• Using subject matter-specific labels
  Sometimes writers are reluctant to use headings that seem obvious. They are afraid of insulting the reader. However, the writer is usually holding the information in long-term memory; the information “feels” much more obvious to the writer. The reader is seeing the information for the first time. Specific sub-headings do not seem repetitive or obvious to the first-time reader. The more specific, the better.
  The following examples shows how some sub-headings in the letters could be made even more specific.
  Before:
  Your CPP disability payments
  After:
  Your CPP disability payments will start again
  Before:
  Confirming our telephone conversation
  After:
  Your CPP disability payment will continue
  Before:
  Staying in touch
  After:
  Keep us updated
  Before:
  If you have questions
  After:
  Call us if you have questions

2) TONE

Tone is the way writers use language, consciously or unconsciously, to evoke an emotional response. This can be a difficult aspect of writing, particularly when conveying important information to a potentially vulnerable audience, such as people on disability benefits. In any information for the general public, it is best to establish a tone that is direct, factual and helpful.

• Addressing the reader in the second person
  All of the sample letters to clients made very effective use of the second person singular or “you” form to address the reader directly. For example, “It is important that you contact us as soon as possible about any changes in your situation.”
  This has a much more immediate tone than the third person – “The recipient must contact Income Security Programs as soon as possible about any changes in their situation.”
• Overly formal tone
  A tone that is overly formal or bureaucratic will discourage the reader from taking necessary actions. The sample documents almost never fell into this trap.
  The way that tone is conveyed is a very subtle business, however, and even small things, like the use of capital letters, must be watched. Consider the difference in tone between this instruction:
  -- IMPORTANT –
  KEEP THIS LETTER FOR YOUR RECORDS
  … and the same message, conveyed without the“shouting” feeling of the capitalization: Important: Keep this letter for your records.