The AMA Handbook of Business Letters

Table of contents

• The AMA Handbook of Business Letters i
• Title Page ii
• Contents vii
• Preface to the Third Edition xiii
• Preface to the Second Edition xv
• Preface to the First Edition xvii
• Part I - The Basics 1
• Chapter 1 - Planning the Letter 3
• Chapter 2 - Components of an Effective Letter 8
• Chapter 3 - Structure: the Parts of a Letter 16
• Chapter 4 - Appearance of the Letter 29
• Chapter 5 - Grammar 46
• Chapter 6 - Word Processing 56
• Part II - The Letters 61
• Chapter 7 - Sales, Marketing. and Public Relations Letters 63
• Chapter 8 - Customer Service Letters 134
• Chapter 9 - Credit and Collection Letters 201
• Chapter 10 - Letters to Vendors and Suppliers 240
• Chapter 11 - Personnel Letters 255
• Chapter 12 - Transmittal Letters 339
• Chapter 13 - Confirmation Letters 351
• Chapter 14 - Request Letters 362
• Chapter 15 - Replies 377
• Chapter 16 - Permissions Letters 393
• Chapter 17 - Social, Personal, and Miscellaneous Letters 406
• Part III - Appendixes 463
• Appendix I - Words to Watch 465
• Appendix II - Punctuation 471
• Appendix III - Abbreviations 477
• Appendix IV - Grammar Hotline Directory© 481
• Bibliography 499
• Index 503

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