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While it is generally agreed that bureaucratic forms can obscure meaning, there is a
debate on the use of formal versus informal styles in business communication. Formal
styles often require more detail, adhere to rules of etiquette, and avoid shortcuts like
contractions and folksy expressions. Informal styles reflect everyday speech patterns
and may include contractions and colloquial expressions. Many managers prefer not to
see contractions in a formal business context. Others will point out that a comma
preceding the last item in a series (known as the “serial comma”) is the standard, not the
exception. Some will make a general recommendation that you should always “keep it
professional.” Here lies the heart of the debate: what is professional writing in a
business context? If you answered “it depends,” you are correct.
Keep in mind that audiences have expectations and your job is to meet them. Some
business audiences prefer a fairly formal tone. If you include contractions or use a style
that is too casual, you may lose their interest and attention; you may also give them a
negative impression of your level of expertise. If, however, you are writing for an
audience that expects informal language, you may lose their interest and attention by
writing too formally; your writing may also come across as arrogant or pompous. It is
not that one style is better than the other, but simply that styles of writing vary across a
range of options. Business writing may need to meet legal standards and include
references, as we see in the bureaucratic example above, but that is generally not the
norm for communications within an organization. The skilled business writer will know
his or her audience and will adapt the message to best facilitate communication.
Choosing the right style can make a significant impact on how your writing is received.
You may hear reference to a conversational tone in writing as one option in business
communication. A conversational tone, as the name implies, resembles oral
communication in style, tone, and word choice. It can be appropriate for some
audiences, and may serve you well in specific contexts, but it can easily come across as
less than professional.
If you use expressions that imply a relationship or a special awareness of information
such as “you know,” or “as we discussed,” without explaining the necessary background,
your writing may be seen as overly familiar, intimate, or even secretive. Trust is the
foundation for all communication interactions and a careless word or phrase can impair
trust.
If you want to use humor, think carefully about how your audience will interpret it.
Humor is a fragile form of communication that requires an awareness of irony, of
juxtaposition, or a shared sense of attitudes, beliefs, and values. Different people find
humor in different situations, and what is funny to one person may be dull, or even
hurtful, to someone else.
Although there are business situations such as an interview or a performance self-
evaluation where you need to state your accomplishments, in general business writing it
is best to avoid self-referential comments that allude to your previous successes. These
can come across as selfish or arrogant. Instead, be generous in giving credit where credit