Writing Your Message

Writing the Message

In this section we will explore general guidelines to write a message. Our focus will not be a on the format of a specific document, but on more important and general principle issues, ensuring any message you write will be as effective as it can be.

General Message Creating Tips
These lessons are also applicable to oral communication though more common to written messages.

Sensitive to Audience Needs

  • The You Attitude
    - Buid your message around your audience, instead of yourself. Always show how your audience benefits, rather than how you benefit (example: Instead of "we need your product number from you to do this", you can say "in order to process your order quickly, we need to know your product number")
  • Etiquette Standards
    - Be courteuous and don't overreact.
  • Emphasize Positive
    - Bad news is inevitable, but can always be presented in a way that highlights the positive side. (example: instead of "we are closed for renovation", you can say "we are now renovating in order to serve you better!"
  • Bias-free Language
    - Be careful about offending your audience. Ensure the language you use is free of Gender, Race, Age, Religous or Disability bias.

Style and Tone

  • Formal
  • Conversational
  • Informal

Tone of your message can be differentiated by

  • Active/Passive voice
  • I vs. We
  • Humour
  • Starting and Ending
  • Details
  • Irrelevant/Casual information

Click on the document below to see an example.