Business Letters That Work

Contents......Page 6
Preface......Page 8
1 Aiming Your Letter......Page 10
Know why you are writing......Page 11
Determine who your reader is......Page 13
Establish what your reader needs......Page 14
Consider how to approach the task......Page 16
Decide where and when to write......Page 19
2 Planning and Structuring Your Letter......Page 22
List the content of your letter......Page 23
Decide the sequence of delivery......Page 25
Form the paragraph structure......Page 28
Control your sentence length......Page 30
Use a range of punctuation......Page 32
3 Language and Style......Page 37
Be active......Page 38
Choose familiar words......Page 40
Paint a concrete picture......Page 42
Avoid clichés......Page 44
Control jargon and technical language......Page 48
4 Layout of Your Letter......Page 52
Quote references in full......Page 54
Choose an apt salutation......Page 55
Use informative headings......Page 59
Start with your reason for writing......Page 61
End by pointing the way ahead......Page 63
Match the close to the salutation......Page 64
5 Strategies for Business Letters......Page 69
Sequence your letter to achieve your aim......Page 70
Choose an appropriate tone......Page 72
Give or get information clearly......Page 74
Handle complaints with tact and authority......Page 76
Get timely action......Page 80
Promote your product or service......Page 83
6 Editing and Proofreading......Page 87
Focus your proofreading......Page 88
Know where to find errors......Page 90
Check you are clear and concise......Page 92
Fulfil your aim......Page 95