Table of Contents
Introduction.PART I: Letter Writing Basics.
Prewriting Planning.
Twelve Rules for Better Letter Writing.
Tone.
Layouts and Supplies.
Letter Writing Advice from Lewis Carroll.
Persuasion in Print.
Special Considerations for Writing about Technology.
PART II: Personal Correspondence.
Letters that Strengthen Relationships.
Information Letters.
Requests.
Letters that Require Special Handling.
PART III: Career and Employment Letters.
Cover Letters and Job Inquiries.
Résumés.
After the Interview.
Letters from Employers to Potential Employees.
Letters of Recommendation and Introduction.
Query Letters.
PART IV: General Business Correspondence.
Communicating Business Information.
Networking Business Letters.
Business Requests.
Invitations.
Special Requests: Sponsorship, Fundraising, and Donation Letters .
Letters of Confirmation and Acknowledgment.
Tough Situations.
PART V: Internal Communication.
FYI Internal Memos.
Internal Requests.
Announcements.
Management Issues.
Meetings.
Reports in Memo Format.
PART VI: Customer Service Correspondence.
Relationship-Building Letters.
Routine Customer Correspondence.
Sensitive Customer Correspondence.
Tips for Effective Client Communication.
PART VII: Sales and Marketing Letters.
Types of Sales Letters.
Selling by Invitation.
Generating Leads.
Inquiry-Fulfillment Letters.
After-Sale Letters.
Nonprofit Fundraising.
PART VIII: Credit, Collection, and Billing.
Billing Letters.
When the Account Is in Collections.
When the Collection Is in Dispute.
Working Out Arrangements.
Lines of Credit.
PART IX: Vendor Communications.
Letters Requesting Information.
Letters Expressing Dissatisfaction.
Letters Regarding Bids, Contracts, and Agreements.
Letters that Strengthen the Client/Vendor Relationship.
Common or Possible Client-to-Vendor Requests.
Letters Regarding Payment Problems.
Other Letters to Vendors.
PART X: E-Mail and Fax Correspondence.
Differences Between E-Mail and Regular Letters.
E-Mail Structural Components.
Writing E-Mail Messages that get Opened and Read.
Reply Wisely.
Know the Emotional Connotations of Punctuation and Grammar.
Consider the Look of Your Message.
Internet Direct-Mail Marketing Messages.
Where to Get Your E-Marketing Lists.
Fax Correspondence.
Appendix A: Formats.
Appendix B: Useful Letter Writing Aids.
Appendix C: Mailing and Shipping.
Glossary.
Index.
