Plain English for emails and letters

Workshop information

Research shows that customers are more likely to read information that is written in plain English. They are also more likely to trust
an organisation that communicates clearly and simply. For anyone in a customer-facing role, the ability to write clear, concise, customer-focused letters and emails is a vital skill.

Customers want to be able to understand letters and emails the first time they read. All communications need to avoid jargon, clearly explain relevant terms and conditions, and meet the needs of the recipients. On this practical course, you will learn how to write clear, concise emails and letters which answer customer questions and deal with their issues effectively. It will also show you how to write to achieve a satisfactory result and avoid an escalation of challenging issues.

After this workshop, you will be able to:

Write emails and letters that use plain English with a professional tone of voice
Create emails and letters that are clear, concise, well-structured and readable
Use layout to ensure customer communications are easy to navigate and reader-focused
Show regulatory bodies that your organisation takes plain English seriously

Who should attend?

This is for anyone who writes (or reviews) emails or letters to customers. It’s suitable for experienced writers and
people new to the role, as well as writers whose first language is not English. We’ve delivered it to customer service teams, marketing
teams and communications departments.

What’s covered?

Plan to engage customers (put yourself in their shoes)

Who are you writing to?
Why are you writing?
Plan an outgoing email or letter
Plan a response to an incoming email or letter
Check all customer issues are resolved (stated and implied)
Write emails for scanners

Writing with KISS: Keep it short and simple

Create short, clear, focused sentences and paragraphs
Communicate complex messages in plain English
Avoid wordiness and repetition
Prefer the active voice
Make it look easy to read and accessible

Writing with KISS: Keep it strong and sincere

Be consistent with your brand tone of voice
Make a good first impression
Avoid (or explain) jargon and technical terms
Avoid flowery or over-formal ‘business speak’
Ensure all sections are clear and unambiguous

For a more detailed outline, please get in touch.

Get expert tips for your business writing

Want a refresher on punctuation? Or a quick guide to plain English? What about tips on writing for your website? Or useful phrases for minutes? Our fact-sheets are full of information that will help you to write clear, correct English.