Impress with e mail communication
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  • E-mail archives: Not to say I told you so – but as a reference tool. Misconceptions: E-mail is instant communication
  • Scrolling through a bunch of names to get to the message One time, we had a competitor send a message to all of his potential customers
  • You ’re thinking about the subject, the person you are e-mailing is NOT…so make sure your subject has some context! Think in 6 words or less could I convey my whole e-mail message? A well worded subject line helps users retrieve the message later
  • At the end, I like to review my e-mail and delete unecessary words
  • 12-17: -59% 25-34: -18% 45-54: -12% 55-64: +22% 65+: +28% Facebook and Twitter (because of their limiting characteristics) have depopularized e-mail…simply because messages are just too long. This isn ’t to say that e-mail is dead, it says know your audience.
  • - You may be looking at a message on a wider screen, but you have to remember smaller screens and cell phones.
  • Break message into sections Use bullet points instead of long, wordy sentences Close with action item
  • - More often than not – no matter how hard you try – all of your questions usually aren’t answered.
  • TransferBigFiles Get notified when recipient downloads Multiple recipients per e-mail
  • - Do you really need to send an attachment?
  • - This makes e-mails hard to read…hard to uncover action item…
  • - Save other replies until your specified time
  • Changing the Subject Line
  • Accessing E-mail from Home

Transcript

  • 1. Impress with E-mail Communication Superior Industries University
  • 2. What do you like about e-mail? What don’t you like about e-mail?
  • 3. Corey’s Likes and Dislikes What I like… What I don’t like… Another communication tool Spam Organization Poor grammar and format Send messages day or night Long e-mails E-mail archives Misconceptions Checking e-mail in church
  • 4. Microsoft Outlook
    • Won’t teach the ins and outs
    • Lots of different versions
    • Hancock uses Gmail
    • E-mail me with your questions
  • 5.
    • Reading and replying to e-mail consumes almost 50% of our work day!
    Materials Manager Establish benchmark measurements Supplier performance measurements Employee coaching/training Streamline work flow/organization Participate in budget sessions Research inventory discrepancies Inventory discrepancies
  • 6. Sending E-mails
    • Addressing
    • Subject Lines
    • Message Text
    • Attachments
  • 7. CC and BCC
    • CC (Carbon/Courtesy Copy)
      • Use as FYI
      • No expectation of reply from CC recipient(s)
    • BCC (Blind Carbon Copy)
      • Used with long mailing lists
      • Don ’t want “TO” or “CC” recipients to see
  • 8.  
  • 9. Subject Lines are Headlines
    • Tells readers what your e-mail is about
    • Think of as a newspaper headline
    • Use a few, well-chosen words (6 or less)
    • Use dates, #, -, (), ?
    • Increase chance e-mail will be read
    • E-mails with blanks subjects are spam
  • 10. Subject Lines
    • Bad: Vacation
    • Good: Vacation on May 22, 2012
    • Bad: Help please
    • Good: Final Review: Breakbulk Show Graphics
    • Bad: VRTEX 360
    • Good: Divisional Meeting: VRTEX 360 Pictures
  • 11. Consider One Point per E-mail
    • Do you need to communicate about several different things?
    • One topic may require a short reply, while another may require research time
    • Review your e-mail, is it best to send the messages separately?
  • 12. Keep it Short
    • Cut out unnecessary words
    • Use paragraphs liberally
  • 13. 40% 30% 20% 10% 0% -10% -20% -30% -40% -50% -60% 12-17 25-34 45-54 55-64 64+
  • 14.
    • Hey all, just wanted to give you an update on the status of the Phenix Belt Scale Manual. I have a draft complete, the only thing missing are some good photos. As soon as we get one here I will make sure to add those in. Tonight I am going over some of the grammar and then I will send you all a copy of it once the photos are in place. Thanks to everyone for your help with this…ill be in touch.
    • Thanks!
  • 15.
    • Hey all,
    • Update on Phenix Belt Scale Manual:
      • I have a draft complete
      • Waiting on good photos
      • Need to complete grammar check
    • I will send you a copy once the photos are in place.
    • Thanks!
  • 16.
    • Hi Jim, Thanks for signing up for the dealer school, we’re excited to see you in Morris. I have a couple of questions. Which airport are you flying to? Will you need a car to get to and from Morris? How many of the classes are you signing up for? And do you think you’ll need a hotel on Wednesday in Minneapolis? Let me know when you need time. Corey
  • 17.
    • Hi Jim, Thanks for signing up for the dealer school. I have a few questions:
    • Which airport are you flying to?
    • Will you need a rental car?
    • How many classes are you signing up for?
    • Need a hotel room in Minneapolis on Wednesday?
    • Let me know when you need time. Corey
  • 18. Call to Action
    • Specify the response you want
    • Name, title, phone number (internally too)
    • Make it easy for someone to respond
  • 19. Attachments
    • Maximum message size is 10 MB
    • Large file sending services
      • TransferBigFiles.com (1 GB)
      • Pando.com (1 GB free)
      • YouSendIt.com (100 MB free)
    • Include an explanation of the attachment
  • 20. Delay Send
    • Forget to add information or an attachment?
    • Create a rule to delay send by 1 minute
  • 21. Jing
    • Take a screen capture of what you see on your monitor
    • Copy and paste into body of e-mail
    • www.techsmith.com/jing
  • 22. Grammatical Errors
    • There/Their/They ’re
    • To/Two/Too
    • Its/It ’s
    • Company ’s/Companies
  • 23. E-mail Grammar
    • ALL CAPS IS CONSIDERED SHOUTING
    • So is over punctuating!!!!!
    • Anyone going to Minneapolis???????????
  • 24. No Capitalization or Punctuation
    • Good effort…consistent repetitive message…good
    • Not sure of any specific response…i forwarded to Martha and Jim for a response as well
    • Sometime down the road we might try a promotion that is measureable…maybe schedule an appointment in the next two months and get a 50 dollar credit on any repair over $250 or something like that…..or mention this card and get? just an idea…..then we could get a response rate from # mailed
  • 25.
    • Bad grammar and misspellings gave
    • ______%
    • of the survey sample "negative feelings" towards the senders.
  • 26.
    • ______%
    • of senior managers said badly worded e-mails implied laziness and even disrespect.
  • 27. Proofing
    • Work from end to beginning
    • Proof one sentence at a time
    • Helps focus on errors, not content
  • 28. Receiving E-mails
    • Bridging E-mails
    • Replying to Messages
    • Processing Messages
    • Reference System
    • Decision Making
  • 29. Be a Good Correspondent
    • Go through inbox regularly
    • Encourages others to reply to you
    • If you don ’t have time for a detailed message, send a “bridging e-mail”
  • 30. Bridging E-mail
    • A sentence saying you received the e-mail
    • Don ’t have time to answer at the moment
    • Provide a broad timeframe when they can expect a reply to their e-mail
  • 31. Bridging E-mail
    • TO: Mike Domnick
    • FROM: Corey Poppe
    • Hi Mike,
    • I think I have all the materials I need to build the training tool. As I see it now, I should be able to move this task to the top of my list right after the ISM.
    • Corey
  • 32. What happens when you don ’t reply?
    • People think you ’re a snob
    • People think you ’re ignoring them
    • People lose trust in you
    • People start making up stories about you
    • People wonder about spam
  • 33. Don’t Thank a Thank You
    • … you don’t have to reply to everything!
    • Lamar, Dort, Task
  • 34.
    • Hi Lamar,
    • I put a package on the shelf. Can you make sure this gets to Chris Mullen by 11/15? You can send it to his home office.
    • Corey
    You got it! Thanks Lamar! No problem.
  • 35. Reply All
    • Do not use as a default
    • Does everyone need to be included?
  • 36. Process in Batches
    • Increase productivity, turn off auto notify
    • Not necessary to check e-mail constantly
    • Establish regular times each day
    • Takes discipline but eventually is habit
  • 37. E-mail Myth
    • Email is instant communication
      • Only about 50% of email users read email immediately
      • Of those 50% about 30% will respond promptly depending on the topic
  • 38. E-mail Reference System
    • Reference Information
    • Action Information
  • 39. Reference Information
    • Information not required to complete an action
    • Information you keep in case you need it later
    • Stored in reference system (folder, documents, etc)
    • As many as 1/3 of your e-mails
  • 40. Filter with Folder
    • Reduce inbox volume by 40%!
    • Newsletters, associations, etc.
    • Check every week or 1-2 times/month
  • 41. Action Information
    • Information you must have to complete an action
    • Stored with the action (on to-do list or in calendar)
  • 42. Four D ’s of Decision-Making
    • Delete it
    • Do it
    • Delegate it
    • Defer it
  • 43. Delete It
    • Does the message…
        • … relate to something you ’re currently working on?
        • … contain information you can find elsewhere?
        • … contain information you need within six months?
    • I delete older than 3-4 months
  • 44. Do It
    • Action is over in less than two minutes
    • If you can do it, just do it
    • No point in closing or filing if task can be completed in less than two minutes
  • 45. Delegate It
    • If you can ’t do it, can you forward to a team member?
    • Delete the original message (or keep until delegate confirms)
  • 46. Defer It
    • Takes more than two minutes
    • Deal with it after you are done processing
    • Actionable task or appointment
  • 47. The Four D ’s of Decision-Making Delete or File Task or Calendar
  • 48. Disconnect the Ding
    • Get more done by quieting your space
    • Uncheck the options that triggers dings, pop ups and other interuptions
    • Monitor e-mails, reply quickly to those that require instant reply
  • 49. E-mail Communication
    • Good at understanding nonverbal cues, there are none in e-mails!
    • Use face-to-face if dealing with a sensitive topic
    • Humor and sarcasm is understood or communicated effectively in _________% of e-mails.
  • 50. From the Employee Handbook
    • All e-mail usage is business related
    • All e-mail transferred by and stored on Superior ’s computers is property of Superior Industries
    • All e-mail messages are logged and can be screened at any time
    • E-mails are NEVER private!
  • 51. Professional E-mail
    • Never consider email private information
      • Work emails are your employer ’s property and may be monitored
      • Email sent to others may be forwarded
      • Email can be subpoena ’d
      • Email can be intercepted
  • 52. Changing the Subject Line
  • 53. Accessing E-mail at Home
  • 54. Checking Your Spam
  • 55. Top Ten Takeaways
    • 10. Use service to send big attachments
    • 09. Humor is understood 50% of the time
    • 08. Use CC sparingly
    • 07. Send a bridging e-mail
    • 06. E-mail is never private
    • 05. Reference vs action
    • 04. Use bullets and numbers for separation
  • 56. Top Ten Takeaways
    • 03. Use lots of paragraphs
    • 02. Subject lines are very important
    • 01. Keep it SHORT!
  • 57. Impress with E-mail Communication Superior Industries University