Stance
The stance is primarily whether you refer to the reader directly and have an "I-you" conversation with the reader or refer to the reader as a third person: "they," "staff," "people," or some other impersonal word. Business writers often start with an impersonal "they" or "the staff" stance and end with "you." Don't do that. Use the same stance throughout.
Generally, in business writing, use "I" and "you" freely. Avoid using "one" and other impersonal words.
In addition, if you use the third person ("he," "she," "they," and so on), use both masculine and feminine pronouns when referring to one person ("he or she") and replace terms with masculine pronouns embedded ("humankind" rather than "mankind," for example).
Finally, standard business writing does not permit you to use plural pronouns for one person, as in this incorrect example: "Everyone is responsible for their supplies." You must write, "Everyone is responsible for his or her own supplies" or "All employees are responsible for their own supplies."
Unacceptable change in stance
This example is typical of the changes in stance that often appear in business writing.
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As of May 21, all employees must enter through the rear entrance adjoining the parking lot so security can monitor people entering the building. The front entrance will be reserved for customers, vendors, and visitors. If employees consistently enter through the rear entrance, the receptionist will not have to check badges while trying to answer phone calls and notify employees when their visitors are in the lobby. Your cooperation will ensure a minimum of disruption for our daily routine.
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Revised report with consistent stance
This is a revised version using a consistent "you" stance. Notice that the first sentence uses "you understood," meaning the word "you" doesn't appear but it is understood that the sentence implies "you please." Also notice that using "notify employees when their visitors are in the lobby" is appropriate because that statement is not using "employee" to address the reader.
As of May 21, please enter through the rear entrance adjoining the parking lot so security can monitor people entering the building. The front entrance will be reserved for customers, vendors, and visitors. If you consistently enter through the rear entrance, the receptionist will not have to check your badge while trying to answer phone calls and notify employees when their visitors are in the lobby. Your cooperation will ensure a minimum of disruption for our daily routine.
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