Before you begin to write, there’s another issue to consider: who is your reader? If you can identify with your reader, you are more likely to use the right tone and the right level of information—neither too simple nor too sophisticated. Gauging your readers’ knowledge of the topic will help you to avoid either patronizing or baffling them. If in doubt, explain any potentially difficult terms.
Because your intention is to build a bridge to the reader with your words, imagine you are sitting across the table from them. Under such circumstances, you would address the reader directly as you and refer to yourself as I. Do so in your written communication. Taking this idea of connecting with the reader further, read what you’ve written—does it sound conversational or stilted?
I mentioned the importance of using the active voice. The active voice, makes it clear who is speaking and, therefore, makes you seem warmer and more approachable. This isn’t to say that the passive voice should never be used. While its constant use will slow comprehension and stop the reader from becoming interested in the message, it can be useful when you want to avoid placing blame on the reader, useful when that reader is the customer. It is also useful to avoid assuming blame yourself.
Before sending off your document, check that you have removed any element that might turn off the reader. Reread the document with these questions in mind.
- Did I use everyday language, not officialese?
- Did I avoid jargon or abbreviations that the reader wouldn’t know?
- Does the message make sense?
- Could anything in this message seem offensive—whether intentionally or not?
- Did I use spell check?
- Is the grammar correct?
These rules apply to every document you write—e-mail or snail mail. Let’s look now at some specific business communications.