First messages to a new customer or employee.
WHY THEY MATTER DISPROPORTIONATELY
Early impressions set expectations for the relationship.
WHAT A CUSTOMER NEEDS FIRST
Confirmation of what they bought What happens next, and when What they must do How to reach you
WHAT TO AVOID
Everything at once Marketing material before the practical information
WHAT SEQUENCE WORKS
Confirmation, then what to do first, then what comes later.
WHY SEQUENCED
A single long message is not absorbed.
WHAT TO MAKE OBVIOUS
The one action they should take now.
WHAT A NEW EMPLOYEE NEEDS BEFORE STARTING
When and where to arrive Who to ask for What to bring What the first day looks like
WHY BEFORE
The days before starting are anxious and information-free.
WHAT TO SEND IN THE FIRST WEEK
Who people are How things work here Where to find things Who to ask about what
WHAT TO AVOID
Documentation dumps Assuming they will ask
WHY THAT SECOND POINT
New people avoid asking, to avoid appearing lost.
WHAT TO DO
Offer information before it is requested.
WHAT TO CHECK
Whether the messages actually helped.
HOW
Ask them, after a few weeks.
