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Preface | ||
Preface to the Second Edition | ||
Ch. 1 | Planning the Letter | 3 |
Ch. 2 | Components of an Effective Letter | 7 |
Ch. 3 | Structure: The Parts of a Letter | 13 |
Ch. 4 | Appearance of the Letter | 23 |
Ch. 5 | Grammar and Usage | 36 |
Ch. 6 | Word Processing | 45 |
Ch. 7 | Sales, Marketing, and Public Relations Letters | 51 |
Ch. 8 | Customer Service Letters | 115 |
Ch. 9 | Credit and Collection Letters | 171 |
Ch. 10 | Letters to Vendors and Suppliers | 203 |
Ch. 11 | Personnel Letters | 217 |
Ch. 12 | Transmittal Letters | 276 |
Ch. 13 | Confirmation Letters | 288 |
Ch. 14 | Request Letters | 298 |
Ch. 15 | Replies | 313 |
Ch. 16 | Permissions Letters | 328 |
Ch. 17 | Social, Personal, and Miscellaneous Letters | 340 |
Appendix I. Words to Watch | 381 | |
Appendix II. Punctuation | 387 | |
Appendix III. Abbreviations | 391 | |
Appendix IV. Grammar Hotline Directory | 395 | |
Bibliography | 407 |
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