The John Scott Dailey Florida Institute of Government at the University of Central Florida Writing High-Impact Email Facilitated by Chris Friend
Writing & Managing Email
Dec 04, 2014
Provides suggestions and prompts discussion about addressing, distributing, and maintaining email. Relies on theories from Merlin Mann's Inbox Zero.
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The John Scott Dailey Florida Institute of Government at the University of Central Florida
Writing High-Impact EmailFacilitated by Chris Friend
Introductions
Image courtesy Microsoft, public domain.
▶ Name▶ Dept &
Job Title▶ Yrs of Service▶ Avg Emails per Day▶ Bonus: How many unreads right now?
Today’s Goals▶ Behaviors▶ Results▶ Pitfalls▶ Actions
Image courtesy Microsoft, public domain.
Today’s Agenda
Image courtesy .reid. on Flickr, CC BY 2.0
▶ Addressing▶ Composing▶ Managing
Today’s Rule▶ Be nice.
Image courtesy Microsoft, public domain.
Addressing Email
Controlling Distribution
TO/CC/BCCUse Caution with BCC
Read Before Reply
Distribution ListsGood: Time Saver
Bad: Easy to Abuse
Ugly: Keep Updated
Controlling Distribution
Reply vs. Reply AllUse with Care
ForwardBe Aware
Attachments
RememberingWhen you type “attach”
As you add addresses
Size1 / 5 / 10
Multiplicity
Alternatives
Attachments
File TypesPDF — Everyone
DOC — Most
PPT — Many
PPS — Some
EXE — None
Viruses
The Subject Line
Relevant & Helpful
Include Key Words
Topic + Comment or Action
Change on Reply?
Composing Email
Email Timing
It’s quick.
Respond in 24–48 hours.
Message Purpose
One Message per Topic
Make Next Action Clear
K.I.S.S.Clarity
Accuracy
Understanding + Action
Message Organization
Prefer Lists to Narratives
Use Shorter Paragraphs
Maintain Professionalism
Message Content
Be direct.
Be polite.Request vs. Demand
Be professional.Emoticons
Flaming & SHOUTING!!!
Spelign
Message Signature
Saves Time
IncludesDepartment
Position
Phone Number
Message Privacy
Not private, confidential, secure, or guaranteed
Anyone can forward
Sunshine laws
Affirmative Response
Thank the sender.
Say “yes” quickly.
Provide next step.
Negative Response
Start neutrally
Include your reasons
Actually say “no” or “cannot”
Be supportive, not apologetic
Writing Complaints
Give background
List previous efforts
Explain importance to reader
Ask for help & offer a suggestion or resolution
When Not to Email
Heated Discussion
Misunderstanding
Sensitive Info
Excess Emotion
Managing Email
Merlin Mann • Inbox Zero
The Purpose of Email
StorageExchange
The Purpose of Email
StorageExchange
The Purpose of Email
StorageExchange
You know better.
Bad Email Habits
Auto-Checking
Sorting into Folders
Keeping Messages “Unread”
What You Can Do With Email
Delete it.
Delegate it.
Respond to it.
Do what it says.
Defer its action.
with value.
Successful Email
ManagementDo email less.
Cheat.
No fiddling.
Thank you.Writing High-Impact EmailFacilitated by Chris Friend
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