A few weeks ago, I made a huge mistake.
I blogged under the influence of wine.
And not just one glass. After a couple generous pours, I sat down at 10:30 PM to crank out what I believed to be the most compelling piece of literature ever to be revealed to mankind. Because, there’s nothing that seems more logical after a half bottle of Apothic Red than to immerse yourself in the intricacies of WordPress.
The next morning, I hopped on the computer, sweating bullets of anticipation to reread the sure-fire masterpiece that emerged from my mind the night prior. What I discovered instead, in my newfound state of clarity, was appalling. If only I had heeded the advice of Ernest Hemingway: Write drunk. Edit sober.
There’s nothing that irks me more than careless typos, grammatical ignorance, and other like sins of the writing world. And here I was, staring at numerous, unequivocally blatant errors of my own doing.
Wait a minute…did that incorrect subject/verb agreement just snicker at me?!
In marketing communications, we often talk about the quantitative impact of an error:
500,000 brochures shipped nationwide, printed with an incorrect price that requires a reprint = $1,000,000 mistake
There’s also a qualitative component, however, that in the long run can be even more devastating than that short-term robbery of your marketing budget.
Numerous business studies have found that writing errors negatively impact a customer’s perception of you and your company – in more ways than one. And if you think that little typo on your flyer went unnoticed, or that “no one really cares” if you accidently misspelled “jalapeño” on your restaurant menu – think again. Consumers are highly judgmental and unforgiving creatures.
Larry Beason is a professor of English at the University of South Alabama. In his study, he had business people read error-filled documents, and then tested their reactions. Here’s what he concluded:
- Errors create confusion regarding meaning
- Errors affect a person’s credibility and image
- People tend to brand writers who make mistakes as “hasty”, “uniformed”, “careless”, “lazy”, “uneducated”, and “uncaring”
Just as errors reflect on the individual, the individual reflects on the company. Beason noted that interviewees explicitly stated they saw these writers as poor representatives of the company. One businessperson said, “Errors tell what your company’s like.”
Enter the halo effect.
The halo effect is a cognitive bias which states that humans tend to apply generalized opinions of people and entities based on one element.
In short, the above noted negative perceptions associated with your bad writing are likely to be attached to your company. Bad writing = bad company.
Let’s take this a few steps further. Negative perceptions will tarnish your brand identity, can be cause for outside investors to jump ship (or not even board the ship in the first place) and will decrease your customer lifetime value (CLV). Depending on the size of your company and industry, these damages can equate to thousands – if not millions – in lost profits over time.
Good grief. The ramifications of those seemingly meaningless typos sure did escalate quickly, huh?
Marketing communications are the conduit for expressing your brand identity and directing consumer perception. It’s critical to get it right, and to get it right the first time.
So, as a business owner, how do you ensure your communications are presenting your brand identity in an accurate – and positive – light?
Well, you could try to take it on yourself. The problem is, many companies don’t even recognize their own errors – a gleaming example of, “You don’t know what you don’t know.”
As someone who specializes in marketing communications, perhaps I’m a bit biased, but when it comes to something as important as perception – I advise that businesses leave the content strategy, writing and editing to the experts. One primary reason? We tend to see what we expect to see in our own writing, rather than what’s actually there. Therefore, a marketing communications professional can provide the fresh set of eyes necessary to objectively review.
And if you balk at the cost of hiring a professional, ask yourself this:
Is the cost of a typo in the budget?
Cassie D’Arpino is a freelance Marketing Communications & Strategy Specialist, helping brands better connect to their audiences in meaningful, emotional and effective new ways. Her experience prior to working as a freelancer includes six years in strategic planning and senior account service at a shopper marketing agency in Kansas City, Missouri. Cassie received her MBA from Missouri State University, and currently resides in Springfield, Missouri with her husband, Steve, Pekingese puppy named Bella, and two Persian cats, Garfield and Cubby. She is a lover of Sriracha, a neuromarketing nerd, and obviously, a fan of animals with short snouts.
For more marketing musings and random reverie, follow Cassie on Twitter: @Cassie_DArpino