How Social Media Can Help Automated Email Feel Authentic (Part 1)

Print Friendly

How-Social-Media-Can-Help-Automated-Email-Feel-Authentic-(Part-1)-V2 copy

It’s easy to assume that emails sent by marketing automation software will sound robotic, tonelessly blasting perfect but boring copy that’s irrelevant to most of its recipients. As Ardath Albee points out in a recent blog post, a robotic email campaign is one that is “more about timing than context,” and does “nothing to stimulate dialogue.” Fellow marketers — it doesn’t have to be that way!

Well-planned emails can sound authentic and personable, almost like a real conversation.

I say “almost,” because mind-reading isn’t built into marketing automation yet. (I’m joking.) Seriously, though, automation software gives marketers the freedom to craft nurture streams specific to each major communication scenario they face. This significantly increases their chances of making each email a relevant experience for their recipient.

So let’s get down to business. How do you write emails that feel authentic, even if they’re automated?

If your first attempts at writing automated nurture emails feel stiff or canned, turn to social media for inspiration. When you write for professional purposes in a social network, your language typically becomes more personal, more focused on interaction, while still polished.

Here are some of my favorite tips for writing emails that feel like real conversations, even though they’re designed for marketing automation nurture streams. As you review them, notice how writing for social media has enriched my understanding of writing emails. I’ll share four tips here, and more in my post next month.

1) Use a real sender
This is a familiar tactic for many companies now, but bears mentioning because it’s the foundation of an authentic, personable email experience for your recipients. Every company is made of real employees who can be found on LinkedIn, Twitter, Facebook, Pinterest and other social sites. Your customers already engage with your employees in social networks, so using your employees’ names in automated emails seamlessly transitions relationships from social media to more traditional forms of interaction.

2) Write subject lines inspired by your recipients’ daily lives
Volumes have been written on effective subject lines, which I won’t duplicate here. Here’s a classic writing tip that will get you off to a good start with your subject lines: Visualize what the other subject lines in your recipient’s in-box may look like. Then consider what your recipients may be thinking about when they see your email.

Email subject lines sound authentic when they reflect the sender’s awareness of the recipient’s priorities and problems. Master the art of visualizing someone’s in-box, and you’ll be on your way to subject lines that sound natural, relevant or even funny.

For an excellent illustration of how email subject lines compete in your target’s mailbox, see “The Art of the E-Mail Subject Line.” By the way, newsfeeds in social networking sites also resemble crowded in-boxes.  I believe that participation in social media has helped many of us write better subject lines, because we’re getting used to competing for attention and crafting tweets or updates that are relevant to the concerns of busy followers.

3) Avoid emails that are too long
Good email writers are like skilled networkers at a cocktail party – they say enough to be fascinating and stop before becoming a bore. We all get that, however, mimicking the feat in an email can be challenging. Many of us in marketing are expected to write emails about complex topics. This requires editing the copy so that it’s accurate, short and personable.

When faced with the need to summarize complicated ideas, I sometimes pretend I’m speaking to my recipient in person: “Hi Jerry! You mentioned to me that you are interested in XYZ. I happen to have a whitepaper on the topic that might be helpful to you. The two major points are…”

Even though I don’t write exactly as I speak, writing down my “conversation” will help me express the complex topic in a brief, natural way. Then I just polish my copy.

Here again, social media can help. For example, what key idea would you pick if you had to restrict your topic to 140 characters? Figure that out, and you may have discovered how to write an authentic and refreshingly brief email, even for a tough topic.

4) Use the right amount of formality in your tone

Emails that sound authentic strike the right balance between casual and serious tone. That “sweet spot” varies by industry. To find some good role models, review the major social media influencers in your market and find the ones with the best combination of clarity and engagement. Then ask yourself,

  • How formal are they? What words do use — or avoid?
  • How do they keep their followers interested in complex or dry topics?
  • How do they project their own personalities, while still sounding professional?

These answers will help you write emails that sound professional, authoritative and also warm.

In my next post, I’ll cover some more tips for writing emails that sound authentic — almost like real conversations. Do you have some tips you’d like to share with me? The following blog post by Ardath Albee might give you some ideas: “The Job of a Lead-Nurturing Email.”

Deborah Anne Gibbs
This monthly Marketing Automation and Social Media column is contributed by Deborah Gibbs. Passionate about product marketing, lead generation and marketing automation, Deborah has over 10 years, experience in communications and program management. Her marketing experience includes a wide range of industries, including high tech, automotive and medical devices. She is Pragmatic Marketing certified and, for fun, enjoys jazz, Portuguese and anything Brazilian. +Deborah Anne Gibbs
Deborah Anne Gibbs


Marketer passionate about demand gen, marketing automation & content. Keen on marcom, tech, jazz. Dir Marketing Automation @techaspect. Tweets mine.
Good ideas if you are starting to focus on email marketing for the 1st time. - 18 hours ago
Deborah Anne Gibbs
MYS - Free Preview - JK


  1. says

    Interesting topic to discuss. I’ve noticed a lot of automated emails coming into my inbox that have seemed more legit lately. However, it still only take a little reading of the email to see that it’s just spam. I guess with this you get the recipient to read some of your email at least, but I doubt it increases conversions at all. I would be interested to know though.

Please Leave a Comment!