WRITING FOR YOUR BUSINESS SUCCESS: Writing Letters

“Once upon a time, there was a communication process called ‘Letter’. It was an amusing thing, words on paper, tucked inside other bits of paper and delivered to all manner of places by even more amusing large men on tiny motorbikes.”

Okay, I jest … indeed, in this age of saying everything in electro-speak, the good ole letter can be one of the most effective forms of business communication around—if it’s done properly.

After all, a letter is simply a means of talking to someone on paper. And as with any form of communication, the way this is done will depend on the recipient.

Let’s go through a couple of letters you may need to write for your business:

Letters to customers

Most consumer-addressed letters should be written in plain English with a friendly and personal tone. This means using ‘I’ rather than ‘we’ or ‘the writer’ and avoiding jargon or complicated terms.

If you’re addressing a customer complaint, take extra care to make it clear that you understand why he or she is upset. The complaint may or may not be justified and, in either case, it’s imperative that you be straightforward and sympathetic when explaining your response or course of action.

Put yourself in the customer’s place and let your letter ‘speak’ as you would want to be spoken to.

Letters to authorities

Authorities such as government departments, local councils, industry associations and regulatory bodies can have a tendency to communicate in ‘bureaucracy-speak’. Don’t be too hard on them; their language has been passed down from Heads of Department to Supervisors to Clerks for generations.

It is therefore perfectly acceptable when writing to them, to use some of their common terms or jargon as this will endear you to them as one familiar with their language. Use such terms sparingly, however, as repeated use can be habit-forming and hard to break free from. Instead, incorporate them into a plain English letter that is upfront, clear and concise.

Remember, the reader is probably at least as busy as you are and will therefore look more favourably on a letter that is refreshingly brief and to the point rather than long-winded and convoluted.

Letters to colleagues and peers

When you’re writing to a colleague it’s pretty safe to say you’re writing to someone who ‘gets it’ when you talk shop. This means that if you break into a bit of jargonese (yes, that is a new word—I just haven’t told the Dictionary people yet) no one’s going to feel awkward or scared. In fact, it may open the lines of communication wider because you’re all speaking the same language.

The bottom line is, when you take the time to put ink to paper, fold the paper … or have someone fold it for you … place it in an envelope …or have someone … you must be sure that the person who reads it understands it and, therefore, understands you.

Your time is worth it!

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Carol Dorman, owner of Quill Writing Services, also publishes Communicate, the monthly newsletter for small business owners who want to raise their profile and increase their profits by harnessing the power of words. Subscribe today at http://www.quillwritingservices.com.au and receive a free copy of her report: How to Convince your Target Market to Buy from You