1. 3 GUIDELINES IN EMAIL
COMMUNICATIONS
FOR CLIENTS
Prepared for the
SocialMetric Team

2. Overview
1. Need to Know
2. Get to the Point
3. Email or Call?

3. 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

4. 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?

5. 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?

6. 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.