Most communications between managers and staff are oral. This is logical; in most cases managers and employees are in the same location. In these circumstances it’s easy to maintain continuous contact with each other—to give directions, exchange ideas, and interact. The telephone, which is an extension of oral communication, also is a useful tool.

However, there are many occasions when communication must be in writing. For years this has been done through interoffice memos and letters; however, increasingly in the twenty-first century, written communication is done by e-mail. This is particularly useful when managers are required to supervise people in several locations. Indeed, some people even use e-mail when communicating with people in the same building—even in an adjacent cubicle.

Clear writing is essential no matter what medium is used: memos, letters, e-mail, or instant messages. In this chapter you’ll learn how to make all your written communications a dynamic tool in your interpersonal relations. As managers also write to customers, vendors, and others outside the company, the suggestions for improving writing also can be very helpful in that aspect of your work.

How often have you sat down to write something (a memo, a letter, an e-mail, or a fax), knowing exactly what you wanted to say, but the right words just wouldn’t come? A simple process to help you plan your written correspondence can be summarized in the acronym TAB. This process provides clues to help you think clearly about what you want to write before starting to write it:

Ask yourself these questions. Jot down the answers on a scratch pad. By “TABing” your thoughts before you do the writing, you’ll get a clear idea of what you want to convey. The notes will help you organize all the information concerning your subject matter. It will indicate what you want done, how to deal with it, and how those actions will benefit your readers.

Once you’ve thought out the message you can formulate the way you’ll write it. Keep in mind the three C’s of good communication. Anything you put in should be …

For example, if you’re writing a memo concerning the status of an order, also be sure to respond to any specific questions your recipient might have about the order. Include the order number, date of the order, identification of materials, and other pertinent information; and avoid going into extraneous details.

Steer clear of complex sentence constructions or extravagant phraseology. Keep it as brief as possible, but make it punchy. One way to make your points stand out is to write the item in the form of a bulletin; here are some suggestions:

You can’t always depend on a secretary to correct your grammar, sentence structure, and spelling errors. Today, most supervisors or team leaders don’t have secretaries or administrative assistants; they write their own correspondence. Even if you’re one of the lucky few who has an assistant, you still should check everything that goes out with your signature on it. If you are weak in grammar or spelling, seek out a colleague to be your in-company “editor” for constructive review and suggestions.

Some help can come from the spelling and grammar checks in your word processing program, but this is not enough. Remember, the computer is a machine that will highlight only a word that is obviously wrong; however, if you write “brake” instead of its homonym, “break” the spell check won’t pick it up. You have to reread what you’ve written to ensure it’s written in proper style.

As the old saying goes, “Keep it simple, stupid!” When you sit down to write a letter or memo, pretend you’re talking face-to-face or on the phone with the person who will read the letter. Relax. Be informal. Speak your thoughts in your usual manner, with the vocabulary, accents, idioms, and expressions you usually use. You wouldn’t normally say, “Please be advised that because of the fire in our plant there will be a 10-day delay in shipping your order.” Instead you’d get right into the message, “Because of the fire in our plant, shipping your order will be delayed 10 days.” So why not write just that?

When speaking to somebody, you rarely use full phrases such as “I do not want this” or “I will not be able to go.” More likely, you say “I don’t” or “I won’t.” It’s okay to use these commonly used contractions in your writing. It makes your letter come across in a sincere and personal manner. Naturally, avoid slangy contractions such as “ain’t”; of course, you shouldn’t use such language when speaking, either.

Oral conversation isn’t one-sided. First, one person speaks; then, the other comments or asks a question such as, “If we do that, how will it affect sales to the fast-food chains?” Do this in your writing. By interjecting questions in your letter, you focus the reader’s attention on specific points. For example, instead of writing “If you desire, we can incorporate additional applications in this software” write, “What additional applications would you like to have incorporated in this software?” This gives the reader a chance to reflect on your message in terms that are specific to his or her needs.

When we speak we use the pronouns “I,” “we,” and “you” all the time. They’re part of the normal give and take of conversation. However, when we write as representatives of our company we tend to use the passive voice. We rarely write “we,” never write “I,” and even avoid the straightforward “you.” Instead we use such phrases as: “It is assumed …,” “It is recommended …,” or sentences such as, “An investigation will be made and upon its completion a report will be furnished to your organization.” Try clearly stating, “We’re investigating the matter and when we obtain the information we’ll let you know.”

When writing for an organization, usually there isn’t too much opportunity to be personal and write “I.” However, you should use “I” when you express feelings or thoughts that are your own. It’s better to say, “I’m sorry” or “I’m pleased” rather than “we’re sorry” or “we’re pleased.”

Another way to personalize a letter is to use the addressee’s name in the text. If you’re friends, use the first name—if just business acquaintances, the last name. Instead of writing, “This will result in benefits for your organization,” write, “So you see, Beth (or Ms. Smith), how this will benefit you.”

You can use a preposition to end a sentence. The rule you learned in grade school about not ending sentences with a preposition is passé. In speaking, we don’t even think about such things. However, when we’re writing we restructure sentences to fit this rule. Don’t. It makes the sentence—therefore the letter—sound awkward. Put the preposition at the end whenever it sounds right to do so. Instead of writing, “Our health plan does not cover the treatment for which you applied,” it’s okay to write, “Our health plan doesn’t cover the treatment you applied for.”

Another grammatical superstition tells us to avoid split infinitives. “To successfully reduce costs in our department, we should take the following steps,” sounds more powerful than, “To reduce costs in our department successfully, we should take the following steps.” It usually is quite clear where one idea leaves off and another begins.

Keep sentences short and uncomplicated. If a sentence has too many words, chances are the full meaning will be missed. The ordinary reader can take in only so many words before his or her eyes come to a brief rest at a period. Studies show that sentences of no more than 20 to 25 words are easiest to read and absorb.

Limit each sentence to one idea. Remember, your objective is to get the idea across to the reader—not to create undying prose. It’s also helpful to use short rather than long words. Of course, in writing on technical matters to technically trained people, technical language is appropriate. However, when writing to people who might not have the background that you have in a specific area, avoid language and jargon that they are unlikely to possess.

Instead of using overused and often meaningless business terminology, use simple terms. Even in this day and age of increased casualness in the world of work, business letters still are loaded with overly formal language, overly used phrases, and stilted phraseology. The following is a list of some commonly used clichés and better ways to express the thoughts:

Give your letters just the right human touch. Express your natural feelings. If it’s good news, say you’re glad; if it’s bad news, say you’re sorry. Be as courteous, polite, and interested as you’d be if the addressee sat in front of you.

Give as much attention to composing e-mail as you do to the composition of standard letters and memos. Remember that e-mail is a form of written communication.

Many people think of it as a substitute for a phone call rather than a letter, so they dash off their messages with little or no consideration of style or even content. Unlike the phone call, e-mail can be kept either electronically or as a printout, so it should be carefully planned and composed.

Too many people think of e-mail as a form of oral communication—sort of a written telephone call. Not so. E-mail is a brief letter. Unlike a telephone call, it can be printed out, filed, stored in memory and retrieved for future use. Take as much care in writing an e-mail as a memo. Here are some tips to help you write better e-mail:

Also keep in mind that the numerous e-mails that co-workers receive can result in your message being ignored or inadvertently deleted. Ask the receiver to acknowledge receipt of your e-mail. If the matters involved are very important, follow up with a telephone call to ensure that the message was received and understood. Many e-mail programs include a “return-receipt” function. By using this, you can determine if your message was received.

Many people tend to resort to e-mail rather than making a phone call or a personal visit. Using e-mail often is an easy way out. You don’t have to leave your desk and it’s less time consuming than a telephone call. There’s no time wasted in small talk or lengthy discussion about a project. All that’s sent is the basic message. Often, though, that small talk and pro-and-con discussion are important. In addition, the phone call allows for instant feedback. It not only helps clarify the message; it ensures that both you and the other person understand the matters involved in the same way.

Charles Wang, CEO of Computer Associates, found that e-mail’s alleged efficiencies were ruining the interpersonal dynamics that had made his company so successful in the first place. People stopped having face-to-face meetings and stopped speaking to each other altogether. His simple but shocking solution: Turn the whole system off for most of the day and force people to communicate in person. He follows this himself. When he wants a staff member, he goes down the hall and finds that person.

How private is your e-mail? Not very. Sure, you might have a password and assume that it ensures privacy, but hackers have shown that they can easily break through even sophisticated systems. Assume anything you e-mail can be intercepted. If confidentiality is required, maybe e-mail is not the medium to use.

Remember that any e-mail sent through the company computer can be read by anybody in the company. Over the past few years there have been cases in which employees were fired because of e-mails they sent that violated company rules. The courts threw out employee claims of invasion of privacy.

More serious are the cases of people who have made comments or sent jokes in their e-mail that were considered sexually or racially harassing or threatening. Printouts of such e-mail have been entered as evidence in suits against employees’ companies, even though company officials weren’t aware of the messages. This has led to termination of the senders and legal action against both the senders and the companies.

E-mail can be a valuable addition to your communication tools; however, it also can become a nuisance and a time-waster. Learn to master e-mail before it begins to master you. The following are some useful guidelines:

E-mail has replaced “snail mail” and even telephone conversations in many organizations. It can be a blessing or a curse. By using it wisely, it can make your job easier and more efficient, but resorting to e-mail for all your communication can lead to the loss of personal interaction with colleagues that’s so important to a company’s culture.