This document discusses best practices for effective email communication through a series of tips and examples. It notes that email is prone to miscommunication because people are multi-tasking and responding quickly. It recommends keeping subject lines and endings clear so the purpose and desired action are obvious. Specific tips include using subject lines to indicate what the email is about, picking up the phone for complex issues, and clarifying responses in a new color when replying to avoid thread tangles. The overall message is that following some basic rules can improve email effectiveness and prevent misunderstandings.

1. Anatomy of an Email Train Wreck

13. 12 Emails, Four People, One Set of Lost Keys
and How Many Hours?

14. Is it possible there’s a better way to
handle email?
October 25, 2013
Cynthia Hartwig

15. Email is a minefield because
We no longer have secretaries to save us
• We are multi-tasking fools
• The “knee jerk” culture of email
• Unfortunately, email has the longevity of a radio
isotope.
•

16. Words matter.

17. Email gives you unprecedented
access to upper management.

18. Exercise: Write about an email experience gone wrong.

19. The subject line is the most important.
The second most important is the last line.

20. Email should not be used to fire
someone, deliver bad news, or give
personal hygiene advice.

21. Exercise: When is email inappropriate?

22. What will you get out of improving
email effectiveness?
• You’ll be known as a good
communicator.
• You’ll look better at review time.
• You’ll save time, confusion, frustration.

23. Examples of effective action statements to end
emails with.
• Please pick option A or B today.
• Provide Sales with feature-benefits copy by
Thursday.
• All PowerPoint slides due by noon, 3/15.

24. The last thing you say in email is the most
important (paraphrasing Matthew 20:16).

25. The end is where you
• Set deadlines
• Tell receiver what needs to be done
• Tell what will happen with no reply.

26. Action Desired
Date Needed By
Action statements have two parts.

27. Lick it or not, email
reveals a lot about you.

28. Email reveals almost everything but what
it actually says.
• Class & education
• Organizational skill
• Ability to think big picture
• Ability to control emotions

29. Best all-purpose rule: One email per subject.

30. Tips for avoiding thread tangles.

31. The subject line tells what the email is about.

32. The subject line tells what the email is about.
Translation: should I open it?

33. Multi-tasking + Speed = Screw Up

34. Avoiding thread tangles.
Re-title the subject line with new status or
action needed.
“Key delivery needed by 5 PM.”

35. Avoiding thread tangles.
Pick up the phone! Walk the hall!

36. Avoiding thread tangles.
Hit reply and go through entire email and
comment or clarify in a new color.

37. Thanks for listening.
Follow these rules and you have my permission
to email me at cynthia@twopens.com.
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