Customer communication lessons from the Jane Austen Society

The organization celebrates the writer’s life and work. Communicators should also take note of its transparent, proactive and polite messaging tactics.

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Writers can find inspiration anywhere—fiction, podcasts, billboards, movie trailers.

Most recently, I joined the Jane Austen Society of North America (JASNA) and have reveled in the refinement of its messaging.

As one would expect, notifications from this group have been polite, well written and reflective of the personality of the group. In a world of fake news, spam, and ham-handed marketing techniques, receiving their messages is like feeling the sun on your face on a cold day.


Here are a few examples that can help you add style to your customer communications:

The ‘Welcome’ letter


It is my pleasure to welcome you as a member of the Jane Austen Society of North America. You join a community of Austen readers from all parts of the United States and Canada and as far away as London, Lima, Tokyo, and Sydney. In spite of our size, however, I think you will find in JASNA the amiability of “3 or 4 Families in a Country Village.”

The ‘Thanks for your contribution’ letter



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