Self Help

Instructions are found in brochures, pamphlets, owners’ manuals, packing slips, on the back of credit card statements, and at the bottom of invoices. However, occasionally it is necessary to write a special letter of instruction, most often in response to a customer query. Well-written letters of instruction serve as both goodwill and sales letters, so they should be looked on as a special opportunity to increase customer loyalty rather than as a routine and unimportant part of your correspondence.

Writing letters of Instructions would typically be for the following situations:

• agreements/contracts/leases
• babysitters/daycare providers
• forms/applications/surveys
• house/plant/garden/pet care whu away
• new policies/procedures/regulations
• operating instructions: appliances/tools/equipment
• payments
• product registrations/use/care
• requests for instructions (see REQUESTS)
• return, repair, or replacement of merchandise
• samples
• shipping instructions

How to Say It

1. If your letter is a response to an earlier contact, mention this (”Thank you for your letter asking . . .”). Otherwise, give the reader an immediate reference point (”To help you get the most out of your new software, we otter the following suggestions for use.”).
2. Number or otherwise set off the steps in your instructions.
3. Tell the reader where they can go for further help.
4. End with a pleasant statement of appreciation or with a mention of future business or enjoyment of the new product.

What Not to Say

1. “Don’t give instructions in the negative” is a negative statement. “Word your instructions positively” is a positive one. Use the positive form. Whenever you find “don’t” and “never” and “should not” in your instructions, rephrase the sentence to read positively.
2. In giving instructions, avoid words like “simple” and “obvious.” Invariably, these words preface something that is neither simple nor obvious to the other person, and they carry the subtle sting of a put-down by implying that the instructions are clear to everyone but the puzzled reader.
3. It seems superfluous to counsel against patronizing, insulting, or condescending language, yet these attitudes sometimes creep into letters of instruction. For example, many times a “broken” appliance is simply not plugged in. When compiling a list of troubleshooting instructions for repair, the first step usually counsels users to check the outlet to see if the appliance is plugged in. Instead of poking a little sly fun at this kind of slip-up, phrase your instruction “matter of factly.”