I hope you find my writing and business tips and observations useful. My business and blog are dedicated to helping businesses communicate clearly and reach their potential.
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Tash
How long is your drink?
While there is an expression about having a long drink, length is not usually a measure of drinks. So I was surprised to see an ad for 300m of a soft drink in some recent junk mail!
As always, the message is that proof reading is really important – best done by someone else or at a later time as proofing as you write has limitations.
Of course, the person preparing the ad may have written 300ml and something happened at the design or printing stages, but that is why printing proofs also need to be checked carefully.
Consistent terminology
Do you know what a closed question is?
I’m sure I didn’t learn about open and closed questions until much later, but my children have been learning this in primary school. This is a good thing as it can help them communicate socially as well as within their school work.
Closed questions – elicits a simple response such as “do you like blue or green?” where a one word response answers the question.
Open (or open ended) questions – give scope for more detailed and complex responses such as “why is blue your favourite colour?” or “what do you like about that book?” which require longer answers and can lead to a discussion.
Have you ever heard questions referred to as thin and thick questions instead of open and closed?
The first time I knew of the thin/thick nomenclature was when I viewed some work my daughter had done at school. I know enough about open and closed questions to figure out what was meant by thin and thick so I could interpret the schoolwork very quickly. And I assumed the children had been taught thin/thick instead of open/closed.
Then I read the schoolwork in more detail.
The instructions swap between thick/thin and open/closed questions without any explanation that they are the same concept (and not even in the same order which makes it even harder to correlate the paris of words). Given that this activity is obviously aimed at teaching children about open/closed questions, surely it would be better to use the same terminology for the one activity.
It’s one thing for me as a professional writer to read these instructions and follow them easily, but something else entirely for a seven year old who is grappling with what these terms mean and how to find examples of each type!
And my daughter said they had been taught about open/closed questions – she figured it out (and I think she did a good job devising relevant questions in the activity) but I’m sure many of her classmates would have struggled if they were left to do this activity just by reading the instructions.
The lesson?
If you start using one term (or set of terms) when writing, then continue using that term throughout.
Even if you explain there are alternatives, stick to one term in your content. For instance, if you are writing about saving money, you may write something like
Contributing to your savings can be done more or less frequently. Contributions, also known as deposits or account credits, will attract interest and thus increase your savings over time. When deciding how much to contribute, you may consider your income, expenses and lifestyle choices.
You may not be writing for children, and your audience may easily figure out your message, but why make it harder to read than necessary? Why risk them not understanding and/or disengaging in your content?
Being consistent makes your writing easier to read and understand, looks more professional and will probably help search engines recognise a keyword in your online writing.
Your message needs to be clear, not vibrating!
I came across this image today and was annoyed by the incorrect use of ‘your’!
I did try to be gracious and look past the poor grammar, and actually see the message but random the capital letters and poor grammar was too much.
And a message like this needs all the additional credibility it can get really – not everyone will accept the concept of vibrations and auras impacting your life and finances, and even if you do believe in those things, there are so many quacks in those fields it is hard to trust a new source of these ideas.
So unless this message was deliberately done to exclude more discriminating people and attract more gullible people, the message would have been more effective (ie easier to read) as:
The image above (ie not my corrected version) came from Money Habits where they were questioning the wisdom of the message and encouraging people to pay attention to their financial concerns in order to find solutions. I don’t know the original source of the quote so can’t say if it went on to explain their meaning or give ideas on how to improve their vibration – without additional content, this quote is fairly pointless as it doesn’t give guidance to someone.
If you send out a message to engage people about their concern, you have to follow it up with some information or a means to get answers. Just stating the problem isn’t helping anyone.
In summary, this message failed because
- they used ‘your’ instead of ‘you’re’ and is was distracting
- random capital letter use was distracting
- it just stated a problem without providing resources
- all the above removed any credibility it may otherwise have had
Why you should bother with an FAQ page
Not all websites have a FAQ page, and not everyone things positively about FAQs, but I think they are worth adding to a business website.
What does a FAQ page do?
In very simple terms, it helps people find information about the business and/or products and services available.
Some of the information just doesn’t fit very well elsewhere on the site and others bit are important enough to justify repeating.
I know when I am looking for specific information, I often go to the FAQ page, and the lack of a FAQ can be really frustrating as it leaves you searching the entire site.
How does it help a business to have a FAQ?
Having a FAQ page
- makes it easy and quick for customers to find information so they are more likely to buy
- means people find answers themselves instead of getting twenty calls a day about basic information – this saves the business time
- people are reassured that their question is answered and that the business is upfront about details
- is a central location for various facts that just don’t fit anywhere else
Of course, the FAQ has to be worth visiting or it can undo all the benefits – but we’ll cover what’s in a good FAQ page another time!
*Image courtesy of icreative3d at 123rf
Making FAQ worth reading
An FAQ that makes someone laugh is a positive for your business
Looking at options for some software, I viewed a few FAQ pages lately (FAQ being Frequently Asked Questions).
Some FAQs are better than others, and some were great – informative and easy to understand.
Using humour
An FAQ page is full of facts, otherwise what’s the point of having it? But that doesn’t mean you have to make it all staid and boring.
Here are some examples for amusing FAQs I have spotted:
Q: How do I invite someone?
A: The basic invitations are simple SMS messages. Naturally, you have other options to bring your friends here. Try sending them a download link via any other messaging service: email, Facebook, WhatsApp, an actual telegram — you name it.
Q: Will you have ads? Or sell my data? Or steal my beloved and enslave my children?
A: No.
Q: will these faqs ever end?
A: well it always has before!
Q: You didn’t answer my question. How come?
A: Probably because this FAQ was written by a marketing person. Please ask us your question using our contact us form.
A bit of humour and lightness makes the whole page easier to read – and more memorable, too, and every business wants to be remembered.
How can you add some humour to your FAQ page?
*Image courtesy of Frugo at 123rf
Why support children learning to read?
I came across this great infographic outlining why children need to be able to read.
As well as being a good message in itself, the infographic also supports Buk Bilong Piknini (a charitable organisation funding books and reading programs for children in Papua New Guinea).
What do you think – why is it important we encourage children to learn to read, and then read some more?
I would also encourage everyone to help ensure our children are literate – whether by donating to groups such as Buk Bilong Pikinini, helping at schools or giving books as gifts, every bit helps.
Helping children learn to read
I frequently help at my children’s school by listening to children (usually not my own!) read and helping them build the skills of sounding out new words, ensuring the words make sense and getting a full understanding of what they are reading.
Why do I (and many others) help these children?
- learning to read opens many opportunities for children – through learning, ideas and comprehension
- the sooner they learn to read, the easier other aspects of school become – delayed reading can limit other learning and become a downward spiral for education
- I love reading – books give me pleasure, ideas, an escape and relaxation – and I hope to share that pleasure with children
- all the children benefit by their classmates being able to read – teachers can concentrate on contact rather than reading if all students can read competently (for their age) and each child can contribute more ideas and experiences if they are well read
- seeing me place an importance of everyone being able to read, encourages all the children to value reading
- seeing people volunteer to help at school also teaches children about community spirit, generosity and being able to make positive change in small ways
What have you done to help children (or adults for that matter) learn to read and enjoy reading?
Who can read the sign?
The sign was big, but on an angle for most people
We attended an indoor play centre recently for a child’s birthday party.
I spotted a sign on a wall opposite an inflatable slide, within the enclosed rock climbing area, that I think was missing the audience.
Where the sign was
The sign was up on a wall and printed in a large font so it should have been useful.
However, it was on an angle that made it hard to read except for by children rock climbing.
Surely putting it above the inflatable would have been more effective as it would be visible at the time you would be considering climbing up the forbidden walls.
What the sign said
Remembering this was in an indoor play centre where most of the patrons are under eight years of age, the sign was not written for the audience.
Apart from the very young children who can’t read at all, many youngsters would not be up to reading ‘inflatable’ and many would not know the word ‘banned’. Even for those who can understand the sign, it will be most effective if people get it instantly, without having to think about its meaning.
The inflatable is more known to children as the big slide, so that is the type of language they would be better using.
A much simpler sign would be “Do not climb up the slide”.
I think this is simpler and more effective, but also has a second meaning as it tells children not to climb up the slide itself, as well as not climbing on the support walls.
It is always important to know who you are aiming your communications at, and aim for clarity more than cleverness.
AWPA Dinner
As a writer and communications consultant, I spend much of my working time at a computer and it’s not too glamorous, so it is nice occasionally to do something more interesting in the name of work!
Last night is a perfect example as I went to a function with a client (as their Communications Manager).
The Australian Women Pilots Association (AWPA) held their annual conference in Bendigo this year, so I went to their gala dinner and had a great night. In particular, it was great to see a male dominated industry have a strong female element supporting each other and encouraging young women to enter aviation.
Some of the highlights of the night were:
- a welcome from two Chinese dragons
- hearing an Air force Captain {I wish I had written down his name at the time!} announce that the air force expects to have 25% female members by the mid 2020s, with 25% of applicants in the last year or so being female
- sitting at the same table as the granddaughter of Nancy Bird-Walton, and hearing so much admiration for her and her peers
- meeting various women with fascinating stories about how they (and others) got into aviation and how they have interacted with other pilots (such as one couple having may pilots visit them in bad weather as they had a runway on their country property)
I would love the opportunity to interview many of those women and write their stories. As a collection, I think it would be interesting, inspiring and a historical reference and record.
Do you know any female aviators? Or been inspired by any of their stories?
Communicating to potential voters
It’s hard to choose who to vote for if the candidates communicate poorly.
Throughout Victoria, we are about to vote for our local councils.
Unbelievably, in my ward, there are 21 candidates for us to choose from to select 3 councillors!
This is a lot of people to consider while trying to choose my vote and is a bit overwhelming but it is useful from a communications perspective as I can see big differences in their statements.
Candidates’ statements
So, putting aside politics and any particular platforms these people are standing for, here is a summary of the candidates I can choose this week. I am basing this on the official statements prepared by each candidate that were sent to us by the Electoral commission, and I am not using anyone’s real name!
group 1 – sole platform
George – has a personal dislike to something other residents are doing so wants us to vote for him to stop that behaviour.
Fred – is retired and is standing to get better deals for older residents.
Sally – is mum to young children and will fight for better services for new mums and for families.
Communications – all three of these people have written a reasonable statement that is easy enough to understand and sound like reasonable people. I just find it difficult to trust someone who is obviously going into council for their own best interests.
group 2 – political
Jenny – states she is affiliated with a major political party but lists various local issues and experience to show relevance. The second half of her statement is more formal and is about policies, sounding much more like a politician than a local councillor.
Ed – does not state any political affiliation but the statement sounds formal and like a federal election campaign piece. It is not law that candidates state they belong to a party (and follow part lines) but this is a contentious issue of late. All sounds pretty perfect really…
group 3 – mixed platforms
Rachel – the current councillor and someone who is involved in our community – and the only one most people I know have met or seen around. Her statement shows her passion, is easy to understand (both through competent writing and using approachable language and style) and ends with “I ask you to vote for me” (rather than demanding it). She covers a number of issues.
Angus – a young person who grew up in the area and covers a number of issues in his statement. Again, it is well written and readable.
Communications – there are others in this group but all of them discuss a number of issues in clear English and declare no connection with a political party.
group 4 – questionable
David – started his statement with “7 years house designing in Shanghai; Melbourne.” No, I don’t know what that means either – and as he works in the IT industry and is standing for a council role (not a council planning job!), it makes little sense.
David’s statement has many examples I could use in my bad writing posts – “Experience in retails…Involving security issue with PM…I pointed city apartment…Successfully suggested VCAT improve hearing procedure with writing hearing” {the lack of final full stop is copied by the way!}
Due to his poor written communication, I don’t understand what he is standing for – even when I can guess the meaning of a sentence, I can not be sure if he is for or against that issue!
group 5 – pushy
Simon sent a SMS to some people, outwardly to remind people of the need ot vote, but everyone I know of (and others according to local media) were irritated by this message. Simon came across as pushy and people felt their privacy had been invaded by these messages sent to private mobile phones.
Other than the SMS, Simon fitted into group 2 but I know at least two people who voted him as number 21 purely due to the SMS. As I have said at various times, being aggressive and overly confident in communications often backfires (with Australian audiences anyway).
Communicating with potential votes
Obviously, there are other ways these candidates can promote themselves to the voters but let’s limit ourselves to these statements. Because that is the only way most people in our area get information to make a choice in the elections.
There is a wide selection of writing styles – from someone who does not know how to write in English, through those who write good conversational English, to those who write formal, professional pieces. Just this choice of style will have a big impact on how voters will perceive each candidate.
Given there are 21 candidates (and apparently some areas have many more than that!), many voters will not read the statements in depth nor do other research. So the style and approachability of these statements is critical for their success.
Who to vote for?
Based purely on their communication skills as described above, who would you vote for if you lived in this area?
Who would you not vote for? This is possibly an even more important question for anyone trying to learn how to communicate effectively to get positive results.
Good communication can vary
So what is good communication?
I’m sure there would be many answers to this, but generally we mean being able to effectively give our message to another person (s).
That being the case, how do we classify something as good communication and set rules for good communications?
Communication impediments
Good communication requires good listening as well as using good speaking techniques.
While there are some basics that help with clear communications face to face, such as making eye contact, not interrupting and being polite, such things are not always possible and we may need to work around them.
Today I came across a blog post about communicating face to face and I was surprised and somewhat horrified by one of the tips given. Basically, the writer suggested that you should avoid stammering or stuttering as it can hinder clear communication. He did not allow that it was unavoidable for some people and implied it was just a behaviour they were choosing to exhibit.
There are impediments for some people in conventional communicating – blind people can’t meet your eyes, deaf people may focus on your lips instead of your eyes, someone with Tourette’s syndrome or Asperger’s may seem impolite and various people (including stammerers) may be harder to understand.
And yes it may be easier for us if those people did follow the ‘rules’ of good communicating, but they can’t so we have to learn to be patient and understanding. I found it insulting that this writer included ‘stop stammering’ as a means of communications.
Have you come across examples of people setting communication rules that are excluding certain groups of people? Or people with rigid ideas of what good communicating look like?
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