Business Writing

Communication Webinars I Recommend

Webinars have gotten a bad reputation. Too many dense, slow-moving slide decks presented by long-winded speakers have caused people to think of webinars as snoozers. Not only that--plenty of them ooze sales and marketing messages that make participants feel used.

That’s why I am here to defend and tell you about a new webinar series I am involved in.

The series, Virtual Learning and Virtual Leadership: Getting Results in a Wired World, launches on March 27. Its first webinar is Executive Presence: How to Say It So They Hear It And Act On It, presented by communication expert Anne Warfield.

The series features four more webinars in 2013:

• Leading Collaborative Virtual Teams: Managing Dispersed Teams that Get Results, led by leadership expert and webinar guru Cynthia Clay
• The Connected Leader: How To Improve Results Through Conversations, by Halley Bock, president and CEO of Fierce, Inc.
• Writing in a Virtual World: How to Build Business Relationships One Message at a Time, which I am presenting
• Help Them Grow or Watch Them Go: Development at a Distance, featuring employee retention expert Beverly Kaye

If you are a manager or a team leader, or if you work in training and development, these communication webinars are designed for you. My session, Writing in a Virtual World, will give you lots of ideas about communicating well with people you never see but nevertheless rely on.

The reason I can wholeheartedly recommend this series is that I have worked with the series sponsor, NetSpeed Learning Solutions, for many years. They offer fast-paced, practical webinars in which participants can really engage by asking questions (in real time), expressing their opinions in polls, and testing their understanding of the material.  

You can learn more about Virtual Learning and Virtual Leadership: Getting Results in a Wired World by visiting the webpage and clicking on links for the five presentations. You can register now for any webinar that interests you. Registration is free.   

Do these webinar topics appeal to you?

Lynn
Syntax Training

Cleaning Up "Spots" for Global Readers

Because I appreciate having blog and newsletters readers around the world, I try to recognize words and expressions that do not translate well. Spot is one of those words. I have found it in a variety of pieces I have written, and it is time to clean up those spots for people who read English as a second, third, or fourth language.

This example appeared in my email tips booklet:

Get a second opinion before sending an important email. Another person can often spot errors, omissions, or problems in tone.

When I revised the booklet, I changed spot to see.

I wrote a blog post titled "How to Spot Spam." I should have written "How to Recognize Spam."

In another post, I wrote this sentence about a client: "He schedules follow-up on the spot." To be clear to an international audience, I should have written, "He schedules follow-up immediately."

Someone commented on one of my blog posts this way: "Your explanation hit the spot to answer my immediate question." Rather than hitting the spot, the writer might have said my explanation "was perfect" or "was very helpful."

Writing to a friend, I described a national historic park on the island of Hawaii as "an awesome spot." Had I been writing for a larger audience, I might have written simply "a beautiful place."

Why change all those spots? Because spot is not a common word for people who have learned English as a foreign language. Also, it appears as a noun, a verb, and an adjective, and it has many meanings, as you might guess from the examples above. In Merriam-Webster's Collegiate Dictionary, the noun spot has 11 definitions, the verb spot has 7, and the adjective has 1, all with several different shades of meaning.

Do you have any similar spots in your writing--that is, words that may challenge international readers? Or if you read English as a foreign language, which words or expressions are difficult for you? 

Lynn
Syntax Training

Recommended Guide: "Caps and Spelling"

I like to keep up with correct Canadian writing style and word usage. That may be because I live 110 miles--177 kilometres (Canadian spelling)--from the border, and I have clients in Vancouver and Calgary. Also, many Canadian readers check in here for advice and subscribe to my free monthly ezine, Better Writing at Work.

My latest reference book purchases are The Canadian Press Stylebook: A Guide for Writers and Editors, 16th Edition, and Caps and Spelling, 20th Edition, also published by Canadian Press. Although I have bought the stylebook before, Caps and Spelling is new to me, and I love it.

Test yourself: Which of these 12 items are rendered correctly, according to Canadian Press style? 

tweet

Twittering

email

ebook

e-zine

Eastern Canada

followup

fracking

zipline

moustache

pyjamas

skilful

Check again. According to Caps and Spelling, all but one are correct. Which one is wrong?

I would like e-zine to be wrong, since I prefer ezine. However, the incorrect item above is zipline. The correct rendering is zip line.

Which items surprised you? The word followup grabbed my attention. Caps and Spelling is my first--my first!--style guide to close up the term as an adjective and as a noun. Leave it to those progressive Canadian editors to take the leap! In truth, one of my American dictionaries lists followup as an option, but none of my style guides, until now.

If you write for a Canadian audience and want a straightforward, pocket-sized (if you have a large pocket) reference on Canadian spelling and capitalization, get Caps and Spelling. Because its purpose is to list rather than teach, the volume is streamlined and so efficient. I am happy to have finally learned about Caps and Spelling in its 20th edition.

It doesn't seem appropriate to say "Happy Thanksgiving!" in this blog post, since my Canadian friends celebrated their Thanksgiving on the second Monday in October (Caps and Spelling told me so). Nevertheless, I give thanks for all my blessings, and I wish a happy Thanksgiving--or simply a happy Thursday--to you!

Lynn
Syntax Training

Opening Sentences for Global Email

Readers have asked me to suggest opening sentences for emails that go to people around the world. The goal of these openers is to avoid coming across as blunt and impolite, especially in messages to people from cultures in which English is not the first language.

It is wise for people in the English-speaking business world to include a sentence of greeting rather than getting immediately into their business purpose when they write to people who expect and value such email courtesies.

Below are a few opening sentences for international email. Each one would come after a greeting such as "Dear Dr. Rivas" or "Hello, Osouf." You can use "I" or "We" depending on whether you are writing as an individual or as a representative of your group. 

1. We hope you are enjoying the season.
2. I hope all is well.
3. How are you? I hope you are healthy and happy.
4. I hope you are well.
5. I hope you are fine.
6. I trust you and your coworkers are fine.
7. I trust you are doing splendidly and enjoying the season.
8. We send you our best wishes.
9. I send you and your esteemed colleagues my warm wishes.
10. Greetings from all of us at _________ [fill in organization name]. 
11. Greetings from _____ [fill in a person's name] and me.
12. Greetings to you and your coworkers.
13. Best wishes to you and your family.
14. It is a pleasure to be in touch with you again.
15. It was a delight to see you in ____.
16. I hope you enjoyed your trip to ____.  
17. Welcome back to work! I hope you had a wonderful vacation.

If you correspond with business readers around the world, you can pay attention to the opening sentences they use, and respond similarly.

One popular opening sentence is "I hope this email finds you well." Although it is common at the beginning of business email, I recommend using a sentence that sounds more natural. To me, "I hope this email finds you" is awkward phrasing.

It is a good idea to vary your beginning sentence if you write to someone often. A repeated opening sentence could come across as a habit rather than a sincere sentiment.

I would enjoy your additions to the list above, along with your thoughts about polite opening sentences. Please share! 

Lynn
Syntax Training

New Year's Wishes for 2012

People from around the world have been writing to me in search of the correct wording for new year's messages to their English-speaking friends and associates. To help them, I have composed these brief messages as models. I hope you find them helpful.

Note to international readers: If the message says I, it is from one person. If it says we, it is from more than one person or from a business. When you change the subject from I to we (or we to I), the verb stays the same. (Example: "I wish" and "We wish" are both correct.)

Happy 2012! I wish you a new year filled with prosperity, joy, and contentment. [for anyone]

Happy 2012! I wish you a beautiful, magical new year! [for anyone]

On New Year's Day and every day, we wish you joy and fulfillment. Happy new year! [for anyone]

We wish you a new year filled with wonder, peace, and meaning. Happy 2012! [for anyone]

I hope you are blessed with delight, fulfillment, and peace in the new year. [for anyone, has a spiritual feeling]

I wish you a wonderful new year filled with abundance, joy, and treasured moments. May 2012 be your best year yet! [for anyone, especially a professional]

I hope 2012 is a year of great happiness and success for you. Have a wonderful new year! [for anyone, especially a professional]

We are grateful for our work with you in 2011, and we look forward to working together in the new year. Happy 2012! [for a client]

Thank you for being a customer at our ______________. [fill in a word or a phrase such as hair salon, restaurant, gym, health club, or store.] We look forward to serving you in 2012. We wish you peace, happiness, and abundant good health in the new year. [for a customer]

Thank you for staying with us. We wish you a beautiful new year filled with peace and gladness. We look forward to seeing you again in 2012. [for a hotel guest]

Thank you for your business in 2011. It has been a pleasure helping you reach your goals, and we look forward to serving you again in the new year. We wish you a prosperous and wonderful 2012! [for a customer or a client]

We are delighted to have you as a customer, and we look forward to serving you in the new year. Have a terrific 2012! [for a customer]

We wish you great happiness in your new home. Have a wonderful new year! [for someone who has moved]

We wish you abundant success and joy in your new location. Happy 2012! [for a business that has moved]

I am personally grateful to each one of you for your tremendous efforts, and I wish everyone a rewarding, joyous new year. I look forward to working with you in 2012. [to a group of employees and associates]

I appreciate your contribution to our success this year. I wish you peace, joy, and fulfillment in 2012. Happy new year! [for an individual employee or associate]

My examples are generic so that you can use them in a variety of situations. However, the more personalized your message is, the more sincere it will feel.

Happy 2012 to you, dear reader! I hope your new year is filled with joyful learning, abundant opportunity, and pleasure in all you do.

Lynn
Syntax Training

How Do You Like Your Holiday Cards?

Cathy wrote to me today, concerned about a possible change in how her team sends holiday greeting cards.

In the past they have purchased holiday cards, addressed them to a mailing list of customers and other important people, had everyone on the team sign them, and then mailed them through the US Postal Service.

This year they are considering sending e-cards wishing their customers and important contacts a happy 2012.

Although they can design a beautiful card, Cathy is worried that an emailed PDF will seem lazy compared to their past efforts. She also wonders how recipients will react when they see "Best Wishes for 2012!" or a similar greeting as the subject line.

What do you think as someone who receives holiday greetings? Would you prefer getting a printed card signed by the team in your mailbox? Or do you like e-cards in your inbox?

Please share your views. If you are comfortable doing so, please let us know whether your age is 20-30, 30-50, or 50+, along with the country in which you work.

I look forward to reading your comments--and so will Cathy!

Lynn
Syntax Training 

"Few" vs. "A Few": What a Difference an "A" Makes!

I recently worked on business writing with a manager from India who spoke several Indian languages as well as English. She made an error that I have since noticed in another Indian manager's writing, so I thought it was worth writing about here.

It involved using "few" when she meant "a few." Here are examples:

• I have had few conversations with my director.
• We have received few emails from the New York office.
• I heard from few close friends.
• We planned few demos for the customer.
• I recommend making few changes to the procedure.

The word "few" in those examples emphasizes the small number. For example, the sentences "I have had few conversations with my director" and "We have received few emails from the New York office" suggest a lack of communication. But that was not what the manager intended. She meant "I have had some conversations with my director" and "We have received some emails from the New York office." "Some" can be expressed with the phrase "a few"--but not with the word "few."

The sentence "I heard from few close friends" suggests that my close friends have abandoned me. But "I heard from a few close friends" suggests that a close circle of people have communicated with me.

Similarly, "We planned few demos for the customer" suggests that we don't care about the customer. Why else would we plan few demos? In contrast, "a few demos" sounds like good customer service.

"I recommend making few changes to the procedure" suggests that I like it the way it is. That's very different from "I recommend making a few changes," that is, "some changes."

If English is your second, third, fourth, or fifth language, remember this: "Few" means "not many"; it emphasizes the small number. "A few" means "some."

That little "a" makes a big difference.

Have you noticed this error in speech and writing? Please tell your story.

Lynn
Syntax Training

 

A Place for Two-Letter State Abbreviations

While reading an inflight travel magazine on my vacation, I came across an ad for a resort in Traverse City, MI. Do you recognize the abbreviation MI?

Is it Michigan, Minnesota, Mississippi, or Missouri? I am not familiar with Traverse City, so the ad kept me guessing. It wasn't until I had Internet access after the flight that I found the location of the resort.

The full-page ad had plenty of room to spell out Michigan on the same line with Traverse City. Why use MI and confuse potential customers?

See if you know which states in the U.S. these two-letter abbreviations represent:

  NE
  AL
  CO
  IA
  MA

You may have recognized them instantly, but many adults have spent more time reading email and text messages than noticing state abbreviations on envelopes. Like them, your international business readers may not easily recognize on that list Nebraska (not Nevada), Alabama (not Alaska), Colorado (not Connecticut), Iowa (not Indiana), and Massachusetts (not Maine or Maryland).

Customers seeking a restaurant, hotel, or business in Nevada don't want one in Nebraska, so be sure to make your location clear to potential customers and visitors by spelling out the state name.

The place for two-letter state abbreviations is on envelopes between the city and the zip code. They were created to fill that spot, and that is where they belong.

Guideline: In business writing and journalism, when you refer to a state in text (rather than a chart), always spell it out. That way, your reader will recognize Virginia right away rather than having to translate VA.

Guideline: In business writing, when you refer in text to a city-state combination, such as Orlando, Florida, spell out the state name if you follow the guidelines of The Chicago Manual of Style (Chicago) or The Gregg Reference Manual (Gregg). I strongly prefer the spelled-out style because it eliminates confusion about the name of the state.

However, if you are a journalist or business writer who follows The Associated Press Stylebook (AP), you will abbreviate the state using the traditional state abbreviations below. Some of them are the same as the two-letter postal abbreviations. However, notice that these abbreviations have periods, and in some the second letter of a two-letter abbreviation is lower case.

Ala.    Alabama
Ariz.   Arizona
Ark.    Arkansas
Calif.  California
Colo.  Colorado
Conn. Connecticut
Del.    Delaware
Fla.    Florida
Ga.    Georgia
Ill.     Illinois
Ind.    Indiana
Kan.   Kansas
Ky.     Kentucky
La.     Louisiana
Md.    Maryland
Mass. Massachusetts
Mich.  Michigan
Minn. Minnesota
Miss.  Mississippi
Mo.    Missouri
Mont. Montana
Neb.   Nebraska
N.H.   New Hampshire 
N.J.    New Jersey
N.M.   New Mexico
N.Y.   New York
N.C.   North Carolina
N.D.   North Dakota
Okla.  Oklahoma
Ore.   Oregon
Pa.     Pennsylvania
R.I.     Rhode Island
S.C.    South Carolina
S.D.    South Dakota
Tenn. Tennessee
Vt.     Vermont
Va.     Virginia
Wash.  Washington
W. Va. West Virginia
Wis.    Wisconsin
Wyo.   Wyoming
 
Did you notice the absence of a few states? Alaska, Hawaii, Idaho, Iowa, Maine, Ohio, Texas, and Utah are not abbreviated in AP style. Neither is the District of Columbia. Chicago abbreviates Texas as Tex.  

I bet you are wondering which style is preferred for slides, tables, and other places with limited space. Chicago prefers the two-letter postal abbreviations. AP and Gregg prefer the abbreviations listed above, but Gregg acknowledges the growing popularity of the two-letter postal versions. My Microsoft spelling and grammar checker flagged the abbreviations above, suggesting the two-letter postal versions.

When you need to abbreviate the names of Canadian provinces and territories, use the two-letter abbreviations of the Canada Post, which are appropriate in both English and French:

AB   Alberta
BC   British Columbia
MB   Manitoba
NB   New Brunswick
NL   Newfoundland and Labrador
NS   Nova Scotia
NT   Northwest Territories
NU   Nunavut
ON   Ontario
PE   Prince Edward Island
QC   Quebec
SK   Saskatchewan
YT   Yukon

To my mind, the only place for two-letter abbreviations of states, provinces, and territories is in addresses. I follow that principle so my readers will not be confused for a moment by MA, MO, CO, ON, OR or AK.

What rules do you follow for rendering the names of states, provinces, and territories?

Lynn
Syntax Training

Recognizing Words With No Plural Forms

I am working with an executive who speaks English as a second language, with Chinese as her first language. She was very surprised to learn that the words information, knowledge, and jewelry have no plural forms.

Would you join me in making a list of such words for her? I have started the list below, and I would appreciate your additions. Not one of my reference books has a list of nouns without plural forms. [Note added on January 20: Dala Beld suggested Googling "list uncountable nouns English," which gave me several lengthy lists. Thanks, Dala.]

These are called "mass nouns." I call them nouns that do not have a plural form in English.

Here is my list so far:

furniture
information
knowledge
jewelry
homework
marketing
livestock
education
courage
bravery
cowardice
greed
clarity
honesty
evidence
insurance
mud
weather
racism
sexism
patriotism (and the other -ism words)

I am certain my client will be grateful for your help, and so will I.  Ah--that statement made me think of another word: gratefulness!

Lynn
Syntax Training

Today Is 1/11/11--Or Is It?

In the United States, today is 1/11/11. In much of the rest of the world, it's 11/1/11.

That difference is enough to argue against using numbers alone. Although all those 1s look terrific together, numbers alone can't communicate with the clarity of words, especially if you have clients, employees, or business partners around the world.

So, to be clear:

Today is January 11, 2011, or 11 January 2011.

Do you agree?

Lynn
Syntax Training