Three reasons to get the WriteMark on shorter documents

We’d love to help you achieve the WriteMark on the whole library of documents you use to communicate with customers | Photo by Niklas Ohlrogge on Unsplash.

Most documents that hold the WriteMark are on the longer side. Achieving the Standard takes time and effort. That time and effort feels better spent when — at the end of it all — you can proudly display the WriteMark logo on an important 100-page document, rather than an everyday 1-pager, right?

But which of your public-facing documents do people look at most often? Which do you think your customers are more likely to read from start to finish?

You’ll get the best value out of the WriteMark by achieving the Standard and displaying the logo on the documents that are most important to your readers. We’re willing to bet they’re not always your longest.

Here are three reasons why the WriteMark is right for shorter documents.

1. Short documents often leave a bigger impression on your readers

Consider which of your public-facing documents are the most important to you, and which are the most important to your readers. Are they the same documents? Or are you overlooking other documents that have more impact on your customers’ experience?

For example, lots of insurance product disclosure statements in New Zealand hold the WriteMark. A product disclosure statement (PDS) is the main policy document that sets out all the benefits, exclusions, terms, and conditions of cover. It’s an important document for both insurers and their customers.

But many customers will never read their PDS cover to cover. They’ll dip into a few sections as and when they need them. Making the PDS as clear as possible is still vital, but it’s unlikely to be the document that insured customers spend the most time with.

Instead, those customers spend more time on shorter documents: things like policy schedules, application forms, renewal letters, claims processes, websites, and correspondence. These ‘satellite’ documents may seem less important, but they’re the ones customers are actually reading. As a result, they play an outsized part in building confidence and trust.

That’s why getting short documents right can make a big difference, and leave a bigger impression.

2. WriteMark requirements make short documents focused and functional

The WriteMark Standard has 25 requirements, ranging from the ‘big picture’ (things like smart structure and clear purpose) to the minute details of language and presentation. Some of these 25 requirements won’t apply to short documents — this makes them easy to meet!

But for many short documents, the WriteMark requirements can help you consider improvements you might otherwise overlook.

For example, you might think:

• structure is less important when all your information fits on one page
• headings aren’t needed for a document of only a few paragraphs
• a bullet list is unnecessary when you’re only asking a reader to fill out a form.

But following the WriteMark requirements for structure, headings, and bullet lists — among other things — hones short documents to make them their best, punchiest, most practical versions:

• A smart structure ensures you deliver information in a logical order, so readers build their understanding and know what to do.
• Headings summarise key messages, clarifying purpose and supporting navigation.
• Bullet lists enable readers to scan information easily and create extra white space.

All these elements make long documents simpler and more functional, but here’s the secret: they work for short documents too!

3. Customers expect consistent quality across the documents they read

Displaying the WriteMark on your biggest documents is a visible commitment to caring about your customers. Adding it to the surrounding constellation of shorter documents creates consistency in your brand values across all your communications.

Customers expect consistency from the businesses and organisations they deal with — even subconsciously. A poorly written webpage or letter template will stand out like a sore thumb. One complex and ambiguous communication can undermine the caring and conscientious brand value reflected in the WriteMark.

If you can make something as complex as an insurance PDS clear, why leave a claims form or FAQs page in the dense and ambiguous Dark Ages? Achieving the WriteMark on shorter documents signals a consistent, clear tone across the whole array of interactions you have with your customers.

We can assess short documents in batches, so the WriteMark is more cost-effective

If you’re concerned about the cost, we can work out a deal. Because it doesn’t take as long to assess short documents, we’re often happy to do them in batches.

This makes it even more cost-effective to achieve the WriteMark for your ‘daily drivers’ — those short, significant documents that your readers encounter every day.

We’d love to help you get the WriteMark on your library of short documents. Contact us today to discuss your documents, your readers, and to get a quote.

Send us some information about your short documents and we’ll be in touch

 

Ryan Tippet June 12th, 2024

Posted In: The WriteMark

Tags: clear communication, financial documents, Insurance writing, Legal documents, WriteMark