Communication Protocol for Emails and Slack

  1. Overview
  2. Operations & Policies
  3. Best Practices
  4. Communication Protocol for Emails and Slack

This SOP ensures that all communications reflect Marie Lewis’s preferences and professional tone while being approachable and polished. Key protocols include proper spacing, scheduling accommodations, and consistent messaging guidelines.

General Guidelines

  1. Voice and Tone

    • Avoid overly formal, corporate phrases (e.g., "I appreciate you bringing this to my attention"). Instead, use warm, conversational, and professional language.
    • Be enthusiastic and appreciative without being overly casual. Examples:
      • “Thank you so much for reaching out!”
      • “I’m so glad you contacted us!”
    • Always ensure the tone is polished and client-focused.

  2. Formatting

    • Leave a blank line between:
      • Greeting and the body.
      • Closing statement and the signature.
    • Ensure emails are spaced out for easy readability.

  3. Hyperlinking

    • Embed scheduling or other links into descriptive text (e.g., “schedule your appointment here” instead of “www.link.com”).

Examples of Emails

1. Email Sent as Marie Lewis

Scenario: Responding to a client inquiry.
Template:
Hello [Name],

Thank you so much for reaching out!

[Response or action steps here.]

If there’s anything else I can assist you with, please let me know.

Looking forward to hearing from you!

Best regards,
Marie

2. Scheduling an Appointment

Scenario: Sharing a scheduling link and providing alternatives.
Template:
Hello [Name],

Thank you for your email!

Please feel free to schedule a time that works for you using this link. If none of the available times work with your schedule, let us know, and we’ll be happy to coordinate an alternative time for you.

Looking forward to connecting!

Best regards,
[Your Name]

3. Confirming an Appointment

Scenario: Confirming meeting details.
Template:
Hello [Name],

I’m confirming your meeting with Marie on [Date] at [Time]. The meeting will take place via Zoom link.

If you need assistance with the link or have any questions beforehand, please don’t hesitate to reach out.

Looking forward to the meeting!

Best regards,
[Your Name]

4. Follow-Up Email

Scenario: No response to a previous email.
Template:
Hello [Name],

I hope this email finds you well. I’m following up on my previous message regarding [subject] and wanted to ensure you had everything you need. Please let me know if you’d like to discuss further or if there’s anything else we can assist with.

Looking forward to your response!

Best regards,
[Your Name]

FAQ Section

  1. What if a client says they can’t find a time that works with the scheduling link?

    • Offer to coordinate an alternative time.

    • Example Response:
      Hello [Name],

      Thank you for letting us know! If none of the times in the link work for you, please share your availability, and we’ll do our best to accommodate.

      Best regards,
      [Your Name]

  2. What if the scheduling link isn’t working for the client?

    • Provide an alternative scheduling method.

    • Example Response:
      Hello [Name],

      Thank you for letting us know! We’ll look into the issue with the scheduling link. In the meantime, please share your availability, and we’ll schedule the appointment for you.

      Best regards,
      [Your Name]

  3. What if you don’t know how to answer a client’s question?

    • Acknowledge the question and set a clear expectation for follow-up.

    • Example Response:
      Hello [Name],

      Thank you for your question! We’ll take a moment to review this and get back to you shortly with more details. Please let me know if there’s anything else I can assist with in the meantime.

      Best regards,
      [Your Name]

  4. How do I handle rescheduling requests?

    • Confirm receipt of the request and offer updated options.

    • Example Response:
      Hello [Name],

      Thank you for letting us know! We’re happy to reschedule your appointment. Please let us know your availability, and we’ll coordinate a new time.

      Best regards,
      [Your Name]

Training Exercises

  1. Spacing Practice

    • Provide an improperly formatted email and have the EA correct it, ensuring proper spacing between sections.

  2. Tone Matching

    • Give examples of overly formal and overly casual responses. Ask the EA to rewrite them in a warm, polished tone matching Marie’s style.

  3. Proactive Communication Roleplay

    • Simulate scenarios where the EA doesn’t have an immediate answer. Evaluate their ability to acknowledge the question and set clear follow-up expectations.

  4. Scheduling Coordination

    • Create a scenario where a client has difficulty with the scheduling link or timing. Have the EA draft a response offering alternative solutions.

Slack Communication Protocol

This section of the SOP provides specific examples and best practices for communicating on Slack in a manner that reflects Marie Lewis’s tone and professionalism. Slack messages should be concise, clear, and spaced appropriately to ensure readability.

General Guidelines for Slack Messages

  1. Voice and Tone

    • Be professional yet approachable. Avoid overly casual language or emojis unless the situation warrants it.
    • Reflect warmth and appreciation, similar to email tone.

  2. Formatting

    • Use spacing for clarity between different sections of the message.
    • For longer messages, break text into paragraphs or bullet points.

  3. Proactive Responses

    • Always acknowledge messages promptly, even if you need to follow up later with a more detailed response.

Slack Message Examples

1. Introducing Yourself

Scenario: A new team member or client has joined.
Example:
Hi [Name],

My name is [Your Name], and I assist Marie and the Royal Executive Assistant team. Please don’t hesitate to reach out if you need assistance or have any questions. I’m here to help!

Looking forward to working with you!

2. Acknowledging a Task or Question

Scenario: A task or question has been assigned to you.
Example:
Hi [Name],

Thank you for sharing the details with us! We’ll take a closer look and get back to you by [specific time/day].

Let me know if there’s anything else in the meantime.

3. Sending a Reminder

Scenario: Reminding someone of a task or deadline.
Example:
Hi [Name],

Just a quick reminder about [specific task or project] due on [specific date]. Please let me know if you need any assistance or additional details to move forward.

4. Providing a Quick Update

Scenario: Updating Marie or the team on the progress of a task.
Example:
Hi Team,

Here’s a quick update on [specific project or task]:

  • [Point 1]
  • [Point 2]

Please let me know if there are any adjustments or additional items to address!

5. Responding to Something You Don’t Know

Scenario: A question is asked that you don’t know the answer to.
Example:
Hi [Name],

Thank you for your question! I’ll need to review this further or confirm a few details with Marie. I’ll get back to you shortly with an update.

Let me know if there’s anything else I can assist with in the meantime.

6. Scheduling Coordination

Scenario: Assisting with scheduling through Slack.
Example:
Hi [Name],

I’d love to help coordinate a meeting. You can use this scheduling link to book a time.

If none of the available options work with your schedule, please share your availability, and I’ll coordinate a time for you.

7. Requesting Clarification

Scenario: Clarifying details before completing a task.
Example:
Hi [Name],

I want to confirm a few details about [specific task or project] to ensure I’m aligned. Could you clarify [specific point]?

Thank you so much!

8. Following Up

Scenario: Checking in after no response.
Example:
Hi [Name],

I hope you’re doing well! Just following up on my message from [day or time] regarding [specific topic]. Please let me know if there are any updates or if you need anything further from me.

Best Practices for Slack Messaging

  1. Acknowledge Messages Promptly

    • If you can’t provide an immediate answer, let the sender know you’ve seen their message and will follow up.

  2. Use Proper Spacing

    • Example:
      mathematica
      Hi [Name], Thank you for your message! Here’s what I found so far: - Point 1 - Point 2 Let me know if you need anything else. Best, [Your Name]

  3. Be Proactive and Helpful

    • Always suggest next steps or offer support, even if the issue is outside your immediate scope.

FAQ Section for Slack

  1. What if I can’t respond immediately?

    • Acknowledge the message and set a timeframe for follow-up.
      Example:
      Hi [Name],

    Thank you for your message! I’m currently working on [specific task], but I’ll follow up with you by [time/day].

  2. What if I’m unsure how to complete a task?

    • Ask for clarification politely and offer a timeframe for progress updates.
      Example:
      Hi [Name],

    I wanted to clarify [specific detail] about [task]. Once I have that, I’ll be able to move forward and provide updates by [time/day].

  3. How should I handle multiple requests in Slack?

    • Prioritize tasks and communicate clearly about timelines.
      Example:
      Hi [Name],

    Thank you for the updates! I’ll prioritize [task 1] and expect to have it completed by [time/day]. I’ll follow up on [task 2] shortly after.

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