Page 51 - Email Support Playbook

Texting Do‟s and Don‟ts

Each communication channel within an Omni-channel bundle is unique and has its own
protocols and etiquette. Although some rules of etiquette transcend all channels, there are
some that are specific to SMS texting. While the list of do‟s and don‟ts extends beyond what
is listed here, below are some of a few key points to consider when texting in a business
environment:

 Write for the Right Audience: In order to write an effective text message, you should
always keep your audience in mind. The message should be written for your dealer, not
your peers.

 Be Quick to Respond: Aim to respond to customers within 1 minute after the initial
contact. A quick greeting assures customers that their message was received and they can
expect a more detailed reply soon.

 Don‟t Get Long-winded! Keep it short, concise and actionable. You only have 160
characters, so make them count. Be clear about your message, but be careful that it is not
too short. It can be easy to appear rude when being brief. For example “Friendly Reminder”
instead of just “Reminder” goes a long way to set the tone.

 Don‟t Use Emojis: They‟re cute, we know. They‟re also best saved for your personal texts.

 Split Long Texts into Two Parts: Respect the 160-character limit for each text. Don‟t
try to squeeze in more information than the text will hold or load your text with
abbreviations so it will fit the character limit. If you have more to say, split the long text into
two smaller ones. Make sure each text makes sense on its own.

Here‟s one crowded text that should be split into two:

SchoolVIEW site licenses, 15-30 users, 6mo license=#399, 12mo=$999.License
opts www.SchoolVIEW.com/compare. Click Cust Licenses at top of pg & we’ll send
quote.

Here‟s the two-text version:

We offer SchoolVIEW site licenses for up to 15 or 30 users. You can choose a 6-
month license for $399 or a 12-month for $999.

Compare our SchooVIEW site license options at www.SchoolVIEW.com/compare.
Or click “Custom Licenses” at the top of the page and we’ll compare a quote for you.

 Do Use Correct Spelling and Punctuation: When you‟re texting for business, your texts
should be spelled and punctuated correctly. Full sentences end with a period; possessives
have an apostrophe, etc.