The AMA Handbook of Business Letters

Contents......Page 8
Preface to the Third Edition......Page 14
Preface to the Second Edition......Page 16
Preface to the First Edition......Page 17
Approaching This Book......Page 19
Approach of This Book......Page 20
CHAPTER 1 Planning the Letter......Page 21
Researching the Facts......Page 22
Analyzing the Subject and Reader......Page 23
Knowing Your Objectives and How to Accomplish Them......Page 24
Language—Clarity vs. Ambiguity......Page 26
Tone—Personality......Page 29
Focus of Attention—The ‘‘You Attitude’’......Page 31
Length......Page 33
Dateline......Page 34
Personal or Confidential Note......Page 35
Inside Address......Page 36
Attention Note......Page 38
Salutation......Page 39
Paragraphs......Page 40
Continuation Sheets......Page 41
Complimentary Close......Page 42
Signature Block......Page 43
Identification Line......Page 44
Distribution Notation......Page 45
Postscript......Page 46
Stationery......Page 47
Various Formats for Letter Writing......Page 49
Memorandums......Page 58
E-Mail......Page 60
Notes......Page 63
Grammar......Page 64
Jargon......Page 71
Wordiness......Page 72
Word-Processing Software......Page 74
Using Model Letters......Page 75
PART II The Letters......Page 79
Letters of Introduction......Page 81
Sales Letters......Page 90
Letter Accompanying Renewal Notice......Page 109
Letter Announcing a Special Presentation......Page 110
Catalog Letters......Page 111
Sales Inquiry Response......Page 115
Appointment Requests......Page 116
Letters of Interest......Page 119
Letter to Difficult-to-See Prospect......Page 122
Letter to Find Decision Maker......Page 123
Letters Confirming Proposals......Page 124
Follow-Up Letters......Page 127
Letter to Renew Contact......Page 135
Letter Welcoming New Client......Page 136
Letter Asking for Referral......Page 137
Letter Promoting Special Sale......Page 139
Letter to Acknowledge Anniversary of a Sales Relationship......Page 140
Public Relations Letters......Page 141
Complaint Resolution Letters......Page 152
Apology Letters......Page 163
Letter Acknowledging Order......Page 172
Letter to Customer Who Mistakenly Returned Merchandise......Page 173
Letters Correcting Wrong Shipment......Page 174
Product or Service Information Letters......Page 176
Thank-You Letters to Customers......Page 181
Letter to Lapsed Customer......Page 186
Pricing Letters......Page 187
Change-in-Location Letter......Page 190
Project Status Letters......Page 192
Product-Handling Letter......Page 196
Letter Explaining Regulatory Impact on Client......Page 197
Subscription Response Letters......Page 199
Letters to Stockholders......Page 204
Letter Requesting Commercial Credit......Page 219
Credit Information Letters......Page 220
Letters Announcing Credit Policy Change......Page 222
Returned-Check Letters......Page 225
Credit Bureau Complaint......Page 228
Credit Reference Letters......Page 229
Letter Denying Credit......Page 232
Letters Granting Credit......Page 233
Letter Clearing Disputed Items......Page 237
Stop-Payment Letter......Page 238
Collection Letters......Page 239
Credit-Suspension Letter......Page 249
Letter Reinstating Credit......Page 250
Letters Accepting Partial Payment......Page 251
Letter About Deposit Due......Page 254
Letter to Lender to Renegotiate Payment Terms......Page 255
Letter from Customer About Billing Error......Page 257
Letter Placing Order......Page 258
Letter Requesting Free Materials......Page 259
Letter Requesting Distributor’s Name......Page 260
Letter Seeking Information About Product......Page 261
Letter Asking About Quantity Discounts......Page 262
Letters Complimenting Vendors......Page 263
Letters Clearing Up Billing Errors......Page 266
Letters Complaining to Vendors......Page 268
Letter Cancelling Contract......Page 270
Letter Firing Vendor Because of Economic Conditions......Page 271
Job Interview Request Letters......Page 273
Letters Accompanying Résumés......Page 279
Letter Withdrawing Candidacy for a Position......Page 284
Letters Responding to Job Applications......Page 285
Letters Thanking People Who Recommended Applicants......Page 300
Job-Offer Letters......Page 302
Letters Accepting or Rejecting Job Offers......Page 310
Letter Welcoming New Employee......Page 312
Recommendation Letters......Page 313
Commendation Letters......Page 318
Review Letter......Page 326
Letters About Job Promotions......Page 328
New-Employee Announcement Letter......Page 330
Letters Requesting and Refusing Raises......Page 331
Letter Introducing Outside Person......Page 335
No-Longer-with-Us Letters......Page 336
Letter of Resignation......Page 338
Retirement Letters......Page 339
Letter Granting Leave of Absence......Page 341
Letter Demoting Employee Because of Economic Conditions......Page 342
Reprimand......Page 343
Termination Letters......Page 344
Letter Acknowledging Anniversary Date......Page 351
Letter Announcing Staff Changes......Page 352
Motivation Letter to Employees......Page 353
Farewell Letter to Employee......Page 355
Letters Transmitting Payment......Page 357
Letter Transmitting Contracts......Page 362
Letters Transmitting Requested Materials......Page 363
Letter Transmitting Manuscript......Page 365
Letter Transmitting Manuscript to Reviewer......Page 366
Letter Transmitting Final Invoice......Page 367
Letter Confirming Supplier’s Oral Instructions......Page 369
Letter Confirming Prices and Quantity Discounts......Page 370
Letter Confirming Arrangements for Speakers......Page 371
Letter Confirming Appointment......Page 372
Letter Confirming Travel Plans......Page 373
Letter Confirming Telephone Conversation......Page 374
Letter Confirming Telegram......Page 375
Letters Confirming Receipt of Materials......Page 376
Letter Confirming Assignment......Page 378
Letter Requesting Information About Accommodations......Page 380
Letter Requesting Information About Seminars......Page 381
Letter Requesting Assistance......Page 382
Letters Requesting Return of Material......Page 384
Letter Requesting Material from Speaker......Page 386
Letter Requesting Correction on Charge Account......Page 387
Letter Requesting Reprint of Article......Page 388
Letter Requesting Subscription Cancellation......Page 389
Letter Requesting Catalog......Page 390
Letter Requesting Free Products......Page 391
Letter Requesting Information About a New Product......Page 392
Letter Requesting Pricing Information......Page 393
Letter Acknowledging Order......Page 395
Letter Acknowledging Registration for Conference......Page 396
Remittance Letter......Page 397
Response to Request for Clarification......Page 398
Response to Request for Information About Member of Organization......Page 399
Letter Responding to Request for Information from a Government Agency......Page 401
Letters Responding to Requests for Materials......Page 402
Letter Replying to a Sales Letter......Page 405
Letter Responding to a Request for a Catalog......Page 406
Letter Responding to a Request for Free Products......Page 407
Letter Responding to Request for Information About a New Product......Page 408
Letters Responding to Requests to Be a Speaker......Page 409
Letters Seeking Permission to Reprint......Page 411
Letters Indicating More Information Needed for Permission......Page 415
Letters Granting Permission......Page 417
Letters Denying Permission......Page 419
Cover Letter for Contract......Page 421
Letter Requesting Reversion of Rights......Page 422
Thank-You Letters......Page 424
Invitations......Page 441
Responses to Invitations......Page 447
Letter Expressing Interest in Speaking......Page 455
Letter Reserving Meeting Facility......Page 456
Letter Requesting Membership in a Club......Page 457
Follow-Up Letter to Speech Attendees......Page 459
Letter Expressing Compliments on an Article......Page 460
Birth Congratulations Letter......Page 461
Public Service and Fund-Raising Letters......Page 462
Congratulations-on-New-Position Letters......Page 473
Letters to Sick Employees, Acquaintances......Page 475
Condolence Letter......Page 477
Letter Congratulating Someone on a Business Opening......Page 478
Letter Announcing Retirement......Page 479
PART III Appendixes......Page 481
APPENDIX I Words to Watch......Page 483
APPENDIX II Punctuation......Page 489
APPENDIX III Abbreviations......Page 495
APPENDIX IV Grammar Hotline Directory......Page 499
Bibliography......Page 517
A......Page 521
C......Page 522
D......Page 524
G......Page 525
I......Page 526
L......Page 527
N......Page 528
P......Page 529
R......Page 531
S......Page 533
T......Page 535
W......Page 536
Y......Page 537