However, while much has been invested in digital first strategies, letters have often been left behind. Many companies have extensive libraries of duplicated letters, created or amended over many years. The language is long-winded and confusing, and the tone of voice inappropriate and inconsistent. Indeed, not only do legacy letters often fail to convey the brand values that many organisations work so hard to convey, poorly written letters can also create confusion, reduce customer response and increase traffic to call centres.
 

I’ve completed many large letter-writing projects for a range of clients, but every one starts in the same way – with a robust audit of the letters in scope to understand the customer journey, the key messages and the desired responses.