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E2LOGY- Effective email communication- Leadership Training Series

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This document provides tips for effective email communication. It discusses making sure emails get read and acted upon by noting that emails are permanent records that should not be sent in anger. It emphasizes using your real name in the "from" field, crafting informative subject lines that summarize the email, and placing the most important points at the top of the email. The document also addresses using an appropriate tone, giving bad news sensitively, avoiding flaming emails, and closing communication loops to be more efficient. Overall, the tips are meant to ensure emails are clearly written and more likely to achieve their intended purpose.

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Effective Email Communication Making Sure Your Messages Get Read and Acted Upon! Leadership Training Series
1. Email is permanent …… Stone-Tablet Permanent • You can't recall an email you didn't mean to send. Some software makes you think you can, but you can't. Not reliably. • Email lives forever, is easy to spread and can easily show up in discovery for a lawsuit. • Never email angry. • Double-check the “to” field.
2. The “from” field you you Make sure the “From” field is your real name; first and last. You can test this by looking at the email you sent on a friend’s computer. Test from sending from all your devices, including mobile.
3. Subject lines Try to fit the ENTIRE email into the subject line • The subject line of an email is the first chance you have to tell the reader why you need their attention.
3. Subject lines Try to fit the ENTIRE email into the subject line • The subject line of an email is the first chance you have to tell the reader why you need their attention. • Lots of people waste the subject line. They put “hi” or “Meeting tomorrow” or “an idea for you” or worse, nothing at all, the dreaded “no subject”. None of these are useful enough.
3. Subject lines Try to fit the ENTIRE email into the subject line • The subject line of an email is the first chance you have to tell the reader why you need their attention. • Lots of people waste the subject line. They put “hi” or “Meeting tomorrow” or “an idea for you” or worse, nothing at all, the dreaded “no subject”. None of these are useful enough. • NEVER just reply to old emails. • If you get emails with horrible subject lines... FIX them. Everyone will thank you.
3. Subject lines Bad Example…..
3. Subject lines Good Example…..
3. Subject lines More good examples….. You have approximately 10-15 words to use to convey the main message: • DECISION NEEDED: Picking the new PajamaConf logo today • SCHEDULING: Check Tues. or Wed. 5pm for meeting with Fabi at Chipotle on Broadway • PROMOTION HELP: Looking for some blog and Twitter love for PajamaConf • www.pajamaconf.com seems offline. You might want to check. • POPTECH ACQUISITION DEAL: Should we take it? (from ceo@poptech.com)
3. Subject lines More good examples….. You have approximately 10-15 words to use to convey the main message: • DECISION NEEDED: Picking the new PajamaConf logo today • SCHEDULING: Check Tues. or Wed. 5pm for meeting with Fabi at Chipotle on Broadway • PROMOTION HELP: Looking for some blog and Twitter love for PajamaConf • www.pajamaconf.com seems offline. You might want to check. • POPTECH ACQUISITION DEAL: Should we take it? (from ceo@poptech.com) The major point or action required is ALL-CAPPED It is giving you a sense of what you’re going to do next for me. It’s prepping you for what comes next. Just like scary music in a movie means the killer is in the closet, you know what’s coming next, and so you mentally prepare for it.
Keep to The Basics. • Greeting!!!
Keep to The Basics. • Greeting!!! 1. Use Shorter Paragraphs 2. Use Less Words 3. Keep it Short 4. blank lines
Keep to The Basics. Salutations Opening: Closing: Attachments: Signature
The 5 W’s of The 5 Sentence email • • • • • Who What Why Why should I do What is the next step
4. Main points up front Be a journalist. Not a novelist. • Unlike writing a novel, where you build up to the important stuff, most emails would be better if you put the main points up at the very top, the way newspaper stories are written. • Start with the lead, and then flesh out the details, only as needed. This way, someone who’s busy gets the main thing you’re telling them or asking them right away up front.
4. Main points up front Be a journalist. Not a novelist. • Let’s look at some examples...
Dear all, Give webinar details; Phone number etc…. Add IST time for everyone in India I am writing to inform you that next Project milestone Meeting will be held in the Conference Room#102 at 8 am EST on Monday, 16 November. Follow-up items from our last meeting are: - Finalizing Design of internal pages - Confirming Map and navigation functionality New items for the meeting: - Go through all change requests - Next Milestone completion date If you wish to add any further items to the agenda, please let me know before 12th November. Yours sincerely, Tania Yunas
E2LOGY- Effective email communication- Leadership Training Series
5. Using Appropriate Tone Achieve Great Results in Your Emails. • Messages that sound rude, tactless or offensive will NOT help you achieve your desired purpose. • Choose the right words wisely if you want to persuade your readers to do exactly what you want.
Here’s an example of an email written using the wrong tone of voice: Subject: URGENT! MARC, I have an IMPORTANT meeting this afternoon and I need you to review this document. I need it very, very URGENTLY! Your co operation is appreciated! Get back to me ASAP!
Here’s an example of an email written using the Positive tone of voice: Subject: Can I have your expert advice? Hi Marc! I’m really sorry to trouble you on top of your heavy workload, but I need your help to proofread an important business document. It’s only 2 pages long and shouldn’t take too much of your time. It would be fantastic if you could send the revisions before 2 pm. Thanks for your help Marc, I couldn’t have done it without you!
Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?”
Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?” 2. Avoid using authoritative phrases/terminology such as “I need”, “I want” and “ASAP”. Use words that trigger a positive response instead “It would be fantastic if you could send the revisions by 2 pm.”
Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?” 2. Avoid using authoritative phrases/terminology such as “I need”, “I want” and “ASAP”. Use words that trigger a positive response instead “It would be fantastic if you could send the revisions by 2 pm.” 3. Show empathy, and identify with your readers’ emotions wherever possible “I’m sorry to trouble you on top of your heavy workload.”
Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?” 2. Avoid using authoritative phrases/terminology such as “I need”, “I want” and “ASAP”. Use words that trigger a positive response instead “It would be fantastic if you could send the revisions by 2 pm.” 3. Show empathy, and identify with your readers’ emotions wherever possible “I’m sorry to trouble you on top of your heavy workload.” 4. Use positive affirmations and always thank your recipient! “Thanks for your help Marc! I couldn’t have done it with you!”
6. Giving Bad News
6. Giving Bad News “We are unable to order new computers this quarter due to budget cuts.” “I think it will be hard to recover from this, but what can I do to help?” “Our pricing structure is outdated.” Intents and purposes Possibly, most likely Perhaps, maybe
7. Complaint “The current way we choose officers for our organization is not democratic. As a result, we have a popularity contest that does not always get us the best candidates.” “I have offered two alternatives for officer selection that still involves the votes of the members but both have been rejected by the executive board.”
7. Complaint “This is a problem for two reasons. First, I am concerned that the executive board no longer protects the interests of the organization and that their actions are not in keeping with the constitution of the organization. Second, there have been a number of complaints from the members who feel that their concerns and preferences are not being addressed by the executive board, which decreases morale and productivity.”
7. Complaint “Please let me know what other options I may have overlooked. I am willing to meet with the department head and the executive board to seek out a solution that is fair to the members and is good for the business of the organization. ”
8. Flaming in the emails
8. Flaming in the emails
8. Flaming emails
8.
9. Close the loops. Coffee is for closers. Loop closers. • Open Loop: “Let’s get together for lunch. What day is good? Where do you want to go? Should we invite other departments or keep it a team meeting?” • Closed Loop: “Let’s get together for lunch. I’m thinking Thursday at 11:30 (to avoid the rush) at Chotchky’s. Let’s keep it just a team lunch this time, but maybe next time, we’ll invite others. Work for you?”
9. Close the loops. Coffee is for closers. Loop closers. • Open Loop: “Let’s get together for lunch. What day is good? Where do you want to go? Should we invite other departments or keep it a team meeting?” • Closed Loop: “Let’s get together for lunch. I’m thinking Thursday at 11:30 (to avoid the rush) at Chotchky’s. Let’s keep it just a team lunch this time, but maybe next time, we’ll invite others. Work for you?” • The differences are obvious. Know why people don’t send the closed loop type email? They’re worried that they seem bossy. Here’s the truth: most times, most people don’t really care about the details. If you recommend, it will come out quickly that Michael is off Thursday so Wednesday is better, and Samir is allergic to seafood, etc. Closing the loops early helps everyone. • Closed loop email means to me that you’ve taken back-and-forth cycles out of the process.
10. Bullets. Numbers. Choices • Run out of bullets? Take them from your presentations. • Make it easy for people to reply to your email. If there are summary points from a meeting, use bullets (not just new sentences) to differentiate the points. • If a decision is required among a set of choices, make it easy by numbering them. • Examples: • End all negotiations and terminate contract. • Respond with counter-proposal • Execute contract. (If this is chosen, please also email signed contract.)
11. Reply All. When should you do it? Almost never. Ten questions to ask before you hit reply all: 1) Someone transmits good news to ten people. Do the other nine people really need to hear you say "Great news!"?
11. Reply All. When should you do it? Almost never. Ten questions to ask before you hit reply all: 1) Someone transmits good news to ten people. Do the other nine people really need to hear you say "Great news!"? 2) Do you need information from one member of the group before replying? Is there someone in the group you should probably check with before you agree to something? If so, take the conversation off-line. 3) Does this really need to be a group conversation in the first place? 4) The organizer of a block party asks if anyone has a folding table they can lend. Does the whole block need to know that you can't? (No.) If you have one, would it be useful for everyone to know that the problem is now solved. (Yes.). Does anyone else need to respond after that? (No.) 5) The organizer of a meeting asks if everyone is available Weds at 10 am. You have a conflict, but can suggest some alternatives. Does the whole group need to see those, and start weighing in? Or can the organizer collect the responses, and propose a new time he thinks will work?
11. Reply All. When should you do it? Almost never. 6) The Golden Rule: Do unto others. Would you want all those useless (to you) messages in you already cluttered inbox? 7) Multiply. The number of people on the list x the number of times you reply-all = the number of annoyances you have sent into the world. With your name attached. 8) A harder one: everyone else has replied all to say congratulations. The group does not need to hear you say the same, but you worry that you'll be the only one who didn't. Do you chime in? 9) Rule of thumb: Do not reply all to anything sent to a mailing list. 10) Last: Notice how much you've eliminated from your inbox, by preventing all those unnecessary replies?
11. Avoid old-fashioned expressions This style of writing is very BORING! Not to say OUTDATED! Instead of using long-winded, old-fashioned expressions like: Please revert to me the soonest Say: I look forward to hearing from you soon
11. Avoid old-fashioned expressions They are boring! Instead of using long-winded, old-fashioned expressions like: Enclosed herewith is the letter as per your request Say: Here’s the letter you requested
More is Less
think Think Results Think Experience Think Big Picture Think Partnership Think Solutions

More Related Content

E2LOGY- Effective email communication- Leadership Training Series

  • 1. Effective Email Communication Making Sure Your Messages Get Read and Acted Upon! Leadership Training Series
  • 2. 1. Email is permanent …… Stone-Tablet Permanent • You can't recall an email you didn't mean to send. Some software makes you think you can, but you can't. Not reliably. • Email lives forever, is easy to spread and can easily show up in discovery for a lawsuit. • Never email angry. • Double-check the “to” field.
  • 3. 2. The “from” field you you Make sure the “From” field is your real name; first and last. You can test this by looking at the email you sent on a friend’s computer. Test from sending from all your devices, including mobile.
  • 4. 3. Subject lines Try to fit the ENTIRE email into the subject line • The subject line of an email is the first chance you have to tell the reader why you need their attention.
  • 5. 3. Subject lines Try to fit the ENTIRE email into the subject line • The subject line of an email is the first chance you have to tell the reader why you need their attention. • Lots of people waste the subject line. They put “hi” or “Meeting tomorrow” or “an idea for you” or worse, nothing at all, the dreaded “no subject”. None of these are useful enough.
  • 6. 3. Subject lines Try to fit the ENTIRE email into the subject line • The subject line of an email is the first chance you have to tell the reader why you need their attention. • Lots of people waste the subject line. They put “hi” or “Meeting tomorrow” or “an idea for you” or worse, nothing at all, the dreaded “no subject”. None of these are useful enough. • NEVER just reply to old emails. • If you get emails with horrible subject lines... FIX them. Everyone will thank you.
  • 7. 3. Subject lines Bad Example…..
  • 8. 3. Subject lines Good Example…..
  • 9. 3. Subject lines More good examples….. You have approximately 10-15 words to use to convey the main message: • DECISION NEEDED: Picking the new PajamaConf logo today • SCHEDULING: Check Tues. or Wed. 5pm for meeting with Fabi at Chipotle on Broadway • PROMOTION HELP: Looking for some blog and Twitter love for PajamaConf • www.pajamaconf.com seems offline. You might want to check. • POPTECH ACQUISITION DEAL: Should we take it? (from ceo@poptech.com)
  • 10. 3. Subject lines More good examples….. You have approximately 10-15 words to use to convey the main message: • DECISION NEEDED: Picking the new PajamaConf logo today • SCHEDULING: Check Tues. or Wed. 5pm for meeting with Fabi at Chipotle on Broadway • PROMOTION HELP: Looking for some blog and Twitter love for PajamaConf • www.pajamaconf.com seems offline. You might want to check. • POPTECH ACQUISITION DEAL: Should we take it? (from ceo@poptech.com) The major point or action required is ALL-CAPPED It is giving you a sense of what you’re going to do next for me. It’s prepping you for what comes next. Just like scary music in a movie means the killer is in the closet, you know what’s coming next, and so you mentally prepare for it.
  • 11. Keep to The Basics. • Greeting!!!
  • 12. Keep to The Basics. • Greeting!!! 1. Use Shorter Paragraphs 2. Use Less Words 3. Keep it Short 4. blank lines
  • 13. Keep to The Basics. Salutations Opening: Closing: Attachments: Signature
  • 14. The 5 W’s of The 5 Sentence email • • • • • Who What Why Why should I do What is the next step
  • 15. 4. Main points up front Be a journalist. Not a novelist. • Unlike writing a novel, where you build up to the important stuff, most emails would be better if you put the main points up at the very top, the way newspaper stories are written. • Start with the lead, and then flesh out the details, only as needed. This way, someone who’s busy gets the main thing you’re telling them or asking them right away up front.
  • 16. 4. Main points up front Be a journalist. Not a novelist. • Let’s look at some examples...
  • 17. Dear all, Give webinar details; Phone number etc…. Add IST time for everyone in India I am writing to inform you that next Project milestone Meeting will be held in the Conference Room#102 at 8 am EST on Monday, 16 November. Follow-up items from our last meeting are: - Finalizing Design of internal pages - Confirming Map and navigation functionality New items for the meeting: - Go through all change requests - Next Milestone completion date If you wish to add any further items to the agenda, please let me know before 12th November. Yours sincerely, Tania Yunas
  • 19. 5. Using Appropriate Tone Achieve Great Results in Your Emails. • Messages that sound rude, tactless or offensive will NOT help you achieve your desired purpose. • Choose the right words wisely if you want to persuade your readers to do exactly what you want.
  • 20. Here’s an example of an email written using the wrong tone of voice: Subject: URGENT! MARC, I have an IMPORTANT meeting this afternoon and I need you to review this document. I need it very, very URGENTLY! Your co operation is appreciated! Get back to me ASAP!
  • 21. Here’s an example of an email written using the Positive tone of voice: Subject: Can I have your expert advice? Hi Marc! I’m really sorry to trouble you on top of your heavy workload, but I need your help to proofread an important business document. It’s only 2 pages long and shouldn’t take too much of your time. It would be fantastic if you could send the revisions before 2 pm. Thanks for your help Marc, I couldn’t have done it without you!
  • 22. Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?”
  • 23. Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?” 2. Avoid using authoritative phrases/terminology such as “I need”, “I want” and “ASAP”. Use words that trigger a positive response instead “It would be fantastic if you could send the revisions by 2 pm.”
  • 24. Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?” 2. Avoid using authoritative phrases/terminology such as “I need”, “I want” and “ASAP”. Use words that trigger a positive response instead “It would be fantastic if you could send the revisions by 2 pm.” 3. Show empathy, and identify with your readers’ emotions wherever possible “I’m sorry to trouble you on top of your heavy workload.”
  • 25. Here’s a 4-step guideline To help you sound less self-centered and make your emails sound more professional: 1. Include upbeat subject lines in your emails – use positive words “Can I have your expert advice?” 2. Avoid using authoritative phrases/terminology such as “I need”, “I want” and “ASAP”. Use words that trigger a positive response instead “It would be fantastic if you could send the revisions by 2 pm.” 3. Show empathy, and identify with your readers’ emotions wherever possible “I’m sorry to trouble you on top of your heavy workload.” 4. Use positive affirmations and always thank your recipient! “Thanks for your help Marc! I couldn’t have done it with you!”
  • 27. 6. Giving Bad News “We are unable to order new computers this quarter due to budget cuts.” “I think it will be hard to recover from this, but what can I do to help?” “Our pricing structure is outdated.” Intents and purposes Possibly, most likely Perhaps, maybe
  • 28. 7. Complaint “The current way we choose officers for our organization is not democratic. As a result, we have a popularity contest that does not always get us the best candidates.” “I have offered two alternatives for officer selection that still involves the votes of the members but both have been rejected by the executive board.”
  • 29. 7. Complaint “This is a problem for two reasons. First, I am concerned that the executive board no longer protects the interests of the organization and that their actions are not in keeping with the constitution of the organization. Second, there have been a number of complaints from the members who feel that their concerns and preferences are not being addressed by the executive board, which decreases morale and productivity.”
  • 30. 7. Complaint “Please let me know what other options I may have overlooked. I am willing to meet with the department head and the executive board to seek out a solution that is fair to the members and is good for the business of the organization. ”
  • 34. 8.
  • 35. 9. Close the loops. Coffee is for closers. Loop closers. • Open Loop: “Let’s get together for lunch. What day is good? Where do you want to go? Should we invite other departments or keep it a team meeting?” • Closed Loop: “Let’s get together for lunch. I’m thinking Thursday at 11:30 (to avoid the rush) at Chotchky’s. Let’s keep it just a team lunch this time, but maybe next time, we’ll invite others. Work for you?”
  • 36. 9. Close the loops. Coffee is for closers. Loop closers. • Open Loop: “Let’s get together for lunch. What day is good? Where do you want to go? Should we invite other departments or keep it a team meeting?” • Closed Loop: “Let’s get together for lunch. I’m thinking Thursday at 11:30 (to avoid the rush) at Chotchky’s. Let’s keep it just a team lunch this time, but maybe next time, we’ll invite others. Work for you?” • The differences are obvious. Know why people don’t send the closed loop type email? They’re worried that they seem bossy. Here’s the truth: most times, most people don’t really care about the details. If you recommend, it will come out quickly that Michael is off Thursday so Wednesday is better, and Samir is allergic to seafood, etc. Closing the loops early helps everyone. • Closed loop email means to me that you’ve taken back-and-forth cycles out of the process.
  • 37. 10. Bullets. Numbers. Choices • Run out of bullets? Take them from your presentations. • Make it easy for people to reply to your email. If there are summary points from a meeting, use bullets (not just new sentences) to differentiate the points. • If a decision is required among a set of choices, make it easy by numbering them. • Examples: • End all negotiations and terminate contract. • Respond with counter-proposal • Execute contract. (If this is chosen, please also email signed contract.)
  • 38. 11. Reply All. When should you do it? Almost never. Ten questions to ask before you hit reply all: 1) Someone transmits good news to ten people. Do the other nine people really need to hear you say "Great news!"?
  • 39. 11. Reply All. When should you do it? Almost never. Ten questions to ask before you hit reply all: 1) Someone transmits good news to ten people. Do the other nine people really need to hear you say "Great news!"? 2) Do you need information from one member of the group before replying? Is there someone in the group you should probably check with before you agree to something? If so, take the conversation off-line. 3) Does this really need to be a group conversation in the first place? 4) The organizer of a block party asks if anyone has a folding table they can lend. Does the whole block need to know that you can't? (No.) If you have one, would it be useful for everyone to know that the problem is now solved. (Yes.). Does anyone else need to respond after that? (No.) 5) The organizer of a meeting asks if everyone is available Weds at 10 am. You have a conflict, but can suggest some alternatives. Does the whole group need to see those, and start weighing in? Or can the organizer collect the responses, and propose a new time he thinks will work?
  • 40. 11. Reply All. When should you do it? Almost never. 6) The Golden Rule: Do unto others. Would you want all those useless (to you) messages in you already cluttered inbox? 7) Multiply. The number of people on the list x the number of times you reply-all = the number of annoyances you have sent into the world. With your name attached. 8) A harder one: everyone else has replied all to say congratulations. The group does not need to hear you say the same, but you worry that you'll be the only one who didn't. Do you chime in? 9) Rule of thumb: Do not reply all to anything sent to a mailing list. 10) Last: Notice how much you've eliminated from your inbox, by preventing all those unnecessary replies?
  • 41. 11. Avoid old-fashioned expressions This style of writing is very BORING! Not to say OUTDATED! Instead of using long-winded, old-fashioned expressions like: Please revert to me the soonest Say: I look forward to hearing from you soon
  • 42. 11. Avoid old-fashioned expressions They are boring! Instead of using long-winded, old-fashioned expressions like: Enclosed herewith is the letter as per your request Say: Here’s the letter you requested
  • 44. think Think Results Think Experience Think Big Picture Think Partnership Think Solutions