A lot of what we write in the APS asks someone to make a decision or do something. Our readers are often very short of time. Don’t make them read a lot of writing before they find out why they are reading it.

A good start is to ask 2 questions:

• What do I want my readers to think, feel or do?
• What information will make that as easy as possible?

The answers to these questions should be clear and at the beginning of your document.

Within the workplace, phrases like ‘For action’, ‘For information’ and ‘For decision’ help readers understand what they need to do. In emails, summarise what you need in the subject line.

For readers outside the APS, headings like ‘About this service’ or ‘Submitting your claim’ direct them to the information they need.

Write what you know (just not all of it)

The information in everything we write must be accurate. But often we have to write about something that is outside our expertise or that we don’t fully understand.

Research is the answer. Find experts to ask, and use trustworthy sources. Check back to make sure your information is correct. Do what you can in the time available, then flag any uncertainties in the document you send for approval.

In other words, don’t make stuff up.

On the flip side, you often know far more about a topic than your reader needs to know. Background information should directly help your readers. Resist the temptation to tell them every interesting thing you know about a topic. When in doubt, write less rather than more. If you can’t bear to remove the fascinating details, move them to an attachment.