The Encyclopedia of Business Letters, Fax Memos, and E-Mail

by Bly, Robert W.

• ISBN13: 9781564143754
• ISBN10: 1564143759
• Format: Paperback
• Copyright: 1999-05-01
• Publisher: Career Pr Inc

Summary

Fast faxes, crisp memos, instant e-mails--these have replaced the long, leisurely business letters of the past. With more than 300 model letters and instructions for adapting each to various situations, this reference puts graceful, concise, persuasive correspondence at your fingertips. National print features.

Author Biography

Robert W. Bly is the director of the Center for Technical Communication, a consulting firm that helps business people improve their communication and interpersonal skills. He is the author of more than 35 books, including The Elements of Business Writing and Keeping Clients Satisfied.

Table of Contents

	p. 9
Quick Tips For Better Business Writing	p. 11
12 secrets of clear writing	p. 12
Rules For Business Letters, Faxes, Memos, and E-mail	p. 21
The business letter	p. 21
The fax	p. 23
The office memo	p. 25
E-mail	p. 25
Cover Letters, Resumes, and Other Hiring Letters	p. 30
Letters to gain employment	p. 30
Writing a resume	p. 44
Letters by employers responding to job applicants	p. 49
Other employment letters	p. 55
Corresponding With Colleagues	p. 59
Business greetings	p. 59
Letters of request	p. 62
Letters of thanks	p. 68
Letters of congratulations	p. 71
The turn down	p. 73
Letters of personal concern	p. 75
Corresponding With Vendors	p. 77
Hiring vendors	p. 77
Placing and receiving orders from vendors	p. 83
Day-to-day contact with vendors	p. 87
Problem situations with vendors	p. 89
Letters of thanks	p. 90
Corresponding With Employees and Employers	p. 92
Day-to-day communications with employees	p. 92
Communication with your employer	p. 101
Spreading good news	p. 106
Sending out bad news	p. 112
Interoffice e-mail messages	p. 120
Letters to Get, Keep, and Satisfy Customers	p. 123
Getting business	p. 123
Daily business transactions	p. 135
Taking care of customers	p. 145
Being courteous	p. 153
Dealing with problems	p. 159
Business and Consumer Complaints and Requests	p. 167
Business letters handling a request	p. 167
Business complaint letters	p. 171
Letters that handle customer complaints	p. 171
Consumer letters for making requests	p. 180
Consumer complaint letters	p. 184
Thanks for resolving a complaint	p. 192
Credit and Collection Letters	p. 194
Letters regarding credit	p. 194
Collection letters	p. 203
Collection courtesy	p. 208
Collection tips	p. 210
Sales Letters	p. 215
A writing formula that sells	p. 215
Sales series	p. 219
Inquiry fulfillment letters	p. 227
Follow-up letters	p. 233
Letters of quotation	p. 237
Letters of agreement	p. 241
Letters for add-on support	p. 244
Letters that open or close the door	p. 247
Thank you letter for an order, including confirmation	p. 248
Zap letters	p. 248
Direct Marketing Letters	p. 250
Model direct mail letters	p. 250
The direct mail reply card	p. 251
Direct mail sales letters	p. 253
Lead-generating letters	p. 258
Instructions for direct marketing letter design	p. 271
Direct mail faxing	p. 273
Direct mail via the Internet	p. 275
About the Author	p. 280
Index	p. 283
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