3 GUIDELINES IN EMAIL COMMUNICATIONS FOR CLIENTSPrepared for the SocialMetric Team

Overview1. Need to Know2. Get to the Point3. Email or Call?

1. Need to Know• Before sending out your emails or giving your client a call,

things about it from your client perspective. • What is important for them to know? • Why do they want to know certain information?

• For example, when running a campaign, apart from the mechanics, it is also important to keep the client informed on:• Objective• Expected Effect• Critical Success Factor

1. Need to Know• When a client ask for certain information, after providing

the information, ask your clients:

• Is there a conclusion you are trying to reach? Can I help?

2. Get to the Point• As much as possible keep your email short and sweet,

direct to the point.

• If this email is to clarify or to seek approval, it is perfectly ok to break it down to bullet points.

• Finally, does your message have a clear action plan? Does your client know what is needed from you or themselves after reading the email?

3. Email or Call?• When a topic has lots of areas that need to be explained and

will generate too many questions and confusion, do it with a call.

• Do a call when you need clarification or quick yes/no answer. This will speed up your productivity and help you deliver to the client at a faster pace.

• Also, e-mail should not be used for last minute cancellations of meetings and never for delivering bad news.

• Emails are best used when informing a client or communication with a large group of people at the same time.