Model Business Letters, Emails and Other Business Documents, 7th Edition

Table of contents

1. Cover
2. Title page
3. Contents
4. About the author
5. Publisher acknowledgements
6. Preface to the first edition
7. Preface to the seventh edition
8. Introduction
9. Part 1 Communication: An Overview
   1. 1 The importance of building relationships – both orally and in writing
   2. 2 Sentence construction matters
10. Part 2 Business Writing Basics
    1. 3 21st century business language
    2. 4 Structuring messages logically
    3. 5 Presentation matters
11. Part 3 Electronic Communication
    1. 6 Email etiquette
    2. 7 Writing online: websites, blogs and social networking
    3. 8 Customer care online
12. Part 4 Routine Business Transactions
    1. 9 Enquiries and replies
    2. 10 Quotations, estimates and tenders
    3. 11 Orders and their fulfilment
    4. 12 Invoicing and settlement of accounts
    5. 13 Letters requesting payment
    6. 14 Credit and status enquiries
    7. 15 A typical business transaction (correspondence and documents)
13. Part 5 General Business Correspondence
    1. 16 Internal correspondence
    2. 17 Secretarial and administrative correspondence
    3. 18 Meetings documentation
    4. 19 Personnel
    5. 20 Reports and proposals
14. Part 6 Creative and Persuasive Documents
    1. 21 Complaints and adjustments
    2. 22 Goodwill messages
    3. 23 Notices, advertisements, information sheets and handouts
    4. 24 Circulars
    5. 25 Sales letters and voluntary offers
    6. 26 Publicity material
    7. 27 Business plans
15. Appendix 1
16. Appendix 2
17. Appendix 3
18. Index
19. Endorsements
20. Imprint