Write so people can act
A practical guide for employees and communication authors creating clear, consistent internal messages.
Northstar Services is a fictional example for this guide. Across its sample communications, the standard is consistent: lead with the point, use familiar words, and make the reader’s next action easy to find.
The three-part test
A reader should quickly understand what happened, why it matters, and what to do next.
- Lead with the point. Put the update, decision, or request in the first sentence.
- Use familiar words. Prefer a direct verb over formal phrasing or an unexplained acronym.
- Make the next action visible. Say who needs to do what, and include a date only when it is confirmed.
Worked example: “The service desk will close at 3 p.m. Friday. Submit routine requests by 2 p.m.; urgent issues can still be reported through the usual support channel.” The opening states the change, then gives separate actions for routine and urgent needs.
A clearer announcement
The revision puts the confirmed change and reader action first.
- Before:
- Please be advised that an adjustment to the timing of the planned system maintenance will be taking place.
- After:
- Scheduled system maintenance begins at 8 p.m. Thursday.
- Before:
- It is recommended that users plan accordingly.
- After:
- Save your work before 8 p.m. Thursday. The service may be unavailable during maintenance.
- Before:
- The change and action are buried in formal wording.
- After:
- The time, expected effect, and concrete action are easy to scan.
Go to the standard you need
Choose the reference that answers your next question.