Email  Etiquettes 110
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Email Etiquettes 110

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  • A huge amount of time is wasted on email that is not clear. If you want your email to generate action, then be clear and up front about it! If you are asking for action, put the name on To: line, not Cc:
  • Overloaded – system & recipient Intel’s email network is overloaded – sending un-necessary attachments exacerbates the problem Opening and closing documents adds tedium for the recipient Use text messages every time you can Status Reports, Meeting Minutes, Trip Reports, Simple Proposals Use the Intranet for what it’s for Consider posting something and sending a URL instead of sending a document Stop replies before they start If a reply is not required, end your message with “(Reply Not Necessary)”
  • Email is not the right communication tool when “quick response” is needed It’s likely you will miss important deadlines Don’t change meeting logistics a few hours before a meeting and send email as the only notification. Don’t request critical ARs that are due in a few hours and expect the recipient to get it done. Send your presentation materials well in advance of a meeting. Use email to convey non-sensitive or non-emotional information. You want to save time, not create situations where more time-consuming explanations will be required. Email can NOT replace the effectiveness of a short, real-time discussion with all the right participants. Ask yourself, will a phone call be more effective?
  • If an email discussion doesn’t end in 1-2 replies and get the results that are necessary – STOP. Make a phone call or set up a brief meeting to discuss and resolve it. You will get higher quality results much faster. Ask yourself, are you sharing expertise, or just venting. We all need to vent sometimes, but email is probably not the right way to do so. Constructive confrontation or disagreements do NOT get resolved in email Don’t even try!
  • Rules: No discussions in email. When people start "talking" in email, please stop Carbon Copy your manager if you really need to. If you don't need an action from your manager, make that clear on the subject line. This would make it clear to you and your team on items that need your immediate attention. Do not use UPPER case alphabets unless using it as a title. This gives a negative connotation (looks like you are yelling those words)
  • Use Follow Up Flags. As you read your email, and determine that you need to take action at a later date and time, “set” a Follow Up Flag for that message and specify the exact date and time to be reminded. Don’t allow the problem to continue If you find you are on a distribution list you don’t need to be on send a note to the originator to be removed. If you get involved in an email discussion that you don’t need to be in ask to be taken off the distribution. If you see someone else practicing bad email etiquette send a friendly note and ask them to correct it.
  • Don’t open each email as it comes in; instead, process them in batches and follow good techniques: make quick decisions and handle each piece as little as possible. Accessing email twice a day is reasonable! Many people are not very good writers and inadvertently use language that can be misconstrued. Get on the phone and ask for clarification rather than letting things escalate into a real misunderstanding.
  • IT Policies & Guidelines http://platform.intel.com/messaging/policy/ Additional eMail help http://it.intel.com/email

Transcript

  • 1. Effective Email Guidelines
  • 2. Contents
    • Email Has Become Ineffective
    • Poor Usage Examples
    • Use Smart Subject Lines
    • Think Before You Click
    • Write for Action
    • Reducing the Load
    • Quality Communications
    • Recommended Standards
    • General Tips
    • Call to Action
  • 3. Email Has Become Ineffective
    • It’s a double-edged problem
    • Too many messages are floating around
        • Half are unnecessary
        • The other half are ineffective
    • Fixing the problem lies on our shoulders
  • 4. Poor Usage Examples No subject line
  • 5. Poor Usage Action required and key points are hidden in the message
  • 6. Poor Usage   -----Original Message----- From : Sent : Monday, January 08, 2001 5:46 PM To : IMS Operations Subject : Information   I will be gone all day Tuesday/01-9-01 at an Operations Offsite Staff Meeting. I will be accessible via cell or pager listed below-   Thanks Misusing the global distribution list
  • 7. Poor Usage Discussion that could have been done on the phone
  • 8. Use Smart Subject Lines
    • All messages should have clear and specific “Subject Lines” that
      • describes the message content
      • specifies if there are any actions required & due dates
      • mentions clearly who the message is for
    • Subject Line Template:
    • TAG description [actions] [due date] [(EOM)]
  • 9. Use Smart Subject Lines
    • Good Subject Line Examples
      • FYI ONLY: Meeting minutes from 3/14 discussion
      • WSR: Joe Smith – Operations WW17
      • ARs Included: Minutes from MRC, all ARs due Friday 4/1
      • DISTRIBUTE: Program POR updated & related information
      • Bob, Joe: need you at noon meeting Wed w/ your updates
      • AGENDA: Staff meeting Thurs 3/12 10:00 pm
      • Mary: I will attend the WW FTF & present summary. (EOM)
    • Poor Subject Line Examples
      • Weekly Minutes
      • Here are the URLs
      • Re: presentation
      • (blank subject line)
      • Unrelated subject line – sending an email with an old subject line that does not relate to this message
    TAG description [action] [due dates] [(EOM)]
  • 10. Use Smart Subject Lines
    • If you can type your entire message in the subject line and don’t need to write anything in the body of the message - do so!
    • Type (EOM) at the end of the subject line. EOM means “end of message”
  • 11. Think Before You Click
    • Don’t automatically “REPLY TO ALL”.
    • Take one last look at your distribution list – is this email necessary for all recipients.
    • Once the email discussion goes beyond 2-3 replies anyway, it’s time to pick up the phone
  • 12. Write For Action
    • In the first 1-3 lines of your email, specify what this email is about.
      • Does it include action required?
      • Does it require a reply back by a certain date?
      • What information is contained that the reader will find necessary for their job?
    • Use the To: and Cc: addresses appropriately
  • 13. Reducing the Load
    • Overloaded – system & recipient
    • Use text messages every time you can
      • Status Reports, Meeting Minutes, Trip Reports, Simple Proposals
    • Use formatted documents when necessary
      • Spreadsheets, presentations, formal documents
    • Stop replies before they start
      • If a reply is not required, end your message with “(Reply Not Necessary)”
  • 14. Quality Communications
    • Email is not the right communication tool when “quick response” is needed
    • Use email to convey non-sensitive or non-emotional information
  • 15. Quality Communications
    • If an email discussion doesn’t end in 1-2 replies and get the results that are necessary – STOP
    • Ask yourself, are you sharing expertise, or just venting
    • Constructive confrontation or disagreements do NOT get resolved in email
  • 16. Recommended Standards
    • Recommended Subject Line Tags:
    • URG - Stop everything, read me first
    • HOT - Need immediate attention
    • RSP - Need you to respond, either way
    • MTG - New/modified meetings
    • FWD - Forward to your respective group(s)
    • HLP - Need information, assistance with a problem
    • FYI - Just for your information
    • ACT - Needs action
  • 17. Recommended Standards
    • Rules:
    • No outlook templates or “pretty stationary" when sending/replying messages
    • Reply to sender only. Only "Reply to All" when absolutely necessary
    • PowerPoint Files: Zip all attachments. Large files; use shared server or websites
    • When possible, short messages should be written in the subject line, with the EOM tag
  • 18. Recommended Standards
    • Rules:
    • No discussions in email. When people start "talking" in email, please stop
    • Carbon Copy your manager if you really need to
    • Do not use UPPER case alphabets unless using it as a title. This gives a negative connotation (looks like you are yelling those words)
  • 19. General Tips
    • Use Follow Up Flags.
    • If you find you are on a distribution list you don’t need to be on
      • send a note to the originator to be removed.
    • If you get involved in an email discussion that you don’t need to be in
      • ask to be taken off the distribution.
    • While forwarding the message delete the list of email addresses if not necessary
    • If you see someone else practicing bad email etiquette
      • send a friendly note and ask them to correct it
  • 20.
    • Incoming Email Tips:
    • Process your email in batches
    • Don’t overreact to nuance in email
    General Tips
  • 21. General Tips
    • Font :
    • Use standard font throughout the message content
    • Avoid colored fonts in a professional email
    • Be very specific with the use of bold , italic or underline font style
    • Keep the size of the font visible and constant
    • Paragraph and line spacing should be legitimate and visually appealing
    • Avoid short forms or slang (e.g. ‘u’ instead of ‘you’, ‘y’ instead of ‘why’, ‘r’ instead of ‘are’, etc)
  • 22. Examples From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ 
  • 23. Examples From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ  
  • 24. Examples From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail , I would like to mention here that the required action was taken long back and HENCE THERE WAS NO NEED TO ESCALATE THE ISSUE TO A HIGHER LEVEL WITH REFERENCE TO THE BELOW MENTIONED mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ  
  • 25. Examples From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ 
  • 26. Call to Action
    • Implement these guidelines in your own email usage
    • It’s got to start with you
    • Take this presentation to your staff and request that they implement the guidelines
  • 27. Questions & Comments
  • 28. Thank You