Category Archives: Email Marketing

Anne Orfila
Old School Rules Still Apply in The New Web World

I have been in the wild web world longer than many of you who are reading this. I’m a Gen X, not a Millennial. Most likely, the biggest differentiating factor between me and a Millennial who is doing the same type of web marketing work as I currently am, is that I worked in an office. Sure, sure, you’re saying that so have you. But my first job was in a serious mega corporation that wasn’t full of young people aspiring to hit it big with IPOs and stock options. My employer was already on the stock market and I had the bigwigs from New York breathing down my neck for sales revenue reports, forecasts, and whatever else they needed. This also happened to be my first job out of college. I was young, but eager to be a team player, and a fast learner. What I learned in those 3 years of corporate life was something I have taken with me to every job since. Old school office etiquette works wonders. Even in this current fast-paced web world.

Mind your manners in the wild web world. What is old school etiquette in the office? Basically, it’s using proper manners in the workplace. Etiquette applies to “netiquette” too! Show respect to your coworkers and their privacy, speak (or email or call) politely, mind your (political, religious, controversial) opinions, use “please” and “thank you” whenever appropriate, keep your voice down, ask to borrow other people’s office supplies, keep team members in the loop, show up to meetings on time, stay at home when you are sick (unless you are already home, then just be thankful for your work-from-home job!)

I’ve been working at home for more than a decade, but I never let my etiquette slip. Since my clients, and Web Marketing Therapy coworkers are all over the U.S., all of my work and most of my correspondence is done electronically so my office manners have been transposed a bit to fit the web world, but the gist is still the same.

Follow These Old-School Rules in Today’s New-School Web World:

  • Keep your emails clear, polite, to the point, and prompt. If there is something you need, be clear to ask for it…nicely!
  • Emails should not be one word or in all lowercase. I don’t care if you reply from your phone! You don’t talk in one word sentences (and even if you do), your emails should not just be one word sentences.
  • Address the recipient with a pleasant greeting such as “Dear xxx”, “Good Morning, xxx”. Not “Hey”
  • Confirm receipt of work emails from clients, even if you haven’t completed it. Occasionally something doesn’t get delivered and if your client is used to a confirmation, than they’ll know if you haven’t received their email.
  • Use “please” and “thank you” whenever necessary.
  • Your email subject needs to reflect what your email is about.
  • Don’t forward anything personal (jokes, political statements, funny cartoons, chain letters, etc.,) to clients, even if you are on “friendly” terms.
  • Stick to a basic font (Arial, Helvetica), in a “regular” size, and use black.
  • Do not use ALL CAPS, EVER.
  • No profanity belongs in any client email.
  • Temper the exclamation points, the bolded words, and underlining.
  • Avoid shortcuts for words: “u” for “you”, “bc” for “because”, “gr8” for “great” and so forth.
  • Use emoticons sparingly.
  • If there are multiple people on a message you receive, decipher whether it is appropriate to “reply all” or to just reply to the sender.
  • Keep your client or coworkers in the loop. You may be half way through a project, but it’s always nice to send them a brief status email update so they know that you are working on it.
  • Sign off your emails with a pleasantry such as “Sincerely”, “Warm Regards”, “Kind Regards” and include a signature with your contact information.
  • Notify clients and coworkers of vacations or times when you are away from your office.
  • Use your out-of-office assistant when taking extended time away from work.

Whether you are Gen X or a Millennial, don’t be afraid to throw in some old school office etiquette in the new wild web world. After all, courtesy, respect, and professionalism never go out of style.

Lorrie Thomas
A Cry for Netiquette Help

(I humbly admit that I too have been found guilty of what I am about to complain about…)

This is a cry for netiquette help!

My work day includes answering and sending emails, responding to Google chat messages, monitoring client’s Facebook work and having professional conduct via LinkedIn.

And as much as I am a fan of fast communication, I am really getting tired of lack of email etiquette..NETiquette. Getting sloppy replies to emails from smartphones is just looking SLOPPY.  Think about it professionals – you do not want to have your personal or organization’s brand look sloppy!

If I am out (inbetween meetings) I do answer a lot of internal emails with my team so momentum is not lost. I am making a personal pact to make more time for “in front of the computer” time so my messages internally and externally can be more thoughtful.

My thoughts:

1. When conducting personal business a greeting still matters.  Dear ___, or Hi ___,

2. Email subject lines can help manage messages.

3. Email signature messages help people easily contact you and reinforces professionalism.

4. Smartphone replies tend to be typed like texts which can look sloppy.

5. When messages are replied too quickly, thought is often omitted and this can equate to scheduling snafus, communication confusion…both equal more time spent…

Marketing and communications go hand in hand. Take time to think about how your communications online look to your peers and professional contacts. A little self-help in this department can make a big professional difference.

Mixing Emails and Emotions Can Be Deadly

Email and emotions can me a deadly mix when it comes to brand or professional management.  This advice applies to you individually as you email with customers and potential customers. My advice today is also is something you will want to share with your employees so they also are mindfully helping your organization with reputation management.

Professional marketing Rx: If you emotionally charged, don’t shoot off emails.  Stop. Step away from the computer.

Pause.  Breathe.

Remember you don’t have to reply that very second OR use email as a way to communicate (this may be a shock, but there are other methods of communication!!).  If you have to throw your smart phone away to resist an emotional reply, then do it!!

Email is a passive communication medium and medically, email and emotions don’t mix well.  They can be death to customer service, brand management and sales.

If it helps, type your thoughts to get them out of your head…but do it in a word document (or something less likely to be sent).

Emails (and texts) can be forwarded, misinterpreted and after they are sent, they usually cannot be taken back.

Marketing is all about productive communications – remember that our brand is not just dictated by a logo, but in all areas of how we conduct ourselves!

Virtual Marketing Hugs,
The Marketing Therapist 🙂

Healthy Marketing Reminder – Email Netiquette

I read a great post today by Paul Foster, The Business Therapist on Email Etiquette Reminders.

Marketing isn’t just about advertising –  how you communicate can dictate your credibility and sellability.

Today’s Marketing RX is to read these Email Etiquette Tips for a healthy marketing reminder to present yourself in a way that is on-brand and on-purpose.

Thanks Paul for the great tips!  Here are my favorites:

-Create a concise and to the point subject line
-Do not over-use the ‘mark as important’ function
-To reply all, or not to reply all – be aware that ‘replying to all’ involves all the recipients in the entire email string.
-Say thank you, again – if someone completes a task, responds quickly, or simply ‘does their job’, a nice friendly thank-you email can go a long way for employee happy-tude.

Read the full Email Etiquette Reminders article!