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Bigger and better than ever, this new edition of The McGraw-Hill Handbook of Business Letters packs more than 300 ready-to-use business letters and memos. Poe includes sample letters which supply the language, tone, and style; users supply the details, signature, and envelope.

Tabla de contenidos provista por Syndetics

• About This Handbook(p. xv)
• A Gallery of Letters(p. xvii)
• Part 1 The Letter Writer's Craft(p. 1)
• Section 1 What a Good Business Letter Is--and Is Not(p. 2)
• Section 2 Consider Goodwill in Your Communications(p. 7)
• Section 3 Don't Waste Words(p. 12)
• Section 4 Keep the Language Lively and Simple(p. 21)
• Section 5 Personalize Your Letters(p. 28)
• Section 6 Emphasize the Positive(p. 36)
• Section 7 Use the Correct Letter Form(p. 44)
• Part 2 Request Letters and Responses to Request Letters(p. 53)
• Section 8 Asking for Information About Materials, Prices, and Discounts(p. 54)
• 8-1 Asking for a Free Catalog(p. 55)
• 8-2 Responding to a Request for a Free Catalog(p. 56)
• 8-3 Requesting Free Products(p. 57)
• 8-4 Responding to a Request for Free Products(p. 58)
• 8-5 Asking About a New Product(p. 59)
• 8-6 Responding to a Request for Information About a New Product(p. 60)
• 8-7 Asking About a Product and the Name of a Dealer(p. 60)
• 8-8 Supplying Information About a Product and the Name of a Dealer(p. 61)
• 8-9 Asking About Prices and Discounts(p. 62)
• 8-10 Responding to an Inquiry About Prices and Discounts(p. 63)
• 8-11 Requesting Advice and Product Inspection(p. 64)
• 8-12 Responding to a Request for Advice and Product Inspection(p. 65)
• 8-13 Asking About Training Materials(p. 66)
• 8-14 Supplying Information About Training Materials(p. 67)
• 8-15 Asking for Detailed Information on a Service(p. 68)
• 8-16 Supplying Detailed Information on a Service(p. 69)
• Section 9 Requests to Reproduce Printed Materials(p. 70)
• 9-1 Requesting Magazine Reprints or Permission to Reproduce(p. 71)
• 9-2 Responding to a Request for Reprints or Permission to Reproduce(p. 72)
• 9-3 Requesting Free Reproduction Privileges of a Book Illustration(p. 73)
• 9-4 Responding to a Request for Free Reproduction Privileges(p. 74)
• 9-5 Requesting Reproduction Privileges for Commercial Use(p. 75)
• 9-6 Responding to a Request for Reproduction Privileges for Commercial Use(p. 76)
• 9-7 Requesting Permission to Reproduce Noncopyrighted Materials(p. 77)
• 9-8 Responding to a Request for Permission to Reproduce Noncopyrighted Materials(p. 78)
• 9-9 Requesting a Copy of a Speech for Distribution(p. 79)
• 9-10 Responding to a Request for a Copy of a Speech for Distribution(p. 79)
• Section 10 Letters Asking for an Appointment(p. 80)
• 10-1 Asking to Visit Showrooms(p. 81)
• 10-2 Responding to a Request to Visit Showrooms(p. 82)
• 10-3 Asking for an Appointment to See a Computer Operation(p. 83)
• 10-4 Responding to a Request for an Appointment to See a Computer Operation(p. 84)
• Section 11 Other "Asking" Letters(p. 85)
• 11-1 Asking About Conference Accommodations(p. 86)
• 11-2 Supplying Information About Conference Accommodations(p. 87)
• 11-3 Asking About Housing(p. 88)
• 11-4 Responding to a Letter About Housing(p. 89)
• 11-5 Asking About Residence and Vacation Property(p. 89)
• 11-6 Responding to an Inquiry About Residence and Vacation Property(p. 90)
• Part 3 Transmittal, Confirmation, and "Announcing" Letters(p. 91)
• Section 12 Transmittal Letters(p. 92)
• 12-1 Transmitting Payment on Account(p. 93)
• 12-2 Transmitting Final Payment on Account(p. 93)
• 12-3 Transmitting Payment-Discrepancy Explained(p. 94)
• 12-4 Transmitting a Contract(p. 95)
• 12-5 Transmitting a Program Draft for Approval(p. 96)
• 12-6 Transmitting Materials Separately(p. 97)
• Section 13 Confirmation Letters(p. 98)
• 13-1 Confirming Oral Instructions(p. 99)
• 13-2 Confirming Prices and Discounts(p. 100)
• 13-3 Confirming an Appointment(p. 101)
• 13-4 Confirming Travel Arrangements(p. 102)
• Section 14 "Announcing" Letters(p. 103)
• 14-1 Announcing a New Product(p. 104)
• 14-2 Announcing an Acquisition(p. 105)
• 14-3 Announcing an Anniversary(p. 106)
• Part 4 Sales Communications(p. 107)
• Section 15 Writing Sales Letters(p. 108)
• 15-1 Selling a Product(p. 110)
• 15-2 Selling an Educational Course(p. 111)
• 15-3 Selling a Book(p. 112)
• 15-4 Selling Conference Accommodations(p. 113)
• 15-5 Selling a "Retirement Concept" of Living(p. 114)
• Section 16 Writing Sales Promotion Communications(p. 115)
• 16-1 Invitation to an Open House(p. 116)
• 16-2 Formalized Invitation to a Special Exhibit(p. 117)
• 16-3 Follow-Up to an Exhibit Visitor(p. 118)
• 16-4 Announcing New Products and Services(p. 119)
• 16-5 Announcing a New Location(p. 120)
• 16-6 Welcoming a Newcomer to the Community(p. 121)
• Part 5 Letters from Customers to Suppliers(p. 123)
• Section 17 General Letters from Customers to Suppliers(p. 124)
• 17-1 Placing a Cash Order(p. 125)
• 17-2 Placing a COD Order(p. 126)
• 17-3 Placing a Credit Card Order(p. 127)
• 17-4 Praising a Supplier's Sales Representative(p. 128)
• 17-5 Thanking a Supplier for Service and Support(p. 129)
• Section 18 Problem Letters from Customers to Suppliers(p. 130)
• 18-1 Receipt of a Low-Quality Office Product(p. 131)
• 18-2 Response to Letter About Receipt of a Low-Quality Office Product(p. 132)
• 18-3 Error in an Invoice(p. 133)
• 18-4 Response Regarding Error in an Invoice(p. 133)
• 18-5 Complaint About a Supplier's Sales Representative(p. 134)
• 18-6 Response to Complaint About a Supplier's Sales Representative(p. 135)
• 18-7 Poor Service on a Special Order(p. 136)
• 18-8 Response to a Letter Regarding Poor Service on a Special Order(p. 137)
• 18-9 Poor Performance on a Service Contract(p. 138)
• 18-10 Responding to a Letter About Poor Performance on a Service Contract(p. 139)
• 18-11 Receipt of an Unacceptable Substitute(p. 140)
• 18-12 Response to Letter About an Unacceptable Substitute(p. 141)
• 18-13 Customer Receives a "Pay-or-Else" Letter in Error(p. 142)
• 18-14 Response to a Complaint About "Pay-or-Else" Letter(p. 143)
• 18-15 Irate Customer Accuses Supplier of Sloppy Record Keeping(p. 144)
• 18-16 Response to Customer About Sloppy Record Keeping(p. 145)
• 18-17 Response by an Irate Customer Who Discovers an Error(p. 145)
• 18-18 Complaint About Loss of Conference Materials(p. 146)
• 18-19 Response to Complaint About Loss of Conference Materials(p. 147)
• 18-20 Customer Not Given an Expected Discount(p. 148)
• 18-21 Response to a Customer Who Is Not Given an Expected Discount(p. 149)
• Part 6 Letters from Suppliers to Customers(p. 151)
• Section 19 General Letters from Suppliers to Customers(p. 153)
• 19-1 Introducing a New Sales Representative(p. 154)
• 19-2 Follow-Up of a Sales Representative's Call(p. 155)
• 19-3 Thanking a Customer for Courtesies to a Sales Representative(p. 156)
• 19-4 Acknowledging a First Order(p. 157)
• 19-5 Follow-Up After Services Have Been Rendered(p. 158)
• 19-6 Follow-Up on a Previous Order(p. 159)
• 19-7 Thanking a Customer for a Referral(p. 160)
• 19-8 Thanking a Customer for Payment and for an Order(p. 161)
• 19-9 Expressing Appreciation for Past Support(p. 162)
• 19-10 Acknowledging a Large Order(p. 163)
• 19-11 Congratulating a Customer on a Professional Achievement(p. 164)
• 19-12 Writing to a Customer Who Has Stopped Buying(p. 165)
• 19-13 Winning Back an Inactive Customer(p. 166)
• 19-14 Thank-You Letter for Sending a Friend(p. 167)
• 19-15 Congratulations on Opening a New Store(p. 168)
• 19-16 Thanking a Customer for Receiving a Sales Representative(p. 169)
• 19-17 Thanking a Person Who Has Been a Satisfied Customer for 20 Years(p. 170)
• 19-18 Letter to a Customer About the Illness of a Sales Representative(p. 171)
• 19-19 Inviting a Cash Customer to Use Credit(p. 172)
• Section 20 Problem Letters from Suppliers to Customers(p. 173)
• 20-1 Delayed Shipment(p. 174)
• 20-2 Unexpectedly Out of Stock(p. 175)
• 20-3 Mistake in Filling an Order(p. 176)
• 20-4 Wrong Size Shipped Twice(p. 177)
• 20-5 Error in an Invoice(p. 178)
• 20-6 Wrong Merchandise Sent--Customer Primarily to Blame(p. 179)
• 20-7 Customer Takes an Unearned Discount(p. 180)
• 20-8 Unauthorized Return of Merchandise(p. 181)
• 20-9 Damaged Stock Returned for Credit(p. 182)
• 20-10 Unauthorized Use of Service Personnel(p. 183)
• 20-11 Damaged Shipment--Carrier Perhaps to Blame(p. 184)
• 20-12 Damaged Shipment--Customer Definitely to Blame(p. 185)
• 20-13 Suggesting a Substitute(p. 186)
• 20-14 Returning an Unsigned Check for Signature(p. 187)
• 20-15 Response to an Irate Customer About Sloppy Record Keeping(p. 188)
• 20-16 Bending Company Policy to Say "Yes" to a Customer(p. 189)
• 20-17 Saying "No" to a Customer(p. 190)
• Part 7 Credit and Collection Letters(p. 191)
• Section 21 Credit Letters(p. 192)
• 21-1 Requesting Commercial Credit(p. 194)
• 21-2 Requesting Information from a Commercial Credit Applicant(p. 195)
• 21-3 Requesting Information from References Supplied(p. 196)
• 21-4 Accepting an Applicant for Commercial Credit(p. 197)
• 21-5 Turning Down an Applicant for Commercial Credit(p. 198)
• 21-6 Another Letter Denying Credit(p. 199)
• 21-7 Accepting an Applicant for Consumer Credit(p. 200)
• 21-8 Turning Down an Applicant for Consumer Credit(p. 201)
• Section 22 Collection Letters(p. 202)
• 22-1 First Reminder After Monthly Statement(p. 203)
• 22-2 Second Reminder(p. 204)
• 22-3 Third Reminder(p. 204)
• 22-4 Fourth Reminder--Telephone Call(p. 205)
• 22-5 Fifth Reminder--Telegram(p. 205)
• 22-6 Sixth Reminder--Personal Letter(p. 206)
• 22-7 Seventh Reminder--The Final Letter(p. 206)
• Part 8 InterOffice Letters (Memorandums)(p. 207)
• Section 23 "Announcing" Memorandums(p. 208)
• 23-1 Announcing a Meeting(p. 209)
• 23-2 Announcing a Moratorium on Staff Additions(p. 210)
• 23-3 Announcing a New Library(p. 211)
• 23-4 Announcing Final Plans for New Warehousing(p. 213)
• 23-5 Announcing a New High-Level Position(p. 214)
• 23-6 Announcing the Promotion of an Executive(p. 215)
• Section 24 Procedural Memorandums(p. 216)
• 24-1 Writing a Confirmation Memorandum(p. 217)
• 24-2 Reviewing the Importance of Merit Ratings(p. 218)
• 24-3 Employee Request to Attend a Convention(p. 219)
• 24-4 Requesting Permission to Establish a New Position(p. 220)
• 24-5 The Company President Writes About a "Grabbag" of Valuable Leftovers(p. 221)
• Section 25 Memorandums as Reports(p. 222)
• 25-1 Reporting on Heavy Turnover in a Regional Office(p. 223)
• 25-2 Report on Customer Correspondence(p. 224)
• 25-3 Suggestions for Improving the Company House Organ(p. 226)
• 25-4 Report About Centralization of a Department(p. 228)
• Part 9 Letters Concerning Guest Speakers(p. 231)
• Section 26 Inviting Guest Speakers(p. 232)
• 26-1 Inviting a Professional Speaker(p. 233)
• 26-2 Professional Speaker's Response to an Invitation(p. 234)
• 26-3 Responding to the Letter from a Professional Speaker(p. 235)
• 26-4 Inviting a Panel Participant--Modest Fee Offered(p. 236)
• 26-5 Panel Participant's Negative Response to an Invitation(p. 237)
• 26-6 Inviting a "Second-Choice" Panelist(p. 238)
• 26-7 Inviting a Keynote Speaker--No Funds Available(p. 239)
• Section 27 Thanking Guest Speakers(p. 240)
• 27-1 Thanking an Outstanding Professional Speaker(p. 241)
• 27-2 Thanking a Successful Keynote Speaker(p. 242)
• 27-3 Thanking a Successful Speaker and Requesting Copies(p. 243)
• 27-4 Thanking an After-Dinner Speaker(p. 244)
• 27-5 Thanking an Ineffective Luncheon Speaker(p. 245)
• 27-6 Thanking a Disappointing Substitute Speaker(p. 246)
• Part 10 Public Relations and Personnel Letters(p. 247)
• Section 28 General Public Relations Letters(p. 248)
• 28-1 Handling a Special Request(p. 249)
• 28-2 Refusing a Request to Buy Advertising(p. 250)
• 28-3 Acknowledging a Request for a Donation(p. 251)
• 28-4 Turning Down a Request for a Donation(p. 252)
• 28-5 Responding to a Friendly Critic(p. 253)
• 28-6 Responding to an Outraged Critic(p. 254)
• 28-7 Turning Down a Request for Confidential Information(p. 255)
• 28-8 Apologizing for Inconveniences(p. 256)
• Section 29 Personal Letters(p. 257)
• 29-1 Responding to a Qualified Applicant--No Position Available(p. 258)
• 29-2 Responding to an Unqualified Applicant--Position Available(p. 259)
• 29-3 Writing to an Applicant Who Failed to Qualify(p. 260)
• 29-4 Responding to a Partially Qualified Applicant(p. 261)
• 29-5 Requesting Information About a Job Applicant(p. 262)
• 29-6 Offering an Executive Position to a Qualified Person(p. 263)
• 29-7 Announcing an Important Appointment--News Release(p. 265)
• 29-8 Writing a Valuable Worker Being Discharged Because of Unfavorable Economic Conditions(p. 266)
• 29-9 Demotion of a Field Sales Manager Because of Economic Conditions(p. 267)
• Part 11 Writing Responsibilities of Executive Assistants(p. 269)
• Section 30 When-the-Executive-Is-Away Letters(p. 270)
• 30-1 Using Discretion in Writing for the Executive(p. 271)
• 30-2 Handling a Request to Participate in a Convention Program(p. 272)
• 30-3 Referring Problems to Others(p. 273)
• 30-4 "Holding" Letter About a Purchasing Decision(p. 274)
• 30-5 Follow-Up Letter to a Company Executive(p. 275)
• 30-6 Disavowing a "True" Rumor(p. 276)
• Section 31 Writing for the Executive's Signature(p. 277)
• 31-1 Accepting a Speaking Invitation(p. 278)
• 31-2 Saying "No" to a Request for Support(p. 279)
• 31-3 Writing a Major Stockholder(p. 280)
• 31-4 Suggesting an Alternate Speaker(p. 281)
• 31-5 Responding to a Letter of Praise About a Speech(p. 282)
• 31-6 Thanking a Reader for Favorable Comments(p. 283)
• Part 12 Employee Relations Letters(p. 285)
• Section 32 Letters of Congratulation and Appreciation(p. 286)
• 32-1 Congratulating an Employee on a Job Well Done(p. 287)
• 32-2 Congratulating an Employee on a New Management Concept(p. 288)
• 32-3 Congratulating an Employee for an Outstanding Report(p. 289)
• 32-4 Congratulating an Employee on an Anniversary(p. 290)
• 32-5 Congratulating a New Member of the Twenty-Five-Year Club(p. 291)
• 32-6 Congratulating an Employee for Community Recognition(p. 292)
• 32-7 Writing a Letter of Congratulation to the Boss(p. 293)
• 32-8 Responding to Congratulations on a Promotion(p. 294)
• Section 33 Letters on Retirement(p. 295)
• 33-1 Congratulating an Employee on Retirement--a Happy Occasion(p. 296)
• 33-2 Extending Good Wishes to a Reluctant Retiree(p. 297)
• 33-3 Writing an Employee Retiring for Health Reasons(p. 298)
• Section 34 Letters of Sympathy(p. 299)
• 34-1 Death of an Immediate Supervisor and Close Friend(p. 300)
• 34-2 Sympathy on the Event of a Serious Illness(p. 301)
• 34-3 Serious Injury of a Close Friend and Employee and Her Family(p. 302)
• Section 35 Letters of Recommendation(p. 303)
• 35-1 Unqualified Recommendation of a Former Employee(p. 304)
• 35-2 Qualified Recommendation of a Former Employee(p. 305)
• Section 36 Unfavorable Reference Letters and Warnings to Employees(p. 306)
• 36-1 Responding to a Request for Information About an Unsatisfactory Former Employee(p. 308)
• 36-2 Warning Letter to an Employee(p. 309)
• 36-3 Terminating an Employee by Letter(p. 310)
• Part 13 Job-Getting Letters and Other Employment Communications(p. 311)
• Section 37 Job-Getting Communications(p. 312)
• 37-1 Job Resume--Middle-Management Position(p. 318)
• 37-2 Job Resume--Change of Career(p. 320)
• 37-3 Job Resume--High-Level Position(p. 322)
• 37-4 Job Resume--Little Related Job Experience(p. 324)
• 37-5 Application Letter for Middle-Management Position(p. 327)
• 37-6 Application Letter for Change of Career(p. 328)
• 37-7 Application Letter for High-Level Position(p. 329)
• 37-8 Application Letter for a Position Requiring Different Background(p. 330)
• Section 38 Other Employment Communications(p. 331)
• 38-1 Requesting Permission to Use a Person as a Reference(p. 332)
• 38-2 Thanking a Reference(p. 333)
• 38-3 Follow-Up for Reason of Elapsed Time(p. 334)
• 38-4 Follow-Up to Present Additional Information(p. 334)
• 38-5 Accepting a Job Offer(p. 335)
• 38-6 Rejecting a Job Offer - Better Opportunity(p. 337)
• 38-7 Rejecting a Job Offer - No Interest in the Position(p. 338)
• 38-8 Letter of Resignation - Dislike for Travel(p. 339)
• 38-9 Letter of Resignation - No Opportunity for Growth(p. 340)
• 38-10 Letter of Resignation - Bypassed for Promotion(p. 341)
• 38-11 Letter of Resignation - Better Job Offer(p. 342)
• 38-12 Letter of Resignation - Personal Conflict(p. 343)
• Part 14 Social Correspondence(p. 345)
• Section 39 Formal Invitations and Responses(p. 346)
• 39-1 Formal Invitation to Honor a New President(p. 347)
• 39-2 Formal Invitation to an Annual Banquet(p. 348)
• 39-3 Accepting a Formal Invitation(p. 349)
• 39-4 Accepting a Formal Invitation with a Qualification(p. 350)
• 39-5 Expressing Regrets to a Formal Invitation(p. 351)
• Section 40 Informal Invitations and Responses(p. 352)
• 40-1 Informal Invitation to Dinner(p. 353)
• 40-2 Accepting an Informal Invitation(p. 354)
• 40-3 Expressing Regrets to an Informal Invitation(p. 355)
• Section 41 "Bread-and-Butter" Letters(p. 356)
• 41-1 Expressing Thanks for a Personal Favor(p. 357)
• 41-2 Expressing Thanks for Generous Hospitality(p. 358)
• Index(p. 359)