writing & managing email

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