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Effective email part 2
The PASS process provides a framework for writing effective emails. It involves considering: P - The purpose of the email; A - The action required by the recipient; S - Any supporting documents that need to be attached; S - Including a clear summary of the email in the subject line. Following the PASS process helps ensure emails are clear, have the right expectations and context, and that recipients have all necessary information. It improves communication and reduces back-and-forth messages.
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Effective email part 2
- 1. The PASS Process Ray Roberston
- 2. The four questionsthe PASS process asks are: P for Purpose – What is the purpose of your email? A for Action – What action needs to result from your email? Does it have a due date? S for Support – What supporting documentation needs to be attached to your communication? S for Summary – Have you successfully summarized your email message in the subject line? Ray Roberston
- 3. P – Whatis the purpose of your email? Ray Roberston
- 4. Does your emailcorrelate with a meaningful objective or task? If it does not, you may need to ask yourself whether the email needs sending at all. Ray Roberston
- 5. If it doesthen Ray Roberston
- 6. Try to summariseyou’re message in the first paragraph. If you do this the reader is able to read the rest of the message in the right context. Ray Roberston
- 7. A – Whataction is required as a result of your email? Ray Roberston
- 8. The 3 mostcommon email actions: Task: The recipient has to complete an actual physical task (for example, order report copies or call Jack Doe). Respond: The recipient needs only to respond to the email with the information that you requested. )You did clearly state the information that you needed, right?) Read: The recipient needs only to read the email for their benefit. Ray Roberston
- 9. Eliminate any confusionabout your expectations by clearly stating the action you need the receiver to take. Make sure you include any necessary due times / dates for the actions you requested.. Ray Roberston
- 10. S – isany supporting documentation required? Ray Roberston
- 11. Make sure youhave identified and attached any supporting documentation required. You cannot expect somebody to read the monthly sales report if you have not attached the monthly sales report to the email message. Ray Roberston
- 12. If you aresending an attachment, remember lots of people get their emails on the go on a smart phone so help them by including the content of the attachment or a summary of it, in the body of the email as well where appropriate. Ray Roberston
- 13. S – Summary in the subject line? Ray Roberston
- 14. Use the "Subject"line to give a clear indication of what the email is about. Receivers can then make a quick decision about whether to open the email now, and both the sender and the recipient can find the email later. Ray Roberston
- 15. Very common toget emails from people which come as a reply to something you sent them last week or last month. Although they are introducing a new subject, they've simply clicked on the last email and haven't changed the subject line. The result is that the subject line doesn't reflect the content and this confuses everyone. Ray Roberston
- 16. Send? Ray Roberston
- 17. Only send yourmail after you have checked PASS. If you do: • There will be much less sending messages back and forth since you’ve ensured your message is clear. • Your expectations will more likely be accomplished. • You will be sure the recipient has everything necessary to get the job done. • And you can be confident that the true meaning of your message will be received within its subject line. Ray Roberston
- 18. Consider including anautomatic signature for your email messages that states what time of day you will be reading your messages And that (if appropriate) provides some alterna7ve contact info Ray Roberston
- 19. Before you finally hit Ray Roberston
- 20. Re-read message forspelling and grammar errors. Re-read what the message says and how is said. Think about any possibilities of misinterpretation. Ray Roberston
- 21. Never Ray Roberston
- 22. Blurt a messageimpulsively. Say something electronically which you would not say face-to- face. Use e mail to vent your emotions Ray Roberston
- 23. And Always Remember Some situations / communications do require face to face or telephone conversations and e mail is not an effective substitute. Ray Roberston
- 24. E Mail e7que?e Ray Roberston
- 25. Be careful what you write Email is neither private nor secure. Do not use email to discuss confiden7al or sensi7ve informa7on. An email is a permanent record and can be easily forwarded to others or intercepted. Double check all addresses and content before you send. Ray Roberston
- 26. Don't send your email to people who don't need to know about it Think carefully before clicking "Reply to all" -‐ did you really mean to reply to everyone, or just the sender? Replyallgate Ray Roberston
- 27. Don't mark emails high priority or urgent, Similarly don't use the words URGENT or IMPORTANT in the subject line of an email. If your message really is urgent or important email is not the correct communica7on method to be using in the first place; the telephone is probably be?er. Ray Roberston
- 28. Don't request a read-‐receipt This will almost always annoy your recipient before they have even read your message. Ray Roberston