Introduction 1 The basics Beginnings and endings The writers know each other well the writers know each other the Writers do not know each other Basic layout A Standard letter A memo A group email 2 Making contact Messages 1 Messages 2 3 Arrangements Arranging a visit Travel arrangements Taking and forwarding messages 4 meetings Setting up a meeting 1 Setting up a meeting 2 Meeting follow-up 5 Enquirles Messages 1 Messages 2 6 Orders，dealing with problems Orders Dealing with problems 1 Dealing with problems 2 7 Short reports Providing information Focus on facts and figures 8 Personal Messages Messages 1 Messages 2 Glossary Answers Appendices 1 Punctuation 2 Dates and times 3 Abbreviations
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