DOCUMENT 7 2ND YEARS

WRITING FOR TOURISM

Dipartimento di
Lingue e Letterature Straniere e
Culture Moderne

WRITING FOR TOURISM

Emails p. 3 - 6
Letters p. 7 - 24
Reports p. 25 - 26
Letter Writing Practice
p. 26 - 32
Marking scheme
p. 33

2013 - 2014
SHAN HIRST
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Writing Tasks.
The first thing you should do when you are given a writing task is think:
WHO are you writing to?
What is the PURPOSE of your piece of writing (asking for information, making a
complaint, giving an apology etc)?
What TYPE of text are you writing( a letter a report - an email- a memo )?
How many pieces of INFORMATION should you include?
What STYLE should you use informal, semi-formal? (Remember who you are writing
to)
Writing Checklist.
Content and style.
Is your answer the right length? The short task in your exam will usually tell you the
maximum number of words stick to them! On the other hand, the letter should be just
long enough to include all the required information clearly in a suitable style.
You will lose marks if you dont include all the required content points.
Is everything you say clear?
Is your style appropriate to the question (e.g. formal or informal)?
Is your style consistent (e.g. no informal words and contractions in a formal letter and
no formal phrases or endings in an informal situation)?
Will your writing have the effect you want on your reader? (And would your boss be
happy with it?)
Have you used correct lay-out and does it look professional?
Organisation.
Have you divided your answer into paragraphs? Do they look like paragraphs (e.g.
double space between one and the other)?
Does each paragraph have ONE main idea which is appropriate to what you are
writing?
Are the paragraphs in a logical order?
Have you used linking expressions to connect the ideas between the paragraphs (e.g.
However, In addition etc)?
Language.
Have you made sure your language is correct?
Have you included a range of grammatical structures?
Have you used a range of vocabulary and is your vocabulary specific (e.g. to make an
appointment/ complaint, to contact suppliers, to complain about something etc)?
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Have you used time expressions appropriately (e.g. when, after, as soon as I do
something not future tense)?
Is your handwriting easy to read?
Are your spelling and punctuation correct?
Have you checked for mistakes which you typically often make?
E-MAILS
I. FORMAL / INFORMAL

Match these excerpts so that they make 2 separate emails.

1.
A. Thank you very much for your email of 10 November. I was delighted to hear about your
visit to this country. I am writing to invite you to attend our conference.
B. It was great to hear from you and Im really pleased youre coming to visit us. I hope youll
stay with us Weve got loads of room.
2.
A. Why dont you give me a ring when you get here?
B. May I suggest that you phone me upon arrival?
3.
A. I look forward to meeting you.
B. Im really looking forward to seeing you again.
4.
A. If you need further information please dont hesitate to contact me.
B. Let me know if theres anything else youd like to know.
5.
A. Best regards.
B. Talk soon.

II. BEGINNING & ENDING.

1. Which of these is appropriate to finish an email?
a. Best.
g. Love

b. Thanks c. Kisses
d. Yours faithfully
h. C U L8R i. Sincerely

e. Bye for now

f. Regards

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2. Which of these is appropriate to tell the reader what the email is about?
a. Subject: b. Object: c. Re:
d. Complaint
e. Response to the invitation f.
Apologise for the impossibility to come to the studio opening. g. Apology
III. MODALS IN E-MAILS.
Choose the correct word.
1. That shall / should be possible.
2. Can / Shall you give me some product information ?
3. Do you think you could / would send me some more details please?
4. I will / would appreciate your suggestions.
5. Let me know what time would / should suit you best.
6. I will / would be grateful if you could / should give me some information about
7. We should / would be prepared to give you a discount if
8. That might / would be possible. Let me get in touch with my boss.
9. Im sorry we couldnt / wouldnt use your agency for the advertising this year.
10. How do you think we shall / should deal with this?
11. I think we need to have / would have second thoughts about this.
12. I could / can assure you that we have always had good feedback about our services.

IV. EDITING E-MAILS.

Correct the mistake(s) in each sentence.

Im sorry I havent contacted you for ages, but I been really busy.
If you require any further informations, please do not hesitate to contact me.
Im afraid but we havent received your payment yet.
I look forward to meet you next week.
I will be grateful if you could send me some clarification about this.
It will be better for me if we fix the appointment for early afternoon rather the morning.
I am totally agree with you on this point.
We will provide for the lunch and transport.
At the meeting we will discuss on the following points.
I would know something about your plans for the launch in the Spring.

Add the missing word in each phrase below.

1. If you like any more details, just let me know.
2. I look forward to hearing you soon.
3. With reference your enquiry, Ive attached the information you need.
4. I would appreciate if you could get back to me on this.
5. What time would convenient for you?
6. We are writing to inform that
7. We are able confirm that
8. I apologise the delay in your order.
9. You only sent 100 units instead 150.
10. I regret inconvenience we caused.

V. COMPLAINTS VIA E-MAIL.

Complete the emails of complaint with words from the box below.
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1. I am writing to express my strong . with the goods which were . today.
2. I am writing to . about the .. of the dress which I bought from your
catalogue.
3. I am writing in .. with the poor service and negative of your
holiday reps.
4. Amazingly, my order has still not been , despite 3 phone calls to say that it is needed
.. .
5. I expect a full . , or else I will be forced to take the matter
6. .. the goods arrive by Friday, I am afraid we will have to .. the order.
7. I would it if the damaged goods could be by return of post.
8. I think that I should be . to a .
complain
appreciate

dissatisfaction
delivered entitled
received
quality
connection replaced
attitude
cancel
urgently

refund
unless
replacement

further

Complete these typical phrases.

To write in co. with something.
To need something ur.
To express strong dis with something.
To demand an immediate re..
To take the matter f
To cause somebody great inc.
Complete these sentences.
1. You only sent 3 books instead
2. You only sent 3 books in spite of ..
3. Even though I paid for 4 books, .
4. I paid for 4 books;
5. I paid for 4 books,

VI. APOLOGIES.
Complete these typical phrases.
1. Please accept my ..
2. I can assure you that .
3. I apologise again
4. We are sending you a small gift ..
5. Ill look into the matter urgently and .
6. Thank you for bringing ...
7. Can you leave it .?
8. I assure you we are doing everything we can to .

VII. USEFUL PHRASES.

Contact
Introduction
Reason for email
Attachments
Asking for information

Giving information

Informal
Hi / Hello Jon
Jon, . ( or no name at all)
Thanks for your email.
Re your email
Im writing about
Just writing to say
I got your name from
Ive attached
Heres the attachment re
Id like to know
Please send me
Can you tell me something about
Just to say

Neutral
Dear Ms..
Dear Jon
Thank you for your email.
I am writing in connection with
Your name was given to me by
Please find attached
I am sending you in xl
I would like to know
Im interested in receiving information about
Could you give me some information about
Im writing to let you know that
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Requests
Offering
Promising action
Conclusion

Close

Arranging a meeting

Availability

Close

Glad to say
Unfortunately
(Please) Could you
Can you let me have
Thanks for your help.
Shall I ?
Do you want me to ?
Let me know if you want me to
Ill
Ill look into it
Ill get back to you on this asap
Thanks again for
Let me know if you need anything else.
If you have further questions just let me
know
Speak to / See you soon
Looking forward to (ing you)
Best wishes
Bye for now / Talk soon
When should we meet?
When would suit you?
How about day at (time)?
Are you free sometime this week?
Any time in p.m. is OK for me
Im free on
Sorry I cant make it on
See you in (Milan) on (Thursday)

I am pleased to say that

I regret to inform you that
Id be grateful if you could
I wonder if you could
Thank you in advance for your help.
Would you like me to ?
Do get in touch if you would like me to
Ill find out about the situation
I will contact you about this shortly
Thank you again for your help.
If you require any further information / help do
not hesitate to get in touch
Please feel free to contact me if you need
anything else.
Best wishes
I am looking forward to( ing)
Regards
When would be convenient for you?
Would .. be convenient?
Could we meet on . at .?
I am available in the afternoon
day would be fine for me
Im afraid I cant manage
I look forward to seeing you on Thursday

*This work on emails has been adapted from material in email English, Paul Emmerson,
Macmillan, 2004 which is highly recommended for students wishing to improve this type of written
English.

VIII. Writing Practice now you write.

You want to change the date of a meeting for the second time. Write an email.
You want some information about a companys product or service. Write to them.
You wish to change a hotel booking.
You want to arrange to see a friend of yours. Make a suggestion.

IX. quiz.
1. What does cc mean at the top of an email?
2. What is the difference between cc and bcc ? Where can you find bcc?
3. In Italian it says oggetto. What is the English for this? Is it always necessary to fill in this section? Why or
why not?
4. What does Re mean? and where do you sometimes find it?
5. Should the subject be a full sentence? What makes a good subject line?
Find the answers after the Useful phrases section below.

Letters.
Useful phrases ( Skills for 1st Certificate Writing, Macmillan)

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Greeting
Reason for writing
Asking questions
Referring to their letter /points
Closing expressions
Signing off
name

Name unknown: Dear Sir/Madam,

Name known: Dear Mr/ Dear Mrs / Dear Ms..+ surname
I am writing to I am writing with regard to
I am writing on behalf of
I would be grateful if I wonder if you could .
Could you ?
As you stated in your letter, . Regarding / Concerning
With regard to .
If you require any further information, please do not hesitate to contact
me.
I look forward to hearing from you.
If Dear + name: Yours sincerely,
If Dear Sir/ Madam: Yours faithfully
(Dear + first name : Yours,)
Your first name + surname printed clearly under your signature

Answers to email quiz.

1. It means carbon copy and you use it to copy in somebody else who will receive your email.
2. It means blind carbon copy. It is found under cc and you use it when you want to send someone a copy of
the email, but you dont want the other recipients to know about this copy!
3. The English is Subject. The subject line must ALWAYS be filled in or it is likely your email will not be read or
will go immediately in the spam.
4. Re is sometimes found in the subject line and it means Regarding.
5. No, not a full sentence. Your subject line should be very short and very clear and should tell the reader the
most important point of the email.
Sample letter.
Situation.
You recently visited a local sports centre and were dissatisfied with the service
provided. You have decided to write to the manager.
Carefully read this advertisement for the sports centre and the notes you have made. Write a letter to the
manager, complaining about the service you received and suggesting improvements.
Newtown Sports Centre
Now in its third year, your sports centre offers
A fully- equipped gym
Professional staff
A swimming pool
Full-size tennis courts
Lessons in many sports
So, get your trainers on and come on down.
Practise your backstroke! Lose a few pounds!
Newtown Sports Centre is the place to be!

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Your address
The Manager,
Address of Sports Centre.

Date

Dear Sir/Madam,
I am writing following a recent visit to the Newtown Sports Centre. I would like to express my disappointment
with the service I received.
Although the staff were generally polite and helpful, they seemed to lack basic sports knowledge. None of
them could offer any advice to me on choosing a tennis racket. I suggest that you send your employees on
suitable training courses..
Another cause for complaint was that the swimming pool was closed. I understand that repairs and
maintenance need to be carried out. However, when I called for information the day before my visit, the
receptionist did not mention that the pool was closed. If I had known, I would have visited the sports centre at
another time.
Finally, offering lessons in different sports is a good idea, but in my opinion they seem to be very expensive.
Considering the membership fee, the prices of lessons should be lower, and more sports should be offered. I
was disappointed that neither diving nor windsurfing was available.
I hope you will take these points into consideration. I look forward to hearing from you.
Yours faithfully,
Joe Bloggs.

Checklist.
When you have written your letter, check:

It is a formal letter
It includes all the information necessary
You have asked all the questions you need to
The questions are correctly formulated indirect questions
The letter is divided into paragraphs
You have checked the letter carefully for mistakes

Activity.
Mrs Adams is planning to visit Berlin for the first time and has written to four hotels asking for
information. Here are the four replies. Which hotel do you think she is most likely to be interested
in? Give reasons for your choice.
1.

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Mrs Adams
44 Cyprus Street
London N1 7SX
England.
Sehr geehrter Mrs Adams,
ich freue mich, da Sie unserem Haus so groes interesse entgegenbringen.
Gern bersende ich Ihnen unseren Hausprospekt.
In der Hoffnung, Sie bald als Gast in unserem Haus begren zu knnen.
Mit freundlichen gren,
Angela Badael
Reservierung/Verkauf
2.
GRAND HOTEL
BERLIN
Mrs Adams
44, Cyprus Street
London N1 7SX
Dear Mrs Adams,
We refer to your kind letter and thank you for your interest in the GRAND
HOTEL BERLIN.
Enclosed please find the requested brochures about the GRAND HOTEL BERLIN.
Please do not hesitate to contact me personally if you have any questions or if
we can be of any assistance to you and we would be very pleased to welcome
you at the GRAND HOTEL BERLIN in the near future.
Yours sincerely,
GRAND HOTEL BERLIN
Maria Wamneboldt
Reservations Manager

3.
Great Eastern Hotel
Toleranz Str. Berlin.
Dear Mrs Adams,
Thank you for your letter and your interest in our hotel. Enclosed we send you our hotel brochure with the price
list.
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The Great Eastern Hotel is situated at the famous corner Toleranz str. And Unter den Linden near the
Brandenburg Gate. We have 320 rooms, one restaurant, 3 meeting rooms for up to 45 persons and a lobby
bar.
For your reservation you can call our booking office by phone 6743281 for you can send a fax to the number
6743 333.
We would be happy to welcome you in our hotel.
Kind regards.
Morgan Althaus
Sales Manager.

4.
Goethe Hotel
Mrs Adams
44 Cyprus Street
London N1 7SX
Dear Mrs Adams,
Thank you very much for your interest shown in our hotel. Enclosed you will find our hotel brochure and the
room rates.
Inside the brochure you will find the restaurant, but his is closed. We do only serve drinks at the reception.
You asked about other facilities such as fitness room, conference halls and restaurants. But we have non of
these. We are a middle-class hotel with 40 rooms and we dont need these facilities.
I am not sure if you really mean our hotel? Because your questions look like you expected a first-class hotel.
Anyway, I hope to welcome you in our hotel.
With kindest regards.
Clara Karge.
TOURISM LETTERS
LETTERS OF CONFIRMATION
SKYWAYS HOLIDAYS
ATLANTIC HOUSE, HAZELWICK AVENUE, HAYWARDS HEATH, WEST SUSSEX
HH10 1NP
Mrs Julia Pinotti
48, Canal Street,
Herne Bay,
Kent
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24th March 2004

Dear Mrs Pinotti,
Subject: hotel booking
Thank you for your telephone enquiry of 18th March.
In accordance with your instructions we have booked a double room with shower in
your name at the Belvedere Hotel, in Frascati, Ialy from the 18 th to 21st June
inclusive.
Payment by credit card within 48 hours is required to confirm the booking.
Thank you for using our agency We trust that you will enjoy your holiday. If you
should have any further enquiries please do not hesitate to contact us.
Yours sincerely,
INSTRUCTIONS.
Thank client for the telephone enquiry of (date)
Say what you have booked. Begin with In accordance with your instructions.
Tell client how and when s/he must pay the bill to confirm the booking. Begin with Payment by credit
card.
Thank her for using your firm
End the letter
Write the salutation
You work as a travel consultant for Creative Destinations. You have received a fax from a man enquiring
about holidays for himself and his wife to the Portuguese island of Madeira.. Reply asking for the information
you need before you can recommend a suitable hotel or package holiday.
(Your address.)
Mr Robert Parkins
(His address)

27 th February 2004

Re: Information on holidays to Madeira

Dear Mr Parkins,
Thank you for your fax of February 20th enquiring about holidays in Madeira.
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We have several excellent hotels in Madeira both in our all-inclusive packages and in
our independent traveller selection. However, so that I can be sure to recommend the
best holiday for you, I would appreciate it if you could give me some more information
by answering the following questions.
We would like to know:
What sort of holiday and resort you are looking for

When you would like to travel and from which airport

How long you wish to stay
What type and standard of accommodation you are looking for and if you have a
preference for being close to the town or sea-front.
Please could you also let us know if you require any special facilities such as leisure
activities.
We look forward to receiving your reply so that we can process your request and
suggest a suitable resort and hotel.

Yours sincerely,

LETTERS OF APPLICATION.
15 School Lane
London SW5
Gobi Desert Tours Inc
35 Flight Lane
Manchester.

Dear Sir,

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I am writing to apply for the post of junior sales manager at Gobi Desert Tours Inc. which I saw advertised in
this weeks Travel Weekly.
As you see from my curriculum vitae, I have recently obtained a diploma in tourism management from the
Tourism Institute in Madrid after completing a three-year course there.
Since I have always wanted to work in the States in the travel business sector, but did not wish to commence
work until I was fully proficient in English, I have spent the last six months studying in London.
During this time I was fortunate enough to find a part-time job in a local travel agency which is specialised in
travel to the States and where I was able to develop my interpersonal skills.
I am attracted to your vacancy as I believe that I can offer the drive and commitment necessary to persuade
middle-aged holiday-makers to trek across the Gobi desert.
I enclose my resum in the hope that my application is of interest to you. I look forward to hearing from you.
Yours faithfully,

LETTERS OF APOLOGY.
The following phrases are useful when writing letters of apology (English for International Tourism ,
Longman)

Thank the person for bringing the matter to your attention

Thank you for bringing this matter to our attention.

Express sympathy
We are very sorry to hear that
Apologise if necessary
We apologise for
Please accept our apologies for
State what action you will take
Please be assured that we will
Remind the reader that his / her relationship with you is important
We value your custom highly.
Your satisfaction is our priority.
Make a goodwill gesture if appropriate
Please find enclosed a voucher for
Example: REPLY TO FAX OF COMPLAINT ABOUT AIRLINE COMPANY

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YOUR ADDRESS
DATE
NAME AND ADDRESS WRITING TO
Dear Mr Richards,
Thank you for your fax of 5th May 2004.
Further to your comments on Ground Operations, I am pleased to stay that steps have now been taken to
ensure that procedures are being carried out more efficiently.
In particular:
Extra sets of scales have been installed at check-in and all baggage is weighed and screened.
Excess baggage payments are being charged.
New cleaning staff have been recruited from a different agency and are proving to be more satisfactory.
Both sets of steps to the aircraft are now being used to ensure ease of boarding.
Cabin attendants and counter staff have received instructions to allow only one item of hand baggage onto
the aircraft.
Finally, I would like to point out that on the day the Chairman made his visit we were suffering from severe
and unexpected staff shortages. I can assure you that the fifty minute delay was entirely uncharacteristic.
I hope that these measures will answer all your concerns. We look forward to your next visit so that we can
show you these improvements at first hand.
Yours sincerely,
John Brown.
John Brown
Customer Services
SAMPLE TOURISM LETTERS.

Sunshine Holidays Ltd

119 Sidney Street
London NW2 5CA
Mr Poul Nielsen
233 Sigurdsgade
Kebenhaven

April 24 th 2003

Dear Mr Nielsen,
Subject: complaint about Mocosa Easter Break holiday
We were very sorry to hear that the holiday on the island of Mocosa, organised by Sunshine Holidays, did not match your
expectations.
Obviously the fact that the flight from Luton was delayed by four hours was regrettable, but certainly not due to any
disorganisation on behalf of Sunshine Holidays. Flight delays are often, sadly, a frustrating part of flying , and tend to happen
with increasing frequency at peak times like the Easter vacation.
The delay is probably the reason why you did not find a Sunshine representative at the airport to meet you. He had probably
accompanied other tourists who had arrived at the airport. However, although this is an explanation, it is not an excuse, because

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you absolutely should have been met, and alternative arrangements should have been made. Sunshine Holidays deeply regrets the
inconvenience you suffered through not being met at the airport and accompanied to your hotel. We will certainly look into the
matter to make sure that it does not happen again, and of course will reimburse you for the cost of taking a taxi.
I do not feel that we misrepresent the position of the hotel as the pictures of the Beach Hotel in our brochure show that it is
on the cliffs and not on the beach, and there certainly was a bus service provided which you could have used if you did not want
to walk. Many of our customers enjoy a 10 minute walk to the beach and back to get some exercise, and certainly enjoy the cliff
views offered by the hotel. It is regrettable that the beach had litter on it. This is something that the local authorities should
attend to, and we will notify them of your complaint. The fact that the beach was crowded is a result of taking your holiday at
Easter time. I suggest if you do not want to find other holiday -makers you should take your holidays off-season.
Finally, as regards the facilities at the hotel, please rest assured that we will ask the hotel for explanations. The swimming pool
should have been available. While the courier does not have control over the quality of the food, he should have passed on your
complaints to the hotel management. The food is supposed to be typical of that region. It does not have great variety, but
should be good quality. When our staff went to check out the island before recommending it to customers, they found the food
adequate.
Your satisfaction is our priority and we do appreciate your custom, so once again, please accept our apologies for the
inconvenience that you suffered. Enclosed you will find reimbursement for the cost of the taxi, and also a discount voucher for
your next holiday with our company. Thank you so much for bringing these things to our attention so that we can continually
improve our service. We hope to see you and your wife again shortly if possible on an off-season vacation.
Yours sincerely,
Bobby Fisher
Customer Relations Officer.

VILLAGE VILLAS
22 BAKERS LANE
BRISTOL BS10 5JJ
e: info@villvilla.com
30th September 2004
Mrs Edith Lewis,
34 Sheffield Street
Rochester.
Holiday in Corfu Complaint.
Dear Ms Lewis,
Thank you for your letter of 18 th September. I was sorry to hear that you were disappointed by the service
you received on your holiday.

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I have investigated your complaint that the villa was not cleaned by the maid on the last two days of your
holiday. I have spoken to our representative in Corfu and it seems that the problems were due to the fact
that the maid was ill. Unfortunately, we were not able to find a replacement at such short notice.
Please accept my sincere apologies. I can assure you that we will take steps to ensure that this does not
occur again. As a sign of goodwill, I enclose a brochure for next year and a voucher which entitles you to
10% off the advertised price of any holiday booked before 31 st January.
Yours sincerely,
Petra Person.
P Person,
(Customer Services Manager)
APOLOGY
Write a short letter of apology based on the notes below, which you have received from a colleague. Try and use the words in italics
from the sample letter in your answer.
Weve received a complaint from Judy Elson, passenger on flight BR 354 to Mallorca. Ordered a
vegetarian meal, but didnt get one. Also expected a hotel room with view of the sea but didnt get
one. Have looked into these First problem was that the van with the veggie meals broke down on the
way to the airport. As for hotel they dont have any singles at the front of hotel. Please draft reply,
send apologies, etc.

example.
48 - The Vale - Sunnytown - Devon - DC4 56JK
7th December.
The Customer Relations Dept
Exotic Destinations
Pacific House
Randolph Way
London W1Y 8QT
Dear Sir,
Complaint re Tunisian holiday.
My husband and I have recently returned from one of your Golden Group
holidays in Tunisia.

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We chose this holiday in preference to many others as we were assured both in

the brochure and by your agency staff that this particular package catered for
retired couples like ourselves. We understood that our specially organised
activities would be run by mature friendly hostesses. However on arrival at our
destination we were met by a very youthful rep who very curtly told us that there
were only two other people on the golden group package and that, as a result, we
could join in the activities organised for other groups or fend for ourselves. Since
our tastes do not include hard rock or late-night pub crawls we asked to be
moved to another hotel. We were told that if we did this it would have to be at our
expense. As a result we decided to stay where we were and to organise our own
entertainment.
Now that we have returned home we feel obliged to draw your attention to our
deep dissatisfaction with the service we received. Not only were we deceived by
the information in your brochure but we were not properly treated by your staff in
the resort.
We hope that this matter will be rectified to our satisfaction in the near future
and look forward to hearing from you shortly.
Yours faithfully
Katherine Hopper

EXOTIC DESTINATIONS
Pacific House * Randolph Way * London W1Y 8QT

21ST March 2004

48 - The Vale
Sunnytown
Devon
DC4 56JK
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Dear Mrs Hopper

Thank you for your letter of 7th December.
We are sorry to hear that you and your husband did not enjoy your
recent Golden Group holiday in Tunisia and apologise if the tour
reps behaviour was inappropriate. We assure you this behaviour
is not the kind we normally tolerate and we will be looking into the
allegation fully and taking any necessary action.
We would, however, like to draw our attention to the fact that all
our reps are highly trained, whatever their age, and that we do not
specify how old they are in our brochures.
As to the special entertainment package that you requested, we do
explain in the brochure that this package is only run when there
are a minimum of eight guests requesting it on any one tour. As
you yourself mention, in your case there were only four people,
yourselves and two others. Therefore the rep was quite correct to
tell you that this would not be possible and that we would be
unable to cover the expense of a change of hotel.
As a goodwill gesture we enclose four vouchers for day trips to
Paris and Brussels so that you can appreciate our normal high
standard of service for yourselves.
Yours sincerely,
Customer Relations Clerk

Activity: Correct these letters.

Write a suitable letter to deal with this situation. Pay attention to layout and style.

You work for the Italian Ente di Turismo in Regent Street, London, W.1.

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You have received a letter from a student organisation asking you to recommend different types of holiday in Italy that would
appeal to young people.
Answer the letter giving details about three different types of holiday you would recommend.

Write to:

Student Union Travel Services, Student Union, Warwick University,

Coventry. CV4 7AL . UK

Letter 1. Find the mistakes in these letters.

H.. L.
Ente di Turismo
Regent Street
London W1
22nd January 2004
Student Union Travel Services
Student Union
Warwick University
Coventry CV4 7AL
Dear Sirs,
Thank you for you letter from 10 th January 2004 in which you have shown interest in holiday for young
people. As we are specialized in organising vacations for groups, we can offer you following types of
holiday.
The first option, which I would highly recommend to you, is a weekend break in Rome. It is a unique place
where culture is combined with entertainment. There are hundreds of historical buildings, monuments,
ancient remains etc. which really will impress you. As a special offer for groups, we provide for free a
typical roman supper, in a cosy restaurant which also includes degustation of wine.
The second possibility is skiing in the Alps. During this seven-day holiday you will certainly discover the
beauty of winter sports. As a ski-school is a part of our company, it is a great opportunity for non-skiing
students to gain new ability and to spend unforgettable time with their friends.
At last, but not least, we can offer you a tour round the countryside of Tuscany. This part of Italy is wellknown for its charming nature and, of course, for delicious wine. This holiday will perfectly suit natureloving students who enjoy walking.
I enclose our last brochure where you can find further details (including prices, dates, accommodation,
important phone numbers etc,) as well as some other options in which you might be interested.
If you have any further questions, please do not hesitate to contact us. We are looking forward to hearing
from you soon.
Yours faithfully
..
Enclosures.

Letter 2 .

Find the mistakes in these letters

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ENTE TURISMO
REGENT STREET
LONDON W1
F.G.
Student Union Travel Services,
Student Union
Warwick University
Coventry
CV4 7AL

London, 22 January 2004

Dear Student Union Travel Services

We refer to your kind letter and we thank you to your interest in the italian holidays.
We are delighted to enclose the Italy Holidays brochure in which you can find the
widest selection of package holidays available today. You will find a host of bonus
offers at selected hotels throughout the brochure.
If you prefer a cultural holiday, you should pay attention on the section ITALIA,
CULTURA E STORIA, in which you will find a host of cultural itineraries, in
particular concerning Florence, Rome and Naples. In these cities you can also have
an Ente Turismo guide, who will show the most spectacular and famous italian
monuments.
If you prefer a seaside holiday, Sardinia and the Amalfis coastline are the two most
picturesque and representative italian areas. Sardinia has all the ingredients for a
perfect holiday: its major attraction is a long, whitewashed beach of soft sands,
backed by fine promenades; near the beaches you will find peaceful, and quaint
streets alongside a picturesque coastline. Amalfis coastline, with its marvellous
beaches, idyllic harbours and many magnificent seafood restaurants it is a resort in its
own right. But wherever you stay, you will have access to a whole host of pleasures:
splendid bathing, every kind of water-sports and, by night, plenty of excitement in
countless bars and discos - a paradise for the younger.
If you prefer a park theme holiday, Gardaland and Murabilandia are perfect for you!
In the brochure, you will find also bonus offers for students and tourists.
Our specialist reservation team on 0141 39239 will be delighted to help you with
your booking. Please do not hesitate to contact me personally if you have any
questions or if we can be of any assistance to you and we would be very pleased to
welcome you in Italy in the next future.
Yours sincerely,
FG
Ente Turismo London.

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Letter 3 . Find the mistakes in these letters

Ente di Turismo

Regent Street
London W1
22nd of January 2004
to: Student Union Travel Services
Student Union
Warwick University
Coventry CU47 AL
Dear Sir or Madam,
Thank you for your letter related to your desire to spend a beautiful holiday in Italy.
We are sure that in italy there are many places where students can enjoy theirselves, but we want recommend
you three different types of holiday.
Certainly if you want spend a cultur holiday you should go to Rome. In this city there are many Roman remains
like Coloseo, arcs of Triumph, meuseums that every year actract tourists from all the world.
On the other hand Rome is also the capital of religion and art. If you think to Sistina Chapel or to Vaticano you
can understand what incredible treasure is over there.
If this is not the type of holiday that you want we suggest other types of place.
Students sometimes have the desire to go away from the cahotic city and from their cahotic life. In Italy we can
find many delicious villages near the mountains .
For example in the Dolomiti you can do in winter any types of winter sports and in summer you can do: walks,
trekking, horsing that help you to relax yourselves.
Finally, if you do not like very much mountain, you can do a tour around Sicily. Here there are many beaches
and also many ancient cities. In Agrigento for example there is a Roman theatre and there are Greek remains
and Taormina is one of the most important special interest place known in Italy.
Your satisfaction is our propriety and if you will decide to go to Italy or if you need further information, please
contact us to the following number: 00393847773.
Yours faithfully,
EB
Customer Service.

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Sample answers:
Better Venues
112 Marlborough Way
London
SW3 4JT
Ms S. Sparks
TOEIT
22 Wigan Way
Cambridge
CA8 4JE

24.4.2009

Dear Ms Sparks
Re: TOEIT Conference 4 9 September venue
Thank you for the information regarding your 5 day convention in September.
I have looked into two possibilities for the location. The first is the Plaza Hotel in Casablanca, and the second the Magyar Hotel in
Budapest. I think you will agree that both Budapest and Casablanca would offer intriguing and exciting opportunities for the
delegates to go sightseeing and to experience something of the local culture.
I was excited about the Plaza in Casablanca, but I fear that it would be too small for the number of delegates you are expecting,
especially as some of them will be with their partners. The hotel has only 180 guest rooms, so unless you would consider putting up
some of the delegates in another hotel nearby, we will have to leave it for another occasion when you are organising a conference
for fewer delegates.
Turning to the Magyar Hotel, it is situated in the historic centre of Budapest; it overlooks the river and is just opposite the Royal
Castle, so it could not be more convenient for delegates to visit the city on foot. Access is also simple as it is only 18 kms from the
airport and takes just 30 minutes by taxi or a minibus. The facilities of the hotel would be perfect for you as they have 276 rooms and
16 suites, a good number of meeting and business rooms which would be ideal for the seminars and workshops, a large room for the
plenary sessions and a restaurant which offers both Hungarian and international cuisine which can seat 290 people, so would be
perfect for your opening dinner if this was organised as a buffet. As you would expect in a top class conference centre, there are all
the facilities and services you need including interpreters and, most importantly, a meeting co-ordinator at your service to help you
organise the conference.
I am enclosing the latest brochure of the Magyar and I look forward to hearing your response to my proposal. If by any chance you
are prepared to consider my suggestion about accommodating delegates in two separate hotels in Casablanca, then let me know
and I will forward more details of this venue.
Yours sincerely,
Jane Jones
(Events Organiser)
Enc: brochure.

February 2007 paper (number 5 of Tourism Writing Practice p. 27)

Thompson Tours
23 Terrace Street,
Birmingham BE5BE

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Mr and Mrs G Patel
45 Long Street
Birmingham
9.4.09
Dear Mr and Mrs Patel,
Birmingham Orlando Birmingham flight details.
We were so sorry to hear that you did not have a satisfactory flight on your last holiday, so I am writing to give you details of the
arrangements we have made for you for your next holiday, and to assure you that we intend to do everything possible to make sure
that it fully meets your expectations.
Outward flight: May 6th flight ULE 707 leaves Birmingham at 11.15
Inward flight: May 20th flight ULE 708 leaves Orlando at 16.40
Please note that on both flights we have allocated you seats 14A and 14B.
These seats are in the first class section of the plane. Although we are confident that our passengers in the economy section receive
the best possible service, we would like to compensate you for the inconvenience that was caused on your last flight by offering you
the comfort and service of our first class section on this journey.
We do hope that you enjoy your flight , and indeed your holiday in the States. Your satisfaction is our priority and if there is anything
else that I can help you with, please do not hesitate to contact me personally.
Yours sincerely,
Shan Hirst,
Customer Services.
To Jim Leisure
From - shan
Special attention.
Could you please ensure that the Patels in seats 14A and 14B
Outward flight: May 6th flight ULE 707 leaves Birmingham at 11.15
Inward flight: May 20th flight ULE 708 leaves Orlando at 16.40
receive the best possible attention both at the airport and on the flight. Theyve been upgraded because things went wrong
on their last flight with us in January.
Thanks.
S

September 2007
Via Roma 23
10111 Torino
Mr Solomon Abraha
Ministry of Tourism
P.O.Box 1010 Asmara
Eritrea

4.5.09

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Dear Mr Abraha,
Tourism opportunities in Eritrea.
I have just returned from two weeks in your beautiful country and the first thing that I would like to do is to express my
gratitude for the wonderful hospitality that I received thanks to your excellent organisation of my itinerary. Everyone was
extremely helpful and I feel that I have managed to use my time to the full to see all that Eritrea has to offer.
I shall be sending a full report of my findings and suggestions by the end of the month, but in the meantime I would like
to give you my impressions. Firstly, let me say that with its historical connections with Italy, I think that Italian tourists
would be able to find a lot to excite them in Eritrea. The fact that Italian is spoken here as well as Arabic and English is a
big point in your favour. Certainly trips to the capital Asmara, with its beautiful mixture of African and Italian architecture
would be easy to market. Italian tourists would love to sit in Italian style cafs and experience the coffee ceremony while
also being able to sightsee and shop in souks.
The Dahlak Archipelago and the peninsula could certainly be developed for tourism; however I feel strongly that you
must plan this development carefully. Those sandy beaches and the beauty of the unspoilt coastline along the Red Sea
are certainly a great resource for you. I would strongly suggest trying to develop responsible tourism which will not
impact badly on this uncontaminated environment. Make this your marketing strategy. While Egypt is exaggerating its
development, offering cheap packages and there are fears that the coral reefs are already compromised, make sure
that your country appeals to the top end of the market the discerning traveller.
I look forward to discussing this with you in depth after you have had time to read my report. Maybe we could arrange a
meeting for mid-June?
With many thanks once more for your kindness. Please send my regards to your family and colleagues that I met.
Yours sincerely,
Shan Hirst

REPORT WRITING.
Your company has been asked to accept a group of 10 students from another country for
two weeks to get some work experience. You have been asked to find out what the
advantages and disadvantages would be of accepting this group. Is it a good idea?
Write your report to your boss.
Title: Report on Proposed Group of Work Experience Students.
To: Ms Ruby Smith, HR manager.
From: Shan Hirst, PA to Ms Smith
Date: 25.4.2013.
Introduction: (1)
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The purpose of this report is to consider the advantages and disadvantages of accepting a
group of students from overseas for two weeks work experience. I have discussed the issue
with all the senior managers of the different departments. (2)
Advantages: (3)
All those I interviewed (4) believe that for students this would be an exciting opportunity
to explore a foreign culture and to understand different working practices. (5) As far as the
company is concerned, managers believe that it would give their staff an opportunity to
think about their own systems and practices while they mentor the students . It would be
good for the PR of the company, and could also flag up some good new applicants for
entry-level positions.
Disadvantages: (6)
Some managers are concerned that:
(7)
1. the staff might be too busy with their own jobs to mentor students, or to take time to
explain and help.
2. it would be more suitable to undertake a similar project and use our resources with
British youngsters, not foreign students.
3. the visitors might be more interested in enjoying themselves than making any serious
contribution to the company, and may not speak English well.
Conclusion and recommendations: (8)
Clearly, the group might cause some practical difficulties, but on the whole (9) everyone
thought that the visit should be seen as a good opportunity, possibly with a view to setting
up something similar with local youngsters in the future.
Writing a report notes.
1. Use headings
2. State the aim of the report and where you got the information
3. Divide it into relevant sections, linked to the remit
4. Quote from people in an impersonal way
5. Use a clear, neutral ( not informal) style as in a business letter.
6. Balance the points fairly e.g. positive and negative.
7. Listing / numbering points can make it easier to read.
8. Only give the recommendations at the end.
9. Generalise.
10. There is no closing salutation or signature

ACTIVITY: ( EXAM MAY 2013)

Part 1 Long Task (write between 150-200 words)
The international tour operator you work for is thinking of introducing a new
range of package holidays for older clients.
Your boss at head office, Luis Gomez, has asked you to write him a report
reviewing two of the tours that your company already offers younger clients,
outlining the potential advantages and disadvantages of adapting them for an
older age range. They should be low medium budget special interest holidays

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in your local area. Conclude by stating which tour you think would be most
popular with the target market.
Part 2 Short Task (40 words max.)
Write an email to your colleague, Mark Morrison. Let him know that you have
sent your report off to head office and suggest a time and place for a meeting to
discuss its contents.

Tourism Writing Practice:

1. September 2003
You work as a travel consultant for Vacanze Italiane. You have received a letter from a prospective client,
enquiring about holidays for himself and his wife in Italy.
Reply to the letter asking for the information you need before you can recommend a suitable destination,
hotel or package.
Your address: Vacanze Italiane, Via Bologna 231, Milano.
Client: Andrew Hunter. 21 Nabbs End, Manchester.
Pay attention to the lay out and tone of the letter.

2. January 2004

You work for the Italian Ente di Turismo in Regent Street, London, W.1.

You have received a letter from a student organisation asking you to recommend different types of holiday in Italy that would
appeal to young people.
Answer the letter giving details about three different types of holiday you would recommend.

Write to:
Student Union Travel Services,
Student Union
Warwick University,
Coventry. CV4 7AL
UK

3. September 2004
You work for Jet Flight Travel Agents in England which specialises in holidays in Italy. Write a letter
to Ms Julie Bishop confirming her booking and giving her all the details of the holiday you have
arranged for her in Italy.

Use letter lay out.

Invent any other details you need.

The body of your letter must be at least 150 words.

4. September 2006
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Mr John Davidson has booked a long weekend in Britain through the travel agency for which you work. Issue
him with his travel details and information regarding his hotel. Make sure there can be no misunderstandings
concerning departure times, and dates. Also give clear information regarding luggage restrictions in light of
the new anti-terrorism safety procedures.
His address:
Via Principe Amadeo 36, Torino, Italy
Your travel agency is GO TRAVEL,

5. Feb. 2007
INTERNAL MEMO
TO: David
FROM: Sandra, Ops

Date: 30 April
cc:

Seat allocation.
Could you pls arrange to allocate sts 14A and 14B for Mr and Mrs Patel asap on
06 May flight BHX - MCO ULE 7 07 departing 11.15 and on their return flight
on 20 May ULE 708 departing 16.40.
These are passengers who complained about their previous flights and Nigel assured them we would look after them on this years
holiday. Could you pls advise Leisure to take care of them on the flights as well.
Many thanks.
S

You have just received the memo above from your colleague Sandra.
Write a letter to Mr and Mrs Patel to let them know of the arrangements that you have made. Notice that this is following
a complaint from them about their previous flights, so you need to reassure them about your company and the service
they will receive.
Task 2
Follow Sandras instructions and write a short memo to Leisure.

6. Sept. 2007
You are a freelance travel and tourism consultant. You have just returned from a two-week trip to Eritrea where you
were a guest of the Eritrean government. The ministry of tourism wants to develop a stretch of its Red Sea coastline and
build hotels and tourist facilities and sees the Italian market (choose a different nationality if you prefer) as very
important, which is why you were invited. Write to your contact, Mr Solomon Abraha, and thank him for the hospitality
shown.
Consider including the following:
Your impressions of this wonderful, unspoilt coastline.
What you think will make it a suitable destination for Italian (choose a different nationality if you prefer) tourists.
When your report will be ready.
Write to:
Mr Solomon Abraha,
Ministry of Tourism
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P.O.Box: 1010 Asmara,
Eritrea

7. Sept. 2008
Please note that there are two writing tasks and you must do both of them.
Task 1 Long task
You have seen an advertisement for a three-month job as a waiter / waitress in a large 5-star London hotel
with several restaurants. Write the cover letter you would send to accompany your CV. Remember you may
also need to ask some questions about the job.
The Dorchester Hotel, 53, Park Lane, London W1A2HJ
Remember to use correct letter lay-out
Task 2 Short task.
It was your friend Sam Weller who sent you the information about the above job. Send him a quick email to tell
him what you have done and suggest you meet up when you can. Maximum 40 words with correct email
lay-out.

8.May 2008
You have received a letter from an overseas tour operator asking for information and suggestions
about weekend breaks in your area. Write a reply to the letter.
Write to: Emil Zatopek, namesti Premysla Otakara 11, Ceske Budejovice, Czech Republic
Your address: Ente di Turismo, Piazza Solferino 23bis, Torino, Italy
9. February 2009
1. Short task
From: Simon Simple simonsimple@ttravel.com
To:
A business friend of yours, Simon, has written you an email to ask for your help. His company has a VIP who they
usually book into the PLAZA in Rome, but it is fully booked so they need an alternative. The guest doesnt like big
hotel chains. Suggest IL LUPO and explain why its good.
Write no more than 40 words and invent any information you need.
2. Long task
You work for the Aosta Tourist Board. The Aosta Valley wants to increase the number of foreign visitors to the area.
Until now it has been a fairly popular tourist destination but few people in Britain really know much about the region.
Recently Turin has become more marketable as a result of the Winter Olympics of 2006, and undoubtedly Aosta too
could offer excellent holidays to many more tourists in both winter and summer.

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Write a letter to a British Tour Operator to promote the Aosta Valley saying why it would be a good tourist destination.
Invite one of their inspectors to visit the area as your guest so they can see what it has to offer and will be persuaded to
include it in their new brochure. Remember you must try to persuade them that the Aosta Valley is special and say why.
Use correct letter layout and invent any information you consider necessary.
Your details: Marketing Consultant, Aosta Tourist Board, Rgion Autonome Valle dAoste, 3, Place de Narbonne,
11100 Aoste.
Write to: The Association of Independent Tour Operators Limited, Studio 3, The Quays, Concordia Street, Leeds, LS1
4ES, England

May 2009
Task 1. Long task.
You work for a large tour operator in Italy and have received this email from your American head office. Decide on one or two Italian
festivals that you know about and think are likely to attract a lot of bookings, and send your suggestions to your head office in
Washington DC.
Your answer should be a well laid out letter and include all addresses and letter conventions. Use your own name.
Your address: Cooks Tours,124 Via Roma, 16010 Genova.
Write to: Mr Ken Foley,
Cooks Tours,
1150, 15th Street, NW.
Washington DC, 20071
US
From: Ken Foley
To: Marketing staff.
Festivals are now playing a significant role in tourism development. Research indicates that
they are the fastest growing tourist attractions. We already market well-established festivals
such as the Rio and Venice carnivals and the Edinburgh festival, but the time is right to
examine more options as we really need to attract new customers.
I would like staff in all our European offices to make a list of festivals and recommend ones
which we should offer our North American customers. Please summarise what happens at each
festival, why you think the festival is important, who it would appeal to and why it would attract
tourists.
Thanks.
Task 2. Short task.
Imagine you are forwarding Ken Foleys email to a colleague, Cristina Bresso, in Puglia. Add a note of your own to ask if she has any
ideas. (maximum 30 words)

12. September 2007

You are a freelance travel and tourism consultant. You have just returned from a two-week trip to Eritrea where you
were a guest of the Eritrean government. The ministry of tourism wants to develop a stretch of its Red Sea coastline and
build hotels and tourist facilities and sees the Italian market (choose a different nationality if you prefer) as very
important, which is why you were invited. Write to your contact, Mr Solomon Abraha, and thank him for the hospitality
shown.
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Consider including the following:

Your impressions of this wonderful, unspoilt coastline.

What you think will make it a suitable destination for Italian (choose a different nationality if you prefer)
tourists.
When your report will be ready.

Write to:
Mr Solomon Abraha,
Ministry of Tourism
P.O.Box: 1010 Asmara,
Eritrea

September 2010.
Long Task:
You work for a Tourism organisation in Turin. Recently you have started organising all-inclusive tours around
Piedmont, taking people to see the Turin shroud ( sindone), some of the Savoy castles and a wine tasting
experience in Alba. You have received the following complaints:

The shroud is only a copy and not the original

Visitors spent a lot of time in buses and waiting for buses, and not enough time in the castles.
On Mondays everything is closed
There were not enough free glasses of wine at the wine tasting

The weather is either too hot or too wet

Write a reply. Use formal letter layout. Invent any other information that you need.
Your address: PiedTurismo, Corso Vittorio Emanuele 165 / bis, 10100 Torino
The client: Mr Kevin Good, Italian Places, 16 Georgian Terraces, Bath.
Short task:
Write a short email ( no more than 40 words) to one of your guides, Gina. You want:
her opinion of the Savoy castle trips she has worked on. Explain why you want to know.
a reply by 15th September.

June 2010
Part 1 long task
You have been contacted by a religious organisation that wants to take a group of 160 tourists to Turin to see
the Turin Shroud (the Sindone).They want to know about accommodation available and pre-book a guided
visit to the Shroud and a brief tour of some of Piedmonts main religious sites. Give the information and also
ask about: age of group, any special needs (i.e. disabled or elderly tourists) and preferred price-range and
times.
Addressee:

Rev.Roger Longe
St. Stephens Hospice,
Ford Lane
Middlesex.

Your address:
Turismo Torino,
Piazza San Carlo,
10100 Torino.
Invent any other information that you may need. You must use letter lay-out.

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DOCUMENT 7 2ND YEARS

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Part 2 short task

You work for a guide book and have organised a meeting with the Turin Tourist Authority on 15 May to
discuss new tourist sites in Piedmont.
You cannot attend due to work problems. Send an email to postpone the meeting, apologising and rescheduling the appointment for 26 May.

Write no more than 35 words

May 2011.
Please note that you must do both tasks:
Part 1 Long Task
You work for the Ente di Turismo Italiano in Regent Street, London and have received a

letter from

Bramcote Hills Secondary School, Nottingham saying the school is thinking of taking a group of students to
Turin for the 150th anniversary celebrations and asking for information. Write a reply explaining in general
what has been arranged and suggesting places to visit and things to see and do that would be suitable for
students of 16 18 years old during a 4-day stay. Give all the information you consider necessary including
where they could stay using your notes on Turin to help you.

Museums

Places of
Interest

Nightlife

Food

Stay

Excursions

Events

Egyptian
museum

Palazzo
Carignano
seat 1st
parliament

Many :

Restaurants

B&B

Sacra di San
Michele

Veneria Reale

theatres,
cinemas,
discos, clubs
like folkclub,

historic cafs

Hotels
*****
Golden
Palace

Officine
truffle hunting Grandi
in Langhe
Riparazioni

Cinema
museum
Mole
Antonelliana
Natural
History
museum

Palazzo
Reale
Palazzo
Madama

Murazzi,
bars,
Quadrilatero
Romano

pizzerie

large number
ethnic
****
restaurants
Holiday Inn
Chocolate

Superga
MAO
Museum of
Oriental Art

panoramic
flights

concerts

***
Hotel italia

Eataly
Parco del
Valentino

**
Hotel Bologna

Car museum

Part 2 Short Task

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There has been a lot of interest in the 150 th anniversary of the Italian unification in your agency in Britain.
Write an email to your colleagues suggesting a meeting where you can give them extra information about
the events planned since you know the Turin area very well. Make sure you suggest a time and place.

September 7th 2012

Turismo.

Time: 75 mins

Please note that you must do both tasks:

Part 1 Long Task

Your firm, Something for Everyone, has sent you on a fact-finding tour to Turin to investigate the possibility of
starting some new tours based on specialist interests in or near the city. Write to your boss outlining three possible tours
you could set up. Give a general idea of the tours saying who they would be suitable for and why you have chosen
them.
Contact Details:
Your temporary address:
Starhotels Majestic, Corso Vittorio Emanuele II, 54, Torino.
(Use your own name, Special Tours Agent)

Something for Everyone 4 Conway Street, London W1T 6BB

Part 2 Short Task (max 40 words):

Write an email to your colleagues suggesting a meeting to discuss a rough draft of a brochure based on your tour
suggestions. (This is preparation for a presentation to your boss, John Smith.) Suggest a time and place.

Maximum

40 words.

Marking Scheme.
Pass:
7.5 - 8
Could be sent out virtually unchanged.
6.5 - 7
Could be sent out with minor changes to grammar, spelling etc.
Content OK
Register OK
5.5 6
Would cause the firm to lose some credibility if sent out. Noticeable language errors. Some
points of content not dealt with.
Fail:
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4.5 - 5
Would cause annoyance or misunderstanding if sent out. Possibly through:
Missing references.
Irrelevant / inadequate content.
Inappropriate response to the stimulus.
Too many language errors.
Wrong register would cause offence.
Poor layout makes reading a chore. e.g. no gaps between paragraphs.
04
Totally inadequate attempt. Language errors predominate. Incoherent. Has not understood
the stimulus.
Assessment Criteria.
An impression mark out of 8 is given, using the scale above. The table shows the
typical features of work which will be awarded marks within the indicated ranges.
Such features include layout (standard letter formats and conventions), content
(appropriate and relevant information) and language (grammar, vocabulary, spelling
and punctuation).

Remember: Once despatched, the letter / report / email is a written record. Always
check that you wont regret the words you have committed to paper!

33