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

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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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