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by Edward Coleman, Jeffrey L. Seglin
The AMA Handbook of Business Letters, 4th Edition
Cover
Half title
Title
Copyright
Contents
Preface to the Fourth Edition
Part I. The Basics
Approaching This Book
Approach of This Book
Chapter 1. Planning the Letter
Researching the Facts
Analyzing the Subject and Reader
Knowing Your Objectives and How to Accomplish Them
Chapter 2. Components of an Effective Letter
Language—Clarity Versus Ambiguity
Tone—Personality
Focus of Attention—The “You Attitude”
Length
Chapter 3. Structure: The Parts of a Letter
Dateline
Reference Line
Personal or Confidential Note
Inside Address
Attention Note
Salutation
Subject Line
Paragraphs
Continuation Sheets
Complimentary Close
Signature Block
Identification Line
Enclosure and Attachment Notations
Distribution Notation
Postscript
Chapter 4. Appearance of the Letter
Stationery
Formats
Full Block
Block
Semiblock
Simplified Letter
Official Style
Hanging Indented
Envelopes
Memorandums
Email
Chapter 5. Grammar
Grammar
Wrong Pronouns
Pronouns and Antecedents
Subject and Verb Agreement
Dangling Modifiers
Split Infinitives
Parallel Structure
Punctuation
Capitalization
Spelling
Jargon
Clichés
Wordiness
Part II. The Letters
Chapter 6. Sales, Marketing, and Public Relations Letters
Letters of Introduction
Sales Letters
Letter Accompanying Renewal Notice
Letter Announcing a Special Presentation
Letter Expressing Appreciation to Customers
Catalog Letters
Sales Inquiry Response
Appointment Requests
Letters of Interest
Letter to Difficult-to-See Prospect
Letter to Find Decision Maker
Letters Confirming Proposals
Follow-Up Sales Call Letters
Letter to Renew Contact
Letter Welcoming New Client
Letter Asking for Referral
Letter Promoting Special Sale
Letter to Wish Existing Customer Holiday Greetings
Letter to Acknowledge Anniversary of a Sales Relationship
Public Relations Letters
Chapter 7. Customer Service Letters
Complaint Resolution Letters
Apology Letters
Letter Acknowledging Order
Letters Correcting Wrong Shipment
Product or Service Information Letters
Thank-You Letters to Customers
Letter to Lapsed Customer
Pricing Letters
Change-in-Location Letters
Project Status Letters
Product-Handling Letter
Letters Announcing Personnel Changes
Subscription Response Letters
Letters to Stockholders
Letter Dealing with Unreasonable Customer
Chapter 8. Credit and Collection Letters
Letter Requesting Commercial Credit
Credit Information Letters
Letters Announcing Credit Policy Change
Returned-Check Letters
Credit Reference Letters
Letter Denying Credit
Letters Granting Credit
Letter Raising Credit Limit
Letter Clearing Disputed Items
Stop-Payment Letter
Collection Letters
Credit-Suspension Letter
Letter Reinstating Credit
Letters Accepting Partial Payment
Letter Acknowledging Payment
Letter About Deposit Due
Letter to Lender to Renegotiate Payment Terms
Letter from Customer About Billing Error
Chapter 9. Letters to Vendors and Suppliers
Letter Dealing with a Request for Proposal
Letters Involved with Presentations
Letters Dealing with Vendor Bids
Letter Placing Order
Letter Requesting Distributor’s Name
Letter Seeking Information About Product
Letter Asking About Quantity Discounts
Letters Complimenting Vendors
Letters Clearing Up Billing Errors
Letters Complaining to Vendors
Letter Cancelling Contract
Letter Firing Vendor Because of Economic Conditions
Chapter 10. Personnel Letters
Job Interview Request Letters
Letters Accompanying Résumés
Letter Withdrawing Candidacy for a Position
Letters Responding to Job Applications
Letters Thanking People Who Recommended Applicants
Job-Offer Letters
Letters Accepting or Rejecting Job Offers
Letter Welcoming New Employee
Recommendation Letters
Commendation Letters
Letters About Job Promotions
New-Employee Announcement Letter
Letters Requesting and Refusing Raises
No-Longer-With-Us Letters
Letter of Resignation
Letters to Retiring Employees
Letters Regarding Leaves of Absence
Letter Offering Employee a Lesser Position
Reprimand
Termination Letters
Letter Acknowledging Anniversary Date
Letter Announcing Staff Changes
Letter Requesting Mentorship
Farewell Letter to Employee
Chapter 11. Transmittal Letters
Letters Transmitting Payment
Letter Transmitting Contracts
Letters Transmitting Requested Materials
Letter Transmitting Manuscript
Letter Transmitting Manuscript to Reviewer
Letter Transmitting Final Invoice
Chapter 12. Confirmation Letters
Letter Confirming Supplier’s Oral Instructions
Letter Confirming Prices and Quantity Discounts
Letter Confirming Arrangements for Speaker
Letter Confirming Appointment
Letter Confirming Travel Plans
Letter Confirming Telephone Conversation
Letters Confirming Receipt of Materials
Chapter 13. Request Letters
Letter Requesting Information About Accommodations
Letter Requesting Information About Seminars
Letter Requesting Assistance
Letters Requesting Return of Material
Letter Requesting Material from Speaker
Letter Requesting Correction on Charge Account
Letter Requesting Reprint of Article
Letter Requesting Subscription Cancellation
Letter Requesting Free Products
Letter Requesting Information About a New Product
Letter Requesting Pricing Information
Chapter 14. Replies
Letter Acknowledging Order
Letter Acknowledging Registration for Conference
Remittance Letter
Response to Request for Clarification
Response to Request for Information About Member of Organization
Letters Responding to Requests for Materials
Letter Replying to a Sales Letter
Letter Responding to a Request for Free Products
Letter Responding to Request for Information About a New Product
Letters Responding to Requests to Be a Speaker
Chapter 15. Permissions Letters
Letters Seeking Permission to Reprint
Letters Indicating More Information Needed for Permission
Letters Granting Permission
Letters Denying Permission
Cover Letter for Contract
Letter Requesting Reversion of Rights
Chapter 16. Social, Personal, and Miscellaneous Letters
Thank-You Letters
Invitations
Letters Accepting Invitations
Letters Declining Invitations
Letter Expressing Interest in Speaking
Letter Reserving Meeting Facility
Letter Requesting Membership in a Club
Follow-Up Letter to Speech Attendees
Letter Expressing Compliments on an Article
Birthday Greetings Letter
Public Service and Fund-Raising Letters
Letters Declining Requests for Donations
Letter Urging Political Representative to Action
Congratulations-on-New-Position Letters
Letters to Sick Employees, Acquaintances
Condolence Letter
Letter Congratulating Someone on Opening a Business
Letter Announcing Retirement
Part III. Appendixes
Appendix I. Words to Watch
Appendix II. Punctuation
Index
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Fourth Edition
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