Tone of voice – Email. Honest & Transparent

Guide to Emails

First read the Email Guidelines

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NOTE

In Gmail after copy/paste of text, re select all text, and click bottom right Tx, to remove formatting, see above…

MAC Mail

For Mac mail, re select all text, double click, and select remove style-

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Here are some scenarios when we don’t see the right fit within the client’s project or specific client and ourselves.

1. How to explain to the client if their budget is just not good enough for the project they’ve suggested. Not all clients would take it as positively as some clients would, but we need to maintain a higher ground by promising higher standards come with the rates we charge – and therefore keep a honest and transparent tone of voice.

“My concern is that we’re completely swamped with work at the moment and we can’t find a window of time that we can certainly provide to you.

Also, I feel like the things you’ve asked for in your brief won’t be achievable within a £xxxx budget at the standard that Wholegrain would like to achieve. So I’m not entirely sure if we would be a good fit. I’m happy to have a quick conversation if you need advice, but honestly speaking you need a freelancer who can work closely with you – perhaps on something like a theme modification to achieve your website goals quickly and cheaply.

 Does this help you today?”

If required follow it up with …

“I genuinely hope that your project is a great success and we’re able to help you in the future if another opportunity for projects arise.”

OR

“I really appreciate your reply.

I sincerely wish you the best with this project and please do get in touch if there is a project that you’d like to discuss in the future.”

2. How to explain if we just don’t have the time.

“Hi XXX

Thanks so much for your enquiry.
We are incredibly sorry that we can’t help you at this point or in the month of xxx. We are genuinely swamped with work for the next 6-8 weeks and can’t start on anything new. We like to take on projects when we are able to give them full attention.
Would you be able to get back back in touch with us if you haven’t found the right partner in the next few months? We can then work out a slot when we can work with you and then provide you with a quote.
All the best,

XXX”

 

3. How to explain to a client that they don’t fit within our ethical policy. Just like any example, Not all clients would take it as positively as some clients would, but we need to maintain a clear and honest tone of voice.

“I’ve just been through your site because we were going to have a conversation soon.

 I’m so sorry that we genuinely won’t be able to take on this project so it would be advisable that I don’t spend any more of your time. 🙂

The two reasons we are not able to take on this project are:

1. We are genuinely swamped with work and don’t have the resources to take on a new project in the coming months.

2. Whilst you’re not promoting XXX industry/ies, the magazine/site is too closely aligned with those industries. This falls into a grey category against the lines of our ethical policy.

I can at this point in time only direct you to credible agencies like that of Pragmatic web or HumanMade to help you out for now. 

They all are WordPress experts in varying degrees and may be able to help you.

I hope you find someone who can help you as soon as you need help.

All the best!”

4. How to respond if we are asked to work on a white label basis.

Thanks for getting in touch.

“We have done a lot of work with agencies as their WordPress development partner in the past and this has been very successful.

However, we no longer work on a white label basis and have found from our experience that it is much better for all involved when the relationship is transparent to the end client.

What we normally recommend is for you to send us a brief of a typical project, so that we can give you an example quote to see whether or not the costs work for you.

I hope that helps. Let me know if you with like to discuss things in more detail.”

WordPress Launch Checklist

Launching a New Site

This list covers the main things a project manager needs to check before launching a new WordPress site. This checklist is in addition to the Standardized Deployment Guide (this is a Google Doc, if you are not able to see it please let Vineeta or Eugene know).

Pre-pre-launch

  • Check that we have DNS controls (Domain providers like easyspace.com don’t provide DNS access over weekends/bank holidays – so never try to launch a site over the weekend if the domain is with them)
  • Check that we have sufficient hosting access (ideally cPanel and FTP)

Pre-launch

  • In order to facilitate 301 redirects, create a list of old & new urls.
  • Install and configure the general settings of Yoast SEO plugin that’s overall name of the site and the general description. Also you can verify the Google Search Console (former Google Webmaster tools) code if you have access to client’s account and submit the xml sitemap.
  • If you are revamping a website, the Yoast SEO plugin will give you the opportunity to migrate all SEO settings in one go.
  • Check if email has a “mailto:” and telephone number has a “tel:” link – check if it affects the look and feel on desktop and mobile.
  • Check that H1 headings are in place (1 per page only). You can look at the source code (right-click on a given page) and check how many times you see H1 in the code.  You should double-check each page source page.
  • Delete unused themes and plugins.
  • Upload a site favicon.
  • Test the search bar and make sure the search results page looks as intended
  • Make sure the 404 page looks as intended
  • Speed test the site and optimise images and code if required. Run a pingdom or gtmetrix to see a report for free. You can decide from there if the images used are too large and are slowing the site down. You can then use a plugin such as Imsanity or WP Smush to reduce the size of the images. Optimisation of code is generally for custom sites only and the allocated developer will know how to do it for you.
  • Add Google Analytics tracking code.
  • Make sure there is an admin user with our default company email address eat@wholegraindigital.com
  • Save theme version to git repository.
  • Backup!
  • Add the Content Freeze plugin to prevent anyone from editing the content during migration.

Changing DNS records

Only change nameservers when really necessary – or else only change A records for the site’s URL (with www and without www) to point to the A records. So the two A records to change are @ and www to point to the IP. FlyWheel has a useful “How do I set up my DNS?”

Remember that MX records could be set to point to google mail or any other emails  – we should never ever tamper with those.

Post Launch

  • Make sure the actual domain name appears on the General Settings page within the WordPress dashboard.
  • Delete dummy pages and posts. However, if you have to keep a couple for reference, then save them as draft so that they don’t get included in the sitemap.
  • Check for broken links such as navigation, general links on the home and important pages, the Broken Link Checker plugin will make this job much easier. For example slider sometimes continues to point to the staging site out so do the images and when clicked on can take you away from the live site. Also internal links as a general rule should open in the same window but external links in a new window.
  • Configure required 301 redirects (check the client’s Google Search Console account to find out what links need fixing). With the aid of the redirection plugin add ‘from’ and ‘to’ links to fix 404 errors. This reduces the chance of a long drop in Google rankings.
  • Ensure that search engines visibility is “NOT discouraged” under Settings > Reading.
  • Ensure Google Analytics are recording traffic.
  • Check that both www and no-www urls work.
  • If it’s a new site, verify with Google Search Console (former Google Webmaster Tools). If it’s not, make sure that the site is still verified.
  • Add the main xml sitemaps (pages, posts, portfolio items) to Google Search Console.
  • Test upload an image/pdf document.
  • Test all contact forms on multiple devices.
  • Re-test the search bar
  • Re-test the 404 page
  • If you used the “WP Help” plugin and you synced content from a third party site, make sure that site will not be deleted.
  • Speed test the site again and configure a caching plugin (ONLY on servers without caching). The allocated developer will know how to do this for you.
  • Hide the staging website – put a landing page on and make sure search engines are still blocked.
  • Send out the “Project Completed” email template.
  • Update our “Launch Dates” file.
  • Change the admin email address on the General Settings to one of the client’s.
  • after a week, check Google Search Console to see if there are any 404 errors.

At the end of the 30 days warranty period, if no maintenance contract was agreed

  • Send out the “end of warranty” email.
  • Remove the staging site from backups software (BlogVault) so that it doesn’t clog the system.
  • Remove the staging site from your development environment.

Equal Opportunities Policy

Our Goal: “A Diverse, Vibrant and Inspiring Place to Work”

Introduction

Good equalities practice benefits everyone. Scamper acknowledges that the quality of life for many people has been eroded by disadvantage and discrimination, and that experience of this is both wide and varied.

People are still discriminated against because of their ethnic origin, gender, disability, age, religion or sexuality. Scamper also recognises that some people suffer discrimination due to ill health, social exclusion and other socio-economic factors.

As a business committed to sustainability, Scamper aims to use policy to work towards bringing discrimination to an end and to improve the quality of life for everyone for everyone affected by its activities.

Policy Statement

Scamper seeks to play a part in creating, maintaining and promoting a society in which each person has an equal entitlement and access to high quality opportunities and services irrespective of race, religion, age, disability, gender, sexual orientation or social class or origin.

Scamper is strongly opposed to discrimination, whether intended or unintended, in all its forms. It is therefore committed to:

  • Promoting and understanding the principles and practices of equality and justice
  • Identifying and removing practices and procedures which may result in direct or indirect discrimination
  • Providing equal access to appropriate resources and opportunities throughout its services
  • Encouraging active participation and involvement in decisions about priorities for all members of the community
  • Ensuring that recruitment, employment, promotion and training systems provide equality of access throughout
  • Securing compliance with all relevant legislation
  • Recognising that individuals’ needs vary and that a flexible approach is required to ensure full participation and access to all it services
  • Monitoring and evaluating the implementation of its policies and making changes and corrections where necessary

Scamper expects all its employees to commit themselves to challenge and combat discrimination in all its forms.

The priority of Scamper is to protect and promote the rights and interests of individuals and communities. Where there are conflicts of interest we will make judgements according to existing laws and policies.

Policy Aims

Wholegrain Digital is committed to:

  • Providing equal opportunities in recruitment and employment
  • Developing services that benefit not only our clients, but wider society
  •  Wholegrain Digital  will achieve these aims by:
  • Putting equality and social justice at the heart of its operations and services
  • Challenging discrimination
  • Ensuring that commitment to equalities is an ongoing process
  • Regularly consulting stakeholders

Amplifying the Policy

Providing Effective and Accessible Services

Wholegrain Digital aims to:

  • Keep under review its services to ensure they meet the differing needs of individuals and groups
  • Provide clear information about Wholegrain Digital  and its services
  • Scrutinise and monitor services to make sure that they do not discriminate
  • Ensure equal access to the companies complaints procedure
  • Make  Wholegrain Digital s position on equality clear to all clients and potential clients

Providing Equal Opportunities in Recruitment and Employment

Wholegrain Digital aims to:

  • Become a model employer in terms of good practice on equal opportunities in the workplace
  • Employ a workforce that represents the diversity of society and in doing so serve gain a broader, more global perspective and serve society more effectively
  • Monitor the recruitment and selection process to ensure that applicants for jobs are considered only on the basis of relevant experience, qualifications, skills and abilities
  • Provide a safe and accessible working environment which values and respects employees’ identities and cultures
  • Help and encourage employees to reach their full potential through a variety of means including training appropriate to their needs
  • Provide the positive action allowed under the law to help to redress employment imbalances

Key Issues for Different Groups

Discrimination can be direct or indirect, intentional or unintentional. Discrimination can be perpetrated by individuals, groups or institutions.  At an individual level, discrimination is based on personal attitudes of superiority; at a group level, shared behaviour serves to reinforce discrimination; at an institutional level, prejudice becomes embedded in policy and procedure with the effect of excluding some people in favour of others.

At all levels, discrimination caused by unfair treatment and unequal distribution of opportunities and resources deprives people of a good quality of life and serves to reinforce a cycle of multi-faceted disadvantage.

Age Discrimination

Definition- negative assumptions based on a person’s age, which can affect both young and older people, particularly when they apply for jobs

Wholegrain Digital is committed to:

  • A recruitment and employment policy that does not take age into consideration either in recruitment, promotion or training
  • Eliminating reference to age in recruitment material unless it is specifically relevant to the job
  • Having in place a complaints procedure which takes into account age discrimination in service delivery

Disability Discrimination

Definition – this occurs when Disabled people are faced with barriers to their full participation in society e.g. lack of access, negative attitudes, lack of support systems.

Underlying this is a lot of negative stereotyping over what disabled people can and cannot do. The Disability Discrimination Act 1995 makes it unlawful for employers to treat Disabled people less favourably than others.  Wholegrain Digital undertakes to be proactive in countering this form of discrimination and promoting a positive attitude towards providing opportunities for people with disabilities

Wholegrain Digital is committed to:

  • Ensuring that employees are aware of good practice when providing services or working with disabled people and have a clear understanding or their duties and responsibilities
  • Ensuring that terms and conditions of employment do not disadvantage people with disabilities
  • Ensure that the working environment does not prevent disabled people from taking up positions for which they are qualified by providing appropriate facilities, support and training to employees who have impairments, or who develop impairments while working for  Wholegrain Digital
  • Taking positive steps to ensure that disabled people have fair access to promotion

Racial Discrimination

Definition – the belief that one culture and set of values is superior to another, leading to prejudice on nationality, ethnic, origin, colour and culture. The Race Relations Amendment Act 2000 places a general duty on all public bodies for eliminating all forms of racial discrimination, promoting equality of opportunity promoting good race relations between people of different racial groups

Wholegrain Digital is committed to:

  • Training employees at all levels to enable them to recognise and challenge all forms of racial discrimination and to raise cultural awareness
  • Ensuring that work practices and policies do not alienate or disadvantage employees from minority ethnic communities or prevent them from having fair and equal access to jobs, promotion and training
  • Taking decisive action to address incidents of victimisation or harassment in relation to any aspect of the companies activities

Discrimination on the Grounds of Sexuality or Sexual Identity

Definition – negative attitudes and prejudices based on the belief that heterosexuality is the norm. The Human Rights Act 1988 Article 8 includes the right to ones sexuality

Wholegrain Digital is committed to:

Creating a positive working environment in which lesbian and gay employees have fair and equal access to jobs, promotion and training

Training employees in order to ensure that the workplace is free from discrimination.

Discrimination on the Grounds of Religion and Faith

Definition – negative perceptions based on the view that one set of beliefs is superior to another. The right to hold and practice religious faith is enshrined within the Human Rights Act 1988 Article 9

Wholegrain Digital is committed to:

  • Respecting each person’s religious beliefs
  • Taking account of religious festivals and practices when planning and organising events or services or developing policies
  • Ensuring that work practices or requirements do not unreasonably disadvantage people from any particular religious group
  • Treating discrimination on the ground of religion with the same force as all other forms of discrimination

Sex Discrimination

Definition – prejudiced attitudes that suggest that one gender, usually women, lack certain skills, abilities and characteristics that the other gender possesses

Wholegrain Digital is committed to:

  • Ensuring recruitment and working practices do not disproportionately disadvantage either gender in gaining fair and equal access to jobs, promotion and training
  • Keeping under review pay and conditions of service to ensure the principle of equal pay for equal work is fully adhered to
  • Developing work practices that ensure that the needs of employees who have child care and dependant care responsibilities are taken account of
  • Supporting employees taking maternity or paternity leave or time off to care for children or other dependants
  • Training employees to raise awareness of their statutory obligations and ensure that the workplace is free from discrimination and harassment and acting promptly if any such incidents occur

Legislation

Wholegrain Digital will comply with all anti-discriminatory legislation including:

  • The Sex Discrimination Act 1975 (updated 1986)
  • The Equal Pay Act 1970 (updated 1983)
  • The Race Relations Act 1976 (amended 2000)
  • The Disability Discrimination Act 1995
  • Sex Discrimination (Gender Reassignment) Regulations 1999
  • The Crime and Disorder of Offenders Act 1974
  • The Rehabilitation of Offenders Act 1974
  • The Human Rights Act 1998
  • European directives and regulations

Wholegrain Digital recognise that legal obligations in relation to discrimination may overlap between different groups, and that some groups do not benefit from legislative protection. We will ensure good practice towards all groups through this policy.

Responsibilities

Our Responsibilities

The Company Directors are responsible for determining the equalities policy and overseeing its implementation. It is responsibility of the directors to provide the overall direction and leadership for the policy and to monitor its outcomes, ensuring that the company complies with this policy. This they will do through regular discussions and meetings where appropriate.

Your Responsibilities

All managers and supervisors have a responsibility for familiarising themselves with the policy, for ensuring that it is distributed to, and understood by, all employees and for dealing appropriately with any breaches of it. Managers are also responsible for ensuring that they promote equal opportunities in their planning and operations.

Every employee is responsible for putting this policy in place and for mainstreaming its provisions. Breaches of the policy will be dealt with under the company’s disciplinary procedures as appropriate.

Health and Safety at Work Policy

Our Goal: “Healthy Happy People”

The Management of Scamper Ltd is committed to the health and safety of its employees and for all who are involved in our projects. Protection of employees from injury or occupational disease is a major continuing objective. We are committed to continuing improvement toward an accident-free workplace through effective administration, education and training. All supervisors and workers must be dedicated to the continuing objectives of eliminating the “near misses” which will greatly reduce the risk of injuries.

Our philosophy is that the well-being of our company and clients is dependent on the health and safety or our workforce. The Directors and Officers of this company promise that every precaution reasonable in all circumstances will be taken for the protection of all workers.  No job is to be regarded so urgent that time cannot be taken to do it in a safe manner. The welfare of the individual is our greatest concern.

Supervisors will be responsible for the health and safety of workers under their supervision. Supervisors are responsible to ensure that equipment required for use by each worker is safe and that each worker works in compliance with established safe work practices and procedures for each piece of equipment. Workers must receive adequate training in their specific work tasks to protect their health and safety.

All supervisors, employees and subcontractors must protect their own and fellow workers’ health and safety by working in compliance with the Health and Safety at Work Act (1974) and any subsequent amendments thereto or recommendations of the Health and Safety Executive and all applicable regulations and safe work practices and procedures established by our company.

We recognize that a safe work environment can be established and sustained only through a united effort by all employees and subcontractors and that the assistance of each person is required. Your attitude and cooperation in promoting accident prevention will assist in achieving our goal: “no one gets hurt”, and make our company the best place to work, one where employees share in corporate growth and success.

Everyone from the Managing Director to new associates have the responsibility to ensure a safe and healthy workplace.  We all must work together to prevent incidents from creating unwanted losses and personal injuries or illnesses.

What’s more, health is at the heart of the Wholegrain Digital brand and we aim to create a company culture in which healthy lifestyle choices are encouraged and supported.

Quality Assurance Policy

Our Goal: “First class services delivered every time”

A Quality Assurance procedure documents how an organisation will plan, implement and assess the effectiveness of its quality assurance and quality control operations.

As an organisation committed to providing its customers with the highest level of service and providing maximum social and environmental benefit from their work, Wholegrain Digital has documented the Quality Assurance procedure to act as a framework for its operations.

The objectives of the Quality Assurance System are:

  • To maintain an effective Quality Assurance System to achieve and maintain a level of quality which enhances the company’s reputation with customers.
  • To ensure compliance with relevant statutory and safety requirements.
  • To endeavour, at all times, to maximise customer satisfaction with the services provided by Wholegrain Digital.

Wholegrain Digital is committed to:

  1. Knowing customer’s expectations and needs, continually providing high quality service.
  2. Solving customer complaints immediately, preventing problems from recurring and occurring, and earning customer trust.
  3. Developing a quality management system and making consistent improvements of its effectiveness.
  4. Setting quality goals from a customer’s viewpoint, understanding the condition of achievement and reviewing the appropriateness and adequateness of the goals.

The Quality Assurance Procedure consists of three levels:

Level 1: Quality Manual

This level details the corporate quality policy and structure of the company and references appropriate operating procedures.  Wholegrain Digital’s quality policy is to achieve sustained, profitable growth by providing services that consistently satisfy the needs and expectations of its customers.

This level of quality is achieved through adoption of a system of procedures that reflect the competence of the company to existing customers and potential customers.  Achievement of this policy involves all staff, who are individually responsible for the quality of their work, resulting in a continually improving working environment for all. This policy is provided and explained to each employee by the Directors.

To achieve and maintain the required level of assurance the Managing Director retains responsibility for the Quality System.

Level 2: Operating Procedures

These documents describe the actual processes and controls applied to all activities concerned with the attainment of a quality assured consultancy service.

At Wholegrain Digital, the services are tailored to the clients’ needs. The documents presented to the clients are proof read by the team members. These are produced as per the internal guidelines and processes such as the Wholegrain Digital Brand Constitution, Sustainability Policy, and Brand Strategy Methodology for each of the projects.

Wholegrain Digital is 100% committed to each project.  The project is thoroughly studied before tender application, and only applied for if it fits within the competency of the team members and availability of human and technical support.  Each member who will work on a project is allowed to set aside time to carry out independent research for the project. The research time brings more insight to the project.

The strategies are followed for maximum effectiveness are:

  • Document guidelines and instructions for critical tasks and processes more consistent results, saving in time, easier improvement
  • Make information available via computer quicker and easier to access resulting in reduced paperwork, easier to keep up-to-date and accurate, significantly easier to change and improve

Level 3: Quality Planning

As the company operates a customised type and range of services, customer satisfaction and quality are achieved by interpretation of the quality system in place with respect to the individual client and project. Specific customer requirements are identified and documented during the contract review process, allowing these requirements to be communicated and achieved, ensuring satisfaction of all customers declared needs.

The clients are given a chance to present and discuss their views at any stage. The Wholegrain Digital team would answer to all doubts and complaints for it is important that the services provided by us meet the client’s needs.

This assures happy clients and thus the following benefits:

  • Improved efficiency
  • Organisational growth
  • Increased effectiveness
  • Staff development
  • Legitimacy with external stakeholders.
  • Living the Wholegrain Digital brand promise
  • Promotion of sustainable principles
  • Improved reputation and word of mouth promotion
  • Our clients will become more successful

Sustainability Policy

Our Goal: “Make a big impact for our clients, with a small impact on the planet”

Introduction

Increasingly, sustainability is becoming a key issue for businesses and society in general, as people realise that current industrial, economic and social systems are storing up problems for the future. Sustainability is not about moving backwards, but about looking forwards to new, better ways of doing things.

Wholegrain Digital believe in the triple bottom line concept of sustainability, which focuses on three key areas:

  • Environmental – reducing environmental damage to levels that can naturally be absorbed by nature
  • Social – developing a healthy and fair global and local society
  • Financial – creating sustainable business models and stable, prosperous economies

 

Wholegrain Digital Sustainability Policy

At Wholegrain Digital we aim to do our best to work towards sustainability. We’re not perfect, but it is something that we take very seriously. We have a range of environmental, social and financial strategies to help us reduce our negative impact give something positive back to the world. These include:

Environmental

  • Wholegrain Digital intends to minimise its carbon footprint by operating a virtual business structure, centred around our innovative workspace in Westminster. This allows our associates to work at convenient locations and avoid excess travel. We also use the most efficient, practical mode of transport for each journey.
  • Wherever possible our stationary is recycled or recyclable and hence minimises its impact on the Earth. We use wood and paper only from sustainable sources where available. Perhaps more importantly, we try to avoid using physical stationary and printing documents wherever possible.
  • We reduce by only buying products which we need, reuse by using second hand products where available and selling our unwanted items, and try to recycle or compost as much of our waste as possible.
  • All of our cleaning products are natural, biodegradable and are bulk purchased when possible to minimise packaging.
  • We use low energy appliances wherever available.
  • We avoid flying where possible, and instead work with international clients, staff and partners using web communications and travelling over land if required.
  • We try to keep our carbon emissions to a minimum. Any remaining measurable carbon emissions from our energy use and transport are then suppressed through the charity Excellent Development who tackle climate change through third world development projects.
  • We develop services that can be delivered with no physical goods production or transportation

Social

  • We value our team. We make sure that our team members enjoy their work by giving them every possible opportunity to express themselves,  fulfil their potential and fit their work around the other important aspects of their lives.
  • We allow flexible working by allowing our team members to choose their own place and time of work. This helps team members maintain a healthy work-life balance.
  • We maintain healthy relationships with our customers and accommodate their needs wherever possible.
  • We use local suppliers where possible to reduce our carbon footprint and stimulate the local economy.
  • We only deal with ethical organisations that treat their staff well.
  • We try to create opportunities for young talented individuals with strong ethics and help them to develop their careers by getting them involved in our work and helping to promote them.
  • We use fair trade products where appropriate.
  • We comply with all equal opportunities laws and regulations.
  • We actively promote the benefits of socially responsible business.
  • We refuse to work with organisations involved with ethically dubious activities such as military systems, tobacco, junk food, nuclear power, hunting, animal testing and genetically modified crops.
  • We bank with The Co-operative Bank because we consider them to be one of the most environmentally and socially responsible banks in the UK, even though “ethical bank” is a bit of an oxymoron.

Financial

  • We will build a strong, valuable brand.
  • We will keep costs to a minimum by virtual operation of the business using modern communication technologies.
  • We will avoid ethical liabilities by implementing our social and environmental sustainability policies.
  • We will minimise debt and other financial liabilities.
  • We will invest in sustainable businesses, to help encourage the growth of a sustainable economy, as well as providing the business with a strong long-term investment portfolio.
  • We will implement simple and effective business systems so that the business runs efficiently without reliance on the specialist knowledge or skills of any one individual.

Email signature in desktop and mobile

Step by step procedure.

Below here are steps to create an email signature in desktop and also mobile. Here is a link that shows you how to create the signature.

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1. On the outlook navigaiton bar, click on the Setting Icon.

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2. Go To Option

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3. Click on Formatting, font and signature
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4. Click on the drop down menu, select Edit in HTML
5. Go to Notepad Document, copy the HTML  file of the Email signature.
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​​​6. Go back to the outlook and Paste the HTML code in.

7. Save and it’s Done!

Now I’ll show you how to create a mobile signature. It’s a little bit complicated. I’ll show you step by step as well.

Step by step ( Mobile Signature)​

1. Send an email from your own email that has the signature on.

2. Go to the email you received from your the one you sent.Double tap on the signature, select all the signature and Copy the whole section.

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3. Go to Settings

m2 copy

4. Go to Mail, Contacts, Calenders

5. Select on Signature
m3 copy

6. Double tap on the section and Paste the signature​ that you copied.

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7. Shake your iPhone ONCE, click on Undo change attributes.

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8. Done! You’ve got your email signature now.

Email Guidelines

Wholegrain Digital is a service business and the heart of good service is good communication.  Since most client communication happens via e-mail, this guide provides some basic guidelines for writing good e-mails.  They are not hard and fast rules, but provide a template of good practice.

1. Subject lines

A good subject line is crucial for organising and prioritising e-mails. It should be concise, unique and specific – thus allowing you, the client and other team members to easily see what it is about and distinguish it from other e-mails in the inbox.

If an e-mail requires urgent attention, put URGENT at the beginning of the subject.

NEVER send an e-mail with the main message in the subject line and an empty e-mail. It appears rude and unprofessional.

2. Salutation

E-mail should always start with a greeting to the recipient such as “Hi John” or “Good morning Sarah”.

This is good manners but also useful if there are multiple recipients of the e-mail, since it could otherwise be ambiguous who is being directly addressed. Some people will skip e-mails if not addressed to themselves directly.

Be sure to always spell the clients name correctly.  Pay articular attention when emailing clients with unusual names, as it can be offensive to receive an email with your name spelled wrong.

Similarly, always end your e-mails with a polite greetings and your name. It is simply good manners.

3. Tone of voice

It is important to remember that e-mails have no tone of voice and so the recipient will often imagine the tone of your message. This could lead to occasional cases where a friendly email gets interpreted as serious and unfriendly. Always make an effort to think how your e-mail could be perceived and clarify your mood or intentions in your writing if required. Sometimes a simple statement such as “Thanks for the information. I’m going to try to get this done for you promptly” before “but I’m unable to move this forward until I receive the remaining assets from you” gives the latter statement a more positive context and tone than if you sent the second statement alone.

Similarly, we always want give our customers the best service and so this should be communicated clearly in your e-mails. If you sometimes are unable to service the client needs for whatever, this should be explained sensitively and ideally with a proposition of how the client could get help they need. The client should always be made to feel valued and understand that we genuinely want to do the best we can to help.

4. Speed of response

E-mail is a poor form of communication if a speedy response is required. However, it is the preferred method of communication for many clients and we should always try to respond quickly. As a guideline, we should aim to reply to all e-mails within 1 business day (ideally faster), even if we simply reply to acknowledge receipt and inform the client when they should expect a response in full.

If you will be away from your e-mail for at least a day, always switch on your auto-responder to advise the client when you will return and provide a secondary contact.

It is always good to advise clients to call if they have an urgent issue and to also e-mail their designated support e-mail address if they have one. This helps to ensure that someone in the team can pick up their messages quickly.

5. Sensitive and complex issues

Most topics can be discussed via e-mail but if you need to discuss a very sensitive topic, it is often best to pick up the phone and talk about it. As mentioned, emails have no real tone of voice and a friendly phone call is often a lot more effective.

Similarly, if discussing a complex issue, it can be a lot quicker and easier to have a phone call than to play e-mail ping pong for hours on end.

However, always remember that it can be hard to remember what was discussed in phone calls and you may need a record for future reference.  Therefore, always follow up your phone calls with a quick e-mail summarising what was discussed. This is also useful for the client because it reassures them that you have understood the requirements and noted them all accurately.

6. Referencing colleagues

You will often need to reference colleagues in e-mails. Remember that clients may not be familiar with your colleagues and so an introduction is always useful.  For example, “I’ve cc’d our designer Joey on this e-mail because he will be working on the landing page design“.

It is both respectful and informative to mention your colleagues by name and role, rather than making generic statements like “a colleague” or “a developer“.

If you do need to make a generic reference to a client (e.g. because you have not yet designated a team member for that job), then it is always best to refer to “our designer” or “our developer” instead of “a designer/developer“. It is more respectful to your team members when you reference them in context of the Wholegrain team and also reassures the client that a member of the Wholegrain team (and not a random stranger) will be looking at it.

7. Clarity

Good communication is clear communication. Be sure to think through your e-mail before sending. Like any written work, it should generally have a beginning, a middle and an end.

  • Beginning  – Introduce the topic
  • Middle  – Provide the required details. Lists are often better than large chunks of text
  • End –  Summarise and conclude

This might not always be required, but if in doubt, it is a good guide.

You should also think about who you are writing to.  Don’t bamboozle clients with technical information and unless you know that they are comfortable with it.

Finally, avoid jargon (complicated technical terms and acronyms) wherever possible. It is not helpful!

8. Proofreading

You may not have time to thoroughly proofread every e-mail that you send but you should at least skim read them to make sure that there are not any glaring errors or omissions.  Also keep an eye on the automatic spell checker in Google mail and correct any spelling mistakes where appropriate before sending.

Ethical Policy

Wholegrain Ethical Policy

Wholegrain Digital was established with the objective of making a positive impact on the world by helping good people do good things while working in a way that has minimal negative impact on society and the environment. Our ultimate goal is to create a company that has a genuine positive impact on the world, and we will continually strive towards that goal.

A big part of the impact that we have revolves around the type of projects that we work on. We work with clients in many different industries and try to work with positive people on positive projects.  This is determined on a case by case basis where we feel that there is a good fit. However, we positively and negatively screen projects to ensure that they fit with our values.

To clarify, we primarily screen projects instead of clients due to the fact that many organisations are complex and are engaged in many activities, so it is quite possible that a single client could be engaged in projects that we would refuse to work on while also being engaged in positive projects that we would love to be involved with.  However, there may be extreme cases where the parent organisation fails our screening to such an extent that the team feel uncomfortable being associated with them even on a positive project, in which case we would decline the project on that basis.

Positive Screening

We will aim to work on projects that:

  • promote a healthy natural environment, such as clean energy and non-toxic goods
  • reduce consumption of physical goods
  • reduce waste
  • raise awareness of important environmental, social and ethical issues
  • tackle injustice
  • encourage healthy lifestyles

We also aim to work on projects where the client organisation:

  • promotes fairness and equality in the workplace
  • pays all workers fairly
  • has strong, well documented social and environmental policies

Negative Screening

We will not undertake projects that directly promote any of the following:

  • Alcohol
  • Arms, ammunition and conflict
  • Discrimination
  • Fossil fuels
  • Gambling (with the possible exception of pro poker)
  • GM (that’s genetically modified crops, not General Motors)
  • Meat and dairy
  • Pay day loans
  • Tobacco

Also see our environmental policy and anti-discrimination policy.