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Impress with e mail communication


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Email Communication

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Impress with e mail communication

  1. 1. Impress with E-mail Communication Superior Industries University
  2. 2. What do you like about e-mail? What don’t you like about e-mail?
  3. 3. Corey’s Likes and Dislikes What I like… What I don’t like… Another communication tool Spam Organization Poor grammar and format Send messages day or night Long e-mails E-mail archives Misconceptions Checking e-mail in church
  4. 4. Microsoft Outlook <ul><li>Won’t teach the ins and outs </li></ul><ul><li>Lots of different versions </li></ul><ul><li>Hancock uses Gmail </li></ul><ul><li>E-mail me with your questions </li></ul>
  5. 5. <ul><li>Reading and replying to e-mail consumes almost 50% of our work day! </li></ul>Materials Manager Establish benchmark measurements Supplier performance measurements Employee coaching/training Streamline work flow/organization Participate in budget sessions Research inventory discrepancies Inventory discrepancies
  6. 6. Sending E-mails <ul><li>Addressing </li></ul><ul><li>Subject Lines </li></ul><ul><li>Message Text </li></ul><ul><li>Attachments </li></ul>
  7. 7. CC and BCC <ul><li>CC (Carbon/Courtesy Copy) </li></ul><ul><ul><li>Use as FYI </li></ul></ul><ul><ul><li>No expectation of reply from CC recipient(s) </li></ul></ul><ul><li>BCC (Blind Carbon Copy) </li></ul><ul><ul><li>Used with long mailing lists </li></ul></ul><ul><ul><li>Don ’t want “TO” or “CC” recipients to see </li></ul></ul>
  8. 9. Subject Lines are Headlines <ul><li>Tells readers what your e-mail is about </li></ul><ul><li>Think of as a newspaper headline </li></ul><ul><li>Use a few, well-chosen words (6 or less) </li></ul><ul><li>Use dates, #, -, (), ? </li></ul><ul><li>Increase chance e-mail will be read </li></ul><ul><li>E-mails with blanks subjects are spam </li></ul>
  9. 10. Subject Lines <ul><li>Bad: Vacation </li></ul><ul><li>Good: Vacation on May 22, 2012 </li></ul><ul><li>Bad: Help please </li></ul><ul><li>Good: Final Review: Breakbulk Show Graphics </li></ul><ul><li>Bad: VRTEX 360 </li></ul><ul><li>Good: Divisional Meeting: VRTEX 360 Pictures </li></ul>
  10. 11. Consider One Point per E-mail <ul><li>Do you need to communicate about several different things? </li></ul><ul><li>One topic may require a short reply, while another may require research time </li></ul><ul><li>Review your e-mail, is it best to send the messages separately? </li></ul>
  11. 12. Keep it Short <ul><li>Cut out unnecessary words </li></ul><ul><li>Use paragraphs liberally </li></ul>
  12. 13. 40% 30% 20% 10% 0% -10% -20% -30% -40% -50% -60% 12-17 25-34 45-54 55-64 64+
  13. 14. <ul><li>Hey all, just wanted to give you an update on the status of the Phenix Belt Scale Manual. I have a draft complete, the only thing missing are some good photos. As soon as we get one here I will make sure to add those in. Tonight I am going over some of the grammar and then I will send you all a copy of it once the photos are in place. Thanks to everyone for your help with this…ill be in touch. </li></ul><ul><li>Thanks! </li></ul>
  14. 15. <ul><li>Hey all, </li></ul><ul><li>Update on Phenix Belt Scale Manual: </li></ul><ul><ul><li>I have a draft complete </li></ul></ul><ul><ul><li>Waiting on good photos </li></ul></ul><ul><ul><li>Need to complete grammar check </li></ul></ul><ul><li>I will send you a copy once the photos are in place. </li></ul><ul><li>Thanks! </li></ul>
  15. 16. <ul><li>Hi Jim, Thanks for signing up for the dealer school, we’re excited to see you in Morris. I have a couple of questions. Which airport are you flying to? Will you need a car to get to and from Morris? How many of the classes are you signing up for? And do you think you’ll need a hotel on Wednesday in Minneapolis? Let me know when you need time. Corey </li></ul>
  16. 17. <ul><li>Hi Jim, Thanks for signing up for the dealer school. I have a few questions: </li></ul><ul><li>Which airport are you flying to? </li></ul><ul><li>Will you need a rental car? </li></ul><ul><li>How many classes are you signing up for? </li></ul><ul><li>Need a hotel room in Minneapolis on Wednesday? </li></ul><ul><li>Let me know when you need time. Corey </li></ul>
  17. 18. Call to Action <ul><li>Specify the response you want </li></ul><ul><li>Name, title, phone number (internally too) </li></ul><ul><li>Make it easy for someone to respond </li></ul>
  18. 19. Attachments <ul><li>Maximum message size is 10 MB </li></ul><ul><li>Large file sending services </li></ul><ul><ul><li> (1 GB) </li></ul></ul><ul><ul><li> (1 GB free) </li></ul></ul><ul><ul><li> (100 MB free) </li></ul></ul><ul><li>Include an explanation of the attachment </li></ul>
  19. 20. Delay Send <ul><li>Forget to add information or an attachment? </li></ul><ul><li>Create a rule to delay send by 1 minute </li></ul>
  20. 21. Jing <ul><li>Take a screen capture of what you see on your monitor </li></ul><ul><li>Copy and paste into body of e-mail </li></ul><ul><li> </li></ul>
  21. 22. Grammatical Errors <ul><li>There/Their/They ’re </li></ul><ul><li>To/Two/Too </li></ul><ul><li>Its/It ’s </li></ul><ul><li>Company ’s/Companies </li></ul>
  22. 23. E-mail Grammar <ul><li>ALL CAPS IS CONSIDERED SHOUTING </li></ul><ul><li>So is over punctuating!!!!! </li></ul><ul><li>Anyone going to Minneapolis??????????? </li></ul>
  23. 24. No Capitalization or Punctuation <ul><li>Good effort…consistent repetitive message…good </li></ul><ul><li>Not sure of any specific response…i forwarded to Martha and Jim for a response as well </li></ul><ul><li>Sometime down the road we might try a promotion that is measureable…maybe schedule an appointment in the next two months and get a 50 dollar credit on any repair over $250 or something like that…..or mention this card and get? just an idea…..then we could get a response rate from # mailed </li></ul>
  24. 25. <ul><li>Bad grammar and misspellings gave </li></ul><ul><li>______% </li></ul><ul><li>of the survey sample &quot;negative feelings&quot; towards the senders. </li></ul>
  25. 26. <ul><li>______% </li></ul><ul><li>of senior managers said badly worded e-mails implied laziness and even disrespect. </li></ul>
  26. 27. Proofing <ul><li>Work from end to beginning </li></ul><ul><li>Proof one sentence at a time </li></ul><ul><li>Helps focus on errors, not content </li></ul>
  27. 28. Receiving E-mails <ul><li>Bridging E-mails </li></ul><ul><li>Replying to Messages </li></ul><ul><li>Processing Messages </li></ul><ul><li>Reference System </li></ul><ul><li>Decision Making </li></ul>
  28. 29. Be a Good Correspondent <ul><li>Go through inbox regularly </li></ul><ul><li>Encourages others to reply to you </li></ul><ul><li>If you don ’t have time for a detailed message, send a “bridging e-mail” </li></ul>
  29. 30. Bridging E-mail <ul><li>A sentence saying you received the e-mail </li></ul><ul><li>Don ’t have time to answer at the moment </li></ul><ul><li>Provide a broad timeframe when they can expect a reply to their e-mail </li></ul>
  30. 31. Bridging E-mail <ul><li>TO: Mike Domnick </li></ul><ul><li>FROM: Corey Poppe </li></ul><ul><li>Hi Mike, </li></ul><ul><li>I think I have all the materials I need to build the training tool. As I see it now, I should be able to move this task to the top of my list right after the ISM. </li></ul><ul><li>Corey </li></ul>
  31. 32. What happens when you don ’t reply? <ul><li>People think you ’re a snob </li></ul><ul><li>People think you ’re ignoring them </li></ul><ul><li>People lose trust in you </li></ul><ul><li>People start making up stories about you </li></ul><ul><li>People wonder about spam </li></ul>
  32. 33. Don’t Thank a Thank You <ul><li>… you don’t have to reply to everything! </li></ul><ul><li>Lamar, Dort, Task </li></ul>
  33. 34. <ul><li>Hi Lamar, </li></ul><ul><li>I put a package on the shelf. Can you make sure this gets to Chris Mullen by 11/15? You can send it to his home office. </li></ul><ul><li>Corey </li></ul>You got it! Thanks Lamar! No problem.
  34. 35. Reply All <ul><li>Do not use as a default </li></ul><ul><li>Does everyone need to be included? </li></ul>
  35. 36. Process in Batches <ul><li>Increase productivity, turn off auto notify </li></ul><ul><li>Not necessary to check e-mail constantly </li></ul><ul><li>Establish regular times each day </li></ul><ul><li>Takes discipline but eventually is habit </li></ul>
  36. 37. E-mail Myth <ul><li>Email is instant communication </li></ul><ul><ul><li>Only about 50% of email users read email immediately </li></ul></ul><ul><ul><li>Of those 50% about 30% will respond promptly depending on the topic </li></ul></ul>
  37. 38. E-mail Reference System <ul><li>Reference Information </li></ul><ul><li>Action Information </li></ul>
  38. 39. Reference Information <ul><li>Information not required to complete an action </li></ul><ul><li>Information you keep in case you need it later </li></ul><ul><li>Stored in reference system (folder, documents, etc) </li></ul><ul><li>As many as 1/3 of your e-mails </li></ul>
  39. 40. Filter with Folder <ul><li>Reduce inbox volume by 40%! </li></ul><ul><li>Newsletters, associations, etc. </li></ul><ul><li>Check every week or 1-2 times/month </li></ul>
  40. 41. Action Information <ul><li>Information you must have to complete an action </li></ul><ul><li>Stored with the action (on to-do list or in calendar) </li></ul>
  41. 42. Four D ’s of Decision-Making <ul><li>Delete it </li></ul><ul><li>Do it </li></ul><ul><li>Delegate it </li></ul><ul><li>Defer it </li></ul>
  42. 43. Delete It <ul><li>Does the message… </li></ul><ul><ul><ul><li>… relate to something you ’re currently working on? </li></ul></ul></ul><ul><ul><ul><li>… contain information you can find elsewhere? </li></ul></ul></ul><ul><ul><ul><li>… contain information you need within six months? </li></ul></ul></ul><ul><li>I delete older than 3-4 months </li></ul>
  43. 44. Do It <ul><li>Action is over in less than two minutes </li></ul><ul><li>If you can do it, just do it </li></ul><ul><li>No point in closing or filing if task can be completed in less than two minutes </li></ul>
  44. 45. Delegate It <ul><li>If you can ’t do it, can you forward to a team member? </li></ul><ul><li>Delete the original message (or keep until delegate confirms) </li></ul>
  45. 46. Defer It <ul><li>Takes more than two minutes </li></ul><ul><li>Deal with it after you are done processing </li></ul><ul><li>Actionable task or appointment </li></ul>
  46. 47. The Four D ’s of Decision-Making Delete or File Task or Calendar
  47. 48. Disconnect the Ding <ul><li>Get more done by quieting your space </li></ul><ul><li>Uncheck the options that triggers dings, pop ups and other interuptions </li></ul><ul><li>Monitor e-mails, reply quickly to those that require instant reply </li></ul>
  48. 49. E-mail Communication <ul><li>Good at understanding nonverbal cues, there are none in e-mails! </li></ul><ul><li>Use face-to-face if dealing with a sensitive topic </li></ul><ul><li>Humor and sarcasm is understood or communicated effectively in _________% of e-mails. </li></ul>
  49. 50. From the Employee Handbook <ul><li>All e-mail usage is business related </li></ul><ul><li>All e-mail transferred by and stored on Superior ’s computers is property of Superior Industries </li></ul><ul><li>All e-mail messages are logged and can be screened at any time </li></ul><ul><li>E-mails are NEVER private! </li></ul>
  50. 51. Professional E-mail <ul><li>Never consider email private information </li></ul><ul><ul><li>Work emails are your employer ’s property and may be monitored </li></ul></ul><ul><ul><li>Email sent to others may be forwarded </li></ul></ul><ul><ul><li>Email can be subpoena ’d </li></ul></ul><ul><ul><li>Email can be intercepted </li></ul></ul>
  51. 52. Changing the Subject Line
  52. 53. Accessing E-mail at Home
  53. 54. Checking Your Spam
  54. 55. Top Ten Takeaways <ul><li>10. Use service to send big attachments </li></ul><ul><li>09. Humor is understood 50% of the time </li></ul><ul><li>08. Use CC sparingly </li></ul><ul><li>07. Send a bridging e-mail </li></ul><ul><li>06. E-mail is never private </li></ul><ul><li>05. Reference vs action </li></ul><ul><li>04. Use bullets and numbers for separation </li></ul>
  55. 56. Top Ten Takeaways <ul><li>03. Use lots of paragraphs </li></ul><ul><li>02. Subject lines are very important </li></ul><ul><li>01. Keep it SHORT! </li></ul>
  56. 57. Impress with E-mail Communication Superior Industries University