Imagine you've just got a text from a friend. Which of these two messages would you react to more strongly? A: 'The forecast doesn't look great today.' B: 'The forecast is heavy rain and winds of up to 45 mph this afternoon.' Most people would probably say version B,...
Rob Ashton
Why people misread your messages
Have you ever written what you thought was a perfectly clear email, only to get a reply ten minutes later that left you scratching your head? Perhaps the person you sent it to emailed back with questions that you thought you'd already answered. Or maybe they got hold...
Why you miss your biggest typos
Have you ever missed an obvious typo and wondered how? Maybe it was even in a title in bold, 24-point type. Or perhaps you overlooked a howler in a PowerPoint deck until you were presenting on Zoom. Don't worry – it's not just you. We've all done it. In fact, I'm...
Even big topics need small words
Have you ever noticed how something strange happens whenever we sit down to write a document? In person, we might be able to explain even the most complex of topics in relatable, everyday language. But as soon as we fire up Word, phrases mysteriously appear on our...
Don’t fall into this common document-writing trap
When most people set out to write something like a report or proposal, they make one fundamental error. They might adapt a similar one that they wrote before or find one that someone else has written and model that. Or they'll tweak a template – which is probably also...
How to structure a business report
What is the best way to structure your report? Many writers stick with the structure they were taught at school. This means starting with their findings, then outlining their conclusions, and finally giving their main message – like their recommendations – at the end....
See into your reader’s mind with ChatGPT
When writing goes wrong, a lack of human empathy is often to blame. Surprisingly, AI can help you get it back. You sweat for days over a report or proposal, submit it and then … crickets. All that effort and for what? Hours working up your big idea to make everything...
Better consulting reports in 10 steps
The last few weeks have been a punishing combination of late-night problem solving and early-morning meetings. Finally, the consultation period is over and the moment of truth has arrived: the time has come to write your final report. You've probably spent a lot of...
Why you should always include ‘sent from my iPhone’ in your mobile signature
While conducting some research recently, I discovered a question in a web forum that got me thinking. In a nutshell, the question was: should you include 'Sent from my iPhone [or Android phone etc]' at the foot of an email if you’re composing it on a mobile device? I...
Why a list of bullets is not a report (and military writing could make you enemies)
A few years ago, I was working with a consultant. We used to meet every week, over breakfast. And, as my daughter was going through a phase of waking up every night, I was invariably tired. I remember one session, during which I had been particularly sluggish. Even a...
Where live chat goes wrong – and how to make it right
The last time I used live chat, it was to contact a large online train ticket provider, to claim a refund after my train got cancelled. The session started well, with a cheery promise from the customer support agent to sort my refund quickly. But it soon descended...
Five email mistakes that will lose you customers
My email to the tech startup about the app I was using to manage my time hadn’t been a complaint – far from it. I’d actually written to tell them how pleased I was with their software. 'I’m really impressed,' I’d said. 'If you ever need a testimonial for your...