Producing effective business letters is a fundamental skill for office administration professionals in Kenya. Business letters serve as formal communication tools that convey important information between organizations, clients, suppliers, and stakeholders. Mastery of letter templates and mail merging techniques enhances efficiency and professionalism in document processing, ensuring clarity, consistency, and timely communication in diverse work settings such as banks, county offices, and educational institutions.

2.1 Base letter template typing

A base letter template is a pre-designed letter document that holds everything that stays the same in an organisation's letters: the letterhead, logo, standard layout, fonts and the fixed parts of the letter. Only the details that change (date, reference, recipient, subject and message) are typed for each new letter. Templates save typing time, reduce errors and omissions, and make every letter from the organisation look the same. In a firm of accountants, for example, every letter to a client starts from the same template, so the firm's name, address, logo and layout are always correct.

Benefits of a base letter template

• Uniformity: every letter carries the same corporate identity, fonts and layout.
• Speed: fixed parts are never retyped, so staff concentrate on the message.
• Fewer errors: standard parts such as the letterhead and complimentary close are already correct.
• Easy updating: a change of address or logo is made once, in the template.
• Compliance: any statement the organisation requires on its letters is built in.

2.1.1 Prepare the base letter template on a word processing program

A base letter template is prepared in a word processing program such as Microsoft Word, LibreOffice Writer or Google Docs.

Steps in preparing the template in Microsoft Word:

1. Open a new blank document and set the page size (A4), orientation (portrait) and margins (for example 2.54 cm on all sides).
2. Create the letterhead in the header: organisation name, logo, postal and physical address, telephone, email and website.
3. Set the body font and size (for example Arial or Calibri 11 or 12 point) and single line spacing with one blank line between paragraphs.
4. Type the fixed parts of the letter in their positions, and leave placeholders for the parts that change, such as [Date], [Inside address] and [Subject].
5. Insert the watermark, if one is used (Design, Watermark).
6. Save the file as a Word template (File, Save As, file type Word Template, .dotx) with a clear name such as "Client letter template".
7. Store the template in a shared folder so all authorised staff use the same version, and update it when details change.

To use it, the typist opens the template (which creates a new document based on it), replaces the placeholders and saves the letter as a normal document.

2.1.2 Contents of the base letter template

A complete base letter template contains the parts below, in the order they appear on the page.

Letter head (senders' address)

The printed heading at the top of the page giving the organisation's name, postal and physical address, telephone numbers, email and website. It identifies the sender and tells the recipient where to reply.

Company's logo

The organisation's symbol, placed in the letterhead (usually left, centre or right of the name). It reinforces the corporate identity and makes the letter recognisable.

Watermark

A faint text or image printed behind the body of the letter, such as the logo or the word CONFIDENTIAL or COPY. It adds a professional or security feature and should be light enough not to affect reading.

Reference number

The sender's file reference (Our ref.) and, where replying, the recipient's reference (Your ref.). It links the letter to the correct file so replies can be filed and traced, for example "Our ref.: ACC/CL/045/2026".

Date

The date the letter is signed, written in full in the order day, month, year (for example 15 March 2026) to avoid confusion.

Recipients (inside address)

The name, title, organisation and address of the person receiving the letter, typed exactly as on the envelope.

Salutation

The greeting, such as "Dear Sir/Madam" when the name is not known or "Dear Ms Wanjiru" when it is.

Subject heading

A short heading after the salutation stating what the letter is about, typed in capitals or in bold, for example "SUPPLY OF OFFICE STATIONERY".

Main content (body)

The message, usually in three parts: an opening paragraph giving the reason for writing, middle paragraphs with the details, and a closing paragraph stating the action expected.

Complimentary close

The polite ending that matches the salutation: "Yours faithfully" after "Dear Sir/Madam", and "Yours sincerely" after a named salutation. It is followed by space for the signature, then the sender's name and designation.

Enclosures

A note at the foot of the letter ("Enc." or "Encs.") showing that documents are sent with the letter, with the number or names of the documents, for example "Encs. 2".

2.1.3 Types of business letters

Business letters are grouped by their purpose. Each type follows the same layout but has its own content.

Enquiry letters

An enquiry letter asks for information, such as prices, catalogues, terms of payment or the availability of goods or services. It states clearly what is wanted and why, and is short and courteous. Example: an office asks several suppliers for their prices for printing paper.

Sales letters

A sales letter persuades the reader to buy a product or service. It attracts attention, describes the benefits, builds interest and ends with a clear call to action, such as placing an order before a set date.

Order letters

An order letter places an order for goods or services. It lists the items, quantities, catalogue numbers, prices, delivery address and date, and the terms of payment, so that the supplier can fill the order without further questions.

Complaint letters

A complaint letter reports a problem with goods or services (late delivery, damaged goods, wrong items, poor service), gives the facts and the order details, and states the remedy wanted. It is firm but polite.

2.1.4 Layout of business letters

Layout is the arrangement of the parts of a letter on the page. Most offices use the fully blocked layout, in which every line starts at the left margin, with open punctuation (no punctuation in the address, date, salutation and complimentary close). The parts below have fixed positions in the layout.

Sender's address

In the letterhead at the top of the page. In a letter without a printed letterhead, the sender's address is typed at the top (at the left margin in blocked layout).

Reference

Typed below the letterhead at the left margin: "Our ref." followed by "Your ref." where replying.

Date

Typed one line space below the reference, at the left margin in blocked layout.

Inside address

Typed below the date (after any special mark), at the left margin, one item per line: name, title, organisation, P.O. Box with postal code, and town.

Special marks/notations such as confidential, personal or private

Notations such as CONFIDENTIAL, PERSONAL or PRIVATE, or a mailing instruction such as BY HAND or REGISTERED, are typed in capitals above the inside address and repeated on the envelope.

Postscript

A short note added after the signature block and any notations, beginning "PS", used to stress one point. In a business letter it is used sparingly.

2.1.5 Arrangements of parts of a business letter in a logical order

The parts of a business letter follow a fixed logical order, so the reader always finds information in the same place. In fully blocked layout, each part is separated from the next by at least one blank line:

1. Letterhead (sender's address, logo)
2. Reference (Our ref., Your ref.)
3. Date
4. Special marks (CONFIDENTIAL, BY HAND), where needed
5. Inside address
6. Attention line ("For the attention of ..."), where needed
7. Salutation
8. Subject heading
9. Body (opening, details, closing)
10. Complimentary close
11. Space for the signature, then the sender's name and designation
12. Enclosure notation
13. Copy notation ("c.c." followed by the names of those receiving copies)
14. Postscript, where used

Example of the opening lines in fully blocked layout with open punctuation:

Our ref: ADM/SUP/12/2026

15 March 2026

The Sales Manager
ABC Stationers Ltd
P O Box 1234-00100
NAIROBI

Dear Sir/Madam

SUPPLY OF OFFICE STATIONERY

Chapter Summary

This chapter covered the process of producing business letters, starting with preparing a base letter template in a word processing program that includes essential contents and follows the appropriate layout and logical arrangement of parts. It explored various types of business letters such as enquiry, sales, order, and complaint letters, highlighting their specific features. The chapter then explained the mail merging technique, detailing how to design a standard base letter template, prepare the data source, insert merge fields, complete the merging process, and save the merged letters, emphasizing the benefits of this method. Addressing envelopes was also discussed, including the selection of different envelope sizes, designing the layout in word processing software, typing the return address, inserting merge fields, and ensuring clarity and legibility. The production of mailable business letters was examined with attention to using high-quality paper, standard paper sizes, proper formatting, understanding proofreaders' marks, inserting post scripts, saving, and printing with suitable font styles and sizes. Finally, the chapter addressed the filing of business letters, explaining their purpose in an organization, the importance of proper documentation, various filing systems such as alphabetical and chronological, and the procedures for filing copies effectively.