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by Regina Anne Kelly, Robert W. Bly
The Encyclopedia of Business Letters, Faxes, and E-mail
Title Page
Copyright Page
Table of Contents
Dedication
Acknowledgements
Introduction
1 - Special Rules, Tips, and Guidelines for Writing Business E-Mails
Three basic rules of business e-mail etiquette
Tips for avoiding common e-mail blunders
Guidelines for crafting the most effective 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
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