(Issue 27: April, 2010) by Mary Cullen
Last month, I wrote about the pandemic of business-speak. This issue offers a strategy reminder and a tool to measure your business writing clarity.
Good strategy is summarized by Mark Twain, Ralph Waldo Emerson, and even the A-Team's Mr. T.:
- "I notice that you use plain, simple language, short words and brief sentences. That is the way to write English - it is the modern way and the best way. Stick to it; don't let fluff and flowers and verbosity creep in." - Mark Twain
- "It is not enough to write so that you can be understood; you must write so clearly that you cannot be misunderstood." - Ralph Waldo Emerson
- "Don't gimme none o' that jibba-jabba!" - Mr. T
A good tool is the
Readability Measurement within Microsoft Office and Outlook. By default, the "Spelling & Grammar Check" feature is enabled, and of course you should always run it to check for typos and errors. It is not infallible, but it will flag many errors.
The Readability Measurement must be enabled, and will assess: 1. Words per sentence (average)
2. Percentage of passive sentences
3. Flesch Reading Ease score
4. Flesch-Kincaid Grade Level.
Why paying attention to these four readouts can improve your writing:
- Words per sentence - In general, the longer the sentence, the harder it becomes for your reader to follow along. That's not to say you should always write in short sentences. Instead, strive for a variety that makes for interesting and engaging reading.
- Percentage of sentences written in the passive voice measures the readability of your text as the ratio of passive sentences over active sentences.
The lower the score, the better. Active sentences are nearly always easier to read and understand, thus making your message clearer and more persuasive. Aim for a score less than 20%.
- The Flesch Reading Ease (FRE) is the standard test of readability used by the U.S. Department of Defense for its documents and forms. It indicates how easy it is to read a given document.
The results can be between 0 and 100. The higher the score, the easier it is to understand what you have written. For example, a typical issue of Reader's Digest earns an FRE score of around 65 while Time Magazine scores in the low 50's. Lincoln's Gettysburg Address scores a 74.2. One way to score higher is to use shorter sentences.
The results can be interpreted as following:
- 0-29 - very confusing & hard to read
- 30-49 - difficult to read
- 50-59 - fairly difficult
- 60-69 - standard
- 70-79 - fairly easy
- 80-89 - easy
- 90-100 - very easy
Recommendation: A score of 60 or more. Higher is better. Even for business documents, a score of 60 is very achievable and it takes only a few edits to obtain it.
- Flesch-Kincaid Grade Level (FKGL) measure translates the Flesch Reading Ease measure to a grade level. The grade level means the number of years of education generally required to understand a text. For example, a score of 9.4 would indicate that the text is expected to be understandable by an average student in the 9th grade. Most newspapers in the U.S. are written at a seventh to eighth grade level.
Recommendation: 8.0 to 10.0 is a good target, but lower is better because it reflects language clarity, not content complexity.
In business writing one should "write to express, not to impress." This does not mean you should dumb down your ideas and concepts. Instead, it requires you to express them with clean language.
These measurements are not perfect. They only assess the textual structure of your document, not content. But, they will provide snapshot measurements to diagnose the textual clarity in your documents.
Error: Hunt and Correct
This paragraph contains an error. Find and correct it:
Last year's sales reports and salary structures prove that profit-sharing plans incentivize employees to meet sales goals. Sales were 8% higher for those employees who received a bonus based on their profitability, instead of their longevity.
Find the answer here: business writing grammar hunt answered.
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(Issue 26: March, 2010) by Mary Cullen
I sat in on a conference call yesterday, and heard the phrase "authenticity parameter" used. I was puzzled. Did this mean the edges of truth? Later in the call, the same speaker said his company was built by "authentic people." I hope so. Can fake people build a company?
Business-speak and jargon are the terms I use to describe overused, meaningless words which hide honest communication. Business-speak hurts communication, customer perception, and clouds meaning. "Authentic" was once a lovely word that meant genuine and real. No longer. It's applied to everything from staff to servers to company profiles, and it is parroted so often it has lost meaning.
Oxford University's Top Ten Irritating Business Phrases for 2009:
1 - At the end of the day
2 - Fairly unique
3 - I personally
4 - At this moment in time
5 - With all due respect
6 - Absolutely
7 - It's a nightmare
8 - Shouldn't of
9 - 24/7
10 - It's not rocket science
Our business writing blog
readers shared terms that irritate them:
"We're a truly global business in every sense of the word." (Truly global? What? As opposed to only partially global? And in every sense of what word? Global? Oh, like "spherical"?)
"Going forward." (What other direction is possible?)
"Reach out" to someone. (As in "We reached out to our stakeholders.")
"Stakeholders"
"Additionally" (What happened to "and" and "also?")
"To bite the bullet" (I hear it used all the time and it evokes these images of the War of Independence and it usually is being used by city-types who don't look like they've been outdoors recently.)
"First and foremost," and "first of all." (These are already written on the first part of the letter, there's no need to say "first...")
"It is what it is." (I suspect this masks "I don't know what it is.")
"No problem." (It should never be a problem to do your job.)
"I'm just saying."
Synthesizing new verbs simply by adding the -ize suffix, e.g. "incentivize".
"Circle Back" (As in, once you have completed this project, circle back and we'll go over it. Really? I can't just "get back to you"? You want me to literally do a circle dance first!)
"Please find enclosed..." (Am I being told it is enclosed because they assume I am blind?)
ASAP (makes me want to scream! Please give me a real date.)
Notice how irked our readers were with these phrases. I think this is not merely because they hear them too often. Business communication is human to human communication. Hiding behind meaningless, bantered-about terms makes your reader feel ignored, disconnected, and talked down.
Business writers are sometimes hesitant to let their own personalities shine in their writing. That is a mistake. Use your natural writer's voice and your own words.
That is real authenticity.
Error: Hunt and Correct
This paragraph contains an error. Find and correct it.
Budgets were reduced by 15% in 2009, yet our workload increased 34%. Even with the increased workload, I shouldn't of hired additional staff.
The answer is here.
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(Issue 25: February, 2010) by
Mary Cullen
I Write to Many Areas of the World in My Work.
How do I Shape Documents to Match Differing Standards?
Some Examples:
- In the United States, we are more overt and direct in our business writing style. Therefore, it's very possible to seem blunt, or even rude, when writing to another culture where reserve is customary. Conversely, American business writers can miss subtle cues in documents from non-American writers. In the United Kingdom, the common business phrase, "It would be fine if you..." really means "I want you to do this..." in American diction.
- An astute client pointed out that a business letter to a government official in Angola, under Portuguese customs, would require a very diplomatic conclusion with specific and polite language.
- Even punctuation shifts regionally. UK business letters customarily do not use a period after a title in the salutation, as is done in the US. (That standard is evolving, though, as business letters adopt a more global format.)
How can business writers remember all distinctions? In truth, it would be very challenging to know all cultural considerations, just as it is challenging to stay perfectly current with evolving business writing best practices. There are simply too many global considerations and standards change too fast. It is not productive to try to master all cultural writing variances.
Instead, focus on process. The six-step writing process you learned in your business writing course with Instructional Solutions will never fail you. The very first consideration for every business document (whether it is a report, email, business letter, proposal, intranet message, or marketing brochure),
is audience focus.Who is my audience? is the first, and most important question to start every document. To answer this question, one must consider:
- Is there more than one person?
- What does this person know, and not know, about my subject?
- Will my audience likely be receptive or unreceptive to my message?
- Is my audience part of my culture and region? If not, what business writing practices are customary to my audience's region?
Audience focus applies to regional/international considerations, also. You must understand, and envision, your audience to properly shape content. Starting with this first step will naturally ensure you match international perspectives.TIPS
- If you do not know the customs of a region, you will need to research formats and tone. Or, simply match the tone and format of documents sent to you. A Google search will also provide models:
- Write shorter sentences, and choose verbs with singular meaning. "Which variety of plant do you prefer?" is more clear than "Which kind of plant do you prefer?"
- Avoid slang and vernacular phrases. "We'll need to come up with three alternatives." "Come up with is American vernacular, and likely confusing to an international audience.
To ensure your documents are always well received, follow the six-step business writing process outlined in your
business writing course. When writing internationally, enhance respectful tone. Use a formal salutation and a formal close. Use appropriate titles. Follow easily absorbed writing structure and aim for clarity.
Audience focus, relevant content, clarity, and respectful tone is the common language of business writing.
Error: Hunt and Correct
This paragraph contains an error. Find and correct it.
Year-end accounting review begins November 15. Last year, Sammy Alden looked at our books and came up with some terrific savings, after seeing some waste. Should we book Sammy for another review?
The answer is here.
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(Issue 24: November, 2009) by Mary Cullen
What to do when you must proofread a business document and you face a panic-stricken colleague, a demanding boss, or a shortened deadline?
As the holiday season and end-of-year deadlines approach, you'll need to produce more documents in even less time. This issue explains how to proofread when time is critically tight. Assuming that the panic-stricken person who brought you the document gave you no specific instructions about what to look for and what to ignore, here is a list of three process checks, in order of importance:
#1 Check, Print, Find Reviewer:
- Work in pairs - ask a colleague to proof your documents, and return the favor.
- Run the document through grammar and spell-check. This won't catch everything, but it will flag typos.
- Print the document. Finding errors in print is much easier than on screen.
#2 Check Format and Organization:
- Check the pagination. Make sure that the pages are numbered sequentially. If the document is to be copied double-sided, check to see that blank pages have been inserted properly and that all odd-numbered pages will fall on a right-hand page.
- Proofread the cover page and title page word for word. Make sure that the date is correct and that the company's and author's names are spelled correctly.
- Flip each page and look for any glaring errors such as missing figures or printer glitches such as grossly uneven page toner.
- Flip each page again (make a separate pass) and look at the format to see that headings and subheadings are the correct size and typeface, spacing and indentation are consistent, running headings are correct, and margins are the right size.
- Check the table of contents against the text. Make sure that all of the sections are included and that the wording in the table of contents matches the text. Check the page numbers against the text. If you have a PowerPoint document, you will likely find errors here.
- Look at the graphics and tables. Make sure they are numbered correctly and that their titles correctly describe what appears.
#3 Read Most Important Text:
- Read the preface, executive summary, or any other introductory material that the reader is likely to look at first.
- Read the conclusion or final summary section.
- Read the headings and subheadings.
- Read the first sentence (or first paragraph, if there is time) of each section.
- If you have any time remaining, proofread known trouble spots.
You'll notice that the first 2 processes do not involve proofreading text. If you're really crunched for time, verify the organization and style of the document first because:
- A poorly organized document is very unprofessional, and readily apparent to a reader. Worse yet, your reader will be lost in the disorganization.
- You'll find the most obvious errors.
Only once you verify organization and appearance (items 1-2), should you move to text review (item 3).
Ideally, we need to allow enough proofreading time. But, sometimes we don't have that option. These techniques will save you when you're faced with too little time.
Error: Hunt and Correct
This graphic contains a common proofreading error. Find and correct it.
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(Issue 23: October, 2009) by
Mary Cullen
Rep. Bruce Braley (D-Iowa) is pushing government agencies toward concise business writing with proposed legislation that would require them to use plain language. The bill, entitled The Plain Language Act of 2009, defines plain language as language "that the intended audience can readily understand and use because it is clear, concise, well-organized."
Bloat may soon be outlawed in government documents! Refreshing.
The government website, plainlanguage.gov
encourages the use of clear communications by providing before and after examples of government writing. You can see original documents and the same, more easily understood information after it was translated into plain language.
Check out the example of a Medicare Fraud Letter:
Before
Investigators at the contractor will review the facts in your case and decide the most appropriate course of action. The first step taken with most Medicare health care providers is to reeducate them about Medicare regulations and policies. If the practice continues, the contractor may conduct special audits of the providers medical records. Often, the contractor recovers overpayments to health care providers this way. If there is sufficient evidence to show that the provider is consistently violating Medicare policies, the contractor will document the violations and ask the Office of the Inspector General to prosecute the case. This can lead to expulsion from the Medicare program, civil monetary penalties, and imprisonment.
After
We will take two steps to look at this matter: We will find out if it was an error or fraud.
We will let you know the result.
3 Tips to Eliminate Bloat in Your Writing
Focus on verbs: They are the action of a sentence, and the best opportunity to enhance clarity.
Imagine watching a Bruce Willis movie that shows Bruce napping or knitting or whittling on a park bench for 90 minutes... Bored yet? So too are readers if your writing has little action or wimpy verbs.
#1) You will cut at at least 25% of your bloat, if you do not smother verbs.
#2) Avoid adverbs. Choose powerful verbs that connote meaning, as well as action, which don't need a second word to do their job! For instance:
- "The attendant shouted loudly."
- "The attendant shouted," is a perfect sentence. "Loudly" is inferred and unneeded.
- "The executive ran quickly into the boardroom."
- "Ran quickly" is wasteful. Pick a better verb. "The executive sprinted into the boardroom" is concise and preferable.
#3) Short and Sweet: Write to express, not to impress. Recognize the power of
short words.
Error: Hunt and Correct
This paragraph contains an error. Find and correct it.
Year-end accounting review begins November 15. Last year, Sammy Alden looked at our books and came up with some terrific savings, after seeing some waste. Should we book Sammy for another review?
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(Issue 22: September, 2009) by Mary Cullen
This month, Instructional Solutions celebrates 11 years in business. This anniversary issue examines the major business writing trend this past year: the integration of social media into business communication.
Is social media a valuable part of business writing or a lot of hype?
The short answer: it's both. Be sure to match social media to your business objectives, not dive in randomly.
What impact does social media have on all business writers?
- We must recognize some of our work is public.
- Reputation management is an important consideration.
- Care is needed. This does not mean we should retreat from engaged, networked information sharing and marketing, or present a falsely sanitized persona. Just the opposite: It means we need to be part of the conversation by becoming aware of what is being discussed:
- About our company or project or us on the Internet.
- Which issues are discussed internally on company intranets.
- Individuals need to ensure online professional documents are accurate and current.
FOR COMPANIES:
Even if your company doesn't want to participate in social media, conversations will occur with or without you. It's better to participate.
I recently began using a new vendor who supports a portion of our client communication. Our pilot with them went perfectly. Customer support was excellent. Then, I googled "company's name and evaluations," and nearly did not hire them.
One blog listed multiple complaints about the company, with many comments expressing frustration with customer support. I called this company and asked about the complaints. It turns out they were posted after a series of problems that have long since been corrected. Instead of ignoring the complaints and encouraging the discussion to grow, this company could have clarified this by simply commenting on this blog.
Best strategy:
- Stay informed about discussions occurring about your company or project on the Internet. Respond appropriately.
- TIP: an easy way to search discussions and mentions on the Internet is to set up a free google alert for your company name, product, project, or even your own name. (You can also set up alerts to stay informed about your competitors.)
FOR INDIVIDUALS:
There is currently a ridiculous level of hype about social media. Here are our recommendations about where to participate, to keep your business communication current. Do I need to use?...
LinkedIn - Yes. Every business person should list themselves on LinkedIn. It's your online resume and marketing tool. Recruiters and some collaborating companies consider it odd if you aren't there. A client told me they check LinkedIn regularly to assess potential vendors. Make sure your credentials, and those of your project team, are public and current. (Tips for using LinkedIn Most Effectively)
Facebook - Maybe. For some companies, Facebook is now the virtual water cooler and you may be cut out of the buzz if you do not participate on a personal account. Be sure your personal comments are not inappropriate for work if you are connected to colleagues. Companies can create Facebook pages.
Twitter - Maybe. It's good for making professional connections, learning new trends in your industry, broadcasting company news, and research. (Tips to get started on Twitter.) (Twitter Pros and Cons.)
Like it or not, this year proved social media is not going away. And, I'm actually very encouraged about the improvements this offers to social discourse.
The question now is: how do I best write and engage, to promote my work and my company and my reputation?
- Match your social media use to your business goals. Don't buy the hype that every company and every business person is missing the boat if you do not dive in fully. Participate where it best advances your communication goals.
- You know how to do this! The business writing course you took with Instructional Solutions taught you the major considerations all strong business writers follow when writing. Use the 6-step process. Writing in social media is exactly the same process, with a wider audience.
Grammar Error: Hunt and Correct
This paragraph contains an error. Find and correct it:
Social media is here to stay. No longer is the support for this coming only from techies, teens, and social media consultants. Forbes, Financial Times, Business Week and the NY Times even concur that in 2009, the mainstreamification of social media in business became official.
The answer is here.
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(Issue 21: August, 2009) by Mary Cullen 
Convoluted, lengthy, and rambling business emails are difficult to resolve and can drain far too much time from your workday.
This issue explains a simple, yet very effective, technique that is too often overlooked. It will redirect business emails that would otherwise resolve poorly and take too much of your time.
Time-draining email messages come in many forms:
• unclear
• rambling
• a rant
• too long
• convoluted string of appended messages
• repeated messages on the same topic
• inflamed or sarcastic tone
There is a simple response that will resolve all these issues. It will save your time. It will improve communication. It will improve business. It will stop the email madness.
Simply respond, "Let's discuss over the phone. What is your number and when is a good time to call?"
Email has become the default communication vehicle in business, but oftentimes, it is not the best tool.
Don't be hesitant to shift a discussion away from email to a live conversation if a conversation will clarify an issue better.
Complex decisions are best discussed outside the inbox. And, it will reduce misunderstandings about sensitive subjects.
Learn More in This Course: Email Essentials: Productivity and Impact
Grammar Error: Hunt and Correct
This paragraph contains an error. Find and correct it:
Dana and Robert have done an outstanding job promoting our new product. Their market research was thorough. Promotions were well targeted. With these two experienced managers guiding this product launch, we should of expected it would succeed. Congratulations and thanks, Dana and Robert!
The answer is
here.
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(Issue 20: July, 2009) by Mary Cullen
It is summertime, and my deepest wish is that you are enjoying some time off, rejuvenating and relaxing. Sadly, many in this economy are encountering forced time off. This issue looks at the challenging business writing etiquette quandry of how to professionally say goodbye if you have lost your job.
It is painful to lose your job. Whether it is due to a merger, layoffs, poor sales or a personality conflict, so many emotions rage: worry, stress and resentment.
There is a hilarious layoff scene in the movie "Broadcast News:"
Manager:
Now, if there's anything I can do for you...
Employee:
Well, I certainly hope you'll die soon.
As much as we might momentarily feel better with this scathing retort, it will not help us find new and better work.
Instead, respond professionally to the notification, close out all work responsibilities fully, and foster connection with all contacts. Here is an example of a good message notifying colleagues you are leaving:
Hi Carmen, (If you are friendly enough for a personal message notifying the recipient of your departure, use the more personal salutation "Hi" followed by a comma. More on salutations.)Tomorrow, July 29, will be my last day at Acme Company. I'm departing to new adventures. I don't yet know what they'll be, but I'm sure they will be wonderful. (Without overtly stating so, it's clear this person did not leave for another position. Yet, there is absolutely no bitterness. If you know what you will be doing, state it here..."I will be taking time off to care for my infant son." or "I am entering an MBA program at Rutgers.")It has been a joy to work with you during my time here. You are so energetic and positive, and I sincerely hope we stay in touch and find future opportunities to work together. (State something truthful and specific about this particular recipient, so it feels sincere and targeted, not a mass email. Also indicate your desire to stay in touch.)
Gerry Malvers (gmalvers@acme.com) and Suresh Patel (spatel@acme.com) will be your new contacts for procurement. Feel free to contact them with any questions regarding your accounting services in the future. I have given them your contact information and briefed them on the work you've done so well for Acme. (Provide clear information about how your recipient will connect with your company or department, and any relevant information they need.)
I wish you great success, and hope we get to work with each other again! I look forward to your updates on Facebook and/or LinkedIn.
(This assumes you are already connected on Facebook and LinkedIn. If not, tell them you will be sending them a connection request, or provide your own contact information on these networks. If you do not yet use LinkedIn or Facebook, let this be a reminder to establish your presence on these social networks before
you may need it. This is most important - you have honed good relationships, so stay connected with them. If you do not use LinkedIn or Facebook, provide your personal email address instead.)
Best regards,
Jeanine
Grammar Error Hunt and Correct
This paragraph contains an error. Find and correct it:
I'm sorry for my slow reply. I've been on vacation, so just received your message. Paul Havlicek in corporate communications is very knowledgeable about your concerns. You can reach him by phone at (609) 555-5555 or email at phavlicek@acme.com.
The answer is
here.
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(Issue 19: June, 2009) by Mary Cullen
"Where is the line between personality and professionalism in business communication? How much of our persona should come through our documents?"
I hear this question often in classes. "Transparency" is a commonly bantered-about term, but not easily defined. And, we do want to maintain professionalism.
Here is an actual TMI (too much information) example, sent via Instant Message as part of an internal project team discussion. (This was sent by a female senior marketing manager to her team, comprised of men and women, in the US and abroad, some of whom she knew well and some she had never met):
"Be back in a bit to chat away and answer IMs! I am off to work out my booty at break. Going back to Florida in 20 days! WOOT"
This fails badly because:
- It was irrelevant to the work discussion.
- "Booty" isn't an appropriate topic to chat up with business colleagues, unless they are also your very close friends, and even then shouldn't be put in writing.
- Wider audience matters, including international perception. This woman works in a very casual satellite office located in the western US, where communication norms are more relaxed than other areas. It's possible (but unlikely) that this extremely relaxed banter is acceptable within her local, small work group, but we need to keep focus on our wider audience as well. An older businessman from Asia (her boss) sent this example to me because he viewed it as extremely unprofessional.
How then, can we be authentic and transparent, but not bleed all over our audience?
Easy: Always envision your audience. Provide the information that suits your audience's needs.
Business communication is not about broadcasting, it's about connection. I do not advocate self-censorship of personality, beliefs and way of being, but I do believe we must frame our message so our readers can hear it.
Sometimes, we need to convey difficult information. If we shape it so the audience understands rationales and impact, and our language and tenor are trustworthy, the message connects.
Years back, business people hid behind archaic, business-speak writing to sound professional and "in-the-know." With information overload and communication channels increasing exponentially, the goal is now always clarity:
- Let your tone exude your personality. If you are earnest, let that ring in your documents. If you are quick-witted, show this in your writing.
Too often in business, we forget it's really a human to human connection occurring. It is good business to bring our authentic selves to a mutual meeting place with our audience so we hear each other, so sales are made, skills gained, businesses grow and perspectives widen.
If you are ever in doubt about how much to reveal, just envision your audience. Ask yourself if the content and tone are appropriate and needed by this particular audience. Let that be your guide, and you'll always hit the balance of professionalism and authenticity.
Grammar Error Hunt and Correct
This paragraph contains and error. Find and correct it:
Your personality should be present in your business writing. When balancing personality with message, be certain to consider audience, content and tone.
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(Issue 18: May, 2009) by
Mary Cullen I met last week with a technology company group having problems with business reports. The company vice president complained business reports were often "confusing and choppy." When he showed me some typical status reports, I instantly recognized one common problem.
Reports required input from several employees, often in different business units and work teams. Each employee wrote the section of the business report requiring his or her expertise. No one edited the business report for consistency in style and voice, or verified audience targeting and complete content.
This resulted in a Frankenstein-like report composed of strong and clear individual components, which when meshed together, created a disjointed whole. It was an information dump.
HOW TO PREVENT INFORMATION DUMP IN BUSINESS REPORTS
It is most productive for the person who is most knowledgeable about a project component to write that report segment, or else provide the data and content to the report writer. Most important: each person who contributes to this business report needs to understand who will be reading the report, and shape the content for those readers.
Once the report is fully compiled, one person needs to edit it in its entirety. When you choose the report writing editor from your project team, consider these qualifications:
- In most organizations, information flows downward fairly well. It's upward information that needs nudging. So, choose as your report writing editor the person on your project team who is a strong writer and who best understands executive needs, particularly since business reports typically move laterally and upward.
Your chosen editor should:
- Define the audience clearly. Make sure the business report is shaped for this reader, or multiple readers.
- Verify the content in the business report matches your clearly envisioned readers' needs. Verify that the all content is included. Content inclusion should be based on what your reader needs to know, not what the project team did or knows.
- Edit next for organization and sequence. Make certain information is grouped by concepts, and that information is well organized.
- Last, check for style and format.
- In one Frankenstein-like status report we examined last week, the executive summary was written in narrative form in Microsoft Word, grafted on top of the body of the report shaped in PowerPoint. Scary! The full report needs to follow the same format.
- Correct all syntax and grammar errors and eliminate wordiness and jargon.
- Format the business report so it is most easily absorbed by your reader, tiering the information from most to least importance for your reader.
Ensuring a unified voice, style and organization will prevent information dumpting and Frankenstein business reports, and ensure they correctly and clearly communicate business-critical projects and opportunities to executives.
Business Writing Grammar Error: Hunt and Correct
This paragraph contains and error. Find and correct it:
David Ambers, Technology Director, is upset reports are not communicating value to executives. Error free writing is critical, if we want executives to understand the value of our initiatives. Additionally, business reports need to be jargon-free.
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