Essential email skills

80% of helplines provide an email service. 40% provide an SMS service and 40% provide an instant messaging service. Not to mention those helplines which continue to handle letters or faxes. Operating these services is different from providing a telephone helpline – and so are the skills. Yet many helplines assume that people who are good at taking calls are also good at communicating in these other ways. Essential email skills provides the tools that helpline workers need to get it right first time, preventing unnecessary and costly follow-up enquiries. Essential email skills enables your service to adopt a sensitive ‘tone of voice’ that is critical for email, SMS, instant messaging and other written communication. On this course you will learn about:

• the difference between ‘real-time’ and ‘time-delayed’ communications, and the different expectations helpline users may have
• the assumptions we make in written communications
• the structure of written communications
• using the ‘textscape’ to communicate mood and feeling
• dealing with facts and providing information in writing.

You will explore these issues using case studies written in SMS, email and instant-messaging format.
We do not use computers on this course.

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Essential email skills programme.pdf	9.45 KB