When written formality is helpful

There are times when communication requires a little formality – not the stuffy, difficult-to-read type of formality that we all try to avoid, but some formal record or statement for customers so that they feel confident that a process has been followed and a transaction is complete Removing the formality of written processes – under the guide of customer-friendliness or plain English – can leave customers feeling confused and powerless My recent experience with an absence of formality...

Read more