Earlier this month, owners of late-model Lexus vehicles found their navigation systems flailing. Lexus eventually apologized, but its statement is a classic example of how to use the passive voice to evade blame — or even a clear explanation. According to Forbes, an unknown number of 2014-2016 Lexus vehicles experienced the glitch, which caused the center…
Joel Gascoigne, CEO of social media tool startup Buffer, shared a 3500-word post in which he explains why he’s laying off 10 of his 94 employees. In contrast to bloodless posts from the likes of Intel and Microsoft, it indulges a different sin: oversharing. A lot of my correspondents forwarded Gascoigne’s post to me, hoping…
Facebook increasingly defines our ideas about truth and news, so they really ought to work a little harder to block completely fake and misleading advertising. If you aspire to be the safe playground everybody plays at, you don’t leave broken glass lying around — let alone take money from the people who scatter it there. What are…
I take a lot of shit for telling people to avoid passive voice. But here’s the thing: passive voice hides things. It creates a distance between the writer and the reader. I actually considered writing a whole book on it called “Passive Evil.” You think that’s too strong? Well, I’ve just reviewed all my posts on passive voice and…
Fear makes people hide their meaning with extra words. It backfires. We know you’re afraid. Adding words make people less likely to trust you. A friend forwarded me an excellent example: a 414-word missive about financial improprieties in the school district of Northborough/Southborough, Massachusetts. I know how this letter must have developed: a panicked set of people at the…
There is no better way to tell the hard truth than with a joke. First, the audience laughs. Then they think “why is this funny?” Then they get your point. Then they change. That’s why Chris Rock’s Oscars monologue was so telling, while Motion Picture Academy President Cheryl Boone Isaacs’ apology was so pathetic. Humor…
The Donald Trump campaign’s 271-word statement about skipping the next debate is short, clear, and free of jargon. But it could have been much shorter, only six words: “I am afraid of Megyn Kelly.” I believe his strategic calculation was that this debate would not help him — people already know who he is — but that tangling again…
Three organizations have screwed up recently: The Motion Picture Academy nominated zero actors of color for Oscars, Chipotle made its customers sick, and the Boston Globe couldn’t deliver papers. I wanted to follow up on my recent posts about Chipotle and the Globe, and see if the Academy Awards folks could do any better. All three needed to…
Chipotle Mexican Grill’s CEO Steve Ells is “deeply sorry” after 141 of his customers in Boston College contracted Norovirus. This comes in the wake of virus outbreaks in nine other states over the past year. The restaurant chain has deployed a team of copywriters to solve the problem. Their efforts on the company’s website gave me a stomachache….