Work Basics: Client Email Communication

In Production, you are on front lines of communicating with the client. Here are some best practices.



BODY OF EMAIL

  • Is it clear which episode, shots, and assets you are referring to?
  • Have you attached the reference/drawover/example?
  • Specify when feedback is due, or if there is no need to provide feedback
    • If there is no deadline, are the next steps clear (ex, "Confirming we'll be prepared to discuss Shot ABC_123 live in our 4/28 call")
  • Clearly identify what you want feedback on so there are no distractions
  • Is the asset/shot/episode name consistent with what the Client uses?
    • I.e. we often name assets and shots differently in Shotgrid than what the client is used to
  • Add caveats/DNRs as appropriate
    • Ex, "I'm including a screen cap of the book prop in question for shot ABC_123. Please disregard Jane and Joe, their designs are WIP. Please also note this is not the final BG colour. We look forward to hearing your thoughts on the book cover"
  • HIGHLY RECOMMENDED: break up emails into new paragraphs OR add bullet points 
    • Makes emails more readable
    • Get straight to the key points with your busy clients
    • Never send a wall of text to clients (it's not great internally either...structure an email in a way that makes YOU want to read it)
  • HIGHLY RECOMMENDED: Answer client queries in complete sentences, this ensures absolute clarity on the matter at hand

WHO

  • Are the key internal parties on the CC? 
  • Are the key external parties on the To?
  • Are you addressing the correct person?
  • If this is a smaller email, add individual emails rather than group aliases


EMAIL TITLE

  • Date of meeting notes included?
    • example: SHOW CODE - [Client Name] x [Your Studio]: E109 Animation Dailies - 2022-04-28
  • Relevant department mentioned?
  • Episode/Shot/Asset name clearly indicated?
  • If your show or studio has specific email title practices, make sure you are following those!

Above: So You Wanna Be Prod has tons of excellent work email tips


TIDINESS

  • If you are pasting in info - paste as plain text (right click, "Paste as plain text" or Ctrl +Shift+ V)
    • This removes any old formatting, and will ensure the text is not the obviously-copied dark purple colour
  • Time check - is this email being sent within hours deemed appropriate for your workplace?
    • Ex, some studios are strict about emails being sent between 9:00-6:00
    • Remember to consider your Client's time zone!
    • If applicable, remember to use your email program's schedule email option!
  • Is the main body of the email in black text?
    • This is more accessible for folks who are colour blind (and a lot of folks are!)
    • Some studios ask that certain departments or groups be marked in different colours, follow that guideline if so 
    • Ex, Thanks for the feedback, Anim team! Shot Finaling, you're up next!


ETIQUETTE

  • No "NO" words
    • Usually, studios never want to say NO to client, or say that something is impossible/can't do (unless you have specific instruction from your PM or Producer)
      • As directed, suggest instead to follow up in a meeting
      • OR do some wordsmithing like 'Ideally we would want,' or 'Keeping in the deadline in mind we can do X'
  • If you are feeling unsure, your PM or Producer can help edit or wordsmith an email!
  • If an email needs investigation on your side, its okay to say so!
    • Don't leave a client hanging wondering if you got their email
    • Confirm receipt of an email with something like, "Thanks Jane, confirming are looking into this and will get back you Friday morning when John is back in office"
  • Always address someone at the start of an email, never just "Hello," or "Hi," 
    • If you are unsure you can say Hi all, Hi team, Hi everyone, etc


EMAIL FOLLOW UP

  • Wait until near EOD on due date to nudge something
  • Ensure client reference that comes via email is saved to the network, as well as put on Shotgrid (if applicable)
  • Forward any relevant info to a supervisor if applicable
  • Confirm internally if you are on it or addressing something (ex, message the Prod chat, tell them you see Jane's email and you are working on a response)
  • Remember if you have Gsuite, you can add an email to your Google My Task list


Further learning

So You Wanna Be Prod has lots of great tips on email from formatting to shortcuts to etiquette!

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