Peer to Peer Magazine

51 WWW.ILTANET.ORG Harmonic Tones Create Symphonic Messages FEATURES The aitude conveyed in this message is supportive, confident and carries the message that all systems are go. The Lesson: As you consider promoting an idea, consider language that is promotional. Use affirmative, supportive language unless you intend to convey a negative message. Lesson 2: Economical Language Is Good; Truncated Language Is Bad The Problem: Perhaps social media and our 24-hour news cycle bear responsibility for much of our modern communication that seems blunt, truncated and stripped down. [Do you] Know what I mean? [Have you] Ever experienced this? The tone conveyed by these abbreviated sentences is likely not sufficient to telegraph your interest in the subject being covered. If your message does not express complete thoughts, the reader is not likely to give it much weight. There are times and places where a single word or a few words can carry more weight than a longer sentence, but professional communication is not likely to be among them. The Example: In this sample communication regarding the firm's annual town hall, the scarcity of complete sentences conveys a tone of disinterest: When: 4:00 p.m. on December 16 Where: 12th Floor Conference Room Join us for the year's news and upcoming things to expect. Food and beverages to be provided. The Correction: You might try something like this: We are thankful for your contributions to the firm's success and look forward to celebrating the close of the year. Join us at 4:00 p.m. on Friday, December 16th in the 12th floor conference room. In addition to delicious food and beverages, we will provide news and exciting opportunities for the upcoming year. Overcoming Tone Deafness Much of our wrien communication is informational or instructive. We respond to queries, report on the status of projects, announce new services and create myriad situational messages and memos every day. We sell ideas. While our personality (voice) might be consistent in each situation, our aitude (tone) can vary. With few exceptions, business writing needs to convey a positive focus. You will likely want to express excitement about the new document management system (DMS), the new process for maer intake, this quarter's financial standing or the firm's holiday party. Tune your mind's ear to finding the right tone to carry your message with the following lessons: Lesson 1: Be Confident, Supportive, Positive The Problem: It is common to unwiingly use negative phrases to express positive notions or to surround key concepts in negative language. Just say "no" to "no" and its cousins. Caution: Some cousins are "closet" negatives; they have a happy face but leave a negative aertaste when presented in context. The Example: Thank you for your patience as we have transitioned to our new DMS. It has been a difficult process, and our project team has overcome many obstacles, but we are pleased to announce . . . You do not sound pleased; you sound tired and a bit whiny. I hope the new DMS does not present some of those obstacles you referenced. And that "but" sucks the life out of the sentence. Are you being facetious in thanking me for my patience? I do not remember being patient. The Correction: There are many ways to rewrite or improve the message; here is one: Our new DMS is up and running, and we commend our project team for their great work. Our support personnel are prepared to assist you . . . RANDI MAYES Randi Mayes, Executive Director of the International Legal Technology Association (ILTA), is responsible for oversight of all operational aspects of the professional association. Prior to her employment with ILTA, Randi held technology management positions in law firms in Austin, Texas and served in volunteer leadership roles within ILTA. A member of the American Society of Association Executives and the Texas Society of Association Executives, she has spoken and written on topics related to leadership development and association management. Contact her at randi@iltanet.org.

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