Writing & Managing Email
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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.

Provides suggestions and prompts discussion about addressing, distributing, and maintaining email. Relies on theories from Merlin Mann's Inbox Zero.

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