Webster's New World Letter Writing Handbook

Introduction

PART I: Letter Writing Basics

Prewriting Planning

Twelve Rules for Better Letter Writing

Tone

Layouts and Supplies

Letter Writing Advice from Lewis Carroll

Persuasion in Print

Special Considerations for Writing about Technology

PART II: Personal Correspondence

Letters that Strengthen Relationships

Information Letters

Requests

Letters that Require Special Handling

PART III: Career and Employment Letters

Cover Letters and Job Inquiries

Résumés

After the Interview

Letters from Employers to Potential Employees

Letters of Recommendation and Introduction

Query Letters

PART IV: General Business Correspondence

Communicating Business Information

Networking Business Letters

Business Requests

Invitations

Special Requests: Sponsorship, Fundraising, and Donation Letters

Letters of Confirmation and Acknowledgment

Tough Situations

PART V: Internal Communication

FYI Internal Memos

Internal Requests

Announcements

Management Issues

Meetings

Reports in Memo Format

PART VI: Customer Service Correspondence

Relationship-Building Letters

Routine Customer Correspondence

Sensitive Customer Correspondence

Tips for Effective Client Communication

PART VII: Sales and Marketing Letters

Types of Sales Letters

Selling by Invitation

Generating Leads

Inquiry-Fulfillment Letters

After-Sale Letters

Nonprofit Fundraising

PART VIII: Credit, Collection, and Billing

Billing Letters

When the Account Is in Collections

When the Collection Is in Dispute

Working Out Arrangements

Lines of Credit

PART IX: Vendor Communications

Letters Requesting Information

Letters Expressing Dissatisfaction

Letters Regarding Bids, Contracts, and Agreements

Letters that Strengthen the Client/Vendor Relationship

Common or Possible Client-to-Vendor Requests

Letters Regarding Payment Problems

Other Letters to Vendors

PART X: E-Mail and

ROBERT W. BLY is the Director of the Center for Technical Communication, a consulting firm that specializes in business communication and marketing. He has been a copywriter and consultant for more than twenty years, and is the author of more than forty-five books.