Getting started -- Putting the prewriting questions to work -- Writing made easy! -- Revision : your final step! -- Writing routine messages -- Plan B : writing to hostile readers -- The buffer zone -- Delivering the bad news positively, persuasively, and professionally -- End friendly and cooperatively -- Never say you're sorry -- Focus on what matters to them -- Grab their attention to sell your idea -- Build interest to keep them with you -- Deliver your features -- Educate enough, but not too much -- Ask for what you want -- The conversational test -- Choose the correct word -- Email etiquette -- Enhance your worth