The AMA handbook of business letters

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   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   Cliches   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 Resumes   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 1   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