Because I’m old enough to remember when we called all writing within an organization, business writing, it gives me extreme pleasure to blog about business writing today.
Whether chat, Slack, Zingle, text or email, it’s BUSINESS writing.
How and what you write matters.
And it’s a judge-y world. We’re hardwired to use (faulty) shortcuts to determine another person’s intent (though often wrong, it saves us time and effort).
In business writing, if we feel the tone/message shows:
a thoughtful, frictionless next step
care & compassion
and a respectful response time, we think the other person is smart, capable and trust worthy.
The opposite is also true and admit it, you judge too. (Read: “I’m going their.”) You’re judging aren’t you! 🙂
So when it comes to business writing, email or chat, consider:
Email allows time for reflection. Chat doesn’t. Business writing needs to be more thoughtful in email. Chat, less so but–
Email can be frustrating because the other person gets to slow down progress by not responding until, gulp, tomorrow!
Chat can be exhausting because response was expected, a second ago.
Here’s the kicker: Positivity, friendliness and clarity are even more important when texting and chatting than in email because with the speed of response, misunderstanding occurs much more quickly and more frequently.
Business writing – regardless of the device or app being used – needs to be intelligent, helpful and interesting, and if you can incorporate the list above, you’re a superstar. (Did I mention concise too? :-))
When customers, colleagues and internal stakeholders feel unsure about your tone and intent your content and expertise are dismissed too. Continually improving your writing and taking it to the next level yields huge dividends.
Two quick tips for chat and text writing:
1. When you have a negative, tie a solution to the “no.”
Your customer requests something you can’t accommodate.
“Sorry, no upgrades are available at this time,” won’t cut it.
Instead: What can you offer? Start with that:
An upgrade is available tomorrow after 4pm. Would you like me to confirm the upgrade for you and text you as soon as your upgraded room is ready?
2. Know your purpose
Are you responding to say no or to keep a customer?
In every business communication, use positive, solution-oriented language to elevate the conversation and lessen (inadvertent) conflict.
Before you go—
The whirlwind is behind us and the future is bright! With two-thirds of buyers preferring remote interactions – digital and virtual – polishing your email selling skills is key to dramatically improving sales.
It’s time to stop sending email after email only to be ignored! You can write quick, strategic, smart messages that get results and drive sales!