Brand Tone

Supportive and Empathetic, Professional and Reliable, Practical and Informative, Trustworthy

Brand Values

• •Connection: Facilitating and maintaining the bond between incarcerated individuals and their loved ones.
• •Support: Understanding and easing the difficulties faced by families of inmates.
• •Reliability & Trust: Ensuring packages are compliant and reach their destination, and being a dependable service.
• •Convenience: Simplifying a potentially complex and stressful process for customers.
• •Compliance: Adhering to the strict regulations of correctional facilities.
• •Customer Service: Aiming for positive customer experiences and issue resolution.

Best Practices

• •Emphasize Empathy and Understanding: Consistently use language that acknowledges the challenges customers face (e.g., "We understand," "We're here to help," "difficult times"). This reinforces the supportive aspect of the brand.
• •Prioritize Clarity and Simplicity: Given the context of navigating prison regulations, ensure all communication is straightforward, easy to understand, and transparent regarding processes, product compliance, and potential issues. Avoid jargon.
• •Highlight Reliability and Trustworthiness: Use words and phrases that convey dependability (e.g., "trusted," "reliable," "approved," "secure"). Share positive testimonials and clearly outline policies to build confidence.
• •Maintain a Professional Demeanor: While empathetic, the tone should always remain professional and respectful. This applies to all communications, from website copy to customer service interactions and social media posts.
• •Focus on the "Why": Remind the audience of the core mission – helping families stay connected and providing support. This human element differentiates the brand beyond just being a transactional service. Frame copywriting around the benefit of connection and support, not just the products themselves.

Social Perception

Generally positive, valued for helpful customer support, quality of products, and ease of ordering, but with some negative perception due to issues with shipping, delivery, and customer service. Mixed reviews on BBB.

Copy Examples

• •Stay Connected, Effortlessly. Send Love with Emma's Prison Packages. We understand how important it is to maintain your connection. Emma's Premium Services makes sending approved care packages to your loved ones in NYS correctional facilities simple, reliable, and worry-free. Browse our wide selection of compliant items today.
• •The Bridge to Your Loved One. Trusted Care Packages, Delivered. Navigating the rules for inmate packages can be tough. Let us help. At Emma's, we specialize in NYSDOCCS-approved items, ensuring your thoughtful gift arrives safely. Because showing you care should be the easiest part.
• •More Than a Package, It's a Lifeline. Emma's Premium Services was founded to support families like yours. We offer a convenient way to send comfort and essentials, helping you bridge the distance and make a difference in your loved one's day. Quality, care, and compliance – that's our promise.
• •Your Trusted Partner in Sending Support. When you choose Emma's, you're choosing a team dedicated to helping you connect with your incarcerated family and friends. We handle the complexities of approved items and delivery, so you can focus on sending your love and support.
• •Making a Difficult Time a Little Easier. Sending a care package shouldn't add to your stress. Emma's Premium Services provides a reliable, straightforward way to send NYS-approved food, clothing, and essentials. Let us help you bring a little comfort to your loved one.