Effective Written Communication

67A number to remember

ActivityHello Counselor, Sorry I’ve missed your calls this week. Work has been very hectic. I am very interested in a Bachelor’s degree from SNHU but I’m not sure what the admission process looks like or if I’m even qualified. Can you send me this information via email? I will review and call to further discuss once I can catch a break at work.Thanks,Prospective Student

Learning Objectives

Understand the importance of effective written communication

Define elements of professional written communication

Apply effective elements to written correspondences

Why it’s important

Student experience

Room for interpretation

Marketing efforts

Easy to document

Brand Behaviors

Why it’s important

9% lured away by competition

14% dissatisfaction with product

67% attitude of ONE person in organization

6 Elements

• Greeting: personalize the email• Purpose: reason for email• Content: noise and information• Call to Action: what student needs to do• Professional Closing• Subject line: motivate to

open and read

Greeting and Purpose

Content

Noise

Call to action

Closing

SNHU Communication Burger

Greeting• Professional Greeting

“Hello” “Good afternoon” “Good morning”

• Make it personal “Hello, Anthony.” “Good morning, Sandy.”

• Engage the Student“How are you doing today?”“I hope this email finds you well.”

Purpose• State the purpose of your email

“It was a pleasure discussing the BA Psychology with you today.”“I was able to get an answer to your question earlier.”

“I wanted to follow up with you about…” “I have an update on your application”

• Short, concise paragraphs• Avoid being wordy

Content: noise• Tone: professional, friendly, demonstrate

brand behaviors• Language: use direct language, positive

word choice• Spelling and grammar: proofread,

spellcheck, reflect before sending• Paragraph form: short, precise

paragraphs, avoid being too wordy, keep email at an appropriate length, use paragraphs to structure the email

• What to avoid:

colors FontsFontsFonts

Content: information

• Be thoughtful and clear in the information you present

• Make a conscious choice in words• Is the information appropriate in email format

or should it be relayed over the phone?• Remain compliant

Be Accurate. Be Right

Call to action

• Provide direction or a solution• Provide a contact or material needed

in the solution of student issue.• Encourage phone call to further

discuss• Set follow up phone call• Clarify

Provide exceptional service EVERY time

Professional Closing

• Thank the student• Professional closing phrase: Sincerely, All my best, Thank you, Kind regards, Best wishes• Signature including full name

Crafting a subject line

• Should reflect the purpose of the email• Clear and thoughtful• Motivates the student to open email

“Response/Action needed” “Application update” “Welcome to SNHU” “See yourself succeed at SNHU” “Missing application documents”

ActivityNow apply the six elements of effective written communication and rewrite your email to prospective student.

6 elements

• Call to Action• Professional Closing• Subject line

• Greeting • Purpose• Information