3. Improving Your
Business Writing
To improve your writing skills, you need
Good teaching materials with excellent
model documents
An effective writing
process
A trainer (like your
instructor)
Practice
11. E-mail
What channel is
best to announce
decreased
insurance benefits
for 250 employees?
Fax
Letter
Memo
Report
Telephone
Voice Mail
Meeting
Conversation
Web
12. What channel is
best for a sales
message promoting
a new product to
customers?
E-mail
Fax
Letter
Memo
Report
Telephone
What channel is
best for responding
to similar customer
inquiries?
Voice Mail
Meeting
Conversation
Web
13. Prewriting
Analyzing the purpose and the audience
Anticipating the Audience
Identifying your purpose
Selecting the best channel
Switching to faster channels
Profiling the audience
Responding to the profile
Adapting to the task and audience
16. Spotlight Audience Benefits
Shape your statements to involve the
reader.
Instead of this:
Try this:
We are promoting a
new plan that we
believe has many
outstanding benefits.
You will enjoy total peace
of mind with our
affordable hospitalization
plan that meets all your
needs.
18. Cultivate a “You” View
Emphasize second-person pronouns
(you/your) instead of first-person pronouns
(I/we, us, our)
Instead of this:
Try this:
Before we can allow you to
purchase items on this new
account, we must wait two
weeks to verify your credit.
You may begin
making purchases
on your new account
in two weeks.
19. Create audience benefits and use the
“you view.”
Revise these sentences: These are better:
We are now offering
H-P computers at
discounted prices.
We are pleased to
announce that you have
been approved to enroll
in our leadership
training program.
You can now purchase
H-P computers at
discounted prices.
Congratulations! You
have been selected to
enter our leadership
training program!
20. Sound Conversational
Instead of this:
Try this:
The undersigned takes
pleasure in . . .
I’m happy to . . .
It may be of some concern
to you to learn that your
check has been received
and your account has been
credited for $250.
We’ve credited your
account for $250.
21. Levels of Language Use
Unprofessional
Conversational
Formal
Found in
Some comic strips,
and songs, some
commercials, some
conversations,
some IM and email
messages
Business
messages, novels,
most newspapers,
and most
magazines
Scientific writing,
legal documents,
scholarly books,
formal essays,
proclamations
23. Revise to make the tone conversational,
yet professional and concise.
Revise these sentences:
These are better:
To facilitate contract
ratification, your negotiators
urge that the membership
respond in the affirmative.
Kindly inform the undersigned
whether or not your
representative will be making
a visitation in the near future.
We urge you to
approve the contract
by voting yes.
Please tell me whether
your representative will
be visiting before June
1.
25. Employ Positive Language
Instead of this:
Try this:
Employees may not use the Employees may use
First Street entrance during the Market Street
entrance during
remodeling.
remodeling.
We cannot fill your order
until we receive an exact
model number.
We can fill your order
once we receive an
exact model number.
26. Hidden Messages
Some words and phrases convey a
negative and unpleasant tone. They
may imply a hidden message that the
writer does not intend. Think twice
before using the following negative
expressions.
27. Negative Language
Hidden Meaning
You overlooked
You are careless
You state that
But I don’t believe you
You failed to
You are careless
You claim that
It’s probably untrue
You are wrong
I am right
You do not understand
You are not very bright
Your delay
You are at fault
You forgot to
You are inefficient and careless
28. State ideas more positively.
Revise these sentences:
These are better:
We must withhold payment
until you complete the job
satisfactorily.
You will be paid
promptly once the
job is completed
satisfactorily.
By following each
requirement, you will
receive your $50
rebate.
If you fail to follow each
requirement, you will not
receive your $50 rebate.
29. Use Inclusive Language
Instead of this:
Try this:
Have you called a
salesman?
Have you called a
salesperson?
Every executive
has his own office.
All executives have their own
offices.
Every executive has an office.
All executives have offices.
Every executive has his or
her own office.
This alternative is
wordy and calls
attention to itself
30. Revise to use inclusive language.
Revise these sentences:
These are better:
Any applicant for the
position of policeman must
submit a medical report
signed by his physician.
Applicants for police
officer positions must
submit medical
reports signed by
their physicians.
All employees are
entitled to see their
personnel files.
Every employee is entitled
to see his personnel file.
31. Adopt Plain Language
Avoid federalese, bureaucratese, and inflated
language.
Federalese: Each person to whom the request is herein addressed
is henceforth solicited to submit, or to have his or her department
representative submit, to the Department of Labor official described
above, a comment on whether the proposed plan, in his or her
considered view, meets the requirements of the 2003 law.
Simple Translation: You may wish to comment on whether the
proposed plan meets the requirements of the 2003 law.
32. Draw on Familiar Words
Avoid long, difficult, and unfamiliar
words. Use short, simple, and common
words whenever possible.
Less familiar words
Simple alternatives
encounter
extrapolate
meet
project
obligatory
required
terminate
end
33. Revise the following sentences using
simpler language.
Please ascertain whether Please find out whether
we must perpetuate our
we must continue our
current contract.
current contract.
He hypothesized that
stock values would
deteriorate.
He guessed that stock
values would fall.
34. Revise the following sentences using
simpler language.
Because we cannot
monitor all activities, we
must terminate the
agreement.
Because we cannot
check all activities, we
must end the contract.
I’ll interface with Mark to
access his people.
I’ll talk with Mark about
using his staff.
35. Seven Ways Technology Can
Improve Your Business Writing
Fighting writer’s block
Collecting information electronically
Outlining and organizing ideas
Improving correctness and precision
Adding graphics for emphasis
Designing and producing professionallooking documents, presentations, and
Web pages
Using collaborative software for team
writing