The impact of emotions on your business emails means that it’s important to know how and when they can be used to benefit your goals.
Email is one of your most powerful tools of business. Whether you’re communicating B2B or B2C, it’s important to follow some basic rules to keep your email correspondence clear. This can help avoid your business emails being misunderstood.
As with all other aspects of business, emotions play an important role in your electronic communications.
Every word from the subject line to the signoff counts. Try and take a global view before writing or replying, even when you do not agree with the message. Becoming angry or writing emotional emails at an inappropriate time is the wrong way to go about solving problems, and can only result in miscommunication.
This is why it’s important to find the balance between reason and emotions. Understanding the position or the emotions of the other person can also help you to better communicate with them.
Using the SMCR model (Sender, Message, Channel, Receiver) can help you to shape your communications:
- Who are you emailing?
- For what purpose?
- How will you communicate these ideas? Is email the best channel for this communication?
- Who is the message intended for and is email appropriate for that person?
Answering these questions before composing your email can help provide context and improve the accuracy of your message. It can also improve how well your words are interpreted by the receiver. In this way, you can use empathy to help achieve the outcome you require.
While these skills are particularly relevant to sending emails between staff, suppliers and customers, they are also useful when using email to achieve business goals through onboarding or newsletters.
Why emails matter
Email plays an important role in your company’s business performance. In fact, surveys suggest email is now more critical to business success than the telephone.
Whether you use it to communicate with your staff, customers or suppliers, it can help you to create and consolidate strong professional relationships.
It can help:
- Grow your business, becoming an effective tool to drive sales and boost customer retention
- Resolve problems or propose solutions in writing, to either staff, suppliers or customers
- Communicate company policy on your own terms and in your own time
- Turn unsatisfied customers into satisfied ones
- Reinforce a message already communicated verbally.
There are myriad uses for email but it comes as a double-edged sword. When it comes to using email, your e-reputation is on the line, which means it should be used with care and consideration.
Using the wrong emotions at the wrong time can ruin your business emails – and have a negative effect on your business. That’s why being aware of your own emotions – and being able to manage them – is key. As is being aware of the emotions of the person you are emailing.
Top tips for writing good business emails
- Always consider who you are emailing. As with your customer base or your supply chain, it’s important to know your audience and its demographics before you engage with them.
- Tone matters: Whether it’s dealing with a difficult internal situation or responding to a customer’s complaint, the tone of your email can be the difference between achieving good satisfaction levels and inflaming the situation.
- Avoid negative emotions: Write it as you’d speak it. If you wouldn’t say it to the person’s face the way you’ve written it, then rewrite it.
- Choose your moment: Using email when angry or under pressure can have a detrimental effect on your business. Take a step back and ask yourself if you’ve just written an emotional email that could inflame a situation. If so, take time out and then start again.
- Always read it back BEFORE hitting ‘send’ to ensure you have the content and tone just right.
- Beware the ‘reply all’ button or accidentally forwarding or sending the email to the wrong person. Likewise, avoid cc-ing inappropriate people – don’t use email to reprimand someone or to report them to a superior. Have the courtesy to do this in person.
- Finally, consider if email is the best form of communication to use before you ping it off. Would it be more effective or more appropriate to pick up the phone or walk around to the person’s desk like in the old days?
How Emolytics can help you measure emotions in your emails
Getting business emails right can deliver huge business success. But to make the most of it you need to understand your customers and what drives their decision making. Emotions play an important role in this process, and it’s where Emolytics comes in.
Email is a highly effective way to lead market research that delivers a high response rate. Companies using Emolytics are achieving very high response rates – reaching up to 50% when the subject line is focused on collecting feedback.
The impact of emotions on email communications means that it’s important to be in tune with your emotions in order to get your tone right. Measuring emotions can help you to understand how and when they can be used to benefit your business.
Emolytics can provide surveys based on your business emails that allow your receivers to give feedback to you to help identify areas of improvement. The unique Emoscore KPI from Emolytics can assess the emotional value that respondents place on your emails. It can help bring precision and detail to your emails.
Emolytics for email can help across departments, from after sales service and marketing to internal staff management and recruitment. It can also provide different focuses for emotional evaluation, such as content or customer satisfaction.
Find out how Emolytics can help measure emotions and how you can use them more effectively in your email communications. Get in touch for a free consultation with our digital experts today.
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