MEMORANDUM
Date: 24 October 2013
To: All Employees
From: Thad Johanson
Subject: Conversion to Reader-Centered Writing format
Effective immediately, this organization will be implementing a new policy that will require the use of reader-centered writing. Reader-centered writing is a form of writing that keeps the person who is reading in mind at all times. This form of writing is easily processed because it does not use terms and phrases that the reader doesn't know or could be misunderstood. The purposed and subject of the material are focused and clearly presented. We will be using this format in all internal and outgoing correspondence to our customers.
Proper communication is a very important tool in any business. Having clear and precise correspondence reduces the risk of any misinterpretations that you or the consumers may have when reading. In the book written by Linda Flowers called Problem Solving Strategies for Writing, she conveys that you want whomever is reading your written communication to come away with the main idea of what you are saying. You don't want to leave the task of drawing inferences and forming concepts up to the reader. The needs of the reader must always be our main priority. The worst thing that can happen when we write is having the person it is developed for, draw his or her own conclusions and not get the point of written product. It is very important that we follow this concept because it is counterproductive and results in rework if we have to clarify something that was not completely understood in the initial correspondence. Using reader-centered writing isn't just for our customers, it should be used internally in the department as well. This creates an environment where all written communication is clearly understood making life easier for everyone in the office.
All written communication including email must follow this format when written in a business capacity. For example, if the assembly line supervisor sends written correspondence to the department secretary about an issue, it should easily understood. It should be free of language that may confuse and it should leave only one conclusion. If there is more than one issue, each issue should drive their respective points home with minimal questioning.
If a customer inquires about a product, the written response must be in simple and clear format. Confusing communication results in increased calls to customer service and makes us less competitive with our competition. All inquiries about repairs or troubleshooting has to be broken down into plain terms that are easy to understand and are not intimidating. Sometimes it isn't always possible to reduce all terms down but you should make it your goal to convert as much of it all possible.
As we move forward with this process, you will begin to see positive results and hopefully a easier work environment. Our goal is to take care of our employees as well our customers and this format will make one aspect of our organization much better. I hope this memorandum conveyed all the points that we trying to make in a clear and precise manner.