Si vous n'êtes pas à l'aise avec l'anglais, utilisez ceci :
Cet outil vous fournit une traduction automatisée en français.
10 Secrets For Everyday Writing Success
Copyright © Shaun R. Fawcett
During my 30-year career in a variety of professional positions in both the private and public sectors I have written literally thousands of letters and memos and hundreds of reports. If I had to boildown everything Ive learned about practical day-to-day writing for both personal and business purposes into 10 key points, this would be my Top 10 List".
1. Preparation Is the Key
Do all of your research first, before you start to write. Even a letter normally requires some minor research such as making some phone calls or reviewing a file. Its also very important to prepare yourself mentally before writing. So, dont sit down to write too soon. Mull it over for a while, sometimes a day or two, sometimes an hour or two, depending on the complexity of the job at hand. Its amazing how the sub-conscious mind will work on the problem behind the scenes and when you finally do start writing, it will flow.
2. Always Use a Sample
For me, this is critical. No matter what I write, it helps tremendously if I have some visual stimulation. If Im writing a letter I post a copy of a similar letter, or the one Im responding to, somewhere in my direct line-of-sight. It helps me focus and keeps my mind on the subject at hand, minimizing the tendency for my mind to wander. No matter what it is, I always make a point to find some previous work or a sample of work similar to what Im doing. It really stimulates the creative writing process and increases productivity significantly.
3. Shorter Is Always Better
Whether youre writing a report or a letter, look for ways to cut it down in length. Concentrate on conveying the essential message. If something youve written does not enhance the core message, or doesnt add value, consider cutting it. These days, you have to be short and to the point to get your message read.
4. Use Concise and Appropriate Language
Your letter or report should use simple straightforward language, for clarity and precision. Use short sentences and don't let paragraphs exceed three or four sentences. As much as possible, use language and terminology familiar to the intended recipient. Do not use technical terms and acronyms without explaining them, unless you are certain that the addressee is familiar with them.
5. Be Your Addressee
A key technique to use when writing anything is to clearly visualize your audience. As you write, try to imagine in your minds eye the specific person(s) to whom your written product is directed. I often imagine that I am sitting across the boardroom table from my addressee, trying to explain my points in person. Make an effort to see the situation from the other persons perspective. What would you be looking to see if you were the recipient of the letter or report?
6. Do the Outline First
Even if its a one-page letter, it doesnt hurt to jot down a few quick notes on the main points that you want to cover. This process forces you to think logically about exactly what you want to cover and it helps you decide in which order you will approach your subject. For a letter this is helpful. For a report, this is absolutely essential. In fact, I believe that you should force yourself to go through the entire thinking process that is required to develop a complete draft Table of Contents, before you start to write any report.
7. Write and Then Rewrite
No matter how much preparation I do, I always find that I can improve on the first draft. Thats partly because when Im writing that first version, my main focus is to get the essence of my thoughts down on paper. At that stage I dont worry about perfect phrasing, grammar or logic. My main mission the first time through is to make sure that I capture the critical words and phrases that form the core meaning of what I want to communicate. Then I can do the fine-tuning in the last pass.
8. Format Is Important
Whatever you are writing, make sure it looks professional. This is where proper formatting comes in. Your credibility, and/or that of your organization, is on the line; with your report or letter serving as your representative. If it is not professionally formatted, it will reflect negatively on you, even if the content is good and it is well-written. Rightly or wrongly, the value of your work will diminish in peoples eyes if the formatting of your document is shoddy or amateurish looking. On the other hand, weak research and/or writing will appear better than it really is if the formatting is good.
9. Read It Out Loud
Some people who havent tried it may laugh when they read this, but it really works. At any point during the drafting process, but definitely at the draft final stage, read your report or letter to yourself out loud. Its amazing what one picks up when they actually hear their words as if they were being spoken to them as the addressee. I find this helps me the most in picking up awkward phrasing and unnecessary repetition of words or terms.
10. Check Spelling and Grammar
Last, but far from least, make sure you double check the spelling and grammar in your document. These days, with spell-checkers built into word processing programs theres really no excuse not to do this. Once again your document is a direct reflection of you and/or your organization. If it is riddled with spelling mistakes and obvious grammatical errors, it will appear unprofessional and your credibility will suffer. Watch out for the words that sound the same but have completely different meanings that a spell-checker wont pick up. Words such as four and fore, for example. Your final read-through out loud should catch any of these.
Whether you're writing a letter, a memorandum, a report or an essay, follow the above tips and you won't go wrong.
BONUS : 10 Secrets For Writing Killer Complaint Letters
Copyright © Shaun R. Fawcett
As Webmaster of a number of popular writing help destination sites, I am often asked to assist people with writing their complaint letters. In fact, complaint letter info and samples are among the most popular subjects of searches on my Web sites.
Personally, I enjoy writing complaint letters because, if one is done properly, nine times out of ten it will receive a favorable response. So there is usually a reward involved. You might not always get everything youre looking for, but its rare that a well-crafted complaint letter wont get you some serious action.
This is a revised and updated version of an article I wrote a couple of years ago that will tell you exactly how to approach and write a complaint letter:
Complaint Letters WILL Get You Action
Complaint letters arent always fun, but sometimes they need to be written. In many cases, if people dont complain, the problem agency at fault (i.e. company or government) wont even know that the problem you and others may have experienced even exists.
Ultimately, legitimate complaints, by even a few people, can (and often do) result in better service for everybody. Not only that; writing them can be personally beneficial too!
Thats right. Writing complaint letters can be an empowering and therapeutic experience! It allows one to take action instead of playing the role of a victim and nursing an ongoing resentment towards a company about poor service or treatment received. Once the complaint letter is written and in the mail, one can let it go knowing that one has done something tangible and constructive about the situation.
Not only that, but properly written and handled complaint letters get action!
After I started writing complaint letters, I began receiving gracious letters of apology and contrition from senior executives including bank vice-presidents and v.p.s of marketing for giant corporations.
Getting those, felt one heck of a lot better than polishing an ongoing resentment and getting even angrier the next time something bad happened. Sometimes I even get discount coupons and free merchandise!
Last year, a one page complaint letter earned me a $2,200 credit from a major credit card company. Another one got a body shop to write-off a $1,000 repair bill.
10 SECRETS THAT WILL GET YOU ACTION
Here are 10 trial-and-error strategies I have learned for writing complaint letters that are guaranteed to get you attention and action.
1. Write To The Senior Person Responsible
It is important that you get the name and detailed mailing address of a very senior person responsible for the product or service that you are complaining about. I generally try to write to the V.-P. level. Never go below Director level if you want a serious response. Name and address information can be obtained from the organizations Web site or by calling the company and asking for the name and title of the senior person to whom you should write.
2. Dont Send An E-Mail
When it comes to sending a serious complaint to a company DO NOT send an e-mail, regardless of what it may say on their Web site. E-mails are usually handled dismissively by low level customer service people. If you want serious attention and action, the formal written complaint letter is the only way to go. (yes, by snail mail!). When it arrives in the V.-P.s office, it triggers a bureaucratic process that ensures that the right people will see your letter, and will act on it.
3. Keep It As Short As Possible
Preferably, no longer than one page, two at the very most. When drafting a complaint letter there can be a tendency to go on and on just to make sure the recipient gets the point. Keep it focused, and as short as possible, but without diluting the facts of your message too much.
4. Give It A Heading For Easy Identification
Place a heading at the top of the letter with information that the company or agency will relate to, such as your account number or customer number. Make it easy for them to find you on their computer filing system.
5. Clearly Explain The Situation
Make sure that you give all of the specific details needed so that the company/agency can verify your claim without you having to get into an endless game of telephone tag with them. If at all possible, break it up into specific bullet points. Include specific dates, times and places, as well as the names of people you dealt with. If youre not sure of these when composing the letter, call them back and ask for the specifics. (You dont have to say its for a complaint letter).
6. Use A Positive and Respectful Tone
I have found that the best approach is to use a positive upbeat tone. Remember, you are writing to a senior person who probably sympathizes with what happened to you and will likely give you the benefit of the doubt. Your tone should convey the message that you are the innocent victim and you understand that the company wouldnt have done such a thing deliberately. Also, DO NOT put them on the defensive by expressing your anger too much (even if you are really angry). Make it a calm, considered and deliberate communication from a concerned customer.
7. Send Copies If Appropriate
There can be cases where it is wise to send a copy of the letter to other parties just to make sure that you will get some serious action. For example, in a case where you have been told to write to a Regional Manager of a program, it is often a good idea to make sure that someone in head office also gets a copy. I sometimes send a copy to customer services or customer relations, offices at the national level. Or, if theres a regulatory body involved, make sure you show a cc: going to them.
8. Shame Them As Much As Possible
Companies that claim and advertise high levels of customer focus and service do not like to be criticized in those areas. If you have a strong case that makes them vulnerable in one of these areas, use as much ammunition as you can to embarrass them in these sensitive areas. Modern marketing terms such as: customer relationship management (CRM), one-to-one marketing, most valuable customer (MVC), and customer-centric focus, all tend to get their attention. Also, using such terms makes you sound like an authority. Another thing I often do is go to their Web site, find their mission or customer service commitment or whatever, and then quote it back to them in the appropriate place in the letter.
9. Imply You Might Take Your Business Elsewhere
I always do this near the closing. Companies dont like to lose customers, especially long-time customers. Senior marketing people are well aware that study after study has shown that it costs five to seven times as much to recruit a new customer as it does to hold on to an existing one. Not only that, these days they are worried about the possible viral effect of a complaint against them being posted on online forums and/or blogs.
10. Ask For An Early Reply
In the closing paragraph of your complaint letter, state specifically that you are expecting an early reply. Make sure that you follow-up by phone or e-mail if you have heard nothing in three weeks. Some companies will send you an acknowledgement letter stating that they are working on your case and will get back to you within a week or two.
Use the above strategies and you are sure to get action with your complaint letters. And, dont forget the old truism the squeaky wheel gets the grease!
Copyright © Shaun R. Fawcett
As Webmaster of a number of popular writing help destination sites, I am often asked to assist people with writing their complaint letters. In fact, complaint letter info and samples are among the most popular subjects of searches on my Web sites.
Personally, I enjoy writing complaint letters because, if one is done properly, nine times out of ten it will receive a favorable response. So there is usually a reward involved. You might not always get everything youre looking for, but its rare that a well-crafted complaint letter wont get you some serious action.
This is a revised and updated version of an article I wrote a couple of years ago that will tell you exactly how to approach and write a complaint letter:
Complaint Letters WILL Get You Action
Complaint letters arent always fun, but sometimes they need to be written. In many cases, if people dont complain, the problem agency at fault (i.e. company or government) wont even know that the problem you and others may have experienced even exists.
Ultimately, legitimate complaints, by even a few people, can (and often do) result in better service for everybody. Not only that; writing them can be personally beneficial too!
Thats right. Writing complaint letters can be an empowering and therapeutic experience! It allows one to take action instead of playing the role of a victim and nursing an ongoing resentment towards a company about poor service or treatment received. Once the complaint letter is written and in the mail, one can let it go knowing that one has done something tangible and constructive about the situation.
Not only that, but properly written and handled complaint letters get action!
After I started writing complaint letters, I began receiving gracious letters of apology and contrition from senior executives including bank vice-presidents and v.p.s of marketing for giant corporations.
Getting those, felt one heck of a lot better than polishing an ongoing resentment and getting even angrier the next time something bad happened. Sometimes I even get discount coupons and free merchandise!
Last year, a one page complaint letter earned me a $2,200 credit from a major credit card company. Another one got a body shop to write-off a $1,000 repair bill.
10 SECRETS THAT WILL GET YOU ACTION
Here are 10 trial-and-error strategies I have learned for writing complaint letters that are guaranteed to get you attention and action.
1. Write To The Senior Person Responsible
It is important that you get the name and detailed mailing address of a very senior person responsible for the product or service that you are complaining about. I generally try to write to the V.-P. level. Never go below Director level if you want a serious response. Name and address information can be obtained from the organizations Web site or by calling the company and asking for the name and title of the senior person to whom you should write.
2. Dont Send An E-Mail
When it comes to sending a serious complaint to a company DO NOT send an e-mail, regardless of what it may say on their Web site. E-mails are usually handled dismissively by low level customer service people. If you want serious attention and action, the formal written complaint letter is the only way to go. (yes, by snail mail!). When it arrives in the V.-P.s office, it triggers a bureaucratic process that ensures that the right people will see your letter, and will act on it.
3. Keep It As Short As Possible
Preferably, no longer than one page, two at the very most. When drafting a complaint letter there can be a tendency to go on and on just to make sure the recipient gets the point. Keep it focused, and as short as possible, but without diluting the facts of your message too much.
4. Give It A Heading For Easy Identification
Place a heading at the top of the letter with information that the company or agency will relate to, such as your account number or customer number. Make it easy for them to find you on their computer filing system.
5. Clearly Explain The Situation
Make sure that you give all of the specific details needed so that the company/agency can verify your claim without you having to get into an endless game of telephone tag with them. If at all possible, break it up into specific bullet points. Include specific dates, times and places, as well as the names of people you dealt with. If youre not sure of these when composing the letter, call them back and ask for the specifics. (You dont have to say its for a complaint letter).
6. Use A Positive and Respectful Tone
I have found that the best approach is to use a positive upbeat tone. Remember, you are writing to a senior person who probably sympathizes with what happened to you and will likely give you the benefit of the doubt. Your tone should convey the message that you are the innocent victim and you understand that the company wouldnt have done such a thing deliberately. Also, DO NOT put them on the defensive by expressing your anger too much (even if you are really angry). Make it a calm, considered and deliberate communication from a concerned customer.
7. Send Copies If Appropriate
There can be cases where it is wise to send a copy of the letter to other parties just to make sure that you will get some serious action. For example, in a case where you have been told to write to a Regional Manager of a program, it is often a good idea to make sure that someone in head office also gets a copy. I sometimes send a copy to customer services or customer relations, offices at the national level. Or, if theres a regulatory body involved, make sure you show a cc: going to them.
8. Shame Them As Much As Possible
Companies that claim and advertise high levels of customer focus and service do not like to be criticized in those areas. If you have a strong case that makes them vulnerable in one of these areas, use as much ammunition as you can to embarrass them in these sensitive areas. Modern marketing terms such as: customer relationship management (CRM), one-to-one marketing, most valuable customer (MVC), and customer-centric focus, all tend to get their attention. Also, using such terms makes you sound like an authority. Another thing I often do is go to their Web site, find their mission or customer service commitment or whatever, and then quote it back to them in the appropriate place in the letter.
9. Imply You Might Take Your Business Elsewhere
I always do this near the closing. Companies dont like to lose customers, especially long-time customers. Senior marketing people are well aware that study after study has shown that it costs five to seven times as much to recruit a new customer as it does to hold on to an existing one. Not only that, these days they are worried about the possible viral effect of a complaint against them being posted on online forums and/or blogs.
10. Ask For An Early Reply
In the closing paragraph of your complaint letter, state specifically that you are expecting an early reply. Make sure that you follow-up by phone or e-mail if you have heard nothing in three weeks. Some companies will send you an acknowledgement letter stating that they are working on your case and will get back to you within a week or two.
Use the above strategies and you are sure to get action with your complaint letters. And, dont forget the old truism the squeaky wheel gets the grease!
