Info Excellence
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The average professional wastes 40 minutes a day due to inefficient email processing habits. Research states this contributes to $308 Billion in lost productivity. Good news! Acend Corporate Learning is introducing The Info-Excellence email efficiency and etiquette seminar. Participants discover how to: - cut email processing time by 20% - write clear, concise, and actionable messages - reduce inbox clutter - select the best communication tool (phone vs. email vs. IM) www.acend.com
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Info Excellence
- 1. The Info-Excellence® Seminars Email and Filing Effectiveness Training Driving Profits, Sales, and Growth
- 3. Info-Excellence ® Program Overview *All Data Based on 240 Days at Work Each Year A Series of Behavior Changing Events
- 5. “ It works!” Ken Blanchard, Coauthor, The One Minute Manager ® “ We saved 4 hours per week!” Matt Koch, Director of Productivity Mgt., Capital One “ Reclaim your life!” Betsy Meyers, Executive Director of Public Leadership, Harvard University Designed by Experts 80,000 in Print 11 languages
- 10. The Info-Excellence ® Seminar
- 12. Email Quantity Challenges Source : YPO, Pre-Training Info-Excellence Survey
- 13. Email Adds Up
- 14. Send Less – Get Less Capital One Case Study – 3,000 participants – Richmond VA – 2004-5
- 15. 1-2-3 Email Quantity Tool
- 16. Motivating People to Change
- 17. Brief, Warm Greeting A-B-C Email Quality Tool Action-Takers Stakeholders Action: Info: Request: Confirmed: Delivery: Descriptive Title – EOM (End Of Message) Limit and Explain Attachments – Use Links ACTION: Please review draft by 5pm Friday 19th Feb DELIVERED: March business plan for Southern district A-B-C Email Quality Tool ™
- 18. Right click on ‘low’ or ‘no’ priority emails Practical Tech Tips: Filter with Folders
- 19. On-Line Library – Email Efficiency Tips
- 20. Time Spent on Email Reduced Email Efficiency and Etiquette will save me ___ minutes per day by helping me manage email more effectively.
- 21. Email Quality Improves Email Efficiency and Etiquette best practices has helped boost the quality (clarity, effectiveness, etc.) of email I send by ___%
- 22. Sharp Increase in Email Coaching Email Efficiency and Etiquette will save me ___ minutes per day by helping me manage email more effectively.
- 23. File & Find It Fast Objective
- 24. File & Find Challenges Source : Client Data, Pre-Training Info-Excellence Survey
- 25. What Causes the Chaos? Andy’s boss just sent him an urgent Widget proposal for RST Company...
- 26. to filing and finding it fast! Secret 1 Create Distinct & Universal Categories Secret 2 Use Numbers to Prioritize Secret 3 Create a COTA Folder System Secret 4 Develop Simple Rules Secret 5 Create Easy Access Points
- 27. Create Distinct and Universal Chunks
- 28. Filing and Finding Efficiency Rises File and Find it Fast helped improve the efficiency of my filing system by ___%
- 29. Case Study: Capital One 1 Year Results Source : Capital One – 1 Year Follow Up Survey n=127
- 31. Cross Functional Support = Robust Rollout
- 32. A Solution: Strategy for Enterprise Rollout
Editor's Notes
- Introduce yourself, Team presenting and everyone on the phone Ask prospect/client about what happing at their organization? What type of issues are there people experiencing? Ask prospect/client what they are looking to learn or questions they are wanting answered from this presentation. What email program is there organization currently using? Introduce Info Excellence and mention about how it is a true competitive advantage and provides increased revenue and teamwork. Info-Excellence has 2 parts, E3 and F3 with a break in between modules. . 07/30/09 © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate
- Key Points: Email is now close to 40%--What else do people do 40% of day and receive little to NO training on? 50% of the average employees day is spend with emailing or searching for files or information 35% of that time is wasted What bothers you most about email? (reply to all, vague subject lines) People are saying that it is costing $308 billion is wasted time on email
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate Here is a 10,000 foot view of the implementation process Key Points: Pre-training assessment provides establishes baseline matrix as well as identifies any problems or issues that your employees are having. Quick post survey measures the quality of the content Post-training assessment measures what has been sustained. The C-Report is a 12 slide presentation on the success of the program with measured results on the quantity and quality of the emails that employees are now sending.—typical C report says people save 15 days a year due to the training..think—What organizational issues could be solved if everyone had that extra time. It is about being mindful of time, caring about others enough to change your email behaviors to focus on efficiency and clarity. 07/30/09
- Clients that are currently using he Info Excellence program
- The Hamster Revolution® book and Info-Excellence® Training is based on research culled from over 20,000 surveys of busy professionals just like you. These insights have been field tested in over 50,000 Info-Excellence seminar participants to date. Key Points: Designed by experts who have appeared on CNN Fox News Good Morning America Front page of the Wall Street Journal 07/30/09 © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate
- Key Points: Competitive Advantage Drives revenue by managing email more efficiently to reduce the time wastage and IT costs. A few key memorable habits/behaviours = high impact solutions
- Key Points: 2 components 1.5 hours each Most People have never been trained on this Send Less – Get Less (boomerang effect) Send 5 get 3 back Effective emails are clear, concise and actionable Key points for the File and find it fast—Ask, “Have yo9u ever lost a document? You were sure you filed it and when yo9u went to look for it.hmm….it was just ‘gone’? This adds volumes of stress to our lives and has again, a simple model for helping people file and find it FAST. Our goal with both of these programs is to help people manage their information before it manages them at an individual level which, collaboratively, helps organizations thrive as people communicate with more clarity and focus.
- Key Points: Less is more approach Works on the premise that it is easier to remember 10 best practices and a model that works across the board as opposed to a long list of protocols that employees have trouble remembering and sustaining Starts with indivuduals but needs to commit as an organization to behaviour change which includes….(issues they mention in opening)….
- Key Points: Live training tends to get 95% recommendation rate (60%+ excellent 30%+ Good), very powerful that generates the best results and greatest ROI Webinar is a scaled down version that delivers strong results as well E-Learning, No File and Find it Fast at this time, but due late summer Keynote, great as an introduction Book, Great for sustainability
- Key Point(s): Module 1 is Email Efficiency & Etiquette So do you want to see a few slides from the program? 07/30/09 © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate
- We prime the pump by sending out a pre-survey that gets them fired up about what is going to be addressed in the training And we get a baseline to measure success.
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate Key Points: In presenting this slide, seminars can use data from your own organization. When asked most people say they only use reply to all 12-15% of the time. This is a strong disconnect to the 79% of people who say that they receive the reply to all messages to often. 07/30/09
- Key Point(s): Walk them through the PPT ending with the # of days saved. Email is our #1 Task. Reducing it by 20% saves weeks per year. Speaker Notes and Verbiage: On average, your team processes XX,000 email messages per year. Can you think of anything else that you do x thousand times a year? (Pause and wait. At first people will be stumped. Eventually they may say talk on the phone or breath. You can challenge them if you feel that it is unlikely that people are making 18,000 phone calls.) That’s right! Besides bodily functions like breathing, email is the thing we do the most. So at the end of your long successful careers if someone asks you what you did most -- the answer for better or worse will be email. And that’s why we are spending some time today making email more effective for everyone. Common sense would say that if you did something 20,000 times you would get pretty good at it. Well as Ken Blanchard likes to say, “Common Sense is not always common practice.” Transition: You might be looking at these numbers and asking – “How can I control what other people send to me?” 07/30/09 © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate
- Key Point(s): When you send less email you get less email. Speaker Notes and Verbiage: (Just share a few of the thoughts below so you can move quickly into the next slide) So where do we start? I think we should start with something that we all can control – the amount of email we send. We remember things by saying things – When I say “Send less” – you say “Get Less”. Let’s practice it. Sending email is like throwing a boomerang! For every 5 you send – 3 come back…that’s a 60% rate of return. Eliminating 1 out of the next 5 emails you plan to send -- that’s 20% -- will result in 12% fewer messages in your inbox. That means taking 1 person off a distribution list, hitting reply-all one less time a day, deciding not to create or forward a low priority message. And that brings you more than halfway to our goal of cutting email processing time by 20%. Transition: Here is a tool that will help you to send less email. 07/30/09 © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate
- Key Point(s): (Critical Slide to Practice) Summarize the 3 questions. Be sure to ask: Let’s look at question 1—what happens if an email is incomplete? YES..it results in MORE email. RE Q #2-Professional-- In an era when email is our primary communication tool..it is interesting to realize that every time we send an email it it part of our virtual resume. It is what others perceive of OUR organization. RE Q#3: Targeted—You shared yo9u disliked ‘reply to all..people need to be reminded that they dislike this too and to send email to ACTION takers only. Speaker Notes and Verbiage: Summarize: So the 3 essential questions to ask if you want to receive less email are “Is my message needed, appropriate, and targeted?” --- So who should you think about before you send an email? (Answer: The recipient) © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate 07/30/09
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate Key Point(s): Get everyone to agree that higher quality email will have a huge impact on productivity. What do you think about the email on the left? How long would it take you to find the subject and action items in it? What does the email on the right say to you? How long would it take you to find the message of the email on the right? Speaker Notes and Verbiage: The email we send directly impacts our professional image. Transition: Let’s explore how we all can write messages that are easy to scan and act upon. 07/30/09
- Strengthen the Subject: 1. Descriptive Subject Lines: Descriptive titles that reference concrete events, documents, people, times, places, etc. are best. The title is the one place where we want you to write MORE rather than less. 2. Categories: Use 1 word categories that create instant understanding. Action: Great for team actions – not great with clients. Info: Opposite of action – No Action required! Request: Gentler form of Action – Great for clients, executives, Europe/Asia where the email style is a bit more formal. Confirmed: indicates that you are going to do something or have done something. Delivery: You are responding to a request. eom is useful when the subject line can serve as the entire message. Use links to reduce number of document versions in circulation. Brief, Warm Greeting is a single greeting sentence at the top of your message. Social and Efficients: There are 2 camps at most companies the Socials – Who don’t mind lengthy chit-chat at the beginning of an email and the Efficients. Efficients just want everyone to “Get to the point!” What do you think the Socials think about the Efficients and vice versa? A good compromise is the brief, warm greeting. Use a salutation like ‘Hi” in the US or “Dear” in Europe and Asia. What is everyone’s favorite word? (Answer – their first name). So use your recipient’s first name and then a positive word such as “Thanks for the great presentation last week.” Keep your brief, warm greeting to the top line of your email. Sculpt the Body with A-B-C: Action Summary: 1-2 sentences that that summarize your key point or action. The key is to move the bottom line to the top of your message because people don’t read email – the scan it. Putting your key point up front addresses a top complaint – that actions are frequently buried in the middle or end of an email. Include a response time whenever possible. Remember to dig up the context by avoiding vague phrases like “Sounds good” and being specific, “Confirmed: I’ll attend the executive meeting on April 12.” This is especially important in long email threads. Background: Bullet points and numbers chunk your points for easy-reading and clearly define each point you are trying to make. Creating bold paragraph headings helps readers know exactly what each paragraph contains. I like to use colons as well to call out important elements of my messages. Examples: Key Point: All reports due by 11/3 at 5PM. Question: How many Widgets did we sell last month? Close: Place next steps and niceties here. This is where you can add some chit-chat if you feel its really needed. Ending with a clear auto-signature builds context for your recipients. It tells them who you are and what you do. When your important message is forwarded to your boss’ boss’ boss they will know your full name, job description and title. 07/30/09 © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate
- Key Point(s): ‘ Low’ and ‘no’ priority email can be routed to email folders so that they do not wind up in our inbox. Speaker Notes and Verbiage: Right click and filter out low priority email interruptions by creating a simple auto-routing rule. We all get low priority email that we don’t need to read the second it arrives. Yet many of us allow this kind of email to sap up valuable time and energy during the day. I receive a lot of email from associations that I belong to. This is info is never urgent but it is something I like to read. Example Folders: Newsletters, Associations, Monthly Vendor receipts, General low priority info are all folders that are easy to create. Right Click to Filter: Does everyone get email like this? (Pause for effect) Then promise me one thing. When you get back to your desk – promise me you will RIGHT CLICK on the first low priority message that comes in, select Create Rule and check the top and bottom boxes as you see here (Point to the boxes). When you click on Select Folder you can create a new folder. As you can see, numbering those folders is a good way to keep them in a consistent place. Bonus: When you right click on an unwanted email you can also use the Block Junk Sender feature to eliminate all email from that sender. So right-clicking can eliminate “low” and “no” priority emails. 07/30/09 © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate 07/30/09
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate 07/30/09
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate 07/30/09
- Key Point(s): A 25% improvement in your file and find skills is our objective. Speaker Notes and Verbiage: Those who apply all of what we cover can see a 100% or greater improvement in their ability to file and find information. 07/30/09
- Key Point(s): Survey data reveals a big area of opportunity around filing and finding information. 07/30/09
- Key Point(s): Overlap – spread across multiple filing locations – causes chaos. Speaker Notes and Verbiage: This is Andy. He’s a salesperson who sells Widgets, Fidgets, and Gidgets to different companies like ABC, RST, and XYZ. If Andy’s boss sends him an urgent Widget proposal for RST Company…where should Andy store it? (Be silent as the class offers suggestions – RST, Widgets, Urgent Folder, Stuff Boss Sent Folder.) Exactly – the system that Andy has set up is loaded with overlapping folder categories. The ‘Stuff Boss Sent’ folder could contain a performance review or a movie review. So overlap is the greatest enemy of an effective filing system. Click 1: Andy’s life is further complicated because he must also manage other filing locations, like My Documents, Favorites, or his team’s shared drives. This is a recipe for chaos because none of these filing locations match! For example, Andy has a ‘Stuff Boss Sent’ folder under email folders and a ‘Boss’ folder under My Documents. Transition: Lets see how the experts who store other things can help us. 07/30/09 © 2008 Cohesive Knowledge Solutions, Inc., All Rights Reserved, Do not duplicate
- Key Point(s): Here are 5 secrets that can improve your ability to file and find information by 25% or more. Speaker Notes and Verbiage: I won’t read this off because we will cover them one by one. Critical Point: ***I’ll be showing you a specific system called COTA. This is a starting point for changing the way you organize information but by NO means do you have to adopt this exact approach.*** Transition: 07/30/09 © 2008 Cohesive Knowledge Solutions, Inc., All Rights Reserved, Do not duplicate
- © 2008 Cohesive Knowledge Solutions, Inc., All Rights Reserved, Do not duplicate Key Point(s): Reducing overlap with distinct and universal categories saves time and reduces stress. (Challenging Slide) Speaker Notes and Verbiage: Here again are Andy’s folders. Remember Andy sells Fidgets and Gidgets to companies like RST. Admin: (click) The first distinct and universal chunk of information that Andy and all professionals like you have is Administrative or Admin. for short. For example, Andy has Benefits, Policies and Procedures, and Company Car information stored under Admin. but this also can include generic forms, policies or travel information. Don’t you store things like this? Clients: (click) The second distinct and universal chunk of information is Clients. We all have clients, customers, or consumers that purchase or use the products we develop or sell. Now you all have clients who purchase or use your products don’t you? Some of you may have internal clients. Output: (click) The third distinct and universal chunk of information that Andy has is Output. Output is the products and services that Andy’s team Outputs to his clients. You all have products and services that you provide to your clients here at (Client Name) -- Right? Andy’s Sale’s Team Output is information relating to the Widgets, Fidgets, and Gidgets that he sells. What is your team’s Output? (Encourage class to think in terms of their team’s Output.) Teams: The fourth distinct and universal chunk of information that Andy has is Team’s. Andy is on the Sales Team. Everyone in this room is on a team. For example ______ is on the _____ team. Andy has lots of Team information like meeting notes, agendas, team business plans, or rosters. Eliminating High Overlap Categories: Folders like ‘Stuff Boss Sent’ could contain a Performance Review or a Movie Review. Doing away with this folder and time oriented folders like ‘Urgent’ will greatly simplify your storage system. Transition: Andy’s world is already looking a bit more ordered…these simple categories are universal and they aren’t the kinds of categories that will change over night…for example…you’ll still have administrative stuff in five years no matter how much change occurs! So the benefit to you is that it’s a lot easier to get things done in a simple and stable environment. 07/30/09
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate 07/30/09
- © 2008 Cohesive Knowledge Solutions Inc., All rights reserved. Do not duplicate 07/30/09
- Key closing techniques: 1. Provide a compelling proposal for a live or e-Learning pilot 2. Convene a follow up live meeting/focus group with IT/HR/stakeholders 3. Provide a 20 minute web-demo to additional stakeholders 3. Offer Impact Assessment Pre-Survey to define email challenge
- The Ken Blanchard Companies IS the Leadership Difference Thank you for your time.