How to write anything

How to write anything
The complete guide

© 2015 Kenton Larsen | Twitter: @kentonlarsen
The process
2
 Purpose
 Reader
 Brainstorm
 Organize
 Draft
 Revise

Purpose
© 2015 Kenton Larsen | Twitter: @kentonlarsen3
 “My purpose is to encourage
the reader to look at my
resume” versus “My purpose
is to encourage the reader to
call me for an interview.”
 “I would like a refund” versus
“I would like an apology”
versus “I would like an
explanation.”

Reader
 Information
 Attitude

Brainstorm
 As many ideas as possible
 Don’t censor or criticize
 Be open to unusual ideas
 Combine and improve ideas

 Step-by-step
 Chronological
 Order of importance
 Pros and cons
Organize

Draft
Just start writing and stop when you say:
 “Why am I writing this?”
 “Is this relevant?”
 “This stinks.”

Revise
 Rethink
 Rewrite
 Revise (in passes)
 Proofread (out loud, with help)
 Fix
 Break
 Repeat

Should I even write?
 Stop and think, “How would I feel if I got this
in writing?”
 Consider common sense, courtesy,
“corporate culture”
 Don’t write when you’re angry

E-writing
 Length
 Complexity
 Formality
 Number of readers
 Permanence

E-writing
 Is your message as brief as can be?
 Have you included everything?
 Are you courteous?
 Is your tone right?
 Would you care if this communication is permanent and
public?

The four keys
1. Grab their Attention
2. Get to the Point Quickly
3. Make it Positive
4. Get it Right

How to start
Select an appropriate opener:
1. Say thank you
2. Jog their memory
3. Express your concern

1. Say thank you
 Thank you for your recent inquiry about…
 Thank you for providing the information...
 Thank you for bringing your concerns about this
project to my attention.

2. Jog their memory
 You recently asked for some information on database
software.
 As we discussed over the phone today, I've enclosed the
form you need…
 Here are the results of our new approach to…

 I’m concerned to learn of the delay in implementing the
new procedures.
 I share your concern about the allocation of resources to
this project.
 We understand the problems caused by the error in our
calculations.
3. Express your concern

Openers to avoid
 As per your request…
 I have received your request for…
 I am responding to your Aug. 15 email.
 Please refer to our letter of Nov. 2.
 Further to your memo of Jan. 4.

 Focus on what reader needs and wants to know
 Answer the questions
 What's the next step?
Body

 Keep it short
 Keep it positive
 Offer help
Signing off

Offer help
 If I can be of further help, please
let me know.
 If you have questions, please call
me at 204-946-1234.

 There is no charge to your department for this service.
 I'll call you next week to confirm the effective date.
 We are processing your claim, and you will receive your
first cheque on Jan. 15.
Reinforce good news

 I'll change your beneficiary as soon as you return the
enclosed form.
 We'll be glad to review your proposal as soon as we
receive this additional budget information.
 Please let me know by Thursday, so we don't miss this
opportunity.
Reinforce the next step

 For business letters, use
“Sincerely”
 For memos and emails, use your
full name or first name
Closing salutation

1. Your letter of Feb. 2 to Jim Ross has been forwarded to me for
review and response.
Thank you for your letter asking us to participate in sponsoring
the Children's Poster Contest.
2. Thank you for your recent complaint.
Thank you for bringing your concerns to my attention.
3. Further to your discussion with Wendell, please find enclosed an
invoice in the amount of $3,452.16.
We’ve enclosed an invoice for your $3,452.16 claim, which you
discussed with Wendell last week.
Openings and closings

4. Once again, please accept our apologies for the inconvenience this
has caused you.
If you have any questions, please call me at 946-1234.
5. I hope to hear from you in the near future.
Please let me know by Nov. 30.
Openings and closings

 Saying "No"
 Delivering bad news
 Answering complaints
 Handling sensitive situations
Tough situations

Select an appropriate opener:
 Say thank you
 Jog their memory
 Express your concern
How to start

 We regret to inform you…
 I'm sorry we're not able to...
Openers to avoid

 Get to the point quickly.
 Summarize the situation.
 Be polite.
 Offer alternatives; emphasize what you can do, rather than
what you can't.
 Apologize once – if it’s your fault. Don’t lay blame.
 Assure your reader you have carefully considered the request.
 Avoid red-flag words, like “complaint.”
 Don’t take it personally.
Body

 Never close with refusal
 Use a positive statement
Closing

Your recent letter of complaint has been referred to my attention.
I have personally reviewed our file on this matter and have
reached the same conclusion as outlined in our letter of Jan. 12.
As we told you before, our department's policy is to issue these
reports on a monthly basis, as it is simply not feasible to do so
more often, in terms of the direct costs and staff time required.
In conclusion, I stand by our earlier decision, that is, we will
continue to provide this report on a monthly basis, as we do now.
Saying no

Rewrite
Thank you for bringing your concerns about the monthly reports to
my attention.
I have carefully reviewed the costs and staff time involved in
producing weekly reports and found that it is not cost effective for
us to produce them more often than we do now.
Here is the breakdown of our time and costs:
• Monthly $250 one day per month
• Bimonthly $300 two days per month
• Weekly $500 four days per month
If your department is willing to pick up the additional staff time and
direct charges we incur for producing this report more frequently,
we will be pleased to prepare it for you.
Please let me know whether you want us to proceed.

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