For anyone who wants to communicate effectively in business, this is your complete reference guide for any form of written communication.

Packed with over 500 sample documents, over 100 tips for better business writing and useful templates you can apply to your writing immediately, Model Business Letters will help you put the key rules of good business writing into action.

Contents:

Introduction

Part 1 Communication: An Overview

• 1. The importance of building relationships
• 2. Sentence construction matters

Part 2 Business Writing Basics

• 3. 21st century business language
• 4. Structuring messages logically
• 5. Presentation matters

Part 3 Electronic Communication

• 6. Email etiquette
• 7. Writing online: websites, blogs and social networking
• 8. Customer care online

• 9. Enquiries and replies
• 10. Quotations, estimates and tenders
• 11. Orders and their fulfilment
• 12. Invoicing and settlement of accounts
• 13. Letters requesting payment
• 14. Credit and status enquiries
• 15. A typical business transaction (correspondence and documents)

Part 5 General Business Correspondence

• 16. Internal correspondence
• 17. Secretarial and administrative correspondence
• 18. Meetings documentation
• 19. Personnel
• 20. Reports and proposals

Part 6 Creative and Persuasive documents

• 21. Complaints and adjustments
• 22. Goodwill messages
• 23. Notices, advertisements, information sheets and handouts
• 24. Circulars
• 25. Sales letters and voluntary offers
• 26. Publicity material
• 27. Business plans
• Appendix 1 Spoken and written forms of address
• Appendix 2 The A-Z of alternative words
• Appendix 3 How to write reports in plain English