When composing emails, you are much more productive if you think and write from the reader’s perspective. This simple solution is easier said than done. An officer in charge of a U.S. Navy Shipbuilding facility calls this fundamental change a “force multiplier.” He personally models this approach and coaches his staff to do the same – because the benefits are both immediate and significant.
Be Aware of Your Natural Tendencies
Most people type their rambling thoughts as they think through what they want to say. Even professional writers do this because it feels natural to write as we think. This natural tendency is reinforced by our educational system, where we are taught make our case before getting to the point, e.g., introduction, body, conclusion.
By writing our rambling thoughts, we inundate readers with a stream of reasons and justifications that eventually lead to an action item, request, recommendation, or conclusion. In other words, the most important information is buried in the most difficult to find place, i.e., in the middle or at bottom of the email.
Step into Your Reader’s Shoes
We’ve all been told to write for the reader. Yet few people really do or even know how. To best understand the reader’s perspective, consider your own preferences. When reading emails, you want to know three things:
- How does this document affect me? Do I have to do anything?
- Why should I care?
- When do I need to do it?
Put another way, you want the bottom-line up front, followed by supporting information, and the urgency. Yet as a writer, these needs clash with our natural tendency and a lifetime of schooling, cultural reinforcement, and habit. We are conditioned to make our case before getting to the point.
Make a Profound Paradigm Shift
Writing from the reader’s perspective is common sense but not common practice. To make this profound paradigm shift, follow these five steps:
 The Inverted Pyramid Principle - Put the Bottom Line Up Front.
The key to workplace productivity is to turn the academic model upside-down. That is, write from the reader’s perspective by clearly stating what you want to get done in paragraph one. You can then make your case with supporting reasons, and respectfully conclude with a deadline, time frame, or urgency.
- Support the Bottom Line with Key Points.
 Three Paragraph Model with a List
The bullet-list format has three benefits for the reader:
- Speed. Lists are quick to read and write.
- Comprehension. Lists are easier to understand than flowing verbiage.
- Retention. Lists are easier to remember.
- Tactfully Conclude by Communicating the Urgency.
Work environments are time driven, and without a deadline or sense of urgency, things don’t get done. Create accountability by tying an action item to a deadline. To increase compliance, tactfully provide a supporting reason. For example:
“I would appreciate receiving your approval by Friday. This will give ample time to effectively plan our agenda for next week.”
Without a deadline, time frame, or urgency, readers will wait for one. “We’re pretty busy, but we’ll get to it at some point down the road. (Whenever that is.)”
- Forecast the Bottom Line in the Subject Line.
Even well written emails are unproductive if they are not read. Use a forecasting subject line to entice readers to learn more and take action. Forecasting subject lines communicate the bottom line so readers immediately know how your information affects them.
Effective subject lines offer more than a general topic description. Consider the following examples:
- “CVN 65 Topside TP AS21.1.1″ [General topic description]
- “Recommendation to Disapprove Test Based on Discrepancies of CVN 65 Topside TP AS21.1.1″ [Specific forecast of the bottom line]
Forecasting subject lines turn readers from passive to active by bringing them into paragraph one with an inquiring mind. This simple enhancement often determines whether your email gets read or not.
- Finesse with Tone to Encourage Cooperation.
The last step before sending your message is to check your tone. Tone is that personal touch that compels readers to react positively or negatively. Setting an effective tone means communicating in a way that encourages cooperation and consideration.
Respect is the key to effective tone. When you hold the reader in high esteem, you stimulate positive feelings. Use friendly words like please, appreciate, glad, give, happy, help, good, and thank you. Keep your language positive and focused on what you want to get done. Which tone is more effective?
We can’t authorize your security badge until you send us your signed application form.”
“We will be happy to authorize your security badge as soon as we receive your signed application form.”
Like a boomerang, tone returns what you send out. Finesse your messages with tone to make it easy for your readers to say “yes.”
Try It and See What Happens
In today’s fast-paced work environment, employees don’t have time to wade through stream-of-consciousness emails. Clear communication drives productivity. To inspire, direct, and gain cooperation from all levels of personnel, think and write from the reader’s perspective using these five steps:
- Put the bottom line up front.
- Support your bottom line with key points.
- Tactfully communicate the urgency.
- Forecast the bottom line in the subject line.
- Finesse with tone to encourage cooperation.
Though common sense, this approach is not common practice. Call it a strategic advantage that begins at the keyboard.
“The gap between knowing and doing is greater than knowing and not knowing.”
Ken & Margie Blanchard
Do What You Know To Do In Your Life
This gap is real in much of what we do. We know to stretch our muscles before playing sports. We know to buckle up before starting a car. We know to wash our hands before eating. We know to eat healthy foods and get daily exercise. We know doing these things prevents injuries and promotes a long, vital life. Yet, we often don’t do them.
Do What You Know To Do In Your Writing
This gap is also real when business professionals write. We know that clear writing is clear thinking, framed for the reader, using plain language. To persuade our readers, we know to list key ideas and supporting facts before writing the draft. We learned how to outline ideas and write a paragraph in elementary school. But 99% of business professionals—from corporate presidents to interns—do not do it. They all know to do it—they just don’t.
The Rambling Rose Process
Instead, most people use what we can the Rambling Rose writing process. They type as they think through the content. For writers, the process generally looks like this, as they:
sit down and bang out the draft
- read it
- rewrite it
- read it
- rewrite it
- close with,” If you have any questions, please don’t hesitate to contact me.”
- send it off in the hope that the reader will figure it out
Process Drives Outcome
In everything we do, the process we use determines the outcome. For example, well-trained motorcyclists know that when they look at an object in the road, they are more likely to hit it, because a motorcycle goes where the rider is looking. The same process-drives-outcome experience is true in writing. When people type as they think, there are predictable outcomes for the writer, the draft and the reader.
Outcome for the Writer
People often procrastinate, so they bang out the draft as they think it through. Rambling Rose causes an endless string of emails—the tag-you’re-it syndrome—where busy people fire off emails in the hope that something gets done. The problem is that our documents are difficult to read and are easily misinterpreted.
Outcome for the Draft
Drafts written with the Rambling Rose writing process look the same. They usually begin with background information, bury the purpose in the most difficult-to-find place, hide lists of key points, and lack transitions that tie ideas together into a cogent, memorable message.
Outcome for the Reader
Inadvertently, and unintentionally, the game Rambling Rose plays is “Let the readers figure it out.” The reader must quickly figure out the answers to three compelling questions:
- How does this affect me? What do you want me to do?
- What are your key points?
- What is the urgency?
An Example of Rambling Rose
You can see these outcomes in almost all emails of 100 words or longer. You can see these outcomes for the draft and reader in this example.
Subject: SNA and Bulk Data Training
As we are approaching the scheduled time for installing SNA and Bulk Data capabilities on our CP2000, I’ve been examining the need for training in these areas. We can send one person from Seattle to an SNA class put on by a training company such as the American Banking Institute. The cost of these classes is about $1,000 plus another $1,000 for travel and expenses. We could have no formal training on either SNA or Bulk Data. In other words, it would be hands on and learn as we go.
We could bring John Dorn to Seattle for about 3 days. He could cover SNA basics, Bulk Data, and even get into banknet. This would require us to pay his travel and expenses for the trip which might run up to $1,000, depending on whether or not he would stay over a weekend. Bringing John here for the class is the best in my view. I am recommending we proceed. I’ve already run the idea by Jane and have her OK. I have budgeted for an SNA class for this year. With your approval, I will proceed with the arrangements.
A Rewrite Using a Model from Writing to Get Things Done (WGTD)
Subject: Request for Approval of SNA Bulk Data Training
Please approve bringing John Dorn to Seattle in the last quarter of this year. He would teach SNA and Bulk Data concepts to our technical staff. I’ve already run the idea by Jane and have her ok.
Here are three options we considered to meet our immediate training needs:
Send one person to a training class put on by the American Banking Institute. The total cost would be about $2,000.
Have no formal training. It would be hands on and learn as we go.
Bring John Dorn here. The total cost would be about $2,500. I have this amount budgeted for this training.
I would appreciate receiving your approval by Friday. This will give ample time to effectively plan our training sessions.
Shorten the Gap between Knowing and Doing—Do What You Know
In your personal life, remember to do those things that you know will prevent unnecessary injuries and promote a long, vital life. And in your writing, remember to do those things that you know will produce an easy-to-read document that gets things done.
Productivity Tip
Poorly written emails today suffer the same consequences as poorly written memos and letters of earlier times. So, when writing emails to your colleagues and clients, remember to create a professional image by following these simple guidelines. As you do, you will help others meet important deadlines and keep projects on target.
Keep It Short and Sweet
Avoid rambling as you type one idea after another. Instead, be clear in your thinking, use one of the three models of Writing to Get Things Done (WGTD) and finesse with tone.
Make the Organization Visually Apparent
Avoid presenting one paragraph after another with no clear visual connection tying them together. Instead, make the organization of your emails apparent to your readers. Here are two simple, yet powerful, ways to do this:
- Organize a list of key points under a forecasting sentence in a bullet-point paragraph format. (Like we’re doing here.)
- Use headings to forecast the content of your paragraphs. (Like we’re doing with the paragraphs in this article.)
Write in the Style of Educated Professionals
Avoid thinking that good writing rules don’t apply to emails. Instead, follow Standard American English rules for grammar, sentence structure, punctuation, word usage, spelling and capitalization. Remember:
- Few readers notice good grammar. When was the last time you thought, “Gosh, I like the way she used that semicolon! Super choice of punctuation!”
- All readers notice bad grammar. It knocks readers off message and makes the writer look uneducated and careless.
Must we also say?
- AVOID ALL CAPS. Readers will think you’re yelling—which you are. Or is it just laziness?
- Avoid the use of smileys.
  Reserve these for fun between friends and family. In business, they can easily be interpreted the wrong way.
- Avoid text-messaging language: BTW, IMHO, J/K, LOL, BAK, MTFBWY, etc. These are great shortcuts in texting and should be reserved for texting. In business, they, as with smileys, can be misinterpreted and detrimental to your message.
- Avoid using colored type, freaky styles and sizes, colored backgrounds and unnecessary logos and graphics. These distract readers from your message.
Do a Final Revision
Avoid firing off your email as soon as you’re finished typing. Take a minute to add some finishing touches:
- Engage your reader with a forecasting subject line that describes the topic of your email.
- Include a friendly salutation or greeting, such as “Good morning Brenda,” if appropriate.
- Check that you have a professional, positive tone that encourages cooperation.
- Proofread each sentence carefully, even after doing spelling and grammar checks. As we all know from experience, a spelling check will miss the error of using to when we mean too.
Forward with Care
Avoid automatically relaying email from others. Respect the privacy of the messages you receive.
- Consider confidentiality before you forward, and use the “Reply to All” function with care.
- Ask permission before forwarding someone’s private email on to others.
- Consider attaching only the last email in a chain of emails and deleting prior emails.
Make it Media-Ready
Avoid thinking that just because you respect the privacy of others, they will return the favor. Avoid putting things in your email that you wouldn’t want anyone to see. Your email could end up on the desk of your boss, on the front page of the New York Times or in a court of law. And in such cases, you want to look your best.
Keep it Professional
Finally, avoid taking people to task via email. Conflict is often better addressed face-to-face or over the phone. Be aware that every email you send becomes a written record of your performance. It also reflects on those you represent—your work group, your department and your company.
By consistently following basic email etiquette, you demonstrate your professionalism and communication skills. Your readers will appreciate the effort. And your productivity soars.
By Stan Berry, posted in Use the Language of WGTD on July 20th, 2010 Productivity Tip
To clearly communicate a deadline, timeline, or schedule for what needs to get done, avoid worn-out clichés in your closing sentence.
Give Readers What They Need, to Get What You Want
Before readers can do what you want to get done, they need to know when you want it. They need to know the urgency, deadline, timeline or schedule. Everything in business is time driven. Without knowing the urgency, readers wait with good intention for your follow-up. Think about deadlines as making your email real—readers do.
Avoid These Closing Phrases
Do you keep your readers dangling in never-ever land with these abstract closing sentences?
Your prompt attention to this matter is greatly appreciated.
If you have any questions, please don’t hesitate to contact me.
Thank you in advance for your cooperation.
We would appreciate your response to this matter as soon as possible.
Please advise at your earliest convenience.
Awaiting your reply.
How’d We Get into This Mess
If you close your emails with these phrases, you’re not alone. Most people do. In fact, it’s a rare business email that doesn’t end with a vague closing phrase. In the writer’s mind, it’s just a pleasant, polite way to end. Business professionals learn to use these phrases in the same ways they learn to use worn-out cliché’s in opening paragraphs, by:
- Following their supervisor’s example.
- Taking an academic business writing class.
- Emulating what other people do.
In reality, these phrases are nothing more than the exit strategy for the Rambling Rose writing process, the default process of the masses. People type at the keyboard as they think through the email, and when they finally get to the purpose, they need to bring closure to the process. So to be courteous, they end with a time-tested cliché. As a result, readers unwittingly return the favor—without a definite deadline, they wait for one.
Here’s How to Get Out of This Mess
Here are three ways to put your deadline in your closing paragraph. The one you choose depends on the tone you wish to create.
- Ask a question. “Can you send me the report by April 15th?”
- Make a definite statement. “Please meet with Joan next week and call me with the results on Monday.”
- Extend good will. “Thank you, John, for making the changes to the system before testing begins in September.”
When you remember to plan content around writing to getting things done, you have no use for these worn-out cliché’s. Instead, you make the purpose stated in your opening paragraph real for the reader by tactfully sharing the deadline for action at the end of the email.
Before You Hit the Send Button
Replace these empty platitudes (for the reader, at least!) with a clear deadline or timeframe for when things needs to get done. For some of you, this will be difficult—it’s like saying good-bye to old friends. Think of it as opening a window for fresh air—to keep your closing sentence fresh, clear and useful!
By Stan Berry, posted in Use the Language of WGTD on July 20th, 2010 Productivity Tip
To clearly communicate what needs to get done, avoid worn-out clichés in your opening sentence.
Give Readers What They Want
Readers scan most emails in 3-5 seconds looking for quick answers to the questions, “How does this email affect me? Do I have to do anything?” The farther the answers are from the opening sentence, the more difficult they are to find. So, give readers what they want—and answer these questions in your opening sentence.
Avoid These Opening Phrases
Do you muddle your message by using any of these stuffy, worn-out phrases in your opening sentences?
Obvious expressions such as
We are in receipt of your letter dated . . .
We received your letter of . . .
Attached for your reference, please find . . .
Enclosed, please find . . .
Unnecessary expressions such as
Per your email of…
We wrote to you on . . .
Our office would like to inform you . . .
This email is for the purpose of . . .
This email concerns . . .
It has been brought to my attention that . . .
In response to your email dated . . .
In confirmation of our phone conversation . . .
This is to verify our telephone conversation of . .
How’d We Get to This Mess
If you use these phrases, you’re not alone. Far too many people do. These phrases are nothing more than starting blocks for the Rambling Rose writing process, where people ramble as they type in the hope that something will get done. When writers learn to plan content around getting things done, they have no use for these worn-out clichés.
Despite that reality, most business professionals learn to use these phrases from several sources:
- Following their supervisor’s example. Some supervisors suggest using these phrases to show a paper trail—a way of linking past to present. However, this linking is preferably done in the subject line.
- Taking an academic business writing class. Many writing classes teach a when in Rome, do as the Romans in this regard. These teachers miss the real purpose of these phrases—to give the writer a starting block to begin with background—something the reader is not interested in as yet.
- Emulating what they see other people doing. Business professionals have been using these phrases forever. How can so many people be so wrong for so long? The answer again lies in the Rambling Rose writing process.
Before You Hit the Send Button Replace these empty platitudes (for the reader, at least!) with what needs to get done in paragraph one. For some of you, this will be difficult—it’s like saying good-bye to old friends. Think of it as opening a window for fresh air—to keep your opening sentence fresh, clear and vital!
Productivity Tip
You are more productive when you prominently position your bottom line up front. This writing tip is easier said than done. Here are five things you can do to make your emails and other documents easy to read—and write!
- Figure out what you want to get done. Sometimes you know what you want the reader to do. For example, you want the reader to authorize a request, or give comments about a recommendation, or put an issue on a meeting agenda. But many times, you might not be as clear. Remember, clear writing is clear thinking. So, when you write, the first thing to do is figure it out—if you don’t, you inadvertently play the game of “let the readers figure it out.” And we know how well that works.
- Keep a business perspective. As a writer you might think that FYI is a legitimate mind set, but FYI is confusing to most readers. They stop reading when it becomes clear that the document is FYI with no business application or significance. FYI is a kiss of death to most readers.
- Turn the academic model of Introduction, Body, Conclusion upside down. Begin with the conclusion, put supporting data in paragraph two, and give the urgency in paragraph three. This is the model of getting things done.
- Put the background explanation in paragraph two—not one. You might think you are being helpful by bringing your readers up to speed with background information before drawing conclusions, recommending solutions, or requesting action. But for readers, background in paragraph one is confusing, while background in paragraph two is enlightening.
- Finesse with tone. Use the “keep it short and sweet” version of the KISS principle. Get down to business in the opening paragraph and sweeten the tone to encourage cooperation. Play with the language until it feels appropriate. Remember the three ways of putting the purpose in the opening paragraph:
- Ask a question: Would you please approve Blackberry voice activation for the Director and off-site personnel?
- Make a definite statement: Please approve Blackberry voice activation for the Director and off-site personnel?
- Extend good will: Thank you for the opportunity to request your approval of Blackberry voice activation for the Director and off-site personnel.
If you want to increase productivity, put what you want to get done in paragraph one. Follow that paragraph with supporting information and add a deadline, timeline or urgency. Finally, finesse your message by using a tone that encourages cooperation, and then watch what happens. By following these simple steps, you will be amazed at what you can get done.
By Stan Berry, posted in Present Your Thoughts on July 20th, 2010 Productivity Tip
To help your readers get things done, give them your “bottom line” up front. This writing tip is common sense, but not common practice.
Common Sense
It’s common sense if you want to be more productive. You get things done by being up front and clear with the reader. Put your most important idea in the opening paragraph, and then make everything that follows support it.
It’s common sense if you want to be read. The first questions readers ask of any document are, “How does this document affect me? Do I have to do anything?” When readers can’t find these answers quickly or clearly, they stop reading. They put it down in their “to read later” file with good intentions.
Not Common Practice
This writing tip is not common practice – which is unfortunate for readers, writers and the organizations in which they work. Look at most of the emails and other documents that you read (and maybe write!) Most business professionals put the most important thing to the readers – what they need to do – in the most difficult to find place: in the middle, near the end, or absent all together. Only a tiny percentage of emails – even those written by senior executives – state what needs to get done in paragraph one. This results in confusion that hinders progress and derails projects.
Try It and See What Happens
Putting what you want to get done in paragraph one is a simple yet effective way to get things done. This common sense tactic is rarely used. Make it common practice and see what happens.
 Productivity Tip
To help your readers get things done, give them your “bottom line” up front. This writing tip is common sense, but not common practice.
Common Sense
It’s common sense if you want to be more productive. You get things done by being up front and clear with the reader. Put your most important idea in the opening paragraph, and then make everything that follows support it.
It’s common sense if you want to be read. The first questions readers ask of any document are, “How does this document affect me? Do I have to do anything?” When readers can’t find these answers quickly or clearly, they stop reading. They put it down in their “to read later” file with good intentions.
Not Common Practice
This writing tip is not common practice – which is unfortunate for readers, writers and the organizations in which they work. Look at most of the emails and other documents that you read (and maybe write!) Most business professionals put the most important thing to the readers – what they need to do – in the most difficult to find place: in the middle, near the end, or absent all together. Only a tiny percentage of emails – even those written by senior executives – state what needs to get done in paragraph one. This results in confusion that hinders progress and derails projects.
Try It and See What Happens
Putting what you want to get done in paragraph one is a simple yet effective way to get things done. This common sense tactic is rarely used. Make it common practice and see what happens.
By Stan Berry, posted in Present Your Thoughts on July 20th, 2010 Productivity Tip
When you want your emails to get things done, begin with a forecasting subject line. This simple step will turn your readers from passive to active. It often determines whether your email gets read or not.
Forecast the Bottom Line of Your Email in the Subject Line
Forecasting subject lines tell the reader what you’re going to tell them. In other words, they forecast the business application of your email – they tell readers how your email affects them. Effective subject lines offer more than a general topic description. Assume for a moment that you work in human resources. Which of the following is more likely to pique your interest, a topic subject line or a forecasting subject line?
- “Benefits Plan” [General topic description]
- “Recommendation for Enhancing Our Benefits Plan” [Specific forecast of the bottom line]
The Power of Forecasting Subject Lines
People are naturally curious. Consider the previous example. By disclosing the business application of the email, readers will wonder, “What is the recommendation? How could the benefit plan be enhanced?” These questions grab the reader’s attention and turn them passive to active.
Examples of Forecasting Subject Lines
Use the following subject line openers to enhance reader interest:
- Review of…
- Request for…
- Proper Handling of…
- Recommended Use of…
- Instructions for…
- Comments about…
To further increase productivity, follow these four guidelines for writing forecasting subject lines:
- Should repeat key words from paragraph 1
- Should be written last – after a rough draft is completed
- Should not be a sentence or a question
- Strive for no more than 50 characters
A Small Step that Offers Big Results
Forecasting subject lines are a simple yet powerful tool for Writing to Get Things Done (WGTD). By stating the business application of your message in the subject line, you will entice your readers to learn more and take action. Consistently follow this simple tip and watch your productivity grow.
|
|
