Includes index.

Communication : an overview. The importance of building relationships -- both orally and in writing ; Sentence construction matters -- Business writing basics. 21st century business language ; Structuring messages logically ; Presentation matters -- Electronic communication. Email etiquette ; Writing online : websites, blogs and social networking ; Customer care online -- Routine business transactions. Inquiries and replies ; Quotations, estimates and tenders ; Orders and their fulfillment ; Invoicing and settling of accounts ; Letters requesting payment ; Credit and status inquiries ; A typical business transaction (correspondence and documents) -- General business correspondence. Internal correspondence ; Secretarial and administrative correspondence ; Meetings documentation ; Personnel ; Reports and proposals -- Creative and persuasive documents. Complaints and adjustments ; Goodwill messages ; Notices, advertisements, information sheets and handouts ; Circulars ; Sales letters and voluntary offers ; Publicity material ; 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.

"Originally written in 1971 by L Gartside."

College of Business and Accountancy