Business Writing Tips Newsletter. Issue 20: June, 2009

Greetings!

This month's issue looks at transparency and authenticity in business writing. Should our personalities shine through? How much is too much? Read on to find that balance.

With warm regards,

 
Mary Cullen
President
 
PS Clients are welcome to email us any questions about this issue.

How Much of Ourselves Should We Reveal in Our Business Writing?

"Where is the line between authenticity 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 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:

• If you make a mistake, it's good business and good communication to apologize. (Tips to write a business apology letter.)

• If a colleague encounters a job loss, do reach out and extend your condolences. (Tips to write a condolence letter for a job loss.)

• Write to express, not to impress (Tips to eliminate jargon.)

• 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

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