Mercury

Email

Increases to your piped gas prices email

Judges’ comments

The judges praised this email for delivering unwelcome news about a price increase with clarity and empathy. They noted its standout attributes were a logical structure, crisp presentation, and a conversational tone. This effective approach helps customers understand the changes and feel supported.

The email’s structure is clear and logical. It guides the reader from the price announcement to the supporting information. The judges commended the informative headings, which help readers find information quickly. They also complimented the use of links to additional details, which keeps the main email from becoming cluttered.

The friendly and engaging tone is expertly supported by the layout, icons, and illustrations. One judge described the email’s layout as excellent. This combination of great design and a caring tone makes the difficult message easier to absorb.

Overall, the judges agreed this email is a great example of effective plain language. It serves as a model for how to communicate difficult news with transparency and care for the customer.

Media statement

We’re thrilled to be nominated for the People’s Choice Award for Plain Language. Clear communication matters — especially when the news isn’t always welcome. Our email about gas price changes aimed to be honest, respectful, and easy to understand. We’re proud to see that effort recognised.

Braam Conradie
General Manager — Markets
Mercury