Or do you prefer “Dear Readers”?

Last week I came across an article in the BBC that asks the question, “Should e-mails open with Dear, Hi, or Hey?” An interesting question that, it seems, is still up for debate.

According to an online poll conducted by the Wall Street Journal, about 41 percent of 500 voters sided with “Dear” as the proper opening in every case. The rest thought otherwise, splitting between “Too formal, dated, effeminate or intimate” and “It depends,” voting 25 and 33 percent, respectively. Overall, the largest segment still thought “Dear” was the proper way to conduct business. But I have a hunch the results of this poll would have yielded much different results 20 or even 10 years ago. Times have changed, and so too, it would seem, have people’s perception of business etiquette. This may be a generational gap.

If you’ve read Ron Alsop’s book, “The Trophy Kids Grow Up: How the Millennial Generation Is Shaking Up the Workplace,” you already know there are some major differences in how the newer generations view the workplace and business world. In short, the book discusses the Millennial workforce and how its sense of entitlement and self-appreciation demands that the workplace conform to their vision of the world, rather than vice versa. Being a Millennial myself, I have had access to e-mail most of my life and have often used it to pass a note, reminder or other quick message to someone. In a way, it’s a slower version of a text or instant message. Why, then, should my e-mail begin with “Dear” when it contains a sentence or two?

Because, if you want to be taken seriously as a professional, that’s how business is done. At least, that is a common argument from those older and a bit more experienced in the workplace. E-mail is a one-way communication through which you depend on your writing alone to convey ideas and emotions.

Of course, as a relationship becomes closer, you may find yourself getting more comfortable with the idea of skipping the formalities. At that point, you have to play by it ear.

A third option is to go with the middle ground. If you feel uncomfortable with using “Dear” because it feels too formal or intimate, you can try using a time-based greeting. “Good afternoon” or “Good morning” is perfectly acceptable and implies a sense of formality without being overly formal; just make sure your greeting corresponds to the time of day!

Ultimately, in business, how you like to correspond doesn’t really matter. What really matters is the way in which your recipient wants to be addressed. Formal salutations have been used for centuries, and even though it’s the new millennium, they still have their place in the business world. Perhaps, sometime in the future, “Dear” will no longer be used to greet recipients. After all, when’s the last time you used it when texting someone? But there are many, 41 percent according to the Wall Street Journal poll, who think it needs to stay.

If you really prefer to drop the formality, here’s my advice: don’t stick your neck out first. Let others make the first move and go from there.

~Marek Biernacinski is President and CEO of Edited by a Pro.

“Broken Windows, Broken Business” uses the Broken Windows theory introduced to the public in 1982. The theory argues that major crime in urban areas can be curbed by quickly fixing minor problems such as broken windows. While initially controversial, the theory received widespread support and attention – even more so when Rudy Giuliani implemented it when he became mayor of New York.

Giuliani took an aggressive approach to reducing the city’s number of minor crimes such as graffiti. By doing this, he sent a clear message that crime – of any kind – would not be tolerated in his city. Many scoffed at Giuliani’s unique approach to law enforcement, but, sure enough, the results spoke for themselves. New York City’s crime rates decreased significantly – and at a faster rate than any other city in the country at that time.

As the book delves into, this theory is easily applied to business. Seemingly small mistakes such as forgetting to re-stock the napkins on your tables or having spelling errors on your website sends your customers a message that says, “You aren’t my top priority.” I couldn’t agree more.

In business, especially in this recession when customers have more choices than dollars, it’s critical to be detail-oriented in a customer-oriented manner. Think your customers don’t mind waiting on hold for 15 minutes while you hunt for their order in your unorganized filing system? Think again. Hope they won’t mind sifting through your website at length to find what they need? Doubtful. In short, it’s of utmost importance that our businesses tell our customers, “YOU are my top priority.” If a business can do that consistently time and again, it’s golden.

Regardless of whether your business is struggling or thriving, I recommend you spend some time this week identifying the small things you are doing, aren’t doing and should be doing that would take your customers’ interactions with your business from average to fantastic. And trust me, do it now. Your business depends on it.

~Melissa Rothermel serves as founder and partner for Edited by a Pro.

An explanation wasn't given for the increase, nor did the notice suggest that the matter would be open for debate. It was a declaration, and readers were meant to simply accept the news and go on about their lives.

Unfortunately the association is making the same mistake I sometimes see my clients make. When writing a letter that bears bad news business people often become insensitive in their writing. Knowing that the news will not be welcome, they hide behind cold bureaucratic language in the hopes of discouraging interaction.

While it may make you feel safer from the possible backlash, it also helps to alienate your clients. In today's business climate every customer counts, and if you have bad news to share it's important to position yourself as an ally, rather than a foe. Here are some tips I share with clients when they need to share news they think their clients might not appreciate:

1. Bring positive news into the fold via solutions. Negativity only leads to negative results, so it's important to layer the bad news with something good. Regardless if you're letting your clients know that their pet idea simply won't work, or that their project will cost more than was projected, you need to have a solution to offer. It likely never will be ideal, but having options lessens the blow and shows your clients that you're more than just the messenger - you're on their team.
2. One thing the association letter did right was in how direct it was. When sharing bad news many professionals have a tendency to talk too much because of the fear and anxiety over a client's reaction. Don't over-explain, it'll just confuse the client or, worse yet, bring out other facts you don't want them to know about. Keep it simple and direct.
3. Be more than just sympathetic, be empathetic. To truly sympathize with your client you have to understand why and how your news will affect him. Show in your writing that you understand how important it was that the client's order not be delayed, or that a price increase jeopardizes the entire project, but do it with sincerity.  People are naturals at spotting insincerities, and you don't want the client thinking you could care less about their problems, or that client might take her business elsewhere.
4. Don't blame the client! When the client first reads your letter there's bound to be a lot of emotion welling up in him. If you start getting into why this is a direct result of his actions or mistake you'll only fuel the fire. Give your clients time to calm down. They'll call you if they want to talk about it, but chances are they'll do so after they've had time to think it through a little. When they do, that's when you can gently bring up their role in the bad news.

Anyone who has to deal with clients knows the tight balancing acts involved in successfully negotiating one's way through the emotions and eccentricities of each client. Use these writing tips to help you in breaking the news, and potentially keeping a client. And, if you're not sure if you're on the right track, send it to a trusted editing professional who can help you navigate that dangerous minefield with carefully crafted language that's sure to work.

~Marek Biernacinski is President and CEO of Edited by a Pro.

Making mistakes in the writing that represents you or your business is embarrassing and can even lead to lost business. If you have mistakes in your company’s materials, people will assume you don’t care, which doesn’t build confidence in potential customers.

So what do you do if you know your writing needs help?

1. Read through Microsoft Word’s suggested changes. While Word can’t always be trusted to make the correct changes, it is often correct. Read through its suggested spelling and grammar changes and see if you agree with what it’s telling you to do.
2. Re-read your work. Sometimes this easy step alone will help you catch most of the mistakes you made initially.
3. Ask a close friend or family member – someone, and this is key, you know knows how to edit properly – to read through your work and make edits.
4. Pay a professional editor to edit your work. If you know that no amount of re-reading will ensure your work is flawless, and if you don’t have any close friends and family members willing to proof your work for you, pay a professional editor to fix your writing for you. Professional editing is a viable option for most people and businesses and should be incorporated into a business’ list of regularly used vendors.

Best of luck in your writing and, in the meantime, enjoy the below!

~Melissa Rothermel serves as partner for Edited by a Pro.

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They're Back! Church Bulletins: Thank God for church ladies with typewriters. These sentences actually appeared in church bulletins or were announced in church services:

The Fasting & Prayer Conference includes meals.

1. The sermon this morning: "Jesus Walks on the Water."  The sermon tonight: "Searching for Jesus."
2. Our youth basketball team is back in action Wednesday at 8 PM in the recreation hall. Come out and watch us kill Christ the King.
3. Ladies, don't forget the rummage sale. It's a chance to get rid of those things not worth keeping around the house. Bring your husbands.
4. The peacemaking meeting scheduled for today has been canceled due to a conflict.
5. Remember in prayer the many who are sick of our community. Smile at someone who is hard to love. Say "Hell" to someone who doesn't care much about you.
6. Don't let worry kill you off let the Church help.
7. Miss Charlene Mason sang "I will not pass this way again," giving obvious pleasure to the congregation.
8. For those of you who have children and don't know it, we have a nursery downstairs.
9. Next Thursday there will be tryouts for the choir. They need all the help they can get.
10. The Rector will preach his farewell message after which the choir will sing: "Break Forth Into Joy."
11. Irving Benson and Jessie Carter were married on October 24 in the church. So ends a friendship that began in their school days.
12. A bean supper will be held on Tuesday evening in the church hall. Music will follow.
13. At the evening service tonight, the sermon topic will be "What Is Hell?"  Come early and listen to our choir practice.
14. Eight new choir robes are currently needed due to the addition of several new members and to the deterioration of some older ones.
15. Scouts are saving aluminum cans, bottles and other items to be recycled. Proceeds will be used to cripple children.
16. Please place your donation in the envelope along with the deceased person you want remembered.
17. The church will host an evening of fine dining, super entertainment and gracious hostility. Potluck supper Sunday at 5:00 PM prayer and medication to follow.
18. The ladies of the Church have cast off clothing of every kind. They may be seen in the basement on Friday afternoon.
19. This evening at 7 PM there will be a hymn singing in the park across from the Church. Bring a blanket and come prepared to sin.
20. Ladies Bible Study will be held Thursday morning at 10 AM. All ladies are invited to lunch in the Fellowship Hall after the B. S. is done.
21. The pastor would appreciate it if the ladies of the congregation would lend him their electric girdles for the pancake breakfast next Sunday.
22. Low Self Esteem Support Group will meet Thursday at 7 PM. Please use the back door.
23. The eighth graders will be presenting Shakespeare's Hamlet in the Church basement Friday at 7PM. The congregation is invited to attend this tragedy.
24. Weight Watchers will meet at 7 PM at the First Presbyterian Church. Please use large double door at the side entrance.
25. The Associate Minister unveiled the church's new tithing campaign slogan last Sunday: "I Upped My Pledge; Up Yours."

So who are we, and why should you care? Edited by a Pro is an online document editing company that was founded earlier this year. When we first came up with the idea behind Edited by a Pro it was motivated by three things:

• The English language is vital in the business world.
• The written word is the most common form of communication in business.
• Most professionals and business owners aren't writing experts; they're experts at whatever it is they do.

Unfortunately, the world expects you to be a perfect speller, know your grammar, and make sure your modifiers don't dangle. It's unfair, unjust and downright annoying! You want your writing to be so good it can sell ice cubes to Alaskans, but you just don't have the desire or time to dedicate.

That's why we're here.

This is going to be a place for quick tips that help you become an effective writer in the business world without the need for a four-year journalism degree. Sure, there's a lot of English grammar blogs out there, and maybe they fit your style better. We can't please everyone, but we can certainly give some great tips!

So, if you like what we have to say (and the way we say it), visit us weekly for quick and useful tips on topics ranging from effective sales letter writing to what not to write on your résumé.

In the meantime, if you ever need a pro to look over your writing, take a quick detour to our spiffy website for a free instant quote at www.editedbyapro.com.

Sincerely,
Marek Biernacinski
President/CEO
Edited by a Pro, LLC