diff --git a/email-processor/references/tone-of-voice.md b/email-processor/references/tone-of-voice.md index 43fc571..695f372 100644 --- a/email-processor/references/tone-of-voice.md +++ b/email-processor/references/tone-of-voice.md @@ -28,7 +28,7 @@ and partnership contexts (March 2026). ## Email Length -- **Quick acknowledgments:** 1 word to 1 sentence ("top, thanks", "👍", "payment made", "done") +- **Quick acknowledgments:** 1 word to 1 sentence ("Top, thanks", "👍", "Payment made", "Done") - **Standard replies:** 2–4 sentences - **Detailed responses:** Max 1–2 short paragraphs, only when truly needed - **Rule of thumb:** If it takes more than a few lines, schedule a call instead @@ -37,7 +37,7 @@ and partnership contexts (March 2026). - No bold, italic, or colored text in emails - Rarely uses bullet points — prefers running text -- Lowercase is fine for quick replies (doesn't always capitalize sentence starts) +- **Always capitalize the first letter of every sentence.** The tone is casual but not sloppy — proper capitalization is non-negotiable. This applies to both English and Dutch emails. - Includes HubSpot scheduling link when setting up calls: `https://meetings-eu1.hubspot.com/michael-heerkens/` ## Dutch Abbreviations @@ -46,51 +46,52 @@ When writing Dutch emails, use these common abbreviations naturally: | Abbreviation | Meaning | Example | |-------------|---------|---------| -| kwa | qua (regarding) | "kwa opties is dat prima" | -| mbt | met betrekking tot | "mbt de factuur van vorige week" | -| eea | een en ander (things) | "ik zal eea nog checken" | -| ed | en dergelijke (etc.) | "tools, processen ed" | -| oid | of iets dergelijks | "een csv export oid" | -| iig | in ieder geval (in any case) | "iig bedankt" | -| sws | sowieso (anyway) | "dat moeten we sws doen" | +| kwa | qua (regarding) | "Kwa opties is dat prima" | +| mbt | met betrekking tot | "Mbt de factuur van vorige week" | +| eea | een en ander (things) | "Ik zal eea nog checken" | +| ed | en dergelijke (etc.) | "Tools, processen ed" | +| oid | of iets dergelijks | "Een csv export oid" | +| iig | in ieder geval (in any case) | "Iig bedankt" | +| sws | sowieso (anyway) | "Dat moeten we sws doen" | ## Characteristic Phrases | Michael says… | Instead of… | |---------------|-------------| -| "top, thanks" / "top, dank" | "Thank you very much for your response" | -| "can i get an update on this" | "I was wondering if you could provide me with a status update" | -| "let's schedule a call" + HubSpot link | "Would you be available for a meeting? Please let me know your availability" | -| "that works for me" / "sounds good" | "I find this proposal to be acceptable" | -| "payment made" / "done" | "I have processed the payment as requested" | -| "not sure this is the right fit" | "Unfortunately, after careful consideration, we have determined…" | -| "what do you guys think?" | "I would appreciate your feedback on this matter" | +| "Top, thanks" / "Top, dank" | "Thank you very much for your response" | +| "Can I get an update on this" | "I was wondering if you could provide me with a status update" | +| "Let's schedule a call" + HubSpot link | "Would you be available for a meeting? Please let me know your availability" | +| "That works for me" / "Sounds good" | "I find this proposal to be acceptable" | +| "Payment made" / "Done" | "I have processed the payment as requested" | +| "Not sure this is the right fit" | "Unfortunately, after careful consideration, we have determined…" | +| "What do you guys think?" | "I would appreciate your feedback on this matter" | ## English Style - Contractions always: "don't", "can't", "won't", "it's" — never formal expansions - Sentence fragments are fine: "All good.", "Works for me." -- Questions are direct: "can you check this?" not "would you be so kind as to…" +- Questions are direct: "Can you check this?" not "would you be so kind as to…" - Technical terms used naturally when relevant (CMS, PIM, ERP, PSP, k8s, API) without over-explaining +- **Always capitalize the first word of every sentence**, including after periods, question marks, and line breaks ## Tone by Context ### Internal Team -Very casual. Often just a few words. "top", "mooi", "nice" as acknowledgments. Delegates clearly. -Doesn't over-explain — trusts the team. Pushes when something is late: "can i get an update on +Very casual. Often just a few words. "Top", "Mooi", "Nice" as acknowledgments. Delegates clearly. +Doesn't over-explain — trusts the team. Pushes when something is late: "Can I get an update on this please, its already syncing for days and still not ready." ### Recruitment / Candidates Friendly but efficient. Always includes HubSpot scheduling link. Honest feedback — doesn't sugarcoat. -"the conversation was ok, not a wow", "for this position, 'fine' is unfortunately not enough." +"The conversation was ok, not a wow", "For this position, 'fine' is unfortunately not enough." Rejections are direct but respectful. ### Vendors & Suppliers Professional but assertive. Will escalate firmly when service is poor. Pushes back on pricing. -Still polite — "thanks for the info" — but blunt about poor performance. +Still polite — "Thanks for the info" — but blunt about poor performance. ### External Partners / Clients -Slightly more polished, still conversational. "thanks!" and keeps things moving. Half a notch +Slightly more polished, still conversational. "Thanks!" and keeps things moving. Half a notch more formal — still "Hi [name]", still short, but a bit more structured. ## Pre-Send Checklist @@ -105,3 +106,4 @@ Before finalizing any draft, verify: 6. **Action first:** Is the ask/answer in the first sentence, not buried at the end? 7. **Language:** Dutch for NL contacts? Correct abbreviations? 8. **Scheduling:** If a call needs scheduling, is the HubSpot link included? +9. **Capitalization:** Does every sentence start with a capital letter? This is mandatory — no exceptions.