Business writing
Main thing to remember
Think how you would say it to the audience (targeted specifically to that audience), type/write it out and then clean it up.
Key Points
Clear & Precise
Write it for the reader- No Jargon
For co-workers/ colleagues- write as if 8th – 9th graders.
If writing out to the world / customers- write as if 5th graders
Keep short, sweet & positive.
If additional details are available, add as an attachment for those who want to review.
75% of all readers will NOT finish their emails.
People are not fully reading emails at full attention.
Avoid redundancies.
Express concerns if consequences may come, that you don’t want to happen, but do not repeat due dates.
Keep nice, concerning but stern.
I/e – If you have already made a payment, please disregard. I am concerned that your payment is past due by 60 days. We would need to receive the minimum payment by 3/1/23 to avoid collections. Call the office or email to make a payment or set up a payment plan.
Adding options gives them more opportunities to work with the company more.
When attempting to sell, give a promotional line, but do not go into too many details.
I/e – Thank you for reaching out, we have discontinued this product, however we do offer the upgraded version at no additional cost for you. We have attached a brochure for you to review and to let us know how to move forward. We will follow up on 2/23/23 between 4-5 pm to discuss options.
Fine line b/w too much and not enough details
Do not blame systems/ glitches for issues, accept responsibility, apologize, and advise how it affects the candidate/customer.
To get attention throughout emails, letters, and memo’s
Use bullet points.
Creates white space and itemizes to catch attention & gives eyes a much-needed rest.
Bold out words or sentences
This will provide the person with all the main information needed from this email within 30 seconds or less. With the main information available, the person would know the message, key points and determine what they need to do.
Emails requiring something from recipient.
For commands to get done, start out the writing with a verb and then add pleasantries after.
For customers
Do not leave the ball on their court, tell the candidate what you are doing.
I/E- Instead of letting me know when a good time to call is – say I will call tomorrow morning before 11AM, if this time does not work, please let me know.
Subject lines for emails
If your message is short, keep in the subject line only.
Eye grabbing
Use the word YOU or YOUR to get full attention.
Starting out Emails / How to address
Do not write – to whom it may concern.
No more sir/madam- gender cannot be assumed.
It is thought that all genders/pronouns will soon go by MX. Name instead of Mr. Name or Ms. Name
If replying to candidate/customer, use their name they signed with
They is improper grammar as a singular unknown pronoun but is accepted as the vernacular
If no name is provided, start with a salutation.
I/E greetings, good morning, hello
Avoiding negatives- Work to make all positive
Do not start an email on a negative note.
If there was an issue and making apology email, make apologize right in beginning move on and let the customer know what you are going to do to correct.
Do not need to explain technical issue that occurred.
If a very small issue, there is no reason to apologize for inconvenience if there really wasn’t one.
Grammarly
Can copy & paste on site to use or install on computer and would be able to be used for grammar and editing on everything used.
Be Brief and be Clear.
Less words gives more powerful meaning.
No fluff is required for most emails.
The more words, the more diluted the message and can even drown out completely.
No repetitions are generally required – even if trying to reword.
Can sound ignorant.
i/e set of twins, check the Hot water heater (only water heater), ATM machine- M stands for machine.
Do not use red ink to highlight – use bold if need to catch the eye.
Example:
Paraphrased canned reply I used-
I am not showing there is an approval on file currently. If you have recently received it, please note that it can take up to 7-10 days to be on our database. We would recommend that you follow up with your board if it has passed since approval was received.
Instructors’ revision with me –
Thank you for reaching out. Currently there is not an approval on file. Make sure to wait between 7-10 days for your approval to be entered. You can follow up with your board for additional information.
Screen Shots
