Summary: Even though most forms of communications have become digital, letters are still beneficial and necessary in certain situations. Letters provide a permanent record, safeguard confidentiality, covey formality and sensitivity, and delivers persuasive, well-considered messages. The chapter also gives an example of how to format a business letter. The chapter discusses how to write a request message and how the response should be crafted. There are also instruction messages that lay out how a task is to be completed. There is even a section for direct claims and complaints and how that e-mail or letter should be drafted. In any case, it is important to be concise, direct, and to watch your tone. There is also a need for adjustment messages; basically, if something was sent out wrong it is proper etiquette to go back and fix the mistake. Being upfront and honest is the key to any message. Confidence is also key, but more importantly, the person who is on the receiving end of the message is also important, so taking the audience into consideration is an important element in crafting the proper message. There are also goodwill messages, which are more intimate and require a bit more sympathy and sensitivity. For goodwill messages, it is better to send out a handwritten or typed letter rather than an email.
Comment: The chapter made a good point in mentioning that most of the world is digitalized, and because of this letters have become a thing of the past. It is good to see how different letters should be drafted and when they should be sent. I was aware that letters were appropriate for saying thank you or sending out condolences, but the thought never crossed my mind that letters are beneficial as reference materials. It does make sense that they would also be used for confidential information since emails are often sent out through multiple channels. At least with a letter, there are fewer copies going around and it has one specific receiver that can have access to it.
Question: In the event that a matter requires a letter to be sent out, but the matter is time-sensitive would an e-mail suffice, or should that letter still be sent?
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