How to Handle an Email Correction Notice

Posted on January 25th, 2010 by Jaden

Once your email message has been deployed, there is not much you can do to take it back. Human accuracy is never 100% and every email should undergo a thorough proofing process before being sent out to minimize embarrassing mistakes. Even then, sometimes a technical glitch or plain old human error will leave you with a bit of egg on your face.

So what happens when an error is made in an email message?
Well, you could cross your fingers and hope that no one will notice. If the error is truly a minor one (like a spelling mistake) this might even be the best course of action.

But what if the error is bigger and much more embarrassing?
Own up – immediately. Take responsibility. Don’t grovel but do apologize for the error and correct the information as quickly as you can. Your readers will forgive you if you handle things well – we all slip up from time to time. Mistakes are never fun but when you handle your error with class and professionalism, it can end up being a positive impact on your brand.

A Perfect Example of Email Embarrassment
Last week during a very stressful time right before the games, Tourism Whistler accidentally sent an email to their complete database telling each recipient they were the winner of the Sea To Sky Residents Victory Ceremony Contest and inviting them to come down and claim free tickets to the victory ceremony. Only a few tickets were available and the draw had not yet happened – the email team was in testing mode when the error happened.

Tourism Whistler caught the mistake shortly after the email was sent out and took action in a professional manner. They handled the flaw absolutely perfectly with a brief Correction message that was sent to their entire list about 20 minutes after the original email had been sent. Tourism Whistler took responsibility, apologized for the error and didn’t grovel over it. They also explained very clearly how and when the actual draw would take place and when the winners would be notified.

This could have happened to anyone in any type of situation. And while we’re sure there were some tense moments inside the walls of Tourism Whistler’s email team, they followed the most important rule. Rather than panic or overreact (a natural but deadly response) they behaved with grace and courtesy.

Tagged with: correction notice • email response

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