Communicado: Business Communications Blog

When I was a child my mother always used to tell me to “mind my P’s and Q’s”. I’m still not entirely sure what she meant, but I think it was along the lines of “don’t forget to say ‘Please’ and ‘Thank You’ or you’ll get a clip round the ear”. Certainly, I found out that if I didn’t remember to write a thank you letter to relatives after a birthday, the prospects for a present the following year were severely jeopardised.

Things don’t seem to be quite so straightforward in business writing and sometimes we have quite lengthy discussions about whether it is good practice to say ‘Please’.

Some people are adamant: they never say please in an email or memo, as it simply gets in the way and dilutes the message. Others find this too abrupt; rude, even. These latter folk are the natural people pleasers, who argue that no harm can be done by simple manners. And good manners help to oil the works, don’t they? This can be a tricky debate to resolve, and of course there is no single right answer. Sometimes, it's simply be a matter of personal preference. At other times the company culture dictates your style of writing.

For my money, there is a rule of thumb that might help. I call it the ‘birthday present rule’. Let me explain. Business writing is all about getting your message across clearly and simply. Everybody is busy, and people appreciate receiving communications that are short and to the point. Business writing is not about being nice, it is about being – well, business-like. So I don’t think ‘please’ is essential for everyday communications between colleagues. They already know that you are a nice person – they see or speak to you most days. They will thank you more for being accurate and brief.

However – and here I hope my birthday present analogy will help! – if somebody has gone out of their way to help you, or if you specifically need to maintain good relations with an occasional work associate, then yes, saying please and thank you will undoubtedly help.

Ultimately it's a matter of judgment based on your audience and your message. But I do think that in a business context, clarity is more important than being nice: “P’s and Q’s” can often afford to be the exception rather than the rule. Just don’t tell my mum I said so.