Posted by Deborah Dumaine on Fri, Jul 16, 2010 @ 09:20 AM
Our clients wrote a new tag line for us a few years ago: “Clear writing for a complex world.” They foresaw a trend that is spinning all of us ever more quickly out of control—today's world is more complicated than ever. With globalization, increased interconnectivity, and new technologies constantly changing how businesses operate, one pillar of business success must hold fast: clear, actionable communications.
IBM recently released its fourth Global Chief Executive Officer Study. The results are in—CEOs from over 1,500 companies worldwide report that complexity is the number-one challenge they expect to face in the years ahead. IBM identified a large gap between CEOs who named complexity as the biggest challenge and those who felt prepared to face it: “the complexity gap.”
So, what does it take to beat the complexity gap and stand out in a complex world? IBM reports that CEOs of successful “standout organizations” are turning complexity to their advantage by
- reinventing customer relationships
- building operating dexterity
- embodying creative leadership.
At Better Communications, our focus is on reinventing customer relationships through good writing. Good writing is, in fact, one of the best ways to help companies move forward and face the complexity gap head-on. Today, customers have more options than ever before. Given new suites of technologies, changing business models, and increasingly crowded markets, it is more important than ever to connect with clients and customers.
If you're looking to reinvent relationships, focus on your communications with the customer. Put yourself in the customer's place—what would be most helpful to you if you were the customer? Whether you're writing e-mails, executive summaries, or reports, the following principles always apply:
- Use informative subject headings.
- Highlight important information with bullet points.
- Tell the customers what you can do for them.
- Use a friendly tone that puts the customer at ease.
- Include only necessary information.
- Edit for correct grammar and punctuation.
If you always use the strategies above, your customers and clients will better understand your proposals, respond to your e-mail more quickly, and experience greatly enhanced levels of satisfaction.
Remember, it's a complex world! The people you work with will appreciate everything you do to help simplify it.
Download the IBM Study (http://www-935.ibm.com/services/us/ceo/ceostudy2010/index.html) or preview our Business Writing Solutions (http://www.bettercom.com/business-writing-courses/).
Posted by Deborah Dumaine on Tue, Apr 13, 2010 @ 02:07 PM
"Is it hard to teach the Six Steps to Reader-Centered Business Writing in house at my company?"
I get this question a lot in our business. So many companies are struggling to deliver the best possible learning experience within a tight budget and are considering taking the program in house. A resident expert can be a valuable resource--someone who can train without extra travel costs, assist team writing projects to speed up business, and offer ongoing coaching and editorial advice.
However, developing subject matter expertise in writing can seem formidable. It doesn't have to be--success is all about the process. If writers follow our quality process, they get a consistent outcome. A well-designed train-the-trainer program eliminates the mystery.
We have found that the attributes of a great business writing facilitator consist of the following:
- a PASSION for writing
- a LOVE of grammar and editing
- a DESIRE to help people write their personal best
- a PRESENCE in the classroom that leads with warmth
- the great FACILITATION skills of a classic adult educator
- the ENERGY and EMPATHY of a great coach
- OK, so you also have to be a hawk-eyed strategic editor.
You may have the skills to deliver our programs, and we are happy to help you find out if you do. Contact us any time if you are curious to learn how you stack up. Next week, we'll be explaining in more depth how our assessment process works.