Email or text? How to pick the right one
Email and text messages both land straight in your customers’ pockets, but they do different jobs. Here is a simple way to choose between them, and how to use both without being annoying.
What each one is good at
Email is for stories and detail: Newsletters, offers with a bit more to say, how-tos and anything people might want to come back to. It is easy to add images, links and your branding.
Text is for right-now moments: Reminders, delivery updates and "we have a space tomorrow" nudges. Texts are short and get noticed quickly, so save them for things that matter today.
A quick rule of thumb: If it needs a paragraph, send an email. If it fits in one line and has a time limit, send a text.
Be someone worth hearing from
Get permission first: Only message people who have said yes, and make it easy to say no. It keeps you on the right side of the rules, and your list full of people who actually want to hear from you.
Use your name: Send from a real name or a business name people recognise, and start with their first name where you can.
Do not overdo it: Once a week is plenty for most businesses. Texts should be rarer still.
Keep it simple and check what works
One message, one job: Ask for one thing per message, whether that is booking, replying or buying, and give them one clear button or link.
Look at what people do: Opens, clicks and replies show you what works. Try two subject lines and keep the winner.
Let automation do the repeat work: Welcome messages, reminders and follow-ups can run by themselves once they are set up.
Want a second pair of eyes on this? Say hello and we will take a look, no strings attached.
Written by the Funnal team. Illustration: Funnal.
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