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Administrative Assistant's and Secretary's Handbook, 5th Edition by Jennifer Wauson, Kevin Wilson, James Stroman

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Chapter 28

The Business Letter

Appearance

Despite constantly improving forms of communication such as email, the business letter still exerts enormous influence and deserves your close attention. Business letters are more formal and personal than email. They are also more private.

Very few customers of a business ever see the home office or a branch office; this is often true even of small businesses. What customers do see is company correspondence. An untidy or ungrammatical letter gives the instant impression that the company’s product or service is equally flawed. On the other hand, upon receiving a handsomely spaced, well-constructed, and well-organized letter, a customer unconsciously assumes it has come from an up-to-date, well-organized, ...

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