Writing Etiquette Tips While certain types of written communications to our customers may be less formal than others (for example, email, web chat), misspelled words, poor grammar, and punctuation errors only muddle the conversation and can be perceived as unprofessional. A few simple writing tips can help you create clearer, more effective communications and ensure a positive experience for our customers.
Voice and tone When responding to customer queries, voice equals attitude. Always express yourself with a knowledgeable and professional voice in your written responses. Tone, which describes your mood or feelings, should always be informative, helpful and upbeat.
Use correct spelling The importance of proper spelling can’t be emphasized enough. Sentences aren’t required to be long and formal, but accurate spelling is important to help maintain credibility with our customers. See page two for a list of commonly misspelled/misused terms and their meanings.
Use correct punctuation and capitalization Likewise, punctuation and capitalization errors never improve communication and impact the time it takes to solve a customer’s issues. See page two for a list of punctuation basics.
Terminology Written communications should be clear and concise and use the terminology your customers use. Don’t confuse beneficiaries with complicated or unfamiliar terms. If you’re chatting with doctors, use the word “patient” instead of “customer.” You may also use a more formal tone with doctors compared to beneficiaries.
Keep it to the point Limit the number of words per sentence to reduce confusion. Always put the most important content at the beginning of responses. Short, to-the-point communications are most effective when dealing with busy employees and clients.
Maintain corporate identity Remember that you are representing Health Net Federal Services, LLC. Do not refer to HNFS in writing as “it” or “they.” Our company name can be written as “Health Net Federal Services” or “HNFS,” but never as just “Health Net.”
Reread After you have completed your draft response, read it again before sending it to check for any technical or grammatical mistakes. Make use of an online dictionary if you have spelling questions.