“Employ your time in improving yourself by other men's writings so that you shall come easily by what others have labored hard for.”
Socrates1
Even though most of us write fewer letters than before, letters still occupy a prominent place in professional life. They are permanent and have an enduring quality about them that is reassuring to others. Even if a verbal confirmation has been made about a promotion, a transfer, or a sales contract, “something in writing” is required to support the verbal claim. This makes the agreement legally valid as well.
A business letter (or formal letter) is a formal way of communicating between two or more parties. There are many different uses and types of business letters. Business letters can be informational, persuasive, motivational, or promotional. Whatever their purpose, they should be typed and printed out on standard 8.5 × 11-inch white paper. Business letters demand much from us, as we do not generally know the person to whom we are writing, and even if we do, we do not know them at a personal level. Written words, thus, are the primary means to influence a business reader.
Letters are not easy to compose. They are time-consuming and demanding. How often have you have felt apprehensive writing a request for leave or an application for a job that you are interested in? Our future is dependent on the appropriate choice of words, the syntax and composition of the paragraph, and the structure of the letter itself.
Composing a business letter requires attention to the following details:
The process of writing a letter is:
The three parts of a letter are:
Once you know to whom you are writing and why, you have to actually start writing the letter. The following steps might be useful in getting started:
Formal business letters are written on official letterhead. This has the address and complete contact information for the company. The other components of the business letter are discussed in this section.
The Date
There are three places where the date may be written. The first is on the right-hand side, in line with the addressee's name and address; the second is on the left-hand side, above the addressee's name and address; and the third is below the writer's address/the complementary close.
Exhibit 12.1 Salutations and their Corresponding Closings
Salutation | Closing |
---|---|
Dear Sarvesh/Marjorie | Yours sincerely |
Dear Mr/Ms Verma | Sincerely |
Dear Sir/Madam | Yours faithfully |
The manner in which the date is written is important. The format that should generally be followed is “May 17, 2010.” This format helps avoid the confusion caused by date formats followed in other cultures like the month–date–year format followed in the United States.
The address of the addressee (the person to whom the letter is addressed) should be written correctly. The address should be accurate and complete, and should include the appropriate title or designation, notation (such as Mr/Ms/Dr/Shri), and company name. Use of the term “Mrs” should be avoided.
Exhibit 12.1 demonstrates the proper way to greet and sign off in a business letter.
Women are introduced or addressed using the title “Ms” in all spoken and written business communication. If they prefer to be addressed as “Mrs” or “Miss,” they are expected to inform their business associates accordingly.
Women are introduced or addressed using the title “Ms” in all spoken and written business communication. If they prefer to be addressed as Mrs or Miss, they are expected to inform their business associates accordingly.
Modern writing omits the use of “yours” in the closing, and ends with “sincerely” or “faithfully.” It may be wise to add “thank you” or “with kind regards” before the complimentary close, in case one is writing to superiors or if one is seeking a favour or an obligation. Modern writing also omits the use of a comma after the salutation. In the United States, it is customary to add a colon (:) after the salutation (as in “Dear Suresh:”).
The subject line is written after the salutation. It may be centrally aligned or left aligned. The subject line is short (just a phrase), indicates the reason why the letter is written (for instance, a request for extraordinary leave) or just the theme (for instance, extraordinary leave), and is either bold or in italics.
The body of the letter incorporates the text or the contents of the letter, which is usually in paragraphs (about three paragraphs). The introduction is of a shorter length. It introduces the purpose for writing the letter and gives a brief context for it. The second paragraph is the main body, and it elaborates on the purpose, giving evidence of the same. This section is replete with examples, facts, and logical arguments. The conclusion ends with a positive hope (if it is a request) or with an action agenda (if it is an informational letter). It is brief and perhaps the shortest part of the entire body.
Sign the name after the closing. Add your name in print and your designation and contact numbers after the signature. If the reader needs to be informed about the title/designation, add it in parenthesis after the printed name (for instance, Preeta Jain (Dr)). The same rule applies for gender—add Ms after the printed name if required.
If the letter contains documents other than the letter itself, then these have to be indicated as enclosures (“Enclosure (1)”); if there is more than one additional document, the enclosures should be numbered. Follow this up with a list that indicates what is being enclosed.
“Cc” refers to carbon copies. When you send a copy of a letter to more than one person, you use this abbreviation to let recipients know who else has received the letter.
The writer's return address should be written in the top right-hand corner if the letterhead is not being used.
There are three major formats for writing business letters. They are:
The block format is the simplest format for writing business letters. In the block format, all the text is flush against the left margin. The margins are justified. Exhibit 12.2 gives us an example of a business letter in block format.
Exhibit 12.2 Block Format: Business Letter
In the modified block format, if letterhead is not being used, the sender's address, date (the date can go on either the left or the right side), the closing, signature, and printed name are all indented to the right side of the page (here the writer can use his or her discretion to make the document look presentable). Exhibit 12.3 gives us an example of a letter written in the modified block format.
Exhibit 12.3 The Modified Block Format
Exhibit 12.4 The Indented Block Format
In the indented block format, the first line of each paragraph is indented. Exhibit 12.4 gives us an example of a business letter in indented block format.
There are various kinds of business letters for various purposes. Some examples are:
A cover letter is one that accompanies a resume when applying for a job. A cover letter is also important when submitting proposals and reports. A cover letter in reports is called a “letter of transmittal.” Exhibit 12.5 shows a conventional layout for a cover letter.
A letter of enquiry is when one approaches a company speculatively, and there has been no call for vacancy or advertisement for a quotation. Exhibit 12.6 gives us an example.
Exhibit 12.5 A Cover Letter
Exhibit 12.6 A Letter of Enquiry
Exhibit 12.7 A Letter Replying to an Enquiry
The reply to enquiries must also be prompt and to the point. Exhibit 12.7 provides an example.
Sales letters are persuasive letters. Their purpose is to solicit a sale or win a customer or contract. While soliciting can be done on the telephone, there are times when a sales letter can be used to reach prospective clients, particularly if a large group needs to be targeted.
A strong sales letter serves useful functions such as:
On the other hand, a poorly written sales letter can mar one's business prospects and can even cost existing accounts.
Three popular categories of sales letters exist:
In a sales letter, try to answer questions that you yourself raise at the beginning of the letter. For example, one can start the letter by asking: “How do you think Megacorp can fulfil your desire for a world-class laptop?” and following this question up with “Here's how….” Another way to do this is by saying, “You should feel confident about our product. Here's why….”
Also address doubts that the recipient may have regarding your product. For instance, one can say, “Sounds unbelievable? I thought so too.”
List reasons that support your claim and use powerful statistics. Facts and figures, data, and positive reactions should be included to strengthen your claim and motivate the recipient to take action. For example, you could include the following statements: “Research shows that…,” “The 2010 KMPG Survey shows that eight out of every ten customers buy from Megamart.”
The “Features, Advantages, and Benefits (FAB) approach” is a popular way to sell. A feature is a quality or characteristic of your product or service. It describes the offering for what it is. Advantages list the value of the product in general. Benefits tell the audience what the product or service can do for them. When you are trying to sell, it is good to list features and benefits in bullet points. Benefits are the real value addition here. Merely listing features does not yield results. Exhibit 12.8 illustrates this further.
Exhibit 12.8 Example of a Letter to a Client
Other sales strategies employed are:
Exhibit 12.9 gives us an example of an online sales letter.
Exhibit 12.9 An Online Sales Letter
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Exhibit 12.10 An Example of a Typical Joining Letter
(Candidate's name and address)
(Date)
To,
(Employer's name)
(Designation)
(Company address)
Sub: Joining letter
Dear Sir,
I am delighted to inform you that I am joining <name of organization> from today as a trainee manager as has been mentioned in your appointment letter to me, dated 19 May, 2010, Reference number: <letter number>
I kindly request you to accept my joining letter.
With regards,
(Candidate's name)
A job offer letter is a legally binding contract for employment purposes. It includes terms and conditions of the job; details about the compensation package; incentive schemes; job duties; reporting authority; and other service benefits applicable to the candidate. It is composed in block format and uses bullet points to convey important points. It usually has a section for acceptance or rejection of the offer as well.
Experts recommend including as many details as practical in the job offer letter or as attachments or enclosures, so that the candidate has enough information to make an informed decision.
After the candidate indicates the acceptance of the offer letter, he or she is required to submit a joining report—usually a letter that indicates that the candidate has joined on a particular date and time. This is maintained for personnel records. Exhibit 12.10 demonstrates a typical joining letter.
A request letter, as the name suggests, is written to request information. The tone is polite and courteous. The opening is specific, indicating what is being requested and why. The letter ends with a polite acknowledgement of the grant of the request and the action required from the recipient. Exhibit 12.11 demonstrates this clearly.
Good news letters are letters of congratulations and positive news, such as the granting of a request. A typical good news letter format consists of:
Exhibits 12.12 and 12.13 give examples of two kinds of letters conveying good news.
Exhibit 12.11 Example of a Request Letter
Exhibit 12.12 Example of a Good News Letter
Exhibit 12.13 Example of a Good News Letter
It is important to qualify the term “bad news” before discussing the format of such a letter. Bad news includes: rejection of a request, informing an employee(s) of impending layoffs, refusing an appointment, reporting a decline in sales and customers, stock out, loan cancellation, refusing a loan extension, closing of operations, or informing someone about a termination in extreme conditions.
Conveying bad news is a sensitive issue. Indeed one of the most difficult tasks in business is saying “no.” The problem is somewhat compounded in print, as we do not have the benefit of matching facial expressions and voice to convey the bad news. Generally two ways are recommended: direct and indirect.
In the direct approach, the bad news is conveyed upfront, in the opening paragraph itself. On one hand, this conveys the news clearly and doesn't beat about the bush. If stated courteously, it might be appreciated by the recipient. On the other hand, it might alienate the reader and might come across as too harsh. It might also damage the relationship. Such a letter might start with the words, “You have not been granted…”.
An indirect approach suits the reader who does not know the writer well. However, if too much “spin” is involved, it might not sound genuine. Such a letter might start with “We have always taken pride in…however, we regret that we are unable to oblige your request…”
Writers following the indirect approach use buffers like the following to cushion the impact:
Effective communicators use the following semantics to make the refusal less painful to the reader:
Exhibit 12.14 gives us an example of a letter written to convey bad news.
Exhibit 12.14 A Bad News Letter
Exhibit 12.15 Warning Letter
On the basis of preliminary enquiries conducted against an errant employee or a dissatisfactory explanation received against a show cause letter/memo, a letter of warning is issued to the employee. A typical warning can be for tardiness, unexplained absence, willful insubordination, verbal misdemeanour, and so on. Exhibit 12.15 gives an example of a warning letter.
When any employee joins a company, it is customary for the HR Manager to welcome him or her to the organization as well as to inform other employees about the new employee. Exhibit 12.16 provides an example.
Exhibit 12.16 A Welcome Letter
Exhibit 12.17 A Farewell Letter
Farewell letters are written for an employee who is leaving the organization. It is certainly difficult to compose a farewell letter for an employee who is leaving the organization under favourable circumstances. Exhibit 12.17 gives an example of a farewell letter.
Increment letters announce the award of an increment to an employee. Such letters essentially fall under the “good news” category, but they follow a particular format. Exhibit 12.18 illustrates this further.
The revised salary can be mentioned in another way too. Consider Exhibit 12.19, which shows part of an increment letter.
Exhibit 12.18 An Increment Letter
Exhibit 12.19 Part of an Increment Letter
You will be paid as below:
Employee Name | Employee Code |
Date of Joining | Position |
Exhibit 12.19
Exhibit 12.20 A Transfer Letter
Ref. No:
10 May, 2011
Sonam Mehra
56, Apsara Apartments
MG Road
New Delhi
Dear Ms Mehra,
This is to inform you that you have been transferred to our sales department and your joining date will be 15 May, 2011. Your last working day with the marketing department would be 14 May, 2011. Your earlier designation as per your appointment letter dated 15 February, 2010, was assistant marketing executive, and after the transfer, you will be a sales executive. Your employee ID, salary structure, and other perks would remain the same.
Your employment will be governed by the earlier employment agreement as well as the applicable rules, regulations, and policies of the company.
We believe you have a successful career ahead of you.
Thank you,
Sumedha Singh
HR Manager
Bizcom Computers
Accepted:
(Sonam Mehra)
Signature: ____________
Date:
An employee may have to be transferred to another location. A typical transfer letter has been shown in Exhibit 12.20.
The term memo (short for memorandum) is derived from the word “memorandus,” which means “to be remembered.”
A memorandum is a form of internal communication. It is brief and concise. Memos are used frequently in almost all organizations. Like letters, they serve as important written records and help members of an organization communicate without the need for time-consuming meetings. Memos are an efficient and effective way to convey information within an organization.
A memo should be specific and concise. For example, instead of titling the memo “Rules,” it is better to write “Office rules for attendance.” This makes filing and retrieving the memo easier. Exhibit 12.21 demonstrates the structure of a typical memo.
Memos follow a specific format, although they vary across organizations. The length of the memo also varies according to its purpose. The various kinds of memos have been described in Exhibit 12.22.
Exhibit 12.21 Structure of a Typical Memo
MEMORANDUM
To: (Name and designation)
From: (Name and designation)
Date: (Month, Day, Year)
Introduction: Gives the context briefly; states the problem; and indicates the broad purpose.
Main Body: Details requirements, requests, reports, policy changes, persuasive arguments, reminders, information, announcements, and feedback, usually in the form of a list.
Conclusion: Action points; follow up.
Attachments: If any
Copy to:
(Name of person to receive copy)
(Name of person to receive copy)
Exhibit 12.22 Various Kinds of Memos
A typically information seeking memo has already been demonstrated in Exhibit 12.11.
A typical notice in memo format has been provided in Exhibit 12.23.
At times, a notice for minor negligence is given in memo format. Exhibit 12.24 shows you how.
A show cause notice in memo format specifies the misconduct under the scheduled section and gives the employee a specific amount of time to provide a written explanation as to why disciplinary action should not be taken against him or her. Exhibit 12.25 shows this further.
Exhibit 12.23 Notice in Memo Format
From: Ashish Sharma, Personnel
To: All Employees
Date: May 19, 2010
Sub: Lunch breaks
Recently, it has come to the management's attention that some employees are taking extra time for lunch. Absences from duty are reportedly taking place with employees away from the office even 2 to 3 hours after lunch time.
States the problem or the issue.
I request you to note that the designated time for lunch breaks is from 1.00 to 1.30 pm only. Please adhere to the allotted time, failing which management may be compelled to take necessary action. I remind you that provision exists for short leave (two per month), which may be availed for urgent personal work.
Details the requirements; reminds about the rules
Action point; offers alternatives so as to not sound unsympatheic (buffer)
Thanks and regards,
Ashish Sharma
Exhibit 12.24 Memo for Minor Negligence
Memo
(Employee name)
(Employee code)
It has been brought to the management's attention that you have (give here the nature of complaint, date/place the event occurred), which resulted in (here please state the consequences such as monetary loss) to the company.
You are advised to be more careful in the future.
Thanks,
HR Manager
A warning might also be given in a memo format. Exhibit 12.26 shows you how.
When the services of the employee are transferred from one location to another, the human resources department sends a transfer memo or letter to the employee, which includes the necessary transfer-related information and terms and conditions. Exhibit 12.27 gives an example of a transfer memo.
Exhibit 12.25 Show Cause Notice in Memo Format
MEMO
To: (Name and designation)
From: (Name and designation)
Date:
Sub: Show-cause notice
It is charged that you have (here give the nature of the complaint, date/place occurred), which resulted in (here please state the consequences such as monetary loss) to the company.
Please explain why action should not be taken against you, in writing, within (here give the number of days or hours), failing which, it is construed that you have accepted the charge, and action will be taken accordingly.
Exhibit 12.26 Warning in Memo Format
To: (Name and designation)
From: (Name and designation)
Date:
Ref: Memo number … dated…
We have carefully considered your explanation, which has not been found satisfactory.
You are hereby seriously warned and any such occurrence in the future will be very seriously.
Written Warning
Date: ___________________
Employee: ___________________
Issued By: ___________________
A written warning has been issued to you on the above date. The reason for the warning is: ________________
In this electronic world, e-mail is one of the most exciting communication innovations. It is an essential part of business communication and helps us communicate with both internal and external customers. E-mail has even reduced the face-to-face communication characteristic of so many companies’ style of internal communication.
E-mail communication has the following distinguishing characteristics:
Exhibit 12.27 A Transfer Memo
Office Memo
Bizcom Computers
181A, Tech Building
Sector 53, Noida
Telephone: 12345678
Fax: 23456789
E-mail: [email protected]
Your services are being transferred from the Ahmedabad project office to our head office at Noida. By 22 May, 2011, you are requested to report at the head office of Bizcom Computers at Noida, located at 181A, Tech Building, Sector 53.
For this transfer, you will be entitled to transfer allowance as per company rules.
Sumita Menon
Head of HR
Bizcom Computers
The format of a typical e-mail is shown in Exhibit 12.28.
E-mail communication lends itself to errors. This is because people often mistakenly take it to be an informal medium and use expressions that are not in line with the rules of business grammar. When dealing with expatriates or with Indian colleagues, ensure that the language used in your e-mails is professional, crisp, and businesslike.
A headline in a newspaper grabs the reader's attention as well as provides information. It immediately tells you what the main story is all about. In a similar manner, the subject line of an e-mail should indicate the theme of the message. At times, the message is the subject line itself and, therefore, it is important to draft the subject line correctly. An appropriate subject line ensures that the e-mail is read and not deleted. The general rule is always to have a subject line. A few examples of good subject lines are:
Exhibit 12.28 Format of a Typical E-mail
Some examples of poor subject lines are:
The following are a few subject line tags for e-mails:
URG: Stop everything, read me first
HOT: Needs immediate attention
RSP: Need you to respond either way
MTG: New/modified meetings
FWD: Forward to your respective group(s)
HLP: Need information, assistance with a problem
FYI: For your information
ACT: Needs action
An e-mail is a cheaper alternative to snail mail. Hence a number of e-mails can be sent if there are many issues to address. For instance if a meeting agenda is to be communicated to employees along with news of an impending farewell party for a colleague, it is wise to send two e-mails instead of putting the agenda and the party in one e-mail. This way the messages can be remembered and responded to easily.
The first paragraph of the message should state the purpose of the e-mail and what the reader is expected to do. One can do without preliminaries and use of buffers in e-mails. Also make sure to include identification and contact details.
Exhibit 12.29 gives us a few examples of effective opening and closing lines of e-mails.
It is a good idea to streamline the e-mail inbox and other folders by deleting unnecessary e-mails. If one has to respond to a lengthy e-mail that can be deferred, then it is polite to inform the sender that the message has been read and the reply would be sent in a day or two. However, internal e-mails should be dealt with quickly as these involve projects, deadlines, meeting notes, and so on.
E-mails are official communication. They are a written form of communication that can be printed and viewed by others. Use of slang and abbreviations is poor e-mail etiquette.
Exhibit 12.30 provides an example of a poorly written e-mail.
Exhibit 12.29 Good Opening and Closing Lines in E-mails
Good opening statements | Good closing statements | Words that could be replaced |
---|---|---|
This is to inform you This is to seek your permission This is to update you This is to bring to your notice Please give approval for Further to our discussion I would like to With reference to |
Please get in touch for any further clarifications Please get in touch for further discussions I would be glad to be of assistance I would appreciate your prompt response Thanking you in anticipation Looking forward to your prompt response Looking forward to your cooperation Your support is appreciated Should you have any questions |
Reply – Response/Respond Thank – Appreciate Sorry – Apologize Please – Request you to Problems – Issues/ Challenges Can – Could (Can is considered to be rude; could is more polite) Should – May But – However Regarding – with respect to Prepone: Advance/Move up |
Exhibit 12.30 A Poorly Written E-mail
There are a lot of things wrong with the e-mail shown in Exhibit 12.31. Some of them are:
Exhibit 12.31 gives us an example of a typical welcome e-mail that might be sent out to a new employee by the company representative.
Exhibit 12.31 Welcome E-mail
To: New Employee
Cc: Mentor and Immediate Supervisor
Dear Irfan,
It's great to have you connected to Bizcom Computers on e-mail! Your company colleagues are just a click away on the global address book.
I wanted to inform you that your Employee Code is _______. We have also attached the communication deck on the PDR process and attached the form. You are requested to discuss your KPIs with the supervisor and mail the same to _____________________.
All our policies are available on the common server, in a folder titled “Company Policies.” Please make sure that you look through them.
Your unique user ID and password to access the company server will be given to you in a few days.
We wish you a successful career at Bizcom!!
Cheers,
Chanda Singh
Staffing Representative
Indian companies like Bharti have switched to using SMS instead of e-mail. Most of the internal communications in the company happen through an SMS intranet developed by IBM. Companies like Oracle and SAP already offer social networking applications inside their enterprise resource planning (ERP) systems.
Office circulars, orders, and notices are useful methods of communicating within an office.
An example of downward communication, a circular, as the word suggests, is circulated to apprise employees about additional workload, rotations, displacements, transfers, and other such information. It conveys what the management wants employees to do in a particular time period.
Circulars are quite common in government departments, but they are also an effective go-between for the management and the operating or the field staff. Circulars are typically characterized by language that is slightly obfuscated (for instance, “Further to our previous circular no. X/-21, section XV, sub-section VVI (a) has been modified as the following, until further notice…). Exhibit 12.32 gives us an example of a typical office circular.
Office orders are generally issued by an authority. They contains instructions related to office work, change of working hours, instructions regarding holidays, messages by senior authorities when they take over an organization, promotions, and so on. Office orders are issued either periodically or as required. They have an element of “order” attached to them, something that has to be unquestionably followed and implemented. Exhibit 12.33 shows this further.
Exhibit 12.32 Office Circular
To: GM and department managers |
From: HR Department, Head Office |
IPK Polymers Ltd., Indore |
|
Cc: Executive Council (Directors) |
Date 26 May, 2010 |
SUB: New employee joining effective June 1 |
Ref: HRO/Circ/9 |
We wish to introduce Mr Kirti Sarwarkar who has joined IPK Polymers Ltd. as Assistant Sales Manager. He will be based in our main office at Indore with effect from 1 June, 2010.
Thank you for your cooperation!
Rajendra Sahni |
K.P.K Sinha |
HR Officer IA |
HR Manager |
Cc: Indore Sales Office/IPK Warehouse |
Exhibit 12.33 An Office Order
From: KPS Srivastava, President |
To: All employees in Plant II |
DIR/2010/27
It is hereby informed that in lieu of the extended production schedule, henceforth all Saturdays from July 2010 will be considered working days with regular weekday timings.
This order is issued with the permission of the competent authority.
KPS Srivastava
Chief Administration Officer
A notice is a sign posted in a public space. It deals with announcements and other general information. A communiqué issued by a government official is also called a notice. A communication of national importance is also issued in the newspapers as a public notice. Exhibit 12.34 provides us with an example.
Notice is a sign posted on a public space. It generally deals with announcements and other general information.
Exhibit 12.34 Example of a Notice
From: Secretary, Employee Council |
To: All employees |
Ref: ECM/04/2010
Date: May 21, 2010
A meeting of the Council has been scheduled to be held on Monday, i.e., May 24, 2010, at 3 pm in FB-1. All are requested to make it convenient to attend the meeting.
The agenda for meeting is:
Confirmation of the minutes of the last council meeting held on March 9, 2010.
Discussion on the new pension yojana.
Any other matter with the permission of the chair, M.K. Sharma.
Professor, we are an organization consisting of relatively young employees. We came across one case where four or five employees were interacting with each other on official e-mail. It started with a nice message and slowly descended into abusive and disrespectful language. They all were joking around on official e-mail. We are not aware if any of them was personally hurt or offended, as we did not get any complaints. I approached one of them and explained the basics of e-mail etiquette and gently chided him. Now I want the entire organization to take precautions when corresponding with each other on e-mail. How should we compose an e-mail to employees advising them about e-mail usage and acceptable e-mail norms in our organization?
Compose an e-mail to help Prof Naved with this request.
Complaint by customer:
I bought two packets of Delicious Biscuits recently; unfortunately, the biscuits are all in pieces or crumble quite easily when handled. This has been occurring for about the past four months. The retailer is quite prominent (Appu Stores in Ahmedabad), and I doubt that they are at fault. I am quite disappointed in the decline in quality of Delicious Biscuits.
–A loyal customer
Reply to the complaint:
Dear Dr. Maheshwari,
Thank you very much for your valuable feedback. Customers like you are an integral part of our business and your satisfaction is very important to us.
We are very sorry for the inconvenience caused to you in this instance. We shall contact you shortly to understand the nature of your complaint first-hand and take remedial action.
We shall also be glad to have your suggestions on what kind of products you would like Delicious Biscuits to make in the future.
Best regards,
Customer Service division
Delicious Biscuits
After a while I looked to start sharing all of the documentation and tutorials that I had written while learning about Google technologies.(Written by Sam Slee in the Google Analysis Products department. Available at <http://googleforstudents.blogspot.com/2008/12/googlers-beta.html>/.)
Read more: <http://techcrunch.com/2010/02/12/googlecrush-parisian-love/#ixzz0p1XeVqZn>
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