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In this tutorial, Kevin explains how to use mail merge to customize letters, emphasizing its usefulness for personalizing communication, such as sending holiday greetings. He highlights that using recipients' first names makes letters feel more intimate, avoiding generic messages that could alienate friends and family. Mail merge is also applicable for businesses, such as utility companies, to send personalized correspondence. Kevin advises viewers that he is a full-time Microsoft employee and prepares to demonstrate the mail merge process on his PC.