Writing

Business Messages
Three-Step Writing Process

• Planning
• Writing
• Completing
 Adapt to the Audience

• Sensitivity
• Relationships
• Style and tone
 Audience Sensitivity
• Adopt a “you” attitude
• Demonstrate business etiquette
• Emphasize the positive
• Use bias-free language
 Using the “You” Attitude

• Focus on your audience

• Practice genuine empathy
• Be sensitive to situations
• Keep criticism professional
 The “You” Attitude

• Instead of this: To help us process this

order, we must ask for another copy of
the requisition.

• Use this: So that your order can be

filled promptly, please send another
copy of the requisition.
 The “You” Attitude

• Instead of this: You should never use

that type of paper in the copier.

• Use this: That type of paper doesn’t

work very well in the copier.
 Business Etiquette

• Practice courtesy
• Be diplomatic
• Respond promptly
 Emphasize the Positive
• Instead of this: • Use this:
– Cheap merchandise – Bargain prices
– Used cars – Resale cars
– High-calorie foods – High-energy food
– Elderly person – Senior citizen
– Pimples and spots – Complexion
problems
 Bias-Free Language

• Age
• Gender
• Disability
• Race or ethnicity
Build Audience Relationships

• Establish your credibility

• Promote your company’s image
 Establish Your Credibility

• Honesty and objectivity

• Awareness of audience needs
• Credentials, knowledge, expertise
• Endorsements
• Confidence and performance
• Communication style
• Sincerity
 Build Company Image

• Be a spokesperson
• Promote company interests
• Follow company guidelines
• Observe experienced colleagues
• Ask for assistance
Controlling Style and Tone

• Use a conversational tone

• Write in plain English
• Select active or passive voice
Use a Conversational Tone

• Business messages
– Avoid obsolete or arrogant language
– Avoid preaching or bragging
– Be careful with intimacy
– Use humor carefully
 Write in Plain English

• Straightforward
• Easy to understand
• Conversational
 Use the Right Voice

• Active voice
– Subject + verb + object
• Passive voice
– Object + verb + subject
 Composing the Message

• Choosing strong words

• Writing effective sentences
• Crafting coherent paragraphs
Functional and Content Words

• Correctness
• Suitability
– Denotation and connotation
– Abstraction and concreteness
 Finding Words
that Communicate Well
• Select powerful words
• Choose familiar words
• Avoid clichés and buzzwords
• Use jargon carefully
Coherent Unified Paragraphs

• Paragraph elements
– Topic sentence
– Support sentences
– Transitional elements
 Paragraph Development

• Illustration
• Comparison and contrast
• Cause and effect
• Classification
• Problem and solution
 Using Technology

• Style sheets and templates

• Autocompletion and autocorrection
• File merge and mail merge
• Endnotes, footnotes, indexes and
tables of contents
• Document wizards