Business Writing

When "Customer Service" Letters Undercut Bankers

Lynn Gaertner-Johnston — Mon, 08 Feb 2010 17:07:50 -0800

To whoever writes the customer letters for "Deposit Operations" at our large bank: Please stop writing letters that contain: Requests for documentation without saying what the necessary documentation is (especially when the customer has already provided documentation). 24/7 phone numbers...

Don't Work So Hard Taking Meeting Minutes

Lynn Gaertner-Johnston — Wed, 03 Feb 2010 22:44:15 -0800

Last week I taught Meeting Notes Made Easy online. One attendee named Rhett said his biggest challenge in taking meeting minutes was facilitating the meeting and taking notes at the same time. To Rhett and everyone else I say, "Don't...

Noisy vs. Energetic: The Language of Reviews

Lynn Gaertner-Johnston — Mon, 01 Feb 2010 15:01:10 -0800

I received a survey request for my feedback on a restaurant, and I noticed the categories I could pick from regarding the noise level: Quiet . . . Moderate . . . Energetic Did you notice the absence of the...

When Not to Write--An Example

Lynn Gaertner-Johnston — Sat, 30 Jan 2010 13:20:05 -0800

I have been at home sick with a head cold for several days. Being unable to think clearly is one good reason not to write, and that is why I have been silent here. The words and ideas were not...

When Your Laugh = Someone's Anguish

Lynn Gaertner-Johnston — Thu, 21 Jan 2010 17:00:58 -0800

I was teaching a business writing workshop recently when someone teased another participant about being a Southerner (someone from the Southern part of the United States). The seemingly good-natured wisecracks were about Southern food and language. I stopped the comments...

A Tale of Two Emails

Lynn Gaertner-Johnston — Wed, 20 Jan 2010 18:12:51 -0800

Yesterday I received two solicitations by email. One succeeded with me; the other failed. Notice what works in this message, whose writer gave me permission to share it with you: Subject: Visit Request Good Afternoon Lynn, On behalf of the...

Dear Health Plan: Please Know My Name

Lynn Gaertner-Johnston — Sat, 16 Jan 2010 19:05:08 -0800

I received a survey from my health plan this week. It looks as though it will take me about 10-15 minutes to complete and mail back to the corporate office. Usually, I am happy to complete surveys for my health...

Birthday Confusion--A U.S.-vs.-the-World Problem

Lynn Gaertner-Johnston — Thu, 14 Jan 2010 00:30:49 -0800

We have just welcomed to our home an international exchange student from the Middle East. When I read the information she included on her program application, I added her birthday to our calendar: June 5. But here's the problem: Her...

His, Hers, Theirs, Yours--Gender-Neutral Language

Lynn Gaertner-Johnston — Wed, 13 Jan 2010 23:59:42 -0800

I was going through some old materials I have used to teach business writing classes, and I came across a good example I haven't thought about for a while. It's from the book The Inner Skier: "The Inner Skier chooses...

Dare to Be Different--Write a Letter

Lynn Gaertner-Johnston — Thu, 07 Jan 2010 09:49:10 -0800

Near the end of the year, I read a Danny Westneat column in The Seattle Times, "Offline Deserves a Right On." I read the newspaper at my breakfast table, but you can read the column online. Westneat mentioned that a...