| Preface to the first edition (Leonard Gartside) | |
| Preface to the sixth edition (Shirley Taylor) | |
| Introduction | |
| Written communication - an overview | |
| Presentation of business documents Printed stationery Fully-blocked style with open punctuation | |
| Continuation pagesParts of a business letter | |
| Open punctuation | |
| MemosFax messages | |
| Checklist | |
| Structuring your communications 4-point plan | |
| Checklist | |
| Language and tone The weakest link in your business writing | |
| Ten steps to good business writing | |
| Checklist | |
| E-mail The explosive growth of e-mail | |
| Seven deadly sins of working with e-mail | |
| T...he good, the bad and the ugly of e-mail | |
| The weakest link in your e-mails | |
| How can you make e-mail work for you? | |
| Customer care and e-mail | |
| Creating electronic rapportE-mail @ work | |
| NetiquetteChecklist | |
| Enquiries and replies Requests for catalogues and price listsGeneral enquiries and replies | |
| Requests for goods on approva | |
| Visits by travellersRequests for concessions | |
| Useful expressions | |
| Quotations, estimates and tenders Terminology | |
| Routine quotations | |
| Quotations subject to conditions of acceptance | |
| Tabulated quotations | |
| Estimates and specifications | |
| TendersQuotations not accepted or amended | |
| Follow-up letters | |
| Useful expressions | |
| Orders and their fulfilment Placing orders | |
| Routine orders | |
| Acknowledging orders Declining orders | |
| Counter-offers from suppliers | |
| Packing and despatch | |
| Useful expressions | |
| Invoicing and settlement of accounts Invoices and adjustments | |
| Pro forma invoices | |
| Debit and credit notes | |
| Statements of account | |
| Varying the terms of payment | |
| Methods of paymentUseful expressions | |
| Letters requesting payment Tone | |
| Late payments | |
| Collection letters:- First applications for payment- Second application letters- Third application letters- Final collection letters | |
| Checklist Useful expressions | |
| Credit and status enquiries Reasons for credit | |
| Disadvantages of credit | |
| Requests for credit | |
| Business referencesStatus enquiries | |
| Replies to status enquiries | |
| Useful expressions | |
| A typical business transaction Request for quotation | |
| Supplier's quotationRequest for permission to quote company as a reference | |
| Permission granted | |
| OrderSupplier's acknowledgement | |
| Advice note | |
| Consignment note | |
| Delivery note Invoice Debit and credit notes | |
| Statement of account | |
| Payment | |
| Receipt | |
| Creative and persuasive documents | |
| Complaints and adjustments Handling complaints | |
| Complaints concerning goods | |
| Complaints concerning delivery | |
| Cancelling orders | |
| Personal complaints | |
| Checklist Useful expressions | |
| Goodwill messages General goodwill letters | |
| Letters of apology | |
| Letters in which tone is particularly important | |
| Letters of thanks | |
| Letters of congratulation | |
| Letters of condolence and sympathy | |
| Checklist | |
| Reports and proposals Introduction to reports and proposals | |
| The Plain English Guide to Writing Reports- Defining the purpose- Investigating the topic- Organising the report into sections- Order of presentation- Order of writing- Numbering sections and paragraphs- Planning the writing- Revision | |
| Checklist | |
| Notices, advertisements and information sheets Notices Advertisements | |
| Leaflets and information sheets | |
| Design skills | |
| Checklist | |
| Circulars Circulars announcing changes in business organisation | |
| Circulars announcing changes in business partnerships | |
| Letters announcing change of representatives | |
| Internal circulars to staff | |
| Circulars with reply forms | |
| Checklists | |
| Sales letters and voluntary offers The weakest link in your sales letters | |
| Successful sales letters | |
| Specimen sales letters | |
| Voluntary offers | |
| Checklist | |
| Useful expressions | |
| Publicity material Press releases | |
| Newsletters | |
| Writing Skills | |
| Checklist | |
| Marketing matters Identifying your audiences | |
| Why is customer care so important? | |
| Customer care through Internet and e-mail | |
| Marketing through | |
| Table of Contents provided by Publisher. All Rights Reserved. |
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