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Best Practices for Email and Live Chat Mentoring

Jackie Cantow-Dudley
  • Updated

The SCORE Mentoring Methodology Handbook establishes a national standard for mentoring that is client-centered, action-oriented, and grounded in the SLATE framework. This companion guide applies those standards specifically to digital communication formats—email and live chat—where clarity, responsiveness, and tone are critical.

SLATE Methodology Overview

The SLATE framework anchors all mentoring communications and ensures client-centric, empathetic, and constructive interactions. 

  • S – Stop and Suspend Judgment
    Approach every client with an open mind. Avoid assumptions. Let their questions and context guide your responses.
  • L – Listen and Learn
    Even in text-based communication, active listening means carefully reading and interpreting the client’s message. Note key concerns, unstated assumptions, and emotional tone.
  • A – Assess and Analyze
    Evaluate the client’s current status, experience level, industry, and goals. Tailor advice that matches their specific context, especially when clarifying unclear requests.
  • T – Test Ideas and Teach with Tools
    Share actionable strategies, templates, and resources. Encourage experimentation while offering structured guidance through score.org and sba.gov.
  • E – Expectations Setting and Encourage the Dream
    Help the client define realistic goals, timelines, and next steps—while always fostering motivation and belief in their vision.

See the Mentoring Methodology Handbook for a full explanation of SLATE principles.

 

Best Practices for Email and Live Chat Mentoring

These approaches align with the mentor-client relationship-building strategies detailed in the Mentoring Methodology Handbook and reflect the principles formerly outlined in the Business Advice Now™ 7-step guidelines.

Before the Email or Chat Response

  • Understand the Client’s Needs:
    Carefully review the client’s intake form and stated questions. Assess context before crafting your reply.

  • Use Your Official SCORE Email (SVO):
    Always send emails through your @scorevolunteer.org account. Make sure your signature block is complete, including your name, SCORE title, and chapter.

     

Best Practices

  1. ✅ Respond to Every QuestionRespond to Every Question
    Address each inquiry fully and clearly. If any part of the client's request is unclear, ask clarifying questions before proceeding.
  2. ⏱ Respond Promptly
    • Email: Aim to reply within 48 hours.
    • Live Chat: Respond in real time with immediacy and presence to maintain engagement.
  1. 🙏 Thank the Client and Express Your Desire to Help
    Open with gratitude and encouragement. A simple "Thanks for reaching out" sets a positive tone and builds rapport.
  2. ❓Ask Questions
    Use questions to invite more detail and context. Apply SLATE to learn about their goals. Examples:
    • “Are you currently in the startup or growth phase?”
    • “Which state are you operating in?”
    • “What mentoring area are you seeking help with?”
  1. 📚 Recommend Resources
    Offer SCORE-approved tools that align with the client’s stage of business:
  2. 🔁 Follow Up
    If you haven’t heard back within a week, check in. A follow-up note reinforces commitment and shows you care about the client’s progress.
  3. ✨ Enhance the Experience
    Personalize your communication:
    • Use the client’s name
    • Reference their business or location
    • Offer alternative formats (e.g., video or phone call) if needed

    • Keep your mentor profile updated with relevant keywords, industries, and a friendly tagline to attract the right matches

       

What Qualifies as a Mentoring Session

For an email to count as a formal mentoring session, it must include substantive content—this means offering useful information, responding thoughtfully to client needs, or advancing the mentoring conversation based on prior exchanges.

 

How to Add Email Mentoring to Your Profile

Follow these simple steps in Engage to add "Email" as a mentoring method:

  1. Log in to Engage
  2. Click “My Profile” in the top menu
  3. Click the “Edit” button at the top right corner of your profile
  4. Scroll down to the “Mentoring Methods” section
  5. In the left box, find and select “Email”, then click the arrow to move it to the right box

  6. Click “Save” to update your profile

     

Becoming a LiveChat Agent

LiveChat mentoring is a fast-paced, real-time mentoring format that connects SCORE volunteers with website visitors seeking immediate guidance. Unlike traditional mentoring sessions, LiveChat is more transactional and time-sensitive—but still grounded in the SLATE methodology and professionalism.

Eligibility Requirements

To qualify, you must meet these three benchmarks:

  • Net Promoter Score (NPS) of 82 or higher
  • Typing speed of at least 30 words per minute (WPM)
  • Availability for a minimum of 6 business hours per week

Three-Part Training Process (Approx. 3 Hours Total)

Must be completed within two weeks of starting.

  1. LiveChat Platform Training (1 Hour)
    • On-demand training from SCORE Marketing
    • Learn how the LiveChat system works, including features, chat flow, and mentor best practices
    • Required: Pass the LiveChat Agent Handbook Quiz
    • Action: Email a screenshot of your quiz results to campaigns@score.org
  2. Debrief with SCORE Marketing (1 Hour)
    • Review your training and ask questions
    • Your LiveChat account will be set up
    • You’ll provide your availability to be added to the schedule
    • Must occur within one week after quiz completion
  3. Co-Mentoring Session (1 Hour)
    • Join a live session with an experienced mentor
    • Gain tips for speed, tone, and managing multiple chats
    • Scheduled within one week of your debrief

After Training: Going Live

  • Once trained, you’ll receive:
    • The LiveChat Handbook
    • The Reminder Guide
    • The LiveChat FAQ document
  • You’ll then:
    • Sign up for office hours to indicate your availability
    • Join the LiveChat Mentors Google Chat space to collaborate in real time with other mentors (since LiveChat lacks internal messaging)

    • Be invited to monthly debrief meetings for metrics review and program improvement discussions

       

Relevant Resources:

SCORE Mentoring Methodology Handbook

Business Advice Now Recording

LiveChat Process Guide

SLATE: SCORE's Mentoring Methodology

Mentoring With Clients: SLATE in Action Observation Discussion Guide

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