Formatting electronic messages

The subject is often the first thing a customer sees in their Suomi.fi Messages inbox. A clear and descriptive subject line captures attention and helps the customer quickly identify what the message is about.

A good subject line:

• is as short as possible
• contains the information that is most relevant to the customer

Most Suomi.fi Messages users read their messages on a mobile device, where long subject lines may be truncated. A short subject line improves readability on all devices.

As the name of the sending organisation and service is displayed with the message, there is usually no need to repeat them in the subject line.

The content of a message directly affects how easily the customer understands the information they receive and how smooth they perceive the service experience to be.

From the customer's perspective, the most important thing is to quickly find answers to a few basic questions:

• What is this message about?
• What has happened or been decided?
• Does this affect me?
• Do I need to take any action?
• Where can I find more information if needed?

When this information is provided directly in the message, customers do not need to search across different services or try to work out why the message was sent. This reduces uncertainty and makes it easier for them to handle their matter.

As much relevant information as possible should be included in Suomi.fi Messages. Even if the actual decision or another document is provided as an attachment or available through an e-service, the message itself should explain the key points of the matter.

Formatting can make a message clearer and easier to read. For example, bold text and bullet points can be used to structure the content and highlight the information that is most important to the customer.

Actions expected from the customer

One of the most important pieces of information for customers is whether the message is for information only or whether it requires them to take further action.

If the purpose of the message is solely to provide information, this should be stated clearly. This helps avoid uncertainty and prevents customers from spending time trying to confirm whether any action is required.

If further action is expected from the customer, the message should explain:

• what the customer needs to do
• by when the action must be completed
• where or how the action should be completed
• what will happen after the action has been taken
• where the customer can find additional information if needed

Customers should be clearly informed whether they can handle the matter by replying to the message or whether they need to use an e-service, online form or another service channel.

The less customers need to work out for themselves about the next steps, the smoother their experience will be.

Checklist for effective message content

A message should clearly state:

• what the message concerns
• the current status of the matter
• how the matter affects the customer
• whether the message is for information only or requires action from the customer
• any other relevant information related to the matter, such as a virtual barcode on an invoice
• where to find additional information or contact details

If action is required from the customer, also explain:

• what the customer needs to do
• whether the matter can be handled by replying to the message or whether the customer must use another service channel
• the deadline for completing the required action

If the message contains attachments or links, also explain:

• what the attachment contains
• where the link leads.

Customers should be able to understand the key message, any potential implications, and any required actions without opening attachments.

Attachments should only be used when they provide genuine added value for the customer or when it is necessary to deliver the information as an attachment.

Based on the message content alone, customers should be able to understand:

• what the matter concerns
• what has happened or been decided
• how the matter affects them
• whether they need to take any action
• where to find additional information

The purpose of an attachment is to supplement the information provided in the message, not to serve as the primary source of information. If customers need to open an attachment simply to understand what the message is about or what they need to do next, the key information may not be communicated clearly enough.

Customers want to understand their situation quickly without unnecessary steps. The more information they need to look up in separate attachments, the slower and more burdensome the service experience becomes.

Consider mobile users

Suomi.fi Messages are most often read on mobile devices. Opening attachments on a mobile device is frequently slower and more cumbersome than reading the message itself. It may also require a separate application, downloading the file or switching between different views.

In general, the fewer separate files customers need to open to understand their situation or the next steps, the smoother the digital service experience will be.

Naming attachments

Attachment file names should be as descriptive and specific as possible. A good file name clearly indicates what the attachment contains. Clear file names also help customers identify documents later among the files stored on their device.

Attachment file formats

Use commonly supported file formats that can be opened on as many devices as possible without requiring additional software. For example, PDF files can be opened easily by most users on both mobile devices and computers.

It is safe to include links in electronic messages sent through Suomi.fi Messages. Messages are transmitted securely and recipients can access them only after strong authentication.

Links can direct customers straight to the relevant information or service, making transactions smoother and reducing the need to search for information through search engines or other channels.

From the customer's perspective, the best solution is for a link to take them directly to the page or service view where the relevant information or action is available. If this is not possible, the message should clearly explain where and how the information or service can be found.

The Suomi.fi Messages user interface recognises as links only web addresses that begin with https://. For this reason, all links included in messages must use this format.

Links may only be included in electronic messages. The use of links in email notifications is not permitted.

The quality of the language versions used in Suomi.fi Messages has a direct impact on how well customers understand the messages they receive.

Your organisation should ensure that all language versions of message subjects and content are consistent, up to date and easy to understand. This ensures that customers receive the same information and instructions regardless of their chosen service language.