Revision
What are the attributes that our customers expect from us? (Customer expectations)
Value
Deliver
Balance
Honor
What is the difference between Content Guidelines and Tone Guidelines
Content Guidelines = What you say
Tone Guidelines= How you say it
What is a framework? (in general)
The framework is the visual guideline you will use during an email interaction. The framework includes a step-by-step flow of the process.
What are the options for determining your response?
1. You will need to clarify the email because the information is unclear or incomplete.
2. You will respond with a template, a standard response template because the answer is clear and fits a common request.
3. You will need to personalize the template. You will use a template, but you will use additional information to make it more personal for the customer. You may want to use this information of the email as emotionally charged, but address it as a common concern.
4. You will create a free-form response.
What is the difference between Cc and Bcc?
Cc - carbon copy
Bcc - blind carbon copy
How does the layout look like?
Subject line
Greeting
Main body
Closing remarks
Signing-off
What are the Content Guidelines (4 of them)? Let's discuss them
• Employ the Inverted-pyramid writing style
• Select precise words
• Simplify explanations
• Check grammar and spelling
Describe the email framework (components).
INTERPRETING
DETERMINING THE RESPONSE ACTION
OPENING
AFFIRMING or EMPATHY STATEMENT
RESPOND
CONCLUDE the email
CHECKING CONTENT, GRAMMAR, SPELLING
SEND
Give an example of affirming statements?
I am happy to do this, I am pleased to share, We are glad to know.
Why should we be careful with the function "Reply"?
We can hit "Reply All"
How do we make a "white space"?
Click enter twice
How many sentences should we use in one paragraph?
1 - 3 sentences
What does interpretation mean?
Reading carefully and interpreting (analyzing) what the customer meant.
How to express Human Touch?
Issue+ Emotion
What do you know about Forwarding?
Nothing that goes online is confidential.
Describe 6 rules for online correspondence.
Rule#1: Remember the human.
Rule#2: Behave as you would in real life.
Rule#3: Respect their time and bandwidth.
Rule#4: Make You Look Good!
Rule#5: Respect their privacy.
Rule#6: Forgive them their errors.
How can we reduce the length of our email?
By avoiding Redundancy, Deadwood, Wordy Phrases, and Weak Verbs
How can we analyze the tone?
- punctuation
- style and language
Why do we use Rhetorical questions?
e.g. to uncover and anticipate our customer's needs.
How much time do we have to UNDO the sending?
You can have up to 30 seconds
What are the "typography signs"?
Pound/Number sign (#)
At sign (@)
Ampersand (&)
Asterisk (*)
Backslash (\)
What is the role of White spaces?
Easy to read (go easy on the eye)
What does "unique" concern mean?
Emotions (either negative or positive)
What is the importance of the conclusion?
Encourage the customer to contact the company again
What is the difference between To and Cc?
To - main receiver
Cc - just to inform