E Mail Communication


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E Mail Communication

  1. 1. Effective Communication using E-Mail at Work <ul><li>Receiving and Responding to Messages </li></ul><ul><li>Send the Right Message </li></ul><ul><li>The Phenomenon of Flaming </li></ul><ul><li>Form </li></ul><ul><li>Pet Peeves </li></ul>
  2. 2. Receiving and Responding to Messages <ul><li>Think before you write. Carefully compose your response. </li></ul><ul><li>If you receive a message intended for another person, don’t just ignore it; forward it with a brief explanation. </li></ul><ul><li>Avoid flaming or expression of extreme emotion or opinion. It could generate ill feelings and can effect productivity. </li></ul><ul><li>If a message generates emotion, read it again; reassess the message. </li></ul>
  3. 3. Receiving and Responding to Messages <ul><li>Assume the good intentions and competence of the sender. </li></ul><ul><li>Separate opinion from non-opinion while reading a message, so you can respond appropriately. </li></ul><ul><li>When communication seems tense or unclear, consider alternative media to clearly communicate information and intentions; break the cycle of send and respond – pick up the phone. </li></ul>
  4. 4. Receiving and Responding to Messages <ul><li>Be concise in your messages; avoid irrelevance. </li></ul><ul><li>When you are wrong, promptly admit it. If you have regrettably issued an impulsive response, co-workers are often more forgiving if you recognize this shortcoming. </li></ul>
  5. 5. Send the Right Message <ul><li>Create single subject messages whenever possible. </li></ul><ul><li>Watch the send button. Assume that any message you send is permanent. </li></ul><ul><li>Think about the level of formality you put in a message. </li></ul><ul><li>Identify yourself and your affiliations clearly. </li></ul><ul><li>Create separate signature files for business and personal use. </li></ul>
  6. 6. Send the Right Message <ul><li>Target your audience carefully when you broadcast information. </li></ul><ul><li>Never insult or criticize third parties without giving them an opportunity to respond. </li></ul><ul><li>When writing your message keep your intended audience in mind. Your audience will influence your choice of language and style. </li></ul><ul><li>Keep the list of recipients and Cc;’s to a minimum. </li></ul><ul><li>Stick to the subject of your message. </li></ul>
  7. 7. The Phenomenon of Flaming <ul><li>Misinterpretation of the content or form of the e-mail message plus the likelihood that the recipient will then fire off a hasty response often exacerbates the situation. This expression of extreme emotion or opinion in an e-mail message is referred to as flaming . </li></ul><ul><li>Unlike telephone or personal conversations that fade with time, impulsive e-mail responses can sit around in mailboxes, be printed out, circulated and acquire a level of importance that was never intended. </li></ul><ul><li>This is a real barrier to effective communication and can have a negative impact on workplace productivity and work relationships. </li></ul>
  8. 8. Form <ul><li>Get to the point quickly. The most important statements should appear in the first paragraph. Details can follow. </li></ul><ul><li>Think through what you want to say and write succinctly as possible. </li></ul><ul><li>Create single subject messages whenever possible. This allows each message to be filed, retrieved and forwarded separately according to content. </li></ul><ul><li>Good descriptive subject lines allow easy scanning for message content. Replies can then be tailored to the specific content in the message. </li></ul><ul><li>Take the time to proof read and spell check. </li></ul>
  9. 9. Form <ul><li>Write the message and header to fit on one VGA screen. </li></ul><ul><li>Use the underscore “_” character before and after book titles, newspaper names, or foreign phases. </li></ul><ul><li>Capitalize words only to highlight an important point or distinguish a title or heading. Capitalizing whole words that are not titles is generally considered to be SHOUTING at the recipient. </li></ul><ul><li>Use of bullets and short paragraphs will keep your messages succinct. The more succinct you are the more likely your message will be read, understood and acted upon. </li></ul>
  10. 10. Pet Peeves <ul><li>No Subject Line, means I have to open your e-mail and read through it to find out what I could have already known from the subject line! </li></ul><ul><li>No Salutation , this lets the reader know the tone of your message. Hi Tom, is very different from Mr. Kiljoy and let’s the reader know how formal or important your message may be. </li></ul><ul><li>Run-On messages that don’t get to the point. </li></ul><ul><li>Very short messages that don’t tell you what they are referring to. This is called “Alzheimer Syndrome” and is caused when you send me a message telling me “ I have taken care of this.” when you don’t tell me what “this” is will only cause me to send you an e-mail asking you to remind me what you are referring to? Remember this may be your only e-mail of the day, but it may be my 564 th on as many different subjects. </li></ul>
  11. 11. Pet Peeves <ul><li>Misspelled words. With today’s advancements in technology, anyone not spell checking there messages is just lazy. </li></ul><ul><li>Signature files longer than five lines. Your sign off should be informative not built to impress or take up additional space. </li></ul><ul><li>No Chain Letters PLEASE! </li></ul><ul><li>E-Mail Address Lists that include the wrong parties or exclude an important party. These lists are meant to save time and if you have to continually add and delete people then create a list that fits your needs. </li></ul>
  12. 12. Pet Peeves <ul><li>Assuming someone reads your e-mail the moment you hit the send key. Send e-mail or call, don’t do both. If you need to verify that someone got or read your e-mail, then use your e-mail browser tools to track that information. There is only one exception to this rule and that is when your message is time sensitive and you do not get a response within the appropriate time period, but then call, do not e-mail again. </li></ul>
  13. 13. Pet Peeves <ul><li>Keep acronyms in a message to a minimum. Although this may reduce the overall length of your message, often the can confuse the recipient rather than clarify a thought. Examples: </li></ul><ul><ul><ul><ul><li>IMHO = In My Humble Opinion </li></ul></ul></ul></ul><ul><ul><ul><ul><li>BTW = By The Way </li></ul></ul></ul></ul><ul><ul><ul><ul><li>CU = See You </li></ul></ul></ul></ul><ul><li>Make your intent clear, if you are telling me something that is funny, let me know that, because I can’t see your body language or hear the inflection in your voice as you type your message. </li></ul>