Writing for your business in plain English QDT Management Consultants Making Management Easier www.qdt.com.au

Business English —best practice Active voice Short sentences Bullets and numbers Simple words Verbs not nouns

Active voice

Short sentences

Bullets and numbers

Simple words

Verbs not nouns

What is the problem? It takes time to read. Time is money. If your message doesn’t arrive, you lose. Everybody wants quick access to information

It takes time to read. Time is money.

If your message doesn’t arrive, you lose.

Everybody wants quick access to information

What is the solution? Know your audience. Use plain English. Structure your information for easy reading.

Know your audience.

Use plain English.

Structure your information for easy reading.

Knowing your audience Understand: Context Viewpoints Skills Use tools: Personas Scenarios

Understand:

Context

Viewpoints

Skills

Use tools:

Personas

Scenarios

Plain English Everyday words Short sentences Active voice and writing personally Same words each time No synonyms Same word pattern Clear meaning

Everyday words

Short sentences

Active voice and writing personally

Same words each time

No synonyms

Same word pattern

Clear meaning

Structure Chunking—the 7±2 rule People only cope with about 7 things at a time. People learn by grouping things into chunks. Tables Headings Bullets and numbers

Chunking—the 7±2 rule

People only cope with about 7 things at a time.

People learn by grouping things into chunks.

Tables

Headings

Bullets and numbers

Knowing your audience

Knowing your audience—context In what context will they read the information? Motivation? Pressure or distractions? Other information available? Access to experts for help?

In what context will they read the information?

Motivation?

Pressure or distractions?

Other information available?

Access to experts for help?

Knowing your audience—viewpoints What is the viewpoint of your audience? Confident? Caring about detail Willing to use initiative? Potentially hostile?

What is the viewpoint of your audience?

Confident?

Caring about detail

Willing to use initiative?

Potentially hostile?

Knowing your audience—skills What do they know already? What detail do you need? Is it OK to use jargon? What is their reading age? Do you have to use REALLY simple language?

What do they know already?

What detail do you need?

Is it OK to use jargon?

What is their reading age?

Do you have to use REALLY simple language?

Knowing your audience—tools Personas Create imaginary people who are your typical audience members. Make them ‘real’ —create a past, present and future for them. Scenarios Create imaginary situations for your personas and make them ‘real’.

Personas

Create imaginary people who are your typical audience members.

Make them ‘real’ —create a past, present and future for them.

Scenarios

Create imaginary situations for your personas and make them ‘real’.

Knowing the audience—examples Directions around your suburb With residents you can say “Go to the hospital”. Industry jargon—use it when needed. neoplasm (to doctors) tumour (to other people)

Directions around your suburb

With residents you can say “Go to the hospital”.

Industry jargon—use it when needed.

neoplasm (to doctors)

tumour (to other people)

Knowing the audience—examples Absolute location ‘ Melways’ Map 30, A7 Third shop along Mitchell St from the High St corner (partly relative) Relative location Take the third turn left and then the second turn right.

Absolute location

‘ Melways’ Map 30, A7

Third shop along Mitchell St from the High St corner (partly relative)

Relative location

Take the third turn left and then the second turn right.

Plain English language

Same words each time Always use the same word for something—Don’t change names for variety. Use the same word pattern—Don’t change for the sake of it. Don’t worry about being boring. Transfer information, don’t entertain. Use pictures and colour to reduce boredom.

Always use the same word for something—Don’t change names for variety.

Use the same word pattern—Don’t change for the sake of it.

Don’t worry about being boring.

Transfer information, don’t entertain.

Use pictures and colour to reduce boredom.

Everyday words

More verbs, fewer nouns Avoid making verbs into nouns. Don’t say “ Make application ”. Say “ Apply ”. Watch out for noun strings. “ tank restraint safety lock emergency release lever” Being brief is good, but you can go too far!

Avoid making verbs into nouns.

Don’t say “ Make application ”.

Say “ Apply ”.

Watch out for noun strings.

“ tank restraint safety lock emergency release lever” Being brief is good, but you can go too far!

Foreign words i.e., e.g., etc., vs, et al, viz, via ergo, ad hoc, per annum, carte blanche, panache, raison d’etre, zeitgeist, chutzpeh Some people don’t know foreign words. Use English! Do keep enjoying them outside your business writing! Quiz Point — What do these mean?

i.e., e.g., etc., vs, et al, viz, via

ergo, ad hoc, per annum, carte blanche, panache, raison d’etre, zeitgeist, chutzpeh

Some people don’t know foreign words. Use English!

Do keep enjoying them outside your business writing!

Old fashioned words These (and many others) have no place in business English! hereto hereinafter hereby aforesaid bequeath asunder

These (and many others) have no place in business English!

hereto hereinafter hereby aforesaid bequeath asunder

Short sentences Break sentences up. Aim for 1–2 clauses per sentence. This uses simple language, but it is too long! An orange is a round reddish-yellow fruit, which comes from a medium-sized tree harvested in the winter, and contains Vitamin C, essential for the vitality of human blood.

Break sentences up.

Aim for 1–2 clauses per sentence.

Short sentences Break sentences up. Aim for 1–2 clauses per sentence. This is better! An orange is a round reddish-yellow fruit. It comes from a medium-sized tree harvested in the winter. Oranges contain Vitamin C, essential for the vitality of human blood.

Break sentences up.

Aim for 1–2 clauses per sentence.

Short paragraphs Have one idea per paragraph.

Have one idea per paragraph.

Write personally—’we’ and ‘you’ Address the reader directly. Use we and you . This helps you to be clear about who does what.

Address the reader directly.

Use we and you .

This helps you to be clear about who does what.

Write personally—’we’ and ‘you’ Personal: ‘ If you are not satisfied with our service, we may refund your money.’ Impersonal: ‘ Refunds may be given to customers who consider that they have not received satisfactory service. ’

Write personally—use commands When writing instructions, use commands (imperative). Statement (not imperative) : ‘ Passengers are not permitted to open the doors. Doors may only be opened by crew members. ’ Command: ‘ Do not open the doors. Ask a crew member to open them for you.’

When writing instructions, use commands (imperative).

Use active voice Quiz Point Translate into active voice: The engine is started by the driver.

Quiz Point

Translate into active voice:

The engine is started by the driver.

Use active voice Quiz Point Answer This is in active voice: The driver starts the engine.

Quiz Point Answer

This is in active voice:

The driver starts the engine.

Use active voice Who is the agent ? The person doing the action. We usually want to know who the agent is.

Who is the agent ?

The person doing the action.

We usually want to know who the agent is.

Use active voice Passive voice: Object goes first. Subject (agent) last or missing. Reader has to mentally turn it around. Sometimes not clear who does what. ‘ The form must be signed.’ ‘The notice was posted by the manager’

Passive voice:

Object goes first.

Subject (agent) last or missing.

Reader has to mentally turn it around.

Sometimes not clear who does what.

‘ The form must be signed.’ ‘The notice was posted by the manager’

Use active voice Active voice: Subject (agent) first—never missing Object last Quicker to read Clear who does what ‘Applicants must sign the form.’ ‘The manager posted the notice.’

Active voice:

Subject (agent) first—never missing

Object last

Quicker to read

Clear who does what ‘Applicants must sign the form.’ ‘The manager posted the notice.’

Reifying—when you reify, you: Say that something inanimate is an agent. “The report forces us to consider three options” ”Checking helps you avoid mistakes” ”The picture shows how to wrap the parcel” Do not correctly identify the agent. (Agent is not real!) Do not communicate the sequence <Agent> <Action> <Object> .

Say that something inanimate is an agent. “The report forces us to consider three options” ”Checking helps you avoid mistakes” ”The picture shows how to wrap the parcel”

Do not correctly identify the agent. (Agent is not real!)

Do not communicate the sequence <Agent> <Action> <Object> .

Reifying—possible cures Refer to the author of the document. “The authors of the report force us to consider three options.” Describe action and consequence. ”If you check, you may make fewer mistakes.” Describe action to get information. “See the picture to find out how to wrap the parcel.” Use an appropriate verb for the agent, such as ‘is’ or ‘contains’.

Refer to the author of the document. “The authors of the report force us to consider three options.”

Describe action and consequence. ”If you check, you may make fewer mistakes.”

Describe action to get information. “See the picture to find out how to wrap the parcel.”

Use an appropriate verb for the agent, such as ‘is’ or ‘contains’.

Reifying is an advanced topic Do not worry too much about reification. Even this presentation has it. If you worry too much you may: Waste time and effort End up with more verbose results Just watch out for missing agents—People need to know who is responsible.

Do not worry too much about reification.

Even this presentation has it.

If you worry too much you may:

Waste time and effort

End up with more verbose results

Just watch out for missing agents—People need to know who is responsible.

Is your meaning clear? Simple language can be ambiguous— Check your work. Get someone else to read it. Hotel Signs Norway Ladies are requested not to have children in the bar. Budapest Please do not feed the animals. If you have any suitable food, give it to the guard on duty.

Simple language can be ambiguous—

Check your work.

Get someone else to read it.

When to use plain English: When you want to give: Information Instructions Warnings Business communication

When you want to give:

Information

Instructions

Warnings

Business communication

When to use creative English: Creative writing Poetry Fiction Personal letters Essays Journalism

Creative writing

Poetry

Fiction

Personal letters

Essays

Journalism

Structure for easy reading

Chunking and 7±2 Only have 7 items at a time. If you have more than 7, create groups. Give groups names (subheadings). If you have more than 7 groups, group the groups and give them names. This is the natural way that everyone learns.

Only have 7 items at a time.

If you have more than 7, create groups.

Give groups names (subheadings).

If you have more than 7 groups, group the groups and give them names.

This is the natural way that everyone learns.

Chunking and 7±2 —example Party pies Pizza Potato chips Cup cakes Lamingtons Birthday cake Sauce Ice Cordial Drink jugs Cups Serviettes Plates Candles Sparklers Matches Balloons Streamers Game prizes Tablecloths ‘ Twister’ game Donkey poster ‘ Blu-tack’ Donkey tails Treasure hunt prizes Send invitations Warm pies Mix cordial Set out food Set up donkey game Set up treasure hunt

Party pies

Pizza

Potato chips

Cup cakes

Lamingtons

Birthday cake

Sauce

Ice

Cordial

Drink jugs

Cups

Serviettes

Plates

Candles

Sparklers

Matches

Balloons

Streamers

Game prizes

Tablecloths

‘ Twister’ game

Donkey poster

‘ Blu-tack’

Donkey tails

Treasure hunt prizes

Send invitations

Warm pies

Mix cordial

Set out food

Set up donkey game

Set up treasure hunt

Chunking and 7±2 —example Food Party pies Pizza Potato chips Cup cakes Lamingtons Birthday cake Sauce Ice Cordial Equipment (food) Drink jugs Cups Serviettes Plates Candles Sparklers Matches Equipment (other) Balloons Streamers Game prizes Tablecloths Games ‘ Twister’ game Donkey poster ‘ Blu-tack’ Donkey tails Treasure hunt prizes Tasks Send invitations Warm pies Mix cordial Set out food Set up donkey game Set up treasure hunt

Food

Party pies

Pizza

Potato chips

Cup cakes

Lamingtons

Birthday cake

Sauce

Ice

Cordial

Equipment (food)

Drink jugs

Cups

Serviettes

Plates

Candles

Sparklers

Matches

Equipment (other)

Balloons

Streamers

Game prizes

Tablecloths

Games

‘ Twister’ game

Donkey poster

‘ Blu-tack’

Donkey tails

Treasure hunt prizes

Tasks

Send invitations

Warm pies

Mix cordial

Set out food

Set up donkey game

Set up treasure hunt

In what way is information the opposite of food ? Chunking and 7±2

In what way is information the opposite of food ?

In what way is information the opposite of food ? Chunking and 7±2 To digest food , we break it down into components. To digest information , we build it up into chunks.

In what way is information the opposite of food ?

Tables If you have more than two pairs of items, use a table. The Blue team has 5 members, the Red team has 7 members and the Green team has 4 members.

If you have more than two pairs of items, use a table.

The Blue team has 5 members, the Red team has 7 members and the Green team has 4 members.

Tables If you have more than two pairs of items, use a table. The Blue team has 5 members, the Red team has 7 members and the Green team has 4 members.

If you have more than two pairs of items, use a table.

The Blue team has 5 members, the Red team has 7 members and the Green team has 4 members.

Headings Put headings and subheadings in your text: Readers can quickly see what it is about. Readers may only need to read some parts. The headings ‘chunk’ the information for easy digestion.

Put headings and subheadings in your text:

Readers can quickly see what it is about.

Readers may only need to read some parts.

The headings ‘chunk’ the information for easy digestion.

Headings Make a hierarchy: Normally uses level 1, 2 and 3. Shows the structure of your document. Makes it easy to generate a table of contents.

Make a hierarchy:

Normally uses level 1, 2 and 3.

Shows the structure of your document.

Makes it easy to generate a table of contents.

Lists If you list 3 or more items, show them on separate lines. If there are 9 or more items, split the list into two levels (‘chunking’). Know when to use bullets and numbers.

If you list 3 or more items, show them on separate lines.

If there are 9 or more items, split the list into two levels (‘chunking’).

Know when to use bullets and numbers.

Bullets and numbers Numbers: Use when there is order or rank: Steps Ranking Bullets: Use for other lists. Neither: OK for single line lists.

Numbers:

Use when there is order or rank:

Steps

Ranking

Bullets:

Use for other lists.

Neither:

OK for single line lists.

Bullets and numbers—example 1 Heat the pan. 2 Fry onions. 3 Brown the meat. 4 Add the curry paste. 5 Fry for two minutes. 6 Add stock or water. 7 Simmer for 20 minutes.

1 Heat the pan.

2 Fry onions.

3 Brown the meat.

4 Add the curry paste.

5 Fry for two minutes.

6 Add stock or water.

7 Simmer for 20 minutes.

Bullets and numbers—example 1 Heat the pan. 2 Fry onions. 3 Brown the meat. 4 Add the curry paste. 5 Fry for two minutes. 6 Add stock or water. 7 Simmer for 20 minutes.

1 Heat the pan.

2 Fry onions.

3 Brown the meat.

4 Add the curry paste.

5 Fry for two minutes.

6 Add stock or water.

7 Simmer for 20 minutes.

Bullets and numbers—example Favourite pastimes : Going to the movies, but only to see shows that cheer people up Watching football on TV Walking in the bush Having coffee with friends

Favourite pastimes :

Going to the movies, but only to see shows that cheer people up

Watching football on TV

Walking in the bush

Having coffee with friends

Bullets and numbers—example Favourite pastimes : Going to the movies, but only to see shows that cheer people up Watching football on TV Walking in the bush Having coffee with friends

Favourite pastimes :

Going to the movies, but only to see shows that cheer people up

Watching football on TV

Walking in the bush

Having coffee with friends

Bullets and numbers—example Shopping list : bread lettuce pasta milk bananas

Shopping list :

bread

lettuce

pasta

milk

bananas

Parallel form in lists Have the same word patterns for all list items—don’t mix: Words Phrases Questions Commands

Have the same word patterns for all list items—don’t mix:

Words

Phrases

Questions

Commands

Parallel form in lists Favourite pastimes : Going to the movies, but only shows that cheer people up Do you like watching football as much as I do? I go walking in the bush every week. Coffee with friends Don’t do it this way!

Favourite pastimes :

Going to the movies, but only shows that cheer people up

Do you like watching football as much as I do?

I go walking in the bush every week.

Coffee with friends

Favourite pastimes : Going to the movies, but only to see shows that cheer people up Watching football on TV Walking in the bush Having coffee with friends Parallel form in lists 

Favourite pastimes :

Going to the movies, but only to see shows that cheer people up

Watching football on TV

Walking in the bush

Having coffee with friends

Punctuation and grammar revision ! ; . , : ? Misplaced, Dangling and Squinting

Commas 1 Use when the phrase is not essential: Tim, who smokes, may get cancer. Not when the phrase is essential for the sentence: People who smoke may get cancer.

Use when the phrase is not essential:

Tim, who smokes, may get cancer.

Not when the phrase is essential for the sentence:

People who smoke may get cancer.

Commas 2 Separate items in a list, but Do Not separate subject and verb: The large, grey object fell from the ceiling. Here Not here

Separate items in a list, but

Do Not separate subject and verb:

The large, grey object fell from the ceiling.

‘Which’ and ‘that’ Which clauses add information. They have a comma. Go to the main menu, which shows all options. That clauses help to identify or distinguish. List all orders that have status Approved.

Which clauses add information. They have a comma.

Go to the main menu, which shows all options.

That clauses help to identify or distinguish.

List all orders that have status Approved.

Misuse of modifiers —> ambiguity Changes we are considering will affect all new members. (misplaced) People who jog often have knee injuries. (squinting) Walking around the town , the prosperity was easy to see. (dangling) Don’t do it this way!

Changes we are considering will affect all new members. (misplaced)

People who jog often have knee injuries. (squinting)

Walking around the town , the prosperity was easy to see. (dangling)

Subject and verb agreement One of the boys has arrived. Several have gone home.

One of the boys has arrived.

Several have gone home.

Subject and verb agreement Any, none, some, most depend on the context Most of the money is in the bank. Most of the crew are aboard. Collective nouns depend on the context The team has arrived. ( as one ) The team are getting changed. ( as individuals )

Any, none, some, most depend on the context

Most of the money is in the bank.

Most of the crew are aboard.

Collective nouns depend on the context

The team has arrived. ( as one )

The team are getting changed. ( as individuals )

Pronoun-antecedent agreement The leader and the sponsor have played their parts. My friend and brother, Ian, lent me his car for the occasion. Everyone has his own path in life.

The leader and the sponsor have played their parts.

My friend and brother, Ian, lent me his car for the occasion.

Everyone has his own path in life.

Tense Present tense He eats the cake. Past tense He ate the cake. Future tense He will eat the cake.

Present tense

He eats the cake.

Past tense

He ate the cake.

Future tense

He will eat the cake.

Person First person (I, we) I eat the cake. Second person (you) You eat the cake. Eat the cake! Third person (he, she, they, it) She eats the cake.

First person (I, we)

I eat the cake.

Second person (you)

You eat the cake.

Eat the cake!

Third person (he, she, they, it)

She eats the cake.

Verb form Indicative ( narrative ) “The Line Manager authorises the Application for Leave.” Imperative ( command ) “Authorise the Application for Leave.” Progressive ( in the act of ‘-ing’ ) “Authorising the Application for Leave”

Indicative ( narrative ) “The Line Manager authorises the Application for Leave.”

Imperative ( command ) “Authorise the Application for Leave.”

Progressive ( in the act of ‘-ing’ ) “Authorising the Application for Leave”

The greengrocer’s apostrophe Apostrophes have two correct uses: Possessive— John’s book, the dogs’ collars. Shortening words— I wasn’t hungry . Never use apostrophes just for plurals. These are correct: Three mangos , please. The bank has two new ATMs .

Apostrophes have two correct uses:

Possessive— John’s book, the dogs’ collars.

Shortening words— I wasn’t hungry .

Never use apostrophes just for plurals. These are correct:

Three mangos , please.

The bank has two new ATMs .

The greengrocer’s apostrophe Bob the Angry Flower’s Quick Guide to the Apostrophe http:// angryflower.com/aposter.html

Bob the Angry Flower’s Quick Guide to the Apostrophe http:// angryflower.com/aposter.html

Writing instructions —General best practice Tips for better instructions— For use anywhere!

Tense Present tense Use most of the time. Past tense Only use to show something in the past. Future tense Only use to emphasise a time delay. Otherwise use present tense.

Present tense

Use most of the time.

Past tense

Only use to show something in the past.

Future tense

Only use to emphasise a time delay. Otherwise use present tense.

Shall, Will Shall Do not use. It sounds pompous and legalistic. Just say ‘Do it.’ Will (future tense) Only use to emphasise a time delay. Otherwise use present tense.

Shall

Do not use. It sounds pompous and legalistic. Just say ‘Do it.’

Will (future tense)

Only use to emphasise a time delay. Otherwise use present tense.

Must, Please Must Use sparingly for very important things or people will ignore it. If you put it in for something that is optional, you could fail an audit. Please It is nice to be nice, but ‘ please’ creates word clutter.

Must

Use sparingly for very important things or people will ignore it.

If you put it in for something that is optional, you could fail an audit.

Please

It is nice to be nice, but ‘ please’ creates word clutter.

AND, OR in bulleted lists Put AND or OR at the end of each item if it is not clear whether: All items apply OR At least one item applies

Put AND or OR at the end of each item if it is not clear whether:

All items apply OR

At least one item applies

Common terms Use consistent naming for everything . Build a list of terms: Let everyone contribute. Store in common area. Categorise the terms (7±2!). Later on, add definitions to make a useful glossary.

Use consistent naming for everything .

Build a list of terms:

Let everyone contribute.

Store in common area.

Categorise the terms (7±2!).

Later on, add definitions to make a useful glossary.

Slash /, (s) Do not use slash / It is ambiguous and confusing. Does it mean ‘or’ or ‘and’ ? --- or --- or both is better than and/or Do not use (s) or /s to allow for a possible plural. Just make it plural anyway.

Do not use slash / It is ambiguous and confusing. Does it mean ‘or’ or ‘and’ ?

--- or --- or both is better than and/or

Do not use (s) or /s to allow for a possible plural. Just make it plural anyway.

Plain English examples Rescuing the reader

Plain English example

Plain English example 2

Our products and services 1 Q-Template TM Template and resource for your integrated small business procedures manual 250 related procedures, work instructions and forms ready for you to adapt to your business Designed to give you a head start with TKO www.qdt.com.au 1 800 605 708

Q-Template TM

Template and resource for your integrated small business procedures manual

250 related procedures, work instructions and forms ready for you to adapt to your business

Designed to give you a head start with TKO www.qdt.com.au 1 800 605 708

Our products and services 2 TKO Sales and Consultancy We supply TKO Business Modeler software We support you as much as you need, all the way through your systemising project: Charting the communication between roles Designing your procedure framework Building your customised TKO database Training you and your staff in: Using TKO Writing in state-of-the art business English Rapidly creating forms and spreadsheets www.tko.qdt.com.au 1 800 605 708

TKO Sales and Consultancy

We supply TKO Business Modeler software

We support you as much as you need, all the way through your systemising project:

Charting the communication between roles

Designing your procedure framework

Building your customised TKO database

Training you and your staff in:

Using TKO

Writing in state-of-the art business English

Rapidly creating forms and spreadsheets

www.tko.qdt.com.au 1 800 605 708

Our products and services 3 Documentation and training All kinds of documentation Business processes Instruction manuals Training materials Training Plain English business writing Getting the most from office software Consultancy Information and document design Your website Your company documents How much time do your employees waste on unnecessary document formatting? www.qdt.com.au 1 800 605 708

Documentation and training

All kinds of documentation

Business processes

Instruction manuals

Training materials

Training

Plain English business writing

Getting the most from office software

Consultancy

Information and document design

Your website

Your company documents

How much time do your employees waste on unnecessary document formatting?

www.qdt.com.au 1 800 605 708

QDT Management Consultants Making Management Easier Documented business systems— the only way to set a business owner free! Visit our website www.qdt.com.au Call us 1 800 605 708

Making Management Easier

Documented business systems— the only way to set a business owner free!

Visit our website www.qdt.com.au

Call us 1 800 605 708