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In this tutorial, Kevin explains how to use mail merge for customizing letters. He emphasizes the importance of personalizing greetings, such as using a recipient's first name, to make communications feel more personal and engaging. This technique is particularly useful for sending holiday letters, like Christmas greetings, as well as in professional settings, such as utility companies wanting to send customized correspondence. Kevin, a Microsoft employee, prepares to demonstrate the mail merge process on his PC.