1. Objective

This SOP defines the written communication standards every EA is expected to apply across all professional channels — email, Slack, and text. It covers structure, tone, clarity, common mistakes, and the internal standards that ensure every message you send reflects well on you and your executive. In a virtual role, your words are your presence. These standards govern every message that leaves your keyboard.

Where this SOP starts: Every time you write a professional message — email, Slack, internal update, or external communication.
Where this SOP ends: When the message is sent and the appropriate action, response, or record is complete.

Success looks like: Messages you send require no follow-up clarification. Your executive can send your drafted emails with zero edits. Responses come faster because your requests are clearer. Your communication creates no unnecessary back-and-forth chains.

2. Your Role & Boundaries

2a. What you handle independently

• Writing all internal communications (updates, summaries, escalations) to your executive
• Drafting all routine external emails for review or direct sending as authorized
• Proofreading all external communications before they leave your executive's inbox
• Managing tone calibration for different relationships and contexts

2b. What requires executive approval before acting

• Any first-time communication with a new client or high-value prospect
• Any message making a commitment, promise, or agreement on behalf of your executive
• Any communication involving sensitive topics, complaints, or disputes
• Sending any email directly from your executive's account without prior authorization

2c. What you never do

• You never send a professional email without reading it once before sending
• You never write a message you wouldn't want your executive to see
• You never bury the action item or ask in a wall of context
• You never send a vague closing ("Let me know your thoughts") without a clear call to action
• You never CC people unnecessarily — when in doubt, don't CC

3. The Three Rules of Professional Written Communication

Every message you write must pass these three tests before it is sent.

Rule 1: Is it clear?

The person reading this should immediately know what you're telling them and what — if anything — they need to do. Clarity is not about length. A one-line message can be perfectly clear. A three-paragraph message can be completely confusing.

Before sending, ask: "If I were reading this without context, would I know exactly what to do next?"

Rule 2: Is it complete?

Have you included everything the reader needs to act on this? A message that prompts follow-up questions ("Wait, which project?" or "What date?") creates back-and-forth that could have been a single message.

Before sending, ask: "What questions might they have? Have I answered them in advance?"

Rule 3: Is it appropriately concise?

Business communication should be as short as it can be while remaining clear and complete. Executives especially read quickly and skim. If your message can be three sentences, don't make it six.

Before sending, ask: "Can I cut anything without losing clarity?"

4. Email Structure Standards

Subject lines

The subject line is the most important line of your email. It determines whether the message gets read promptly or buried.

Good subject lines:
- Tell the recipient exactly what the email is about
- Flag when action is required: "Action needed: please confirm by Thursday"
- Flag when no action is needed: "FYI: proposal sent — no action needed"
- Are specific, not vague

First sentence

Most recipients read only the first sentence before deciding how to respond. Front-load the most important information.

Formatting for readability

• Use bullets or numbered lists when an email has more than two or three points
• Use white space — short paragraphs are easier to scan than long blocks
• Bold key information (dates, names, decisions) when the message has multiple elements

Closings and calls to action

Every email should end with exactly one of these:
1. A clear next action for the recipient: "Please confirm availability for Tuesday at 2 PM."
2. A statement that no reply is needed: "No action needed — just keeping you informed."
3. A single question that gets the response you need: "Does this work for you, or would another time be better?"

NEVER: End with vague closings like "Let me know your thoughts" or "Looking forward to hearing from you" unless you've been specific about what you're asking. Vague endings create vague responses — or no response at all.

5. Tone and Channel Guidelines

Email

Use for: Professional external communications, detailed updates, anything that needs a record, anything nuanced or sensitive.
Tone: Professional baseline. Match the relationship — formal with new contacts, warmer with established ones. Default to slightly more formal when uncertain.

Slack (internal messaging)

Use for: Quick questions, status flags, brief confirmations, casual internal coordination.
Tone: Conversational. No more than 3–4 lines per message. If you're writing a paragraph, use email instead.
Rules: Reply in threads. Acknowledge quickly even if you can't act immediately. Set your status when unavailable.

Text / Voice messages

Use for: Time-sensitive logistics, quick confirmations, when your executive prefers this channel.
Do not use for: Detailed instructions, sensitive information, anything that needs documentation.

Phone / Video call

Use for: Emotionally complex situations, urgent items, anything where written miscommunication could cause a problem.
Rule: A two-minute call often saves a 20-message thread.

6. Common Written Communication Mistakes

These are the errors that quietly damage professional credibility over time. Avoid all of them.

Typos and grammar errors: Every message represents you and your executive. Consistent errors signal carelessness.

Overly casual tone with external contacts: Inside your relationship with your executive, casual is often fine. With clients, vendors, and prospects — maintain a professional baseline.

Burying the action item: Four sentences of context before the ask means many readers never get to the ask. Lead with what matters.

Replying when you should be asking: If you don't understand what's being asked, don't guess and reply. Ask one clarifying question first.

Copying too many people: Unnecessary CC's create confusion about who is responsible for follow-up. When in doubt, don't CC.

One-word replies to substantive messages: "Ok" and "Sure" signal a careless read. A one-line confirmation that shows understanding is always better: "Got it — I'll have that to you by end of day."

7. Proofing Protocol

Before sending any professional email:
1. Read it from the recipient's point of view — is it clear, complete, and concise?
2. Check the subject line — is it specific and accurate?
3. Check the first sentence — is the key information front-loaded?
4. Check the closing — is there one clear call to action?
5. Check tone — is it appropriate for the relationship and channel?

For external emails going to clients or prospects: Read it twice.

Best practice: For important emails, paste the draft into a new blank document before sending and read it fresh. This one habit catches more errors than any other.

8. Escalation Protocol

Escalate before sending when:
- The message makes a commitment your executive hasn't authorized
- The recipient is a client in a sensitive or escalated situation
- The message involves financial, legal, or compliance topics
- You're unsure whether the tone is appropriate for the relationship

How to surface a draft for approval:

"Draft for your review — send as-is or let me know if you'd like changes:"
[Draft email below]

9. Tools & Access

10. Changelog