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Chapter 8 Writing Style
Gender, age, race, etc., cannot be inferred from a bias-free word. Using gender
neutral words, such as server rather than waiter or waitress, focuses the reader
on the job or the individual’s qualifi cations instead of the gender of the
individual. Rather than saying, “we hired a young man for the manager job,”
state, “we hired a new manager.” When a disability must be referenced, use a
specifi c term such as hearing impaired or physically disabled. Do not use outdated
terms that are now considered offensive.
Some words may sound
acceptable in conversation,
but may come across as
harsh in writing. For those
words, you may need to fi nd
a euphemism. A
euphemism
is a word that expresses
unpleasant ideas in more
pleasant terms. For example,
instead of saying, “this
phone system is cheaper,”
the preferred business
language is less expensive.
In another example, what is
now commonly called the
customer service department
used to be commonly called
the customer complaint offi ce.
This refl ects a desire by
the business to service a
customer’s needs. Some
businesses even use the term
customer care to communicate
greater sensitivity to the
customer’s needs.
Use euphemisms when
needed, but use them wisely.
Some euphemisms go too
far. For example, using
vertically challenged instead of short to describe someone’s height is transparent
and sounds silly. However, you can say, “he is not very tall” without offending
most people.
Another aspect of sensitivity is to avoid language that is condescending.
To be
condescending
means to assume an air of superiority. Use words that
the reader will understand, but not interpret to mean the writer feels superior
in status to the reader. For example, giving an explanation that is too basic or
oversimplifi ed to make sure the reader understands may sound condescending
to the reader. It is important to know the audience. It is important to estimate
what level of knowledge the reader should have on the topic to avoid insulting
the reader’s intelligence.
BUSINESS PROTOCOL
E-mail Netiquette
In everyday life and in business, there
is a proper way to behave. This is
known as etiquette. Over the years,
proper behavior on the Internet has become known as netiquette.
Netiquette applies to all Internet usage, including e-mails.
• Use a tone that is appropriate to your relationship and to the
writing situation.
• Do not use emotion icons, or emoticons, in a business e-mail.
• Let the reader know if you are sending an attachment by
mentioning it in the message.
• Do not send or forward personal messages, jokes, chain letters, or
spam.
• Never use profanity or any other type of derogatory language.
• Never respond in anger to an e-mail. Wait until you are calm
enough to respond in a professional manner.
• Avoid overuse of e-mail. Stop to think whether a phone call or
personal visit would be more productive.
• Use the blind copy option for large external mailings to protect the
privacy of each recipient.
• Do not use all caps in your message; this is considered shouting.