Business Writing

Do Graduates, Brides, and Grooms Write Thank-Yous?

It's the season of graduations and weddings, wonderful opportunities to celebrate graduates' accomplishments and individuals' commitments to one another. If you are a recent or soon-to-be bride, groom, or graduate, congratulations! Life is just beginning for you in many ways. One of the ways people celebrate your new life is... Read more →

10 Etiquette Tips for Business Text Messages

Texting customers, colleagues, clients, and others is mainstream business behavior. But with regular use, there can be abuse. Don’t text just because you can. Text because people want or need to hear from you, and make the messages convenient for them—not just for yourself. Review the 10 tips below, and... Read more →

Be Nice and Make Less Work for Your Reader

The other day at my health club I asked an employee what time the bank parking lot was available for club members' use. I knew I could use the bank lot when the bank closed, but I wasn't sure what time that was. The employee responded, "You'll have to ask... Read more →

How to Write When You Can't Change Things

I led a class for a group of writers who respond to citizen complaints about airplane noise. The writers cannot make the planes quieter, and they can't make them go away. What can they do? They can respond in ways that help citizens feel heard and helped. When you can't... Read more →

I'm Sorry You . . . Did It to Yourself

The other day I participated in an online chat about cats being allowed to roam free in our neighborhood. Opinions for and against piled up minute by minute, with some people expressing strong views. Reading the comments, I noticed this one: I'm sorry you were offended by my tone. The... Read more →

Let Me Sell You Some Assisted Living

Last week I went with two friends to visit an assisted living facility they were considering for their mother. A warm, welcoming man shook hands with us and led us into his office. As we entered, I noticed the door plate. It said Sales and Marketing. We were not there... Read more →

How to Unintentionally Diminish Others

The other day I met my friend Barb for lunch. She arrived at the restaurant first, and the server asked, “Just one?” Barb often eats out alone, and she frowns when she hears that question. This time she replied, “Here is where I should have a snappy comeback, but I... Read more →

What's Wrong With This Complimentary Close?

Today I received an unsolicited email with this as the close: Can you identify what's wrong with it? Think about what you would change before scrolling down to my ideas. I'd change several things. But what's definitely wrong is the capitalization. Only the first word of the complimentary close should... Read more →

Is Your Writing Too Abrupt?

You work against deadlines. Often you have to write quickly, even when the message is complex and somewhat delicate. It’s not surprising that you occasionally come across as abrupt when you thought you were being efficient. This problem is especially true in email. For the past few weeks, I've been... Read more →

Leave a Note to Surprise and Delight Customers

I received a delightful note when I found my seat at the Arena Stage Theater in Washington, D.C., last week. I was on vacation and visiting the theater for the first time. An envelope addressed to Ms. Lynn Gaertner-Johnston lay propped on my upturned seat. Inside it were two small... Read more →