Page 28 - How to write effective business English your guide to excellent professional communication by Fiona Talbot

Business writing for today 17

Ideal communication

It’s hard to define ideal business communication but this summary
is useful:

Effective written communication is when the correct, concise,
current message is sent out to the primary receiver(s), then
onwards without distortion to further receivers to generate the
required response.

Let me amplify. Sometimes we write to someone simply to inform
them of something. They then remain the primary receiver. The
only response we require is one that favours the way we have de-
livered the message (both on a personal and a company level).
Probably more often our aim when we write is to do more than
simply inform. We’re looking for the receiver(s) to like our style
and to do something too. Our writing should influence them and
actively enable this. It’s crucial that it is understood by all who read
it (first-hand or forwarded on), so we achieve our objectives and
cover everyone’s needs.
Why include the word ‘current’ in the formula? This is because
so often people systematically address the first two points I list, but
then forget to update the information. Then the best-laid plans get
messed up.
Here’s an example. An external trainer is going to deliver a
course for 10 members of a company’s staff. One week earlier, their
manager issues joining instructions to all attending. The course is
to be held in the Byfield Room in a hotel the company uses. The
trainer has been e-mailed the full list of names and has asked the
company to notify any changes before the day.
By the day of the training no changes have been communicated
and the trainer arrives for set-up. He finds that the hotel has
changed the venue to the Smithson Room. This hasn’t been laid out
as requested and there’s no overhead projector, which is crucial. By
the time the course is due to start at 9 am, only seven attendees
have turned up. The trainer texts then calls the company to check