Lately, I have had to practice a bit more open-mindedness when using email to communicate with non-email users. These are folks who are experts in their own industries but do not use email as a major means to communicate.

In my virtual assistant-world nearly all of my communication is through email but ‘on the outside’ I know there are many who are not familiar with email protocols. And that is OK.

After receiving several ‘iffy’ emails of late, I needed to rethink my reaction to non-user correspondence and view these messages from a special perspective. In other words, I did not let a ‘knee jerk’ reaction prevail when email etiquette was not applied.

Language is a learned skill. We speak what we have been taught to articulate. Vocabulary improves and increases as we age. Understanding and using proper email etiquette is no different than learning a language. Email users learn what is correct to communicate through practice and experience. Crafting a good email, which gets a point across in a manner that is pleasant, respectful and clear is a learned skill.

Lessons Learned

1) Appreciate first that people are experts in what they do for a living. Everyone has a specialty. A business owner may not use email as their main means of communication and without practice, they might not understand email protocols.

If you receive an email from a business owner who sends the message in ALL CAPS, I say, ‘let it go’. I tend to believe that the individual most likely does not know that ALL CAPS means ‘shouting’ and should not be used in an electronic message.

I received a notice from my Home Owner’s Association the other day written in ALL CAPS. The information was a directive so I only envisioned while reading the document that the sender was standing at a podium with a megaphone screaming this message to the entire neighborhood.

I am sure that was not the message this person wanted to send but it came across that way. Unfortunately, I do not remember what the message was about but I do remember the use of CAPS. Not only is this format difficult to read and interpret but the message can be lost through the use of CAPS.

Most know that CAPS is shouting but never assume that everyone understands this very basic rule.

2) People who do not use email might not understand that body language, facial expressions, fluctuations in voice and in tone can not be sent through an email.

For example, I emailed someone in academia who is best at being a teacher. I asked her about a date for a project and expressed my concern about this date. Her reply was, “I am not concerned about that date!” When I first read the reply, I read this as a negative message. However, after careful thought, I gave the teacher the benefit-of-the-doubt. I believe she was being matter-of-fact which often is the type of message better expressed verbally than through email correspondence…

Some messages should not be sent through email and it is best to pick up the phone and have a good, old-fashioned conversation.

Unfortunately her response left doubt in my mind which is what any good communicator does not want to do.

When objecting to a point through email it is best to qualify the message, first, with a positive thought. She might have said, “I appreciate your concern for this due date being so late but such-and-such date might be a better choice to finish the project.”

3) Using the standard true type fonts such as Times New Roman and Verdana are standard for a reason. Not only are these fonts simple to read and easily interpreted by most word processing programs but they are less distracting than fonts such as Comic Sans or Scrap Kids.

I received a business email in the form of a quote from a pool dealer written in Scrap Kids. The font was changed to red which also meant that I had to strain my eyes as the color was an enormous distraction. Red means ‘alert’ or ‘hot’ but the contents of the message did not match the urgent nature of the font color.

I suspect that this business man thought that by adding color and design to his emails, I would be impressed with his creativity.

That was not the case at all and I ended up contracting with another dealer because even though his quote was competitive, I felt his presentation was unprofessional.

My Own Lesson Learned

Even with my many years of email experience, I am still learning to fine-tune my own electronic correspondences. I found that I needed to be more aware of who I was emailing before I hit send.

Several months ago, I was corresponding with an expert blogger. This individual reads many, many blogs per day and writes as many blog posts. Blogging is his livelihood. I was sending him details in an email I carefully crafted because I wanted him to know everything contained in one document. I did not want to repeat myself later.

After I sent off my detailed explanation, he replied with a nice ‘thank you’. Well, the time came for me to work with him and he sent me several emails asking questions about the information I so carefully composed in my original text.

He did not retain any of the detailed instructions I sent to him.

I realized later that this person reads emails by scanning them for keywords. He reads quickly. As a blog expert, he leaves himself no time to absorb detailed information. What I should have done was to bullet some of the major details in a scanable format. I know now to think about by whom my email will be received and adjust my message to be better served with a different reading format.

As a virtual assistant, I have to be ready to receive and send communication in ways that I least expect. I made myself more aware that non-email users do not always know the rules of email etiquette and have made behavioral adjustments accordingly.

When an RFP (request for proposal) is submitted by a potential client (PC) for the services of a virtual assistant, understand that the PC has many, many replies to weed through. Having your reply stand out above the rest is key to securing the interview.

I came across an interesting post, “Get More Clients For Your Home-Based Business by Avoiding These Five Deadly Mistakes” written from a client’s perspective who was terribly disappointed with a majority of the 20 or so replies she received for an RFP. The gist of her post was simply that the replies did not offer an answer to the all-important question…’What can I do for you?’

The author wrote:

“My needs were clearly listed – web maintenance, shopping cart and autoresponder administration. One of the offers I received listed typing, transcription, scheduling appointments and making travel arrangements as the services provided.

No mention of providing the technical skills I required.

If you’re submitting a quotation to provide a product or service, make sure you understand what the prospect needs, then tell that prospect how you can meet those needs.

If you merely provide a list of what you offer with no reference to what the prospect is looking for, she will think you either a) don’t pay heed to what you’re reading, or b) just don’t care – and either one of them will put your proposal into the round file.”

This client/author fielded replies which simply responded to “WHAT I am or WHAT I have done in the past” but never really addressing the client’s specific requirements. This was a constant theme through the author’s post.

I addition to the author’s suggestions, I have listed 10 Tips to help virtual assistants respond correctly and efficiently to a potential client’s RFP. If you follow these tips closely, you will have the best reply to an RFP ever!

1) Follow the RFP directions – As simple as this sounds, read the RFP thoroughly and gather the information the potential client is asking for. If they want samples of your work, attach a link to a portfolio or a link to your work as featured on someone’s site or your own site. If they want three references, provide the name, phone number, title, email address and a link to your reference sites; make sure you include the required number three. If they ask a question such as ‘why do you want to be a part of my team’ be sure to answer that question completely…however…

2) Although your reply can offer an explanation about your company and your specialty, answer the question (#1) in terms of ‘what you can do to benefit the client’. So don’t answer, “I want to be a part of your team because I need a job” or “I want to be a part of your team because I am good at what I do”. A better response would be, “I want to be a part of your team because my marketing skills have increased my clients’ email subscriber list from 100 to over 200 in one month’s time. I can do the same for you.”

3) Do your homework! The best means to offer a clear, concise reply to an RFP is to become educated about the PC’s business. Most potential clients will offer up a website address. Check out the site and familiarize yourself with their business. If the PC is a coach, personalize the RFP reply with something about their coaching business and what you have done for other coaches to help them with their work.

Do not critique their site in the reply RFP.

If the RFP does not provide a website address, check the domain for the email address and see if that garners some online clue about the client. If not, Google the potential client’s name and/or business name; read any articles he/she may have written and check Twitter, LinkedIn and Facebook to see if you can familiarize yourself with the client’s work. If you get the interview, you are already ahead of the game when discussion of the client’s business presents itself.

4) Have ALL of Your Ducks (Ready!) in a Row – Do not send a reply to an RPF if your website and social networking sites including your blog are not ready for the potential client’s review. If you have a PC’s attention from your written reply, chances are they too will do their own research about you before they make contact so having the best possible website and ‘store front’ available will be key to securing that consultation.

5) Include all of your contact information in the reply in an easy-to-read format. Make links clickable and check those links before you hit ‘send’. Be sure that you have full testimonials in place.

The author wrote:

“One bid provided a link to a web site where I could read testimonials. The testimonials were one and two liners followed by clients’ labels instead of their names, locations, or businesses.

For example, “Betty does good work. – Accountant”, “Betty always has her work to me on time. – Chiropractor.”

If your services are worthy of receiving testimonials, there is no reason why the providers shouldn’t approve the use of their name, business and town to validate the testimonials as authentic. Adding a picture creates even greater validation.”

(Although I personally felt that a photo was not necessary and often difficult to obtain.)

6) Read the RFP Carefully for Keywords – If an RFP uses words like ‘team’ or ‘dedicated’ or ‘looking for enthusiasm’, include these words in your reply and explain what you have done to be a part of a team AND how that effort paid off. If the PC is looking for a ‘dedicated’ person, give examples of client relationships which have had endurance AND how that attribute can be beneficial to the PC. If someone is looking for someone with enthusiasm, then write the reply with enthusiasm! Other keywords to look out for are ‘expert’ or any level of experience such as ‘intermediate’ experience. If a PC is looking for someone with specific experience, never say, ‘I am a quick learner’ or ‘I always wanted to learn XXX but if you show me how, I can do the job’.

The author wrote:

“One bid listed web maintenance and design as a service offered, however, the bidder didn’t have a site of her own or offer any references or testimonials for sites she ‘allegedly’ maintains.

If you offer a particular service that can be verified, provide testimonials, references and samples in your original bid so the potential client can corroborate them.

People are busy and if you don’t give them what they want on first contact, they aren’t going to take the time to contact you for more information when five, ten or fifty other proposals are giving them what they need.”

7) Proofread, Edit and Reread, Again! – Once you finish your reply to an RFP have someone proofread it for you. Spelling and grammatical errors stand out like sore thumb and distract from the content. Further, you are the example you set in your reply so if it is sloppy, you can be that the PC will believe your work is sloppy as well. Make sure that you are answering the question, “What is it that I can offer to the PC?” Does your reply answer that question?

8 This is not your biography.

The author writes:

Don’t make it all about you.

“I received two offers that demonstrated no real interest in how they could meet my needs. The first went as follows …

“I love working with coaches! I’ve been running my own business for “x” years. I have a degree in “x”. I worked as a nurse’s assistant for ‘x’ years, then decided to pursue my love of organizing, and I have …” – there was no mention of skills that would meet my needs.”

I reiterate again, make sure the reply is answering the question, “What is it that I can do for the potential client to meet their needs?”

9) Follow up to your replies within one week. Ask if you can offer any additional references or if the PC has any questions. Show a continued interest in the position. Be prepared for not receiving any reply at all! I would say that 95 percent of the replies to RFPs I send out never receive the courtesy of a return reply. Once I received a phone call back where the PC thanked me for my time and on occasion, I will receive a nice email with ‘thanks but we’ve filled the position’. However, I mention following up because one time I received a response to a follow-up indicating that the VA they hired was not working out so I was able to secure the account in that manner. Tip: Ask if you can add the PC’s email address to your own e-newsletter subscriber list. You never know if they may call on you later!

10) Customize each reply! Each reply should be custom to the RFP itself. If you use one cookie-cutter form to send out to every RFP, the lack of customization will be apparent. PCs want to know that you find their RFP to be important.

It takes time to craft a good reply to an RFP. Consider it a part of the virtual assistant’s job. Not only do we work on client work but we continually market our own businesses. I consider replies to RFPs part of my marketing plan. Sure, it can be laborious and the rejection factor can be high but well worth effort if you secure that client who appreciates the time and effort put into that RFP reply!

One of the services I offer as a virtual assistant is blogging and article marketing. It is a valuable resource that is in great demand in our virtual industry as more clients understand the potential for good SEO.  As article marketing increases online presence it also helps to classify the client as industry experts.  Additionally, articles can reap a ‘better bang for the buck’ as they can be repurposed into blog entries, newsletters and press releases.  Strategically placed, one article can have many lives.
 

I recently had a very intuitive consultation call with a potential client who is interested in blogging and article marketing. The client asked an interesting question, “How do you create topics for articles [when the virtual assistant is not familiar with the client’s industry]?”

I have been asked this question on previous occasions by other virtual assistants as well, so I created a client questionnaire for VAs, which is available for download here . (Click on the star logo). 

Ideally, a virtual assistant partners with a client on an ongoing basis to develop a relationship where communication between the parties is regularly maintained.  If the opportunity for a good partnership develops, the best way to write thought-provoking articles for a client is to be privy to their business happenings. This occurs only through good, two-way communication.  It is not unusual for a client to ask a question or share a piece of information with me, which can easily be turned into an article. Consequently, I’ll often reply with, “This can become a good blogging topic”. 

Another means to develop good article topics is to ask the client to check his Sent Box. What kind of questions is the client answering to his own customers?  Whatever information the client’s customers are asking certainly makes for great article topics.  Give the readers what they want to know… write about what your client’s customers are asking.

VAs, ask the client to send you urls to the online newsletters which are relative to your client’s business.  I often subscribe to the same blogs, newsletters and ezines my clients read. This is another means to find great ideas for articles and blogs. One long-term client regularly sends me real estate articles from which I have been able to construct good articles.  Keep them in a folder in your favorites entitled, ‘Blogging Topics’.

I often find subject matter on other people’s blogs which I send to my clients requesting that he respond with a brief reply.  Sometimes the answers are a few lines which I can expand upon, while others are complete responses which I can post in varying blogs or article marketing sites.

A long forgotten source for good article topics is the local public library.  I will often visit the library and sit down with several magazines and publications related to my client’s businesses. I jot down the publication name and look it up online when I return to my office.  Ask the librarian for other sources such as newsletters and flyers which are not available online. The librarian is another valuable tool to good research…and, the librarian’s services are free!

If a virtual assistant is not familiar with a client’s industry, there are numerous means to learn about his business. Asking questions, creating Google Alerts with keyword relative to the client’s business and keeping abreast of the client’s products and services are other important options to good article marketing as a virtual assistant.  Download the Questionnaire for Virtual Assistants to Ask Their Clients Regarding Article Writing and Blog Ideas for more options.

 Janine Gregor

Email correspondence is an extremely powerful communication medium and with power comes responsibility. Poorly constructed e-mails have been known to ruin careers and cause mistrust among clients and employees.  It can be difficult to rebound from the effects that bad e-mail has on a business’ reputation because e-mails do not just ‘go away’.  People remember the bad e-mails and they are often saved for posterity in other e-mail folders, which also do not ‘go away’.  E-mails live, breathe and multiply across cyberspace so it is truly important to keep nine basic rules of e-mail net etiquette in mind:

1) Overuse of the ‘urgent’ exclamation tells the same tale as ‘The Boy Who Cried Wolf’.  If every e-mail you send is tagged with the red ‘urgent’ button, eventually your readers will ignore this tag.  Use the ‘urgent’ tag sparingly and only when it really is a matter of urgency.  Even then, do not expect your readers to open the e-mail even if it is tagged as ‘urgent’.  E-mail can be opened at any time.  If a matter is truly urgent, better to pick up the phone and let the recipient know the important information is on its way.

2) Be cautious of unseen recipients. Never use unsecured e-mail to send confidential documents.  A misstroke on the keyboard to the wrong-named person and the documents can make several trips around the world landing in e-mail boxes whose recipients could possibly hurt solid business relationships.  A quick slip in the use of ‘autocomplete’ in the TO line of an e-mail to someone with a similar name as your intended recipient and your documents can creep through communication channels you never knew existed.  Review the TO line before you hit send.

3) Make the last sentence of your e-mail count.  This is the sentence or question most readers will remember.  If you have numerous questions which need to be answered in an e-mail, collect them into one section and use a bullet or a number feature. Spotty questions throughout an e-mail may not be answered unless the reader is a meticulous e-mail-reader, and many people are not. E-mail is a fast medium, open one e-mail, move onto the next, so streamline the content and leave the ‘action’ question or statement for last. Your reader will more than likely remember the last item they read and act on it much more quickly.

4) Never forward e-mails addressed to you to someone else without the permission of the initial sender.  Truly the highest form of etiquette! It takes a few extra minutes, but the best method is to create a new e-mail with a new subject title.  Some people will edit an e-mail before forwarding to the next person, but even this practice is questionable.  Sometimes the subject title does not match the forwarded topic and there are some unedited items left in the e-mails which can still be damaging (and embarrassing) to the initial sender.  Edited forwarded e-mails always look like they have been edited and that too can lead the initial sender to mistrust the recipient as well as the extended recipient wondering what it was that had been edited and why.  Forwarding e-mails without the sender’s permission is just plain bad business manners.

5) My time is as valuable as your own.  Sending e-mail to everyone, including those who do not need to read your e-mail is also bad business manners.  Adding a disclaimer such as “If this e-mail does not pertain to you, please ignore it” does not justify having sent an e-mail to someone who had to take the time to read this e-mail only to find out the information had nothing to do with them at all.  In fact, people get paid to read e-mail so if you send unnecessary e-mail to those who do not need to receive them; you are in the end, paying them for doing nothing. Take a few minutes to look at your TO line and rethink whether everyone in this line really needs to read your information.

6) Send bad news on a Thursdays. All too often Monday morning e-mail is filled with bad company news which can set the mood for a difficult work week. If you must send negative company news such as termination announcements, departures, decline in profits or stocks, budgetary cuts, company closings, etc. try to send this information later in the week, if possible.  Thursdays are a good day because it gives the recipient time to absorb the information; perhaps another day to respond and/or read what others might have to say and then offers two weekend days to soak it all in. When the new work day starts on a Monday, stress levels are lowered and people can begin the week on a more positive note.

7) Use ‘return receipt’ sparingly. If it is important for you to know whether someone has received your e-mail, the best method is to pick up the phone and let them know the e-mail is on its way. Overusing ‘return receipt’ implies that you do not trust the recipient to either read your e-mail and/reply to it. If you need your recipient to reply to your e-mail, politely ask within the body of the e-mail if they would reply via directly by hitting the reply button.

8) Never terminate someone’s employment via e-mail.  As intonation, facial and body language expressions are not transmitted via e-mail; this is the worse way to deliver bad news.  Out of respect for your other employees, department heads and the individual being terminated bad news should be delivered by telephone or if possible, in a one-on-one situation.  These more humane methods offer the individual an opportunity to ask questions and respond to the astonishment of being ‘let go’.  In the event that a wrongful termination suit might follow, notification by personal means would cast a more professional image on the company than using electronic notification.

9) K.I.S.S. Keep It Simple Stupid. Remember this slogan from the 1980’s? The same concept holds true 25+ years later when constructing an e-mail.  Keeping sentences clean, brief and without a lot of unnecessary chatter will give the professional impression you need to offer your readers in your e-mail.  Your e-mails represent not only you and your mark of professionalism but also that of the company you work for.  Keep fancy fonts, colors, backgrounds, extended closing advertisement and photos out of e-mails (for some industries such as real estate, and entertainment photos are important to the image, but it must be a professional photo.)  Photos in business e-mails playing with your pet should be left out of business correspondence.  Not everyone is a dog-lover and would only wish to view you as a well-groomed professional and not in overalls and a tee-shirt.  If someone wants to print your e-mail and its content is filled with pictures, colored background and fonts, this can be annoying as these types of correspondences ‘eat up’ expensive printer cartridges.  Play it safe and construct your e-mails in an easy-to-read black font, Times New Roman, Verdana or Courier on white with as little closure information as possible.  (Ever get an e-mail thread with closure information one page long per e-mail reply…this can become quite a task to scroll through this information to find the original message!) Your client in Peoria may like the polka-dotted background but the Los Angeles client may think it to be a bit ‘odd’ in your color selection. You would not want a potential client to doubt your professionalism based on a color scheme. Colors also create moods and give impressions of the type of business you are trying to project. If you sell baby products, it would be ‘cute’ to use blue or pink e-mail background if your recipients are new mothers.  But that same color combination may not be acceptable in an e-mail to your baby products sales people or company director.  Keep it white and there are never any color choice or font distractions in your e-mail to take away from what it is you really want to say.