© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-1 Chapter 2 Writing for Business Audiences

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-2 Improving Your Business Writing n The best business writing is Audience oriented Purposeful Economical n To improve your writing skills, you need An effective writing process To study model messages Practice

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-3 The Writing Process Stage 1: Prewriting Analyzing Anticipating Adapting Stage 2: Writing Researching Organizing Composing Stage 3: Revising Revising Proofreading Evaluating

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-4 Factors Determining Channel Selection n Importance of message n Amount and speed of feedback required n Necessity of a permanent record n Cost of the channel n Degree of formality required n Best practices in your company

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-5 Factors Determining Channel Selection Possible Channels: , instant message, fax, letter, memo, report or proposal, telephone, voice mail, meeting, conversation, video- or teleconferencing

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-6 Factors Determining Channel Selection What channel is best to announce decreased benefits coverage for 250 employees? or memo What channel is best for a sales message promoting a new product to customers? Letter

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-7 Factors Determining Channel Selection What channel is best for responding to similar customer inquiries? Web, letter, telephone

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-8 Audience Benefits Instead of this: We are promoting a new plan that we believe has many outstanding benefits. Try this: You will enjoy total peace of mind with our affordable holiday get away plan that meets all your needs. Shape your statements to involve the reader. Strive to develop the “you” view.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 2-9 Audience Benefits Instead of this: Before we can allow you to purchase items on this new account, we must wait two weeks to verify your credit. Try this: You may begin making purchases on your new account in two weeks. Shape your statements to involve the reader. Strive to develop the “you” view.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Audience Benefits Instead of this: I need your response immediately so that I can make the employee vacation schedule by next week. Try this: Your quick response means your vacation schedules will be ready next week. Shape your statements to involve the reader. Strive to develop the “you” view.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Conversational Language Instead of this: The undersigned takes pleasure in.... Instead of this: It may be of some concern to you to learn that your cheque has been received and your account has been credited for $250. Try this: I’m happy to.... Try this: We’ve credited your account for $250.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Positive Language Instead of this: Employees may not use the First Street entrance during remodeling. Instead of this: We cannot fill your order until we receive an exact model number. Try this: Employees may use the Market Street entrance during remodeling. Try this: We can fill your order once we receive an exact model number.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch 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.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Hidden Messages Negative Language: You overlooked You state that You failed to You claim that You are wrong You do not understand Your delay You forgot to Hidden message: You are careless But I don’t believe you You are careless It’s probably untrue I am right You are not very bright You are at fault You are inefficient and careless

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Inclusive Language Instead of this: Have you called a salesman? Every executive has his own office. Try this: Have you called a salesperson? All executives have their own offices.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence to create a more conversational tone and to state your idea positively. Ê The undersigned takes great pleasure in welcoming you to our staff. I’m happy to welcome you to our staff.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence to create a more conversational tone and to state your idea positively. Ë We cannot send your order from our warehouse until June 1. Your order will be on its way to you June 1.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence to create reader benefits. Ì I have 15 different financial plans to offer my investors. You have 15 different financial plans from which to choose.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence to create reader benefits. Í We want all newly hired employees to use our carpooling program for at least three months. As a newly hired employee, you won’t have to drive to work for the first three months because you can carpool.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Plain Language Avoid inflated language. 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 undersigned officer, a comment on whether the proposed plan, in his or her considered view, meets the requirements of the bill recently tabled in Parliament. Simple Translation: You may wish to comment on whether the proposed plan meets the requirements of the new bill.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Familiar Words Less familiar words: encounter extrapolate obligatory terminate Simple alternatives: meet project required end Avoid long, difficult, and unfamiliar words. Use short, simple, and common words whenever possible.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence using simpler language. Ê You may encounter difficulties in terminating the contract. You may meet difficulties in ending the contract.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence using simpler language. Ë As stipulated, we extrapolated the budget figures for two years. As required, we projected the budget figures for two years.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence using simpler language. Ì Will you utilize workbooks during the obligatory training period? Will you use workbooks during the required training period?

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Try Your Skill Revise this sentence using simpler language. Í We anticipate that a majority of the alternatives will be fundamental enough to meet our requirements. We expect that most of the choices will be basic enough to meet our needs.

© 2007 by Nelson, a division of Thomson Canada Limited. Ch Seven Ways Technology Can Improve Your Business Writing Ê Fighting writer’s block Ë Collecting information electronically Ì Using templates Í Improving correctness and precision Î Adding graphics for emphasis Ï Designing and producing professional-looking documents, presentations, and Web pages ÐUsing software for team writing

© 2007 by Nelson, a division of Thomson Canada Limited. Ch End