose services are utilised for the aim.

(b) He must have a command over the language and English is that the main language used in the commercial world. (The second internationally accepted language is French.)

(c) He must be conversant with the facts on which he's writing a letter otherwise he cannot faithfully express the facts and therefore the viewpoints.

(d) He must also know the technical terms and phrases necessary to be utilized in particular sorts of letters. He can take the assistance of various types of dictionaries available within the market.

(e) He must make planning before he sets forth to write a letter.

(f) In case he's writing a reply he must read the initiating letter very carefully.

(g) The drafting will depend much upon the character of the recipient.

(2) The Addressee or the Recipient or the Reader:

A letter is usually directed to a recipient (or recipients). He's the communicate or the addressee or the reader. If the letter is unimpressive, the recipient might not read it then not necessarily a recipient is that the reader. The drafting of a letter largely depends on the character of the recipient. Moreover, a letter must reach the recipient, in the shortest possible time. That depends much upon the external factor—the efficiency of the postal system unless a letter is shipped by a messenger. The shape of a letter depends much upon the character of the recipient.

(3) The Message:

A letter carries a message or stimuli. It may be long or short, pleasant and ugly, general or particular, regular or urgent, meant for a private or many, initial or

QUALITIES OF A GOOD BUSINESS LETTER:

1. Clarity:

Clear thinking and simple expression are the 2 important virtues of effective writing. a good letter should show its idea directly and clearly. Each sentence should be as simple as possible. The reader should haven't any difficulty in understanding what the author means to mention. When the reader gets an equivalent meaning from the-message as what the sender intended, it's a good letter.

2. Conciseness:

Transmission of maximum information by using minimum words should be the aim of letter-writing. Unnecessary details and roundabout expressions should be avoided. People are busy and that they receive variety of letters daily. Unless one says quickly what one wishes to mention, he won't be ready to get the attention of the reader and focus it on the message. Therefore, a letter should be simple and brief.

3. Completeness:

The letter should contain all the essential points a reader is predicted to know. For instance , a sales letter should include the outline of the products , price, quality, how and where to shop for , the date of delivery, discounts etc. If it gives only partial information, it's not an entire letter.

4. Correctness:

The correctness demands no error in the least in grammar, idiom, spelling, and punctuation. Besides, the knowledge given within the letter must be accurate; otherwise it'll shake the confidence of the reader. The message shouldn't be transmitted unless the sender is certain of its correctness.

5. Courtesy:

Courtesy means politeness. It always pays to be courteous in business. It softens the sting of an unpleasant piece of information, creates goodwill and produces a favourable response. Goodwill may be a great asset for an organisation and courtesy in correspondence is one among the foremost natural and economical means of building it.

6. Cheerfulness:

There should be no negative approach during a letter. It must begin with a positive and optimistic note. The approach should be friendly and convincing.

7. Promptness:

Promptness in replying a letter is completely necessary. The overall practice is to reply a letter the same day it's received. When it's known that a reply to a letter requires time it's necessary to acknowledge the letter received and intimate the probable time required sending full reply.

8. Appropriateness:

Appropriateness refers to writing or replying letters keeping in mind the relation and psychology of the reader also because the need of the occasion. The tone, style and language should be changed consistent with the occasion.

9. The ‘You’ attitude:

In business letters, the reader’s interest must be emphasised and not the sender s interest. To form letters effective, avoid words like T and “we’ and use as many as ‘you’ as possible. The ‘you attitude’ are often used effectively altogether sorts of business letters.

10. Integral:

The purpose of business communication is to make understanding, create cooperation and initiate constructive action. Therefore, all communication should be in conformity with the overall objectives of the organisation.

PARTS OF A BUSINESS LETTER:

The following parts usually constitute the structure of a business letter:

1. Heading

2. Date

3. Inside Address

4. Attention line

5. Salutation

6. Subject

7. Reference

8. Body

9. Complimentary close

10. Signature

11. Enclosure.

1. Heading:

Many business organisations use printed letter head for business correspondence. The letterhead contains the name, the address, the line of business, telegraphic address, telephone numbers, telex numbers, e-mail address etc.

2. Date:

The date should be indicated within the upper right corner of the letter sheet. It's generally written two or three spaces below the last line of the letterhead.

There are two methods of indicating the date:

(i) In the order of day, month and year — 10 July 1999.

(ii) In the order of month, day and year — July 10, 1999. Both methods are acceptable.

It is advisable to write down the names of the month fully.

3. Inside Address:

The inside address consists of the names and address of the person or firm to whom the letter is written. It’s generally written two spaces above the attention line and two spaces below the extent of date. If there's no attention line it's given above the salutation within the left margin. The complete address, i.e., the name of the person, firm, street, road etc. should be written as indicated in the source you bought the address from. The details shouldn't be abbreviated.

If the letter is addressed to a politician by name write Mr. Or Shri before the name. If the officer is an unmarried woman add Miss and if married Mrs. Or Smt. Before her name.

4. Attention Line:

When a letter is addressed to a company in order that it should reach a specific office by name or a specific department, then attention line is typed below the within address. This line is usually underlined.

5. Salutation:

Salutation means greetings. It shows the respect or affection or politeness which you introduce during a letter. The selection of salutation depends upon the personal relationship between the author and the reader. It's placed two spaces below attention line or two spaces below the within address. While addressing a firm, company or a club, etc. use ‘Dear Sirs’.

6. Subject:

The purpose of subject line is to let the reader know immediately what the message is about. By seeing this the reader can understand at a look what the letter is about. The standard practice is to type this line during a double space between the salutation and the first line of the body.

Dear Sirs,

Subj.: Payment of Bill.

7. Reference:

In a reply to an earlier letter reference numbers, date etc. is also mentioned below the topic. Subject and reference must be separate and must stand out clearly to get the attention of the reader.

8. Body of the letter:

The body is the most vital a part of a letter. The aim of this part is to convey the message and to produce an appropriate response in the reader. It is, therefore, important to organise and arranges the material very carefully.

Generally, the body consists of the following:

(i) Opening paragraph.

(ii) Main paragraph.

(iii) Closing paragraph.

The opening paragraph should be written in such how that it attracts the attention of the reader and makes him go through the letter.

The main paragraph contains the topic matter. It should cover all the relevant points which the author wants to convey. It should be written in simple, clear and unambiguous terms.

The closing paragraph should indicate the expectations, intentions and desires of the sender.

9. Complimentary close:

The complimentary close may be a polite way of ending a letter. It's typed two spaces below the last line of the body of the letter.

10. Signature:

Signature is that the assent of the writer to the subject-matter of the letter. It's placed below the complementary close.

11. Enclosure:

Sometimes, papers like price list, catalogue, draft could also be attached to the letter. This is often indicated after the signature and at the left margin. Generally, the abbreviated form “End.” is typed against which the amount of enclosures is indicated.

4.3 Layout (complete block, modified block, semi-block)

Block Business Letter Format

Block formatting is typically used for the most formal business letters. With the Block format, all written words, from the addresses, salutation, body and closing, are all left justified and single spaced. Each block is separated by a double space.

Sender’s address

Sender’s phone number

Date
RE: (If necessary)

(4 lines down)

Recipients name

Recipients business name

Recipients address

(1 line down)

Attention: Individual who letter is directed to

(1 line down)

Dear Name:

(1 line down)

Body of letter: All paragraphs are to be aligned to the left, typed using single spacing with double spaces between paragraphs.

(1 line down)

Sincerely,

(4 lines down)

Signature

Name

Title

Enclosures:

Cc:

Name

Modified Block Business Letter Format

Modified block formatting is similar to block format, except the date, return address, closing and signature start at the center-line of the letter.

Sender’s name

Sender’s address

(1 line down)

Date

(4 lines down)

Recipient’s place of business

Attention: Individual letter is directed to

Recipient’s business address

(2 lines down)

Dear Name
(2 lines down)

Body of the Letter: All paragraphs are to be aligned to the left, typed using single spacing with double spaces between paragraphs.
(2 lines down)

Sincerely,

(4 lines down)

Signature

Name

Title

Enclosures (if any)

Cc: Name

Name

Semi-Block Business Letter Format

Semi block format is similar to the modified block format. All items are aligned to the left. The only difference is that the start of each paragraph is indented five spaces, with a double space between each section. The semi-block format is known as the least formal style of all three formats and should not be used for important correspondence.

Date
(4 lines down)

Recipient’s name of business
Attention: Individual it’s directed to
Recipients address
(1 line down)

Dear Name:
(1 line down)

Body of Letter: Indent the first line of each paragraph 5 spaces. Paragraphs are single spaced, with double spaces between paragraphs.
(1 line down)

Sincerely,
(4 lines down)

Signature
Enclosures:
cc: Name

4.4 Types (enquiry and replies, order, claim and adjustment)

Enquires and Replies

Enquires letter

Letter of enquiry is one among the foremost important sorts of business letters. When a buyer wishes to urge some information about the number, price, availability etc of products to be bought or about the terms of sale, payment etc he writes a letter of inquiry to the vendor.

Enquiry Letter

ACCORDING TO MORRIS PHILIP et al., “THE LETTER THAT SEEKS INFORMATION CONCERNING THE PRODUCTS AND SERVICES FROM A business is named AN INQUIRY LETTER.”

QUIBLE et al. SAID, “LETTER OF INQUIRY MAY BE A SORT OF BUSINESS MESSAGE THAT ASKS THE RECIPIENT FOR INFORMATION OR ASSISTANCE.”

IN THE OPINION OF R. V. LESIKAR et al., “LETTERS THAT ASKS QUESTIONS OR INFORMATION ABOUT ANYTHING is named INQUIRY LETTER.” BUSINESS COMMUNICATION

ACCORDING TO GARTSIDE, “AN INQUIRY LETTER ASKS INFORMATION LIKE CATALOGUE, QUOTATION, SAMPLE and price OF A PRODUCT FORM A SELLER during a CONCISE AND CLEAR WAY.”

So, we will define the letter of inquiry as a letter sent to the vendor from the potential buyer asking information about the worth , quantity, availability etc of a product and therefore the terms of sale, terms of payment, service etc.

Objectives of enquiry Letter in Business Communication:

Every letter has some certain objectives or motives and inquiry letter isn't an exception. it's written on different occasions for various reason. Inquiry letter is written so as to hold out one among the subsequent objectives bellow-

• To get the worth quotation of specific commodities
• To invite catalog
• To know payment terms
• To know the past records of job applicant
• To know the credit worthiness of a firm or an individual
• To invite folders
• To get recommendation from former employer
• To know the financial strength of a firm or an individual
• To know the business reputation of a firm
• To know the transportation facility provided by the firm
• To obtain information about social station of an individual or a firm
• To evaluate the performance of an individual or a firm
• To study the standard of a product
• To know the supply of an item
• To make request for sample etc.

Types of enquiries Letter in Business Communication

Enquiries could also be of various types supported the target, information sought and therefore the initiatives taken. There are generally four sorts of inquires letter-solicited inquiry, unsolicited inquiry, inquiry for a few favor and routine inquiry letter. These are discussed below-

• Solicited Inquiry: An inquiry made in response to the sellers’ advertisement and publicity is named a solicited inquiry. Actually it's a response by the customer to the advertisement or publicity of a seller.
• Unsolicited Inquiry: An inquiry made at the buyer’s own initiative is named unsolicited inquiry. this sort of inquiry is formed when a buyer wants to understand anything from the vendor.
• Inquiry for a few Favor: An inquiry made not about goods but another information like special price or favorable terms is named inquiry for a few favor.
• Routine Inquiry: An inquiry made by an old or regular buyer within the usual course of action is named routine inquiry. Most of the business inquires fall during this category.

So, we discover that there are differing types of inquires, regardless of the type is that the bottom line of success of an inquiry depends upon how it's written.

SAMPLE

To,

Robert Parkinson

Head of Advertising

Jones Advertising Company

D-45, ground floor , Henry tower, jack lane

Vanilla street-5th avenue

London, UK

Date: 19th April 2014

Subject: Business communication inquiry letter

Dear Mr. Parkinson,

I am Jack Parker, the senior marketing manager at Pablo International Company and that I am scripting this letter to you to form an inquiry about your previous couple of emails to us. I assume there has been confusion in business communication and that I wish to clear it out upfront.

As discussed in our meeting last week, you were alleged to create an advertising plan and proposal for advertising of our brand and its products. In response to the present discussion, you sent us an in depth plan but later, I received a totally new and different plan on email. I replied back to you asking about which one to think about but there was no response. Kindly check out the matter and let me know which decide to consider in order that I can plow ahead and review it.

I hope that you simply will reply soon because our product launch is arising soon,

Thanking you.

Regards,

Jack Parker

Reply to enquiry

Reply must do a sales job. Tell the potential customer what he wants to know, and something more. In giving information you need persuasive skill and good judgment. Present the fact so as to show the customers the benefit of buying the products or services.  You must show the advantage of the product. 

Key takeaways

1. The most common letters in business are buyer’s enquiries about goods and services and sellers’ replies giving information and quotations
2. Courteous request for information, giving its purpose
3. Statement of what is wanted (a list of questions)
4. Request that the information may be given by a certain date and/or indication of business to follow.

Order and their execution

Order letter

An order letter is typically written once you got to assign orders for goods. It's quite common and is written almost on a day to day basis. The language of the letter, however, must be formal and therefore the letter follows a typical format, since the knowledge is extremely specific.

An order letter must pen down the terms and conditions of the acquisition. These benefit both the involved parties. It generally contains details like product specifications, their quantities, a price that the parties have prescribed, the date of delivery, what to try to to just in case there occurs a late delivery, etc.

Tips before Writing an Order Letter:

Before writing the order letter, here are some tips for you:

1. The letter should be very precise, there's no exhortation or casual talking required here.

2. The language should be easy while also being formal.

3. don't make any mistakes within the specifications and quantities.

4. Avoid spelling and grammatical errors.

5. stick with the subject

6. Be polite. you're ordering for goods; you are not ordering the person.

7. Avoid using too many adjectives.

8. Don't use jargons.

9. Don't hesitate to put the order, but do not forget to plan before writing.

Now, I can tell you ways to write down an order letter, since you now know all that you simply needed to understand before writing one.

Elements of the Order Letter:

An order letter needs the subsequent things to be in check:

o Contact information about yourself, the person/company which will supply to you and therefore the date.

o A subject line that helps the recipient to know your purpose directly.

o A salutation, like, if you recognize the name of the vendor, write, “Dear ……………”. If you do not know the name of your seller, simply write “Dear Seller”

o Information about your company; but this is often totally optional. However, this will ensure a long-term relationship. you'll also say a couple of words about your future plans associated with the sale.

o Order details, and by details I mean everything. The model number, color, size, number, etc. Be attentive since they'll send whatever you'll write. If possible, use bullet points or tables. If you're buying different items of various types, describe them in separate paragraphs.

o Mention your payment mode or if you've paid already, mention that next.

o Indicate your preferred delivery method and date.

o Include any special instructions as a neighborhood of the terms and conditions agreed between the parties.

o Tell them that you're going to enjoy future cooperation with them and encourage them to contact if needed.

o Close with “Sincerely”, your signature and name.

The quality of the delivered goods will depend upon your instructions. Not just that, it's literally a legal instrument between yourself and therefore the seller. So watch out for what goes in your order letter and pay an honest deal of attention while drafting one.

Execution

The letter through which the seller informs the customer that the ordered goods have been delivered is called order execution letter. Once seller receives order from customer, he can accept or reject it. The seller must inform whether the order is accepted or rejected to the customer. The seller writes the order execution letter when the he accepts the order and delivers the ordered items. The purpose of writing this letter is to inform the customer about the date of delivery, mode of transportation used, the probable date at which customer will get the shipment and the total price. The invoice is usually enclosed with this letter.

Contents of execution letter

• Reference number of order letter with date
• Name, brands and quality of products
• Quantity of products
• Date of delivery of goods
• Expected date of reaching goods to the buyer’s address
• Nature of packing of goods
• Transportation used for delivering goods
• Total price of the products and
• Expected date and mode of payment

Key takeaways –

1. An order letter is typically written once you got to assign orders for goods
2. The letter through which the seller informs the customer that the ordered goods have been delivered is called order execution letter

Complaints and adjustments

Complaints letter

Definition of complaint letter, meaning of complaint letter, sorts of Complaints Letter. Letters which are written by the purchasers to the sellers about their inconveniences created by some unexpected situations are referred to as complaint letters. However efficient a corporation could also be in running a business, everything doesn't go all the time consistent with plan. there'll be some mistake and a few accidents. Important service are sometimes rendered unsatisfactorily; goods are consigned to wrong destinations, sometimes too late, sometimes in but the specified quantities, sometimes in damaged condition.

Complaint letter 1s..

Letter written to bring these mistakes to the notice of these who must own the responsibilities for them are called claim or complaint letters. So, when a letter is written to the vendor by the customer raising complaints or claims regarding mistakes taken place during the order to payment period is named a claim or complaint letter.

Business complaint letter is written by customers who aren't satisfied by the amount of consumer services provided. If you are feeling that your supplier is dishonest about the products they deliver to you, whether in terms of content or pricing, you'll write them a customer complaint letter to precise your grievances. don't forget to say that there'll be consequences should they fail to deal with the difficulty in question.

Adjustment letters

Adjustment Letter is response letter to customer complaint or claim. it's official in nature and explains the relevancy of the complaint or claim and the way it are often resolved.

Adjustment Letter Definition

A sort of letter addressed in response to a customer's claim or complaint letter, written by a representative of an organisation or a gaggle

Because of the client-vendor relation, a letter of adjustment also acts as a legal instrument demonstrating the small print of the correspondence and therefore the resolution or dissolution the between the 2 parties. A letter of adjustment doesn’t mean that your complaint or claim are going to be accepted. It notifies the sender that their claim or complaint letter has been received. It depends upon the validity of your claim that a letter of adjustment will contain conformity of its mistake and its rectification.

Adjustment letters are meant to resolve a conflict that's why they're referred to as such. Letters of adjustment also are referred as Claim Adjustment Letters, Complaint Response Letters, Customer Complaint Reply, Letter of Complaint Response, Letter of response to Complaint and similar other terms. A letter of adjustment deals with all kinds of claims and complaints; defective product, poor service, goods not delivered, shipment arriving late, salary not received et al.

Bangladesh Textiles Mills Ltd.

Narayangong, Dhaka

10th Feb. 04

Marketing Manger

Bexi-Clothes Corner

South Plaza,

Dhaka-1215.

Ref: Your letter dated 5th Feb. 04.

Dear Sir,

We thank you. For your letter of 5th Feb. 04 along with/ sample of cloth for examination.

The report that we have received just today shows that the consignment forwarded to you was the wrong one full of defective clothes. It was a mistake because of our dispatch section and we regret this mistake which has caused you both embarrassment and inconvenience. We have already sent the replacement by passenger train. You can be sure of the quality of cloth now sent.

You can, of course, return the clothes to us and debit our account for the loss caused to you. We again regret the inconvenience to you and assure you that such mistakes will be avoided in future.

Yours faithfully

M. Ashraf

Sales Manager

Banagladesh Textile Mills Ltd.

Adjustment letter example 2

Adjustment letter template 3

Key takeaways –

Letter written to bring these mistakes to the notice of these who must own the responsibilities for them are called claim or complaint letters

References:

1. Communication Skills by Sanjay Kumar and Pushpa Lata, Oxford University Press.

2. Business Communication by Meenakshi Raman and Prakash Singh, Oxford University Press.

3. Technical Communication by Meenakshi Raman and Sangeeta Sharma, OUP.