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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. Read, subscribe to my newsletter, enjoy!Tash

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Writing office effective memos

Emails may be replacing inter-office memos overall, but the memo still has its place in many larger companies. Yet many memos (past and present) are not always treated with respect as many have been so poorly written or produced for the sake of having a memo.

So here are some tips to make your memos worth reading…

  1. keep it short – it is not a letter or a procedural manual.  A memo is about giving some important information quickly so get to the point and leave out unnecessary information
  2. remember that you are writing to colleagues not customers so it’s ok to write something like “see Sue for a copy” or “in the main foyer” as everyone will understand
  3. be personal – you know the people you are writing to so it doesn’t have to be very formal. “Call me”, “pop into my office” or “let me know” are much friendly than “don’t hesitate to call me” or “reply by fax”
  4. be polite and show respect, even if the memo is pointing out something negative. Compare “we need to improve customer service so…” with “you are all really bad at customer service so…”
  5. use personal terms – you, me, I, we – to maintain a connection with your readers
  6. be specific so staff know what is needed – “the renovations start on Monday so please clear your desk by 4pm Friday” or “reports are now due by 10am Tuesday” are clear and easy to comply with
  7. make it clear who is getting the memo – I don’t want to waste time passing it onto my team if they already have it but I also don’t want them to miss it; if it is sensitive, it helps to know who else is reading the information
  8. most importantly, don’t write a memo unless there is actually a need to do so – sending out lots of memos loses their effectiveness no matter how well you write them.

Of course, these same rules apply to important internal emails, too.

Have you received any really bad memos? What made them stand out as bad?

Sending a Christmas message

Putting some Christmas cheer in an envelope

We’re heading for Christmas and most businesses are trying to be prepared for the December rush.

Many businesses send a Christmas email to their customers, supporters and suppliers so here are some tips for writing your email…

  • if possible, use the person’s name so your Christmas message is personal
  • even if your usual business communications are formal, make this message casual and clearly from you – you are sending the email in appreciation and to share goodwill, so don’t think of it as a business document. However, spelling, grammar and making sense are still basic elements of your email
  • if you and/or your customers are not Christian or simply don’t believe in Christmas, send a “season’s greetings” message instead. Even better, make it an “end of year” message
  • keep it short – this isn’t the time for a sales pitch or news, just give your best wishes and leave it at that
  • still include the basics of a good email – useful subject line, unsubscribe details (if you are using a list rather than truly personal emails) and contact details
  • put your message in the body of the email, not as an attachment or in a graphic

Adding some cheery graphics and/or colour is nice, but not essential; if you do add graphics, make sure the email doesn’t become too big.

Their names are precious

Did you know that someone’s name is one of the most precious words to them?

If you don’t believe me, think about how you feel when you are ‘treated like a number’, someone pronounces your name poorly and you get a letter with your name wrong in some way.

I once got a letter that referred to Mr T Hughes, opened with Tash and had Mrs Hughes on the envelope. I didn’t like being called Mr but the lack of care shown by the inconsistency was very poor.

Getting people’s names right is a sign of respect, and in business it also shows attention to detail matters to you. So consider the following tips:

  • check the spelling of someone’s name before you send a letter or email – and use their spelling even if you don’t like it
  • personalise where possible – if sending a letter or email, consider adding their name to the subject and/or body as well as in the opening line
  • think about what form to use – title and surname or just first name for instance will depend on your audience and your business style. Note if they have shown a preference for one style then make sure you use that style.
  • if you are not sure of gender from the name, avoid using terms that indicate gender as getting it wrong can be offensive
  • never make fun or joke about someone’s name, even if you think you have a friendship, unless they have done so first – even then I would hesitate before joking about their name
  • wait to be invited to use a nickname or abbreviation. So many people meet a Michael or Jonathon and start saying Mike and Jon, but if Michael hates Mike it will not impress him at all. Besides, nicknames are personal and often reserved for friends
  • ask how to pronounce their name if you are not sure – people don’t mind helping but may resent errors
  • do your best to remember names, especially at networking events or if a client introduces you. There are many techniques for improving your name memory and it is a valuable skill to have

PS On a humorous note, I received a phone call a few days ago where the person asked “Is that Mr Tash Hughes” (badly pronounced)
I answered “No” thinking – do I really sound like a Mr?
Next question “Can I speak to Tash Hughes?”
My answer “You are – I am Tash but I’m not Mr.”
“Oh, I thought you were a boy, Goodbye” and hung up!

Intranet for fun

What do you think a company intranet is for? Should it just be official and practical, or should it be personal and fun, maybe even wacky?

I think the main purpose of an intranet is to help staff do their jobs efficiently so it needs to contain information to help them. Having provided that information, I think an intranet can also include less formal items.

I see a number of advantages to a more friendly intranet:

  • it can aid staff communication and relationships
  • the occasional smile is good for staff productivity!
  • higher morale reduces staff turnover and makes it more likely staff will complete tasks rather than watch the clock

So what can be added?

  • daily weather updates – practical but nice if staff can see what other offices are experiencing
  • tips – could be semi-serious like word of the day or funny or a motivational quote
  • photo gallery of staff events and news (work Christmas parties, staff weddings, business launches, award ceremonies)
  • tipping competition and results (why limit it to football? Try cricket, basketball, athletics or triathlons)
  • information about charities staff/the business are involved in – and links for sponsorship
  • menus of local lunch spots
  • RSS feed of public transport updates in the area
  • funny corner – add those joke, cartoons, etc that everyone will just email each other anyway
  • health tips, recipes, office exercises, etc
  • interesting seminars, webinars, training courses, etc coming up

They’re just my ideas – what else can you add?

Social media relationships

My last post was about networking with a bottle of wine, so I thought I’d also aim it more specifically on social media as Chris did in his original post.

Using social media (facebook, twitter, blogs, You Tube, etc) is in many ways exactly the same as more traditional networking and socialising. Building these relationships depends on being friendly, listening to people and showing interest.

Even the differences are based on the same principles, they use technology to reach those aims. If you met someone at a party, you would answer them by talking; in social media, it is still polite and expected that you answer but you might do so by posting a comment or retweeting instead.

So some social media networking tips are:

  1. be generous with links – if you like something add the link to your blog, tweet it, write about it in Facebook, and so on. It costs you nothing but time, it actually gives you something to write about and is likely to help the creator
  2. visit other people’s blog, Facebook wall, twitter profile, You Tube channel and so on. You can learn more about them than just responding to their emails and comments, and they will probably appreciate you leaving comments when you visit
  3. if networking for your business, broaden your topics – chat with people about other interests (if you network in real life, you’d probably have some references to the weather, the food, the venue or major news/sports of the day, so why not on social media?)
  4. link all your social media outlets – it makes it easier for someone to find what they want but also helps your Twitter followers discover your blog readers, etc.
  5. give more often (by a long shot) than you promote or sell; Chris Brogan suggested a 15:1 ratio – what do you think is a good ratio?
  6. share information on how to socialise online – you don’t need to tell people how to talk but not all your customers and contacts know the purpose of # in a tweet or how to embed a video in a blog
  7. remember to touch base frequently – just like friends drift away if you don’t see them much, online contacts will forget you if you don’t tweet for a month or so.

I’m not a social media expert (closer to the beginner end of the scale really) so I’d love to hear your tips for maximising social media networking…

Short and sweet

Do you remember writing essays at school where you had to make up content to fill the required word count? Do you prefer to read a long book over a short one?

In business and website writing, the clichés ‘short and sweet’ and ‘less is best’ are better options than writing a lot for the sake of writing.

Why keep text short?

Lots of pages are flicked not read

Long documents intimidate

  • people are busy and want to get the information fast
  • it tends to be clearer and simpler
  • it looks less intimidating so more inviting to read
  • it is easier and quicker to proof read!

Keeping it short means short words, short sentences, short paragraphs and short result.

So ‘about’ instead of ‘in respect of’; ‘Accountants advise businesses’ rather than ‘business get advice and recommendations from people experienced with accounting’; and ‘stocktake sale’ rather than ‘reduced prices at the end of season to reduce our stock levels’.

Of course, short in the extreme is not the answer either. I use the idea of ‘if it can be done with fewer words, then do it’ rather than making everything short.

When keeping text short, remember

  • it must make sense
  • all critical information must be included
  • keep it easy to read and suited to your audience (for example, ‘because’ is actually longer than ‘due to’ but is used more commonly in speech so is often the better choice)
  • avoid jargon your readers won’t know

Building your blog

Presumably, if you have a blog you want to build it with content and readers. It isn’t always easy to do, especially over time, so it takes dedication to truly build a blog into something you can be proud of.

Finding ideas to write about, maximising your topics, building trust, attention grabbing titles, dealing with negative or poorly written comments, and ending your blog posts are all important parts of a successful blog.

Recently, Raivyn gave some advice for anyone wanting to make money from a blog (or blogs) – some of that advice applies to all blogs whether their aim is to make money, share ideas, promote a business or anything else.

The points I most liked (rewritten into my own words and comments) were:

  • keep writing – even if uninspired, you need to write to build the habit and experience
  • find your own blog rules – some blogs have very short posts, some have long posts and some find a combination or middle ground works best. Instead of writing to a formula number of words, find what works for you and your readers. And apply the same logic to frequency, style, running carnivals, inviting guest bloggers, and so on.
  • keep your credibility – recommend products/services/etc that you truly think are worthwhile, not just those paying a commission or giving you a reciprocal link.
  • write for your readers – this may not be so important for a personal blog, but to make money (directly or indirectly) you need to write what potential customers want to read about in a way they find interesting and useful. Knowing your audience is a key part of any good writing

Good luck with building your successful blog!

Disagreeing with clients – the nice way!

If you work for clients, you will not always agree with how they want things done. Sometimes, it will just be a matter of personal choice so you stay quiet and do things their way. Other times, your professional experience and knowledge leads you to believe the client would be better off following your way.

So how do you tell a valued client that you disagree with their request?

Let’s take a simplified situation – the client asks for bright red and you think pale blue is a better option.

The first response to come to mind may be “Bright red won’t work so I’m going to use pale blue for you.”

However, the client is likely to be annoyed at being told they’re wrong and you’re making the decision. Result? They will dig their heels in and insist you use bright red without further discussion – or just find another supplier.

Another response may be “Pale blue is best and applies in 90% of cases” and just going ahead with pale blue. Taking control of the project like that shows no respect for your client and may just end your relationship.

Here are some better ways to approach your client:

  • Bright red would certainly attract attention! However, did you know that colour experts consider red to mean…?
  • Is there a particular reason you want it bright red?
  • I will do it in bright red, but first I wanted to make sure you know you have a choice. The alternative is pale blue, which has the advantages of …
  • I have found an example of bright red for you, and a pale blue example as a comparison. I think the pale blue works better because… What do you think of them both?
  • That’s an interesting thought – I would never have considered bright red for this project. To me, bright red doesn’t always work because…
  • Based on my experience, bright red is less effective than pale blue because… Would you like me to try both colours so you can see the difference?

If you handle it politely and with respect, your client will appreciate you speaking up and sharing your expertise – after all, that’s why they are using your services! You may still have to complete the project in bright red, but at least the client has made an informed decision and you have respected your professional opinion.

Have you had a supplier respectfully disagree with you which has led to a better result? Share your story in the comments area below.

Negative feedback in your newsletter?

If you write a newsletter, or even a blog or magazine, and you include a feedback or testimonials section, do you censor them? You have more control over newsletter content and testimonials than over comments posted in your blog, but how do you best use that control?

If you get a lot of feedback, then it is likely you will only add some of it to your newsletter each time or it would be overwhelming for your readers.

However, if you generally add all feedback into your newsletter or present it in your blog, what do you do with negative feedback?

Negative feedback responses

feedback may be negative

Choosing how to deal with negative feedback

If the feedback is inappropriate, nasty or irrelevant (e.g. feedback from someone who isn’t even a customer or newsletter subscriber), delete it and forget it.

On the other hand, if it is constructive criticism (or at least true information, even if it isn’t presented constructively!) include it in your newsletter with your response – making sure your response shows how you are improving your service/product.

Including and responding to negative feedback (assuming it isn’t the majority of the feedback you publish!) builds trust in your readers as you are being honest – they will trust the positive feedback more, too. It also gives a balanced view to your newsletter.

You may find that the negative comments you include will be small issues that people can happily accept, so you can gain the above advantages without damaging your name at all.

Regardless of the content of the feedback, remember to thank people in your newsletter to encourage further comments and feedback – the more feedback you get, the more opportunity you have for improvement in your business. Feedback can also build a feeling of community and belonging amongst your readers.

Good blogging

I recently read a post by Jeff Attwood in his Coding Horror blog. He wrote thirteen blog clichés that he doesn’t like seeing in blogs – it is like a list of what not to do for a good blog, and was quite an interesting read.

While his post stands as is, some of his points particularly stood out to me so I will discuss them in my blog 🙂

One that I very much agree with is his point 5 – the big blogroll. He writes about the waste of listing many blogs in your blog roll, and wrote “It feels artificial and insincere.” Personally, a selective blogroll is a value-add; a long blogroll is ignored.

So what is wrong with listing so many blogs? For starters, a long list doesn’t give any sense of referral or recommendation to the listed blogs, compared to a select listing is likely to be meaningful. It is also hard to find anything from a long list – so at least break the list in to sub-lists to make it more user-friendly.

A particularly long list can also distort the look of a page, especially for short posts.

Having said that, what are the advantages of including some blogs in your blogroll? For starters, it builds the blogging community to link and refer to each other. A crafted blogroll can also help your readers find more information on relevant topics, which they will appreciate.

Links to and from your blog can help with your traffic and search engine rankings, so that in itself makes a blogroll and reciprocal links worth considering. But remember that links within your posts are also effective for rankings and readers, so a minimalist blogroll doesn’t mean you can’t link to additional blogs.

What do you think? Are you impressed by a long blogroll when you visit a blog?

Happy writing!