1. General writing tips
The ACE Communication Process:
A systematic process that helps you make good communication decisions.
A flexible process: that can be applied to any situation, simple or complex—and any
message, written or oral.
A repetitive process: evaluation may lead back to the analysis to reconsider decisions.
Step 1: Analysing
Why: the purpose
What are you trying to achieve through your writing?
What outcome do you want to achieve?
What you want your audience to know or do as a result of the communication?
Who: audience
Register and tone
o Register: formal vs informal
o Tone: polite vs impolite / friendly vs unfriendly
It is possible to write an informal but polite email, as it is to write a formal but impolite one!
Level of knowledge
Step 2: Composing
Three key elements:
Organising the message
o Use a traditional outline: it allows you to break a topic into major ideas and
supporting details and then list that content in the order you will present it.
Adapting to your audience
o YOU-attitude: Email must be reader-centred + focus on the reader’s advantage
Design techniques for good business communicators:
Start with a purpose-driven introduction.
Break your message into short paragraphs.
Begin each paragraph with a strong topic sentence—identify the main point or idea of the
paragraph.
Signal shifts by using headings or words such as “first” and “second.”
Use parallel bullet lists for easy comprehension and skimming.
End with a specific conclusion or recommendation.
Subject lines
KISS your readers: Keep It Short and Simple fewer than 10 words, fewer than 5 is even better
First general subject, then specifics: Put yourself in the reader's position
Step 3: Evaluating
Three key elements…
Revising content
o Check for completeness:
Are your purpose and your main point clear?
Have you provided all the info you need to support your purpose?
Will the organization of that information make sense to the audience?
Is the message persuasive enough to be successful?
, o Check for clarity:
Is it easy to understand?
Does it avoid abstract wording—broad concepts that an audience can
interpret in multiple ways?
Does it use concrete wording—specific methods, topics, or instances?
Editing style and tone
o Use positive wording
Creates an optimistic, encouraging, and often more informative message.
o Use conversational style
o Use passive voice
o No commas after salutation or complimentary close
o No ‘.’ after Mr or Ms
o Use formal linking words
o Don’t start a sentence with ‘But’
o Ensure your spelling, punctuation and grammar are correct
o Don’t mix ‘I’ and ‘we’
Proofreading
2. Communicating Routine Messages and Building Goodwill
Businesses produce millions of messages every day as a routine part of getting work done:
Routine business message — short, straightforward, non-sensitive communication that asks and
answers questions, provides information, or confirms agreements.
• Communicate through emails, telephone calls, face-to-face
conversations, text messages, tweets, blogs, and social networking
sites
• Require that you be clear, complete, and respectful
Goodwill message — give you the opportunity to establish and sustain a positive relationship with
your audience
3 keys to success
Be positive
Make others feel important
Be likeable
Be direct
YOU-perspective
Focus on audience benefits:
- Internal (e.g. reduced workload, financial gain…)
- External (positive effects on people or things the audience cares about)
Avoid ‘you’ in negative ways (orders and accusations)
The ACE Communication Process:
A systematic process that helps you make good communication decisions.
A flexible process: that can be applied to any situation, simple or complex—and any
message, written or oral.
A repetitive process: evaluation may lead back to the analysis to reconsider decisions.
Step 1: Analysing
Why: the purpose
What are you trying to achieve through your writing?
What outcome do you want to achieve?
What you want your audience to know or do as a result of the communication?
Who: audience
Register and tone
o Register: formal vs informal
o Tone: polite vs impolite / friendly vs unfriendly
It is possible to write an informal but polite email, as it is to write a formal but impolite one!
Level of knowledge
Step 2: Composing
Three key elements:
Organising the message
o Use a traditional outline: it allows you to break a topic into major ideas and
supporting details and then list that content in the order you will present it.
Adapting to your audience
o YOU-attitude: Email must be reader-centred + focus on the reader’s advantage
Design techniques for good business communicators:
Start with a purpose-driven introduction.
Break your message into short paragraphs.
Begin each paragraph with a strong topic sentence—identify the main point or idea of the
paragraph.
Signal shifts by using headings or words such as “first” and “second.”
Use parallel bullet lists for easy comprehension and skimming.
End with a specific conclusion or recommendation.
Subject lines
KISS your readers: Keep It Short and Simple fewer than 10 words, fewer than 5 is even better
First general subject, then specifics: Put yourself in the reader's position
Step 3: Evaluating
Three key elements…
Revising content
o Check for completeness:
Are your purpose and your main point clear?
Have you provided all the info you need to support your purpose?
Will the organization of that information make sense to the audience?
Is the message persuasive enough to be successful?
, o Check for clarity:
Is it easy to understand?
Does it avoid abstract wording—broad concepts that an audience can
interpret in multiple ways?
Does it use concrete wording—specific methods, topics, or instances?
Editing style and tone
o Use positive wording
Creates an optimistic, encouraging, and often more informative message.
o Use conversational style
o Use passive voice
o No commas after salutation or complimentary close
o No ‘.’ after Mr or Ms
o Use formal linking words
o Don’t start a sentence with ‘But’
o Ensure your spelling, punctuation and grammar are correct
o Don’t mix ‘I’ and ‘we’
Proofreading
2. Communicating Routine Messages and Building Goodwill
Businesses produce millions of messages every day as a routine part of getting work done:
Routine business message — short, straightforward, non-sensitive communication that asks and
answers questions, provides information, or confirms agreements.
• Communicate through emails, telephone calls, face-to-face
conversations, text messages, tweets, blogs, and social networking
sites
• Require that you be clear, complete, and respectful
Goodwill message — give you the opportunity to establish and sustain a positive relationship with
your audience
3 keys to success
Be positive
Make others feel important
Be likeable
Be direct
YOU-perspective
Focus on audience benefits:
- Internal (e.g. reduced workload, financial gain…)
- External (positive effects on people or things the audience cares about)
Avoid ‘you’ in negative ways (orders and accusations)
