Five Ways to Clear Up Fuzzy Writing

When writing is fuzzy, perfectly clear ideas come across as vague, illogical, or ambiguous. Don’t let fuzzy writing undermine your brilliant ideas! Great ideas deserve clear expression. Avoid the five don’ts below to communicate clearly with your audience.

1. Don’t use this alone. When the word this stands alone, readers are forced to ask “This what?”

Fuzzy example:

• When I wrote the report, I was not aware the driver had left the scene of a serious accident. This has created an unfortunate situation. 

This what has created an unfortunate situation? This lack of awareness? This incomplete report? This driver behavior? The word this leaves the reader guessing. To eliminate fuzzy writing, follow the word this with a noun or a noun phrase that clarifies your meaning. Avoid “This is,” “This means,” and similar constructions.

2. Don’t use i.e. and e.g. Before you read on, define i.e. and e.g. What does each Latin abbreviation mean? If you ask any group of 10 people the meaning of i.e. and e.g., you will get several incorrect explanations for each abbreviation.

Fuzzy example:

• We recommend that the group focus on just one area of interest, i.e., sustainability.

Which of these meanings does the writer intend?

• We recommend that the group focus on just one area of interest, that is, sustainability.
• We recommend that the group focus on just one area of interest, for example, sustainability.

I.e. means “that is.” E.g. means “for example.” But because many people use the abbreviations incorrectly, using them at all is risky. To be clear, use “that is” and “for example.”

3. Don’t let phrases flap in the wind. Tie phrases to the right place in your sentence.

Fuzzy example:

• Julia is working on a final marketing plan. She will send it to you to edit by Feb. 1.

Who is doing what by Feb. 1?

Use this version if Julia will send the plan by Feb. 1:

• Julia is working on a final marketing plan. She will send it to you by Feb. 1 so that you can edit it.

Use this version if the reader will edit the plan by Feb. 1:

• Julia is working on a final marketing plan, which she will send you. Please edit it by Feb. 1.

To recognize when phrases are flapping in the wind, let your writing sit for at least an hour (overnight is better) before proofreading it. A fresh review of your work will help you see fuzzy constructions.

4. Don’t mix singulars and plurals when using pronouns. To clear up your writing, make sure each they, their, our, or other plural pronoun refers to a plural word. If it doesn’t, rewrite the sentence. Such rewriting is easier than you may think.

Fuzzy example:

• There is a guidebook at each guest’s table. They include the itinerary.

What is they? The plural pronoun they must refer to a plural word, yet the sentence includes no plural nouns.

Clear versions:

• There is a guidebook at each guest’s table. The guidebook includes the itinerary.
•  There is a guidebook, which includes the itinerary, at each guest’s table.

 

Fuzzy example:

• ABC Company is committed to exceeding our customers’ expectations.

Our? If ABC Company is singular and takes the singular verb is, to whom does the plural pronoun our refer?

Clear versions:

• At ABC Company we are committed to exceeding our customers’ expectations.
• ABC Company is committed to exceeding its customers’ expectations.
• ABC Company is committed to exceeding customer expectations.

To write clearly and correctly about your company, decide how you will refer to it—for example, as it or we—and then be consistent.

5. Don’t use vague words and phrases. Vague words and phrases make even the clearest ideas fuzzy.

Fuzzy examples:

• We may have a number of possible ways to solve the problem.
• I would like your response in a timely manner.

Clear versions: 

• We have three ways to solve the problem.
• I need your response by February 20.

Although your primary readers may understand fuzzy writing because they know the context, your secondary (pass-it-on) readers will wonder what you mean. Defuzz for them. Observe the don’ts above to ensure crisp, clear writing for everyone.

Please add your suggestions. I am traveling in Cuba and not accessing the internet, but I look forward to reading your comments when I return. 

Lynn
Syntax Training

Five Ways to Clear Up Fuzzy Writing

When writing is fuzzy, perfectly clear ideas come across as vague, illogical, or ambiguous. Don’t let fuzzy writing undermine your brilliant ideas! Great ideas deserve clear expression. Avoid the five don’ts below to communicate clearly with your audience.

1. Don’t use this alone. When the word this stands alone, readers are forced to ask “This what?”

Fuzzy example:

• When I wrote the report, I was not aware the driver had left the scene of a serious accident. This has created an unfortunate situation. 

This what has created an unfortunate situation? This lack of awareness? This incomplete report? This driver behavior? The word this leaves the reader guessing. To eliminate fuzzy writing, follow the word this with a noun or a noun phrase that clarifies your meaning. Avoid “This is,” “This means,” and similar constructions.

2. Don’t use i.e. and e.g. Before you read on, define i.e. and e.g. What does each Latin abbreviation mean? If you ask any group of 10 people the meaning of i.e. and e.g., you will get several incorrect explanations for each abbreviation.

Fuzzy example:

• We recommend that the group focus on just one area of interest, i.e., sustainability.

Which of these meanings does the writer intend?

• We recommend that the group focus on just one area of interest, that is, sustainability.
• We recommend that the group focus on just one area of interest, for example, sustainability.

I.e. means “that is.” E.g. means “for example.” But because many people use the abbreviations incorrectly, using them at all is risky. To be clear, use “that is” and “for example.”

3. Don’t let phrases flap in the wind. Tie phrases to the right place in your sentence.

Fuzzy example:

• Julia is working on a final marketing plan. She will send it to you to edit by Feb. 1.

Who is doing what by Feb. 1?

Use this version if Julia will send the plan by Feb. 1:

• Julia is working on a final marketing plan. She will send it to you by Feb. 1 so that you can edit it.

Use this version if the reader will edit the plan by Feb. 1:

• Julia is working on a final marketing plan, which she will send you. Please edit it by Feb. 1.

To recognize when phrases are flapping in the wind, let your writing sit for at least an hour (overnight is better) before proofreading it. A fresh review of your work will help you see fuzzy constructions.

4. Don’t mix singulars and plurals when using pronouns. To clear up your writing, make sure each they, their, our, or other plural pronoun refers to a plural word. If it doesn’t, rewrite the sentence. Such rewriting is easier than you may think.

Fuzzy example:

• There is a guidebook at each guest’s table. They include the itinerary.

What is they? The plural pronoun they must refer to a plural word, yet the sentence includes no plural nouns.

Clear versions:

• There is a guidebook at each guest’s table. The guidebook includes the itinerary.
•  There is a guidebook, which includes the itinerary, at each guest’s table.

 

Fuzzy example:

• ABC Company is committed to exceeding our customers’ expectations.

Our? If ABC Company is singular and takes the singular verb is, to whom does the plural pronoun our refer?

Clear versions:

• At ABC Company we are committed to exceeding our customers’ expectations.
• ABC Company is committed to exceeding its customers’ expectations.
• ABC Company is committed to exceeding customer expectations.

To write clearly and correctly about your company, decide how you will refer to it—for example, as it or we—and then be consistent.

5. Don’t use vague words and phrases. Vague words and phrases make even the clearest ideas fuzzy.

Fuzzy examples:

• We may have a number of possible ways to solve the problem.
• I would like your response in a timely manner.

Clear versions: 

• We have three ways to solve the problem.
• I need your response by February 20.

Although your primary readers may understand fuzzy writing because they know the context, your secondary (pass-it-on) readers will wonder what you mean. Defuzz for them. Observe the don’ts above to ensure crisp, clear writing for everyone.

Please add your suggestions. I am traveling in Cuba and not accessing the internet, but I look forward to reading your comments when I return. 

Lynn
Syntax Training

Incarcerated but Not Hyphenated

I received an invitation to a professional meeting focused on hiring "formerly-incarcerated talent (FIT)." FIT--that's a catchy acronym.  

But what caught my attention more was the unnecessary use of the hyphen. Did you notice it? These are formerly incarcerated (not hyphenated) individuals. 

Here's the rule: Do not use a hyphen with a modifier that includes an -ly adverb and a participle or an adjective. If that's too much grammar talk for you, the important part of the rule is the -ly adverb. 

These are correct examples:

highly paid executive (-ly adverb and participle) 

fully vested employee (-ly adverb and participle) 

perfectly prepared meal (-ly adverb and participle) 

tightly woven knit (-ly adverb and participle) 

heavily guarded compound (-ly adverb and participle) 

overly enthusiastic response (-ly adverb and adjective) 

barely affordable rent (-ly adverb and adjective) 

uniquely talented candidate (-ly adverb and adjective) 

mildly amusing joke (-ly adverb and adjective) 

formerly incarcerated talent (-ly adverb and participle) 

When you use such a structure, you can confidently leave out the hyphen.

 

But be sure your -ly word is an adverb. These no-adverb phrases are correct with a hyphen:

family-friendly entertainment (family = noun)

jelly-like consistency (jelly = noun)

mealy-mouthed apology (mealy = adjective) 

early-access pass (early = adjective) 

assembly-line process (assembly = adjective) 

 

For more tips on when to use and when to omit hyphens, check out these past posts:

Understanding Dashes and Hyphens

Re-Elect or Reelect? Pre-Existing or Preexisting?

A Sales Flyer in Need of Hyphens

Your Gluten-Free (Gluten Free?) Recipe

Capitalizing Hyphenated Words in Titles

A Well-Known Problem: Hyphens With "Well" Words

To master hyphens and other punctuation, take my online self-study course Punctuation for Professionals. 

Lynn
Syntax Training 

Top Grammatical Error of 2018--Do You Avoid It?

When a newspaper makes the mistake on the front page of the sports section, you know an error has spread. The writer, copyeditor, and proofreader all missed it. Can you recognize it? 

When I saw that error in a Seattle TImes headline, I cringed, but I wasn't surprised. Just a couple of nights earlier, I had heard a pundit on a talk show use the same incorrect verb phrase: have came. 

Here's the problem: Came is a past tense verb. But when you use a helping verb such as has, have, or had (or variations such as could have, will have, etc.), you need the past participle form: come. The headline should have read "may have come of age." 

To avoid mistakes like that one, you need to know your past tense and past participle verb forms. And you probably do. But there are a few tricky ones that I have sprinkled into the test below. 

Fill in the blanks below with the correct verb forms. Then compare your answers with mine. 

Example: Verb=go. I had ______ to lunch before I realized you needed the report right away. (The blank needs the verb form gone.) 

1. Verb=write. Has anyone _____ to Dr. Crabbe about the system?
   
   
2. Verb=run. No one knew that Dale Richards had _____ for City Council.
   
   
3. Verb=swim. Katy has _____ this race several times before. 
   
   
4. Verb=lend. This morning the bank _____ Diane’s business $25,000.
   
   
5. Verb=begin. The program has already _____.
   
   
6. Verb=take. Has Reetha _____ the bar exam yet? 
   
   
7. Verb=lead. The teacher already  _____ the students in singing the national anthem.
   
   
8. Verb=drive. Naomi has _____ from Chicago to Philadelphia before. 
   
   
9. Verb=see. Has Pablo _____ a specialist about the pain in his arm?
   
   
10. Verb=choose. Tisha has already _____ the colors for the logo.
    
    
11. Verb=buy. Ask Gina where she has _____ the lanyards in the past.  
    
    
12. Verb=come. Our team has _____ from behind many times. 
    
    
13. Verb=ride. Rob _____ his bike every day last week. 
    
    
14. Verb=lie (recline). I should not have _____ in the sun so long. 
    
    
15. Verb=forecast. The team _____ this problem last year. 

 

My answers, based on Merriam-Webster's Collegiate Dictionary: 

1. Verb=write. Has anyone written to Dr. Crabbe about the system?
   
   
2. Verb=run. No one knew that Dale Richards had run for City Council.
   
   
3. Verb=swim. Katy has swum this race several times before. 
   
   
4. Verb=lend. This morning the bank lent Diane’s business $25,000.
   
   
5. Verb=begin. The program has already begun.
   
   
6. Verb=take. Has Reetha taken the bar exam yet? 
   
   
7. Verb=lead. The teacher already led the students in singing the national anthem.
   
   
8. Verb=drive. Naomi has driven from Chicago to Philadelphia before. 
   
   
9. Verb=see. Has Pablo seen a specialist about the pain in his arm?
   
   
10. Verb=choose. Tisha has already chosen the colors for the logo.
    
    
11. Verb=buy. Ask Gina where she has bought the lanyards in the past.  
    
    
12. Verb=come. Our team has come from behind many times. 
    
    
13. Verb=ride. Rob rode his bike every day last week. 
    
    
14. Verb=lie (recline). I should not have lain in the sun so long. 
    
    
15. Verb=forecast. The team forecast or forecasted this problem last year. 

 

If you need to confirm a past tense or past participle verb form, use a dictionary. It will show you both forms in addition to the -ing form. If it shows just one past tense form, then the past tense and past participle are the same. 

Here you can see that lay is the correct past tense of lie, lain is the correct past participle, and the -ing form is lying. 

Which verbs fooled you?

I wish you an error-free 2019!

Lynn
Syntax Training

Simple, No-Cost Gifts to Give

In many parts of the world, December is a month of giving gifts. On the job, you can give simple gifts this month and every day of the year with very little effort and no cost. Like the smile that costs nothing and gives a lot, these five gifts involve communication.
 
1. Use names. In many groups, people pick a name from a hat and give a gift to the person whose name they have picked. But it's easy to choose many names and to use them--that is, to use people's names when communicating with them. Based on what I have learned teaching thousands of people, I estimate that 98% of us appreciate being addressed by name and wish it happened more often. The other 2% say, "They only use my name when they want something, so I'd rather they didn't."  

2. Don't swap gifts--swap chairs. Figuratively that is. In your mind, sit in the other person's chair and recognize what simple thing that individual needs to get the job done more efficiently and easily. Then give that gift.

For instance, you might figuratively swap chairs with the person who takes notes at your meetings. Let's say your meetings include lots of people discussing complex ideas in person and by phone. Sitting in that person's chair, you might realize the note taker needs the agenda, list of attendees, slides, and handouts before the meeting to get ready for it--not during or afterwards, as you had assumed.  

3. Make your gift personal. At nearly every desk, lab bench, workstation, and drawing table, there's a human heart beating. Connect with that human being by saying and writing "Thank you," "Congratulations!" "I'm sorry," and "You have my sympathy on your loss." These messages take little time, yet their positive impact lasts far longer than a poinsettia plant.  
 
4. Give the gift of acceptance. Recognize that people communicate differently. Some focus on feelings; others, on strategy. Some compose elegant memos; others poke out quick text messages. Your manager tells stories; your supervisor sends spreadsheets. Accept that we have different gifts and styles and that there are many ways of communicating.  
 
5. Forgive. One of the least costly and most valuable gifts is forgiveness. In this season of generosity, forgive the people whose writing and communication style most irritate you. Forgive the customers and their rambling voicemails. Forgive the team member and his angry email. Forgive the abrupt project manager, the submissive meeting leader, and the prickly administrative assistant. Then forgive yourself for the mistakes you've made, rename them "learning experiences," and look forward to 2019.

Do you have other simple gifts to recommend? Please share them. 

Lynn
Syntax Training

Another Sign for You to Proofread

My friend Eric W. sent me a sign that needs your proofreading eye. What would you change?

 

Please share your recommendations in a comment. 

If your company or organization has a sign-making department, suggest that one of its team members take my online course Proofread Like a Pro. 

Lynn
Syntax Training 

 

Take Time to Think Inside the Box

My daughter enjoyed an attraction called Enchant Christmas, which is currently in Seattle. I thought I'd like to go too, so I checked out the website on my phone.  

I was surprised that Enchant was also being offered in Arlington, a city just 47 miles north of Seattle. I scrolled through the website and saw that the Arlington venue was pretty much the same as Seattle's. Then I let some friends who live north of Seattle know about it, thinking they'd have fun at the Arlington attraction. 

Cue my embarrassment: My friend KC said, "I haven't heard about it. I think maybe it's in Arlington, Virginia." We researched further. It turns out it's in Arlington, Texas.

Checking to see whether I had lost my mind, I went back—on my phone—to the website. Not until I had clicked through to buy tickets and chosen the date and time of my visit did the site mention Texas or any other geographical hint to place me in a particular Arlington. Yet 21 cities and towns in the United States go by that name. 

Thinking inside the box means thinking from the reader's viewpoint—from the reader's box, let's say—and that includes considering how the reader is accessing your information. On my desktop computer, I see a Texas reference quickly on the Enchant Christmas website. But on my phone, it doesn't appear.

Thinking inside the box includes answering your reader's questions, not just sharing the information you want to share. For example, one reader question is "Which Arlington?"

Yesterday's New York Times travel section featured an article titled "A Wintry Crossroads." Its pull-quote reads "Georgia has nice slopes, dependable snow and hearty food but only a nascent tourism industry." Georgia? Dependable snow? Ah, I see. The country—not the state—of Georgia was the subject of the article. But it took some reading to figure that out, unless you read the photo caption first. It began, "The slopes in Gudauri, Georgia." 

How can you think inside the reader's box? Here are a few ways:

1. Imagine you are talking with the reader. What would that person ask? Probably things like what, why, where, when, who, etc., but with more detail. For example: What's this about? Why the change? Where should I park? When does it open? Who is my contact?
2. After you write a piece, have a sample reader review it, someone who's not an insider like you. For instance, if you are in Medical Billing, have someone who's in Safety read your letter. Does that individual understand your terminology and message? 
3. Take time between writing and reviewing your pieces. Reading your work with a fresh eye tomorrow may make it obvious that a piece is confusing or incomplete.  

Creators of in-flight magazine advertisements often forget about the reader's perspective. I see ads for restaurants, hotels, and attractions I'd love to visit, but nowhere on the page does the location appear. This blog post shares my doubts about a resort in Traverse City, MI. I had to review my knowledge of postal abbreviations to recognize whether Traverse City was in Mississippi, Michigan, Missouri, or Minnesota. 

You may be wondering how much ignorance you need to anticipate. Wouldn't most readers of The New York Times immediately know the article was about Georgia, the country? (Yes, perhaps.) Doesn't everyone know that MI is the abbreviation for Michigan? (Definitely not.) Wouldn't most people assume Arlington is in Texas? (No way.) Talking with your colleagues and members of your reading audience can help you answer those questions. 

Enough about using your creativity to think outside the box. Use your logic to think inside the box to meet your reader's needs. 

Have you been frustrated or confused by missing information? Please share your example. 

Skill development: If you would like to anticipate and meet your reader's needs more consistently, take my Business Writing Tune-Up course online. 

Lynn
Syntax Training 

Three Quests for Errors

Are you feeling smart and alert today? Test yourself in the three short passages below. Each "Error Quest" has just one error. Find and correct it. 

 

Error Quest 1:

Since you asked, this is RoAnn's and my suggestion: We believe that we should use the word programs rather than tracks. Programs fits better with our offerings and tracks might confuse people on the environmental side of the business.

 

Error Quest 2:

As you know, both Damian and Patrick transferred out of the department, so we are in unchartered territory. We have never before had to operate without at least one supervisor. We are gradually developing confidence in our decision-making skills, but it hasn't been easy. 

 

Error Quest 3:

Thank you for doing the meeting notes so quickly. I have just one possible correction: I believe it was Mirza who volunteered to write the article-not Mark. Mark said he would review Mirza's work. Does that sound familiar to you?

 

 

 

 

 

 

 

 

How did you do? Did you find one error in each passage? Before scrolling down to compare your ideas with mine, check to see whether you found the same type of error I found:

• Error Quest 1 has a punctuation error.
• Error Quest 2 has an incorrect word.
• Error Quest 3 has another punctuation problem.

 

 

 

 

 

 

In Error Quest 1 the last sentence needs a comma between its two independent clauses:

Programs fits better with our offerings, and tracks might confuse people on the environmental side of the business.

Anytime you connect two independent clauses (sentences) with the conjunction and, but, or, nor, for, yet or so, you need a comma before the conjunction. 

 

In Error Quest 2 the territory is uncharted--not unchartered. Uncharted means there is no map, or chart, for it. 

 

In Error Quest 3 the hyphen should be a dash, like this:

It was Mirza who volunteered to write the article--not Mark.

OR: It was Mirza who volunteered to write the article -- not Mark.  

OR: It was Mirza who volunteered to write the article—not Mark. 

OR: It was Mirza who volunteered to write the article — not Mark. 

Your software may change the two-hyphen dash (--) into an em dash (—). And some style manuals recommend inserting a space before and after an em dash. 

 

Would you like more practice finding errors? Try five more Error Quests. Then get my entire booklet (printed or interactive PDF) of 50 Error Quests.

Or consider taking a punctuation or a proofreading course. My Punctuation for Professionals and Proofread Like a Pro are available as online self-study courses.  

Did you find any other errors in the three passages or in this blog post? Let's discuss them!

Lynn
Syntax Training

Are You Envious--or Jealous?

Envious? Jealous? Do you use these words interchangeably? Or do you make a distinction between them? Test your understanding by filling in these blanks: 

1. I am _______________ of my neighbors' gorgeous backyard. 
2. Rob feels _______________ when he sees Carlos talking to their new supervisor so often, especially when both of them are laughing. 
3. Natalie feels _______________ when she sees her friends' upbeat Facebook posts. 
4. Some older workers are _______________ of retirees who appear to have a comfortable, carefree retirement. 
5. David is _______________ that his parents seem to prefer his wife's company to his. 
6. Our toddler is very _______________ of the new baby. 

 

Thinking about the woman standing in this photo, which word might apply? Envy or jealousy? 

 

 

Careful careful writers distinguish between the words jealous and envious, jealousy and envy. The Chicago Manual of Style describes the differences this way:

Jealousy connotes feelings of resentment toward another, particularly in matters relating to an intimate relationship (sexual jealousy). Envy refers to coveting another's advantages, possessions, or abilities [example]: his transparent envy of others' successes. 

 

According to Garner's Modern English Usage:

Jealousy is properly restricted to contexts involving emotional rivalry, especially regarding the sex instinct; envy is used more broadly of resentful contemplation of a more fortunate person. 

 

Given those definitions, will you change your mind about any of the fill-ins above?

 

 

 

 

 

Here are my responses:

1. I am envious of my neighbors' gorgeous backyard. 
2. Rob feels jealous when he sees Carlos talking to their new supervisor so often, especially when both of them are laughing. 
3. Natalie feels envious when she sees her friends' upbeat Facebook posts. 
4. Some older workers are envious of retirees who appear to have a comfortable, carefree retirement. 
5. David is jealous that his parents seem to prefer his wife's company to his. 
6. Our toddler is very jealous of the new baby. 

Although Items 2, 5, and 6 do not involve sexual relationships, they all involve relationships or possible rivalries. That's why I chose jealous. Do you agree? 

The word you choose for the photograph above depends on what you read into it. The woman with one rose may be envious that the seated woman received a bouquet. Or she may be jealous that the seated woman received flowers from that man. Or she may simply be thinking about where she might find a bud vase in the office. 

Your dictionary may offer envious as a synonym for jealous, but it's a good idea to use the words in distinct ways, especially if you are writing for a sophisticated audience. 

I wrote this blog post because I needed to use the correct word in a post last month, and I had to check my style guides to be certain. Which word do you think I ended up using, envious or jealous?

If you have a sophisticated contact management system that helps you track your communications, I'm ___________. 

You might like a copy of my booklet 60 Quick Word Fixes. It can help you choose the correct word in 60 confusing word pairs.

Lynn
Syntax Training

An Unimpressive Message From My Dentist

I want the best in dentistry--not business writing--from my dentist. But I'm still disappointed when I receive a pointless, error-filled email like the one below. In it, I have changed the name of the dental practice to "Your Favorite Dentist." Otherwise, it's identical to the email I received. What do you think of it?

 

Subject: Your Favorite Dentist -- Updated Hours 

Starting Monday, November 5th, we'll be making some minor changes to our hours. If this effects your upcoming appointment, we'll give you a call.

Thanks for being a patient at Your Favorite Dentist, we look forward to seeing you soon!

 

What's wrong with the email? Read it again if you haven't found problems yet. Then consider my comments below. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

First, the message disappoints me. The subject promises Updated Hours, but there is no information about them. 

Second, I don't have an upcoming appointment. Why did I receive this message? Why not send a clearer message to patients who do have appointments? Or simply call them, as the email states. If my dentist wants the rest of us to know about the new hours, the solution is to send us a message that includes them. 

Third, four errors may distract readers. See whether you can find them. 

 

 

 

 

 

 

 

 

 

 

 

 

 

1. The date should be rendered as Monday, November 5--not Monday, November 5th. Every style manual follows this rule except The New Yorker's. 
2. In the second sentence, the word this is wrong. It doesn't refer to anything in the previous sentence. "These changes" would be correct.
3. In the second sentence, the verb should be affects--not effects. Effects as a verb means "brings about."
4. The last sentence is a run-on, that is, two sentences connected incorrectly. 

 

Beyond those problems, the wording is unclear. "Starting Monday, November 5th, we'll be making some minor changes to our hours" suggests that the changes will be ongoing. This wording is clearer: Starting Monday, November 5, our hours will change slightly. 

 

My dentist's skills in dentistry have earned my confidence and commitment as a patient. Yet I hope the messages I get from the administrative team don't make me grind my teeth. 

 

How did you react to my dentist's email? Did it remind you of any messages you receive? 

Lynn
Syntax Training 

 

 

Personal, Tangible Greetings: Why and When to Send Them

When is the last time you sent a card or note to a business associate? If it's that long, read on for a nudge and some inspiration.

The Case for Tangible Messages
Thousands of unread messages fill my email inbox, and more drop in by the minute. My response: Delete. Delete. Delete. Messages from friends and associates have to compete with L.L. Bean and Claire McCaskill for my attention, and sometimes I overlook them. Facebook messages have the same fate.

In contrast, my husband, Michael, called out to me a moment ago: "Just junk mail." That's what he found in our U.S. mailbox. 

It would have delighted me to receive a personal, tangible greeting today from a friend, relative, or business associate. I would have left this computer and gone to find out which thoughtful person had sent me what.

That delight is the reason to send such greetings. People--even tech-absorbed millennials--enjoy getting personal messages. According to an April 2018 U.S. Postal Survey, 75 percent of responding millennials said that receiving personal mail makes them feel special.

It can also feel good to send personal messages. In a recent New York Times article, "We Could All Use a Little Snail Mail Right Now," author Susan Shain cites a study in which a professor found that his students who wrote "letters of gratitude" experienced "higher levels of happiness and life satisfaction" with each letter.

Back in 2009 I wrote a short blog post, The Power of a Personal Note, and the note's power has only increased with the shrinking number of personal messages. According to Susan Shain, U.S. households receive just 10 pieces of personal mail each year, not counting holiday cards and invitations. 

What makes personal greetings special is not only their rarity, but the obvious effort that goes into them. Rather than just a few quick clicks on a device, they require a card or stationery, an envelope, a pen, a mailing address, and a stamp, along with a handwritten message--or at least a signature--and a trip to a mailbox. 

When to Send Them
Below are some of the many occasions to send handwritten notes and cards to your business associates and others. See whether you can find one to act on this week.

• Birthdays
• Work anniversaries, personal anniversaries (both joyous and sad) 
• Death of a friend, a family member, or a pet
• Congratulations: for school acceptance, graduation (check your calendar in May, August, and December for possible graduations), passing an exam, a new job, a new business, a new client, a promotion, retirement, writing, publishing, making a presentation, winning a prize, becoming a citizen, getting ordained, getting good PR, engagement, marriage, new baby, another baby, new home, second home, etc. 
• Illnesses, operations, convalescences
• Thank-yous: for gifts, opportunities, meals, advice, interviews, job offers, thoughtfulness, helpfulness; for providing a service, buying a product, making your day, teaching a great course, exceeding your expectations, consistently meeting your expectations, being a special pleasure to work with, etc.
• Holidays: Thanksgiving, Christmas, Chanukah, New Year's Day, etc. 
• Positive updates: on your job search, career change, health issues, etc. 
• Meeting follow-ups: after conferences and networking occasions (these are typically by email, but a tangible card makes a great impression)
• No occasion at all--just because you have been thinking of someone

 

How to Turn When Into Often
If you want to send an occasional handwritten greeting, just do it! But if you'd like to make sending personal, tangible messages an enjoyable habit, gather supplies and use a toolbox to hold them. I began with an accordion-file folder of cards separated by labeled dividers, but many years ago a decorative wooden box, a gift from my husband, replaced it. The box includes a pen, postage stamps, and cards for many occasions. 

 

When I need a printed thank-you, birthday, get-well, congratulations, or sympathy card, I just walk over to my toolbox. I also have many blank cards, that is, cards without a greeting that I can use whenever I want to remember someone with a short note. Some are art cards from galleries; others are my own photo cards of flowers, landscapes, etc. A luxurious, plain notecard can be right for professional messages too.

You don't need a fancy wooden box, of course. An accordion-file folder in your filing cabinet, or a cardboard or plastic storage box that fits on your bookshelf can work fine. Just fill it with stamps and cards as you find them. 

Contact Information--In a given situation, all you need is the address of the person you want to reach. But having a complete contact list makes the habit of sending cards and greetings easier.

If you have a sophisticated contact management system that helps you track your communications, I'm envious. I have a Word document that includes all my clients' physical mailing addresses (and other documents for other groups of people). Typically at the end of each year, I update the document before sending out new year's cards. 

 

Calendar System--When you remember their birthdays, anniversaries, and other special occasions, people will be touched by your thoughtfulness. But it's challenging to actually remember such occasions, especially as your list of contacts grows. That's why you need a system that "remembers" them. 

Add special occasions to an electronic or a paper calendar. Microsoft Outlook makes annual reminders easy: You just set the recurrence of an event as annual, and it appears each year on your calendar. The appointment reminder on my Android phone does the same, but it requires more of an effort to get it to remind me a few days in advance. And your appointments may not transfer when you get a new phone. 

To use a paper calendar, you normally need to sit down around each New Year's Day, and add special occasions to your new annual calendar. I had a friend who used to have a party for that purpose--everyone brought a calendar and celebrated the new year while updating calendars together. Very social and retro. 

 

Last week I sent a long thank-you letter and card to an old friend who is ill. I told him how much I appreciated him and what a difference he had made in my personal and professional life. I feel great having let him know how much he means to me. 

The personal, tangible message--how do you feel about it? If you have tips and observations, please share them. 

My book Business Writing With Heart shares detailed advice and examples of thank-yous, sympathy messages, holiday greetings, and more.

Lynn
Syntax Training