Business correspondence

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On Wednesday, December 21, #MandCPL wiht Vadim Izdebskiy organized a workshop called “Business correspondence: writing e-mails that won't get ignored”.
Agenda:
- Got mail?
- The Do’s and the Don’ts
- Practical exercise
- Q&A
- Bonus:Outlook and Gmail tips & tricks



Published in: Education, Technology
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Business correspondence

  1. 1. BusinessCorrespondence { Writing emails that won’t get ignored
  2. 2.  9+ years in software development  From Junior C++ developer to Program Manager / Tech Consultant  Teams from 3 to 10 people  Customers from Belgium, Australia, Cana da, US, Germany, UK, M alta, Denmark  …Email Nazi!Who is this guy?
  3. 3. So, need to write an email?
  4. 4. A bit of Theory { Stolen thoughts and ideas
  5. 5.  Self Fulfilling email  Inquiry  Open-Ended dialog  Action emailWhat is the Purpose?
  6. 6.  Spends a long time crafting the ‘perfect’ email.  Believes that their request is original, unique, and special.  Cannot imagine why anyone would turn them away.  Desires to tell the whole storyWho is Sender?
  7. 7.  Gets a lot of email  Regularly gets asked a standard set of questions and favors  Does not have a lot of free time  Does not mind helping you, if it is fastWho is Receiver?
  8. 8. 2.7 secondsTime to take decision
  9. 9. To construct email that:  Will actually be read  Will actually be understood  Will not annoy receiver  Doesn’t take too much time to reactOur Goal
  10. 10. Composition { Building blocks
  11. 11.  Never ever forget it!  One phrase summary  Short, informative, related  Reflects the purposeSubject:
  12. 12. People who need to respond or take actionTo:
  13. 13. People who need to be informedCC:
  14. 14. What about BCC:?
  15. 15.  Introduction  Problem description  ConclusionBody:
  16. 16. { http://level2.ciklum.net/index.php?option=com_userdetSignature
  17. 17. Tips on Content { Length, look, style
  18. 18.  Remember to KISS  Pretend face-to-face intro  Use text message trick  Minimize questions  Do word trimming  …but be personalTips
  19. 19.  Use Simple English  Ask for reaction explicitly  Split to parts for different people/actions/questions  Bold people names (use @, twitter-style)  Use links instead of attachments  Define abbreviations  Put reference info to the very endDos
  20. 20.  Don’t overuse High Importance (!) and red color  Don’t use Royal English  Don’t misspell names  Avoid jargon  Avoid using different fonts, sizes and colorsDonts
  21. 21. Ready to press ‘Send’?
  22. 22. Read it! (three times)
  23. 23. Examples { The Good, the Bad and the Ugly
  24. 24. -----Original Message-----From: David WSent: Thursday, March 30, 2006 10:32 AMTo: Roberts, JohnSubject: repeated server warningsJohn,Below is terminal output I got the first time I started the server process. The warningabout the lock file is coming out every 30 seconds. Where is it trying to write thisfile? Would this be caused by some kind of permission problem?Thanks,David WinchNGT DevelopmentMar 30, 2006 10:21:48 AM java.util.prefs.FileSystemPreferences$2 runINFO: Created user preferences directory.Mar 30, 2006 10:21:49 AM java.util.prefs.FileSystemPreferences$3 runWARNING: Could not create system preferences directory. System preferences areunusable.Mar 30, 2006 10:22:19 AM java.util.prefs.FileSystemPreferences checkLockFile0ErrorCodeWARNING: Could not lock System prefs. Unix error code 805449496.Mar 30, 2006 10:22:49 AM java.util.prefs.FileSystemPreferences checkLockFile0Err
  25. 25. -----Reply Message-----From: Roberts, JohnSent: Thursday, March 30, 2006 11:04 AMTo: David WSubject: RE: repeated server warningsDavid,What environment variables do you use in the command line? I havenot come across this before. Probably, permissions to default locationswhere the java.util.prefs.FileSystemPreferences class tries to writepreferences are insufficient.Please, let me know if I can help more.Regards,John RobertsSupport Engineer
  26. 26. ----- Message-----From: Roberts, JohnSent: Friday, March 31, 2006 03:12 PMTo: Neit, PaulSubject: Build environment corrupted?Paul,While trying to make the latest build I am getting the following error:$ . ./ngtmake_9_1.kshError: cannot access ngt9-13.jarThe testing team is stuck on getting the release acceptance. Could you please look into theproblem ASAP and let me know?Thanks in advance,John RobertsSupport Engineer
  27. 27. From: CathySent: Monday, January 30, 2006 4:16 PMTo: Gille, AndrewCc:Subject:Andy, I don’t know for sure but check what it takes to load NDPT data into the test DB.Thank you, Cathy.-----Original Message-----From: Gille, AndrewSent: Thursday, January 26, 2006 10:32 AMTo: Goodwriter, CathyCc: Grace, BillSubject: Problem loading production databaseDear Cathy,Could you please help me with understaing of a root cause for such a strange behavior of database loading scripts.I wonder why time being consumed exceeds the limits set in the functional requirements. We have been testingthe database with customer data this week and require your input asap. Bill, what do you think of this?Sincerely,Andrew Gille
  28. 28. Homework { Yep, I know 
  29. 29. Report a technical problem on a customer side that blocks your work  Addressee: Vadim Izdebskiy, Program Manager  Problem: No access to source code  Timeline: End of major phase, time to build  Urgency: Severity 1 issue  Action: Resolution required from customerExercise 1
  30. 30. You are missing a deadline  Addressee: Vadim Izdebskiy, Program Manager  Milestone: RC code freezeExercise 2
  31. 31. … and MORE!I will be happy to discussit with you FURTHERThank you!
  32. 32. Bonus

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