Writing
Most adult writing in English is short: a message, an email, a form, a complaint. Short writing has its own rules, and they are easy to learn.
Six rules for writing that gets read
- Say what you want in the first sentence. Readers decide in five seconds whether to keep reading. I am writing to ask whether… is a good opening; I hope this email finds you well is not, because it says nothing.
- One idea to a paragraph. Three short paragraphs are read; one long one is skimmed.
- Short sentences. If a sentence has more than about twenty words, look for the place to cut it in two. There usually is one.
- Plain words. Use, not utilise. Help, not assistance. Formal writing is not writing with longer words in it.
- Say exactly what you want to happen. Could you send the receipt by Friday? A request the reader has to work out is a request that gets ignored.
- Read it once before sending. Just once, aloud if you can. You will catch something every time.
The same message, twice
Unclear version
Dear Sir, I hope you are well. I am writing regarding a matter which has caused me considerable inconvenience relating to an order which was placed by me on your website some time back and which has not been received in a satisfactory condition as expected, and I would request you to kindly look into this matter and do the needful at your earliest convenience.
Clear version
Dear Sir or Madam,
I ordered a table lamp from your website on 3 August (order number 41827). It arrived on 9 August with the glass shade broken.
I have kept the packaging and can send photographs if they would help.
Could you please send a replacement, or refund the price of 4,500 rupees? I should be grateful for a reply within a week.
Yours faithfully,
S. Fernando
Why this answer works
- The unclear version is one sentence of seventy words. The reader has to reach the end before learning what happened, and even then does not know what is wanted.
- The clear version gives the facts first — what, when, what went wrong — with the order number, which is what the reader actually needs in order to help.
- It offers evidence without insisting on it.
- It states the two acceptable outcomes plainly, and gives a time.
- It is polite without being apologetic. Long apologetic openings weaken a complaint.
- Do the needful and at your earliest convenience have been removed. Both are understood locally but tell the reader nothing.
Openings and closings for common situations
| Situation | Opening | Closing |
|---|---|---|
| Asking for information | I am writing to ask about… | I look forward to hearing from you. |
| Applying for something | I wish to apply for… | I should be glad to provide any further information. |
| Complaining | I am writing about an order placed on… | I should be grateful for a reply within a week. |
| Apologising | I am sorry that I was unable to… | Please accept my apologies for the inconvenience. |
| Thanking | Thank you for… | Thank you once again for your help. |
| Making an arrangement | I am writing to confirm… | Please let me know if this is not convenient. |
| To someone you know well | Hope you are well. Quick question — | Thanks! / See you soon. |
Filling in forms
- Read the whole form before writing anything. Later questions often change how you should answer earlier ones.
- Block capitals unless the form says otherwise, and use black ink.
- Surname is your family name. Given name or first name is your personal name. Getting these the wrong way round causes real difficulty later.
- Date of birth — check whether the form wants day/month/year or month/day/year.
- N/A means not applicable — use it rather than leaving a box empty, so it is clear you did not overlook it.
- Sign and date where asked. An unsigned form is usually returned.
- Keep a copy or a photograph of everything you submit.