Gain reliable skills for any writing task. Respond to requests for information, engage, and inform customers and colleagues. Reduce risk and conflict with clear communication. Use a user-focused writing process to plan and write high-quality daily work and special projects.

Performance Objectives: Upon completion of this course, you should be able to:

• Assess your users: you’ll receive job aids to do this in the flow of your own work.
• Develop personas. 
• Plan your documents using planning checklists and customer focus sheets.
• Align your writing to your business objectives and users’ needs.
• Use information design thinking to meet customers’ and colleagues’ information needs.
• Write accessible content without error or ambiguity.
• Convey ideas in simple, clear language.
• Include only important, relevant information.
• Write brief, informative, friendly, firm messages to reduce or resolve conflict.
• Use essential grammar well and help others do the same.
  

Competencies covered in this course: Written Communication

Intended Audience: Public sector employees who need to write readable memos and letters