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AMA Handbook of Business Letters / Edition 4

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“Of the countless books on how to write business letters, a thoroughbred emerges from AMACOM Books, the publishing arm of the American Management Association... [The book] covers virtually every business situation... For every business person who hates to write letters, this is what you want for your birthday.”

Joyce Lain Kennedy, nationally syndicated columnist

“If dashing off a proper business letter is the bane of your existence, [this] is a great book.”

Indianapolis Business Journal

Letter writing is crucial to professional success. But with everything you have to accomplish during the day, chances are you have little time to craft compelling business correspondence yourself. And if you’re one of the countless people who would like more confidence when it comes to writing a business memo or formal email, wouldn’t it be nice to have a compendium of already written, customizable letters at your fingertips?

Now with more than 25 percent new material and packed with model letters for even more situations than its classic predecessor, The AMA Handbook of Business Letters provides you with adaptable templates for any business circumstance. Available online so that each letter, memo, fax, and email is just a click away from modifying it for your own purposes, this long-trusted, authoritative guide is a comprehensive solution to all your professional communication needs. You’ll find:

• Customer service letters to resolve complaints and breed loyalty

• Human resources communications covering hiring, firing, and staff changes

• Sales, marketing, and public relations letters that get noticed

• Credit and collection letters that clarify account status and command immediate attention

• Letters to vendors and suppliers to place orders, request price quotes, resolve billing and shipping issues, negotiate terms—and more!

And the fourth edition gives you more than just a treasure trove of customizable sample letters. This indispensable reference also contains an easily digestible refresher course on techniques that will enable you to write your own crisp, clear, and effective letters. You’ll find tips and answers on grammar and usage, standard formats to use in different situations, strategies for establishing your objectives, and a brief rundown of the components of a well-written, persuasive letter.

When is it more appropriate to send communication via hard copy rather than in an email? What formatting and style should you use when sending an inquiry to a vendor? This book lets you flip to the answers you need, as you need them.

Expertly written letters can increase the quality of your working relationships as well as the quantity of business you attract. With the revised and updated edition of this trusted resource you’ll have the most effective letter-writing tools available—and more ready-to-use correspondence than ever for today’s business situations.

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Product Details

  • ISBN-13: 9780814420126
  • Publisher: AMACOM
  • Publication date: 7/11/2012
  • Edition description: Fourth Edition
  • Edition number: 4
  • Pages: 496
  • Sales rank: 718,518
  • Product dimensions: 7.10 (w) x 10.00 (h) x 1.60 (d)

Meet the Author

JEFFREY L. SEGLIN is director of the communications program and a lecturer at Harvard’s Kennedy School. EDWARD COLEMAN is the English department chair at North Central High School; and was one of fifty-two national Milken Educators honored by the Milken Family Foundation.

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Read an Excerpt

PART I: The Basics

All letters methinks, should be as free

and easy as one’s discourse,

not studied as an oration.…

—Dorothy Osborne (Lady Temple), letter to Sir William Temple, October 1653

Successful professionals know the importance of effective letter writing. You can’t have a good business relationship with customers if they don’t know what you’re trying to tell them in a letter. The services or products of a company can’t be marketed if a prospective customer is baffled by the service or product described. How can a salesperson expect to make a sale when, because of a muddled letter, the prospect can’t even understand what it is that’s being sold?

Letter writing is crucial to the success of every professional. Without letter-writing skills, the professional’s effectiveness is stymied.

Approaching This Book

Our objective in The AMA Handbook of Business Letters is to help you write effective letters. Ineffective letters are a waste of time and money. This realization should be enough to convince every professional of the need to be a good letter writer. Letters may not seem like the crux of your business, but if you consider that effectively written letters can increase the quality of working relationships and the quantity of business you can attract, as well as decrease wasted hours and money, you can begin to see the importance of learning to write letters well.

You should be prepared to approach this book with one chief goal in mind—to learn how to write more effective letters. Remember, too, that although letter writing is not a simple skill, with practice you can become a good letter writer. Once you learn the basics and put them into practice, your letters will get better and begin to flow more easily.

Approach of This Book

Before you begin to write more effective letters, you must learn what makes up a good letter. The first part of this book takes you step-by-step through the basics of letter writing. You’ll learn the importance of planning a letter and gathering all the information you need. The plan is put into practice when you decide on the approach your letter will take and the components necessary to achieve the selected approach. The components of a letter are effective only if you know the proper mechanics involved in a letter’s structure and appearance.

Grammar, punctuation, spelling, and language usage are important if your letter is to be understood and well accepted by its reader. You needn’t fear an extensive course in grammar. What you’ll receive here are the fundamental “commonsense” rules of grammar, which are easily learned and should become natural not only to your letter writing, but to all of your other writing as well.

The second part of this book consists of more than 370 sample letters, divided into categories reflecting various aspects of business. Each chapter also contains brief analyses of the strong points of many of the sample letters. Most of the sample letters are based on actual letters written and used by professionals. Names of people or corporations have been changed, but the content remains essentially unaltered. The letters chosen serve as models for ones you may have to write in your everyday business life. You can adapt them to meet your needs or use them as a touchstone to aim toward in your letter writing. The appendixes to this book consist of helpful lists and rules to refer to in your letter writing.

As with all things, perfection can be reached only with practice. If you apply the basics learned in the first part of The AMA Handbook of Business Letters, and study the examples presented in the second, your letter-writing skills will improve greatly. The end result will be a letter that makes your readers think that what took much thought and planning on your part flowed as smoothly and effortlessly as discourse.

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Table of Contents


Preface to the Fourth Edition

PART I. The Basics

Approaching This Book

Approach of This Book

Chapter 1. Planning the Letter

Researching the Facts

Analyzing the Subject and Reader

Knowing Your Objectives and How to Accomplish Them

Chapter 2. Components of an Effective Letter

Language—Clarity Versus Ambiguity


Focus of Attention—The “You Attitude”


Chapter 3. Structure: The Parts of a Letter


Reference Line

Personal or Confidential Note

Inside Address

Attention Note


Subject Line


Complimentary Close

Signature Block

Identification Line

Enclosure and Attachment Notations

Distribution Notation


Chapter 4. Appearance of the Letter



Full Block



Simplified Letter

Official Style

Hanging Indented




Chapter 5. Grammar


Wrong Pronouns

Pronouns and Antecedents

Subject and Verb Agreement

Dangling ModifIers

Split Infinitives

Parallel Structure







PART II. The Letters

Chapter 6. Sales, Marketing, and Public Relations Letters

Letters of Introduction

Sales Letters

Letter Accompanying Renewal Notice

Letter Announcing a Special Presentation

Letter Expressing Appreciation to Customers

Catalog Letters

Sales Inquiry Response

Appointment Requests

Letters of Interest

Letter to Difficult-to-See Prospect

Letter to Find Decision Maker

Letters Confirming Proposals

Follow-Up Sales Call Letters

Letter to Renew Contact

Letter Welcoming New Client

Letter Asking for Referral

Letter Promoting Special Sale

Letter to Wish Existing Customer Holiday Greetings

Letter to Acknowledge Anniversary of a Sales Relationship

Public Relations Letters

Chapter 7. Customer Service Letters

Complaint Resolution Letters

Apology Letters

Letter Acknowledging Order

Letters Correcting Wrong Shipment

Product or Service Information Letters

Thank-You Letters to Customers

Letter to Lapsed Customer

Pricing Letters

Change-in-Location Letters

Project Status Letters

Product-Handling Letter

Letters Announcing Personnel Changes

Subscription Response Letters

Letters to Stockholders

Letter Dealing with Unreasonable Customer

Chapter 8. Credit and Collection Letters

Letter Requesting Commercial Credit

Credit Information Letters

Letters Announcing Credit Policy Change

Returned-Check Letters

Credit Reference Letters

Letter Denying Credit

Letters Granting Credit

Letter Raising Credit Limit

Letter Clearing Disputed Items

Stop-Payment Letter

Collection Letters

Credit-Suspension Letter

Letter Reinstating Credit

Letters Accepting Partial Payment

Letter Acknowledging Payment

Letter About Deposit Due

Letter to Lender to Renegotiate Payment Terms

Letter from Customer About Billing Error

Chapter 9. Letters to Vendors and Suppliers

Letter Dealing with a Request for Proposal

Letters Involved with Presentations

Letters Dealing with Vendor Bids

Letter Placing Order

Letter Requesting Distributor’s Name

Letter Seeking Information About Product

Letter Asking About Quantity Discounts

Letters Complimenting Vendors

Letters Clearing Up Billing Errors

Letters Complaining to Vendors

Letter Cancelling Contract

Letter Firing Vendor Because of Economic Conditions

Chapter 10. Personnel Letters

Job Interview Request Letters

Letters Accompanying Résumés

Letter Withdrawing Candidacy for a Position

Letters Responding to Job Applications

Letters Thanking People Who Recommended Applicants

Job-Offer Letters

Letters Accepting or Rejecting Job Offers

Letter Welcoming New Employee

Recommendation Letters

Commendation Letters

Letters About Job Promotions

New-Employee Announcement Letter 1

Letters Requesting and Refusing Raises

No-Longer-With-Us Letters

Letter of Resignation

Letters to Retiring Employees

Letters Regarding Leaves of Absence

Letter Offering Employee a Lesser Position


Termination Letters

Letter Acknowledging Anniversary Date

Letter Announcing Staff Changes

Letter Requesting Mentorship

Farewell Letter to Employee

Chapter 11. Transmittal Letters

Letters Transmitting Payment

Letter Transmitting Contracts

Letters Transmitting Requested Materials

Letter Transmitting Manuscript

Letter Transmitting Manuscript to Reviewer

Letter Transmitting Final Invoice

Chapter 12. Confirmation Letters

Letter Confirming Supplier’s Oral Instructions

Letter Confirming Prices and Quantity Discounts

Letter Confirming Arrangements for Speaker

Letter Confirming Appointment

Letter Confirming Travel Plans

Letter Confirming Telephone Conversation

Letters Confirming Receipt of Materials

Chapter 13. Request Letters

Letter Requesting Information About Accommodations

Letter Requesting Information About Seminars

Letter Requesting Assistance

Letters Requesting Return of Material

Letter Requesting Material from Speaker

Letter Requesting Correction on Charge Account

Letter Requesting Reprint of Article

Letter Requesting Subscription Cancellation

Letter Requesting Free Products

Letter Requesting Information About a New Product

Letter Requesting Pricing Information

Chapter 14. Replies

Letter Acknowledging Order

Letter Acknowledging Registration for Conference

Remittance Letter

Response to Request for Clarification

Response to Request for Information About Member of Organization

Letters Responding to Requests for Materials

Letter Replying to a Sales Letter

Letter Responding to a Request for Free Products

Letter Responding to Request for Information About a New Product

Letters Responding to Requests to Be a Speaker

Chapter 15. Permissions Letters

Letters Seeking Permission to Reprint

Letters Indicating More Information Needed for Permission

Letters Granting Permission

Letters Denying Permission

Cover Letter for Contract

Letter Requesting Reversion of Rights

Chapter 16. Social, Personal, and Miscellaneous Letters

Thank-You Letters


Letters Accepting Invitations

Letters Declining Invitations

Letter Expressing Interest in Speaking

Letter Reserving Meeting Facility

Letter Requesting Membership in a Club

Follow-Up Letter to Speech Attendees

Letter Expressing Compliments on an Article

Birthday Greetings Letter

Public Service and Fund-Raising Letters

Letters Declining Requests for Donations

Letter Urging Political Representative to Action

Congratulations-on-New-Position Letters

Letters to Sick Employees, Acquaintances

Condolence Letter

Letter Congratulating Someone on Opening a Business

Letter Announcing Retirement

Part III. Appendixes

Appendix I. Words to Watch

Appendix II. Punctuation


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  • Anonymous

    Posted May 24, 2013

    I wish this book has nook edition.

    I wish this book has nook edition.

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