Words at Work: The "How to" Book of Wri ng Skills (Improve your

English report, email or business writing skills)

Author
J H Hood
ISBN
978-0-9875575-0-6
Copyright
Copyright 2013 J H Hood

Dedication
To all those people who have and are still walking the learning journey with methank you a
thousand times over.
May we continue the journey with joy in the challenges.

Published by
WordCraft Global Pty Ltd

Introduction

It is better to light a candle than curse the darkness

Chinese proverb

We can all write well

For many of us, the simple act of sitting down at a keyboard or a blank page changes us from
a vital and competent person into a novice. We freeze, drag our feet, struggleyet still end
up turning in a job were not happy with.
It doesn't need to be like that!
Most of the ways we have been taught to write lock us into patterns that dont work well for
everyday business writing. These are patterns that weve learned at school, college or
universityvery effective for their purposes there...but not what you need for good writing in
the workplace!
In this guide you will discover ways to counter those patterns as well as techniques to write
well and quickly.

Contents
Introduction
Plain Englishalso called Plain Language
Checklists
Basics of good writing
Planning for Writing
Mind Maps
Plain English & How to Make it Work for You
Punctuation & SpellingSome Simple Rules
More Hints to Get Your Message Across
Writing letters and memos
The Report
Job Applications, Covering Letters and Resumes
The Seven Secrets to Good Email
Checklist 1Planning for writing
Checklist 2Improving your writing
Checklist 3Writing good reports
Annex A: Confusing Words Exercise
Annex B: Email Subject Lines
Annex C: Example of a Good Email
Author Profile

Plain Englishalso called Plain Language

The first patternwe often think that when we write, we should use different, longer and
more complex words than when we speak.
No, No, NO!
The Plain Englishor Plain LanguageMovement is a direct result of people being sick of
complicated and formal writing, especially contracts and insurance documents. Plain English
has now spread across the English speaking world, and the Movement is now into its thirties!
Business writing is about clarity, simplicity and good techniquesnot about fancy or lengthy
words. Tell me what you want me to know or do, dont be long winded about itand make it
easy on the eye!
Your reader will get your message clearly when you use Plain English techniques, those that
focus on the audience and where you:
use everyday English whenever possible
use simple sentence structure2 lines is long enough
use headings and listsdirect the readers eye and lead them through the document
use tablesa picture tells a 1000 words
explain technical terms if necessary
use the active voicewe did it, not it was done by us
use direct speechwe will not the organization shall
use lots of white spacethe body language of the document
are concise
are positivewhen you send us the form we will not we cannot assist un l you return
the form
One simple counter to the use of complex language is to read something aloud, and then ask
yourself this question: If the person was sitting opposite me, would I say this to them? If the
answer is Nothen dont write it!
Another way to approach this and to stop yourself getting caught up in complex and
confusing language is to imagine you had the person sitting with you, and then to write what
you would say to them.
The key is not to translate the clear thoughts and words you have into gooblydook, usually
because you think good writing must use long and complicated words.
You will get your message across when you understand that simple is best.
Reverse the Triangle

The second patternat school and during further formal study, we have been taught specific
types of writing which are not the best ways of writing business letters, memos, reports or
even emails.
There are four broad types of writing and each type requires different skills from us:
Academic: to demonstrate knowledge, skills in analysis and reasoning
Evidentiary: to tell the exact story as I experienced itwhat I saw, heard, smelled
Literary: Shakespeare, Milton, Dan Brown, Bryce Courtney, Tara Moss
Workplace: to get things done
Most of us have been taught or learned the first three typesat school, at college or tech
school or university, or through lifes experience. But, and this is a big but, Workplace Writing
requires different techniques
In the two following pictures you can see a key difference between the type of writing most of
us have learnedAcademicand what is required for good Workplace writing.
Academic writing has this structure:

What you as the writer want from Day to Day writing is for someone to know or do
something.
This is quite different from the usual outcomes required of academic writing, i.e. to
demonstrate or describe new knowledge. So, in day to day writing, we need to reverse the
triangle:

In this book, you will learn how to turn your written communication into a fluent, effective
and satisfying process. You will understand how to:
reverse the triangle
plan what you want to say
be clear about what you want your reader to know or do
take less time to write your documents
use Plain English

Checklists

There are checklists and examples included at the end of this tooldesigned to help you
improve the way you write.
You can use them in a variety of ways:
when starting to write
to understand your audience
as you write
They are a powerful means of improving your writing skillsif you use them regularly.

Checklist 1Planning for writing

Checklist 2Improving your writing
Checklist 3Report Writing
Example AEmail subject lines
Example BGood email
Example CConfusing words

Basics of good writing

Say all you have to say in the fewest possible words,
or your reader will be sure to skip them;
and in the plainest possible words
or he will certainly misunderstand them.
John Ruskin 18181900

All Good Writing starts well before your fingers reach the keyboard - it:
is planned
is written for the needs of the audience
connects with and orientates the reader
is appropriate for the context in which it will be read
looks good - invites the reader to continue
uses simple, active and positive language
And all effective writing has three major elements: purpose; audience; context.
Purpose
What do you want your readers to know or do? Tell them! Make it cleardont make them
work hard to find out. Beware the so what? response.
Audience
It is not the writers job to make things plain to everyone. It is the writers job to make things
plain to the specifically identified audience.
Consider:
what does your audience already know?
dont assume knowledge, but dont tell them again and again!
how much do they need to know?
dont give them detail they dont needit will confuse them and add bulk to the text.
But give them enough information to make a decision

what will they understand? This is your area of exper se; is it theirs? Think about
language: jargon, acronyms, tech-speak
how will they respond to this sentence, paragraph or idea?
Context
There are two parts to Context:
1. People make sense of what they are reading by what comes before and what comes
after, and what they already know about something; and
2. The environment in which the piece of writing will be read.
People look for patterns and logical flows in the way information is presented to them, and
they look for links to information they already know.
The environment in which a document is read will affect the meaning the reader will take
from it. For example, consider the impact if your document is read:
with many other complex, possibly unrelated, reports
with little or lots of time available
briefly for general information
thoroughly for detail
to generate discussion
with or without you there to provide supporting information or fill in gaps
We will explore each of these elements in the following chapters.
Pack your parachute and lets get started.

Planning for Writing

Words are like spears: once they leave your lips
they can never come back
Benin proverb

Writing is like any other taskgood planning improves your chances of succeeding.

The planning questions to ask yourself are:

Why are you writingwhat do you want to happen as a result of this interaction?
Who is your audience?
How will you communicatefor example a letter, an email a memo, a report?
If appropriate, who should write, and who should sign, the communication?
The answers to these questions will start to shape your task.
Here are some other key issues to think of before you start writing
Move Your Thinking
We often sit down to write with the focus of our thoughts on the document itself, and with
words in our head like:
I have to write this!
How am I going to fit it in between all my other tasks?
The boss always changes everything I write!
What do I have to say?
We are concentrating on the immediate task of writing and the shape of the document in our
own minds. What we need to do is to move our thinking to what do I want my reader to
know or do?
People have many ways of planning the contentwriting a list of key points or headings,

doing a mind map, talking with colleaguesit doesnt matter how you planas long as you do
plan.

Mind Maps
A Mind Map is a simple and effective way to start the process of writing letters, memos, job
applications, manuals, policies or reports. It gets your information out of your head, to come
up with other relevant details and to put it all together ready to write your document.
As you try the technique a few times, you will find it to be simpleit is as simple as it seems
quick and effective.
Tony Buzan, the inventor of the mind map calls the technique of mind mapping: The Swiss
Army Knife for the brain.
A mind map:
is a way to capture ideas and information
follows the way the brain works: links, jumps, connections, color, pictures
should take only about 15 minutes
A mind map uses:
associa ons and connec onsyou think of one thing that then makes you think of
something else and so on...
color and pictures
curved lines
a quick way of ge ng thoughts down - you dont lose them! Then you can organize
them
Get the words down without editing do that once you have the first draft done
Creating a mind map is simple:
1. Draw a shape at the centre of a plain, unlined piece of paper. This can be just a circle
or it can be a representation of the topic. Write the central idea or topic in the centre.
2. As you think of a main point, draw a branch from the centre.
3. Continue adding main points as you think of them. Identify each main branch with one or
two words to give the main pointwrite the words horizontally, so that they can be read
without needing to turn the paper.
4. Write quickly, without judging, editing or censoringthere will be time later to do that.
5. As you add each main branch, you will find that it helps you to think of other pointsput
them in... they can be new main points, or minor points.

6. Draw minor branches from the main branches. These are the minor points that need to be
considered as part of each main point. Identify these branches with one or two wordsalso
written horizontally.
7. You can add more main branches and minor branches at any pointas your thinking
progresses.
8. If you are able to, draw in pictures representing the pointsthis helps with free thinking
and creativity.
9. Now, sit back and look at the map. Are there any common points that could be regrouped
together, or are there other points or obvious gaps?
10. Make the changesthen start writing your document!
Here are some examples of mind maps:
This one is analyzing a problem, and the main branches are: cause, prevention, impact.

This next mind map is exploring love, with the main branches being dating, sex, romantic,
family and wedding.

Here is another example!

Here is a mind map of a letter I wanted to write to a local college where I had attended a
short course, and that I was unhappy about. The course content had not been as advertised,
the lecturer was very poor, the room was badly set up and the handouts were dreadful. I
wanted my money back!
PS: you dont need to be an artist!
So, this is the first mind map I drew:

Then, I sat back and looked at it. I realized that I had le some points out, and maybe there
was a wider solution than just: my money back, so I redrew the map:
As you look at the second map, you will notice:
I have changed what I had written in the centre
the range of possible outcomes has widened
more details are added into several of the branches: the college would need those
the unrealis c op on of going to a lawyer has been changed to check out the colleges
grievance procedures

The whole process took me about 15 minutes.

Now I have a very clear plan of the letter I want to write, as well as the structure of the letter:
each of the main branches is a heading
each of the minor branches is a point to be made under its heading
it is much simpler to decide what order each heading and point should go in
Another advantage of using a mind map is that it encourages you to start researching,
thinking and writing at any pointrather than starting at the beginning, regardless.
You can also show your mind map to others for comment and inputit can be:
a particularly useful way of making sure you have all the information you need
a good way to get agreement from your boss about your document
If you are not sure what your main branches or headings might be, you can start with: Who,
What, Where, When, Cost and Risk
Here is the letter I finally wrote based on my mind map:
My address
Date
Dear College Administrator,
Unsatisfactory Short CourseWR 102: Writing for Online
I attended your course WR 102: Writing for Online in February this year, and found the
course to be most unsatisfactory.
I request that you provide me with:
either a full refund of the course fees and my parking expenses, or
a replacement course of a much better standard, at no cost to me
The problems with the course were:
the content was not as had been advertised
the handouts were very poor
the room was crowded and stuffy
the lecturer had poor skills
My details are:
Student number: XT 123456
I attended all sessions: 5, 8 and 12 February
fees paid: $135
parking costs: $30
Please respond to me by (a date two weeks from this letter).

Yours sincerely,
As you can see, the letter is very straightforwardthe mind map has given me all the details
and the order in which to put them.
There is a great deal of information about mind maps on the Internet, and some excellent
free software if you prefer not to do your own drawings.
Use Checklist 1 to Plan your Writing

Plain English & How to Make it Work for You

Rule 17: Omit needless rules
The Elements of Style William Strunk

Good writers have been supporting the Plain English movementin some countries also
known as Plain Languageover the past 30 years. You may have seen some of the benefits
yourself in the form of vastly improved contracts, insurance documents and the various levels
of government communications.
Plain English (or Plain Language)
Plain English is writing that works at communicating with the reader. It is writing that:
uses everyday English whenever possible
uses simple sentence structure2 lines is long enough
uses headings and listsdirects the readers eye and leads them through the document
uses tablesa picture tells a 1000 words
explains technical terms if necessary
uses the active voicewe did it, not it was done by us
uses direct speechwe will not the organization shall
uses lots of white spacethe body language of the document
is concise
i s positive... when you send us the form we will not ...we cannot assist un l you
return the form...
Using Plain English demonstrates a respect for your audience and for yourself. Most
importantly, it is not difficult to doit just takes practice.
Start to unlock the secrets of good writing by using Plain English from now on!

For the reader, every document begins as a mystery.

What Do I Have To Do?

Your audience comes to your document asking Do I have to do anything?
You must answer this question for the reader as early as possibleif you dont, then your
reader will scan your document rather than read itskipping your carefully organized ideas or
arguments.
Asking this question is also an extremely good way of keeping yourself focused on what you
really wantand needto communicate. It is a good technique to write the answer to this
question on a piece of paper and keep it visible as you write.
Regularly ask yourself: Does this piece of information progress the readers understanding
about what I want them to do?
You will find that it helps you to keep your writing simple and to leave out irrelevant
information.
As you reveal the content, your reader will make sense of each item based on:
what comes before
what follows, and
what they already know about the subject
Write your document to unfold your writing so that your reader has a context from which to
read and understand. Find links with the readers previous knowledge and experience, or
with previous correspondence.
Give your reader sign posts. You can do this by using headings from the start of the
document, or, if there has been previous communicationmake reference to that up front,
for example Following on from or In reference to

Getting Started

So how do you get started on your document?

Firstsettle these points:
are there any organiza onal conven ons about layout, wording or tone that you need
to follow? How will you find them?
what do you know about the topic? Do you have all the information you need? Where
and how will you get it?
how will you plan the content? Will you start with a list of key points, or a mind map?
how will you structure the document? Will it be a memo, letter, report, email, or ?
what point or topic will you start with? What next? (You dont have to start at the
beginningits okay to start anywhere and write in any orderjust make sure you pull
it all together at the end to make sense)
People have many ways of planning the contentwriting a list of key points or headings,
doing a mind map, talking with colleaguesit doesnt matter how you planas long as you
plan.
Use your mind map.
Now, get writing! Dont try for perfectionjust get some words down.
Dont just sit there staring at a blank screen or piece of paper. Dont try and get the perfect
words down at once.
Dont concentrate on how much you have yet to write and build mountains in your mind.
Try some of these techniques:
jot down some dot points
allow yourself to write rough notes or a draft
write what you can right now for the section you are working on, then move to another
give yourself short breaks between sec ons me to think. This will enable you to
review and rewrite
You can always change itmost people dojust get something down and the rest will follow.

Good writers usually write a draft the first time they work with a particular topic or for
complex documents. This is very sensiblenot an admission of failure!
What Would You Say?
If words are hard to find, then imagine that you are sitting opposite the person you are
writing to, and ask yourself What would I say to them? This will usually force you to be
clearer in what you write.

How Readers Read

There is a natural rhythm to reading.
Your reader will usually:
pay more attention to the first part of the document
pay less attention to the middle of the document
refocus toward the end
Readers scan or skim the document, looking for what you want them to do, for key points and
summaries, or for the specific pieces of information that are relevant to them. They will
become bogged down in long paragraphs and long sentences.
They may be confused if the flow doesnt follow a natural order, such as chronological, levels
of importance or themes.
A good technique for testing readability is to read it out aloud. If it flows well in speech, this
is a good sign. It does not mean that you should write as you speak! Rather, as you read,
listen for the flow and sound of the documentis it clear and easy to read?
If, as you read aloud, you find yourself using words and technical terms that you would not
say to someone sitting beside you, then dont write them!
Body Language
The way the message is delivered is as important as the words.
In face to face communication, people take only about 10% of the meaning from the words
that are used. Over 50% is read from body language, while the remaining 30% to 40% comes

from the tone of voice.

We believe the body language, not the words!
Any written communication has its own body language. The look of the document can either:
encourage the reader to read on, or
set up blocks to successful communication
Factors such as layout, spelling, punctuation, grammar and tone are part of the body language
of the document.

Imagine a densely written page, with long paragraphs, complex words, and with no headings
or liststhis document is saying Im a complicated, difficult, hard documentand Im not
interested in sharing my content with you
Now imagine a document with short paragraphs, headings, lists and plenty of white space
this document is saying I want you to read me, Im open and comprehensible and I want to
share my information with you
Similarly, a document filled with unfamiliar jargon is immediately saying to your reader Im
not really interested in you understanding this document
Direct the Readers Eye
A document will be easier to read if you direct the readers eye. You can do this by:
having plenty of white space in the documentuse good margins, bulleted lists,
spacing between paragraphs and a variety of formatting techniques
using short sentences and paragraphs
using sign postsheadings and sub-headings
using consistent fonts and font sizes except for emphasis
leaving the right margin uneven rather than jus edit is easier for the eye to follow
an uneven margin
Use Tables
Tables are a good formatting techniqueand you can use them in formal as well as informal
documents. They are useful when you:
present complex information

give instructions
make comparisons
Here are two examples of using a table:
Example 1. Instructions to change a password
On 15 April, everyone will need to do the following:

Example 2: Instructions about using software

If you need to acquire new software:

Use Lists
Lists, both bulleted and numbered, make information easier to work with.
Read the following paragraph:
When writing a report, consider what, why, how, who and where: why you are writing it, what
the topic is about; what you already know about it; who else might know about it; where might
you find information about it and how you make sure you are covering all the information.
Now, look at the same information shown in a list:
When writing a report, consider why, what, who, where and how:
Why are you writing it?
What is the topic about?
What do you already know about it?
Who else might know about it?
Where might there be information about it?
How do you make sure you are covering all the information?

The list is much easier to readand to remember!

Try Different Fonts

Use different fonts and formatting to make something important stand out:
make it bigger
use italics
put extra space around it
use a different font or color
use bold
use an indent or a separate line

Butbewarelike any technique, overuse defeats the original intention.

Used well, these techniques will lead the eye gently across the pagebut too many tables or
lists make the eye jump from space to space, and make the page look busy.

Active Voice
Wherever possible, bring your writing to life by using the active voice.
The passive voice distracts your reader and slows them down, and it can lead to ambiguity
and confusion.
In the following table you can see the improvement when the active voice is used.

Use You
Your communication will be far more effective if you use:
the first person: I and you, rather than
The third person, disembodied voice: it is recommended the preferred approach is
Which of the following would you prefer to read?

And which of those examples would you actually say to someone?

You reinforces the message that the document is intended for your reader. Similarly, using
we to refer to your organization brings you closer to your reader and improves the
communication.
One Idea per Sentence
Express only one idea in each sentence.

Long, complicated sentences often mean that you arent clear about what you want to say.
Shorter sentences show clear thinking.
Shorter sentences are also better for conveying complex informationthey break the
information up into smaller, easier-to-process units.
Try and keep your sentences down to two lines!

Simplify, Simplify, Simplify

Never use a long word where a short one will do...
If it is possible to cut a word out, always cut it out
Never use the passive where you can use the active
"Politics and the English Language, 1946 George Orwell

Focus on the key pointskeep the language and style simple and straightforward.
It is very easy to slip into using highly technical or formal languageespecially if you know the
topic well, or it is highly complex. This can often be an indicator that you are really writing for
yourself rather than your audience.
The challenge is to simplify your languagecut out formal, complex and unnecessary words
and phrases. For example, look in the following lists:

Unnecessary Words & Phrases

Instead of:
A survey of volunteers in regional locations was conducted
Try:
We surveyed regional volunteers
Instead of:
They came to the conclusion that
Try:
They concluded
Instead of:
We made the decision to
Try:
We decided

Instead of:
in consideration of the fact that
in light of the fact that
in view of the fact that
Try:
because
Instead of:
henceforth
Try:
from now on
Instead of:
herein enclosed is
Try:
I have enclosed
Instead of:
pursuant
Try:
as we agreed, as a follow up
Instead of:
Written notification shall be made to this office in the event that ownership has been
transferred
Try:
You must notify us in writing if you transfer ownership

Note: Look at how much clearer the above list would be if set out in a table! (Kindle doesnt
handle tables very well).

Unnecessary Words & Phrases

Instead of:
Try:
A survey of volunteers
We surveyed
in regional locations
regional volunteers
was conducted
They came to the
They concluded
conclusion that

Jargon
Unless you are certain that your audience will understand the jargon and technical terms you
are usingdont use them!
It is very easy to slip into bad habits around jargon, and to make assumptions about what
your reader will know. Another trap we can fall into by using unnecessary jargon is that we
can lose sight of the real meaning and create meaningless euphemisms.
Consider the following examples:
Instead of:

Try

Please execute this document

Please sign this document

We had a negative patient care outcome

The patient died

We need to gain traction on this project

We need get moving on this project

We are going through a downsizing operation

We are reducing the number of employees

Instead of
We need to make sure of the social inclusion aspects of this program
Try:
We need to make sure that this program improves clients ability to take part in the
community
Instead of:
Grading activity required by new development would have associated short-term erosion
impacts.
Try:
Grading would cause soil to erode.
Instead of:
We must have measurable milestones for this plan
Try:
We must have targets identified in advance as part of this plan so that we can measure its
success

Acronyms
Acronyms are abbreviations, made up from the initial letters or phrases of a descriptive
phrase, which form words usually able to be pronounced.

Many acronyms are well known, for example:

CEOChief Executive Officer
AAAlcoholics Anonymous
NATONorth Atlantic Treaty Organization
BBCBritish Broadcasting Corporation
NASANational Aeronautics and Space Administration
ICSIndian Civil Service
Laserlight amplification by the stimulated emission of radiation
DNAdeoxyribonucleic acid
AIDSAcquired Immune Definition Syndrome
AkaAlso known as
Acronyms can be a useful means of simplifying your writingprovided that:
1. You explain them the first time you use them in your document, i.e. South
Australia (SA), one of seven regions of Australia , and
2. You are certain that your reader will understand them, i.e. ABS (anti-lock braking
system).
While many acronyms are in common use and understood by most readers, this is not always
the case. Here are just a few of the possible meanings of DA:

Use acronyms with care!

Use Inclusive Language

It is a poor communicator who excludes a part of their audience by the language or

communication methods they use.

Does your language exclude anyone or any group such as older people, people from a
particular culture or location, people with a disability or people from one gender?

When you identify your audience and their needs, you will become aware of any particular
sensitivities and issues. This will give you the opportunity to address these early in your
communication process.
For example, Every staff member must bring his ID to the meeting
could become:
Every staff member must bring their ID to the meeting
or, much better
Please bring your ID to the next staff meeting
Other techniques are:
describing what the person does instead of using the tle, e.g. the person chairing the
meeting
using neutral terms like police officer instead of policeman
Questions & Answers
Each document is a mystery to your readerthe reader comes to your document with
questions.
For some types of document, anticipating these questions and using a question and answer
format can be very effective. This can be in the form of an FAQFrequently Asked Questions
section.
This is particularly so:
when you are advising the reader of changes to a process or program
for instructions
to make possible consequences crystal clear
Tables are particularly good for this, for example:

Punctuation & SpellingSome Simple Rules

When I use a word, it means what I chose it
to meanneither more nor less
Humpty DumptyLewis Carroll

Rule 1Less is bestread aloud

Rule 2Use a Style Manual or Guide
Rule 3Be careful when using spelling software
Punctuation and Spelling have ways of confusing all of us at some time. The path to success
is:
practice and observation
coopt a good proof reader to help you: spell checking so ware will tell you the word is
spelled right, but not if it is the right wordewe' & you; the n & then
use a good Dictionary or Style Guide
learn to use the AutoFormat function on your word-processing software
Punctuation
Keep it simple.
Commas (,):
indicate a brief pause
separate a statement from a question
can replace and, or, yet or but in a sentence
separate contrasting parts of a sentence or separate items
Colons (:):
introduce a word, a phrase, a sentence, a quotation or a list
can emphasize whatever is placed after them
Semicolons (;):

separate items in a list where the items already contain commas

connect to separate, but related sentences where an adjoining word has been left out
Brackets ( ):
iden fy the abbrevia on of a term that is going to be used o en in a document, the
first time it is used, i.e. Australian Tax Office (ATO) Then use ATO throughout the rest
of the document
dene the meaning of an acronym, e.g. NASA (Na onal Aeronau cs and Space
Administration)
enclose informa on that expands on a statement you have just wri en, but is not
essen al, i.e. The football team has won several recent premierships (in 2002, 2003 and
2005) and could be well worth sponsorship. The ques on to ask yourself as you write is
How does this piece of informa on add value? If it doesnt, then leave it out!! The
football team has won several recent premierships and could be well worth sponsorship
is simpler and conveys the same meaning
Spelling or spelink
Unfortunately first impressions do count and we do judge by appearance. So, it is important
that you get your spelling correct.
It is also important that you dont allow spelling problems to stop you writing.
You can sort the spelling out once you have got your ideas down.
So what are some ways to improve your spelling? Well, there are a number of ways to try:
get and use a dictionary
read, read, readthe more you read, the be er your spelling will get. Read anything
that interests younewspapers, magazines, c on or non-c onand if possible,
write down and memorize words that interest you
make a deal with someone else who is a good speller to proof read your wri ngyou
will surely be able to find something you are good at to do for them in exchange
if you use a word processing so ware package, nd out how to use the AutoFormat
function, and put the common words you misspell or mistype into it
dont get discouraged!
English changes over time: words are added, words fall out of favor and different countries
spell words differently, for example:
a new word - googled meaning to search for something
a changed word - an invite instead of an invitation
different countries - favoured (Australian/English) and favored (American/English)
unused words - quoth is now said

the whole new language of texting or SMS - ur lat8 for you are late
Apostrophes ()
Many people are not sure where and when to use apostrophes.
Basically, there are two places when an apostrophe is appropriate:
1. When two words have been joined together and some letters have been left out, i.e.
Its time to go for It is time to go; Youre late today for You are late today;
Theyre too late to enter for They are too late to enter.
2. Where you need to show the possessiveto show who owns what, i.e. The cat
scratched the dogs nose for The cat scratched the nose of the dog

Confusing Words
Along with Apostrophes, there are some words in English that are easy to confuse. Here are
some of them:
To, Too, Two
To: part of a doing word: They went to the garden to dig.
Too: very, as well: I was too late to get in. I was tired, too.
Two: the number 2: Two dogs chased the ball.
Your, You're
Your: is a belonging word: Your shoes are untied, i.e. the shoes belong to you.
Youre: short form of you are: You're walking around with your shoes untied.
Their, There
Their: is a belonging word: They put on their shoes, i.e. the shoes belong to them.
There: shows place: My shoes are over there in the cupboard .
Their has also changed its meaning in the past ten years. It used to be used only as a plural
word, for more than one person, but it is now used instead of His or Her, i.e. we used to write
Everyone must bring his or her notebook now we generally write Everyone must bring their

notebooks.
Accept, Except
accept: a doing word, to receive or to agree: He accepted their praise graciously.
except: Preposi ons are words that specify place, direc on, and me, meaning all but,
other than: Everyone went to the party except Jo.
Affect, Effect
affect: a doing word meaning to influence: Will lack of sleep affect your exam results?
effect: a noun meaning consequence: Will wearing poorly ng shoes have an effect on
your game?, and
effect: a doing word meaning to bring about, to accomplish: Our complaints have
effected a change in the way the company does business.
Advise, Advice
advise: a doing word that means to recommend, suggest, or encourage: I advise you to
be careful.
advice: noun that means an opinion or recommenda on about what could or should
be done: Id like to ask for your advice about this offer.
Split Infinitives
Some people fiercely dislike split infinitives; many others find them merely slightly distracting.
Split infinitives occur when additional words are included between to and the verb in an
infinitive.
They may lead to confusion in what is actually meant. For example, from He decided to
promptly return the money he found, you could draw each of the following meanings:
He promptly decided to return the money he found.
He decided to return the money he found promptly.
They also can lead to cumbersome or awkward writing, for example:

On the other hand, they can add color and emphasis to a phrase ...to boldly go where noone has gone before

Use Checklist 2Improving Your Writing

Try the Confusing Words Exercise at Annex A

More Hints to Get Your Message Across

If you are writing for an organization, or to a large audience, it is worth considering these
other factors that can impact on your writing.
Checkout the Filters
We all filter messages through our own perceptions, contexts and needs, and these affect the
ways in which we send and receive all communication.
You need to take this filtering into account. Ways to do this are to develop your skills in:
listening and clarifying
anticipating problems and difficulties
understanding the other personsharing perceptions and needs
keeping your message simple
setting up ways of getting open feedback
Which Medium?
The kind of writingor mediumyou use, such as a letter, report, email, minutes of a
meeting or a presentation, affects the way in which the message is received.
Each has its own impactboth advantages and disadvantageson your audience. Your
audiences access to, and use of, the medium is crucial, for example:
the informality of a note or memo may change the percep on of the importance you
intended for a topic
sending a me-urgent email is pointless if the audience has only limited access to
computers
formal mee ng minutes or presenta ons may be less likely to produce crea ve input or
open feedback
a casual le er may be eec ve in some situa ons or cultures, while in others it may be
inappropriate
Who Needs the Information?

It is okay for people to receive information in different forms, and in differing detail
according to their needs. Butall the people dont need all of the information!
Dont tell everyone everything! We only need to receive the information that is relevant to us
at that moment. Not only are many people simply overloaded with information, but often we
get lost in too much unnecessary information.
Similarly, a complex technical report may be appropriate for a project leader, while a tightly
written executive summary may be more useful to a busy managerand more likely to be
read.
A verbal update might be appropriate for your team; a community group could need a
presentation of the issues and options.
In the same way, each audience may have quite different needs as to when, and how often,
they receive your communication.
The key is to understand the needs of each of your audiences and then to be consistent in
how you communicate with them.
Repeat Key Messages
People often need to receive your message a number of times and in a range of ways before
they understand, or before they are ready to pay attention. Take some time to work out the
essence of your message, and then repeat it.
It is useful to integrate important messages into regular and routine communication channels
using different ways and forums, and different timing.
For example, a message about security or a new priority might appear on staff meeting
agendas, at managers meetings, as well as in staff newsletters and on internal emails.
Keep the Chain Short
The more people involved in the communication chain, the higher the likelihood of confusion
and errorskeep the communication chain short.
Choose types of communication that will bring you as close as possible to your audience.
This may mean that you need to use more than one way or forum for communicating, for
example, a memo, a newsletter article and a meeting, or a large presentationeach for
different audiences.

Use Existing Means

People regularly use the communication channels that work for them, and the way you
usually communicate might not be how your audience communicates.
Your communication will work better if you can discover and use the natural communication
flows of your audience rather than cutting across them. In most instances, you will find that
using existing communication means is most effective.
A good example of this is writing an article for a groups newsletter rather than sending them
a formal letter.

Writing letters and memos

I didnt have time to write a short letter,

so I wrote a long one instead
Mark Twain

Letters
There are three key points to understand about writing letters:
1. People dislike long letters
2. You must give me a reason to read your letter!
3. Use Plain English
It is good practice to plan your letter; make a short list of your points, or use a mind map.
As part of your plan, always write yourself a statement of What I want the reader to know or
do as a result of this letter. This will:
keep your writing focused, and
enable you to decide what to keep in and what to leave out, i.e. how does this piece of
information add value?
The Greeting will depend on your relationship with the reader:
if you are on first name terms with the reader, use 'Dear Anne'
otherwise use 'Dear Mr Purple', 'Dear Miss Green'
if you are wri ng to a woman and don't know which tle she prefers, use 'Dear Ms
Green'
if you don't know the person's name, use 'Dear Sir', 'Dear Madam' or occasionally 'Dear
Sir or Madam'
You need to orientate your reader, to give them a context to read fromthe reason for
writing. You can do this in a number of ways, for example, start your letter with:
1. A heading, for example:
Request for Renewal of License or
Refund of Fees or
Diabetes Testing

2. An introductory sentence, for example:

Regarding your request for renewal of license,
or
Thank you for your letter of 30 July, about refund of fees
or
Free diabetes testing is now available
Your first paragraph must then tell your reader what you want them to know or do. If you
dont, then:
the reader will simply skim the le er un l they nd that informa on, ignoring the
detail or points you have written, or
if the letter is too long, or your writing is too complexthey will stop reading
Here are some examples of first paragraphs that fit the headings and introductory sentences
in the previous paragraph:
To renew your license, you must ll in the form 123 and return it, with the fee of $25 to
your nearest Office,
or
We can refund your fees if you provide your receipt, and a doctors le er covering the
period of the course you missed
or
To book your place on the free Diabetes testing on 3 March, please call...
As soon as your reader reads those words, they can see what it is you want them to know or
do. You can now go onto the middlewith the attention of your reader.
The middle will be your points, answers and questions in a logical order. It is okay to use
headings (not all capitals), bold text, bullet points and tables.
Keep your letter short and simplepeople prefer to read letters that are less than two pages
long. And they wont read them at all if you dont tell them in the first paragraph what you
want them to know and do!
Each paragraph should address just one issue, and be no more than three or four sentences
long.
If you need to include complex information, additional documents or legal technicalities, then
put it in an Enclosure or Attachmentthe name varies, but basically it is a place to put
detailed information instead of cluttering up the body of your letter.

Give each Enclosure or Attachment a title, and if there is more than one, number them. You
must make it easy for the reader to find the information.
The end does not normally need to be a summary. A suitable final sentence might be 'I hope
this has answered your questions', 'Thank you for your help' or 'If you have any questions, please
ring...
Make sure that your letter clearly says who the reader should contact and how, and what
they need to do next, usually with telephone number and email and a date.
The Sign off can be:
Yours faithfullyif you don't know the name of the person you're writing to
Yours sincerelyif you know the name of the person you're writing to
Regardsif the person is a close business contact or friend
Some organizations and companies will have a standard format that you need to discover and
use.
Collect copies of good letters and use them as starting points for your letters.
Memos (Memoranda)
Memos are basically letters written in a specific format for an organization or company.
Usually, they are internal documents, although sometimes they may be passed between
various parts of large organizations such as multinational companies, Government bodies
and Local Councils.
The main difference between a letter and a memo is that for a memo there will be a range of
specific formats that must be used. You need to discover the formatsor templates, and the
internal rules for using them. You can find them on files in your Office, and every good
Personal Assistant will have them.
Often, a memo will be used to provide information to staff, or to request an action, as well as
to provide approval for an action or expenditure.

All the same Plain English principles for good writing apply to memos.

Collect copies of good memos and use them as starting points for your own memos.

The Report
What is written without effort is read without pleasure
Samuel Johnson 17091784

The report is a distinctive kind of written communication.

More than any other form of written communication, the report is designed to provide
information that will lead to some kind of decision by the reader.
It requires more preparation, has a broader range of external factors to consider, needs more
follow up and demands better time management than do most other forms of written
communication.
Reports fail for two main reasons:
they provide information only, and
the writer has not considered their audience
The writer who produces an effective report:
is clear about their audience and what they want to them to do or know as a result of
reading the report
considers possible impacts or implications
offers options or draws conclusions
makes recommendations, (where to from here)
communicates all these through the report
Good report writers apply the principles of Plain English described in the earlier chapter, but
they also need to take some extra things into account.
Plan, Plan, Plan
A report is a project and needs to be planned and managed as you would any project.
Planning is crucial in producing a good report, and will always repay the time and energy you
put into it.

You need to identify how you will make sure that you have all the information you need.
When writing a report, consider why, what, who, where and how:
Why are you writing it?
What is the topic about?
What do you already know about it?
Who else might know about it?
Where might there be information about it?
How do you make sure you are covering all the information?
Mind maps are excellent tools for the report writer:
1. To plan the project itself
2. To check with your boss or other key person that you are covering what is required
3. Once you have started your research, to plan your report itself
Cast your net wide when researching information. This can include people, libraries, the
internet, other media, catalogues to find books, indexes to find periodical articles,
bibliographies, search engines, interviews and focus groups, photographs, audio and video
tapes or blogs.

Using a Draft
The draft is a valuable tool in gathering both information and support. It can be used to
assess and sharpen your writing, to improve the range and quality of your information and
options, and to gather support for your conclusions or recommendations.
Use a mind map to plan your draft.
You will need to consider the following:
will you put out a dra for comment, before submission of your nal report? Why?
Who to? When?
what if there are major challenges to your dra ? What will you do with that
information?
have you addressed all the requirements of your brief or terms of reference?
how will you organize your information and ideas?
The draft is also the time to check your spelling, grammar, layout and overall presentation.

While you need to do a proofing check of the draft yourself, it is good practice to ask someone
to look at the document with fresh eyes. If you have been working on a report for some time,
it will be so familiar that you can easily miss minor mistakesor even the occasional glaring
error or gap!
The Executive Summary
An Executive Summary can significantly improve your report. It may be the only part of your
carefully crafted report that a busy person readsso you need to make the best use of it.
In fact, research suggests that only 10 to 15 percent of reports are read in fullmost people
will only read the Executive Summary!
Your Executive Summary must engage and interest your readerusing all the Plain English
principles. It is a concise description of the why, how and what of the Report.
Dont assume that your reader is familiar with your topicyou have spent some time
researching, thinking and writingothers may not have had that opportunity.
Your summary must engage and interest your reader.
Depending on the size of your report, the Summary could be between one and three pages
long. It should include:
key information
possible impacts
conclusions or options
recommendations (where to from here)
As well, make sure you sign post your full report with clear headings, so that the reader of the
Executive Summary can easily find their way if they need to follow up a point in the full
report.
Plan the Finished Product
You need to think about the finished product earlythe final format and presentation of the
report is important.
Check your organizations conventions and report templates:
what format will you use, for example will it be published in a booklet or online?
how many copies? Distribution? Color? Cover? Binding?
lead time for printing? Printed internally or externally?
will there be a launch?
do you need to make any formal acknowledgements?

will you use appendices and attachments?

how will you manage your bibliography, or sources consulted, or references?
how will you present data such as tables, graphs, spreadsheets?

Doing the Writing

When you are writing a report, there is sometimes a temptation to fall back into the way you
learned to write an essay or paper at school or university, i.e. academic writing.
Remember, day to day writing is about getting things doneyou want your audience to know
or do something.
If you dont want your report to be one that just sits on the shelf, gathering dustthen use all
the Plain English techniques. This applies to all kinds of reports, including technical reports.
A useful technique is to structure your report in layers or tiers, for example:

the Executive Summarybrief, one or two pages

the main body of your reportthe key points and discussion only
Attachmentssupporting details, particularly if you have a lot of technical data
A final point about report writing. Sometimesbecause a report is often longer than letters
or memoswe can tend to just keep on writing, and to put every piece of information we
have discovered into it. Resist that temptation!
Checklist 3 will take you through each of the components of:
What to consider
Where to Start
Scoping the Topic
Finding the Information
Putting the Information Together

Implementation, Evaluation & Reflection

Job Applications, Covering Letters and Resumes

There are three parts to a job application:

Resume
Covering Letter
Application
The essential principles in writing each of these start with the same ones for a good letter
writing:
people dislike long resumes and applications
you must give me a reason to read your resume or applica onyou must market
yourself
use Plain English
To these, you must add:
1. Study the organization that you want to work withwho are they, what do they
do, what are their values, what kind of people do they employ now?
2. Find out what they want the successful applicant to actually doget a job
description if at all possible
3. Prepare some questions and then speak to the contact person
4. Be realisticapply for jobs that you can do and that your background supports
Now you can start to prepare your job application and your customized resume!

Resume
The Resume is:
a marketing document to get an interview
your 15 second chance to impress the reader
two to four pages of information relevant to the job
a means of emphasizing relevant achievements, skills, abilities and experience
a summary of the main elements of employment history, qualica ons and personal
details
It must be a document that reflects your own personal style. It must:
make it easy for the reader to find information

be 100% accurate in both the information supplied and the presentation and layout
be concise
Keep your Resume shortthink about your audience.
A good resumethat will be read and understoodwill be no more than two to four pages
long. Any longer and you run the very real risk that the reader will simply skim pages, or even
skip most of them!
Wherever possible, you should make sure that your Resume is relevant to the job you are
applying for. This does mean a little more work, but making sure that you are highlighting the
experience and knowledge you bring to this particular job improves your chances of getting an
interview.
Use Plain English, use lists and tables, focus on the key points and not on all the details.
Rememberyour resume needs to be interesting, short and easy to read.
Ask yourself:
Who is my audience?
What do I want them to know or do?
Am I using Plain English?
Always tell the truth.
There is an example of a simple Resume format at the end of this book.
Note: Sometimes you will hear the term Curriculum Vitae or CVthis is another term for a
Resume.

Covering Letter
The covering letter of your application is very important, as it may be the first information
about you that the selection panel read. It is your first chance to market yourself!
Make sure that the covering letter clearly and concisely summaries your assertion that you are

the right person for the position.

The letter should include the following:
a reference to the advertisement for the job, including the position or job title
a short statement that indicates that you are applying for the posi on, and that your
application and resume are attached
a short statementno more than 10 to 15 lineswhich tells them why you are the
person for the job

Your Job Application

Your Application is a more detailed document, which specifically addresses the details of the
job you are applying for. A good application will not be more than 4 to 6 pages long!
This is where you must demonstrate where you meet the job requirements with examples
proving your competence in carrying out the specified duties.
One of the most effective ways to prepare your application is to use a Mind Map. Each of the
selection criteria become the main branches, and the minor branches are how you can
demonstrate your relevant experience, skills and knowledge.
It is vital that you consider your audience, and write for them. Most people interviewing for a
job are busy, they have their usual everyday tasks to do. They want:
something that is easy to read
where they can quickly see how you might be able to meet each of the selec on criteria
and that means you do NOT write see above
Most job applications are really just to get you to the interviewand it is at the interview you
must then persuade the employer that you are just the person for them.
In the interview you can add in all the extra detailsput the flesh on your application.
And dont forgetyour body language will be one of the most important components of
whether your interview is successful or not. Make sure your appearance, your language, the
way you look at the selection panel and so on work for you. This is something you should
check out before your interview.
As with your resume, use all the Plain English techniques. Use lists and tables, focus on the
key points and dont use jargon.

Example of a Resume Layout

Rememberyour resume needs to be interesting, short and easy to read.
Ask yourself:
Who is my audience?
What do I want them to know or do?
Have I made this resume relevant to the job I am applying for?
Am I using Plain English?

The Seven Secrets to Good Email

Everyone gets so much information all day long
that they lose their common sense
Gertrude Stein 18741946

The Good and Bad of Email

It is hard now to envisage a world without emailyet for many people it is only in the past
few years that it has become an important means of communication.
Email has brought about extraordinary changes in working processes and habits, as well as
how we communicate with family and friends.
It makes passing information around so easyfrom a massive document sent across the world
to a two line message sent to the person in the next desk or the next house.
It gives us access to people who in the past have been carefully guarded by secretaries and
systems. It makes quick communication with large numbers of people possible.
And as technologysuch as mobile phones and tabletsbecomes more affordable and
simpler to operate, it allows a person to keep in contactany time and from any where.

But it has its drawbacks as well:

person to person communication can sometimes suffer
it is es mated that between 25% to 40% of peoples me at work can be taken up
reading and answering emails
there can be legal problemsfrom issues around formal contracts, industrial sabotage,
conflict of interest, privacy and spamming through to harassment and discrimination
security issues for Informa on Technology systems through introduced computer
viruses
your email can end up with anyone!

Email is a very specific form of communicationit is a quick, inexpensive and convenient way
of communicating with a small or large audience, who may be next door or across the world.
It is great way to make arrangementsprovided that they are not urgent. Instant delivery
does NOT mean the recipient will read it immediately.
It is an excellent way to get information to a wide range of peopleas long as your subject
line is relevant or interesting enough to get them to read it.

It is a simple way of asking for a responseas a follow up, not as a long explanation and
request for action.
It is a wonderful way to send informationas attachments not in the body of the email.
An email is not a letter, a report or the minutes of a meetingbut it is an excellent way of
sending information to an audience, or asking for a response.
A crucial point to be aware of is: any email can end up anywhere with anyone! It is so easy:
to put in the incorrect addressee
to accidentally hit Reply to All
for the person who receives your email to send it to anyone
And it stays on the server, even if you delete it from your machine.
Remember: an email is a business document.

The 1st secret is: KEEP IT SIMPLE

Dont try and do too much with email.

Emails that are effective are those that keep it simple in the:
subject line
contentaddressing only one topic
languageusing Plain English

If your email is longer than 3 or 4 paragraphs, then reconsider the format you are using.
Would this communication be better sent as, for example, a letter or memo attached to the
email?
And if you are using an attachment, then remember to actually attach it! A simple way to do
this is to make the attachment as soon as you have written the Subject Line, before you start
on the text of the email.
Clarify why you are writing the email, and who your audience is, as you would for any other
form of communication.

Dont let it take the place of a face to face conversation.

So, dont write long, complex emailsnot many people will read them!
Dont use fancy fonts, colored backgrounds, smileys and other distractions...they tend to make
you look unprofessional.

The 2nd secret is: MAKE YOUR SUBJECT LINE RELEVANT & INTERESTING

People will read an email because of two things:

1. The addressee is one they want, need or expect to hear from
2. The subject line is relevant or interesting
We tend to consistently open only emails from a very select group of peopleusually the
boss, specific colleagues, particular friends, familiar businesses or accounts.
Otherwise, we will only open an email if the subject line persuades us toit quickly tells us
what it is about and why we should open it.
The first things your reader sees are who the email is from, and then the subject line.
Your subject line must be simple and clear, and make the reader want to read the email. If it
doesnt, then the odds are that they will either delete it straight away, or leave it unreadIll
look at that one later when I have timeand of course, never get around to reading it.

The subject line needs to:

tell you exactly what the email is about
encourage you to make a quick decision about taking the next step and actually reading
the email
Consider the following subject lines:

Which would you most probably open at once?

There are some more examples of Subject Headings at Annex B.
As an exercise, look at the emails you receive over the next week or so. Examine the subject
lines and observe which ones:
capture your interest, and why
you probably wouldnt open and why not
Practice writing some yourself that quickly tell your audience what your email is about and
why they should open it.
A good way to do this is to jot down, in dot point form, the answer to this question:
What do I want the reader to know or do?
Can the reader tell at once whats in it for them? If the answer is yesthen you have your
good subject line!

The 3rd secret is: THE TEXT SHOULD BE ONLY ONE SCREEN LONG

Generally, people prefer to read short sections of text on a screen.

Once an email starts to roll over onto a second screen, your reader is less likely to continue to
read onoften they will scan ahead, and if the email looks as if it is a long one, they will
simply delete it.

If you have more information than will fit on one screen, then send it as an attachment.
Use your email as the vehicle for sending the following kinds of document as attachments: DO
NOT put the information in the body of the email:
a letter
a report
the agenda and minutes of a meeting
an application
a discussion paper
a presentation

An exception to this rule is the series email. Sometimes, a group of people with common
interests or who work together will reply to each other in a series of emails. Each one
includes all the previous emailsthere may be a dozen emails in the chain.
This can be a useful technique if a group of people are exploring an issue or offering ideas or
options as everyone can:
follow the history of the topic
see everyone elses input and comments
It can also lead to long, boring and confusing emailsuse this technique sparingly.
If you have a message to send to the same addressees BUT it is on a new topic, then start a
new emaildont add it to the chain.

The 4th secret is: STYLE & CONTENT

When you send an email from work, you must realize that it is a business document, in the
same way as any business letter, memo or report. Soit should not be a casual document,
full of personal comments.
Your email audience comes to your document asking Do I have to do anything? Good emails
use a style and content that answers that question quickly and simply.
Use Plain English.

All good writing uses Plain English or Plain Languageclear writing which communicates as
simply and effectively as possible. It:
is written for the reader
uses everyday English whenever possible
uses a simple sentence structurekeep the sentence length down to an average of 15
to 20 words; one main idea in a sentence
explains technical terms if necessary
uses the active voiceWe did it, not It was done by us
uses direct speechWe will not The Company shall This formal, disembodied voice
talks past the reader
directs the readers eye: tables, lists, headings
is concise
uses words carefully and avoids unnecessary repetition or irrelevant words
is posi veWe can pay you once you have signed the form gets a much be er
response than We cant pay you unless you sign the form
Keep your layout simple and cleanfancy fonts, colored backgrounds and bouncy graphics
have their placebut it is NOT in emails.
Tables and dot points are a wonderful way of conveying information in an emailespecially
details of meetings, answers to queries and requests for information.
An email is not private. Your reader is able to broadcast an email widely, at the click of a
button. Your email may end up being read by anyone or everyone. Are you prepared to have
ANYONE, ANYWHERE, read what you have written?
As well, email is accessible on an organizations servers and on your ISPs servers if you use
the Internet from homein most cases even after you have deleted it from your computer.
Many places have rules about what can and cant be sent as email, i.e. bullying, harassment,
pornography, incitements to violence, and regularly audit emails on servers.
Find out and comply with your companys policies on:
security, privacy and confidentiality requirements
virus checking requirements
the use of disclaimers
storage requirements
the size of attachments
deletion of emails
record keeping requirements
download limitations

The 5th secret is: TIME

Some people seem to assume that the speed of their emails transmission to someone elses
computer should be matched by a lightning-like response time.
They dont consider:
that the people theyve emailed have their own lives and commitments other than
checking for their emails
the different time zones that the other person may live in
These days, many people manage their time by only reading their emails twice a
day...consider the implications this habit has for your emails.
While it is important to answer email correspondence promptlybe realistic about
deadlinesif you need an immediate answer, pick up the phone or physically visit the person.

The 6th secret is: MANAGE

Turn your email notification off, and set aside two or three periods during the day to deal
with emails. The constant ting of arriving emails breaks concentration, distracts your
attention and it is just poor time management.
Set up folders in your email program, and regularly and often file emails into them.
Regularly delete emails that are no longer relevant.
As well, if you use electronic data management and filing systems, you will probably find that
you will need to start filing emails onto the electronic systemin the same way that a piece of

paper is filed in a file or cardboard folder.

The 7th secret is: EMOTION

When we write a letter or talk to someone on the telephone, we tend to be more careful
about what we say, and how we say it, than when we write an email.
Email by its nature seems to encourage an immediate, instinctive, emotional response.
When this is combined with our tendency to be very informal in writing emails, then poor or
even disastrous communication can happen.
If an email has upset you, made you angry or simply annoyed you, then certainly draft your
answer. But dont send it yet. Follow these steps:
GET UP, WALK AWAY for at least 10 minutes, then, reread what youve written
Ask yourself: What would be the impact if I said what I have wri en in this email to the
addressee in person?
If the answer is that you wouldnt say it, or it may make the situation worsethen redraft
your email, or if you can, dont send the email but rather talk to the addressee directly.

Legal Issues
An email has the same legal status as a letter on your organizations letterhead.
Although an email appears to be an informal document, and in some peoples minds is a
virtual document, in reality an email is a legal, business document.
Discussions, views, offers for contracts or work by email can be interpreted as representing
the company or organization, and can be legally binding.
Dont harass or bully: dont send offensive material using email. The same rules that apply to
speech and written communication regarding harassment, bullying and racial vilification apply
to email. It is illegal.

SPAM is illegal in many countries.

Spam is the computer equivalent of junk mail and refers to unwanted email. Spam is often
used to advertise products because of its low cost and potential to reach a large number of
people.
It is mass email which is usually sent indiscriminately to hundreds or even hundreds of
thousands of inboxes simultaneously.
Some SPAM is also sent maliciously, to annoy or harass the recipientit can overload the
recipients inbox and even crash their computer.

There are two examples of good emails at Annex C

Checklist 1Planning for writing

1.
2.
3.
4.
5.
6.
7.
8.

Why am I communicatingwhat do I want to happen?

What do I want my audience to know or do as a result of my communication?
Who is my audience?
Is it a single audience, or several audiences?
Who needs to know what? How and when do they need to know? How often?
What filters are operating? Mine, other peoples?
How will I work with them?
What has been written before, can I learn from it? What form will I useletter, memo,
report, email?
9. How will I plan thisa mind map, a list
10. How will I check that the information has been received and understood?

Now, review some of your own wri nghow might you have wri en them in the light of the
questions in this Checklist?
What changes could you make? Try doing a redraft of your document.

Checklist 2Improving your writing

1. Have I answered the ques on for the reader: What do they have to know or do and is
that addressed early in the document?
2. How did I plan the content of my document? Did I start with a list of key points, or a
mind map, or what else? What worked? What might I try next time?
3. Did I use appropriate headings? Did I use tables and lists? What could I try next time?
4. Did I keep to one idea in each sentence? Could I have put the points or headings in a
different order?
5. Will the reader have enough informationtoo much?
6. Is all the informa on relevant? Is the material wri en in a logical ow? What could be
moved to make better sense? What could have been left out?
7. Will I do a draft? Who will I get to look at it?
8. Does the body language of the document encourage reading and comprehension?
9. Do the forma ng, layout, headings, white space, lists and tables direct the readers
eye?
10. Does the document give a context and encourage the reader to read the en re
document? Will the audience have to ask for more information?
11. Am I using the active voice? Am I using you ? Am I using inclusive language?
12. What about jargon and simplicity? Is the writing clear and at an appropriate level?
13. If a decision is required, is it clear?
14. Have I used Plain English?

Now, review some of your own wri nghow might you have wri en them in the light of the
questions in this Checklist?

Checklist 3Writing good reports

Part 1Where to Start

2.

1. Why am I writing this report?

is it to identify new approaches and ideas?
is it to assess a current project or program?
is it to recommend a new course of action?
is it to recommend a continuation?
Do I have a brief, or terms of reference? How do I clarify them?

3.

Do I understand my audience(s)?

4.

Who is my primary client or customer? Who are the stakeholders?

5.

Who might be affected by the information I gain?

6.

Who might support the report? Who might block the report? Why?

7.

What are my timeframes?

8.

What are my skills? Do I know how to write a report, make a presentation, etc?

9.

Who can coach or mentor me?

10.

How will I evaluate the project? What will the measures of success be?

Part 2Scoping the report

1.
2.
3.
4.
5.
6.
7.
8.

What is this topic about? What? Why? How? Who? Where?

What do I already know about it? Who else might know about it?
Where might there be information about it?
Who has done some similar work before me?
Who can I talk toor read, or listen toto get an overview of the topic?
What form might the report be submitted ina document, online, a presentation, etc?
How detailed a project plan do I need to set up?
Is there a budget that I need to manage?

Part 3Finding the information

1. How might I structure the topic? Are there any immediately obvious headings?
2. Would a mind map help?

3.
4.
5.
6.
7.
8.

How do my terms of reference or brief define my structure?

How do I make sure I am covering all the appropriate ground?
How do I make sure I cover a range of opinions and approaches?
How do I look outside my own, individual, frame of reference?
Where do I find information? People, libraries, the internet, other media, etc.
What data collec on methods will I use? e.g. interviews - structured or unstructured;
group interviews and seminars; ques ons -- open-ended, closed or xed choice;
surveys; brainstorming, mind mapping; etc.
9. Issues to consider: sample size, ques onnaire design, ques on design, language and
cultural issues.
10. How will I document references and sources? e.g. professional associa on or discipline
requirements; using footnotes and endnotes; Internet sources; etc).

Part 4Putting the information together

1. How will I collect and manage my material (notes, informa on, keeping a running list of
references and sourceswhere, from whom did information come from.
2. What filing system will I use? e.g. alphabetically, in a 2 ring folder; in a shoe box, etc.
3. What software will I use? e.g. Access, Excel, etc.
4. How will I organize my information and ideas?
5. How do I build the report? What will it look like, sound like, etc?
6. Dra swill I put out a dra for comment, before submission of my nal report? Why?
Who to? When? What if there are major challenges? What will I do with that
information?
7. Do I understand any Copyright, Privacy and Freedom of Information issues?

Part 5Delivering the report

1.
2.
3.
4.

How will the report be delivered? To whom? Who needs copies?

Who will champion it?
Do I have the skills to present the report if necessary?
Where can I find out what I need to know about making a presentation?

Part 6 Implementation, Evaluation and Reflection

1. Where does the final product rest? Who else might want it?
2. How do I learn any lessons from this exercise? Reflecting, feedback, outcomes of
implementation, etc.
3. What do I do with the lessons learned information? e.g. new projects, training.

Annex A: Confusing Words Exercise

Find the words that are incorrectly used in this paragraphthere are about 16yes 16items
to find

Its time you got some advise, the boss said, their are too of you and the devise is starting to
effect moral. In principal, all stationary should be kept over there, using the cabinet keys, not in
that strange container.
I said I thought its getting a bit personnel, and I will brake into it, and its theyre fault if theirs
trouble.

PS: The answers are on the next page

Its time you got some advice, the boss said, there are two of you and the device is starting
to affect morale. In principle all stationery should be kept over there, using the cabinet keys,
not in that strange container.
I said I thought its getting a bit personal, I will break into it, and its their fault if theres
trouble.
(Its time you got some advise, the boss said, their are too of you and the devise is starting to effect moral. In principal,
all stationary should be kept over there, using the cabinet keys, not in that strange container.
I said I thought its getting a bit personnel, and I will brake into it, and its theyre fault if theirs trouble).

Explanation
Advice is the noun (I will give you advice), advise is the verb (I will advise you)
There means the place (Stand there, beside the desk), theres means the words have
been shortened from there is (theres no need to do that right now), their means
belonging to (their eyes are a lovely blue), theyre means they are (with those lovely
eyes, theyre going to be beautiful when they grow up)
Too also, two 2, to toward (the two children are going to work a er school too, as
well as doing their homework, so that they can put some money to their school
excursion fees next term)
Device is the noun (a toaster is a device to toast bread), devise is the verb (I will devise
a way to toast the bread even though our toaster is broken)
Effect is the noun (tell us what eect the performance had on you), affect is the verb
(the new policy will affect the everyday life of everyone)
Moral means good or honorable (we expect moral behavior from our poli cians),
morale is the spirit or a tude (when poli cians are dishonest, the communitys morale
plummets, and we feel bad)
Principal means main or chief (the Principal of the schools principal interest is
maintaining the high morals of the school), principle means rule, standard or the idea
behind (the principle behind the schools rules is do as you would be done to)
Stationary means standing s ll (if the ant stays sta onary and doesnt get out of the
anteaters way , it will be eaten), stationery means pens and paper and other similar
office supplies (I will use my best stationery to write the obituary of the stationary ant)
Adding the s to a noun means that the word owns the subject, or that the words have
been shortened (the cabinets keys open only that par cular cabinet; theres no way
that we can do that), adding the s to a noun makes the noun plural (one cabinet, two
cabinets)
Its means belongs to (the cabinet has its own unique keys), its means the words have
been shortened from it is (its a real nuisance when someone misplaces the keys to the
cabinet)
Personnel means a group of workers (the Units personnel are all employed under the

same working condi ons), personal means private (my medical records are personal,
and I dont want anyone else to see them)
Brake means stop it can be either a noun or a verb (I pulled on the brake in my car to
try and brake the mo on of the car), break means to split or smash or the result of
smashing it too can be a noun or verb (I used a stone to break the windscreen of the
car, and it caused a jagged break right down the middle)

Annex B: Email Subject Lines

Poor Subject Lines

Good Subject Lines

Computer System Virus

Information

New computer virus alert

Goods supplied

Urgent invoice attached for

payment
Nominate NOW for the new Sales
workshop
When to obtain your new voice
recognition dictation equipment

Instruction in Sales
Anticipated changes in technical
innovations to complex voice
recognition equipment
availability

Poor Subject Lines

Good Subject Lines

Re: Roster

Revised roster for April

Invitation

Lunch invitation for next week

Next meeting

Guest speaker for next meeting

Comments needed on updated

procedure by Monday

Last chance to comment on

updated procedure

Discount period finishes soon

You still have a chance to get the

discount, but only until noon
TODAY

Annex C: Example of a Good Email

Here are two options of an email telling a team about changes to a piece of software they all
use. You want them to know:
what they must do and when
that everyone has had input
that the system meets legislative requirements
training is available
Each Option uses Plain English techniques, i.e.:
it tells the audience :whats in it for me
uses an interesting subject line
uses tables
uses dot points
uses positive language
Note: While both Options are very clear, you can see how much simpler it is to read and use
the first Optionwith its table and dot points!
Option 1
To: All Staff Members
Subject Line: IMS: Start Date and Requirement for New Password
The upgrade of the Departments Information Management System (IMS) is complete, and the
new system will go live on 1 July.
On 1 July, everyone will need to the following:

We strongly recommend that you make sure to log onto IMS as the first computer application
you open each time you turn your computer onthis will speed your computer up.
Two hour training sessions are available. Please contact the IMS team: ims@..... to arrange a
session.
Your input was important in the upgrade process, and we hope you enjoy the improved
System.

IMS Team

Option 2
To: All Staff Members
Subject Line: IMS: Start Date and Requirement for New Password
The upgrade of the Departments Information Management System (IMS) is complete, and the
new system will go live on 1 July.
The new system meets the legislative requirements, and as well, your comments were taken
into account as the system was updated.
You are required to enter a new password to access any data. The password must contain at
least 8 characters consisting of six letters and 2 numbers. Once you have entered this
password, you will be able to access your documents.
For ease of use, we strongly recommend that you make sure to log onto IMS as the first
computer application you open each time you turn your computer on.
Two hour training sessions are available. Please contact the IMS team: ims@..... to arrange a
session.
We hope you enjoy the improved System.
IMS Team

Author Profile
J H Hood has a Bachelor of Arts, a Diploma in Education and the National Medal. She has
extensive experience across government, the private sector and community organizations: as a
senior manager as well as training adults in the workplace in a wide range of management and
personal skills.
She has worked with many thousands of people, helping them to build the skills to survive and
thrive in the workplace. Feedback on her training and coaching focuses on how practical her
material is, and how quickly positive outcomes come from using it.
The How To series comes from her love of writing and her experience helping people build
their skills and knowledge.
She and her partner live in the foothills of Adelaide, South Australia, where they can watch
koalas climbing the tree outside her study window. Their two cats dont even stir!
The delightful graphics are by Mal Briggs, Canberra.

You might find others in this How to series useful:

The "How to" Book of Mee ngs: Conduc ng Eec ve Mee ngs Learn How to Write Minutes
for Meetings Using Samples (How to Books)
Have you just been asked to chair a meeting, or take the minutes, or set up a meeting agenda?
Need some help? Would samples of an agenda or minutes be useful? What about some
techniques for chairing a meeting or dealing with difficult people? Then this 60 page How to
book is for you.
Turn your meetings into ones that:
are packed with all the right information
make excellent decisions
foster good team work

How to Book of Interpersonal Communication: Improve Your Relationships (interpersonal skills,

assertion skills at work, dealing with conflict)
Why are some people just so dicult to get on with? Why do some people have to argue or
sulk? And they get away with being difficult!

Does it some mes feel as if you are having to t into what other people want to do? That your
needs and rights are being ignored or run over?

It doesnt have to always be like that! And while its not easy to deal with the most dicult of
people, you can learn a range of skills and techniques that can significantly improve your life.
Would you like to give yourself more options to deal with problem people?
Would you like to improve all your communication skills?
Would you like to learn how to stand up for yourself better?

If your answer is yes, then this How to book will give you the skills you need. In it you will
nd prac cal day to day advicewith examplesof ways to improve your rela onships at work
and at home.