Email EtiquetteA Small Talk Big Results Workshop
for:
Bad Email Exercise
What is Email Etiquette?
Email etiquette refers to the principles of behavior that one should use when writing or answering email messages.
Why is Email Etiquette Important?
Number of Emails Received/Sent
25 or fewer
25-50 50-100 100-200 200+0
10
20
30
40
50
60
Received Sent
52% or 24 people
4 people!
Time Per Day on Email
< 1 hr 1-2 hrs 2-4 hrs > 4 hrs0
10
20
30
40
50
% staff
Est. Total Staff Hours on Email/Day
127Or, 16 employees working 8 hours a day!
Time spent each weekday
Time spent each year (50 weeks)
1 hour/day = 10 days 2 hours/day = 3 weeks 3 hours/day = 1 month 4 hours/day = 6 weeks
3 Connected Parts to Email Etiquette
Be Professional
Be Polite
Be Clear
On the count of 3, shout out thename of an animal
Wait for it . . . 1, 2 . . .
I’ve done the math.We can’t afford the cat.
On the count of 3, shout out thename of an animal that is:
A land mammal Native to Africa and Asia Gray or brownish gray Weighs 5-6 tons as an adult
Wait for it . . . 1, 2 . . .
WhoWhatWhenWhereWhyHow
Clarify
5 Ws and 1H
• Compose meaningful subject lines• Format the message for readability–Answer all questions/pre-empt questions–Highlight questions/action items
Be Clear
Write the subject line FIRST Keep it short (6-8 words) Most important words first Be specific (not, “Do you have a sec?”) Include a deadline, if appropriate Indicate if response is needed (“Please Reply”)
Subject Lines
Subject lines
Unclear• ML’s records
• ???
• What do you think?
Clear• Need by 4/8: Missy Lane’s
attendance record
• Need explanation: email protocol 2.3 (confidentiality)
• Proposed changes to E7 Document – Please respond by Friday
Format for Readability
• Short as possible, yet complete• Short sentences (replace “but” with a period)• Bullet points, especially for questions• Space between paragraphs• Executive Summary for long emails• Questions and action items in bold
Be Polite
• Would you say it in person?
• Tone
Be Polite
The Tapping Experiment
Activity:
1. Individually: 3 politeness rules, 2 min
2. Partner share: Pick 3 (of 6), 2 min
3. Quad share: Pick 3 (of 6), 3 min
4. Double Quad share : Pick 3 (of 6), 3 min
5. Double Quad—Graphic poster, 5 min
6. DQ presentations, 1 min each
Be Polite
Be Professional
• Proof read • Don’t send when upset• Emoticons—Yes or no? :)• Level of formality???!!• Openings and closings (+ contact info)• Confidentiality• Response time (24 hours)• When NOT to use email
Be Professional
In-person vs. email
contentious
complex
confidential
colla
borationother
020406080
% of staff
To, CC, BCCTo = people directly affected, action required. (good to put in opening line: Hi, Bill, Nancy, Mary)
CC (Courtesy Copy, Carbon copy) = people not directly involved, who do not need to act or to reply, but should be informed.
BCC (Blind Carbon Copy) = people you don’t want the other recipients to know received the email or good for a large group email when you don’t know if people want their email shared. BCC recipients won’t receive “Reply all” but . . .
The BCC Reply All Nightmare
The Reply Allpocalyse
"Please respond, Pasquale, but we owe him nothing as far as I'm concerned. Let him tell the world how bad we are. He's never flown us before anyway and will be back when we save him a penny."
Passenger complaint regarding a delayed flight is forwarded to the CEO of the company who accidentally selected “Reply All”
Forwarding Emails
• Let people know if someone is added or deleted
• Summarize quickly for new people (otherwise it is very confusing)
• Check the email for unintended information, if adding new people
Email Etiquette
Be Professional
Be Polite