Published July 2001

Words count, so make sure your message is clear

Writing remains one of the costliest of activities in the workplace. The cost of poorly written documents runs the gamut — from ruined corporate images and failed contracts to loss of clients. The price is immeasurable.

But in the case of a plane crash in Aspen, Colo., 18 people may have paid the highest price — with their lives.

Why? Because of unclear communiqués to the pilot.

The landing advisory was filled with so much aviation jargon, terse wording and confusing language that the pilot’s instructions may have been too difficult to interpret. In fact, the National Transportation Safety Board has begun investigating these missives. Meanwhile, some news commentators have moved way past investigation and claim that the deaths were completely avoidable if only the writing had been clear.

Though more politically charged than the first, the outcome of the 24 crew members held unwillingly in China was unquestionably more positive. Among the words being tossed like salvos over the bows of both governments, a single phrase unlatched the detained crew’s door. Clearly stating intent, these few words, “we’re sorry,” moved a stalled situation to closure.

Don’t think that words count? Think again.

Here are some suggestions to keep your message clear:

Make your sentences no longer than 20 words. More than that requires the reader to reread your sentences. On the third read-through, they call or toss the document. Both of these options can cost you money.

Keep your words two to three syllables in length. If longer than that, your reader may struggle. Remember that the purpose of your message is to get a response — not to have the reader scratch his/her head attempting to interpret your words.

Have your reader in your mind’s eye. Until you have clearly established to whom you are writing, do not put fingers to that keyboard. Think about the different approach you would take if you were writing a grocery list for a stranger rather than for your significant other.

Understand the purpose of your message. Ask yourself, will what I want to have happen actually happen when my reader receives my document?

Dr. Julie Miller has helped thousands of individuals and organizations transform their writing skills while reducing the amount of time spent on individual documents. She can be reached at 425-485-3221, or visit her Web site, www.DrJulieMiller.com.

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