Writing & Managing Email
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Provides suggestions and prompts discussion about addressing, distributing, and maintaining email. Relies on theories from Merlin Mann's Inbox Zero.
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Writing & Managing Email
- 1. Writing High-Impact Email Facilitated by Chris Friend The John Scott Dailey Florida Institute of Government at the University of Central Florida
- 2. Introductions ▶ Name ▶ Dept & Job Title ▶ Yrs of Service ▶ Avg Emails per Day ▶ Bonus: How many unreads right now? Image courtesy Microsoft, public domain.
- 3. Today’s Goals ▶ Behaviors ▶ Results ▶ Pitfalls ▶ Actions Image courtesy Microsoft, public domain.
- 4. Today’s Agenda ▶ Addressing ▶ Composing ▶ Managing Image courtesy .reid. on Flickr, CC BY 2.0
- 5. Today’s Rule ▶ Be nice. Image courtesy Microsoft, public domain.
- 7. Controlling Distribution TO/CC/BCC Use Caution with BCC Read Before Reply Distribution Lists Good: Time Saver Bad: Easy to Abuse Ugly: Keep Updated
- 8. Controlling Distribution Reply vs. Reply All Use with Care Forward Be Aware
- 9. Attachments Remembering When you type “attach” As you add addresses Size 1 / 5 / 10 Multiplicity Alternatives
- 10. Attachments File Types PDF — Everyone DOC — Most PPT — Many PPS — Some EXE — None Viruses
- 11. The Subject Line Relevant & Helpful Include Key Words Topic + Comment or Action Change on Reply?
- 12. Composing Email
- 13. Email Timing It’s quick. Respond in 24–48 hours.
- 14. Message Purpose One Message per Topic Make Next Action Clear K.I.S.S. Clarity Accuracy Understanding + Action
- 15. Message Organization Prefer Lists to Narratives Use Shorter Paragraphs Maintain Professionalism
- 16. Message Content Be direct. Be polite. Request vs. Demand Be professional. Emoticons Flaming & SHOUTING!!! Spelign
- 17. Message Signature Saves Time Includes Department Position Phone Number
- 18. Message Privacy Not private, confidential, secure, or guaranteed Anyone can forward Sunshine laws
- 19. Affirmative Response Thank the sender. Say “yes” quickly. Provide next step.
- 20. Negative Response Start neutrally Include your reasons Actually say “no” or “cannot” Be supportive, not apologetic
- 21. Writing Complaints Give background List previous efforts Explain importance to reader Ask for help & offer a suggestion or resolution
- 22. When Not to Email Heated Discussion Misunderstanding Sensitive Info Excess Emotion
- 23. Managing Email Merlin Mann • Inbox Zero
- 24. Exchange Storage The Purpose of Email
- 25. Exchange Storage The Purpose of Email
- 26. Exchange Storage The Purpose of Email
- 27. You know better.
- 28. Bad Email Habits Auto-Checking Sorting into Folders Keeping Messages “Unread”
- 29. What You Can Do With Email Delete it. Delegate it. Respond with value. to it. Do what it says. Defer its action.
- 30. Successful Email Management Do email less. Cheat. No fiddling.
- 31. Thank you. Writing High-Impact Email Facilitated by Chris Friend