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Are you having trouble drafting an important letter?
If so, you are not alone. When
I ask participants in my writing workshops to list problems they encounter in
letter writing, I most frequently hear “getting started” and “knowing
exactly what I want to say.” Effective
letters and e-mail don’t just happen. They
take thought and planning. One of the most important factors in your business letters
is knowing the audience and writing to their uniquenesses.
Know your audience and you now their hot buttons—and how best to
inform, educate, or persuade them. Vendors:
don’t just say “no.”
Maintaining good relationships with vendors is crucial.
You may not need a vendor today, but you may be on their doorstep begging
next month. For example, suppose
the quality of your current vendor declines and you can’t get a good part
anywhere else. Accordingly, always explain the reason for turning down a
vendor in a positive and direct manner. For
example, if the vendor’s price is too high, simply explain that you have
chosen another vendor for your project because they meet your budgetary and
time-line criteria. Customers:
Your writing reflects your company.
Your writing is the “character of your company” on the page.
Say you’re communicating with a customer regarding the workings of a
particular product. If your letter
is disorganized and unclear, the customer may very well have doubts about both
your product and your company. Peers:
Don’t equate courtesy with vagueness.
Be specific. A key problem when writing across department lines is that
people’s fear of sounding demanding results in their sending vague rather than
specific letters. For example,
instead of writing, “I need this report by April 15,” they’ll write “I
need it ASAP.” This may result in
their receiving the report after the deadline, since the peer’s interpretation
of “ASAP” may be the middle of May. When doing this, be explanatory but not arbitrary.
Explain why it’s important to have your report on time in a neutral and
friendly manner. Subordinates:
Be respectful and vary your style.
People often write to subordinates in an abrupt manner.
If they’ve made a decision, they’ll state it without giving a reason. Don’t fall into this trap.
Subordinates may have one impression of you in person, but get a
completely different one if your letters aren’t respectful. In addition, vary your style of letter writing according to
the occasion. If you’re inviting
subordinates to a picnic, make sure your writing is friendly and upbeat.
However, if you’re confirming something for an employee’s record, use
a more formal style. Boss:
Cut to the chase.
Always state your bottom-line message first, so that your boss doesn’t
have to read half way down the letter to find out its essence.
For example, say, “I recommend that we purchase the XYZ software at the
price quoted by vendor one.” Then
explain the reasons for your recommendation.
For example, “I have examined the software of vendors one, two, and
three, and I believe that vendor one’s product not only fits into our
budgetary allocations, but is also superior for the following reasons …” Your writing characterizes you in much the same way your
telephone voice does. Consider your
own reaction to a phone call from someone you’ve never met.
Your telephone-voice characterization of the person may be highly
inaccurate, as you’ve probably discovered after seeing him or her in person.
Nevertheless, most of us continue to jump to inaccurate conclusions.
Make sure that people don’t jump to inaccurate conclusions about you by
writing effective business correspondence. |
