Communication Principles
One topic per email. Consistent, professional, options not dead-ends.
The rule — One topic per email. Email is our record, so each topic gets its own thread.
Because we use email as the history of every decision, mixing topics in one thread makes it impossible to track what was agreed on each one. So we keep strictly one topic per email — the only single-thread exception is the monthly recap, which is itself one topic (the report).
When a client sends several topics at once: reply that, as a policy, we answer each topic in its own email so the record stays clean — then split the follow-ups accordingly (see the splitting template in Email Templates).
The other principles
- Personalize before sending — no template goes out with placeholders left in.
- Never just "no" — always offer an alternative or a path forward.
- Give specific dates — "by Wednesday," not "soon."
- Own problems plainly — acknowledge, then state the corrective action.