by Cyndie Shaffstall
Let me start this article with an admission: I hate typos. Further: I make typos. Unfortunately, I also subscribe to the premise that to be considered a professional, you must sound like a professional. Yet, in this day of electronic, casual-communication devices used for texting and chatting, the boundary between business and personal communications has been blurred and I believe we have become less sensitive to typographical errors and more receptive to text shorthand, even when the type of correspondence calls for something far more formal. As this casual style edges into our business correspondence, and marketing messaging, we run the risk of causing harm to both our and our brand’s image.
Despite my abhorrence for the misspelled word and my dependence upon editors to ensure I toe the line, my writing is seldom (perhaps never) perfect and I suffer great angst on the occasions when I find a badly ordered letters hidden in plain sight within my writings.
Undaunted, my quest for the perfect content continues and with good reason: The Web Credibility Project conducted by the Stanford University Persuasive Technology Lab found that typos are one of top factors for which a website’s credibility is reduced. If this is true of websites, surely the same can be said about other content we marketers produce, including emails.
According to a University of Michigan and University of Maryland study, in general, homophonous grammatical errors (e.g., your/you’re) affected judgment and readability more severely than typographical errors (e.g., teh) or hypercorrections (e.g., invited John and I), but all typos have shown to have a negative impact on how you and your organization is perceived and how receptive your recipients will be to a message with a typographical error. Typos imply a carelessness and irresponsibility, especially when we are creating content on behalf of your clients.
Many marketers believe that when a typo makes it through, they should immediately issue a correction or apology, but this is not always the best response. You need to keep the gravity of the error in perspective and resist the urge to panic. Take an objective look at the error and evaluate how egregious the error. If the error is statistical data or other numbers, it’s likely more important to address it than if the error is a typographical error such as teh. Likewise, if the error occurs in your subject line, this alone can adversely affect your open rate, so sending out a second email with a new subject line may be appropriate. On the other hand, sending a second email might well be more than your recipients will tolerate and the correction email marked as spam or elicit an unsubscribe simply because it came so closely on the heels of the first. A balance must be reached.
If you find that you’ve made a mistake in your email, take a deep breath and:
We all make mistakes in our content, but it’s important that we learn from them and learn to avoid them. Here is a collection of tips that may help you avoid the need for an apology altogether:
It’s one thing to make the occasional error, but quite another to consistently send emails with errors. Each error will erode your customers’ confidence and thus, damage your reputation and this can be a lasting impression. When asked of their perception of companies who send emails with errors, people use words such as careless rushed, inattentive to detail, incompetent, uneducated, and stupid.
Your email typos might find their way to the inbox of a charitable person who is willing to overlook your error, or to someone simply too busy to notice, but odds are a customer, colleague, or [gasp] your boss will notice and will assume that you are careless or uncaring — neither of which is ideal for your continued employment.
If you are sending SMS messages or posting to your social media, you’ll find that these mediums offer a bit more forgiveness and what might seem like an apology-worthy error in email is a simple snafu socially or in text messaging. Though the formats are forgiving, there is still a call for professionalism, so resist with all your might the urge to use text shorthand in any type of business message, regardless of the vehicle.
Your content sets the recipients’ expectation, establishes you as an authority, and validates your knowledge of the industry. Typos can change this perception in a heartbeat, especially when repeated. Take the time to ensure your content is error-free and you will continue to foster a positive relationship with your recipients — and look brilliant in the process.
As a matter of record, my worst typo was a caption for the photo of a three-star general’s wife, where I noted that she was a lonely lady rather than the lovely lady the client described. What’s yours?