The Encyclopedia of Business Letters, Faxes, and E-Mail, Revised Edition by Bly, Robert W. -- Read -- Imperial Library of Trantor

Index

Title Page Copyright Page Table of Contents Dedication Acknowledgements Introduction 1 - Special Rules, Tips, and Guidelines for Writing Business E-Mails

2 - How to Format Your Business Letter, Fax, Memo, or E-Mail

Letters Faxes Memos E-mails

3 - Job-Hunting and Employment-Related Correspondence

Correspondence to gain employment Correspondence to hire employees Other employment correspondence

4 - Corresponding With Colleagues

Business greetings Requests Thank-you correspondence Congratulations Declining requests and invitations Expressions of personal concern

5 - Corresponding With Vendors

Hiring vendors Placing and receiving orders Day-to-day contact Problem situations Thank-you correspondence

6 - Corresponding With Employees and Employers

Day-to-day communications with employees Communications with your employer Sharing good news Announcing bad news

7 - Communications to Get, Keep, and Satisfy Customers

Getting business Daily business transactions Taking care of customers Being courteous Dealing with problems Sample virus protection policy

8 - Business and Consumer Complaints and Requests

Business requests Business complaints Responses to customer complaints Consumer requests Consumer complaints Thank-you correspondence for resolved complaints

9 - Credit and Collection Correspondence

Correspondence regarding credit Collection notices Collection courtesy Collection tips

10 - Sales Communications

A writing formula that sells Sales series Inquiry fulfillments Tips for writing successful inquiry fulfillment letters A word on bounce-back cards Follow-ups Quotations and estimates Agreements Correspondence about add-on support Order confirmations and “zap” correspondence

11 - Direct Marketing Communications

E-mail marketing: making it work for you Direct mail sales correspondence Lead-generating correspondence Instructions for direct marketing design

About the Authors