Why do you need a plan?

Consider how readers are responding to your messages:
• Are readers asking for additional information?
• Are you NOT getting the information you need when you need it?
• Are readers overlooking key information that you send them?
• Are customers complaining that you didn’t solve their problem? Some customers simply may not like your solution—but did you clearly tell them how and why you arrived at this solution?
Assess your email messages and writing process:
• Do you dash off email messages without thinking through the issues?
• Do you unintentionally bury important information in long paragraphs or at the end of your message, where readers are likely to overlook this information?
• Do you overlook key questions readers need answered?
• Do you include unnecessary details that side-track readers?
• Do you omit next steps that tell readers what information you need and when?

These are common problems writers make and can result in miscommunication, delays, and customer dissatisfaction. You can avoid these problems by taking time to plan email messages. A few minutes of planning can save you time and energy clarifying issues and keep the business transaction on track.

What Is the Action Plan?

The Action Plan is a quick way to make sure your message addresses readers’ concerns, includes the necessary information readers need to take action, and completes the transaction by resolving problems, offering recommendations, or answering questions—quickly, clearly, and completely.

Before writing your message, consider your
• Purpose: Your reason for writing.
• Why are you writing this email?
• What do you hope to achieve?
• Audience:
• What do they already know about the issue?
• What do you want them to do?
• How will they respond to your message (receptive, indifferent, or resistant)?
• If resistant, what objections might they have about your approach, suggestions, resolution, etc.?
• If indifferent, how can you engage them? How does the issue relate to them? How will they benefit?
• Main Message: The main message—what you want readers to consider, do, or respond to—must be stated in your first paragraph. Readers expect the first paragraph to explain what the message is about, why they are reading it, and what they should do with the information. For example, reader’s will pay attention to first paragraphs that tell them
• Here’s how I’ve solved your problem.
• Here’s my recommendation for solving X.
• Our customer surveys show we need to improve our email communication.
• We can increase productivity by doing X.
• Next Steps: Who does what next? To get the information you need or to resolve reader’s issues or questions, you must make the next steps clear. Here is one example of a precise next step:
• “Please send me last quarter’s (Q2) sales revenues by Friday, April 9, so I can prepare Q3 budget for our regional meeting on April 12.”

Try this plan. See if it helps you get to the point and reduce follow-up questions. Then let us know how well it works for you. And download our PowerPoint “ACTION PLAN” presentation.

Action Plan

Our next blog will cover email writing strategies for quick reading.

Well, here’s a little spin on a humbug year.
****************************************************

Dear Family and Friends,

Season’s Greetings!

Another year has passed and with it some eventful changes for the Smith Family.

Don, who has worked at the securities commission for the last 25 years, has left his position to pursue a unique marketing niche—family financial reduction services. Don has saved our family a total of $2,500 in food, clothing, and house maintenance costs through coupon research and exchange. He has a devised a streamline system of identifying cost-reduction purchases by date, product, and store. He is thinking of writing a book about his system. He’s such a good writer.

Joanie, a sophomore at NYU, is taking the year off—a break from the academic rigors—to gain experience in the professional world. She is working as a legal secretary with Injuries R Us, Inc., a personal injury law firm that works with an international clientele. Her Spanish has come in handy. And we may just have a future lawyer in our midst.

And John, who graduated from Cornell in May, is following his bliss in the restaurant business.

As for me, I’ve resumed my professional career after 20 years as a homemaker. I’m now working in the health insurance industry, screening claims. I’m finally using my background in public relations and advertising! It’s a creative and challenging job explaining rejections for medical services that patients believe are covered under their insurance. Insurance coverage is complex, as I’m discovering.

On a sad note, poor Muffy—our 6-year-old beagle—is no longer with us. In our move from the house on Porter Avenue—yes, we’ve moved this year after 25 years—Muffy jumped from the open car window as we were moving the last of our belongings to Carter Street. (Carter Street is poised for gentrification, and we think this is the time to move into a distressed area and pioneer its revitalization.)

The last time I saw Muffy she was running across a vacant lot heading for home.

Wishing you happy holidays and joy and prosperity for the coming year!

The Smith Family

Share your holiday letters—whether a humbug or no humbug letter—that narrates the events of your life this year. Put a spin on bad events or frighten your relatives with the real truth. Post your letters here!

Writing Effective Email
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