+-----------------------------------------+----------------------------+
| **FEHB Program Carrier Letter**         | **U.S. Office of Personnel |
|                                         | Management t**             |
| ### All Carriers                        |                            |
|                                         | **Office of Insurance      |
|                                         | Programs s**               |
+-----------------------------------------+----------------------------+
| **Letter No. 1999-026** **Date:** June  |                            |
| 18, 1999                                |                            |
|                                         |                            |
| **Fee-for-service \[ 22 \]              |                            |
| Experience-rated HMO \[ 23 \]           |                            |
| Community-rated HMO \[ 24 \]**          |                            |
+-----------------------------------------+----------------------------+

**SUBJECT: OIP Plain Language Style and Usage Guide**

Enclosed is your copy of the Office of Insurance Programs (OIP) Plain
Language Style and Usage Guide. All of us have had eight hours of Plain
Language training. We're prepared to use the guide to create documents,
including brochures (see Carrier Letter 1999-025), the *Guide to Federal
Employees Health Benefits Plans*, and customer letters. We encourage you
to use it as well!

If you have any questions about the plain language initiative, please
contact Mike Hodges at (202) 606-0745.

> Sincerely,

{*signed*}

# Frank D. Titus

## Assistant Director 

for Insurance Programs

#### Enclosure

*Introduction* We hope this plain language guide will help you and your
health benefits colleagues write better letters and publications.
Although this guide is not meant to be the final word on program
policies, procedures, or plain language techniques, it has valuable
information on three keys to plain language writing -- style, usage, and
format. You will want to keep this guide as a reference tool, to help
you prepare accurate and user friendly publications and letters.

Writing plainly is good business. One year ago, on June 1, 1998,
President Clinton issued a Presidential Memorandum on plain language and
we started our initiative. We've been busy. Our first step was the
lively presentation Susan Benjamin, *Words at Work, International*, gave
at our fall carrier conference. Since then, we convened a plain language
work group -- that included industry representatives -- to help us
refine health benefits publications. And Susan \-- a noted authority on
plain language \-- helped us develop this plain language guide.

Special thanks go to the work group members and insurance programs staff
who were always ready and willing when we asked them to clear text or
ideas for this guide. We could not have completed this project without
you.

Last but not least, credit goes to the Office of Insurance Programs.
Ellen Tunstall and Frank Titus provided direction and support, Mike
Hodges, the project leader, nurtured the guide from rough draft to
finished product, and Agnes Kalland edited and formatted it.

*To comment* If you have questions regarding the plain language guide or
if you have any suggestions for additional information which might be
useful, please share your ideas with the Office of Insurance Programs on
202/606-0745. Send written comments to Mike Hodges, Office of Insurance
Programs, Office of Personnel Management, 1900 E Street, NW., Room 3415,
Washington, DC 20415, or by email to <mjhodges@opm.gov>*.*

I. STYLE Active Voice 1-1

Use: - the traditional active voice 1-1

\- sentences that include an actor 1-2

\- strong, active words 1-3

\- *tion* or *ly* in the correct way 1-4

Concise word use 1-4

Jargon 1-6

Lively word use 1-8

\- Specific words 1-8

\- Fresh or direct words, phrases 1-9

\- Strong verbs 1-11

\- Hook lines 1-11

\- Focus 1-11

\- Interesting words 1-13

Tone 1-13

\- Hyperformal 1-14

\- Professional 1-15

\- Informal 1-15

\- Syntax 1-16

\- Useful words 1-17

Brochures 1-18

Bullets 1-18

II\. USAGE Abbreviating names 2-1

Abbreviating addresses 2-3

Government documents 2-5

Times and dates 2-5

Dimensions and amounts 2-7

Appropriate use of organization name 2-7

Capitalization 2-7

Words formed from formal nouns 2-8

Work names 2-9

An individual's title 2-10

Significant words in titles 2-10

Numbers 2-11

Punctuation 2-14

\- Apostrophes 2-15

\- Colons 2-17

\- Commas 2-18

\- Hyphens 2-20

\- Italics 2-22

Unfair and deceptive advertising 2-23

Standard and nonstandard usage 2-24

Other rules 2-25

\- However. 2-25

\- Restrictive/nonrestrictive clauses 2-25

III\. Format Letters 3-1

Paragraph style 3-2

\- Margins 3-2

Writer's address 3-3

Date line 3-3

Reader's address 3-3

Salutation 3-5

Introductory paragraph 3-7

Body 3-8

\- Cause and effect 3-9

\- Chronological 3-9

\- Equal facts 3-10

\- Most-to-least importance 3-10

\- Second pages 3-10

Closing paragraphs 3-11

Complimentary closings 3-12

Signature block 3-12

Enclosure line and copies distributed 3-12

Email 3-14

\- Subject 3-14

\- Salutation 3-14

\- Body 3-15

\- Signature 3-15

\- Reply 3-16

**I. STYLE** Perhaps the greatest block to smooth, fast writing lies in
the passive voice. It convolutes language

*Active voice* and creates wordiness. It takes the emphasis away from
the subject of the sentence \-- as if the action occurred all by itself.
As a result, the reader can become confused, misunderstand the document
or become distracted and ignore it altogether.

How do you create clear, direct sentence structure? In four ways:

1\. Use the traditional active voice.

Every well written sentence must have two components: an *actor* and an
*action*.

*Two parts* Remember the first sentence you learned in grammar school?
It probably involved Dick, Jane and Spot and they were running, talking
or doing some other basic activity:

[actor action]{.underline}

Spot runs to Jane.

Here, Spot is the actor and runs is the action. Jane, of course,
receives the action. The sentence is in the active voice. The reader
immediately knows who the actor is and what the actor did -‑ in that
order. Most businesspeople get into trouble when they create the passive
voice by separating the actor and action this way:

Brochures will be received by all full‑time employees.

The action is buried somewhere in the middle of the sentence and the
actor does not appear until the sentence is done. In the active voice
this sentence becomes:

All full‑time employees will receive brochures.

2\. Use sentences that include an actor: whether an organization,
individual or abstract idea.

*Actor* Perhaps the greatest passive problem lies in sentences like this
one:

New guidelines for employee benefits have been drawn up and will be sent
out next week.

*Drawn up* and *sent out* are the actions, but who is the actor? In this
simple example, a reader won\'t really be confused, but may wonder why
nobody acknowledges responsibility, as in this active version:

The Office of Personnel Management drew up new guidelines for employee
benefits and will send them out next week.

3\. Use strong, active words \-- not empty phrases.

Empty phrases \-- such as *it is*, *there are*,

*Action* and all their variations \-- will slow your sentences. Look at
these examples:

There are numerous differences between these two types of plans.

It is everyone\'s responsibility to provide open and honest feedback
about our reports.

In both cases, the *to be* form ‑ *are* and *is* ‑ occupies the
beginning of the sentence, linking empty subjects. For example, in the
first sentence, what does *there* represent? Try these alternatives:

Numerous differences exist between these two types of plans.

Everyone is responsible for providing open and honest feedback about our
reports.

Additional options abound, such as, Everyone must provide open and
honest feedback\... and, Be sure to provide open and honest feedback . .
.

4\. Use words ending in *tion* or *ly* in the correct way.

Some familiar words, such as

*Shun \'TION\'* implementa*tion* and develop*ment* appear to be nouns as
in this example:

The Office of Personnel Management announced that the implementation of
the new procedure would begin in August.

Who is implementing the new procedure? The sentence does not say. The
revision would read:

The Office of Personnel Management announced it will implement the new
procedure in August.

Concise word use

As a business writer, your most important task is simple: to keep your
language as fast and

*Cut words* interesting as possible. To create concise, rather than
wordy documents, cut unnecessary words without disrupting your tone or
message.

In today\'s meeting, we were happy to be able to welcome John Spaulding.
He gave us very valuable feedback about some of our programs. If you
have any questions about these comments, feel free to call him at
extension 2134. (40 words)

Some of the extra words to cut here are:

*Cut extras* *were happy to be able to\... very\... some of\... if you
have any\... about these comments\... feel free to\...*

Now, look at the improved sentence:

In today\'s meeting, we welcomed John Spaulding. John provided valuable
feedback about our programs. To speak with him further, call extension
2134. (22 words)

Notice that you cut 17 words without altering the meaning at all.

Unnecessary words also conceal

*Cut repeats* themselves in repeated words and meaning. To detect
repeats, look for words that appear approximately three or more times in
a paragraph and cut.

Here\'s an example:

As has been previously mentioned, an important focus of these reviews is
an evaluation of the office environment. At this time, I would like to
summarize the results of our evaluation. During the course of the
on‑site review, we found the following aspects of your area were
acceptable\...

The repetitions here lie in the words evaluation and review. By simply
cutting the repeats and combining the sentences, you have a faster, more
flowing message:

Our focus on the office environment revealed that your department was
acceptable for the following reasons\...

Other times, redundancies lurk in sets of words that repeat, rather than
reinforce or modify, meaning. A typical example is past history, as in:
Past history shows inflation will return. Rather than two words, use the
most logical one. For example, write complete rather than absolutely
complete. Write free or clear, but not free and clear.

Jargon

Jargon refers to words that people in specific fields or occupations use
to describe their services or products. The

*Junk jargon* high‑tech and financial industries are loaded with jargon.
When you see jargon, you probably get confused and distracted, wanting
familiar terms instead.

On the other hand, insurance industry jargon probably seems natural to
you. But beware. Use jargon and the average reader \-- your potential
customer \-- will feel alienated from your message, put the document
aside, and forget it. In fact, you should avoid using jargon even when
writing to people in the industry. This does not mean that you\'ll lower
your standard of writing or sound less professional. Nor does it mean
that you\'ll develop one writing style for all audiences. You can still
use terms such as risk management when writing to corporate executives
who negotiate insurance for their companies. By using jargon‑free
language, you\'ll create a relaxed, even message that everyone from the
corporate risk manager to the CEO will want to read.

When writing OPM documents you never need to use jargon. If this seems
difficult, if not impossible, you\'re probably confusing jargon with
industry terminology. Look at the difference between the two:

[Jargon]{.underline}. . . .

Specific to your field -‑ or one or two others

Grammatically incorrect

Can be replaced with other words

Problem? Yes. Solution: Rewrite the entire phrase.

[Industry terminology]{.underline}. . . .

 Specific to your industry -‑ or one or two others

 Grammatically correct

 Cannot be replaced with other words

Problem? Maybe. Solution: Assume your reader is not familiar with an
industry term; define it the first time you use it.

**Lively word use**

Let\'s take another look at your average reader. Chances are, he or she
is inundated with reading material at work and at home: bills,
advertisements, letters, and newspapers. For your document to rise above
this paper slush pile, you must create a message that will get and keep
the reader\'s attention. Yet you don\'t want to be flashy or cute. After
all, you\'re trying to inform or get a specific response, not host a
spot on MTV. To create lively and appropriate documents, use these
devices:

**1. Specific words**

Specificity is certainly one of your strongest

*Specificity* weapons against tired language. It gives readers a
definite sense of proportion and enables them to witness the scene for
themselves. Look at these general statements:

There is now a \$100 non‑PPO copayment (which applies to your
catastrophic protection out‑of‑pocket limit) for services rendered and
billed by an outpatient facility under Other Medical Benefits.

This form is used for anything that requires proof of employment.

By using specific words, your messages become clearer:

You must make a \$100 non‑PPO copayment \-- which we will apply to your
catastrophic protection out‑of‑pocket limit \-- for services rendered
and billed by an outpatient facility under Other Medical Benefits.

You can use this form to prove you are a Federal employee.

To create a specific message, you don\'t always need to create a longer
one. Often one specific word can replace one general one. But even when
specific words lengthen a sentence, they\'re adding pure protein.

Lists are also helpful here. Rather than

*Lists* say, Our benefits program is different in many ways, say: Our
benefits program has changed in these five ways. Then, you set up a
clean list that the reader can quickly anticipate and follow.

2\. Fresh or Direct Words and Phrases

A second way you can create lively language is to replace tired phrases
with fresh or simple

*Simplicity* alternatives. Beware: You might think worn‑out phrases are
business‑like, professional or more appropriate and allow them to stay
in your writing. Don\'t.

Here\'s a list of typical tired phrases and their replacements:

**[Use: Rather than:]{.underline}**

about in regard to, in the matter of, with reference to, in relation to,
with regard to

although despite the fact that, in spite of the fact

*Direct words* because as a result of, as a consequence of

since in view of the fact that, owing to the fact that

before in advance of, prior to, previous to

for in favor of, for the period/purpose of

if in the event that, if for some reason

in in terms of

later at some future time, at a later date

near in the proximity of

*Direct words* now at the present time, as of this date, as of this
writing, at this point in time

on on the occasion of

soon at an early date, in the near future, as soon as possible, sometime
soon

*Direct words* to in order to, for the purpose of, so as to, with a view
toward

use utilize, utilization of

**3. Strong Verbs**

*Strength* A third key to tightening and improving your writing is to
use strong verbs as in the following example:

Controlling healthcare fraud is important to our employees.

Controlling is an adequate word, but numerous other options are
stronger, such as:

Our employees are dedicated to ending health care fraud.

4\. Hook Lines

Count aloud: One, Two, Three, Four. Unless your message is absolutely
compelling, you\'ll lose the

*Entice* reader's attention in half the time you needed to reach four.
To get -‑ and keep -‑ the reader\'s attention, your openings must hook
them in as in the following:

Cost ‑\-- certainly the premium you pay is important to you.

5\. Focus

A strong reader focus targets what the

*Target* reader will get from your message, rather than what you\'ll
give. For example, rather than starting with:

Health care fraud raises the costs for everyone. Anyone who
intentionally makes a false statement or a false claim in order to
obtain FEHB benefits or increase the amount of FEHB benefits is subject
to prosecution for fraud. This could result in criminal penalties.
Please review all medical bills, medical records and claims statements
carefully. If you find that a provider, such as a doctor, hospital or
pharmacy charged your plan for services you did not receive, billed for
the same service twice or misrepresented any other information, you
should\...

say:

You pay more in health care costs because of those who commit fraud.
They make false statements or false claims to obtain or increase FEHB
benefits. Anyone who commits fraud could be subject to criminal
penalties. You can help fight fraud. Carefully review all medical bills,
medical records and claims statements. If you find that a provider, such
as a doctor, hospital or pharmacy:

‑charged your plan for services you did not receive,

‑billed for the same service twice, or

‑ misrepresented any other information, you should\...

The difference in content may seem small, but remember, you need to get
the reader\'s attention. And nothing interests them more than them.

6\. Interesting Words

Interesting word use tantalizes or engrosses the reader. Tired openings,
such as, Attached for your

*Tantalize*\... review, are definitely out. Instead, show what the
reader should do: Please read through the enclosed brochures\...or why
he or she should care: The information in the enclosed brochures will
inform you of your benefits. Please read them carefully.

Also, avoid boring words and phrases that

*\...don\'t tire!* will turn away even the most intrigued audience, such
as: As you probably know. If they probably know it, then why say it?

Tone

Tone is the way you communicate to someone.

*Manner* For example, when you call a meeting of your own department to
order, you might say this:

Okay, gang, can we get started? We want to keep this meeting under an
hour.

If you were starting a meeting of the entire organization, on the other
hand, you\'d be more likely to say in a voice the slightest bit louder
than the hubbub:

Good afternoon. May I have your attention please?

How do you create an appropriate tone ‑ one that is friendly and
professional? Pretend that the

*Appropriate* reader is standing by your desk. If he or she is a senior
executive, you\'re not about to say: Hi, how the heck are ya? Rather,
you\'d say, It\'s nice to meet you in person. If the person is angry,
you

*Friendly* would try to calm him or her down by saying, How can I help
you? rather than, What do you want?

*Professional* Most of us can negotiate these distinctions in daily
life. In writing, we sometimes bend over so far backward to avoid the
overly familiar, we fall into pomposity.

**Examples** Here are examples of the hyperformal, informal and
professional tones. Note that the professional tone \-- your best choice
for any message \-- captures the seriousness of one message and the
friendliness of the other.

[Hyperformal:]{.underline}

*Dear Ms. Smith:*

*Attached please find a survey to be completed at your convenience
regarding the content to be determined for the communications program
next year. Please*

*Hyperformal answer the attached questions. Then, please return them to
our office by August 15. Your comments will be used in the determination
of content for next year\'s program.*

*If you require assistance, please feel free to call me at extension
#423.*

*Yours sincerely,*

[Professional*:*]{.underline}

*Dear Judy,*

*I enjoyed our lunch yesterday afternoon -‑ thanks so much for your
advice about the manual. As I mentioned then, we are surveying our
colleagues throughout the*

*Professional agency to determine the content for next year\'s
communications program. Could you please answer the enclosed questions
and return them to my office by August 15? Your valuable input will help
us develop next year\'s program.*

*If you have any questions, call me at extension #423.*

*Sincerely,*

[Informal]{.underline}*:*

*Judy,*

*Enjoyed lunch yesterday -‑ thanks so much for the feedback about the
manual. As I said, we\'re doing a survey of other folks in the*

*Informal organization to help us put together a great communications
program next year. Can you help us out by answering the enclosed
questions and sending them along by August 15? This will be a big help.*

*If you have any questions, feel free to call me at extension #423.*

How do you create an appropriate tone -‑ one that is friendly and
professional? Let your tone flow as naturally as possible at first. Then
rewrite to eliminate inappropriate choices or add useful words from the
list on the following page.

*Syntax* Sentence structure or syntax also affects your tone. For most
communications, use complete sentences:

I have outlined various options on the following pages.

However, if you\'re trying to sell an idea, you can significantly relax
the tone by using incomplete or loosely connected sentences:

Want to learn more about our many options? Then call: 800‑555‑2345.

> [Useful words for creating an appropriate tone]{.underline}
>
> POMPOUS CONVERSATIONAL

accompany go with

accordingly so

aforementioned these/the

appeared to be seemed

*Useful words* attributable due

by means of by

compensate pay

considerable large

correspondence letter

facilitate help

foregoing this/these

furthermore also/in addition

inasmuch as because

*Useful words* indebtedness debt

indicates how

informed told

in order to to

in the event that if

possessed had

prior to before

provided that if

purchase buy

*Useful words* similar to like

stated said

terminate end

utilize use

visualize see

whether or not whether

with regard to about

**Brochures**

Your plan\'s brochure should be a road map to both benefits and
administrative processes. For this reason, the writing from headings to
descriptions must be easy for readers to understand.

Regardless of how complex, always make your writing:

\* Active \*

\* Concise \*

\* Jargon‑free \*

\* Lively \*

\* Reader‑focused \*

\* Structurally sound \*

**Bullets**

Bullets are useful when you are listing three or more points and the
reader could get confused. Here are some general guidelines:

 Indent each bullet.

 Be consistent. Use the same kind of structure, whether a sentence or a
phrase, with each bullet.

 Be sure that each item is interesting enough to deserve the spotlight.
You can even bold the name of the subject and discuss it later:

Remember, the following steps are critical:

**Find a primary care doctor**. This person will be invaluable
because\...

**Let your old doctor know that you switched plans.** Your new doctor
will need you records and\...

**Sign your identification card when it arrives.** You should present
your identification card every time\...

 Use at least two bullets.

 Be consistent with punctuation. If you end one bullet with a comma,
end all but the last bullet that way. If you use periods once, use them
every time.

**Beware! Don\'t overuse bullets!** A page with too many bullets is as
difficult to read as a page with long, wordy paragraphs.

**II. USAGE Abbreviating Names**

Abbreviations and acronyms, where you shorten a word rather than spell
it out completely, include such notables as *FBI* and *CIA.* Usually
though, you\'ll abbreviate a lesser-known word that refers to a
government agency or an aspect of the insurance industry. The first time
you mention that word, write it completely, placing the abbre­viation in
parentheses immediately afterwards:

* Health Maintenance Organization (HMO)*

* Identification Card (ID card)*

*M.D. Individual Practice Association, Inc. (M.D.IPA)*

* National Committee for Quality Assurance (NCQA)*

* Office of Personnel Management (OPM)*

* U.S. Food and Drug Administration (FDA)*

> * Joint Commission on Accreditation of Healthcare Organizations
> (JCAHO)*

* Medicare Summary Notice (MSN)*

-   *End Stage Renal Disease (ESRD)*

* Social Security Administration (SSA)*

* Department of Defense (DoD)*

* Department of Veterans Affairs (DVA)*

* Explanation of Benefits (EOB)*

* Explanation of Medicare Benefits (EOMB)*

* Federal Employees Health Benefits Program (FEHBP)*

* Fee-for-Service plan (FFS)*

* Health Care Financing Administration (HCFA)*

* Office of Insurance Programs (OIP)*

* Point of Service plan (POS)*

* Temporary Continuation of Coverage (TCC)*

In most instances, you should capitalize all the abbreviated letters
even if the actual name does not take capitals:

* third-party administrator (TPA)*

* explanation of benefits (EOB)*

* human resources office (HRO)*

In most cases, abbreviations do not take periods. Some exceptions
include *U.S., U.N.* and *U.K.* Unlike other abbreviations, only use
these examples as adjectives with a noun immediately afterward.

-   *U.S. health care is the best in the world.*

Compare the use of *U.S*. with the following example:

Many breakthrough medical treatments are available only in the United
States.

Finally, abbreviate these words when part of a name unless the
organization spells them out:

Company: Co.

Corporation: Corp.

Incorporated: Inc.

Limited: Ltd.

When in doubt, check by calling the organization.

**Abbreviating Addresses**

When writing about a State, be sure to spell out the entire name:

OPM serves Federal employees from California to Massachusetts.

However, you should abbreviate the State name when it follows a city,
county, town, village or military base:

Please send this letter to Jack Smith in Boston, Mass.

*In address...* Whether you are writing the reader\'s address on a
letter or addressing an envelope, always use the State\'s two-letter
mail-code abbreviation with no periods:

Forest Heather

16 Meadowview Ln.

Newton, MA 02812

*In text...* In text, however, do not use the mail code; use the
State\'s recognized abbreviation.

The list below includes the correct abbreviations for 42 states and the
eight states which, according to the *AP Stylebook*, should not be
abbreviated:

Ala. La. Ohio

Alaska Maine Okla.

Ariz. Md. Ore.

Ark. Mass. Pa.

Calif. Mich. R.I.

Colo. Minn. S.C.

Conn. Miss. S.D.

Del. Mo. Tenn.

Fla. Mont. Texas

Ga. Neb. Utah

Hawaii Nev. Va.

Idaho N.H. Ver.

Ill. N.J. Wash.

Ind. N.M. W.Va.

Iowa N.Y. Wis.

Kan. N.C. Wyo.

Ky. N.D.

When writing about an address, you may abbreviate *avenue, boulevard*
and *street*, but only with numbered addresses:

I sent your EOB to 654 Westwood Ave.

Otherwise, spell out the entire address:

The post office forwarded his mail to Lincoln Street.

**Government Documents and Political Affiliations**

*"D-R-I"* When mentioning a political party affiliation, add parentheses
directly after a Senator\'s or Representative\'s name: *D* for Democrat,
*R* for Republican and *I* for Independent, followed by the abbreviated
State name, [not]{.underline} the mail code:

(D-N.Y.)

(R-Alaska)

(I-Vt.)

*Public Law* If you are writing out public laws and Senate and House
bills, spell out the complete name first, then abbreviate:

At the meeting, the Vice President discussed Public Law 94-766. Later we
received handouts which discussed P.L. 94-766 in great detail.

**Times and Dates**

*a.m./p.m.* For an appointment, when you need to specify whether you
mean morning or afternoon, use *a.m.* and *p.m.* with periods after each
letter:

We should sign the application at 11:00 a.m.

*High noon* Also, write *12 noon* and not *12:00 p.m.* or *12 (noon)*:

We must receive your request by 12 noon.

*Month* When you write a letter, always spell the month:

October 7, 1998

Jane Smith

1234 Road Way

Newton, MA 02812

Also write out the entire month when it stands alone or with a year
only:

We expect to be sending out that brochure at the end of May.

January 1998 was an excellent month for our department.

Where the date stands alone, such as on an agenda or document cover,
spell out the month for a more professional and formal appearance.

*Commas* Finally, use a comma between the day of the month and the year
as well as between the year and the following word:

The United States and Japan reached an agreement on October 1, 1994,
that may lead to more open Japanese markets with respect to trade in
certain goods and services.

Don't use a comma between the month and year:

We introduced the program in February 1991.

**Dimensions and Amounts**

*'-"-#* Be sure to spell out *inches*, *feet, yards, pounds* and other
measurements.

The Director will present the Merit Award to Arnold Air Force Base for
manufacturing aircraft engines able to produce 100,000 pounds of engine
thrust.

*\$\$\$* Dollar amounts, however, use the dollar sign. For amounts under
\$1 million, include the zeros; spell out amounts over \$1 million,
using a decimal if necessary:

Covered expenses for diagnostic tests, procedures and prescription drugs
to identify and treat infertility are limited to \$5,000 per person per
lifetime.

The lottery jackpot is \$2.5 million.

**Appropriate Use of the Organization\'s Name**

*OPM* Use *U.S. Office of Personnel Management* (OPM) the first time you
cite the name; afterwards *OPM* is acceptable.

**Capitalization**

*Cap?* When should you capitalize words? The following guidelines will
help:

Always capitalize complete names of political parties, rivers, streets
and locations.

Capitalize common nouns when they form a complete name, as in these
cases:

She lives on Cole Street.

Please ask your congressperson in the Democratic Party to repeal the
bill.

If you have questions, contact the Humana Health Plan.

When those common nouns are plural, referring to two or more places or
things, do not capitalize:

The building is located between State and Boylston streets.

We want to enlist the support of representatives from both the
Democratic and Republican parties.

Health plans must submit proposals by May 31.

**Words Formed From Formal Nouns**

In some cases, you may use a proper noun --- a name that gets
capitalized --- to describe something else. Look at these examples:

The United States health care system has numerous advantages.

Inventiveness is an American tradition.

Capitalize locations when they refer to specific areas --- but not when
they refer to directions.

\-- the Northeast \-- driving northeast

Sometimes, the name of a place includes its geographic location:

Federal employees from Northern Maine to Southern California are meeting
their health care needs with the Federal Employees Health Benefits
Program.

*Work names* **Names of Organizations, Institutions and Corporations**

When writing the names of large organizations, capitalize the
significant --- not the connecting --- words:

Your provider, CapitalCare, Inc., cannot authorize coverage for that
prescription drug because the U.S. Food and Drug Administration
considers it experimental.

Parts of organizations, such as departments and divisions, are
capitalized as part of a full name and when they stand alone:

Show these figures to the Planning and Evaluation Division..

Call the Division for further information.

Contact the Plan's Member Services Department.

**An Individual\'s Title**

*Titles-people* When a title appears before a person\'s name, capitalize
it as in this example:

Inspector General Jim Smith will talk about ending Medicare fraud at
next month\'s conference.

Assistant Director Frank Titus will attend the meeting.

When a title stands alone or is separated from the subject by a word or
several words, don\'t capitalize it. Here are two examples:

Ed Flynn, an associate director at OPM, wrote an article for the latest
issue of National Health Care News.

If you have questions about health care fraud, call or write the
inspector general.

**Significant Words in the Titles of Publications, Newspapers and
Magazines**

*Titles-articles* Generally, capitalize the key words in titles of
articles, products, programs and publications. Examples include:

If you still have questions, download and print the Guide to Federal
Employees Health Benefits,

You may select one of several Fee-for-Service plans.

When writing about newspapers, magazines and newsletters --- beware.
Some include *the* in their names such as *The Boston Globe*. Others do
not. The surest way to find out: call the publication and ask.

[Always italicize newspapers\' names.]{.underline}

**Numbers**

*Numbers* At some point, most business writers get confused about when
they should write a number and when they should use numerals. Presenting
numbers the right way is important, however, for making a communication
as professional as possible. The following are essential rules:

Write out numbers below 10 as in this example:

Please respond with three days of receiving the request.

Use numerals for numbers 10 and above:

We offer a 24-hour hotline.

Write out the ordinal numbers *first* through *ninth* when discussing
time or location:

June 10 was the first time I spoke with you. The second time was on
August 23.

*Numbers* If you\'re using ordinal numbers as part of a name, however,
use their numerical form in this way:

Orientation workshops are offered to all new employees working the 1st
and 2^nd^ shifts.

Write out two-word amounts over 999,999 by presenting the numerical
amount followed by the written amount in this way:

FEHB plans paid \$10 billion in claims last year.

Write out numbers at the beginning of a sentence:

One million Federal employees are able to meet their health care needs
with the help of the FEHB program.

But it is usually better to recast the sentence:

We help more than one million Federal employees meet their health care
needs.

*Numbers* In addition, use a hyphen to connect written numbers where the
first ends in *y* as this example shows:

Our new management team includes more than sixty-one professionals with
offices around the world.

*½ a loaf?* In text, write out fractions less than one, using hyphens
between words:

Your copay is equal to one-half of all charges for the first 30 days you
are in the hospital.

*Numbers* Use numerals for ages, times and financial amounts:

More people are living to the age of 100 than ever before.

You will pay a \$10 copayment per office visit.

The meeting is at 3 p.m.

*Phone #s* With telephone numbers, use numbers with dashes between them
as in this example:

If you have any questions, please contact me at 202/555-5500.

Write toll-free long distance numbers this way:

You can reach an investment representative at 800-555-5555.

Don\'t bother to say *toll free* with 800, 877 or 888 numbers; that is
redundant.

*1..2..3....* Finally, use numerals if you\'re explaining something
sequential. For example, you may be explaining how to file claims for
non-Plan

providers. Or perhaps you\'re explaining to a new member how to get the
most from their coverage. With lists like these, use numbers to guide
the reader from one point to the next as in these examples:

The health care system works best when you take the time to become
informed. As a responsible consumer, you should:

1\. Read and understand your health benefits coverage, limitations and
exclusions, health plan rules, and procedures to follow when seeking
care.

2\. Work with your physician to develop and carry out a plan to treat
your injury, illness or condition.

3\. Practice healthy habits.

**Punctuation**

*Punctuation* Punctuation, like other aspects of the English language,
is loaded with rules. There are far too many rules to discuss here. So
this section contains the most common rules you\'ll need to know, such
as the correct placement of commas and the appropriate position of
apostrophes with plural possessive nouns.

***1. Apostrophes***

*Possessive* Use apostrophes to show when one person or thing owns or
possesses another. For example, if you were writing about the benefits
within a certain health plan, you would say:

The High Option Plan\'s dental benefits include diagnostic, preventive
and restorative services.

The apostrophe above shows that the benefits belong to the plan**.**

*Not possessive* Sometimes, it is difficult to decide if the
relationship is possessive. The AP Stylebook gives a useful way to
decide whether the relationship is possessive. Reverse the words and see
whether *of* or *for* fits the case. If *of* fits, the use is
possessive. If *for* fits, the use isn't possessive and would not take
an apostrophe.

Two exceptions in the insurance industry are the Federal Employees'
Group Life Insurance Program and the term workers' compensation. If you
reverse the order and use *compensation of workers*, the meaning would
be labor costs, which does not describe the program. Compensation for
workers is more descriptive of the program, and would usually mean no
apostrophe is used. The program, however, is formally named workers'
compensation in the legislation that created it. Since the apostrophe is
part of the name, use it in your correspondence. If the apostrophe is
not part of a name, use the rule mentioned above.

*More rules...* Here are other rules that will help you create
professional documents:

 When a name ends in *s* place the apostrophe at the end.

Yesterday, I contacted Mr. Jones\' workplace, but he was not available.

 With a possessive involving two or more subjects, determine whether
both parties own the item separately or together. In the below case, OPM
and its partners share the same merits. So, you only need one apostrophe
for both of them.

OPM and its partners' policy \...

 In the next example, separate plans have something in common. So, you
need two apostrophes to cover both.

The High Option Plan's and Standard Option Plan's benefits \...

 For plural nouns that end in *s,* place the apostrophe at the end of
the word as in this example:

We collated our members\' addresses and will send the letters tomorrow.

 Some plural words do not end in *s.* In these cases, add an s at the
end of the word:

We would be glad to add your children\'s names to the account.

Use an apostrophe when letters and numerals appear as symbols:

The confusion resulted from your 8\'s looking like 3\'s on your
application.

**2. Colons**

*Brief stop* If the world of punctuation could be broken into traffic
signals, then a colon would be a blinking red light telling the reader
to stop briefly. Colons also provide interesting alternatives to typical
sentence structure, creating a lively and interesting message.

Use a colon when introducing a series, whether bullets, numbers or
commas connect each item:

For each plan you are considering:

Check the benefits,

Check the premium, and

Check to see if your doctor participates.

Be sure that the break in your sentence occurs naturally. Here\'s an
example of a common colon [mistake]{.underline}:

Some of the materials we need are: a signed copy of the police incident
report, injury summaries for the last four years,

copies of your bills, a signed copy of the enclosed form.

Instead, you would write:

Please send these materials: a signed copy of the police incident
report, injury summaries for the last four years, copies of your bills,
and a signed copy of the enclosed form.

You can create language that is more interesting by using a colon
between two sentences when the second explains, illustrates or
summarizes the first:

Thank you for your letter Monday: We want to hear how we are doing.

**3. Commas**

*Separate* Commas are, perhaps, the most widely used --- and abused ---
form of punctuation. Their function is a simple one: to separate various
parts of a sentence so the message is smooth and clear.

Use commas to join two complete sentences with *and, or, nor, for, but,
yet* and *so.*

Remember: a complete sentence has an actor and an action and can stand
alone. Here\'s an example:

You will receive the information you requested, but you must call
800-555-5555 to obtain the necessary forms.

If you\'re joining two short sentences, don\'t bother with the comma:

Fred mailed the information kits and Sue called the customers.

Don\'t forget commas after introductory words and phrases as in these
examples:

 First, sign the enclosed claim form.

 On Friday morning, I received your letter.

Commas separate items in a list so your message is clear:

To get the most benefit from the seminar, please bring a pen, paper and
a list of any questions you might have.

We are looking for a representative who is smart, articulate and
customer focused.

Do not add a comma before the *and* or other conjunction toward the end
of the list unless it is necessary for clarity.

Use commas when you are adding *nonessential* or secondary information
to your sentence as in these examples:

The service area for this Plan, where Plan providers' facilities are
located, is described on page 13.

The decision, I think, needs some rehashing.

Be sure to place a comma between a city name and the state or nation in
addresses and written material:

He was injured in Dublin, Ireland, but treated in Boston, Mass.

Michael Summer

1234 Lilac Lane

Chelsea, MA 02164

*With ""* Always place the comma inside quotation marks, even when
you\'re only quoting one word or phrase:

Although the enrollee said he found the application "complicated," he
seemed pleased with the overall process.

**4. Hyphens**

*Join* Hyphens, perhaps the most creative punctuation marks, join two or
more words to create a single word. Before constructing your own
hyphenated words, or using a hyphen in a health insurance term, check
the following rules:

 These prefixes take hyphens: *all, cross, ex, half, ill* and *well.*
Examples:

Even when patients think they're all-knowing, you must be polite.

We received your letter requesting that we take your ex-husband, Paul
Rummel, off your plan.

 The prefix *self* also takes a hyphen when it is not naturally part of
the word:

We want our customers to see that we provide excellent service because
of professionalism, not self-sacrifice.

 The suffix *elect* also takes a hyphen:

The Governor-elect will speak at our next meeting.

 Use a hyphen if the word that follows is capitalized:

Non-Medicare providers are not entitled to payment of more than 115
percent of the approved amount.

 Don't use hyphens with these prefixes and suffixes:

anti pro

co pseudo

counter re

extra semi

fold sub

infra super

intra supra

like ultra

non un

over under

post pre

 In some cases, hyphens are appropriate when the word that follows the
prefix begins with the same letter: *pre-existing, anti-imperialist.* In
other cases, no hyphen is used: *underreported.*

 When writing out two-word numbers, use a hyphen:

Twenty-three of our customers called to discuss the notification.

**5. Italics**

*Versatile* In addition to other functions, italics have take the place
of underlines. Here are some basic italic rules:

 Use italics when writing the names of publications, books and other
longer works.

Health Care Weekly featured the Federal Employees Health Benefits
Program in an article last month.

**Unfair and Deceptive Advertising**

*Above board* The FEHB Program does not allow unfair and deceptive
language when writing advertising and marketing materials. FEHB
contracts contain the specific rules and guidelines a plan should
follow. Keep these general points in mind when writing sales and
marketing materials:

 Do not omit information that your readers need to know.

 Do not use ambiguous or confusing language that could lead an ordinary
consumer to draw a false conclusion.

 Always use accurate words when describing coverage. Avoid words such
as *all, full*, *complete, comprehensive* or *unlimited* that exaggerate
the terms of a policy and mislead a consumer. Only use words such as
*free, no cost* and *no additional cost* when they are completely true.

>  Review your FEHB contract for specific guidelines governing
> advertising.
>
>  Finally, use plain language. This guide has techniques and hints for
> writing plainly; make it available to the those who write brochures
> and letters to members.

**Standard and Nonstandard Usage**

*Ah, change* The English language changes slowly, but it changes too
quickly for some people. Some words that we all use --- *intensify* is
an example --- were challenged when they first appeared. That goes for
new uses for old words, too, especially those that make verbs out of
nouns or adjectives. A current list of disputed words would include:

[Nonstandard Standard]{.underline}

finalize make final, conclude

impact (as a verb) have an impact on, affect

contact (as a verb) call or write, make contact with

service (as a verb), serve

comprised of consists of

(as a passive verb)

partner (as a verb) join with

leverage (as a verb) lever, provide leverage for

*Use standard* Use standard usage. Why? If you use, *impact* as a verb,
10 to 20 percent of your audience will gnash their teeth and mutter. The
rest of the audience will take it in stride. If you use *have an impact
on* or *affect*, no one will object.

Another error you should avoid is using *over* instead of *more than,*
especially when it looks contradictory, as in:

Over a 20-percent reduction

Instead, use the following: *A reduction of more than 20 percent*

**Other Rules**

*More rules...*  **However.** For more lively language, avoid using
*However* to start a sentence. Instead, place it, within commas, just
after the word it most closely modifies, as in the sentences that
follow:

Your application, however, is not complete.

Your application is not complete, however.

-   **Restrictive and Nonrestrictive Clauses.** Compare the two
    sentences that follow:

Enrollees who educate themselves about their benefits will get the most
out of their health plan.

The National Committee for Quality Assurance, which was established in
1992, evaluates how well an HMO manages all ways it delivers services to
members.

In the first sentence, *who* \-- with no comma before or after \--
introduces a restrictive clause. Not all individuals will get the most
out of their health plan; the possibility is *restricted* to those *who
educate themselves about their benefits.* In the second sentence, the
clause introduced by *which* \-- set off by commas \-- is a
nonrestrictive clause. This phrase could be left out entirely, and the
meaning of the main sentence would remain unchanged.

III. **FORMAT** **Letters**

Here is a typical letter. We will take a look at each part.

Paragraph style: Left justify; watch your margins.

Writer's Address: Plan XYZ (On letterhead )

Date Line: June 1, 1998

Reader's Address: Jim Parr

Mt. Edwards Systems, Inc.

31 Rightward St.

Bellingham, MA 02015

Salutation: Dear Mr. Parr:

Introduction: I am sending along the information which we discussed on
Friday. As I mentioned, your benefits brochure will provide answers to
specific questions that might come up regarding procedures, copayments
and other matters.

Body: Your first step is to select a primary care physician who is part
of our network of physicians and other health professionals. This is
especially important since, if you need a specialist, your physician can
refer you to the right one. You may want to look into some of our other
programs now such as smoking cessation classes, our 24-hour nurse
hotline, our health fairs and more.

Closing: Call between 9 a.m. and 5 p.m. Monday through Friday if you
would like more information.

Complimentary

Closing: Sincerely,

Signature Block: William Thorton

Enclosures: You can choose how you want to show the

enclosures.

Email: Email messages can be informal.

**Paragraph Style**

*Left Justify* When writing for the Office of Personnel Management left
justify all paragraphs. Do not indent. This gives the letter a clean,
streamlined look.

**Margins \--** For letters, use the following format:

Side margins: 1.5 to 2 inches

Top margin: 2 ½ inches from the top of the page to the first line of
text.

Bottom margin: at least 1 inch from the bottom of the page to the last
line of text.

**Writer's** **Address**

 If you are using stationery with your name and address on the top,
you do not need to place your name in the writer's address.

**Date** **Line**

 The date line is exactly what it says: the line for the date. The
order of the date is month, day and year:

*June 15, 1998*

Center the date at the top of the first page.

 **Reader's** **Address**

 The reader's address should contain the person's name, title, company
name and complete address. Use *Mr.* or *Ms*. unless the reader
indicates a preference for *Miss* or *Mrs*. in the letter to you. If you
don't know the person's gender, just use the full, formal name:

*Lee Smith*

*101 Farm Street*

*Jamaica, NY 11434*

*title* In some cases, you can address your reader by a professional
title:

*Dr. Moss*

*Professor Fuller*

When writing to an attorney, abbreviate the title *Esquire* as follows:

*Edward J. Smith, Esq.*

*Janet Morrow, Esq.*

While you use a comma before *Esq*., you don't need one before *Jr*.,
*Sr*. or *III*.

Place the person's title on the following line when applicable. If the
title is especially long like *Assistant Senior Manager of Internal and
External Operations*, break it into two lines and indent the second line
two spaces.

*company* Write company names exactly as they appear on the stationery.
In the address, spell out *Street*, *Road*, *Avenue*, etc., and spell
out numbers under 10:

*One Beacon Street*

*Two Morningside Road*

*State* Remember, when writing the state in the address, use the Post
Office's standard two-letter abbreviation like NY for New York and TX
for Texas.

Thus, a letter to a professional might look something like this:

*Richard Hopkins, CPC*

*Principal*

*Hampshire Staffing Group, LLC*

*20 Park Plaza, Suite 242*

*Washington, DC 20005*

A letter to an individual would look like this:

*Mr. Richard Hold*

*12357 Village Green, Apt. #25*

*East Providence, RI 02915*

**Salutation**

 A salutation is your way of saying *hello*. Since your main objective
when writing a letter is to get the reader's attention, be sure to
personalize your message. For this reason, try to open the letter with a
person's name. If you can't, then write *Dear Sir or Madam*. Never use
*To whom it may concern*.

If you've established a relationship with your reader, you can address
the letter with the first name:

*Dear Ron,*

Otherwise, you have several choices. The best is to use *Mr*. or *Ms*.
before the person's name. As mentioned, you should use *Mrs*. or *Miss*
if the reader has indicated this preference:

*Dear Ms. Williams*

Occasionally, you won't have any way of determining the reader's gender.
In that case, use the person's full name:

*Dear Lesley Howard*

Since *Lesley* could be a man or a woman, you save yourself potential
embarrassment. When writing to an individual within an organization,
some people prefer to do a little advance spy work and call to ask the
receptionist, secretary or fellow employee to determine the reader's
gender. You should also call if you have any doubt about the reader's
title, address or the correct spelling of his or her name.

As mentioned, you can also use a title with some professionals. This
technique is appropriate only when the title sounds natural before the
name. *Dear Manager Boyle*, for instance, seems odd. However, *Dear
President Lee* and *Dear Dr. Mannings* are fine.

The next question is whether to use a colon, comma or dash after the
salutation. Generally, the colon is more formal and is appropriate for
everything from daily business letters to invitations to, say, a
\$5,000-a-plate fund-raising dinner:

*Dear Governor Winthrop:*

**Introductory** **Paragraph**

*First* First paragraphs function in the same way as an introduction
between associates. They establish a connection between the writer and
the reader and explain the purpose of the letter. Begin your
introduction two lines below the salutation. Be brief: generally, don't
go farther than a quarter of the page. In fact, most introductory
paragraphs are only a few lines. A big block of information is usually
foreboding, and the reader will be more comfortable with small,
organized pieces. On the other hand, avoid one-line paragraphs, which
seem skimpy.

Remember that your first paragraph may be the only one your reader will
read. For this reason, always start with a hook where you draw an
immediate connection with the reader. For example, you could say:

Thank you for sending us the completed forms.

or:

As I stated on the phone last Wednesday, you must send us copies of your
prescription receipts before we can reimburse you.

The next three or four lines are your action statement: They give your
readers information they need to know to take the action you want. This
is especially important since your reader pays the greatest attention to
the first paragraph. After this, the reader typically skims the body or
puts the letter away.

Here are two examples of action statements:

Thank you for sending us the claim forms. We will process them by the
end of the month and contact you at that time.

In this case, you want the reader to know --- rather than do ---
something. This is a *passive* action. Now, look at this example:

As I stated on the phone last Wednesday, you must send us the correct
information before we can reconsider reimbursing you. I have enclosed a
new set of forms and a list of specific information and support
materials that you must send us.

Here, the reader needs to actually *do* something, which is an *active*
action. Do not confuse this idea with the passive and active voice,
which addresses sentence structure.

**Body**

 The body of your letter provides the reader with details about your
main point. The material must look concise and readable. Here are some
pointers for creating interesting-looking paragraphs in the body:

Restrict each paragraph to eight to ten lines.

Beware of one line paragraphs --- they appear skimpy and tend to float
on the page.

Be sure to separate your paragraphs.

If you have numerous steps or points, use bullets.

Equally as important, your information must be in clear, logical order.
The best option is to determine the order *before* you write the letter,
considering the type of information you want to include. Remember, never
save the most important points for last: the reader may not get to them.

Here are some orders to choose from:

***Cause* and** This order is when one point directly affects

***effect:*** another. The transitions include *so*, *therefore* and
*as* *a* *result*. Look at this example:

Our brochure reads, "If you or a covered family member move outside the
service area, you may enroll in another approved plan." Therefore, you
may select another carrier now, before open season, since you now live
outside the ABC Care service area.

***Chronological:*** Here you present the reader with information in a
sequential order, usually the order in which events occur. Your
transitions are time based, numerical, or *first*, *next*, and *then*.

Mr. Miller's health declined dramatically in May of 1996. First, he
began experiencing shortness of breath. Next, he had trouble walking and
showering. Then, he started spitting up blood.

***Equal facts*:** Provide the reader with a list of equal information.
Transitions include *and*, *also* and *finally* and many other phrases
that do not indicate a relationship between points. Here is an example:

As an ABC Health Care member, you must live or work in our service area.
Also, you must choose one of our participating providers as your primary
care physician. Finally, in an emergency situation, you may seek care
outside our service area from a non-participating provider.

***Order of*** Here you state the most important point first,

***most-to-least*** then the less important ones. This structure

***importance*:** may appear to be in *equal facts* order, but

one point is more important than the next.

**Second Pages**

*Page 2* According to one old saying, if you give the reader a two-page
letter, he or she won't read either page. But, what if you have more
information than will fit on a single page? The answer's easy: create
enclosures with lists, paragraphs or bullets highlighting new
procedures.

Sometimes though, you just have to write a second page. In these
situations, type the reader's name at the top left margin. Type the page
number on the same line at the right margin, as in this example:

*John Harrison Page 2*

**Closing Paragraphs**

*Saying* The last paragraph is where you make future

*goodbye* plans and mention enclosures such as articles, forms or
information sheets. Be sure to keep your closings short and sweet:

I hope you find the enclosed copy of The American Medical Association's
Guide to Your Family's Symptoms helpful. Please contact me if you have
any questions.

We are interested in your comments. Please call us at 831-7300.

Try to be as specific as possible so you sound sincere. If you have
special hours when the reader can reach you or an extension number,
mention them.

Unless the reader has actually done something for you, avoid *Thanking
you in advance*, *Thank you for your attention* and other variations on
the thank you theme. It's presumptuous and unnecessary.

**Complimentary Closings**

Begin your closing at page center, two lines below the end of the last
paragraph. Use *Sincerely* as your closing.

**Signature Block**

 At the end of your letter, leave four lines of blank space for the
signature, then type the name of the person the letter is representing
with the person's position one line beneath that:

Sincerely,

Frank Antonides

Executive Director

**Enclosure Line and Copies Distributed**

Let the reader know that you have enclosed materials by including an
enclosure line two spaces beneath the typed signature at the left
margin. You have several options:

Enclosure

3 Enclosures

Use *Enclosure* when you enclose the information in an envelope*.* If
you literally attach the information with a paper clip or staple, as you
do with an internal memorandum, use *Attachment.*

The letters *cc,* stand for *carbon copy*. They follow the enclosure
line and lets the reader know that you sent the letter to someone else.
Usually, list the names in alphabetical order or order of rank:

cc: John Harte

Rhonda McBride

Ken Nealy

cc: Office of the President

Senior Manager

**[Email]{.underline} Email**

Since electronic-mail messages are the newest form of written
communication, no rigid conventions govern their use. And, you don't
have to worry about format because you can't know how your message will
look on your reader's screen. Still, review the following points before
hitting the *Send* button.

**Subject**

Your subject line should headline your message concisely. It should
immediately say something interesting to your reader. And, it should be
short enough (20 characters or so) so it won't get snipped in
transmission. If you are sending to an email box shared by two or more
people, use the subject line to state the name of your reader:

For Bobbi: Advisory Committee Meeting

**Salutation**

Email messages don't need a *Dear Tara Sharpe* opening, but politeness
is always a plus when you first write to someone. After you've
established a relationship, you can drop the greeting.

**Body**

Since people write, read and reply to email quickly, misunderstanding
can grow with lightning speed. For this reason, use short paragraphs and
direct, factual sentences. Also, avoid *flaming* (exchanging nasty
messages). Instead, use the polite and professional tone appropriate for
mailed and faxed communications.

Remember that the Internet transmits only standard typewriter
characters. Long dashes, curly apostrophes and quotation marks, accent
symbols and other characters get scrubbed out, or changed into
mysterious combinations --- such as \^N --- when they enter the
Internet. To emphasize words or indicate the title of a book or other
work, type \*asterisks\* or ­\_underlines\_ on either side of the phrase:

\*The Home Medical Advisor\*

­­\_Submitting a Claim Form­\_

*Don't Shout!* Avoid typing in ALL CAPITALS, which some people interpret
as shouting.

**Signature**

A signature is unnecessary in most email messages. But when writing to
strangers, it's helpful to sign your message with your name, title,
company and email address for replies:

John McBeal

Executive Director

Office of Personnel Management

John_McBeal@OPM.gov

Including a phone number is also helpful.

Don't succumb to the temptation to add cute artwork, clever quotations
or unnecessary disclaimers.

**Reply**

When you reply to someone else's email message, some programs copy the
original message on the bottom of the new one. If you can, edit that
material so that it includes the parts of the message that you're
addressing. Include only relevant data.

**I. STYLE** Perhaps the greatest block to smooth, fast writing lies in
the passive voice. It convolutes language

*Active voice* and creates wordiness. It takes the emphasis away from
the subject of the sentence \-- as if the action occurred all by itself.
As a result, the reader can become confused, misunderstand the document
or become distracted and ignore it altogether.

How do you create clear, direct sentence structure? In four ways:

1\. Use the traditional active voice.

Every well written sentence must have two components: an *actor* and an
*action*.

*Two parts* Remember the first sentence you learned in grammar school?
It probably involved Dick, Jane and Spot and they were running, talking
or doing some other basic activity:

[actor action]{.underline}

Spot runs to Jane.

Here, Spot is the actor and runs is the action. Jane, of course,
receives the action. The sentence is in the active voice. The reader
immediately knows who the actor is and what the actor did -‑ in that
order. Most businesspeople get into trouble when they create the passive
voice by separating the actor and action this way:

Brochures will be received by all full‑time employees.

The action is buried somewhere in the middle of the sentence and the
actor does not appear until the sentence is done. In the active voice
this sentence becomes:

All full‑time employees will receive brochures.

2\. Use sentences that include an actor: whether an organization,
individual or abstract idea.

*Actor* Perhaps the greatest passive problem lies in sentences like this
one:

New guidelines for employee benefits have been drawn up and will be sent
out next week.

*Drawn up* and *sent out* are the actions, but who is the actor? In this
simple example, a reader won\'t really be confused, but may wonder why
nobody acknowledges responsibility, as in this active version:

The Office of Personnel Management drew up new guidelines for employee
benefits and will send them out next week.

3\. Use strong, active words \-- not empty phrases.

Empty phrases \-- such as *it is*, *there are*,

*Action* and all their variations \-- will slow your sentences. Look at
these examples:

There are numerous differences between these two types of plans.

It is everyone\'s responsibility to provide open and honest feedback
about our reports.

In both cases, the *to be* form ‑ *are* and *is* ‑ occupies the
beginning of the sentence, linking empty subjects. For example, in the
first sentence, what does *there* represent? Try these alternatives:

Numerous differences exist between these two types of plans.

Everyone is responsible for providing open and honest feedback about our
reports.

Additional options abound, such as, Everyone must provide open and
honest feedback\... and, Be sure to provide open and honest feedback . .
.

4\. Use words ending in *tion* or *ly* in the correct way.

Some familiar words, such as

*Shun \'TION\'* implementa*tion* and develop*ment* appear to be nouns as
in this example:

The Office of Personnel Management announced that the implementation of
the new procedure would begin in August.

Who is implementing the new procedure? The sentence does not say. The
revision would read:

The Office of Personnel Management announced it will implement the new
procedure in August.

Concise word use

As a business writer, your most important task is simple: to keep your
language as fast and

*Cut words* interesting as possible. To create concise, rather than
wordy documents, cut unnecessary words without disrupting your tone or
message.

In today\'s meeting, we were happy to be able to welcome John Spaulding.
He gave us very valuable feedback about some of our programs. If you
have any questions about these comments, feel free to call him at
extension 2134. (40 words)

Some of the extra words to cut here are:

*Cut extras* *were happy to be able to\... very\... some of\... if you
have any\... about these comments\... feel free to\...*

Now, look at the improved sentence:

In today\'s meeting, we welcomed John Spaulding. John provided valuable
feedback about our programs. To speak with him further, call extension
2134. (22 words)

Notice that you cut 17 words without altering the meaning at all.

Unnecessary words also conceal

*Cut repeats* themselves in repeated words and meaning. To detect
repeats, look for words that appear approximately three or more times in
a paragraph and cut.

Here\'s an example:

As has been previously mentioned, an important focus of these reviews is
an evaluation of the office environment. At this time, I would like to
summarize the results of our evaluation. During the course of the
on‑site review, we found the following aspects of your area were
acceptable\...

The repetitions here lie in the words evaluation and review. By simply
cutting the repeats and combining the sentences, you have a faster, more
flowing message:

Our focus on the office environment revealed that your department was
acceptable for the following reasons\...

Other times, redundancies lurk in sets of words that repeat, rather than
reinforce or modify, meaning. A typical example is past history, as in:
Past history shows inflation will return. Rather than two words, use the
most logical one. For example, write complete rather than absolutely
complete. Write free or clear, but not free and clear.

Jargon

Jargon refers to words that people in specific fields or occupations use
to describe their services or products. The

*Junk jargon* high‑tech and financial industries are loaded with jargon.
When you see jargon, you probably get confused and distracted, wanting
familiar terms instead.

On the other hand, insurance industry jargon probably seems natural to
you. But beware. Use jargon and the average reader \-- your potential
customer \-- will feel alienated from your message, put the document
aside, and forget it. In fact, you should avoid using jargon even when
writing to people in the industry. This does not mean that you\'ll lower
your standard of writing or sound less professional. Nor does it mean
that you\'ll develop one writing style for all audiences. You can still
use terms such as risk management when writing to corporate executives
who negotiate insurance for their companies. By using jargon‑free
language, you\'ll create a relaxed, even message that everyone from the
corporate risk manager to the CEO will want to read.

When writing OPM documents you never need to use jargon. If this seems
difficult, if not impossible, you\'re probably confusing jargon with
industry terminology. Look at the difference between the two:

[Jargon]{.underline}. . . .

Specific to your field -‑ or one or two others

Grammatically incorrect

Can be replaced with other words

Problem? Yes. Solution: Rewrite the entire phrase.

[Industry terminology]{.underline}. . . .

 Specific to your industry -‑ or one or two others

 Grammatically correct

 Cannot be replaced with other words

Problem? Maybe. Solution: Assume your reader is not familiar with an
industry term; define it the first time you use it.

**Lively word use**

Let\'s take another look at your average reader. Chances are, he or she
is inundated with reading material at work and at home: bills,
advertisements, letters, and newspapers. For your document to rise above
this paper slush pile, you must create a message that will get and keep
the reader\'s attention. Yet you don\'t want to be flashy or cute. After
all, you\'re trying to inform or get a specific response, not host a
spot on MTV. To create lively and appropriate documents, use these
devices:

**1. Specific words**

Specificity is certainly one of your strongest

*Specificity* weapons against tired language. It gives readers a
definite sense of proportion and enables them to witness the scene for
themselves. Look at these general statements:

There is now a \$100 non‑PPO copayment (which applies to your
catastrophic protection out‑of‑pocket limit) for services rendered and
billed by an outpatient facility under Other Medical Benefits.

This form is used for anything that requires proof of employment.

By using specific words, your messages become clearer:

You must make a \$100 non‑PPO copayment \-- which we will apply to your
catastrophic protection out‑of‑pocket limit \-- for services rendered
and billed by an outpatient facility under Other Medical Benefits.

You can use this form to prove you are a Federal employee.

To create a specific message, you don\'t always need to create a longer
one. Often one specific word can replace one general one. But even when
specific words lengthen a sentence, they\'re adding pure protein.

Lists are also helpful here. Rather than

*Lists* say, Our benefits program is different in many ways, say: Our
benefits program has changed in these five ways. Then, you set up a
clean list that the reader can quickly anticipate and follow.

2\. Fresh or Direct Words and Phrases

A second way you can create lively language is to replace tired phrases
with fresh or simple

*Simplicity* alternatives. Beware: You might think worn‑out phrases are
business‑like, professional or more appropriate and allow them to stay
in your writing. Don\'t.

Here\'s a list of typical tired phrases and their replacements:

**[Use: Rather than:]{.underline}**

about in regard to, in the matter of, with reference to, in relation to,
with regard to

although despite the fact that, in spite of the fact

*Direct words* because as a result of, as a consequence of

since in view of the fact that, owing to the fact that

before in advance of, prior to, previous to

for in favor of, for the period/purpose of

if in the event that, if for some reason

in in terms of

later at some future time, at a later date

near in the proximity of

*Direct words* now at the present time, as of this date, as of this
writing, at this point in time

on on the occasion of

soon at an early date, in the near future, as soon as possible, sometime
soon

*Direct words* to in order to, for the purpose of, so as to, with a view
toward

use utilize, utilization of

**3. Strong Verbs**

*Strength* A third key to tightening and improving your writing is to
use strong verbs as in the following example:

Controlling healthcare fraud is important to our employees.

Controlling is an adequate word, but numerous other options are
stronger, such as:

Our employees are dedicated to ending health care fraud.

4\. Hook Lines

Count aloud: One, Two, Three, Four. Unless your message is absolutely
compelling, you\'ll lose the

*Entice* reader's attention in half the time you needed to reach four.
To get -‑ and keep -‑ the reader\'s attention, your openings must hook
them in as in the following:

Cost ‑\-- certainly the premium you pay is important to you.

5\. Focus

A strong reader focus targets what the

*Target* reader will get from your message, rather than what you\'ll
give. For example, rather than starting with:

Health care fraud raises the costs for everyone. Anyone who
intentionally makes a false statement or a false claim in order to
obtain FEHB benefits or increase the amount of FEHB benefits is subject
to prosecution for fraud. This could result in criminal penalties.
Please review all medical bills, medical records and claims statements
carefully. If you find that a provider, such as a doctor, hospital or
pharmacy charged your plan for services you did not receive, billed for
the same service twice or misrepresented any other information, you
should\...

say:

You pay more in health care costs because of those who commit fraud.
They make false statements or false claims to obtain or increase FEHB
benefits. Anyone who commits fraud could be subject to criminal
penalties. You can help fight fraud. Carefully review all medical bills,
medical records and claims statements. If you find that a provider, such
as a doctor, hospital or pharmacy:

‑charged your plan for services you did not receive,

‑billed for the same service twice, or

‑ misrepresented any other information, you should\...

The difference in content may seem small, but remember, you need to get
the reader\'s attention. And nothing interests them more than them.

6\. Interesting Words

Interesting word use tantalizes or engrosses the reader. Tired openings,
such as, Attached for your

*Tantalize*\... review, are definitely out. Instead, show what the
reader should do: Please read through the enclosed brochures\...or why
he or she should care: The information in the enclosed brochures will
inform you of your benefits. Please read them carefully.

Also, avoid boring words and phrases that

*\...don\'t tire!* will turn away even the most intrigued audience, such
as: As you probably know. If they probably know it, then why say it?

Tone

Tone is the way you communicate to someone.

*Manner* For example, when you call a meeting of your own department to
order, you might say this:

Okay, gang, can we get started? We want to keep this meeting under an
hour.

If you were starting a meeting of the entire organization, on the other
hand, you\'d be more likely to say in a voice the slightest bit louder
than the hubbub:

Good afternoon. May I have your attention please?

How do you create an appropriate tone ‑ one that is friendly and
professional? Pretend that the

*Appropriate* reader is standing by your desk. If he or she is a senior
executive, you\'re not about to say: Hi, how the heck are ya? Rather,
you\'d say, It\'s nice to meet you in person. If the person is angry,
you

*Friendly* would try to calm him or her down by saying, How can I help
you? rather than, What do you want?

*Professional* Most of us can negotiate these distinctions in daily
life. In writing, we sometimes bend over so far backward to avoid the
overly familiar, we fall into pomposity.

**Examples** Here are examples of the hyperformal, informal and
professional tones. Note that the professional tone \-- your best choice
for any message \-- captures the seriousness of one message and the
friendliness of the other.

[Hyperformal:]{.underline}

*Dear Ms. Smith:*

*Attached please find a survey to be completed at your convenience
regarding the content to be determined for the communications program
next year. Please*

*Hyperformal answer the attached questions. Then, please return them to
our office by August 15. Your comments will be used in the determination
of content for next year\'s program.*

*If you require assistance, please feel free to call me at extension
#423.*

*Yours sincerely,*

[Professional*:*]{.underline}

*Dear Judy,*

*I enjoyed our lunch yesterday afternoon -‑ thanks so much for your
advice about the manual. As I mentioned then, we are surveying our
colleagues throughout the*

*Professional agency to determine the content for next year\'s
communications program. Could you please answer the enclosed questions
and return them to my office by August 15? Your valuable input will help
us develop next year\'s program.*

*If you have any questions, call me at extension #423.*

*Sincerely,*

[Informal]{.underline}*:*

*Judy,*

*Enjoyed lunch yesterday -‑ thanks so much for the feedback about the
manual. As I said, we\'re doing a survey of other folks in the*

*Informal organization to help us put together a great communications
program next year. Can you help us out by answering the enclosed
questions and sending them along by August 15? This will be a big help.*

*If you have any questions, feel free to call me at extension #423.*

How do you create an appropriate tone -‑ one that is friendly and
professional? Let your tone flow as naturally as possible at first. Then
rewrite to eliminate inappropriate choices or add useful words from the
list on the following page.

*Syntax* Sentence structure or syntax also affects your tone. For most
communications, use complete sentences:

I have outlined various options on the following pages.

However, if you\'re trying to sell an idea, you can significantly relax
the tone by using incomplete or loosely connected sentences:

Want to learn more about our many options? Then call: 800‑555‑2345.

> [Useful words for creating an appropriate tone]{.underline}
>
> POMPOUS CONVERSATIONAL

accompany go with

accordingly so

aforementioned these/the

appeared to be seemed

*Useful words* attributable due

by means of by

compensate pay

considerable large

correspondence letter

facilitate help

foregoing this/these

furthermore also/in addition

inasmuch as because

*Useful words* indebtedness debt

indicates how

informed told

in order to to

in the event that if

possessed had

prior to before

provided that if

purchase buy

*Useful words* similar to like

stated said

terminate end

utilize use

visualize see

whether or not whether

with regard to about

**Brochures**

Your plan\'s brochure should be a road map to both benefits and
administrative processes. For this reason, the writing from headings to
descriptions must be easy for readers to understand.

Regardless of how complex, always make your writing:

\* Active \*

\* Concise \*

\* Jargon‑free \*

\* Lively \*

\* Reader‑focused \*

\* Structurally sound \*

**Bullets**

Bullets are useful when you are listing three or more points and the
reader could get confused. Here are some general guidelines:

 Indent each bullet.

 Be consistent. Use the same kind of structure, whether a sentence or a
phrase, with each bullet.

 Be sure that each item is interesting enough to deserve the spotlight.
You can even bold the name of the subject and discuss it later:

Remember, the following steps are critical:

**Find a primary care doctor**. This person will be invaluable
because\...

**Let your old doctor know that you switched plans.** Your new doctor
will need you records and\...

**Sign your identification card when it arrives.** You should present
your identification card every time\...

 Use at least two bullets.

 Be consistent with punctuation. If you end one bullet with a comma,
end all but the last bullet that way. If you use periods once, use them
every time.

**Beware! Don\'t overuse bullets!** A page with too many bullets is as
difficult to read as a page with long, wordy paragraphs.

**II. USAGE Abbreviating Names**

Abbreviations and acronyms, where you shorten a word rather than spell
it out completely, include such notables as *FBI* and *CIA.* Usually
though, you\'ll abbreviate a lesser-known word that refers to a
government agency or an aspect of the insurance industry. The first time
you mention that word, write it completely, placing the abbre­viation in
parentheses immediately afterwards:

* Health Maintenance Organization (HMO)*

* Identification Card (ID card)*

*M.D. Individual Practice Association, Inc. (M.D.IPA)*

* National Committee for Quality Assurance (NCQA)*

* Office of Personnel Management (OPM)*

* U.S. Food and Drug Administration (FDA)*

> * Joint Commission on Accreditation of Healthcare Organizations
> (JCAHO)*

* Medicare Summary Notice (MSN)*

-   *End Stage Renal Disease (ESRD)*

* Social Security Administration (SSA)*

* Department of Defense (DoD)*

* Department of Veterans Affairs (DVA)*

* Explanation of Benefits (EOB)*

* Explanation of Medicare Benefits (EOMB)*

* Federal Employees Health Benefits Program (FEHBP)*

* Fee-for-Service plan (FFS)*

* Health Care Financing Administration (HCFA)*

* Office of Insurance Programs (OIP)*

* Point of Service plan (POS)*

* Temporary Continuation of Coverage (TCC)*

In most instances, you should capitalize all the abbreviated letters
even if the actual name does not take capitals:

* third-party administrator (TPA)*

* explanation of benefits (EOB)*

* human resources office (HRO)*

In most cases, abbreviations do not take periods. Some exceptions
include *U.S., U.N.* and *U.K.* Unlike other abbreviations, only use
these examples as adjectives with a noun immediately afterward.

-   *U.S. health care is the best in the world.*

Compare the use of *U.S*. with the following example:

Many breakthrough medical treatments are available only in the United
States.

Finally, abbreviate these words when part of a name unless the
organization spells them out:

Company: Co.

Corporation: Corp.

Incorporated: Inc.

Limited: Ltd.

When in doubt, check by calling the organization.

**Abbreviating Addresses**

When writing about a State, be sure to spell out the entire name:

OPM serves Federal employees from California to Massachusetts.

However, you should abbreviate the State name when it follows a city,
county, town, village or military base:

Please send this letter to Jack Smith in Boston, Mass.

*In address...* Whether you are writing the reader\'s address on a
letter or addressing an envelope, always use the State\'s two-letter
mail-code abbreviation with no periods:

Forest Heather

16 Meadowview Ln.

Newton, MA 02812

*In text...* In text, however, do not use the mail code; use the
State\'s recognized abbreviation.

The list below includes the correct abbreviations for 42 states and the
eight states which, according to the *AP Stylebook*, should not be
abbreviated:

Ala. La. Ohio

Alaska Maine Okla.

Ariz. Md. Ore.

Ark. Mass. Pa.

Calif. Mich. R.I.

Colo. Minn. S.C.

Conn. Miss. S.D.

Del. Mo. Tenn.

Fla. Mont. Texas

Ga. Neb. Utah

Hawaii Nev. Va.

Idaho N.H. Ver.

Ill. N.J. Wash.

Ind. N.M. W.Va.

Iowa N.Y. Wis.

Kan. N.C. Wyo.

Ky. N.D.

When writing about an address, you may abbreviate *avenue, boulevard*
and *street*, but only with numbered addresses:

I sent your EOB to 654 Westwood Ave.

Otherwise, spell out the entire address:

The post office forwarded his mail to Lincoln Street.

**Government Documents and Political Affiliations**

*"D-R-I"* When mentioning a political party affiliation, add parentheses
directly after a Senator\'s or Representative\'s name: *D* for Democrat,
*R* for Republican and *I* for Independent, followed by the abbreviated
State name, [not]{.underline} the mail code:

(D-N.Y.)

(R-Alaska)

(I-Vt.)

*Public Law* If you are writing out public laws and Senate and House
bills, spell out the complete name first, then abbreviate:

At the meeting, the Vice President discussed Public Law 94-766. Later we
received handouts which discussed P.L. 94-766 in great detail.

**Times and Dates**

*a.m./p.m.* For an appointment, when you need to specify whether you
mean morning or afternoon, use *a.m.* and *p.m.* with periods after each
letter:

We should sign the application at 11:00 a.m.

*High noon* Also, write *12 noon* and not *12:00 p.m.* or *12 (noon)*:

We must receive your request by 12 noon.

*Month* When you write a letter, always spell the month:

October 7, 1998

Jane Smith

1234 Road Way

Newton, MA 02812

Also write out the entire month when it stands alone or with a year
only:

We expect to be sending out that brochure at the end of May.

January 1998 was an excellent month for our department.

Where the date stands alone, such as on an agenda or document cover,
spell out the month for a more professional and formal appearance.

*Commas* Finally, use a comma between the day of the month and the year
as well as between the year and the following word:

The United States and Japan reached an agreement on October 1, 1994,
that may lead to more open Japanese markets with respect to trade in
certain goods and services.

Don't use a comma between the month and year:

We introduced the program in February 1991.

**Dimensions and Amounts**

*'-"-#* Be sure to spell out *inches*, *feet, yards, pounds* and other
measurements.

The Director will present the Merit Award to Arnold Air Force Base for
manufacturing aircraft engines able to produce 100,000 pounds of engine
thrust.

*\$\$\$* Dollar amounts, however, use the dollar sign. For amounts under
\$1 million, include the zeros; spell out amounts over \$1 million,
using a decimal if necessary:

Covered expenses for diagnostic tests, procedures and prescription drugs
to identify and treat infertility are limited to \$5,000 per person per
lifetime.

The lottery jackpot is \$2.5 million.

**Appropriate Use of the Organization\'s Name**

*OPM* Use *U.S. Office of Personnel Management* (OPM) the first time you
cite the name; afterwards *OPM* is acceptable.

**Capitalization**

*Cap?* When should you capitalize words? The following guidelines will
help:

Always capitalize complete names of political parties, rivers, streets
and locations.

Capitalize common nouns when they form a complete name, as in these
cases:

She lives on Cole Street.

Please ask your congressperson in the Democratic Party to repeal the
bill.

If you have questions, contact the Humana Health Plan.

When those common nouns are plural, referring to two or more places or
things, do not capitalize:

The building is located between State and Boylston streets.

We want to enlist the support of representatives from both the
Democratic and Republican parties.

Health plans must submit proposals by May 31.

**Words Formed From Formal Nouns**

In some cases, you may use a proper noun --- a name that gets
capitalized --- to describe something else. Look at these examples:

The United States health care system has numerous advantages.

Inventiveness is an American tradition.

Capitalize locations when they refer to specific areas --- but not when
they refer to directions.

\-- the Northeast \-- driving northeast

Sometimes, the name of a place includes its geographic location:

Federal employees from Northern Maine to Southern California are meeting
their health care needs with the Federal Employees Health Benefits
Program.

*Work names* **Names of Organizations, Institutions and Corporations**

When writing the names of large organizations, capitalize the
significant --- not the connecting --- words:

Your provider, CapitalCare, Inc., cannot authorize coverage for that
prescription drug because the U.S. Food and Drug Administration
considers it experimental.

Parts of organizations, such as departments and divisions, are
capitalized as part of a full name and when they stand alone:

Show these figures to the Planning and Evaluation Division..

Call the Division for further information.

Contact the Plan's Member Services Department.

**An Individual\'s Title**

*Titles-people* When a title appears before a person\'s name, capitalize
it as in this example:

Inspector General Jim Smith will talk about ending Medicare fraud at
next month\'s conference.

Assistant Director Frank Titus will attend the meeting.

When a title stands alone or is separated from the subject by a word or
several words, don\'t capitalize it. Here are two examples:

Ed Flynn, an associate director at OPM, wrote an article for the latest
issue of National Health Care News.

If you have questions about health care fraud, call or write the
inspector general.

**Significant Words in the Titles of Publications, Newspapers and
Magazines**

*Titles-articles* Generally, capitalize the key words in titles of
articles, products, programs and publications. Examples include:

If you still have questions, download and print the Guide to Federal
Employees Health Benefits,

You may select one of several Fee-for-Service plans.

When writing about newspapers, magazines and newsletters --- beware.
Some include *the* in their names such as *The Boston Globe*. Others do
not. The surest way to find out: call the publication and ask.

[Always italicize newspapers\' names.]{.underline}

**Numbers**

*Numbers* At some point, most business writers get confused about when
they should write a number and when they should use numerals. Presenting
numbers the right way is important, however, for making a communication
as professional as possible. The following are essential rules:

Write out numbers below 10 as in this example:

Please respond with three days of receiving the request.

Use numerals for numbers 10 and above:

We offer a 24-hour hotline.

Write out the ordinal numbers *first* through *ninth* when discussing
time or location:

June 10 was the first time I spoke with you. The second time was on
August 23.

*Numbers* If you\'re using ordinal numbers as part of a name, however,
use their numerical form in this way:

Orientation workshops are offered to all new employees working the 1st
and 2^nd^ shifts.

Write out two-word amounts over 999,999 by presenting the numerical
amount followed by the written amount in this way:

FEHB plans paid \$10 billion in claims last year.

Write out numbers at the beginning of a sentence:

One million Federal employees are able to meet their health care needs
with the help of the FEHB program.

But it is usually better to recast the sentence:

We help more than one million Federal employees meet their health care
needs.

*Numbers* In addition, use a hyphen to connect written numbers where the
first ends in *y* as this example shows:

Our new management team includes more than sixty-one professionals with
offices around the world.

*½ a loaf?* In text, write out fractions less than one, using hyphens
between words:

Your copay is equal to one-half of all charges for the first 30 days you
are in the hospital.

*Numbers* Use numerals for ages, times and financial amounts:

More people are living to the age of 100 than ever before.

You will pay a \$10 copayment per office visit.

The meeting is at 3 p.m.

*Phone #s* With telephone numbers, use numbers with dashes between them
as in this example:

If you have any questions, please contact me at 202/555-5500.

Write toll-free long distance numbers this way:

You can reach an investment representative at 800-555-5555.

Don\'t bother to say *toll free* with 800, 877 or 888 numbers; that is
redundant.

*1..2..3....* Finally, use numerals if you\'re explaining something
sequential. For example, you may be explaining how to file claims for
non-Plan

providers. Or perhaps you\'re explaining to a new member how to get the
most from their coverage. With lists like these, use numbers to guide
the reader from one point to the next as in these examples:

The health care system works best when you take the time to become
informed. As a responsible consumer, you should:

1\. Read and understand your health benefits coverage, limitations and
exclusions, health plan rules, and procedures to follow when seeking
care.

2\. Work with your physician to develop and carry out a plan to treat
your injury, illness or condition.

3\. Practice healthy habits.

**Punctuation**

*Punctuation* Punctuation, like other aspects of the English language,
is loaded with rules. There are far too many rules to discuss here. So
this section contains the most common rules you\'ll need to know, such
as the correct placement of commas and the appropriate position of
apostrophes with plural possessive nouns.

***1. Apostrophes***

*Possessive* Use apostrophes to show when one person or thing owns or
possesses another. For example, if you were writing about the benefits
within a certain health plan, you would say:

The High Option Plan\'s dental benefits include diagnostic, preventive
and restorative services.

The apostrophe above shows that the benefits belong to the plan**.**

*Not possessive* Sometimes, it is difficult to decide if the
relationship is possessive. The AP Stylebook gives a useful way to
decide whether the relationship is possessive. Reverse the words and see
whether *of* or *for* fits the case. If *of* fits, the use is
possessive. If *for* fits, the use isn't possessive and would not take
an apostrophe.

Two exceptions in the insurance industry are the Federal Employees'
Group Life Insurance Program and the term workers' compensation. If you
reverse the order and use *compensation of workers*, the meaning would
be labor costs, which does not describe the program. Compensation for
workers is more descriptive of the program, and would usually mean no
apostrophe is used. The program, however, is formally named workers'
compensation in the legislation that created it. Since the apostrophe is
part of the name, use it in your correspondence. If the apostrophe is
not part of a name, use the rule mentioned above.

*More rules...* Here are other rules that will help you create
professional documents:

 When a name ends in *s* place the apostrophe at the end.

Yesterday, I contacted Mr. Jones\' workplace, but he was not available.

 With a possessive involving two or more subjects, determine whether
both parties own the item separately or together. In the below case, OPM
and its partners share the same merits. So, you only need one apostrophe
for both of them.

OPM and its partners' policy \...

 In the next example, separate plans have something in common. So, you
need two apostrophes to cover both.

The High Option Plan's and Standard Option Plan's benefits \...

 For plural nouns that end in *s,* place the apostrophe at the end of
the word as in this example:

We collated our members\' addresses and will send the letters tomorrow.

 Some plural words do not end in *s.* In these cases, add an s at the
end of the word:

We would be glad to add your children\'s names to the account.

Use an apostrophe when letters and numerals appear as symbols:

The confusion resulted from your 8\'s looking like 3\'s on your
application.

**2. Colons**

*Brief stop* If the world of punctuation could be broken into traffic
signals, then a colon would be a blinking red light telling the reader
to stop briefly. Colons also provide interesting alternatives to typical
sentence structure, creating a lively and interesting message.

Use a colon when introducing a series, whether bullets, numbers or
commas connect each item:

For each plan you are considering:

Check the benefits,

Check the premium, and

Check to see if your doctor participates.

Be sure that the break in your sentence occurs naturally. Here\'s an
example of a common colon [mistake]{.underline}:

Some of the materials we need are: a signed copy of the police incident
report, injury summaries for the last four years,

copies of your bills, a signed copy of the enclosed form.

Instead, you would write:

Please send these materials: a signed copy of the police incident
report, injury summaries for the last four years, copies of your bills,
and a signed copy of the enclosed form.

You can create language that is more interesting by using a colon
between two sentences when the second explains, illustrates or
summarizes the first:

Thank you for your letter Monday: We want to hear how we are doing.

**3. Commas**

*Separate* Commas are, perhaps, the most widely used --- and abused ---
form of punctuation. Their function is a simple one: to separate various
parts of a sentence so the message is smooth and clear.

Use commas to join two complete sentences with *and, or, nor, for, but,
yet* and *so.*

Remember: a complete sentence has an actor and an action and can stand
alone. Here\'s an example:

You will receive the information you requested, but you must call
800-555-5555 to obtain the necessary forms.

If you\'re joining two short sentences, don\'t bother with the comma:

Fred mailed the information kits and Sue called the customers.

Don\'t forget commas after introductory words and phrases as in these
examples:

 First, sign the enclosed claim form.

 On Friday morning, I received your letter.

Commas separate items in a list so your message is clear:

To get the most benefit from the seminar, please bring a pen, paper and
a list of any questions you might have.

We are looking for a representative who is smart, articulate and
customer focused.

Do not add a comma before the *and* or other conjunction toward the end
of the list unless it is necessary for clarity.

Use commas when you are adding *nonessential* or secondary information
to your sentence as in these examples:

The service area for this Plan, where Plan providers' facilities are
located, is described on page 13.

The decision, I think, needs some rehashing.

Be sure to place a comma between a city name and the state or nation in
addresses and written material:

He was injured in Dublin, Ireland, but treated in Boston, Mass.

Michael Summer

1234 Lilac Lane

Chelsea, MA 02164

*With ""* Always place the comma inside quotation marks, even when
you\'re only quoting one word or phrase:

Although the enrollee said he found the application "complicated," he
seemed pleased with the overall process.

**4. Hyphens**

*Join* Hyphens, perhaps the most creative punctuation marks, join two or
more words to create a single word. Before constructing your own
hyphenated words, or using a hyphen in a health insurance term, check
the following rules:

 These prefixes take hyphens: *all, cross, ex, half, ill* and *well.*
Examples:

Even when patients think they're all-knowing, you must be polite.

We received your letter requesting that we take your ex-husband, Paul
Rummel, off your plan.

 The prefix *self* also takes a hyphen when it is not naturally part of
the word:

We want our customers to see that we provide excellent service because
of professionalism, not self-sacrifice.

 The suffix *elect* also takes a hyphen:

The Governor-elect will speak at our next meeting.

 Use a hyphen if the word that follows is capitalized:

Non-Medicare providers are not entitled to payment of more than 115
percent of the approved amount.

 Don't use hyphens with these prefixes and suffixes:

anti pro

co pseudo

counter re

extra semi

fold sub

infra super

intra supra

like ultra

non un

over under

post pre

 In some cases, hyphens are appropriate when the word that follows the
prefix begins with the same letter: *pre-existing, anti-imperialist.* In
other cases, no hyphen is used: *underreported.*

 When writing out two-word numbers, use a hyphen:

Twenty-three of our customers called to discuss the notification.

**5. Italics**

*Versatile* In addition to other functions, italics have take the place
of underlines. Here are some basic italic rules:

 Use italics when writing the names of publications, books and other
longer works.

Health Care Weekly featured the Federal Employees Health Benefits
Program in an article last month.

**Unfair and Deceptive Advertising**

*Above board* The FEHB Program does not allow unfair and deceptive
language when writing advertising and marketing materials. FEHB
contracts contain the specific rules and guidelines a plan should
follow. Keep these general points in mind when writing sales and
marketing materials:

 Do not omit information that your readers need to know.

 Do not use ambiguous or confusing language that could lead an ordinary
consumer to draw a false conclusion.

 Always use accurate words when describing coverage. Avoid words such
as *all, full*, *complete, comprehensive* or *unlimited* that exaggerate
the terms of a policy and mislead a consumer. Only use words such as
*free, no cost* and *no additional cost* when they are completely true.

>  Review your FEHB contract for specific guidelines governing
> advertising.
>
>  Finally, use plain language. This guide has techniques and hints for
> writing plainly; make it available to the those who write brochures
> and letters to members.

**Standard and Nonstandard Usage**

*Ah, change* The English language changes slowly, but it changes too
quickly for some people. Some words that we all use --- *intensify* is
an example --- were challenged when they first appeared. That goes for
new uses for old words, too, especially those that make verbs out of
nouns or adjectives. A current list of disputed words would include:

[Nonstandard Standard]{.underline}

finalize make final, conclude

impact (as a verb) have an impact on, affect

contact (as a verb) call or write, make contact with

service (as a verb), serve

comprised of consists of

(as a passive verb)

partner (as a verb) join with

leverage (as a verb) lever, provide leverage for

*Use standard* Use standard usage. Why? If you use, *impact* as a verb,
10 to 20 percent of your audience will gnash their teeth and mutter. The
rest of the audience will take it in stride. If you use *have an impact
on* or *affect*, no one will object.

Another error you should avoid is using *over* instead of *more than,*
especially when it looks contradictory, as in:

Over a 20-percent reduction

Instead, use the following: *A reduction of more than 20 percent*

**Other Rules**

*More rules...*  **However.** For more lively language, avoid using
*However* to start a sentence. Instead, place it, within commas, just
after the word it most closely modifies, as in the sentences that
follow:

Your application, however, is not complete.

Your application is not complete, however.

-   **Restrictive and Nonrestrictive Clauses.** Compare the two
    sentences that follow:

Enrollees who educate themselves about their benefits will get the most
out of their health plan.

The National Committee for Quality Assurance, which was established in
1992, evaluates how well an HMO manages all ways it delivers services to
members.

In the first sentence, *who* \-- with no comma before or after \--
introduces a restrictive clause. Not all individuals will get the most
out of their health plan; the possibility is *restricted* to those *who
educate themselves about their benefits.* In the second sentence, the
clause introduced by *which* \-- set off by commas \-- is a
nonrestrictive clause. This phrase could be left out entirely, and the
meaning of the main sentence would remain unchanged.

IV. **FORMAT** **Letters**

Here is a typical letter. We will take a look at each part.

Paragraph style: Left justify; watch your margins.

Writer's Address: Plan XYZ (On letterhead )

Date Line: June 1, 1998

Reader's Address: Jim Parr

Mt. Edwards Systems, Inc.

31 Rightward St.

Bellingham, MA 02015

Salutation: Dear Mr. Parr:

Introduction: I am sending along the information which we discussed on
Friday. As I mentioned, your benefits brochure will provide answers to
specific questions that might come up regarding procedures, copayments
and other matters.

Body: Your first step is to select a primary care physician who is part
of our network of physicians and other health professionals. This is
especially important since, if you need a specialist, your physician can
refer you to the right one. You may want to look into some of our other
programs now such as smoking cessation classes, our 24-hour nurse
hotline, our health fairs and more.

Closing: Call between 9 a.m. and 5 p.m. Monday through Friday if you
would like more information.

Complimentary

Closing: Sincerely,

Signature Block: William Thorton

Enclosures: You can choose how you want to show the

enclosures.

Email: Email messages can be informal.

**Paragraph Style**

*Left Justify* When writing for the Office of Personnel Management left
justify all paragraphs. Do not indent. This gives the letter a clean,
streamlined look.

**Margins \--** For letters, use the following format:

Side margins: 1.5 to 2 inches

Top margin: 2 ½ inches from the top of the page to the first line of
text.

Bottom margin: at least 1 inch from the bottom of the page to the last
line of text.

**Writer's** **Address**

 If you are using stationery with your name and address on the top,
you do not need to place your name in the writer's address.

**Date** **Line**

 The date line is exactly what it says: the line for the date. The
order of the date is month, day and year:

*June 15, 1998*

Center the date at the top of the first page.

 **Reader's** **Address**

 The reader's address should contain the person's name, title, company
name and complete address. Use *Mr.* or *Ms*. unless the reader
indicates a preference for *Miss* or *Mrs*. in the letter to you. If you
don't know the person's gender, just use the full, formal name:

*Lee Smith*

*101 Farm Street*

*Jamaica, NY 11434*

*title* In some cases, you can address your reader by a professional
title:

*Dr. Moss*

*Professor Fuller*

When writing to an attorney, abbreviate the title *Esquire* as follows:

*Edward J. Smith, Esq.*

*Janet Morrow, Esq.*

While you use a comma before *Esq*., you don't need one before *Jr*.,
*Sr*. or *III*.

Place the person's title on the following line when applicable. If the
title is especially long like *Assistant Senior Manager of Internal and
External Operations*, break it into two lines and indent the second line
two spaces.

*company* Write company names exactly as they appear on the stationery.
In the address, spell out *Street*, *Road*, *Avenue*, etc., and spell
out numbers under 10:

*One Beacon Street*

*Two Morningside Road*

*State* Remember, when writing the state in the address, use the Post
Office's standard two-letter abbreviation like NY for New York and TX
for Texas.

Thus, a letter to a professional might look something like this:

*Richard Hopkins, CPC*

*Principal*

*Hampshire Staffing Group, LLC*

*20 Park Plaza, Suite 242*

*Washington, DC 20005*

A letter to an individual would look like this:

*Mr. Richard Hold*

*12357 Village Green, Apt. #25*

*East Providence, RI 02915*

**Salutation**

 A salutation is your way of saying *hello*. Since your main objective
when writing a letter is to get the reader's attention, be sure to
personalize your message. For this reason, try to open the letter with a
person's name. If you can't, then write *Dear Sir or Madam*. Never use
*To whom it may concern*.

If you've established a relationship with your reader, you can address
the letter with the first name:

*Dear Ron,*

Otherwise, you have several choices. The best is to use *Mr*. or *Ms*.
before the person's name. As mentioned, you should use *Mrs*. or *Miss*
if the reader has indicated this preference:

*Dear Ms. Williams*

Occasionally, you won't have any way of determining the reader's gender.
In that case, use the person's full name:

*Dear Lesley Howard*

Since *Lesley* could be a man or a woman, you save yourself potential
embarrassment. When writing to an individual within an organization,
some people prefer to do a little advance spy work and call to ask the
receptionist, secretary or fellow employee to determine the reader's
gender. You should also call if you have any doubt about the reader's
title, address or the correct spelling of his or her name.

As mentioned, you can also use a title with some professionals. This
technique is appropriate only when the title sounds natural before the
name. *Dear Manager Boyle*, for instance, seems odd. However, *Dear
President Lee* and *Dear Dr. Mannings* are fine.

The next question is whether to use a colon, comma or dash after the
salutation. Generally, the colon is more formal and is appropriate for
everything from daily business letters to invitations to, say, a
\$5,000-a-plate fund-raising dinner:

*Dear Governor Winthrop:*

**Introductory** **Paragraph**

*First* First paragraphs function in the same way as an introduction
between associates. They establish a connection between the writer and
the reader and explain the purpose of the letter. Begin your
introduction two lines below the salutation. Be brief: generally, don't
go farther than a quarter of the page. In fact, most introductory
paragraphs are only a few lines. A big block of information is usually
foreboding, and the reader will be more comfortable with small,
organized pieces. On the other hand, avoid one-line paragraphs, which
seem skimpy.

Remember that your first paragraph may be the only one your reader will
read. For this reason, always start with a hook where you draw an
immediate connection with the reader. For example, you could say:

Thank you for sending us the completed forms.

or:

As I stated on the phone last Wednesday, you must send us copies of your
prescription receipts before we can reimburse you.

The next three or four lines are your action statement: They give your
readers information they need to know to take the action you want. This
is especially important since your reader pays the greatest attention to
the first paragraph. After this, the reader typically skims the body or
puts the letter away.

Here are two examples of action statements:

Thank you for sending us the claim forms. We will process them by the
end of the month and contact you at that time.

In this case, you want the reader to know --- rather than do ---
something. This is a *passive* action. Now, look at this example:

As I stated on the phone last Wednesday, you must send us the correct
information before we can reconsider reimbursing you. I have enclosed a
new set of forms and a list of specific information and support
materials that you must send us.

Here, the reader needs to actually *do* something, which is an *active*
action. Do not confuse this idea with the passive and active voice,
which addresses sentence structure.

**Body**

 The body of your letter provides the reader with details about your
main point. The material must look concise and readable. Here are some
pointers for creating interesting-looking paragraphs in the body:

Restrict each paragraph to eight to ten lines.

Beware of one line paragraphs --- they appear skimpy and tend to float
on the page.

Be sure to separate your paragraphs.

If you have numerous steps or points, use bullets.

Equally as important, your information must be in clear, logical order.
The best option is to determine the order *before* you write the letter,
considering the type of information you want to include. Remember, never
save the most important points for last: the reader may not get to them.

Here are some orders to choose from:

***Cause* and** This order is when one point directly affects

***effect:*** another. The transitions include *so*, *therefore* and
*as* *a* *result*. Look at this example:

Our brochure reads, "If you or a covered family member move outside the
service area, you may enroll in another approved plan." Therefore, you
may select another carrier now, before open season, since you now live
outside the ABC Care service area.

***Chronological:*** Here you present the reader with information in a
sequential order, usually the order in which events occur. Your
transitions are time based, numerical, or *first*, *next*, and *then*.

Mr. Miller's health declined dramatically in May of 1996. First, he
began experiencing shortness of breath. Next, he had trouble walking and
showering. Then, he started spitting up blood.

***Equal facts*:** Provide the reader with a list of equal information.
Transitions include *and*, *also* and *finally* and many other phrases
that do not indicate a relationship between points. Here is an example:

As an ABC Health Care member, you must live or work in our service area.
Also, you must choose one of our participating providers as your primary
care physician. Finally, in an emergency situation, you may seek care
outside our service area from a non-participating provider.

***Order of*** Here you state the most important point first,

***most-to-least*** then the less important ones. This structure

***importance*:** may appear to be in *equal facts* order, but

one point is more important than the next.

**Second Pages**

*Page 2* According to one old saying, if you give the reader a two-page
letter, he or she won't read either page. But, what if you have more
information than will fit on a single page? The answer's easy: create
enclosures with lists, paragraphs or bullets highlighting new
procedures.

Sometimes though, you just have to write a second page. In these
situations, type the reader's name at the top left margin. Type the page
number on the same line at the right margin, as in this example:

*John Harrison Page 2*

**Closing Paragraphs**

*Saying* The last paragraph is where you make future

*goodbye* plans and mention enclosures such as articles, forms or
information sheets. Be sure to keep your closings short and sweet:

I hope you find the enclosed copy of The American Medical Association's
Guide to Your Family's Symptoms helpful. Please contact me if you have
any questions.

We are interested in your comments. Please call us at 831-7300.

Try to be as specific as possible so you sound sincere. If you have
special hours when the reader can reach you or an extension number,
mention them.

Unless the reader has actually done something for you, avoid *Thanking
you in advance*, *Thank you for your attention* and other variations on
the thank you theme. It's presumptuous and unnecessary.

**Complimentary Closings**

Begin your closing at page center, two lines below the end of the last
paragraph. Use *Sincerely* as your closing.

**Signature Block**

 At the end of your letter, leave four lines of blank space for the
signature, then type the name of the person the letter is representing
with the person's position one line beneath that:

Sincerely,

Frank Antonides

Executive Director

**Enclosure Line and Copies Distributed**

Let the reader know that you have enclosed materials by including an
enclosure line two spaces beneath the typed signature at the left
margin. You have several options:

Enclosure

3 Enclosures

Use *Enclosure* when you enclose the information in an envelope*.* If
you literally attach the information with a paper clip or staple, as you
do with an internal memorandum, use *Attachment.*

The letters *cc,* stand for *carbon copy*. They follow the enclosure
line and lets the reader know that you sent the letter to someone else.
Usually, list the names in alphabetical order or order of rank:

cc: John Harte

Rhonda McBride

Ken Nealy

cc: Office of the President

Senior Manager

**[Email]{.underline} Email**

Since electronic-mail messages are the newest form of written
communication, no rigid conventions govern their use. And, you don't
have to worry about format because you can't know how your message will
look on your reader's screen. Still, review the following points before
hitting the *Send* button.

**Subject**

Your subject line should headline your message concisely. It should
immediately say something interesting to your reader. And, it should be
short enough (20 characters or so) so it won't get snipped in
transmission. If you are sending to an email box shared by two or more
people, use the subject line to state the name of your reader:

For Bobbi: Advisory Committee Meeting

**Salutation**

Email messages don't need a *Dear Tara Sharpe* opening, but politeness
is always a plus when you first write to someone. After you've
established a relationship, you can drop the greeting.

**Body**

Since people write, read and reply to email quickly, misunderstanding
can grow with lightning speed. For this reason, use short paragraphs and
direct, factual sentences. Also, avoid *flaming* (exchanging nasty
messages). Instead, use the polite and professional tone appropriate for
mailed and faxed communications.

Remember that the Internet transmits only standard typewriter
characters. Long dashes, curly apostrophes and quotation marks, accent
symbols and other characters get scrubbed out, or changed into
mysterious combinations --- such as \^N --- when they enter the
Internet. To emphasize words or indicate the title of a book or other
work, type \*asterisks\* or ­\_underlines\_ on either side of the phrase:

\*The Home Medical Advisor\*

­­\_Submitting a Claim Form­\_

*Don't Shout!* Avoid typing in ALL CAPITALS, which some people interpret
as shouting.

**Signature**

A signature is unnecessary in most email messages. But when writing to
strangers, it's helpful to sign your message with your name, title,
company and email address for replies:

John McBeal

Executive Director

Office of Personnel Management

John_McBeal@OPM.gov

Including a phone number is also helpful.

Don't succumb to the temptation to add cute artwork, clever quotations
or unnecessary disclaimers.

**Reply**

When you reply to someone else's email message, some programs copy the
original message on the bottom of the new one. If you can, edit that
material so that it includes the parts of the message that you're
addressing. Include only relevant data.*Introduction* We hope this plain
language guide will help you and your health benefits colleagues write
better letters and publications. Although this guide is not meant to be
the final word on program policies, procedures, or plain language
techniques, it has valuable information on three keys to plain language
writing -- style, usage, and format. You will want to keep this guide as
a reference tool, to help you prepare accurate and user friendly
publications and letters.

Writing plainly is good business. One year ago, on June 1, 1998,
President Clinton issued a Presidential Memorandum on plain language and
we started our initiative. We've been busy. Our first step was the
lively presentation Susan Benjamin, *Words at Work, International*, gave
at our fall carrier conference. Since then, we convened a plain language
work group -- that included industry representatives -- to help us
refine health benefits publications. And Susan \-- a noted authority on
plain language \-- helped us develop this plain language guide.

Special thanks go to the work group members and insurance programs staff
who were always ready and willing when we asked them to clear text or
ideas for this guide. We could not have completed this project without
you.

Last but not least, credit goes to the Office of Insurance Programs.
Ellen Tunstall and Frank Titus provided direction and support, Mike
Hodges, the project leader, nurtured the guide from rough draft to
finished product, and Agnes Kalland edited and formatted it.

*To comment* If you have questions regarding the plain language guide or
if you have any suggestions for additional information which might be
useful, please share your ideas with the Office of Insurance Programs on
202/606-0745. Send written comments to Mike Hodges, Office of Insurance
Programs, Office of Personnel Management, 1900 E Street, NW., Room 3415,
Washington, DC 20415, or by email to <mjhodges@opm.gov>*.*

I. STYLE Active Voice 1-1

Use: - the traditional active voice 1-1

\- sentences that include an actor 1-2

\- strong, active words 1-3

\- *tion* or *ly* in the correct way 1-4

Concise word use 1-4

Jargon 1-6

Lively word use 1-8

\- Specific words 1-8

\- Fresh or direct words, phrases 1-9

\- Strong verbs 1-11

\- Hook lines 1-11

\- Focus 1-11

\- Interesting words 1-13

Tone 1-13

\- Hyperformal 1-14

\- Professional 1-15

\- Informal 1-15

\- Syntax 1-16

\- Useful words 1-17

Brochures 1-18

Bullets 1-18

II\. USAGE Abbreviating names 2-1

Abbreviating addresses 2-3

Government documents 2-5

Times and dates 2-5

Dimensions and amounts 2-7

Appropriate use of organization name 2-7

Capitalization 2-7

Words formed from formal nouns 2-8

Work names 2-9

An individual's title 2-10

Significant words in titles 2-10

Numbers 2-11

Punctuation 2-14

\- Apostrophes 2-15

\- Colons 2-17

\- Commas 2-18

\- Hyphens 2-20

\- Italics 2-22

Unfair and deceptive advertising 2-23

Standard and nonstandard usage 2-24

Other rules 2-25

\- However. 2-25

\- Restrictive/nonrestrictive clauses 2-25

III\. Format Letters 3-1

Paragraph style 3-2

\- Margins 3-2

Writer's address 3-3

Date line 3-3

Reader's address 3-3

Salutation 3-5

Introductory paragraph 3-7

Body 3-8

\- Cause and effect 3-9

\- Chronological 3-9

\- Equal facts 3-10

\- Most-to-least importance 3-10

\- Second pages 3-10

Closing paragraphs 3-11

Complimentary closings 3-12

Signature block 3-12

Enclosure line and copies distributed 3-12

Email 3-14

\- Subject 3-14

\- Salutation 3-14

\- Body 3-15

\- Signature 3-15

\- Reply 3-16