business writing how to write effective email (and other messages)

Business Writing

How to Write Effective Email(and other messages)

Today’s Lineup

Plan for efficiencyPlan for effectivenessPlan for understandingPlan for actionPlan for less

What’s in it for me?

Less email means more time for you.Be calmer and more in control.Get your point across instantly.Improve your professional image.Get “buy in” and quicker results.

Warm-up

Email is different from other forms of communication

Hard to convey emotionsNo tone or body languageEmail is asynchronousNo shared context

Ask these questions: Is it appropriate? Is it needed?Who is my audience?

Recent Email Survey

0%

20%

40%

60%

80%The Message is Not Getting Through

Getting Started

SalutationFormal (Dear, Good morning) Informal (Hi, Hello)

BLUF (Bottom Line Up Front)Put your most important idea firstGet attention immediatelySet the tone

Forget about the Subject line…for now

Exhibit A

From: Jane SmithSent: Monday, May 5, 2008 2:47 PMTo: Tom JonesSubject: Notes from the budget meeting

Good afternoon,I went to a meeting today about budgeting in anticipation of the upcoming review process. One of the things we were talking about was expenses. I think you know that there is new guidance coming down about expense processing. What I didn’t know is that the guidance isn’t so much about process as it is about cutting expenses. So the VP spent some time telling us that we might as well start watching expenses now. We batted about some ideas and agreed that 14-day advance airline tickets, professional book purchases and monthly birthday celebrations are places to look at.Regards,Jane Smith

From: Jane SmithSent: Monday, May 5, 2008 2:47 PMTo: Tom JonesSubject: Directive: Reduce Expenses

To all staff members:

Please start reducing expenses. Three areas we can hit right now are 14-day advance airline tickets, professional book purchases and monthly birthday celebrations.This came out of a discussion in the budget meeting. The new guidance will be more about expense reduction than we thought. I say we get started now.Regards,

Jane SmithAccounts Manager561.555.1234

Exhibit B

Build the Body

Short sentences Short paragraphs Short messages

Bullets are better

Remember your ABCsAction summary

Background

Close

Write for the Reader

Anticipate the reader’s questionsWhy are we meeting?Do I have to attend?Do I need to prepare?

Imagine a conversationWho else is on the project?When is it due?What are the next steps?

Obey the Rules

3 syllables or lessAverage 15 words per sentence (or less)Eliminate commas (break into 2 sentences)

Common typeface (no script, no whimsy)No stationery (no backgrounds)Common language (no jargon)Use the Active Voice whenever possible

Read this Sentence

Why was the road crossed by the chicken?

Was it hard to read? That’s because we expect it to be in the Active Voice.

Active v. Passive

The Sullivan Report was presented with numerous errors.

Sullivan

Report

Who’s to blame? Bob or the report?

Active v. Passive

Bob made numerous errors when presenting the Sullivan Report.

The Active Voice clears this up immediately.

Eliminate Empty Words

The Writer’s Brief Handbook lists these words as the most common empty phrases.

By means ofDue to the fact thatFor the purpose ofFor the simple reason thatIn order toIn spite of the fact thatIn this world todayIt is important that

It is necessary thatOn the occasion ofPrior toIn anticipation ofUntil such time ofWith regard toIn the neighborhood ofHad an effect on

MustWhenBeforeBeforeUntilAboutOf / AboutInfluenced

ByBecauseForBecauseToEven thoughTodayMust

Eliminate Empty Words

Use these instead. They are much shorter and convey more clarity.

If You Only Remember One Thing…

After you have finished writing the body of the message…

Read it out loud!

Strengthen the Subject

Be Direct and DescriptiveAction Required:… Info:…Request:…EOM:…

End of MessageDo not reply

NEVER use the Subject line as your message

Address for Success

Who is my audience?Do they really need this message?Address recipients properly.

To: need to know/actCc: FYIBcc: secret audience

Send Less to Get Less!

Send Less to Get Less

60% return rate – send 5, get 3 backReduce email time by 20% in 3 weeks!

Same 3 questions: Is it appropriate? Is it needed?Who is my audience?

Final Stretch

BLUF to inform immediatelyUse bullets to grab attentionWrite with conciseness to keep interestWrite with clarity to increase understandingActivate your Subject line to prepare the readerSend Less to Get Less!