Style guide sharon nt

Style Guide for Security National Master Holding Company, LLC Updated May 31, 2017 Although legal companies are notorious for their convoluted constructions, Security National Master Holding Company (http://www.snsc.com/Home.aspx) and its affiliated entities are in better shape than many. Security National Master Holding Company (http://www.snsc.com/Home.aspx) (SN) is a privately owned loan acquisition, loan servicing, and real estate investment company with offices scattered across the United States. The employees at Security National (SN) pride themselves on direct involvement with their clients and the ability to restore non-performing or difficult loans to full functionality. The majority of their customers are from the United States, but they do have some international clients, as well as a large number of customers whose first language is Spanish or an English/Spanish hybrid. Each cCustomers areis assigned to an asset manager who monitors their account and acts as their customer service representative. The primary methods of these asset managers in contacting customers, lawyers, and other firms are through phone calls, emails, and official letters. Since my father is a bilingual asset manager at SN and I interned there for a summer, I had the chance to see how important clarity and consistency are when dealing with loans.

As a company, SN emphasizes giving their customers the most accurate information possible, but since each asset manager (not to mention the hundreds of other employees in the other offices and departments) has a distinct style and goes through little training on how to compose written communications with clients, customers occasionally become confused when transferred from one asset manager to another or when they receive communications from employees other than their regular asset manager. This style guide will serve as a reference for employees being trained to communicate for the company, as a measure of standardization among the varied styles of long-standing employees, and as a standard of uniformity for the information on the company’s website. The goal is, through eEstablishing consistency will help make, to make transfers between asset managers and receiving information from other employees easier on the clients, especially those who speak English as a second language or don’t speak English at all.

Although this style guide will be based primarily on The Chicago Manual of Style, some specific departures will be made to meet the needs of this specific company. In addition, many of the stylistic decisions intended to address the needs of customers who learned English as a second language will be based off of E. Weiss’s The Elements of International English Style (2005). These changes towards clear, global English will allow the company to both expand its clientele to include more international clients and facilitate better communication with its Spanish or Spanglish-speaking clients. Although this style guide is not intended to be comprehensive, it is hoped it will address the primary issues.

Commented [NT1]: This first sentence is nicely written, but seems unnecessary for a style guide. From what I understand, this introduction is basically just supposed to state facts.

Commented [NT2]: This is pretty cool. (:

Commented [NT3]: This doesn’t seem like entirely necessary information, especially since it’s in parentheses.

Commented [NT4]: This is a great intro, Sharon! It is a bit wordy, though, and I think there is more you could take out to make it more concise and to-the-point. I, however, do not know enough about the company myself to determine what exactly can be eliminated.

1. Grammar and Usage

Contents

1.1 Parallel structure 1.2 Appositives vs. compound subjects 1.3 Pronouns for the company

2. Clarity

2.1 Idiomatic meanings of words 2.2 Metaphors 2.3 Idiomatic expressions 2.4 Multi-word verbs 2.5 Modifiers such as “only” 2.6 Sentence length 2.7 Complete sentences 2.8 Optional words 2.9 Implied subjects 2.10 Breaking words at the ends of lines

3. Punctuation 3.1 Apostrophes 3.2 Oxford comma 3.3 Comma after LLC 3.4 Introductory dates 3.5 Colons 3.6 Slashesd constructions 3.7 Ampersands

4. Distinctive Treatment of Words and Lists 7.2 Hyphenation 7.3 Boldface 7.4 Bullet points

5. Names and Terms 5.1 SNMHC, SNSC, or SN. 5.2 “theCapitalization of “Company” 5.3 Capitalization of general terms 5.4 Capitalization for emphasis to draw attention to a word

6. Numbers

6.1 Numerals 6.2 Tthe percent% sign 6.3 The dollar $ sign 6.4 Money

Commented [NT5]: Nit-picky, I know, but I would suggest putting an extra tab between all of your numbers and section headings, like I’ve done for these two, just because the 2.10 is not aligned with the other numbers since it’s longer.

7. Abbreviations 7.1 AbbreviationsSpell out terms before abbreviating them.

Commented [NT6]: I would suggest just calling this section “Abbreviations,” and possibly including it under “Distinct Treatment of Words.”

1. Grammar and Usage 1.1 Parallel Sstructure.

When the items in a parts of a sentences or list are parallel, that sentence or list is easier to read. According to the Chicago Manual of Style paragraph section 5.212, “syntax breaks down when a series is not parallel.” This is because aAs we read, we chuck string portions of text into phrases, and if connectingconnected phrases are not structured similarlyclearly identified through similar structure as being connected, we lose track of them. In addition, using parallel structure often requires including words which clarify meaning. In the following example, we are not sure what kind of servicing SN provides.

Unclear: “Security National Master Holding Company (SNMHC) and its affiliated corporations specialize in loan acquisition, servicing, and real estate investment.”

Clear: “Security National Master Holding Company (SNMHC) and its affiliated corporations specialize in loan acquisition, loan servicing, and real estate investment.”

ConfusingUnclear: “Major benefits SN Trading looks to provide its clients include: ● Creating an efficient process for the movement of residential and commercial loans; including Performing, Sub-Performing, and Non-Performing, ● Maximize loan sale recoveries and buying opportunities by connecting buyers and sellers to efficiently and effectively trade loans, ● Well established solid investor base of residential and commercial principal Buyers and Sellers, ● Conduct transactions on a negotiated basis allowing for more transparent dealings, ● Customizable loan sales process, ● Maximize loan recoveries by matching loans/portfolios to niche buyers, ● Quick and reliable results for clients looking for liquidity.”

Clear: “Major benefits SN Trading looks to provide its clients include ● Creating an efficient process for the movement of residential and commercial loans, including Performing, Sub-Performing, and Non-Performing loans ● Maximizing loan sale recoveries and buying opportunities by connecting buyers and sellers to efficiently and effectively trade loans

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Commented [NT7]: It would be helpful here to explain what exactly parallel structure is / how it is achieved.

● Providing a well-established, solid investor base of residential and commercial principal Buyers and Sellers ● Conducting transactions on a negotiated basis, which allows for more transparent dealings ● Customizing the loan sales process ● Maximizing loan recoveries by matching loans and portfolios to niche buyers ● Providing quick and reliable results for clients looking for liquidity.”

1.2. Pronouns for the Ccompany and Clients.

Use “we,” “our,” and “us,” when referring to the company. Although this is a departure from most formal writing, we want our customers to feel comfortable with us and less worried that we will be stiff and overly formal. Address the reader (client) as “you,” being sure to keep the surrounding text polite and helpful.

ClearGood example: “We want to reassure you that at SNSC, the customer comes first!

We pride ourselves on the individualized attention we provide to each and every customer and assign a personal Asset Manager to each of our borrowers.”

Commented [NT8]: This section is number 1.3 in your table of contents. I would suggest that you double check to make sure your numbers match up correctly and that they’re where you want them, just in case.

Also it would be good to make sure the section headings match the ones given in the table of contents, to keep everything clear and consistent.

Commented [NT9]: Try to include an unclear example here, too, so we can see how it was changed.

2. Clarity 2.1 Use the most common, least iIdiomatic meanings of words.

Edmond H Weiss’s The Elements of International English Style: A Guide to Writing Correspondence, Reports, Technical Documents, and Internet Pages for a Global Audience reminds us that customers who learned English as their second language have difficulty making sense of English words used in unfamiliar ways (Weiss p. 48). Using this advice and utilizing only the most common and least idiomatic meanings of words will help us communicate with clients who speak another language as their first language.

Unclear to second language learners: “This allows the company to manage warehouse capacity as well as hedge its interest rate exposure.”

Clear to second language learners: “This allows the company to manage warehouse capacity as well as control its interest rate exposure.”

2.2 Avoid mMetaphors.

Although metaphors and metaphoric extensions can add flavor to sentences, The Elements of International English Style reminds us that such constructions can add additional work to the process of translation for anyone who does not know the metaphor, especially a second language learners (Weiss p.51). Combatting this is easy, if a little saddening. The colorful metaphors images must be removed and replaced with words that accurately describe the situation.

Commented [NT10]: It’s probably good that you wanted to include the full title, but it just takes up space here and readers will glance past it to get to the content.

Unclear: “The Company has enjoyed long-standing relationships with several major financial institutions and has access to revolving credit facilities.”

Clear: “The Company has enjoyed long, positive relationships with several major financial institutions and has access to revolving credit facilities.”

2.3 Avoid iIdiomatic expressions. and cultural allusions Idiomatic expressions and cultural allusions are only useful when everyone understands the idiom or allusion. Because most of our idiomatic expressions are composed of short, common words, we may mistakenly assume that everyone knows what they mean or can translate them. Idioms, however, are very difficult to translate. As Weiss notes, “individually clear words can become confusing when in difficult combinations or odd positions” especially when read by second language learners (Weiss pp. 48-49). As for cultural allusions, they will be confusing to anyone not familiar with that particular phrase.

Even someone who speaks English, such as someone from Britain or Australia, may have no idea why a street with lots of walls is important.

IdiomaticUnclear: “Despite our significant growth and recognition on Wall Street, we retain our personal approach and pride ourselves on our commitment to professionalism, integrity and service.”

Clear: “Despite our significant growth and recognition in the financial community, we retain our personal approach and pride ourselves on our commitment to professionalism, integrity and service.”

2.4 Multi-word verbs.

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Avoid multi-word verbs to increase clarity and make translation easier for second language learners. Often, when a reader is unsure of a word and looks it up, he or she only looks up the individual word, not those around the word. Thus, a term such as “make up” as in “make up a story” would be understoodlooked up as make = to create, up = a direction. Add to this the confusion of “makeup” as a the noun (meaning beauty products), and “make up” as anthe adjective (such as a make up exam). Weiss suggests that, whenever feasible, we should replace two- and three-word verbs with specific, single-word verbssingle, more specific words. (will provide examples later) 2.5 Modifiers.

Modifiers can be a source of much confusion to first and second language learners. The placement of a modifier can subtly change the meaning of the sentence. To resolve this, Chicago recommends placing modifiers as close as possible to the words they modify, as they emphasize “the word or phrase that immediately follows” them (Chicago 5.182).

Formatted: Font: Italic Commented [NT11]: I think this description is nicely written and very clear. (: Formatted: Font: Italic

ClearGood example: “You are always welcome to contact your personal Asset Manager by calling the appropriate toll-free number, as indicated on your Welcome Letter.”

UnclearBad example: “You are welcome to always contact your personal Asset Manager by calling the appropriate toll-free number, as indicated on your Welcome Letter.”

2.6 Sentence Llength.

Commented [NT12]: All of the previous examples start with the unclear one first, so I would suggest keeping that consistent throughout all of your examples. I didn’t switch it around here, but hopefully you understand what I’m talking about.

To facilitate easy reading for non-native English speakers, keep sentences short and noncomplex, preferably under fifty words. We want our customers to read our instructions carefully and without confusion, and, as Weiss notes, “when a document presses the limits of a reader’s powers, the result is a perfunctorily skimmed message at best, an ignored unread message at worst” (Weiss p.64). Although occasionally less elegant, shorter sentences are easier to remember and much more clearer than longer ones.

Unclear: “Our management team is a group of talented professionals who bring extensive experience, personal integrity, and a commitment to the highest quality service to every transaction, every partner and every customer with whom they work.”

Clear: “Our management team is a group of talented professionals with extensive experience, personal integrity, and commitment to giving the highest quality service.

The members of the team act professionally with every transaction, every partner, and every customer with whom they work.”

2.7 Optional wWords.

Although first language learners are generally able to easily understand elliptical expressions, second language learners are frequently unable to easily understand a sentence unless all the words are present. To help them, retain optional words such as “that.” Although Chicago states that omitting the “that” is acceptable in 6.22, for the benefit of our customers, we should always include the “that.”

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Unclear: “The Asset Manager in the Bankruptcy Unit will monitor the proceedings and review Court proposals to ensure the investor’s interests are best represented.”

Clear: “The Asset Manager in the Bankruptcy Unit will monitor the proceedings and review Court proposals to ensure that the investor’s interests are best represented.”

2.8 Complete sentences.

Despite the variety fragments lend to writing, they do not have many appropriate places in which they can be used in corporate writing. Fragments may be used in headings,

Commented [NT13]: In your table of contents, this section comes before the “Optional words” section, but they are reversed here.

subheadings, and in lists, but everywhere else it is generally expected that the sentences be complete and ended with a period. This will reduce anxiety among second language readers who may doubt that they read the sentence correctly and spend inordinate amounts of time looking for the rest of the sentence.

Unclear: “To be recognized as the first choice for turning impaired assets into great opportunities through creative solutions”

Formatted: Indent: Left: 0.5"

Clear: “Our vision is to be recognized as the first choice for turning impaired assets into great opportunities through creative solutions.”

Formatted: Indent: Left: 0.5"

2.9 Implied subjects.

Implied subjects are much like incomplete sentences. Someone who learned English as their first language will likely recognize and understand the construction, but second language learners will be confused and go looking for the subject. If there is any possible way that misunderstanding could occur, insert a clear subject.

Unclear: “Why SN Servicing Corporation’s approach to distressed loan management works:” Clear: “This is why SN Servicing Corporation’s approach to distressed loan management works:” 2.10 Breaking words at the ends of lines.

At all costs, avoid breaking words at the ends of lines, especially if the portions divided are separate words or there is a hyphenated form of the word and non-hyphenated form of the word. The avoidance of confusion through using a ragged right margin and not breaking words is well worth the extra line or two of space. Not only does it make the text easier to read, but it also makes the text easier to translate, which issomething essential for second language learners.

Unclear: “Security National Properties, an affiliate of Security National Master Holding Company, LLC, is a rapidly growing, wellcapitalized, commercial real estate company. We focus on underperforming commercial assets, including properties with recent vacancies, poor management teams, or depressed market conditions.”

Clear: “Security National Properties, an affiliate of Security National Master Holding Company, LLC, is a rapidly growing, wellcapitalized, commercial real estate company. We focus on underperforming commercial assets, including properties with recent vacancies, poor management teams, or depressed market conditions.”

3. Punctuation 3.1 Apostrophes.

Standardize the font of apostrophes.

3.2 Oxford comma.

For consistency, use the oxford comma even when the meaning is clear.

We focus on key milestones--valuation information, indicative pricing, due diligence, and contract execution--to ensure that the loan selling process goes smoothly from beginning to end.

Our loan purchases are sourced from a variety of institutions, including banks, mortgage companies, brokers, investment companies, insurance companies and credit unions.

3.3 Comma after LLC. Do not place a comma after LLC unless it is necessary for the overall punctuation.

Security National Master Holding Company, LLC, has been a growing financial presence in the acquisition of residential, commercial and consumer whole loan assets.

3.4 Introductory dates.

Place a comma after every introductory date, such as “In 1997, our company. . .”

3.5 Avoid using commas to set off parenthetical elements when those elements contain internal commas. Adding extra commas can be confusing and force the client to reread the sentence. As Chicago suggests in paragraph 6.24, “if there are commas within the parenthetical element, em dashes (6.82) or parentheses (6.92) should be used.”

Unclear: “We offer a variety of properties for sale nationwide, including single family, multi-family and commercial properties, to meet the needs of individual home buyers and investors.”

Clear: “We offer a variety of properties for sale nationwide—including single family, multi-family, and commercial properties—to meet the needs of individual home buyers and investors.”

3.6 Colons Do not place colons after prepositions or verbs like “include.”

Loss mitigation efforts include:

Commented [NT14]: Colons are supposed to be explained in section 3.5, but I’m sure you will double check once you’ve finished your guide. Just letting you know in case you were not aware. (:

● ● ● ● ● ● ● ●

Loan Modification Forbearance Loan Payoff or Refinance Repayment plans Discounted Settlement Reinstatement Deed In Lieu of Foreclosure Cash for Keys

3.7 Avoid slashed constructions such as “and/or.”

SN Servicing Corporation’s default management strategies take into consideration that each case may present itself with varying financial situations and /or individual circumstances.

3.8 Only use ampersands if they appear in the name of a company.

4. Distinctive Treatment of Words and Lists 7.2 Do not hyphenate nouns not hyphenated in Merriam-Webster’s or used attributively.

7.3 Do not use boldface to highlight terms in the middle of text. Boldface may be used in lists if there is a word and then an explanation of the word in the list.

7.4 Use bullet points for lists, but avoid more than six bullets.

“These ● ● ● ● ● ● ● ●

brokers, as well as SNSC’s Field Inspectors, perform: On-site valuations and regular re-evaluations Inspections and condition assessments Property management and maintenance Occupancy determination Secure vacant property Meet with local authorities Change locks Property showings, purchase negotiations, and sale of the asset”

5. Names and Terms 5.1 Be clear whether referring to SNMHC, SNSC, or SN. Whenever possible, describe SN or SNSC as a constituent of SNMHC. 5.2

Capitalize “the “Company” when referring to SNMHC and its collective branches.

5.3

Commented [NT15]: I don’t think you need to say “the Company.” You can just say “Company” since that’s the part that is actually capitalized, and then use “the Company” in your examples so that we can see exactly what you mean.

Do not capitalize a general term such as “certified public accountant” unless it is part of a name.

5.4 Capitalization may be used to draw attention to a word, but use this sparingly.

6. Numbers 6.1 Use numerals for all numbers.

6.2 Use the % sign after percents.

6.3 The $ sign Do not use the $ sign before amounts like 2.25 billion as the “$2.25” part may be confusing.

As of June, 2007, Security National Master Holding Company, LLC (SNMHC) had assets totaling $2.25 billion in loan portfolios.

6.4 When dealing with specific amounts of money, always include the cents.

7. Abbreviations 7.1 Spell out terms before abbreviating them.

Commented [NT16]: This is going to be an awesome guide. I like how you put so much thought into showing us how non-native English speakers think and understand different items. You do a great job of explanation your reasons behind the decisions you make.