Communicating Externally

Methods of communicating Externally

When we communicate to our customers and outside of the business we use the following channels: 

• Website

• Blog

• Press

• Email

• Phone

• Conferencing/Events

• Zendesk

• Meetings

• Webinars

• Podcasts

Communicating to customers/potential staff

What platforms to use

When speaking to customers we recommend sticking to the following options. Phone, direct, email and Zendesk. For other forms of communicating such as on social media please speak to the Comms team before. 

How to communicate

When speaking to customer take into consideration our tone of voice and be sure to be professional, friendly and clear. 

Things to avoid

We all have our bad days, that goes without saying, but do not use any inappropriate language or comments when speaking to anyone.

Emailing Externally

When emailing anyone outside of the company please be sure to have a quick look over the below before you do.

Email signature

You should of received the company's email signature guide during your induction week at the company, if you haven't please contact the comms team. Please refrain from manipulating the signature in anyway, such as changing the size of the logo or adding additional content.

The do’s and don’ts

Do speak clearly and in a way that our customers can understand.
Do write in a polite and friendly tone.
Do make it transparent and honest in what you are saying.
Do check over your email for spelling and grammar. 
Do not use offensive or foul language when emailing anyone.
Do not use inappropriate imagery.
Do not make false claims or over promise.
Do not use Codeweavers or it's customers to sell or promote any products or materials that are not made by Codeweavers or it's trusted partners.

Use of Imagery

Imagery, GIFs and videos can be a great way to share with customers what we do and how our range of solutions can help their business. However when emailing externally if using any imagery in emails insure it is appropriate.

Mass External Emails (Marketing Emails)

Who should send mass external emails

Any mass emails sent out to multiply customers or segments of our customers must first be approved by the comms and marketing team and should be sent via Mailchimp ( the preferred email platform we use). This can be done by dropping an email to: marketing@codeweavers.net 

Requesting for an email to go out

If a mass communication needs to go out to customers please get in touch with the comms and marketing team. Relevancy is key, please let us know the type of customer that we need to email to ensure the email is relevant. Please also consider the nature of the communication, if product related please ensure the comms and marketing team is involved in the development phase. If the matter is urgent and a technical issue, please contact support and the comms and marketing team as soon as possible, by speaking to us in person or emailing us. 

Please also note if we do not have legitimate interest to email the customers we will be unable to do so. For example if you have some prospects you would like us to email, if they haven’t opted in for email marketing with Codeweavers we will be unable to email them.

Email templates to use (available in Mailchimp)

We use set templates for all the mass emails we send out to our customers, these are to be sent out by the comms and marketing team. For any further questions or feedback on the templates please speak to the marketing team in person or slack us! 

Product Communications Externally

When communicating about our products to customers over any digital or physical means please consider the below. Before posting or communicating anything please speak to a member of the comms and marketing team. By heading to the design section in the office (next to the Ikea room) and by emailing: marketing@codeweavers.net 

The process

During the development phase of any product please ensure that the comms and marketing team are involved. That includes at least Allesandro, Tony, Charlotte and Matt (Phil). This will give us enough time to plan and strategize how and to who we communicate these changes/new products. 

Who to update

To ensure all communications we sent are relevant we must always ensure it is sent to the correct customers. This will be decided by the product owners and the comms and marketing team.  

Channels to add launch

When communicating out product information, releases and news we use the following channels:

• Email

• Social Media

• Website - Blog Post

• Press Release

• Webinars

• Podcasts