ChrissyBiz Solutions Blog ©: Communication

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Communication For Business: How To Write Clear Yet Difficult Correspondences

Whether writing to an internal audience or external clients, difficult correspondences must be handled with care, most especially when dealing with human resources within the company. The communication must be clear, firm but not aggressive, fact-based, and concise. Written employee warnings, reprimands, may be form letters or customized depending on the sensitivity of the matter or company policy regarding the issue.

Here are some tips to construct difficult correspondences in a professional and firm manner:

Clearly outline the basis for the communication and desired response. It is not enough to reprimand the worker for being late to work when the desired outcome is for them to arrive 15 minutes in advance to clock in and situate themselves in their work space. Company policy regarding the issues mentioned so that the employee is not left feeling picked on or singled out. It is also important so that an official purpose of the written warning is established. Managers interested in improving their teams and subordinates will always leave follow up pointers with steps to correct the behavior and the desired response from the employee.

Decide the outcome of the correspondence of the letter before you begin. Is this a repeat issue or serious offense that could result in termination or just needs improvement? Proper wording will depend on the desired outcome or desired effect.

Use words and phrases that are easily defined, not subject to interpretation, and based on facts. When dealing with touchy issues, the effectiveness of a written warning can be largely dependent on the actual words chosen. The difference between an escalating issue and a prolonged problem should be easily identifiable.

"Your continued tardiness has caused your team to steadily fall short of their sales goals" should be backed up by data or verifiable occurrences. This statement makes a clear tie between sales (important benchmark) and their inability to reach work on time. However, this statement is different than "Your pattern of tardiness may have an effect on your teams ability to maintain their sales goals." The point is to be clear in what you are saying and the impact you want it to leave on the reader. One statement sounds like a reprimand while the other sounds like a warning.

Use a sandwich method when suggesting improvement. The sandwich method simply means that while the meat of the sandwich is the issue you want to address, it is sandwiched between two compliments or positive attributes. For example:

Dear Employee,

Having you as part of the editing team has helped the company become more strategic in their thinking when it comes to online mediums. The management team is very pleased with your contributions, and would like to see this same professionalism applied to your relationships with coworkers in the office. Outbursts in the office interrupt the workflow, morale, and slows productivity. We look forward to your improvement in this area. We'd like to also take this time to solicit any questions or concerns you may have about company policy regarding appropriate workplace behavior and encourage you to speak with your supervisor in case of conflict. XYZ Inc considers you as an asset to the organization and hopes to see progress in this area without having to escalate the issue. For questions, comments, or clarifications of company policy, please contact your Team Leader.

Be firm when addressing issues regarding Title VII, sexual harassment, and other liability issues. The sandwich method is not appropriate for more serious issues that can affect company liability or human resources. In this case, there is a need for clear and objective language that could be presented in the case of an EEO claim or in wrongful termination accusations. For example:

Dear Employee, After recent investigation into the accusation of sexual harassment involving you, we have uncovered evidence and testimony that places you in direct violation of company policy. In accordance with training received in your annual sexual harassment training and the employee handbook, this letter will serve as an official reprimand for your behavior. Any further need for discussion in this area would escalate the issue up to termination.

Never allow personal bias or emotions to cloud the messages of any business correspondence, but especially delicate or sensitive issues. It is important not to minimize behaviors or magnify issues, rather to directly address them according to company policy. Communicating difficult topics may be difficult, but not communicating them could be costly for your company and reputation.

ChrissyBiz Solutions provides clients with customized, results-driven web marketing strategies. Our primary business writing duties include: article marketing, search engine optimized web copy, blog content, social media, press releases, and newsletters designed to drive traffic to your website and influence buyers decisions when purchasing products and services.

Contact ChrissyBiz today to discuss the impact that web marketing copy can have on your business.

Public Relations and Sales

How many times have you personally had a choice in a purchasing decision, and chose the business that had a more positive image? There are even occasions when prices can be different, but the perception of a place of business weighs heavily on the decision to buy or not buy.

What is the relationship between the public perception of a brand or business and their ability to sell?

Lets us take a look at a few examples to examine the issue objectively:

Many athletes and entertainers risk their ability to be endorsed by major brands when they make major mistakes that draw public criticism.
Political figures often lose credibility and sometimes even their jobs for bad press.
Companies and brands use the press to announce positive press to enhance their images.
Some companies and brands have gone out of business based on press.
Even a homeless man was able to land a job because of being on the news and showcasing his skills. The fact that he was homeless really made some companies want him as it would make them seem sympathetic to his struggles.

Public Relations are often over used by some companies and brands while others completely overlook the benefit of a positive public image and its impact on their bottom line. So, how can a positive image and being engaged with your market help your sales?

Public Relations allows consumers to see a human side of your brand or business that is otherwise unavailable to them.
Community involvement and engagement can increase word-of-mouth advertisement as customers learn about community efforts, charitable causes, or other image-enhancing events. For example, reading about the companies recent charitable donation in the local newspaper, business blog, or other online source may be a conversation starter between friends or co-workers, along with a desire to support you as you support other causes.
Consumers are more likely to purchase from businesses with positive press than companies with no press or bad press.
Public relations is a form of marketing that does not focus on sales but definitely contributes to increased or decreased sales. People remember articles, experts, and businesses that they have read about in a positive and negative manner.
Internal perception of a company can even impact employees endorsement of a companies products or services. Employees will assist in marketing through suggestions to family and friends when their perception of the company is positive. Conversely, when they are displeased more than satisfied, they are less likely to recommend the company to family and friends.
Commercials and television advertisements are more costly yet highly effective in helping people recall your company or brand when making a buying decision. In the same manner, as more people migrate to the world wide web year after year, internet marketing without direct sales can be highly effective in a positive perception.
Even when there is no call to action associated with buying a product or service, Negative PR is highly effective at having the opposite effect on sales.
Companies can offer incentives, coupons, or other discounts for markets engaged with them in some way -- newsletters, social networking sites, or other mediums that help shape the perception consumers have about businesses.
Facts are not nearly as important as perception, unfortunately. Businesses have to take the reigns of their own public images as everyday consumers now have the ability to influence others perception of companies more easily, even if to only a small audience.
The old saying that no news is good news does not apply to marketing and company sales. No news can actually be bad news if companies are not proactive in the global marketplace and positioned to take action.

Can you think of any examples, well known or otherwise that agree with this or do you disagree? I would love to hear from you!

Contact ChrissyBiz today to discuss the impact that web marketing copy can have on your business.

Communication: Entrepreneurs and The Value of Criticism

Starting a business requires as much preparation of the mind as it does the financial, operational and marketing plans. No competent business person would blindly walk into a deal or contract without fully evaluating all the details. Entrepreneurs must be 'teachable' and able to respond to information even when the intent is to offend. They also must be able to receive criticism. Criticism has a negative connotation to it, however, there is a major difference between constructive criticism and destructive criticism. Many would say that the major difference between the two is how the sender of the message is sending it. However, I would argue that the major difference is not how the sender meant it but how the the receiver uses it.

Any statement that any person has ever made about myself or my business, my appearance, or anything else is only defined as constructive or destructive based on how I choose to receive and implement the information. Too many opportunities are overlooked by business people because of their inability to extract the constructive part of any criticism while disregarding the rest.

For example, let's take a look at the following statements:

1. "Your store has crappy service and the lead cashier has no class"

2. "The store is always filthy when I come in, and I feel rushed because the environment does not feel welcoming"

Neither of these statements are nice and both could probably be stated in a more positive way. However, the savvy business person should be able to extract the good from any statement, assess its value to their organization, and disregard the rest, regardless of how the message is delivered. The emotions of the sender can determine how the message is received, however, it should not.

The first statement appears to be completely negative and most would immediately reject it and see no value in investigating. However, it is clear that the customer is dissatisfied and could potentially spread their dissatisfaction to others. It would be beneficial to look into the statements from an objective point of view to determine if the customer service could use improvement or the lead cashier could use some additional training. Or the manager could choose to overlook these two issues because of how the information was presented.

The second statement is packed full of pointers that when subtracted from all the emotions, can be quite valuable. Is the store in need of better maintenance procedures? Could it be that declining sales is associated with areas that are not as clean as they should be?

The ability to receive and implement criticism can be the difference between success or failure. Business requires the ability to set emotions and personal biases aside for objective decisions that push sales, to be able to foster a great work environment to improve productivity of the workforce, and respond to the demands of customers. Entrepreneurs and business owners will have to master this to be able to remain competitive and supply what their customers demand.

Can you think of a time when someone offended you but after the emotions wore off, the advice was instrumental in helping your business?

Contact ChrissyBiz today to discuss the impact that web marketing copy can have on your business.

How To Position Yourself and Promote Your Product or Service with a Press Release

Press Releases are a way to notify the public of what is going on and give them access to information that would otherwise be a secret. Is your product, service, or expertise a secret? You can begin to use the same power in the press release for your product or service, event, or promotion. The problem is that we see so many "less than newsworthy" releases that we may tend to forget the necessity and advantage of them. They serve many purposes for many people, but here I will write about positioning yourself as an expert as well as promoting your product or service with a release. Obvious promotion of yourself is not allowed in a good release. However, well written press releases dispense information that can be consumed by your target market, and leaves them with the impression that you are the best person to solicit for their needs.

Position Yourself

Your press release is one of many, so what makes you the person capable and sought-after for the product or service you are writing about? You must position yourself as an expert. This takes time and will not come overnight, but you can do it with proper preparation, educating yourself on your product or service, and commitment to endure all obstacles or setbacks.

Writing articles and blogs about your product or service will help establish you as an expert. Interacting on social media websites such as Facebook, Twitter, and LinkedIn will also help. You can use these platforms to answer questions, find out what your market is interested in learning about, and common questions / issues associated with it. Stay updated with all news related to your product or service via newsletters, Google Alerts, or any other type of news outlet.

Gathering this information will help you come up with a relevant press release campaign that not only displays your knowledge and skills, but also gives prospective clients information they are already seeking. Creating content within your releases that pertains to already needed information is a traffic generator as well. People are interested in concise, relevant information about their topics of interests; press releases provide the medium and you provide the information they need.

Promote Your Product or Service

You have all of the information you need for your target market, and you know that press releases are a cost effective and efficient way to give them the information. The next step is to promote that product or service without being pushy, or sounding like the neighborhood used car salesman. How do you sell something without selling something?

First you will target the release to the audience that would benefit from your product or service. Do not be general or attempt to gain everyone's attention. You know who you are aiming at, so talk directly to them!
Next, present the need that your product or service will meet. This could be as simple as writing about how oil changes will extend the life of an engine to sell your new oil change package, or writing about the necessity for proper grammar when speaking to people in public. You must present the need so you can present the solution.
Be sure that the need is related to what you are selling and that you can easily tie in your solution to the need. You must not forget that this is a news release, so it must be newsworthy. The best way to get newsworthy ideas is to peruse the internet or your local news to see where the need is, what people are writing and asking about, and how you can respond to their need. For example, if you live in a community where there is a recent spike in head lice, you can write about your hair salon and how the shampoo used is effective in killing lice. What about a laundry detergent that can aid in the eradication of the bugs eggs in the sheets? Get creative but remember that people want news, something that will help, and ultimately a problem solver.
Incorporate quotes, research or other interesting information that adds credibility to your claim. If your shampoo will kill the above mentioned lice bugs, why should anyone believe you? Can you offer a guarantee?
Make sure the release is no shorter than 3 complete paragraphs before the "About Company" section, and no more than a standard page in length. With all of the information available online, people will likely skim the information and move on if they don't find anything interesting. Remember your browsing habits online.

Contact ChrissyBiz today to discuss the impact that web marketing copy can have on your business.

5 Tips To Effectively Manage Your Time On Social Networking Sites & Social Media Tips For Your Business

If you are maximizing tools such as Facebook, Twitter, and LinkedIn for your business, you may have reaped some rewards. Managing these sites effectively, spending adequate time on them, and not allowing them to waste your time, can be tricky. They must be properly used in order to be an asset, not a "time stealer." Below are 5 tips for small businesses to gain maximum benefit from these new marketing tools:

To avoid wasting quality time on these sites, a schedule is essential. Set aside a minimum and maximum amount of time you will spend on these sites daily. Give them appropriate time slots throughout your day and get in the routine of adhering to it. Will you spend 30 minutes in the morning and 30 minutes at night? Or will you spend 45 minutes in the evening? It is up to you and your goals. However, you need to realize when your market is most active and will see whatever updates you post. If you are posting entertainment news at 6 am, that may not be very beneficial unless you plan to periodically re-publish the information.
Once your schedule is set, divide up how you will spend that time -- what will you do with it? I suggest that you not only add value to your market, but also interact with and engage them. This can be as simple as RTing a quote of interest (set a goal of how many you will do per day), replying to @'s or questions, or asking direct questions they might find interesting and thought-provoking. Understand that leaving your page dormant can be damaging to your strategy and goals, and decrease your following. It will also be detrimental to time spent in the past building your reputation. Be careful not to ignore them or present yourself as an anti-social social networker. You do not want your market to begin ignoring what you have to say. You want them to become so interested in you as a person that they will click your link and actually see what you can offer them and share it with others as well. Social Media has been able to drive sales for my business using this tactic.
Follow those in your target market, "don't preach to the choir." If you sell jewelry and have found all the biggest jewelry companies in the world, ask yourself if that is your market and how they will benefit you. If you mostly sell to new brides and college grads, start finding them and following them. Don't turn on your twitterfeed and forget about them; rather take some time to read a few profiles and see what information they find valuable. When you start following them, say hello, let them know that though you are in business, you are a real person! Stop the generic replies or one-size-fits-all approach. This saves time by having relevant relationships instead of building a following that has no use or interest in your products or services.
Perform searches of keywords for tools like Twitter, or find similar pages that people have "liked" on Facebook. These are beneficial for targeting and time management in that you are filtering out those who you can build relationships with. They will also help you find questions that you can answer; people you can add value to; and give you new prospects. Always follow up with messages you receive. But once your time limit has passed, write down where you have left off and resume your duties at the proper time.
Never directly solicit people with a sale or even coupon for your products. This is very annoying. Why should they purchase from you and not the other 15 people who sent them the same information? Instead, read their profile and provide a link to answer a question they have. Bring the customer to you! Social Media is not the new door-to-door salesman that everyone avoids, so do not turn your profile and reputation into such.

When you have clearly defined goals and strategy for your social media presence, you can effectively manage your time spent on social networking sites. Maximize your time by sticking to your schedule and creating one that is most relevant to your market. Obviously, an hour a day will be more than some need and not enough for others. But whatever time spent can be used to reap maximum rewards.

How do you effectively manage your time on these sites? What tips can you contribute to other business owners venturing into these new forms of web marketing?

Contact ChrissyBiz today to discuss the impact that web marketing copy can have on your business.

Twitter Pitfalls, Marketing Mistakes, & Annoying Habits

Twitter is great for business! No doubt about that. Personally, I have been able to meet more than 50% of new clients via twitter without soliciting them in any way. But it can also be a nightmare if you are not careful. Here are some common mistakes I have found (and even participated in before I knew better):

No Bio -- How can people accurately list you or utilize you as a valuable resource if you don't even tell them what you do from the beginning. Be as specific as possible. Most followers will not even click your link if they don't know what you do.
Misleading Bio -- Your bio says you are a marketer, but your link goes to a dating site. This will get you blocked and reported for spam in most cases, especially by professionals who take their pages seriously and have tied it to measurable marketable gains.
Not Reciprocating RT's -- When someone RT's your link or quote, at least be kind enough to acknowledge it or reciprocate it in the near future. Do unto others as you would have them do unto you tweeters.
Inciting Fear or Negativity -- You want people to utilize your services or buy your products because it solves a problem they have or adds value to them. Writing negative tweets or inciting fear in your followers in very 20th century and does not work.
Sporadic Tweeting -- If you are not tweeting on a normal schedule, you are more likely to be unfollowed. If your last tweet was 2 months ago and the next time you tweet is to push your product...no one is listening. Engage. Interact. Be genuine.
Not Following Back -- Major pet peeve here as it shows your immediate lack of interest in your follower. They know you cannot even see what they tweet, therefore the chances of you responding or purchasing their product or service is very low. I personally find it a tad rude and "snooty."
Ignoring DM's or Replies -- We know your account is probably automated, but check your inbox from time to time and respond back in a timely manner.

I could go on and on, but I am interested in what YOU find annoying on twitter. We can all learn from one another, so share your thoughts in the comments section below.

Contact ChrissyBiz today to discuss the impact that web marketing copy can have on your business.

Pages

Communication For Business: How To Write Clear Yet Difficult Correspondences

Public Relations and Sales

Communication: Entrepreneurs and The Value of Criticism

How To Position Yourself and Promote Your Product or Service with a Press Release

5 Tips To Effectively Manage Your Time On Social Networking Sites & Social Media Tips For Your Business

Twitter Pitfalls, Marketing Mistakes, & Annoying Habits

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