writing-ace

Creating Websites for Smartphone Adaptability

2011-10-06T11:00:00.000-07:00

With the recent explosion of smartphones and people using them for everything from computers, phones, cameras, and calendars to viewing movies, listening to music, and more—it’s critical that your website is adaptable to smartphones.

Here are some tips for making your website smartphone adaptable:

* Remove unnecessary content. Heavy content may be difficult to download and read.
* Chunk your information. It’s easier to read small multiple pages than it is to read long segments.
* Use lots of powerful headlines so people can view your key points at a glance.
* Make your navigation clear, concise, and easy to locate.
* Be aware of how your graphics will appear. Many smartphones (especially the older ones) have a lower resolution than a desktop or laptop and some will resize your images.
* Avoid flash, cookies, frames, tables, and non-standard fonts. Some smartphones may not support them.
* If your content is long and needs to be re-written, consider creating a separate page (or pages) for mobile viewing. Tip: Put a link to your mobile page(s) at the top of your standard pages, especially on the home page which is where most people enter.

Test your pages on as many devices as possible to be sure they’re easy to view from desktops, laptops, tablets, and a variety of smartphones.

Copyright 2011. All rights reserved. http://www.sherylwrites.com

How Geographically Dispersed Teams Can Bring Email Into the New Age of Communication

2010-12-31T07:26:00.000-08:00

Although many companies are turning to instant messaging, texting, and social networking to communicate the written word (And, yes, they threaten to eclipse email in the future) for now, however, email remains the No. 1 engine that drives communication among geographically dispersed teams. Bring your email messages into the 21st century to accommodate the younger generations who want just snippets and the older generations who want the niceties. This article details how to….

* Deliver your message in the subject line.
* Write for people reading on handheld computers.
* Look beyond the snippets to the niceties.

Deliver your message in the subject line.
When you think of how people communicate through Twitter using a maximum of 140 characters, communicating through the subject line is a very realistic, simple, and practical way to deliver information at a glance. Imagine how informative your emails would be if you deliver your critical information in just a few words, just as newspapers do through headlines. Here are a few examples of how to turn non-descript subject lines -> (to) straightforward subject lines that deliver the message quickly:

* Team meeting -> Team mtg moved to May 7 @ 2:30
* Profit report -> 15% profit expected for Q2
* June 5 -> Deadline for ABS project moved to June 5
* Possible dates -> Would July 6, 7, or 8 work?
* New hire -> Brad Jones joining IT team on April 5

If you don’t need supporting text, let the subject line be the message by ending it with your name, your initials, END, or EOM for end of message. The first bulleted item above can be the message when you write "Team mtg moved to May 7 @ 2:30 —Brooke.”

Note: When you abbreviate, be certain the recipient will understand your abbreviation. For example, in the United States, we recognize 5/6 as May 6. In Europe or in the military, they recognize 5/6 as June 5. Be attuned to other abbreviations as well.

Write for people reading on handheld computers.
Many handhelds display only a few words in the subject line. That very valuable real estate will determine whether the intended recipient “gets” your message. With such a limited field of view, it becomes a matter of what to skip, what to abbreviate, and how to start. For example, if there’s a critical action item, consider starting the subject line with the words Action needed, Action requested, or Immediate action needed. In that way the recipient knows what’s expected. (And if something is truly critical, consider picking up the phone as well.)

Look beyond the snippets to the niceties.
Many people of the “Y” generation think of email as their parents/grandparents means of using electronic tools. Gen Yers want immediate gratification and have often referred to email as lame. They want snippets, not niceties. Niceties, however, can’t be ignored. Here’s a perfect example of what happens when they are:

A client asked me to facilitate an email workshop after having had a major misunderstanding with an Irish company it had purchased just a few months earlier. The Irish company was complaining that the Americans were rude. Not understanding why they were perceived as rude, the American team invited their Irish counterparts to visit them in the U.S. Complaints were a simple as Americans send emails and didn’t bother to write please or thank you, and they never use a salutation or closing. They’d shoot off abrupt messages such as, “Need your answer by tomorrow.”

Insert the niceties such as please and thank you (when appropriate) and always include a salutation and closing in the body of the message. Additionally, think of the who, what, when, where, why, and how questions your recipient will want answered, and condense the answers to those questions in the first sentence of the body of the message.

Copyright 2010. All rights reserved. http://www.sherylwrites.com

Send Pre-work to Create Engaging Webinars

2010-04-13T10:29:00.000-07:00

When you have a controlled number of enrollees, pre-work can be a key ingredient for engaging them prior to the webinar. Pre-work can shape the direction and content of the event and start the learning process before the enrollees even “show up.” Pre-work can involve any or all of the following:

Ask for photos. This will let you see everyone. You can prepare a slide that shows enrollees around a conference table (or tables if the group is large). This will help them to form connections and will lend itself to group conversations.

Solicit questions. This prepares enrollees for meaningful conversations and can address any concerns and issues on their minds.

Email your bio. Enrollees can get to know you, so you don’t start your webinar with details about who you are and what you do. You can jump right to the content.

Ask enrollees to read something. This can be a white paper, website, link to a publication, case study, or anything that will get them prepared to jump in and be ready to go when the webinar starts.

Send a self-assessment survey. Help enrollees understand where they are in the [topic] experience.

Send your slides. This will enable learners to discuss them. A novel approach is to include a question on all or several slides to promote discussion through voice or chat before or during the webinar.

Pair learners up for brief phone conversations. Even a 15-minute conversation about something you sent (the pre-reading perhaps) will start conversations and build in accountability.

Send a workbook to use during the webinar. This will let enrollees know that your webinar will be interactive and they won’t merely be sitting in front of the screen hearing your voice and seeing slides pass before their eyes.

Copyright 2010. All rights reserved. http://www.sherylwrites.com

Learning and development trends

2009-12-22T08:24:00.000-08:00

The 21st century is ushering in the new social learning revolution. Today’s workers come from a variety of cultures and generations, and we must address the requirements of this diverse, global audience. Companies understand that the current trends are all about interaction. The following are some of the trends we’re seeing:

Webinars. Virtual classrooms will continue to expand and technology will become increasingly more sophisticated allowing more interaction than ever before. Instructors still hold classes, only the participants don’t have to be together.

Video. Low-end videos include those you see on YouTube. All you need is a camera and some basic editing savvy. High-end videos are expensive, but the cost can be justified for certain types of training. You can include pauses where learners interact or perform certain tasks, and make the experience very participatory.

Social networks and social learning. This involves sitting at your computer or mobile phone and interacting with others. Social networks are creeping into companies and many have embraced Twitter within their own organizations. Others have created home-grown internal social networks. In addition to instant messages (IM) and chats, these are other avenues for people to get information and answers to questions quickly.

3-D. Although this technology is new for L&D, it’s expected to become the next generation of training.

Podcasts and blogs. These are associated with more formal learning and are gaining strong footholds in the L&D repertoire.

Simulations and virtual labs. These are used mostly in technical and scientific learning. You can make a quick simulation, drop it into the learning experience, and learners experience a simulated lab.

Suitcase programs. Curriculum is created and taken to offices around the globe. Local trainers deliver the program and sometimes one or two facilitators travel with the program. Some programs incorporate video and videoconferencing.

Expertise locations. This is where subject matter experts (SMEs) within a company, regardless of where they’re located, will be called upon to share their special knowledge and skills.

Mentoring. Mentoring programs are adding a lot of zest to L&D as companies are providing mentoring for orienting new hires, bridging the multi-generational and cross-cultural divides, transitioning people into management roles, and spearheading succession planning.

Mobile. Mobile technology is still evolving for training purposes. Presently, what may work well on one mobile phone, may not work well on another. However, components of more complex learning will work on most mobile phones and are being used now.

Copyright 2009. All rights reserved. http://www.sherylwrites.com

Getting Rid of Speaking Jitters

2009-11-04T12:25:00.000-08:00

Here are a few tips for calming those jitters before you deliver a presentation or any type of public address. This is from my soon-to-be released book Speaking Your Way to Success, published by Houghton Mifflin Harcourt.

Do the hokey pokey. If you have a private spot before you speak, do the hokey pokey, jump around, or do anything that will help you release energy. If you don’t have a private spot, flex your calves, make fists and release, and anything else to get rid of the adrenaline going through your body. Remember, some jitters is good; it will help you to present excitedly and passionately.

Start by taking a deep breath. Before beginning to speak, glance at your notes, look at the audience, take a deep breath from your diaphram, and begin. Imagine yourself being fabulous.

Stand tall. Spread your weight evenly by placing your feet slightly apart, a little less than shoulder width). This will keep you from swaying from side to side and allow you to stand confidently.

Face your audience and look them in the eyes. If you think that’s too painful, imagine your audience sitting in their underwear or look at their foreheads instead of directly into their eyes. When you look directly at people, they’ll trust you. (Don’t look at the floor; there’s nothing to see there.)

Speak loudly enough so everyone can hear you. Your voice should be clear, even those in the back of the room. Learn of the size of the room beforehand so you can determine if you need a microphone.

Use an appropriate pace. You want to speak with a good pace that reveals your excitement and passion about your topic, but don’t speak too fast. You also will want to speak so that everyone in the room can hear, but don’t deafen them!

Create a comfortable silence. Silence (or pauses) can be powerful. Use pauses to emphasize key points, give yourself time to think, emphasize key points, change your pitch, or let your audience digest the impact of something you said. Pauses make the message before and after much more important.

Use your style to your advantage! Be yourself, and don’t try to emulate speakers you’ve seen or heard, no matter how good they were. If you’re reading from a script or notes, be sure to look up at the audience and don’t lapse into a monotonous recitation.

Let your personality shine. Don’t think you have to be ultra serious; lighten up. Let your personality show. No matter how serious your talk is, be yourself, use appropriate humor, and share stories from your experience, and laugh at yourself. Laugh at your mistakes. If you drop the microphone, bump into a chair, forgive yourself and make light of it.

Marketing materials: Print vs. online

2009-04-24T09:53:00.000-07:00

Several of my clients have asked me if printed marketing materials provide any value in this online age. The answer is unequivocally YES. Everyone is so inundated with e-newsletters and "e-everything" else, that the online medium has become saturated. Yes, print is more costly and more time-intensive, but a well-done printed piece that reads clearly and is visually appealing is more likely to be read by people who are overwhelmed by online media. Here’s why print should be a key part of your marketing mix:

• People like the enduring, tactile aspect of paper. Tangible printed materials sway many customers/clients to buy from you.
• Print is more likely to be filed, saved, displayed, or shared. This keeps your brand top of mind.
• Pieces can be distributed at conventions/trade shows and displayed in lobbies/showrooms.
• Paper can be permanent, whereas online materials come and go.

Let's compare this to e-greeting cards. When they were first introduced, everyone was sending out e-cards for all occasions. (I never saved an e-card but have a box full of meaningful paper cards people have sent me over the years.) An e-card doesn't have the same thoughtfulness as a card that someone personally selected, inscribed, and mailed. As a result, people stopped sending e-cards and the paper card industry is once again booming.

Footnotes....
• It’s important to play to the strengths of each medium. For example, keep lists of inventories that change periodically online.
• Business letters are making a comeback after a long draught due to email. People are so deluged with email, that a well-written letter stands out and is appreciated.
• While hardcopy and the electronic media jostle for supremacy, both are valuable. There’s an old rule in sales that says you have to touch someone 5-7 times. When you conduct a marketing/sales campaign, mix it up with hardcopy, electronic copy, and phone calls (if appropriate).

Copyright 2009. All rights reserved. http://www.sherylwrites.com

Focus your content on your reader, not on yourself

2008-11-26T10:51:00.000-08:00

To get results from your written communications (and that includes email), you must write reader-focused documents, not writer-focused documents. Remember that your readers aren’t interested in you; they’re interested in themselves and what’s “in it for them.” I preach this every time I present one of my business/technical writing or email workshops. That point was driven home very clearly during a visit to a client.

Case in Point
While at my client’s office I noticed a letter hanging on her bulletin board. I saw 28 circles surrounding words such as I, me, and our, and three squares around words such as you and your. When I asked my client about the circles and squares, she explained that it was the cover letter that accompanied a very large proposal. She was so offended that the writer wrote all about himself that she didn’t even consider his proposal for the project. She threw it in the trash and sent him a letter saying: “28 to 3. You lose!”

Lesson Learned
The sender lost the opportunity for a very large project by writing a writer-focused letter that offended the reader. Make sure you know what’s in it for your reader(s) before you send any document.

Copyright 2008. All rights reserved. http://www.sherylwrites.com

Use “body language” in writing

2008-09-03T07:54:00.000-07:00

Body language has been a source of interpersonal understanding since the beginning of the human race. Even when you’re not speaking, you’re communicating through your body language. Here are some ways to incorporate “body language” into your writing:

Shake hands
When you include salutations and closings in your emails, you extend a warm and friendly handshake. If you omit them, you send a cold and unfriendly message.

Accentuate words or phrases
Start a sentence with “and” or “but” to accentuate the words that follow. Look at the difference between the following sentences:

• I like red. I like blue. I like purple. (I like all three colors equally.)
• I like red. I like blue. And I like purple. (I’m saying that purple is my favorite of the three colors.)

Smile
“Thank you” and “please” are equivalent to a smile or friendly nod. If you exclude those words, especially in emails, you send a demanding message.

Respect personal space
Personal space is the invisible boundary around your body you don’t want others to enter unless they’re invited. One way to honor personal space in writing is to provide lots of white space. This includes 1” to 1-½” margins on the top, bottom, and sides of paper documents; spacing between paragraphs; and spaces above and below bulleted and numbered lists.

Point
Bold, underscore, and italics “tell” the reader the text is important. If you were face to face, you’d point your finger to signify importance.

Expression tone
Use punctuation to project a dull mumble, a joyful expression, a neutral sound, or a shy whisper. Notice how punctuation changes the tone in the following sentences:

• The ABC Company—winner of the service award—just introduced its new product line. (The dashes heighten what’s enclosed as if you’re raising your voice.)
• The ABC Company (winner of the service award) just introduced its new product line. (The parentheses play down what’s enclosed as if you’re lowering your voice.)
• The ABC Company, winner of the service award, just introduced its new product line. (The commas neutralize what’s enclosed.)

Copyright 2008. All rights reserved. http://www.sherylwrites.com

Communicating Across Generations

2008-05-08T11:32:00.000-07:00

For the first time in the history of the workplace, organizations need to accommodate the contrasting communication styles of four distinct generations. Although they go by a variety of names, let's call them Traditionalists (born 1927 to 1945), Boomers (born between 1946 and 1964), Gen 'X'ers (born between 1965 and 1980), and Gen 'Y'ers (born after 1981).

Most work teams consist of people representing at least two or more generations. Yet, when deciding how best to communicate across teams, we often employ a "one-size-fits-all" approach which may not work well for anyone, let alone everyone. And because so many managers are from the Boomer generation, these channels typically mean "conventional" communication styles such as face-to-face meetings, phone conferences, email, and the like.

Regardless of their ages, many managers fail to take generational preferences and styles into account when mobilizing and motivating their teams. Instead, they develop team norms and operating principles that may run counter to what individual members might need or value. For example, a Boomer manager may insist that all people work from a central office during typical working hours. However, many Gen 'Y'ers are most productive at 10 PM, working from the comfort of home. Some Gen 'X'ers, on the other hand, may need an afternoon off for family obligations, coming back online later that evening. Instituting a rigid policy about work hours or locations may leave some team members feeling alienated, excluded and ultimately, not very productive.

This article is co-authored by Nancy Settle-Murphy, Principal of Guided Insights. We offer practical guidelines to connect people from different generations through more targeted communications. In future editions, we'll tackle other issues related to intergenerational differences, such as retention, rewards and recognition.

We have made many generalizations in writing these guidelines. And while each person must be treated as a unique individual, making some "best-guesses" about communication styles and preferences is a great first step toward creating a team communications plan that works for most.

Rethinking "normal" work hours: Apart from some government offices and banks, the 9-to-5 business day has given way to more flexible work times and locations, with people working at all hours from multiple locations. For a team that works virtually, it's much harder to find an agreed-upon window for group meetings, whether face-to-face (FTF), phone, web conference or videoconference. A Boomer manager may feel more comfortable when all team members convene FTF for the weekly 8 AM status meeting. But consider a Gen 'X'er who's caring for a family, and needs to battle traffic for 90 minutes to get there. Or the Gen 'Y'er who insists s/he is most productive from 11 AM - 11 PM.

Many Traditionalists easing their way into retirement are also demanding more flexible work arrangements. Managers must consider the comfort level and preferences of all participants when deciding which team meetings really need to take place FTF and which can be done via call or web.

Sharing vital information: When time is of the essence and you need to get critical information to team members, what's the best choice? It depends on a host of factors, including the likely preferences and habits of members representing different generations. Older generations tend to rely on email, phone or FTF as the default, while many younger members may look to instant messaging, blogs, wikis or phone texting as their primary means of giving and getting important information.

Consider multiple channels for information-sharing, especially if you have people with strong preferences for different communication methods. At the same time, make sure you have an agreed-upon method for sharing urgent information, such as news likely to affect the work of the team or missed deliverables that will trip up others. Keep in mind that younger generations tend to be natural and eager collaborators, and often do so from a distance as a matter of routine.

There's no place like "home." Create a team portal that's easy, quick and intuitive for members of all generations to use. Younger generations expect and demand highly efficient websites where needed information takes just one or two key clicks to find exactly what they need. Otherwise they may tune out quickly. Older generations may require a bit of prodding to regard the team portal as the place to go to share and view the latest and greatest information.

If people are slow to gravitate to your team portal, try pushing out emails that contain a sentence or two about what content can be found on the team site, and refrain from including the actual information in emails so they have more incentive to visit the portal. Constantly seek feedback from team members representing all generations as to how the team space can be made even more useful.

Instant gratification vs. patience as virtue: Younger workers typically expect responses and information right now, as evidenced by the popularity of social networking sites (such as, Twitter, Facebook, LinkedIn, and others) and the proliferation of text messaging and IM. Waiting a day or two to receive a return email or voicemail is a non-starter. Older workers tend to expect a reply to take a little more time, and likewise may be slower to respond themselves, especially if they have to wade through a jammed inbox to reply.

Create agreed-upon norms for responsiveness to certain types of inquiries or issues, and then determine how best to use specific tools to get the job done. If one person insists on an IM or a blog update and another prefers an email, work together to agree on the best ways to meet as many needs as possible without extraordinary effort from any one.

Open wide vs. buttoned up. Older workers tend to prize consistency, predictability, accuracy, good grammar, and thoroughness in communications. Even the most creative ideas may be dismissed if such ideas crop up randomly, without context and without a way to prioritize them. After all, if the ideas don't lead to something tangible, you've just lost a lot of time!

Younger workers, on the other hand, are adept at brainstorming and collaborating with people who have shared interests, including total strangers-for the sheer joy of creating something new and fresh. Social networks enable this type of spontaneous collaboration that may lead to great new ideas that may do nothing more than satisfy intellectual curiosity. Openness and creativity are especially valued by younger generations vs. playing by proscribed rules of engagement, which is something their parents may be more prone to do.

Ramping up and ramping down: People from different generations have a lot to teach each other, if we create the right opportunities for knowledge transfer. Many younger people coming on board bring rich new perspectives, a keen appreciation of how best to apply the right technology tools, and a passion to learn. They embrace challenges with gusto and are devoid of the "this-is-the-way-we've-always-done-it" mindset. Older people, many of whom might be nearing retirement, have accumulated wisdom about the business, industry and organization, and know what it takes to operate successfully within the enterprise.

Two-way mentoring programs, pairing a younger employee with a more senior counterpart, afford the opportunity for both to learn from each other. The result: New people position themselves for success more quickly and older workers can leave behind valuable knowledge skils and knowledge for the next generation.

Bottom line: Organizations need to examine the most significant generational differences and determine how best to anticipate and address the implications within each work team. The outcome: High-performing teams that consciously take advantage of generational differences instead of ignoring or dismissing them.

Copyright 2008. All rights reserved. http://www.sherylwrites.com

PDAs and the Changing Face of Email

2008-02-03T12:58:00.000-08:00

The groundswell of personal digital assistant (PDA) usage is rapidly changing the face of email. No longer are users viewing messages on large monitors or subject lines in fields of about 35-40 characters. Monitors have given way to 2” screens; subject lines, to fields of a few words.

Instant messaging and emailing are morphing as users incorporate IMing and texting abbreviations into emails. I’m not recommending that you start using these abbreviations quite yet, but know what they mean when you see them. Some popular abbreviations include @ (at), BFN (bye for now), CID (consider it done), CU (see you), FYI (for your information) HTH (hope this helps), IOW (in other words), L8R (later), NRB date (need reply by date), NRN (no response necessary), PLS (please), THX (thanks), TBA (to be announced), YW (you’re welcome), and many more. Here are some tips to help you communicate more effectively with PDA users.

Subject lines
Many PDAs display only a few words in the subject line. That very valuable real estate will determine whether the intended receiver reads your message. Conventional wisdom has told us to write compelling subject lines. However, with such a limited field of view, it becomes a matter of what to skip, what to abbreviate, and what to start with. Here are a few suggestions:

· Instead of writing, We need to reschedule the March meeting, consider writing March mtg to be rescheduled.
· Instead of writing I’ll see you at 3:00; consider writing CU @ 3.

Calling attention to information
Traditional ways of calling attention to information have included boldface, bullets, tabs, and more. Some of these methods don’t always survive the trip through cyberspace and show up as gobbledygook on PDAs. Here are some options:

· Instead of using bullets, consider using asterisks (**), greater than symbols (>>), hyphens (--), or other ASCII characters.
· Instead of boldface, include some other way to emphasize the text. You may write **Deadline: May 5**. If the bold doesn’t appear, the reader will still see **Deadline: May 5**.
· Instead of tabbing, use the space bar.

Attachments
If you send an attachment, summarize the essence of the attachment into a brief opening paragraph so the reader can get the gist of the message quickly.

Copying and pasting
If you copy and paste from another format (such as an Excel spreadsheet) the PDA may display the word Insert instead of the file that was pasted. Consider sending the file as an attachment.

On a final note, although brevity is an asset with PDA users, don’t omit common courtesies such as Please and Thank you, even if you do abbreviate them. Also, don’t get sloppy. I learned of a CEO who includes the following disclaimer at the end of his poorly written messages: Forgive errors, I’m writing on a BlackBerry®. Many users find this distasteful.

Copyright 2008. All rights reserved. http://www.sherylwrites.com

Sheryl’s Top 8 Tips to Make Newsletters & Ezines Pop

2007-12-07T10:03:00.000-08:00

An easy and inexpensive way to promote and grow your business is by generating a newsletter or ezine. When you make your publication useful and friendly, you build a rapport with your readers and become their valued resource. This often turns readers into customers or clients.

Have you ever read first and second editions of a publication that are so interesting you can’t wait for the next issue? Then the third edition begins a long line of descent until you don’t want to read those publications. This doesn’t happen when you keep the content fresh, varied, timely, and interesting. Following are eight tips for generating valuable newsletters or ezine and keeping them valuable. These tips also work for infusing new life into tired publications.

1. Know what your readers care about.

For your publication to be successful, you must understand what your readers care about and what they value. Here are some things to consider:

• What are the demographics?
• What are their interests?
• Do they work in a specific industry?
• What are their job functions?
• What publications do they read?
• How do they spend their leisure time?

2. Choose the “write” name for your publication.

The name you select should make your publication appealing and represent your company well. What’s in a name? Everything.

• Think of a name that complements your company name, rather than using your company name.
• If you use your company name, include words such as Alert, Challenge, Forum, Monthly, News, Report or something along those lines.
• Remove words that don’t add value such as the, newsletter, and others.
• Consider benefits to your reader and include them in the title.
• Choose action words. Instead of “The New England Hiking Newsletter,” how about “Hiking the Trails of New England.”

2. Create an appealing look and friendly tone.

Do your homework. Review at lots of newsletters and ezines and make note of what you do and don’t like. For example, do you like single, double, or triple columns? What font works well? What colors appeal to you? Is the tone formal or informal? Following are some tips for creating an appealing look and friendly tone.

Appealing look

• Generate exciting headlines. Readers will ignore exciting stories if they have dull headlines.
• Make the main headline dominate the page, just as newspapers do.
• Create a headline your readers will relate to.
• Include photos with complete and accurate captions.
• Use illustrations, tables, graphics, charts or callouts, as appropriate.
• Include plenty of white space. Neophytes tend to fill in all available space, making the publication unreadable.
• Minimize jump lines which are stories continued on another page.
• Include contact information.

Friendly tone

• Keep paragraphs and sentences short.
• Use the active voice.
• Use simple and direct language, using technical lingo only when you must in order to be convincing.

4. Come up with great story ideas and must-read content.

Content is king; it must be timely and relevant. Content can come from lots of places. Use internal sources such as employees, press releases from your company or others, internal or external publications, and your readers.

Great story ideas

• Problems you can help readers solve
• Timely issues they care about
• Applicable trends
• New products or models
• Milestones
• How-to’s
• Case studies
• Customer/employee recognition
• Human interest
• Research and development
• Interesting publications
• Financial news
• Community affairs
• Outstanding employees
• Interviews
• International news
• Saving time or money
• Industry news

If your subject matter is narrow, vary your content or you risk losing even your most loyal readers.

Varying the content

• Make your readers smile.
• Add something light-hearted.
• Include a hot industry tip.
• Create a top-10 list.
• Hold a contest.
• Create a questionnaire.
• Include human interest stories.
• Generate votes and poles.
• Invite guest writers.
• Include quizzes, cartoons, puzzles.
• Add advice from experts.
• Include people’s names.

Additional tips

• If a topic is too long, break it into separate issues.
• Let readers know that you won’t share their contact information with anyone without their explicit permission.
• Purchase industry-specific content from companies that specialize in your market.

At the end of each issue, include a brief “About Us” section of two to three sentences. Let your readers connect the dots and imagine themselves working with you. Keep this section brief because your readers must perceive that you (the publisher) are giving, not just taking.

5. Determine the frequency of your publications and stick to it.

Work your way into the routines of your readers. When you create a regular publication schedule, your readers know when to expect it. It’s akin to waiting for the latest issue of your favorite magazine to be delivered. That doesn’t mean you need to publish every week, every two weeks, or every month. It merely means creating a schedule that’s predictable and one you stick to.

6. Establish credibility and integrity.

Remember that with every publication, your reputation is on the line. If you’re honest, your readers will appreciate your candidness.

• Recommend only products and services you have full confidence in.
• Test products or experience services before making an endorsement.
• Be absolutely honest about products or services by pinpointing negatives, if appropriate.
• Offer free advice so people don’t think you’re always dipping into their wallets.
• Avoid blatantly promoting yourself. A well-written publication with valuable content will do that for you.

7. Publicize.

Build it and they will come applies to ballparks, not newsletters and ezines. Announcement lists are a good way to launch your publication. You can start by subscribing through http://www.groups.yahoo.com or http://www.topica.com. To launch your publication through directories, check out http://www.the1000.com, http://www.newsletteraccess.com, http://www.promotefree.com, or the many others out there. This is just the tip of the iceberg. Go online for other ways to publicize.

8. Aim to draw in new readers.

Although you may think your newsletter or ezine is to inform, your primary purpose is to promote something (however subtle that promotion may be). Writing promotional copy means writing to persuade. This includes attracting attention, creating interest, stimulating a need, offering a solution, and calling for action. Offer value and your readers will recommend you to other readers who may become customers or clients.

Copyright 2007. All rights reserved. http://www.sherylwrites.com

Instant Messaging: Adhere to Safety Rules

2007-10-31T12:10:00.000-07:00

The following is a selection from 21st book, 135 Tips for Email and Instant Messages, which will be published by Houghton Mifflin in the spring of 2008.

Thanks to better virus checkers, emails have become safer. However, IMs provide new a breeding ground for viruses and digital worms. Whether you’re a veteran IM user or you just decided to take the plunge, here are safety rules to remember:

On the technology side
• Run antivirus software regularly and apply security patches to your computer.
• Be sure your firewall is secure because IMs can dip into a firewall until they find an opening.
• Know that IMs can be saved and archived.
• Don’t accept downloaded files from people you don’t know.

On the common sense side
• Never give out sensitive or personal information such as your social security number, credit car numbers, passwords, and the like.
• Never relate confidential or sensitive information.
• Monitor your children’s use of IMs against a Contact List or Buddy List you’ve approved.
• Avoid posting your screen name online.
• Keep your business contacts on a list separate from family and friends.
• Follow company policies regarding the use of IMs.

Note: Some services let you archive IMs. If yours doesn’t, you can cut and paste the message or chat into a notepad or Word document. Remember that anything can and may be used against you.

Copyright 2007. All rights reserved. http://www.sherylwrites.com

Recipe for Great Virtual Teamwork: The Right Communications Tools at the Right Time

2007-07-20T08:01:00.000-07:00

You've just finished the project kick-off meeting with your new virtual team. Everyone seems clear about roles, responsibilities, deliverables and deadlines. So far, so good. But as you think about the magnitude and velocity of the work that lies ahead, you realize how critical a well-orchestrated team communications plan will be to getting the work done.

Begin by acknowledging people's differing communication styles. Some people need frequent real-time conversations, while others may require just an occasional sharing of ideas. All members need certain information periodically, but not everyone needs the same frequency or level of detail.

Also remember that team members may span several time zones and have different levels of English fluency, making synchronous participation difficult or impossible at times.

Joining me in writing this article is Nancy Settle-Murphy, Principal of Guided Insights, www.guidedinsights.com. We offer some simple guidelines to keep in mind as you assemble a communications plan to make it easy for virtual team members to communicate and collaborate wherever they are, whenever they need to.

Face-to-face meetings are a great luxury for many teams that operate virtually a high percentage of the time. Face-to-face meetings are especially valuable when a new team is forming, a high degree of trust is necessary to get work done, leadership of the team shifts, issues are likely to be emotional or contentious, or the project outcome will have a significant impact on the organization.

Tip: Realize that not all team members may need to participate face-to-face. Consider whose work is most intertwined with others' and where trusting relationships are most critical. Make sure to involve those who can't participate in other ways to minimize feelings of alienation or resentment.

Simultaneous audioconference can be tricky when members span time zones. Some may have difficulty communicating using a shared spoken language or they're perpetually overbooked or traveling. Conference calls work best for real-time conversations by all or most members, building social capital and trust, brainstorming, problem- solving, and providing quick status reports.

Tip: Secure a commitment from all members for a time and day that works for all. Clarify whether attendance is optional or mandatory. Trade off full participation for less frequency. Consider whether everyone needs to be on every call. Rotate times monthly to accommodate multiple time zones.

Simultaneous audioconference plus web meeting tools allow more people to participate fully. This is best used when many ideas are needed in a compressed period of time, some members communicate more readily and easily in writing, anonymity may be important, or output is required quickly.

Tip: Set up your web meeting in advance with questions and other content posted before the call. Be realistic about what kinds of conversations lend themselves to web meetings. Allow sufficient time for keying in ideas and reviewing as a group. Consider whether you need two facilitators, one for the verbal exchanges and one to manage the meeting content.

Asynchronous web meetings allow participants from anywhere to enter the meeting at a time when it's most convenient. This is best used when you want to collect input in advance (or instead) of participating in a phone meeting, have a better sense of everyone's thoughts and opinions, make it easy for everyone to see where everyone else is coming from (literally and figuratively).

Tip: If used prior to a same-time meeting, allow at least three working days for people to enter the asynch meeting. Limit the required time to no more than 10-15 minutes to increase the likelihood of participation. Carefully craft questions to ensure that they have the intended meaning so you get the types of responses you're looking for. When in doubt, test the wording with others before going live.

Email is the most common method of communications among most teams, though not necessarily the most effective. This is especially true because email is improperly used too often. Email is best used for a virtual team to notify members about important news such as changes to meetings, relevant company news, important status updates, web postings, or issues that require attention.

Tip: Create a descriptive subject line that gives details of what's in the message. (For example, Problem with ABS delivery. Needs IMMEDIATE attention.) Make your message brief, but thorough. Say what you need to on no more than one screen and provide links for more information. Carefully consider who needs to be on the "to" list and who needs to be "cc'd." Better yet, establish a team convention to signify whether action is required and with what urgency.

Team repository for content and shared resources. This should be some type of clearinghouse or web-based repository to store, edit, and distribute shared documents. A repository may also house some type of chat forum where members can pose questions, offer ideas or build on solutions.

Tip: Create a document directory that is intuitive to navigate through and simple to use. Agree on naming conventions up front. Determine who has rights to do what to which documents. Have everyone on the team set alerts to eliminate the need for separate emails, unless a particular update is of special importance to all.

Instant messaging is best used to get a quick question answered, set up a spur-of-the-moment meeting, discreetly pose questions or share feedback during a call, or conduct a real-time conversation when a phone connection is impractical or impossible.

Tip: Let fellow team members know when you can't or will not respond to an IM. Establish a team protocol as to the conditions under which IM may be most productively used. Ask each member to be candid about the extent to which they can cope with frequent interruptions.

Videoconferencing is most productively used when team members are first getting acquainted, conversations lie at the heart of the meeting (versus one-way presentations), or members need to regroup after a change or setback.

Tip: Make sure the technology works smoothly and that all team members have easy access. Avoid mealtimes. Keep the conversation engaging and minimize the use of "presentationware" so people maintain good eye contact.

Once you and your team have created an agreed-upon communications plan, be sure to formalize it in writing as a quick reference guide for everyone. Be prepared to make revisions as you go along, checking periodically to make sure that the plan still serves the work of the team. Having a formal communications plan also helps to orient new team members or other stakeholders who will have significant involvement with the work of the team.

Copyright 2007. All rights reserved. http://www.sherylwrites.com

When You Need to Send a Message, Determine If Email Is Appropriate

2007-06-15T05:39:00.000-07:00

The following is an excerpt from my new book, 135 Tips to Writing Emails, Instant Messages & More, to be published by Houghton Mifflin in the spring of 2008:

Here’s a real-life scenario: I had an appointment to meet a client in downtown Boston one morning at 9:00, and I called the day before to confirm the appointment. On the morning of the meeting the weather was dreadful. I knew that the heavy rain and fog would make driving slow, so I left very early. When I arrived at my client’s office a little before 9:00, she looked at me in quizzically and asked, “What are you doing here? Didn’t you get my message?”

This is what happened… My client was working late the night before hoping to finish something in time for our meeting. She realized she wouldn’t be ready. So at 8:30 in the evening she shot off an email letting me know we had to reschedule. (I have a life and don’t read email at 8:30 in the evening.) I left very early in the morning without having checked my email; therefore, I didn’t get her message. Had she called me, I would have known not to drive in. That was clearly a situation of the sender not understanding the best means of communicating with me, the recipient.

Before you send a message, ask yourself, “What’s the best way to deliver the message?” Email? Letter? Memo? Fax? Phone? Face to face?” Following are some scenarios and the most appropriate way to deliver each message:

You want to remind Pete about a staff meeting scheduled for tomorrow morning at 10:00 in Room C.
Email. A quick email would be appropriate.

It’s the day of the meeting with Pete and you just found out the meeting will be at 9:30, instead of 10:00. You must let Pete know of the change.
Call. You may also send an email, but make a call your first line of defense when something is time-sensitive.

You received a reply to an email you sent, and the person has several questions about your message.
Call. When something is unclear to the reader, it’s much more appropriate to have a two-way conversation.

You’re a high-level manager and have important company information to share with all employees.
Memo. Memos communicate a sense of importance, whereas emails communicate a sense of quickness. Even in this high tech age, memos are a primary way for managers to communicate important information.

You want to send someone a warm, sincere thank you.
Handwritten letter or note. A letter or note is to a passionate love affair what email is to a one-night stand.

You want to schedule a meeting with a client.
Call. It’s much easier to schedule a meeting when you both have your calendars in front of you. Otherwise, there’s a lot of back and forth as to who can and can’t make certain dates and times.

You need to criticize someone’s job performance.
Face to face. Two-way communication will give each person a chance to comment and create a discussion.

Your colleague’s father died.
Card or personalized note. A card offers a canned expression of sympathy, and a personalized note expresses your own special sentiment. I’ve read recently, however, that many people find emails acceptable to express condolences because the medium offers a sense of immediacy that snail mail doesn’t.

You want to send out a press release about your company.
Email followed by call. Which method of communication is more effective is an ongoing debate in the world of journalism. When you send an email, it piques interest and reduces the chances of being misquoted. However, journalists may want to verify facts, ask you questions, and hear your tone of voice. To cover your bases, consider sending an email and following it up with a phone call.

Copyright 2007. All rights reserved. http://www.sherylwrites.com/

Never Assume Your Intended Reader Received (or read) Your Message

2007-02-15T09:54:00.000-08:00

The following is an excerpt from my new book, 135 Tips to Writing E-mails, IMs & More, to be published by Houghton Mifflin in the spring of 2008:

There are all sorts of reasons the intended recipient may not have seen your e-mail. If you don’t hear back from someone in a reasonable time, assume he or she didn’t see your message. Either send another e-mail or pick up the phone. Here are just a few reasons why:

You inadvertently sent the message to the wrong address. My colleague’s name is Jan Richards, and her e-mail address is mailto:jpaddington@company.com. Someone in her office is named Jack Richardson, and his e-mail address is mailto:jpaddington@company.com. As you can well imagine, they invariably get each other’s e-mails.
You were spammed out. Your e-mail may have landed in the recipient’s spam box.
The recipient missed it. People are so bombarded with e-mails, they may not read them all.
The message never arrived. As strange as this seems, not all e-mails reach their destinations.

Case in point… Three months after my dear friend died, I received an e-mail from her asking me to meet her for lunch. My breathing quickened. My heart pounded. My palms sweated. After I regained my composure, I looked at the date. She had sent the message six months before she died. That e-mail was floating around in the vast digital wilderness of cyberspace for nearly nine months.

Copyright 2007. All rights reserved. http://www.sherylwrites.com/

Ten Must-Know Email Tips for Teams to Make an Impact and Get Results

2006-10-02T04:34:00.000-07:00

Are you having trouble keeping up with the fusillade of emails your team members churn out each day? Are you wondering why team members don’t respond to your messages or if they even read them?

Email is the cornerstone of communications for most teams, whether co-located or remotely located. Yet surprisingly few teams have taken the time to create agreed-upon email standards that instill the necessary disciplines to save considerable time and frustration later on. For remote teams, the absence of well-articulated email practices can have an especially negative impact, given that there are far fewer opportunities to address communication misfires.

As more of us scan our emails in parallel with other activities, it’s especially important to create emails with greater intention so we achieve the desired results in the shortest time. Likewise, we need to help other team members be aware of what they can do to increase the likelihood that they focus on our most important issues.

Joining me in writing this blog is Nancy Settle-Murphy, Chrysalis International Corporation. Nancy is a facilitator of remote and face-to-face meetings, trainer, presenter and author of many articles and white papers aimed at getting the most out of remote teams, especially those that span cultures and time zones. Visit Nancy’s website for more information about her services, including webinars that focus on remote facilitation.

1. Determine when and how email will be used by the team.

This is especially critical when a team is geographically dispersed because email tends to be the default method of communicating. But it’s not always the most efficient or effective means. Email may be more appropriate for some members than others or for some phases of a team’s work. But there may be better options, depending on your objectives and intended audience. Take the time to agree as a team under what conditions email is best, and in what situations another communication channel may work better. As an option to email, consider posting your documents on the team’s intranet site or creating a blog. When you do, make sure people know when new information is posted and provide the necessary links.

2. Decide on topics for mass distribution vs. selective sending.

Avoid the temptation to cover all the bases by routinely sending or copying everyone on every email. For example, determine in advance who needs to be included as a “To” on your status report, who needs to be copied, and who doesn’t need to know. Also agree as to whether you’ll be using bcc, as some teams find it distrustful. Check in with team members from time to time to validate your assumptions about their wanting to be included or excluded on emails about certain topics. Until you’re certain, err on the side of over communicating, especially with a new team when relationships are being formed.

3. Establish standards for response time.

Be aware of people’s vacation schedules and holidays in other countries. And always remember not everyone is willing to push aside a vacation just because you’ve marked an email “urgent.” If team members work in a variety of time zones, try setting a standard by which they can respond to email requests by the end of their business days. In this way colleagues working behind them have what they need at the start of their day. Create conventions to signify urgency in the header so you flag the level of priority.

4. Create a subject line that is clear, concise, and informative.

Type your main message in the subject line. In that way, someone can grasp the gist without having to open your message. Use strong words to grab your readers’ attention. For example, if your project is in trouble, instead of writing “Project status” as your subject, write “Project threatened by lack of funding.” This will ensure that readers will be motivated to read the text. Filing the message and accessing it later is easier when the subject line reflects the content of the message.

5. Call the readers’ attention to actions, issues, and decisions with headlines.

The first few lines of an email are critical because they may be the only ones read, especially if your reader accesses email from a PDA. For example, if adherence to ground rules is important to the success of a meeting, call that out right up front in your meeting email. You may say: “Please arrange your calendars to ensure that we have 60 minutes of your undivided attention for this call. Multitasking will not allow the kind of valuable contributions we need from each of you.” Underline key words in red, use boldface, or highlight in some other way. Headlines may include Action Requested, Next Step, or anything else that is appropriate.

6. Understand the questions your readers’ will have by asking yourself who, what, when, where, why, and how.

Before you compose your message, consider what questions your readers will need answered. Condense that information into the first few sentences. For example: “First drafts of FY’07 budget plans are due to cost center managers by November 15. All plans must be in Excel format, using the FINPLAN07 budget planning template found in the first entry of our SharePoint directory under the topic ‘Budgets and plans.’ You can find an example of a completed plan in the document named SAMPLEPLAN 07, listed as second entry in this same location.” By providing all the necessary information up front, you will avoid potential questions later.

7. Anticipate your readers’ likely reaction to defuse negativity.

If your message is likely to be sensitive, contentious, or met with resistance, test it with someone else first (including the subject line). With a virtual team, you have very few opportunities to make amends if you offend or upset someone via email. When delivering negative news, try to offer options or provide a rationale so that people can be understanding. For example, if you’re letting someone know that you cannot complete a report by next Monday, consider mentioning that you can have the first two critical sections by Monday. Always remember: If you’re delivering negative news, phone or discuss it face to face. Then follow up with email as confirmation.

8. Eliminate all words and thoughts that don’t add value, while being personable and complete.

It’s much easier for many of us to spew out as many details as we can think of, leaving our harried readers to extract the hidden kernels. It may require more thought to hone your key message, but ultimately you’ll save time by avoiding unnecessary follow-up calls, emails, and IMs. When you write an mail of substantial length or substance, compose it in your word processor. In this way, you can edit and save the draft for later, rather than feel compelled to hit “send” and accidentally send it before you’ve had a chance to revise and proofread.

9. Proofread very carefully.

Eliminating typos is relatively easy when you use spell check. However, many words have valid spellings that you may have used incorrectly (principal and principle, for example). Also reread for grammar, clarity, flow, and organization. If you question whether you’ve used a tone that may be offensive, test it with others after you’ve had a chance to look at it with fresh eyes.

10. Develop cultural sensitivity.

When your team includes people from other countries and cultures, test important messages with people who are fluent in your language and theirs. Make sure your tone is appropriate and your content is clear. Err on the side of formality, especially with new team members who may chafe at a casual salutation or be perplexed by your attempts at humor. Minimize abbreviations and acronyms. (If you must use them, explain them.) Avoid slang and jargon. Use simple vocabulary and conventional syntax. Over-explain, rather than under-explain. Take the time to check in with people via phone after they’ve received important emails to ensure. This ensures that there are no misunderstandings.

In conclusion… Always keep in mind that email is one-way communication. Conversing via email or IM can be time-consuming, distracting, or may result in misinterpretations or misunderstandings. When you use email, make sure your objectives are clear to both you and your reader and your content reflects those objectives. When you need a real discussion with someone, pick up the phone or schedule a meeting.

Copyright (2006) All Rights Reserved. www.sherylwrites.com

E-mails Across Cultures and Time Zones

2006-09-08T08:02:00.000-07:00

NINE must-know tips for sending global e-mails that create goodwill and get results

E-mail is a serious business communications tool and you must treat it with the same respect as any other business document you write. Yet people don’t. Here are nine must-know tips for sending e-mails across the world’s cultures and time zones:

1. Formality
The friendliness of Americans can seem overbearing to people in many foreign countries. Therefore, always address people by their last names until you establish a relationship.

2. Tone
· Minimize abbreviations and acronyms. If use them, explain them.
· Avoid slang and jargon.
· Use simple vocabulary and conventional syntax.
· Over-explain, rather than under-explain.

3. Time Sensitivities
Answer e-mails as soon as you can, but don’t always expect the same in return. Your e-mail may arrive during your recipient’s off-work hours or on a holiday you don’t know about. So, don’t be in a rush to resend the same message or a follow up.

4. Dates
When sending an international e-mail that includes dates, be sure to translate using date and time conventions for the appropriate country. For example, in European countries March 2 would be 2 March

5. Times
Most countries use the 24- clock. For example, 3 PM would be 1500 hours.

6. Sarcasm and Humor
You should avoid sarcasm and humor in all business situations, but it’s more critical when you’re communicating with different cultures. Many points have been missed and international contacts lost due to the misunderstanding of humor.

7. Phone Numbers
Always provide proper international dialing codes and other contact information when sending e-mails overseas.

8. Monetary Translations
When mentioning currency, use either the currency of both countries or the currency of the country in which the financial dealings take place.

9. Measurements
Most countries use the metric system. It may be wise to show the American and metric equivalents. For example: 1 inch (25 millimeters).

Copyright (2006) All Rights Reserved. www.sherylwrites.com

E-mail: Say It In the Subject Line

2006-07-31T08:16:00.000-07:00

E-mail is the main stop on the information superhighway — one of the primary tenants in cyberspace real estate. It has replaced many of the letters and memos business people used to write, but the ease of sending and receiving creates inherent problems. People have a tendency to prepare e-mail messages on the fly and fire them off to everyone in the universe. Always remember that e-mail is a serious business tool, and you should treat it with the same respect as any other business document you write.

Create a Compelling Subject Line

The subject line is the most important piece of information in an e-mail message. It’s the first and only hint as to what your message is about—unlike a letter where the body is in full view. There are people who get hundreds of e-mail messages a day, and they can’t possibly read them all. So, if your subject line doesn’t seduce your readers, they may never open your message. If you look down the subject line column of your inbox, perhaps you see subject lines such as these that give you absolutely no information and no reason to read the message.

Meeting
Two things…
Hi
Something else
Can you help me?

I’m sure you’ve read USA Today. The front page has a column called “Newsline” that gives informative headlines of what’s happening around the world. You can read the headlines and get a snapshot of major stories. Wouldn’t it be informative to read the subject column of your inbox and get that same level of information? Always include in your subject line a key piece of information so your reader can get the gist of your message at a glance. Notice the following sets of subject lines and how much more information appears in the line with the asterisk.

* 15% profit expected for Q2
Profit report

* We were awarded Waller project for $2.5 million
Waller project

* MIS: Urgent meeting May 20 @ 2 PM in Blue Room
MIS Meeting

Think About the Benefit to Your Readers

When you craft your subject line, think about why your readers should want to open your message. Make the payoff clear. Will your readers learn some valuable industry news? Will your readers get a great deal? Will your readers save time or money? And never be misleading. If your e-mail is about a computer product, don’t pretend in the subject line that you have free tickets to the World Series.

Deliver Your Message in the Subject Line

When you can, deliver your message as the subject line and don’t bother writing in the text box. For example, you may write I’ll finish the report tomorrow morning—SLR and not even deal with the text box. When you put your initials at the end of the message, your readers get to know that the message “is” the subject line. You can also use –END or –EOM, for end of message. I don’t recommend this type of electronic shorthand when you write to someone you don’t know. It’s for colleagues you communicate with regularly. However, you should always use a descriptive subject line, even when you write in the text box.

Following is a series of e-mail subject lines I exchanged with a colleague. We rescheduled a meeting, and neither of us ever had to open the text box. (I usually don’t recommend scheduling appointments via e-mail because of the back and forth. However, this colleague doesn’t respond to voice messages but checks her e-mail a gazillion times a day.)

Mon. doesn’t work. How’s Tues? —SLR
Tues is NG. How’s Wed? —MN
Wed. is fine. —SLR
See you Wed. at 3:15 —MN

Note: When you first start sending subject lines without writing in the text box, most people will “get it” right away and start to respond in the same manner. A few, however, may let you know that they “didn’t get your message.” You can merely tell them that you try to save them time and deliver the message in the subject line when you can. When they see your initials at the end, they’ll know you’ve done that. They, too, will start responding with this electronic shorthand.

Copyright (2006) All Rights Reserved. http://www.sherylwrites.com/

So You Wanna Write A Book

2006-07-06T04:44:00.000-07:00

When people hear I’ve had a number of books published — 20 to date — they often share with me an idea for a book they are writing or want to write and ask me for suggestions. I’ve coached dozens of people, have gotten lots of free lunches, and have added several inches to my hips as a result. A number of colleagues have gotten published by some of the big names.

Do you self-publish? Many authors opt to self-publish or go to independent publishers. If your goal is to have a product to sell or to see your name emblazoned on the cover of a book, this may be the path for you. However, it takes a Herculean effort to market and distribute a book. That’s why I’ve always opted to work with an established, well-known publishing house — without an agent. I write the text; leave the printing, marketing, and shipping to the publisher; and collect royalty checks. How good is that?

My road to success was paved with lots of bumps and pot holes, yet I believed in myself and refused to take no for an answer. For inspiration, I tacked on my bulletin board an article that appeared in Time magazine. It told of John Grisham’s struggle to get his first book published. A Time To Kill — which became one of Grisham’s hot sellers and a hit movie — was rejected by 25 publishers. Here’s what worked for me and colleagues I’ve coached. Perhaps it will work for you.

Know what the competition is doing
Before you even think about submitting your book idea to a publisher, learn all you can about other books in that genre. Check bookstores, libraries, and online booksellers. Nearly everything has been written, so be prepared to tell the publisher how yours is different or better. Prepare a market analysis in grid form and include Title, Author, Publisher, Strengths, Weaknesses. (Of course, the weaknesses of each book become the strengths of yours.)

Caution: Never say there’s no competition or there’s never been a book like this. That shows you either haven’t done your homework or there’s a good reason there’s nothing out there like it.

Prepare a plan of attack
Get a copy of the latest (annual) Writer’s Market, and make a list of all the publishers you want to target. Also, check out bookstores, libraries, and online booksellers for others that aren’t listed in the publication. Then you’re ready to put your proposal package together. Here’s what to include:

Query letter: Address your letter to an editor, not just the publishing house. You find names of editors in the Writer’s Market as well as sample query letters. As an option, call the publishing company and inquire. Include in the letter your target audience; why you’re qualified to write the book; how your book will make the world a better place; and any other books, articles, or publications you’ve authored or co-authored. Present your thoughts clearly and concisely. And make sure to use correct grammar, punctuation, and spelling. Just one typo will stand out like a tarantula on a piece of angel food cake.

Market analysis: Following the query letter in your package, include the market analysis discussed earlier.

Annotated outline or synopsis: For non-fiction, prepare a table of contents in which you briefly describe each chapter. Limit the description to one or two sentences. For fiction, include a one-page synopsis.

Sample chapter: Submit a sample chapter so the editor can get a feel for your tone and writing style. This doesn’t need to be the first chapter, just one that represents your best efforts. (It was an annotated outline and sample chapter that got me my first contract.)

Postcard: Include a postcard to make it easy for each publisher to close the loop, even if it is with a rejection. (If an editor is interested, he or she may send a letter or call instead.) Put your name and address on the front of the postcard and the following on the back:
__________________________________________________

Title of Manuscript

[ ] Yes, I’m interested in reading your manuscript with a view
towards publishing it.

[ ] No thanks. Your idea doesn’t fit into our current marketing
plans.

Name of Publisher

___________________________________________________

It’s not necessary to have a completed manuscript ready to send. If your proposal is accepted and you’re offered a contract, you’ll be given ample time to complete the manuscript.

Get yourself psyched
To get myself mentally psyched, ten times a day I’d put my pen to paper and write: “Sheryl is a successful author.” I also prepared a sign that said “Sheryl is a successful author” and placed it near my computer, where I could see it easily.

Create a motivation chain
Unless you’re extremely lucky or your idea is the greatest thing since sliced bread, you must anticipate rejections. But don’t let that stop you from forging ahead. Here’s how I kept myself motivated the first time I tried to get published: I divided the list of target publishers into increments of five. Before I sent my proposal package to the first five, I prepared the next five with postage and all. All I needed to do was put the date on the query letter. As each rejection came in, I sent out another package and prepared one more. Therefore, I always had five in the hopper.

I kept this up for two years. I wasn’t sure if I was motivated or just plain foolish because I could have wallpapered the entire Taj Mahal with my rejection letters. Yet I believed in myself and always had a proposal package ready to replace each rejection. I also stared at the article about John Grisham so often that the words started to fade.

Voila!
After two long years, I got a call from an editor at Arco Publishing. She reviewed my proposal and liked my writing style. Although she wasn’t interested in publishing the topic I was pitching, she was in the market for a writer for topic in my field. I’m proud that 20 years later that first book is now in its 4th edition.

Since my first book for Arco, I’ve written 20 books for many of the leading publishing houses. Several have been translated into different languages. Titles include Business Writing for Dummies, Technical Writing for Dummies, Loony Laws & Silly Statutes, Strategic Business Letters & E-mail, 135 Tips for Writing Successful Business Documents, and more.

The lesson learned is this: Believe in yourself and don’t take no for an answer!

Weave Your Web for Added Revenue

2006-06-16T09:01:00.000-07:00

Your Web site is your face to the world. It’s unlike any other form of marketing or selling you’ll ever do. To make sure that your site is rich in content and functionality, work with professionals who know the Web ropes. Otherwise, it’s akin to a lawyer who defends himself [herself] having a fool for a client.

The Site That’s Successful
To make the best of a working relationship, you must understand the contribution you make to the success of your website. Following are some things to remember:

Clarify Your Goals. Years ago, people built Web sites just to have a Web presence. That’s no longer the case. Determine what you want your site to do. Do you want it to be an online brochure? Will it be educational? Are you doing e-commerce?

Determine search words and phrases. You must determine the words or phrases your audience will use to find your site. For example, if an attorney uses “matrimonial attorney” and people search under “divorce lawyer,” they won’t find that attorney. If you’re a money lender, you may use “factoring,” “asset-based loans,” and “bridge loans.”

Remember that First Impressions Are Key. Always put the good stuff first. Think of your home page as a giant magazine rack and the audience as someone scanning the front covers of all the magazines. Within eight seconds, people will decide to stay or look elsewhere.

Know Your Target Audience. Remember that your site is about your audience, not about you! You must understand the nature of your target audience so you can present a look and style that’s appropriate for them. Know who wants your information and how they’ll use it. Look at the Web sites of your competitors to see how they tantalize (or frustrate) the audience.

Write for Readability. Web audiences want instant information and they want substance over glitz. Therefore, you must keep the text concise—shorter than its print equivalent. To give your audience information quickly, write headlines that give key information at a glance (much like the ones you see in this paper.) Pattern your headlines after those you see in a newspaper. And use lots of bulleted lists.

Go Modular. Think about the content and how the average person will access your pages. Keep the topic and content of each page focused and make each page one complete thought or idea. This means that each page could stand alone, if possible. People have different browsing styles, so they’ll view your Web site from different paths. Therefore, you should consider having key information in several places.

Link to Other Sites. No matter how great your content is, don’t waste the most valuable feature of the Web links. You’ve probably found that one of the best experiences you have on the Web is the serendipity of stumbling upon a cool site you didn’t know existed. When you provide cool links to your audience, your Web site becomes a valuable resource they return to and recommend to others.

Build in tracking. You must be able to quantify the ROI by measuring the activity of visitors, e-mails, faxes, and phone calls. This is critical for knowing who visits your site and how often.

Publicize Your Site. What good is your wonderful site if people don’t know you have it or how to find it? Here are some ways to publicize your site after it’s published:

• Include the URL on your letterhead, business cards, invoices, specialty items, packing slips, fax forms, and anything else you send out or give out.
• Add the URL to the signature portion of all your e-mail messages.
• Post the URL to appropriate newsgroups.
• Send out a press release, if that’s appropriate for your business.

Keep Your Site Current. A static site is a boring site. A good way to keep your site current is to become a gateway for information. Include new links, industry tips and trends, and any other information your audience will find useful. Or consider running contests or promotional incentives, if that’s appropriate for your business.

The Site That Fails
There are a number of reasons why Web sites aren’t successful. Here are just a few:

Lack of Key Words. You must have the key words your audience will use to search for your site. Otherwise, people won’t know you’re there. These words must be peppered throughout the site because you don’t know on which page people enter.

Bleeding-Edge Technology. Don’t use the latest technology with all the bells and whistles just because you can. That’s akin to generating documents that look like circus posters just because you have a word processor. Include only what you need to make the site attractive, yet readable.

Sensory Overload. Your site isn’t New York City’s Times Square. Don’t use images that have an overpowering effect on human peripheral vision.

Hard-to-Read Colors. There are still black backgrounds with yellow lettering, or something equally as awful out there. Use appropriate, readable colors.

Outdated Information. Keep your site current. You need a Web gardener to weed your Web garden and replant new flowers. An outdated site is the sign of an outdated company.

Long downloads. Human-factor guidelines show that audiences lose interest after eight seconds. Many people still use dial-up modems, and download time may be a significant factor.

The International Website
As Internet access grows across the globe, so do translation and download problems. Following are some guidelines to help meet the needs of a worldwide audience:

Work with a Translator. If the site is to be translated, identify the languages. Send text, menus, and entries to a translator to learn of potential problems. For example, gerunds (nouns ending in “ing” that look like verbs) don’t have a similar convention in other languages. Also, there are colloquial expressions such as “get” that have a variety of meanings.

Be Award of Download Time. There are many parts of the world that have slow modems with Internet access billed by the minute. Users in these regions will visit sites that are quick to download.

Site Must be Printable. In parts of the world where Internet access is expensive, users often share computers and print out websites to distribute information. Many websites don’t print well. Make sure yours does!

Copyright (2006) All Rights Reserved. www.sherylwrites.com

Saying "No" With Panache

2006-05-23T13:13:00.000-07:00

When you must say no or disappoint your reader, you need special planning. Your intention is always to maintain goodwill. If you must disappoint the reader, here are some things to try:

Offer options
A friend received a letter from a major university denying her daughter the financial aid she requested. The letter started, "I’m sorry to let you know that we can’t. . . " When my friend called the university, she found out that there are other financial options to pursue. Instead of saying "no," the letter may have said, "Although we can’t grant you the financial aid you requested, we’d like to let you know of other funding options to pursue." That would have maintained goodwill.

Give an explanation
Don’t tell your reader, it’s company policy. Readers don’t care about your policies. However, they do understand logical reasoning. Following is a letter I wrote for an insurance company explaining why the company couldn’t pay for cosmetic surgery:

"Thank you for choosing [company] as your insurance provider. We know you have choices and are delighted you chose us. We’d love to say “yes” to everyone who wants an elective procedure. But if we did, we wouldn’t have the funds to say “yes” to everyone who needs a procedure. We are confident that you’ll understand. Please be assured that if you ever need a procedure, we’ll be right there for you. Once again, thanks for choosing [company] as your provider."

Change the order
Don’t start with the bad news. Open with a buffer that’s upbeat, and close on a friendly note. Put the bad news in the middle. You may even consider a neutral subject line, such as Policy No.

Get creative
It’s not always appropriate to get creative, but here are two times creativity worked well:

A financial planner sent a letter during the last economic downturn. It showed a line graph of how the stock market rebounded after the last two severe downturns. That was a very creative way to let clients know they shouldn’t panic because things typically get better.

I wrote an annual report for a company that had a bad year due to economic conditions. To counter the numbers, I generously peppered the report with testimonials from customers, many of which are very recognizable company names. The subtle message was that “we’re solid, despite bad numbers beyond our control.”

Copyright (2006) All Rights Reserved. www.sherylwrites.com

Writing that Drives Action

2006-01-25T07:38:00.000-08:00

Employers list communications skills as one of the two leading job skills employees must have, according to the National Center on the Evaluation of Quality in the Workplace. (Attitude is the other.) No matter what you write—letters, memos, e-mail messages, reports, proposals, presentations, handbooks or anything else—you can write with confidence and competence and actually enjoy the process! Create strategic documents your readers read first, documents that drive action, documents that affect your readers as you wish. Following are eight steps for doing just that:

1. Understand Your Audience. You must see your target so you know where to aim. Ask yourself these questions. Then answer them.

* What does my reader need to know about the subject?
* What’s the benefit to the reader?
* What will my reader’s reaction be to the message?

2. Identify Your Purpose and Key Issue. If your reader forgets just about everything you write, what’s the one key point you want him or her to remember that will accomplish your purpose? Distill this key point into one sentence. This step is critical to delivering a clear and targeted message.

3. Write Dynamic Headlines that Shout “Read Me!” Have you ever noticed how newspaper headlines jump out to tell a story? All your business documents—letters, e-mail messages, reports, handbooks, and anything you write—should tell your story. Remember that people don’t read, they skim. You want your readers to see your key issues at a glance.

4. Design for Visual Impact. When your document has a strong visual impact, it’s very readable. Use lots of white space; prepare bulleted and numbered lists when they’re appropriate; limit paragraphs to eight lines; and use charts, tables, and figures so readers can view information at a glance. This applies to every document you write—even letters and e-mail messages.

5. Simplify the Wording. You can write as though you’re talking and still maintain a professional tone. Don’t pepper your writing with big words; simplify your sentences. For example, instead of writing “give consideration to,” write “consider.” Then go through your text and delete every word and thought that doesn’t add value. Simplify! Simplify! Simplify!

6. Use Positive Words. When you use positive words, you present yourself as a winner. It sounds so much better to write “Please remember to…,” rather than “Don’t forget to…”

7. Write in the Active Voice. When you use the active voice, your sentence is alive because you start the with the doer. For example, write “Bob sent the contract last week,” rather than “The contract was sent last week by Bob.”

8. Proofread Until Your Eyes Hurt. You want people to remember you for the right reasons, not for your faux pas. Spelling and grammar checkers are helpful, but don’t turn on your computer and turn off your brain.

Sheryl Lindsell-Roberts, Principal of business-writing firm Sheryl Lindsell-Roberts & Associates, helps clients to maximize productivity and profitability through the written word. She’s the author of 19 books including Business Writing for Dummies, Technical Writing for Dummies, and Strategic Letters & E-mails. Sheryl has written many proposals that have helped companies to close multi-million dollar contracts—the most recent being a contract for $70 million. She also conducts business/technical writing and email workshops clients rave about. They learn to cut writing time by 30% to 50% and to get the results they want.