this talk is about effective communication in emails€¦ · this talk is about effective...
TRANSCRIPT
5/14/2019
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This talk is about
effective communication
in emails
Offer you some help
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According to research by the
Radicati Group, Inc., business
email users received and sent an
average of 121 emails each day in
2014. That’s more than 44,000
emails per year.
Do these work?
----- Original Message -----
To: karen
Sent: Friday, June 10, 2011 5:01 AM
Subject: RE: Fwd: BUS.WORKSHOP
What a terrific course held last Monday, just to let you know I implemented the email strategy to one of our clients which I had problems in the past contacting, With in 1 hour I had a response and closed a job for $3000.00 to be done asap.
Thanks once again.
Thank you
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Hi Karen,
I was at the x conference.
Used the non-blah blah style yesterday with new client. Got a reply in 12 minutes and set up two telephone interviews for the same night.
He, the CEO, called me today and said he liked my email style of reminding him he had people to call.
The Meehan Group
1138 Kingswood Drive
Evansville, IN 47715
From: Lisa Schmidt
Sent: Monday, December 03, 2012 8:36 AM
Subject: FW: Danielle - request the favor of a reply
IT WORKED! This was my third attempt at reaching this girl and she responded within 12 minutes! Thanks Karen
Lisa
From: Danielle L.
Sent: Monday, December 03, 2012 10:35 AM
To: Lisa Schmidt
Subject: RE: Danielle - request the favor of a reply
Hi Lisa,
We are under contract with AVMG for our 2013 meeting. I will certainly reach out when we do go out to bid.
Thanks for your interest. Have a wonderful holiday season.
~ Danielle
From: Lisa
Sent: Monday, December 03, 2012 10:23 AM
To: Danielle
Subject: Danielle - request the favor of a reply
Good morning Danielle,
We are interested in being considered for your 2013 Annual Conference. Can you kindly tell me when you will be putting out your
RFP?
We have numerous associations that we work with, and they find our Association Loyalty Program a valuable package. I would love to
set up a conference call to discuss the value it could bring to your association.
What are we covering today?
• subject lines of individual emails and
text/content of emails
• how to get someone to open, read and reply,
your email
• Identify key buzz words to grab the receiver’s
attention
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Who’s here?
Examples of most
common types/topics of
emails you send/receive?
The Second City
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Skipping slides…
People need more than
motivation to change.
They also need ability.
“How to Have Influence”, MIT Sloan Management
Review, Fall 2008
Karen remember mention re:
dates of sample emails
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It might seem like I’m getting into
minutae here, however I ask you to
trust my research for the length of the
program. If you have questions on
“What is the reason for that?” I
welcome those questions after the
program. I want to focus our time on
giving you as many tips as possible
on EXACTLY WHAT TO DO regarding
wording and punctuation.
1. in the subject line put the
person’s name followed by
dash and short subject:
“Tom – update?”
Pique interest…
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Induce guilt…
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Requires action…
2. if you have less than three
questions in the email – put
that in the subject line:
“Tom – two questions”
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From: Karen E. Purves
Sent: Wednesday, October 22, 2008 2:31 PM
Subject: Bob - two quick questions
Hi Bob,
In planning for my brief into to your staff next Tuesday at 10am, kindly let me
know:
1) what content would you like me to cover?
2) are there any materials I should bring if everything is available on the
website?
See you then!
Karen E. Purves, M.A.
innovative impact
452 E. Silverado Ranch Blvd., PMB # 238
Las Vegas NV 89183-6207 USA
ph: 702-260-6842
fax: 702-260-6967
email: [email protected]
web: www.innovativeimpact.com/facil.htm
3.use a question mark
whenever possible in the
subject line: “Tom – meeting?”
From: Karen E. Purves
Sent: Wednesday, December 10, 2008 2:53 PM
Subject: Mike - '10 conference updates?
Mike,
I wanted to touch base with one question - I know you mentioned
that Dr. Iverson would be beginning planning for the '10 Star of the
North Conference this fall. Can you kindly share what I can submit
to be considered as a speaker for this event?
I just want to make sure he has updated information from when I
presented several years ago.
Thank you! (emails below)
Karen Purves
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4. when you are in the text of
the email and asking two or
more questions pull them out of
the text:
1)
2)
3)
From: Karen E. Purves
Sent: Wednesday, September 03, 2008 5:40 PM
Subject: Amanda - details for 8/21/08
Hi Amanda,
I would like to confirm details regarding m program on 8/21 for the Diversity
Conference (most points require a one word answer). If any of these
suggestions create a problem for you, please call me and we will find a
satisfactory alternative:
1) You would like me to do my "19 words" program from 8-9:30am and 10-
11:30am, correct?
2) What is the exact location/building/room number/floor where I will be
presenting?
3) Will someone be doing my intro? If so, who should I email that to?
4) You estimate approximately 35 attendees per session, correct?
5) May I have evaluations/tent cards, brochures and cd's available?
6) You will have an overhead projector (for transparencies) and screen as well
as wireless lavaliere microphone, correct?
Thank you!
5. put a question mark at the
end of a paragraph (if it
makes sense)
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From: Karen E. Purves
Sent: Friday, December 05, 2008 4:38 PM
Subject: Sebastien - quick question
Sebastien,
Thank you for attending my "19 words" session at MPI Montreal Convivium. I
hope you found the session useful! You mentioned on the evaluation form my
content and style may be a good fit for your colleagues. Can you kindly
suggest any information to follow up on that?
Thank you for your help!
Karen E. Purves, M.A.
innovative impact
452 E. Silverado Ranch Blvd., # 238
Las Vegas NV 89183-6207 USA
ph: 702-260-6842
fax: 702-260-6967
email: [email protected]
web: www.innovativeimpact.com/facil.htm
Hi Jeff,
I wanted to touch base (per your email below) to schedule a time to talk. What are good days and times for you in the next few weeks?
Later in the day tends to be better for me.
Thank you!
Karen Purves
Grammatically incorrect…
6. instead of making a
statement: “I look forward to
our next step” turn it into a
question “What do you
suggest as a next step?”
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From: Karen E. Purves
Sent: Wednesday, December 10, 2008 3:01 PM
Subject: LeAnn - AzHHA 2009 Annual Leadership Conference
LeAnn,
I am interested in being considered as a speaker at your AzHHA
2009 Annual Leadership Conference. Can you kindly suggest a
next step for considering me as a speaker for that event?
Karen E. Purves, M.A.
innovative impact
452 E. Silverado Ranch Blvd., PMB # 238
Las Vegas NV 89183-6207 USA
ph: 702-260-6842
fax: 702-260-6967
email: [email protected]
web: www.innovativeimpact.com/facil.htm
7. if someone has not been
responding to two emails you
have sent, then on the 3rd
attempt, put in the subject line: “Tom – request the courtesy of a
reply”
From: Karen E. Purves
Sent: Monday, December 08, 2008 3:31 PM
Subject: Erika - request the courtesy of a reply
Erika,
I am interested in being considered as a keynote/workshop
speaker at your 2009 CEMA Summit. Do you have a date and
location selected? Also, can you kindly suggest a next step for
considering me as a speaker for that event?
Karen E. Purves, M.A.
innovative impact
452 E. Silverado Ranch Blvd., PMB # 238
Las Vegas NV 89183-6207 USA
ph: 702-260-6842
fax: 702-260-6967
email: [email protected]
web: www.innovativeimpact.com/facil.htm
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8. if the person does reply to
your email using these methods,
unless they specifically ask you
to, do not call them – reply with
another email
9.if they do reply to your email,
match their greeting in your reply
(e.g. if they say “Hi Karen-“ use
the exact same wording and
dash “Hi Jim-“ or just “Karen:”
then use “Jim:”
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From: Karen E. Purves [mailto:[email protected]]
Sent: December 3, 2007 3:40 PM
Subject: Re: Lawrence - inquiry
Hi Lawrence,
Thank you for the follow up…
Regards,
Karen Purves
______________________________________________________________________________
To: Karen E. Purves
Sent: Sunday, December 02, 2007 1:05 PM
Subject: RE: Lawrence - inquiry
Hi Karen,
If you could send me a Biography ….
Regards,
______________________________________________________________________________
From: Karen E. Purves [mailto:[email protected]]
Sent: November 27, 2007 6:44 PM
Subject: Lawrence - inquiry
Lawrence,
I recently spoke at….
Hi, Karen Purves! Thanks for inquiring about South Carolina's Governor's Conference on Tourism & Travel. Our speaker list is complete for the 2010 conference and we are not able to accept additional speakers. The process will begin again in April 2010, at which time we're more than happy to consider your great programs again. Thank you for getting in touch with us!
Director, Public Relations & Information
SCPRT
1205 Pendleton Street
Columbia, SC 29201
803-734-1779
803-467-0202
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Fwd:
• 10.5 People almost never read an email
that has Fwd: in the subject line, so I
recommend rarely using it if you really
want the person to read the email.
• If you insist on using it, add the person’s
name in front Tom – Fwd: Hawaiian
airline…
Cc:• People are significantly less likely to respond to
an email if there is anyone in the cc line –whether it’s the person you are sending it to, or the cc person.
• Solution: whenever possible, split the emails up and send the same email to two people individually (or 5 or 7 people…)
• This also gets you out of the “reply all” overuse/”blast all”
11. almost never use the priority
(!) sending option for emails. I
send nearly 7,000 emails a year
with over a 90% response rate
and only use this about 5 times a
year – save it for truly urgent/
emergency emails
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African elephant, Botswana
12. When saying
something “negative” in
an email, do not use the
word YOU
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----- Original Message -----
To: 'Karen E. Purves'
Sent: Thursday, April 02, 2009 10:56 AM
Subject: RE: - speaker referral
You didn’t make the cut for the 2
sessions in 2009…
President & CEO
13. “Magic” 4-letter word to
get a reply on just about
anything, particularly warm
and cold lead emails:
Audrey – help?
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16. Closing:
Best or Best wishes
17. Friend who
recommended you?
1st two words in text
of email (not subject line)
Larry,
Ralph Witsell at RSCVA suggested I contact you. I'm interested in being considered as a speaker at our '10 Governor's Conference on Tourism in December in my home state. I've offered keynotes for the Arkansas and Oklahoma Governor's Conference on Tourism with rave reviews. Can you kindly suggest a next step to consider me as a speaker for your event?
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18. “rave reviews” termLarry,
Ralph Witsell at RSCVA suggested I contact you. I'm interested in being considered as a speaker at our '10 Governor's Conference on Tourism in December in my home state. I've offered keynotes for the Arkansas and Oklahoma Governor's Conference on Tourism with rave reviews. Can you kindly suggest a next step to consider me as a speaker for your event?
19. better to respond
than not, even if really
late
21. Watch the phrase “I have no
idea” – you usually do have SOME
idea – budget ballpark, time
frames, etc.
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----- Original Message -----
To: Karen E. Purves
Sent: Tuesday, April 07, 2009 3:57 PM
Subject: RE: Lee - details for 4/21
Approximately how many attendees do you
estimate at the session, 100? I have no
idea. I think 100 is a good beginning.
Member Services Manager
World Service Office
USA
22. Watch out for
inadvertently giving
commands
• From: SCORE 5/4/17
• To: [email protected]
• Subject: Attend the Innovation Awards
• ----------------------
• From: SCORE 5/4/17
• To: [email protected]
• Subject: Learn What No One Told You,
You Needed to Know About Marketing
Your Small Business
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• From: Kohl’s
• To: [email protected]
• Date: 5/31/15
• Subject: Tell us about your recent call
Two no-no’s in one subject line:
From: American Airlines AAdvantage
Program
Sent: Tuesday, February 28, 2012 12:04 PM
Subject: Please Vote For AAdvantage!
Two more no no’s on one line:
From: Frontier Airlines
Sent: Thursday, May 10, 2012 2:04 AM
Subject: KAREN, Check Out Your Mileage
Statement
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Subject line tip
An easy tip is, use words that would be
prefaced by “Are you…”:
• Interested in VIP treatment?
• Tired of the negative economy talk?
• Stressed from staff complaints?
• Thinking about refinancing?
Good one:
From: Jill Leimbach
Sent: Wednesday, April 11, 2012 12:09 PM
To: Jill Leimbach
Subject: Coming to Dallas?
Email example:
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Practice – yay or boo
• Join x And Earn Bonus y
• Cowboys Group & Party Areas
• Group Savings at x
• Find x for less
23. Font:
• Arial
• 10pt
• Navy blue
26. How to follow up with a “maybe”
Elicia,
Thanks for the follow up. (1)Would you suggest I follow up at some point to touch base about '11 planning, or just wait to hear from you if there's a fit?
(2) If you suggest I follow up, kindly let me know a time frame.
(3) I'll follow your lead!
Karen Purves
----- Original Message -----
To: Karen E. Purves
Sent: Wednesday, March 31, 2010 5:01 AM
Subject: RE: Elicia - speakers?
Karen,
Thanks for your interest in our meeting. We’ve already booked our keynote, endnote and breakout speakers for 2010. Will keep you in mind for a future meeting.
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To: Karen E. Purves, M.A.
Sent: Monday, March 14, 2011 5:05 PM
Subject: RE: Deb - next step?
December of this year would be great.
--------------------------------------------------------------------------------
From: Karen E. Purves, M.A. <[email protected]
Sent: Monday, March 14, 2011 7:01 PM
Subject: Re: Deb - next step?
Hi Paula, yes, I was inquiring about '12, so I'm glad you have my info. I usually update my programs around mid-year. Is there a month you'd suggest I follow up, or should I wait to hear from you if there's a potential fit? If you suggest I follow up, kindly let me know a time frame.
I'll follow your lead!
Karen Purves
----- Original Message -----
To: Karen E. Purves, M.A.
Sent: Monday, March 14, 2011 4:53 PM
Subject: RE: Deb - next step?
Hi Karen, I was forwarded all the email messages pertaining to your speaking opportunity from 2010. Our 2011 conference is already completely booked with speakers. I will keep your information handy for 2012. I have overseen this conference for 12 years and I generally have all planning completed by the beginning of March of each year.
Best Wishes,
Paula
From:
Sent: Friday, February 08, 2019 7:42 AM
Subject: RE: Sarah - spring meeting?
I’m thinking a year out. Which means you better set a reminder to reach out to me.
From: [email protected] <[email protected]> Sent: Thursday, February 7, 2019 10:09 PMTo:Subject: Re: Sarah - spring meeting?
I appreciate your prompt follow up. I’m sorry to hear that is the case. Would you suggest I follow up at a certain time, or just wait to hear from you if there is a potential fit?
If you suggest I follow up, kindly let me know a time frame.
I’ll follow your lead!
Best,
Karen E. Purves, M.A.
From: Sent: Thursday, February 07, 2019 7:02 PM
Subject: Re: Sarah - spring meeting?
We aren't going to have a spring meeting this year. It seems that the brand has taken away our ability to plan meetings lately. it's a shame because your training would really benefit our membership.
Best Western Inn
“Let”
• Check your ego at the door
• “Let” lets the other person
be “right” and/or you choose
to be “wrong”
• Still a “command” verb
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27. “news”Reply:
No news means “no new news.” I love hearing from you. I am glad you keep checking. Please do not hesitate to check in from time to time. Nice to hear from you.
{potential client}
From: Karen E. Purves, M.A. [mailto:[email protected]] Sent: Friday, July 15, 2011 10:54 PMSubject: Diane - news?
Hi Diane,
You mentioned (in email) below to stay in touch regarding any updates on speaker selection for your '12 event in St. Louis. Any new news to share?
I wasn't sure if no news meant "no new news" or "no thank you". I look forward to hearing from you when time permits!
28. “thumbs”----- Original Message -----
To: Karen E. Purves, M.A.
Sent: Friday, July 15, 2011 9:24 AM
Subject: Re: Rod - changes?
Hi Karen,
Thumbs Middle -- nothing to report at this time. Thanks again for keeping in touch.
Rod
On Thu, Jul 14, 2011 at 7:43 PM, Karen E. Purves, M.A. <[email protected] wrote:
Hi Rod,
I wanted to just touch base and say hello. Is the timing any better now for considering me as a speaker? Thumbs up? Down? Middle?
I look forward to an update when time permits! (emails below)
29. Survey
Subject line: “Joanne – 3
minute help?”
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Sample Survey questions• How are you responding to _____?
• Is _____ a problem here?
• What challenges do you have with _____?
• How often are _____?
• Is there an area where _____ could be improved?
• How satisfied are you with _____?
• Where does the process tend to break down?
• What difficulties have you had with…?
• How are you handling…?
• What is it about ________ that you are not satisfied with?
• Are you having any other difficulties with…?
• Tell me more about your challenges with…
30. Feedback/opinion
Subject line: “Joanne – 2
cents?”
31. Mass emails
Subject line:
• Question mark in subject line
• Think from recipients’ perspective, not yours
• Don’t use verb (“Attend our…)
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Mass emails
• Beginning of text:
• Your recommendations and support will
help…
• I/we invite your involvement in the…
• You can help shape things by….
• Your expertise can make a huge difference
here.
32. Newsletters
1) question mark in subject line
2) BRIEF content (< 1 page)
3) call to action without using
verb
33. Mirror content –
do some blah blahing
if s/he does
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What is she saying?
Sent: Thursday, January 07, 2010 6:38 AM
Subject: RE: Karen - update?
Karen,
Well, it’s not good news... our budgets got crunched again this year and we are barely squeezing by unfortunately to do our tradeshows. I don’t even think we are going to have our face-to-face managers meeting. I’m so disappointed, but hopefully, when the economy really does recover things will be better and we can do more amazing things-like have you in to speak to us! I’m so sorry!
Sr. Marketing Manager
Ralph Miller, PhD, Statistics Professor at CGU (w/wife Nan)
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34.Omit PLEASE – leave
it out, or replace with
kindly
37. Keep paragraphs
as short as possible
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To: 'Karen E. Purves'
Sent: Wednesday, October 15, 2008 4:56AM
Subject: RE: '09 Annual Conference inquiry
No
------------------------------------------------------------------------------------------
From: Karen E. Purves [mailto:[email protected]]
Sent: Tuesday, October 14, 2008 6:26 PM
Subject: Kirk - '09 Annual Conference updates??
I wanted to drop you a note and see - do you have any updates on how I can bring value
to your Annual Conference? (emails below)
Karen Purves
-----------------------------------------------------------------------------------------------------
To: 'Karen E. Purves'
Sent: Monday, July 14, 2008 6:01 PM
Subject: RE: '09 Annual Conference inquiry
We are still working on the focus of the next Annual Conference, so we are not in the
position to select speakers as yet.
President
38. USE contractions like
don’t or I’m
only use the uncontracted
form for emphasis – did not, I
am
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40. Use brief phrases like “on
the run” or “racing to meeting” or “on
vacation” or “more to follow” to get
back to someone to
acknowledge email even if
you don’t have an answer to
a question
From: [email protected]
Sent: Thursday, December 13, 2012 2:33 PM
Subject: Stacey - still waiting...
Hi – Just wanted you to know I’m still waiting to
hear on timing for your program. You’re at the
top of mind.
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got this talk
Her reply:
Great to hear from you
On vacation so will jump on this next week
The cte meets on June 10
More after that
Thx again for reaching out
J
Testing two new points
• Testing not have :re in subject line when
the person hasn’t responded two times
• Put full name signature when person not
responding
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New one
If you emailed “Help – please?” in subject
line because you didn’t know name, then
Gus writes back, change subject line to re:
Gus – help? When you respond
Questions answered
1) With the email inquiries should we "click"
onto REPLY to the contacts email or start a
fresh email? Click Reply – keep trail of
emails
2) If the inquiry email includes a contact
telephone number should we email or call?
Email – use the form of contact that
person chose with you (they emailed you,
you email back; if they call you, you call
back)
Before I close, feel free to
fill out the
purple coach entry form
to be entered into the
drawing.
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“It takes 64 seconds to retrieve your
train of thought after interruption
by e-mail, one study shows. That
means if you check your in-box
every 5 minutes, you waste 8.5
hours a week.”
Source: Thomas Jackson, PhD, Loughborough
University
Me and Billy Artemenko, 1977
Billy Artemenko, 2008
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Leaving Gram’s ~1977