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. 1. Writing High-Impact Email Facilitated by Chris Friend The John Scott Dailey Florida Institute of Government at the University of Central Florida
  2. 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. 3. Today’s Goals▶ Behaviors▶ Results▶ Pitfalls▶ Actions Image courtesy Microsoft, public domain.
  4. 4. Today’s Agenda ▶ Addressing ▶ Composing ▶ ManagingImage courtesy .reid. on Flickr, CC BY 2.0
  5. 5. Today’s Rule▶ Be nice. Image courtesy Microsoft, public domain.
  6. 6. Addressing Email
  7. 7. Controlling DistributionTO/CC/BCC Use Caution with BCC Read Before ReplyDistribution Lists Good: Time Saver Bad: Easy to Abuse Ugly: Keep Updated
  8. 8. Controlling DistributionReply vs. Reply AllUse with CareForwardBe Aware
  9. 9. AttachmentsRemembering When you type “attach” As you add addressesSize 1 / 5 / 10 Multiplicity Alternatives
  10. 10. AttachmentsFile Types PDF — Everyone DOC — Most PPT — Many PPS — Some EXE — NoneViruses
  11. 11. The Subject LineRelevant & HelpfulInclude Key WordsTopic + Comment or ActionChange on Reply?
  12. 12. Composing Email
  13. 13. Email TimingIt’s quick.Respond in 24–48 hours.
  14. 14. Message PurposeOne Message per TopicMake Next Action ClearK.I.S.S. Clarity Accuracy Understanding + Action
  15. 15. Message OrganizationPrefer Lists to NarrativesUse Shorter ParagraphsMaintain Professionalism
  16. 16. Message ContentBe direct.Be polite.Request vs. DemandBe professional. Emoticons Flaming & SHOUTING!!! Spelign
  17. 17. Message SignatureSaves TimeIncludes Department Position Phone Number
  18. 18. Message PrivacyNot private, confidential,secure, or guaranteedAnyone can forwardSunshine laws
  19. 19. Affirmative ResponseThank the sender.Say “yes” quickly.Provide next step.
  20. 20. Negative ResponseStart neutrallyInclude your reasonsActually say “no” or “cannot”Be supportive, not apologetic
  21. 21. Writing ComplaintsGive backgroundList previous effortsExplain importance to readerAsk for help & offer asuggestion or resolution
  22. 22. When Not to EmailHeated DiscussionMisunderstandingSensitive InfoExcess Emotion
  23. 23. Managing Email Merlin Mann • Inbox Zero
  24. 24. Exchange StorageThe Purpose of Email
  25. 25. Exchange StorageThe Purpose of Email
  26. 26. Exchange StorageThe Purpose of Email
  27. 27. You know better.
  28. 28. Bad Email HabitsAuto-CheckingSorting into FoldersKeeping Messages“Unread”
  29. 29. What You Can Do With Email Delete it. Delegate it. Respond with value. to it. Do what it says. Defer its action.
  30. 30. Successful EmailManagement Do email less. Cheat. No fiddling.
  31. 31. Thank you. Writing High-Impact Email Facilitated by Chris Friend

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