I get a fair number of this type of email - mostly requesting help with a sales letter of some type. I generally reply with an attached questionnaire and kind words making it clear I'll write, re-write or critique it for a fee.

BTW...The questionnaire is a standard document I use with clients seeking consultations or one-day coaching - background, market overview, target audience, sales cycle, sales process, desired call to action, etc.

Many of those I reply to I never hear from again. A few become customers.

Overall, I treat them for what they are - a request for free help. And reply with a reset expectation of service for a fee. Without apology, but always a smile :)

<abbr>Jim Logan's last blog post..Do you really value your customers or do you just want their money?</abbr>

After reading all the responses to Mike's question, I have to say that while I disagree with Graham that this conversational forum is not the same as what the email is asking, on another level it accomplishes something else. I doubt Mike posted the email and asked the question because he had no idea how to respond to such an email; as someone who obviously wishes to provide support to those writing and learning to write white papers and manage business communications, he is posing the question almost as an exercise to help us brainstorm about the best ways to respond.

By commenting later on and adding another element, the fact that the email was from India, indicates that he is almost testing those who responded to reconsider their take on the manner of response from a different perspective. As a graduate student at Arizona State University, I was looking for guidance on writing white papers; while this post is not specifically about "writing" white papers, I find it very educational to read the comments and think about such a question deeper myself.

Even though I have not read Mike's book, which seeks to educate readers, I have received guidance from him and everyone who responded by simply reading the posts. I appreciate what you're doing, Mike. I've never written a white paper and I need to write two for my class, so I am happy to have found your site.

I totally agree with you Michael, this is a waste of time to reply to, although I admire the generosity of people like Jamie and Marcie I think it's a little naive to treat this as an opportunity to gain a consultancy client. The cheek of the guy winds me up, writing "kindly make/add corrections"! If he'd been really polite and humble I might consider replying but not at all as it is.

I'd go one further than Warwick's "hit delete" suggestion - hit the spam button instead. If this guys sending out lots of these kinds of emails (and I suspect he is), if enough people hit the 'report spam' button his email address could get blacklisted by email clients eventually! (too harsh... oh ok then, just hit delete...)

Warwick Foster's first reaction was spot on I think: "press delete".

I get these mails all the time through some of the sites I manage. From students, from people that seem to be new to the Internet and think that "all is free" there, and even from marketing firms that charge their customers nice fees, and pretend that I help them for free. I'm still to receive the first answer to my mails explaining I'd like to be ayed for my services. So nowadays I just delete.

Amen, brother.

What is even more disturbing is that I would bet this guy who can't complete the first page of his paper is out competing for work ... albeit on elance for $5 an hour ...

W

Reply with a quotation based on your hourly rate. Period.

I'm not a professional writer but I did find the request a bit of a put-off the way he positioned it to you. Why not just refer him to one of his customers or co-workers since they would likely know his business/situation/environment perhaps better than you? It's a brush off, but polite. I will occasionally ask co-workers or customers to read an article before posting to see if their take is the same as mine. Often they have a constructive view that helps. Alternatively, just ignore it.

ccj3 on Twitter

<abbr>Chuck Jones's last blog post..March Madness: Your Final Four for Cable Channel Automation Part 1</abbr>

I'm with you here Mike. The fact that the person included that "Do it for me" screamed at me. Like honestly? Tips are one thing, but telling you to make the changes is almost a slap in the face.

I personally believe you should just ignore these emails, or direct them to your book for additional help.

Helping a person is one thing, but you help one and they all expect it. And honestly, this person isn't looking for help, but instead, somebody to do the work for you.

<abbr>Martin - Writing Prompts's last blog post..Stories Centered Around An Object</abbr>

You get those letters too? Mine usually start with can you help me with my business. I need help in stocking, adverting, getting accounts, etc. By the way I can't afford to pay anything. Or can you do a website for me, I can't afford anything but...

Barry Feig
Mike, give me a call sometime, my new number is 505-792-2808

Oh - and I should mention I found Peter Bowerman's response to be really good!

Also, I find it humorous that in a comment section filled with replies from copywriters and marketers, everybody is trying to be so politically correct.

What's with the corporate act?

"Thank you for your positive feedback on my Writing White Papers book. Learning to write effective white papers with confidence...blah blah blah."

For real? You think you should reply sounding like a robot? Come on, we're living in 2009 man! I agree with being polite, but there's no reason to act as though you're an auto-responder...even if you are!

Michael, just say what you want to say while being polite. If you don't have the time, say so. If you don't do work for free, say so.

I would just reply with...

"Are you serious?"

-Chad

Interesting question - and, alas, a situation that's becoming more common.

My usual response is a polite and truthful statement that I'm not taking on new clients at present (blithely failing to acknowledge the fact that the fellow obviously expects a free service) and wishing him the best of luck. If I happen to have or know of a resource that might help, I'll add the link -- and in your case, would have recommended that he read your book! (Jamie's Option #2 is a good one.)

On a more general note, there does seem to be a growing sense of entitlement out there in the world, and a lack of value attached to hard-learned professional skills.

I'm with Graham on this: "The Internet has changed our sense of values; things we used to pay for, we now expect for free. Advice falls into this category." But as to whether you're using your blog to do the same thing, Michael - no. Posing a question and allowing an opportunity for comments on a blog is conversation, no different than the sharing of opinions that might take place when two or more professionals chat in a coffee shop.

Sometimes this can become a two-fold question:

1. How do I respond?

2. Do I delete or reply?
a. If I reply, how do I reply? (you get the idea)

I don't think we ever make a mistake in expressing gratitude and ideas to help if we are not in a position to do so. I felt the email was based on an assumption that you review white papers for free and I think that shows that the person doesn't really understand who you are and how you work.

I guess the issue that bothers me is the "internet cloak of invisibility."

No one likes being taken advantage of - therefore I think messages like this give us pause. It's a darn shame that people aren't always who they pretend to be and I'm not a mindreader, so I do the best I can with the time I have and carry on. I try to stay up to date on protecting myself online and be wise about the decisions I make.

Hey Mike,

Interesting thread. I've gotten many such notes over the years, and not just from people from India, though, I too, have discovered that those coming from there, for whatever reasons of cultural difference, are usually more audacious (by our standards) than those coming from stateside.

Sure you could ignore it, but what I suggest is creating a standard reply in your email stationery that you can simply drop in and go on your way. As Graham said, there is good PR value in responding, though I would never feel obligated to offer a full-blown critique of a white-paper-length project.

(Though as a sidebar, Graham, I have to respectfully disagree with you and take Mike's side on your assertion that he's asking us for free advice just like the other guy. NOT the same thing at all - this is a public forum addressed to a huge group of people where ignoring the note won't be noticed by anyone...).

I also agree with Graham (and I'm sure most would as well), that if the person asks 1-2 relatively simple questions, why not answer? It IS great PR, and I've made a habit of that for years, and my books have been great word-of-mouth books (I say, in part because of that policy).

I also find that I often get the same questions over and over, and even if they require a lengthy answer, I do as described above, and create my answer once the first time and save it in EM stationery and just drop it in for future requests. It's a win-win for everyone: the person gets their answer and you get to be the good guy without spending a lot of time at it. I literally have created dozens of these answers over the years.

My apologies to those who may have received one and thought I was typing out every word! ;) But, bottom line, I took the time to respond - just was smart about it.

The one question I just love (he said, rolling his eyes), is the one which in essence says: "I read your article about commercial writing on X web site. I was really intrigued and would love to get started in my own business. Can you give me some tips for doing so?"

Here's my created/saved reply:

Hi Joe,

Thanks for your note and glad you're excited about the idea of commercial writing. It IS a worthwhile financial direction. Fact is, Joe, I have written two books on the subject totalling 600 pages. As such, I'm afraid there's no way I could conceivably answer your question in the space of an email. And given the fact that the subject IS explained in two entire books, the topic simply doesn't lend itself to being boiled down to a "few tips on how to get started." Just doesn't work that way. Sorry to say I get bombarded daily with tons of questions from people who HAVE read my books and time doesn't even permit me to address most of those, so if someone hasn't read them, we're starting way too far back.

If you're interested in picking up my books, here's a special unpublicized link on my web site where you can save a few dollars while still getting free shipping and a free ebook bonus. I wish you the best as you move forward. Take care.

PB

^^^^^^^^^^^

And if I suddenly get a lot of emails like Joe's in the next few days, I'll know what's up...;)

Okay, so let me tell you something that I think might change your opinion.

The email was signed by a name that was clearly from India.

For me, I may be biased, but I get a lot of emails from India asking me to do stuff like "Write my first page,..." "Need you to write my paper by Tuesday," etc.

I'm with Ray, Warwick and Graham.

I especially think that certain people are used to thinking that everyone on the Internet is a free service provider.

When I read "Kindly make the needed corrections," that was a huge red flag. I read that to say, "I cannot pay you, but since I'm asking nicely do this for me, now please."

I am frankly surprised many of you did not read it that way.

Am I just too selfish?

BTW Graham, I think there is a difference between posting a blog post to everyone and inviting comments, verses me sending a specific someone a message that says "do this."

There's no reason to reply. The message lacks clarity and presumes professional help.

Recommending an editor would be my only suggestion.

Have to give this person credit; you don't receive because you don't ask. There's probably some soft-heart who would correspond hoping for a sale.

Ray

<abbr>Ray Randall's last blog post..Basic First Time Buyer Mortgage Transactions</abbr>

Well, I could have replied to the freeloading time-waster. Second word would have been "off".

PR value be damned, "customers" like that I can have any day ... personally, I prefer them when they come with checks.

W

Brief, ambiguous emails like this always ring alarm bells for me. I'd want a signed contract and a chunk of the fee before investing too much time. I find that sending back a contract is normally enough to scare away those who aren't committed and have sent the email on a whim.

<abbr>Matt Ambrose's last blog post..Persuasive Writing eBook Released - The Art of Using Words to Convince, Compel and Sell</abbr>

Well that's not nice Warwick! lol

Apologies ... That should have said ... Press "Delete"

W

Press

W

First of all I get all the information about that email and then I take decision.

Interesting, Michael, that someone is asking you for free advice and here you are using your blog to ask us for the self-same thing....!

The point underlying this request is something that many people - especially big business - are failing to grapple with. The Internet has changed our sense of values; things we used to pay for, we now expect for free. Advice falls into this category. In the past we would be happy to pay for advice - now we expect basic advice as a free item because there is so much of it about. The whole notion of things that we paid for, which we now want for free, is the basis of a new book being written by Chris Anderson (due out soon), the author of The Long Tail.

So, here's what I do in the situation you are in - I too get lots of requests for free advice and information.

I would give the advice free. I would send a "holding" email saying I'm happy to provide some basic advice free of charge, but that it will take time (say one month) because of the volume of work I have and the fact that paying customers come first. I would then allocate a time in my diary, in around three weeks time, to read the white paper and provide some basic comments.

The PR value this has is immense. People are immensely grateful, usually then go on to buy a service and are great referral sources.

In fact, the more I do free, the more money I make.

Essentially, I'm using the rule of reciprocity. If I do something nice to someone, they feel duty bound to do something nice to me in return.

Finding one day a month to answer free advice seekers is well worth it.

<abbr>Graham Jones - Internet Psychologist's last blog post..Psychologists produce psychic social network</abbr>

My initial thought was that this was a Phishing/social engineering effort. I probably would have deleted the email and accompanying attachment. Having a clear process for taking on new work would protect you from such an attack or exploitation.

Dear _________:

Thank you so much for contacting me regarding your current white paper project. I am always glad to know about others who are providing this valuable service and desire to do it well.

One reason I have the white paper source website is to help others with practical advice. Although I am not able to personally consult with you on your project, I do have several suggestions for you to consider:

1. Be patient with yourself as you learn the process and become accustomed to this type of writing;

2. Read examples of other well-written white papers. Some great ideas are available at insert a link here; and

3. Invest in your professional education by reading professional books on the subject. My book, Writing White Papers: How to Capture Readers and Keep them Engaged, is one such tool to consider. You can find others at bookstores and libraries.

Again, thank you for your email. My best to you as you become an excellent white paper writer.

I would send him your contract back. I would treat it as a request for proposal. He is asking you for help in your area of expertise. Isn't that what every client does? I would respond with your standard, "Thanks for contacting me about writing your white paper. My standard rate is..." It doesn't make you look bad for handling it that way and it makes it clear that you are not working for free, without saying it that way and coming off as a jerk.

He's no different than the client who wants to see the finished piece before they talk payment. Present the options and get a check or move on.

<abbr>Chris Shore's last blog post..Does Social Media Marketing Work?</abbr>

Folks - Pretty sure this person was expecting this for free... And I do not think he has my book.

Mike

I like Jamie's reply, particularly the second option. He's nicer than I would have been, however.

I don't think I could improve on what Jamie has written.

In the last ten+ years, I've been asked for advice (mostly by phone) on the business of writing and working freelance, but no one has ever asked me outright (or, in this case, more or less told you) to go ahead and do it for them.

I think this is typical of people who think they can do something themselves that requires specialized skill and experience -- that they don't have. Yet they'll go for it anyway.

I've been writing professionally for over 25 years and writing commercial copy and content for 13, and I wouldn't presume I could write a white paper without studying it first.

Option 1: I am so pleased that you found my information on Writing White Papers helpful. Writing your first white paper can be a bit intimidating. I would recommend rereading chapter ___ and reevaluating what you have already written. What do you feel could be changed for the better according to the principals outlined in the book?

Option 2: Thank you for your positive feedback on my Writing White Papers book. Learning to write effective white papers with confidence is often a slow process, but fine-tuning both your writing skills and your self confidence are all an integral part of the process. For this reason, we often recommend the special services of a talented writing coach for those who may need a little extra guidance in developing these skills. If you feel that you would benefit from consulting with a writing coach, please contact ______ at ________ for more information about your next step in enhancing your white paper writing skills.

Unfortunately, Mr. Stelzner does not offer one on one coaching or editing services to the general public at this time. If you feel less than confident about your Contract Growing White Paper, you can find detailed information about improving your skills in his book, Writing White Papers, or by visiting any number of writing websites or blogs found on the Internet.

Best of luck to you in your writing endeavors and thank you again for the positive feedback.

<abbr>Jamie Simmerman's last blog post..SEO Writing Tips: Keyword Ranking</abbr>