It is not a secret that in the field of online marketing (as well as other fields where frequent email messaging is required) the accuracy of email communication between a client and a service provider is a vital part of efficient and successful collaboration. Some people underestimate the importance of email communication accuracy because:
- They simply forget that the time their consultant spends to read, analyze, reply, and follow up on emails is not free.
- As they do not deal with massive amounts of emails, they do not have sufficient experience that could teach them how to communicate properly.
Communication time aspect
When a client does not follow the communication rules they find significantly more hours of “communication” time on their monthly bill. It is absolutely logical that any client prefers to pay less than more for the same amount of work. Therefore, a service provider should spend most of their time on the work itself while keeping the email communication minimal, but, that is only possible when both parties keep email communication well structured and organized. Let’s see how the following rules can help to save the consultant’s time and the client’s money:
Reply to email messages in the same thread
For example, If you discuss collaboration details and payment terms in the thread called “Payment”, reply to the message related to payments in this thread only, and not in other threads such as “Instagram Campaign Follow up” or “Website Updates”.
Use clear and informative email titles
When you start a new email thread, please make sure to add an informative and clear title. Otherwise, it is really difficult to identify the subject of your email messages in the long list of email threads. If you make an email title “Can you” and then continue the “sentence” in the body of the email by writing “suggest me an app for…?” it makes it extremely difficult to read these emails.
One email thread per subject
Please do not write about several different things within one email message. If you wish to discuss several subjects at the same time, make sure to send several emails: each dedicated specifically to a particular subject.
Do not start new email threads unless it is necessary
If you wish to continue discussing the subject that was already discussed, reply in the existing email thread instead of starting a new one. For example, if we have a thread called “January Meeting” and you cannot attend a scheduled meeting, please reply in this thread instead of starting a new thread called “Meeting Postponed”.
Reply to all questions
It is important not to ignore any questions. If you receive an email that contains 7 questions, it means that you are expected to answer all 7 questions.. Not 3, and not 6. If you cannot answer some of the questions, you still need to inform the other party. The other party will be forced to create unnecessary notes and keep following up until you finally answer. By not answering all questions, you are demonstrating disrespect for your consultant and wasting their time, and thus your own money.
Do not ignore follow up emails
If you ignore a follow-up email message, you are again wasting your consultant’s time and your own money. You will keep receiving follow-up emails until you answer. Alternatively, your contract could be also terminated due to non-compliance.
Explain your thoughts clearly
Unless you explain your thoughts very clearly, the other party needs to guess what you mean and ask you additional questions, which again is a waste of time.
Do not forward third party emails unless required
Unnecessary messages do nothing but pollute an email inbox.
Do not call your emails “URGENT” or “IMPORTANT” unless it is justified.
I guess this is self-explanatory.
Send text as text
If you need to sent credentials or other text that needs to be entered somewhere as text, do not send screenshots or photos. Make sure to send it in the text form.
Provide details and be specific
Do not send vague messages such as “Can you add summer sale to our marketing campaign”. As a client you are expected to provide precise and detailed instructions. For example “Newsletter with 20% off on specific service or package” or “New banner on the website”. If you are not sure what you need, reach out with the proposal to discuss.
Do not send the same message twice
It creates confusion and pollutes the inbox.
Use one language only
It is a really bad idea to write an email using more than one language unless you provide a content translation.