how to write anything

How to write anythingThe complete guide

© 2015 Kenton Larsen | Twitter: @kentonlarsen

The process

2

Purpose

Reader

Brainstorm

Organize

Draft

Revise

Purpose

© 2015 Kenton Larsen | Twitter: @kentonlarsen3

“My purpose is to encourage

the reader to look at my

resume” versus “My purpose

is to encourage the reader to

call me for an interview.”

“I would like a refund” versus

“I would like an apology”

versus “I would like an

explanation.”

Reader


Information

Attitude

Brainstorm


As many ideas as possible

Don’t censor or criticize

Be open to unusual ideas

Combine and improve ideas

Step-by-step

Chronological

Order of importance

Pros and cons

Organize


Draft


Just start writing and stop when you say:

“Why am I writing this?”

“Is this relevant?”

“This stinks.”

Revise


Rethink

Rewrite

Revise (in passes)

Proofread (out loud, with help)

Fix

Break

Repeat

Should I even write?


Stop and think, “How would I feel if I got this

in writing?”

Consider common sense, courtesy,

“corporate culture”

Don’t write when you’re angry

E-writing


Length

Complexity

Formality

Number of readers

Permanence

E-writing


Is your message as brief as can be?

Have you included everything?

Are you courteous?

Is your tone right?

Would you care if this communication is permanent and

public?

The four keys


1. Grab their Attention

2. Get to the Point Quickly

3. Make it Positive

4. Get it Right

How to start


Select an appropriate opener:

1. Say thank you

2. Jog their memory

3. Express your concern

1. Say thank you


Thank you for your recent inquiry about…

Thank you for providing the information...

Thank you for bringing your concerns about this

project to my attention.

2. Jog their memory


You recently asked for some information on database

software.

As we discussed over the phone today, I've enclosed the

form you need…

Here are the results of our new approach to…


I’m concerned to learn of the delay in implementing the

new procedures.

I share your concern about the allocation of resources to

this project.

We understand the problems caused by the error in our

calculations.

3. Express your concern

Openers to avoid


As per your request…

I have received your request for…

I am responding to your Aug. 15 email.

Please refer to our letter of Nov. 2.

Further to your memo of Jan. 4.


Focus on what reader needs and wants to know

Answer the questions

What's the next step?

Body


Keep it short

Keep it positive

Offer help

Signing off

Offer help


If I can be of further help, please

let me know.

If you have questions, please call

me at 204-946-1234.


There is no charge to your department for this service.

I'll call you next week to confirm the effective date.

We are processing your claim, and you will receive your

first cheque on Jan. 15.

Reinforce good news


I'll change your beneficiary as soon as you return the

enclosed form.

We'll be glad to review your proposal as soon as we

receive this additional budget information.

Please let me know by Thursday, so we don't miss this

opportunity.

Reinforce the next step


For business letters, use

“Sincerely”

For memos and emails, use your

full name or first name

Closing salutation


1. Your letter of Feb. 2 to Jim Ross has been forwarded to me for

review and response.

Thank you for your letter asking us to participate in sponsoring

the Children's Poster Contest.

2. Thank you for your recent complaint.

Thank you for bringing your concerns to my attention.

3. Further to your discussion with Wendell, please find enclosed an

invoice in the amount of $3,452.16.

We’ve enclosed an invoice for your $3,452.16 claim, which you

discussed with Wendell last week.

Openings and closings


4. Once again, please accept our apologies for the inconvenience this

has caused you.

If you have any questions, please call me at 946-1234.

5. I hope to hear from you in the near future.

Please let me know by Nov. 30.

Openings and closings


Saying "No"

Delivering bad news

Answering complaints

Handling sensitive situations

Tough situations


Select an appropriate opener:

Say thank you

Jog their memory

Express your concern

How to start


We regret to inform you…

I'm sorry we're not able to...

Openers to avoid


Get to the point quickly.

Summarize the situation.

Be polite.

Offer alternatives; emphasize what you can do, rather than what you can't.

Apologize once – if it’s your fault. Don’t lay blame.

Assure your reader you have carefully considered the request.

Avoid red-flag words, like “complaint.”

Don’t take it personally.

Body


Never close with refusal

Use a positive statement

Closing

Your recent letter of complaint has been referred to my attention.

I have personally reviewed our file on this matter and have

reached the same conclusion as outlined in our letter of Jan. 12.

As we told you before, our department's policy is to issue these

reports on a monthly basis, as it is simply not feasible to do so

more often, in terms of the direct costs and staff time required.

In conclusion, I stand by our earlier decision, that is, we will

continue to provide this report on a monthly basis, as we do now.

Saying no


Rewrite


Thank you for bringing your concerns about the monthly reports to

my attention.

I have carefully reviewed the costs and staff time involved in

producing weekly reports and found that it is not cost effective for

us to produce them more often than we do now.

Here is the breakdown of our time and costs:

• Monthly $250 one day per month

• Bimonthly $300 two days per month

• Weekly $500 four days per month

If your department is willing to pick up the additional staff time and

direct charges we incur for producing this report more frequently,

we will be pleased to prepare it for you.

Please let me know whether you want us to proceed.

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