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7 Ways to Write More Effective Email

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Slideshow from the 7 Ways to Write More Effective Email seminar presentation by Email & Workplace Productivity Expert Steuart Snooks from Solutions for Success. See more information at www.emailtiger.com.au

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7 Ways to Write More Effective Email

  1. 1. Ways to Write More Effective Email Presenter: Steuart Snooks
  2. 2. What is your greatest frustration when writing and sending e-mail? Question Solutions for Success 2015 www.emailtiger.com.au
  3. 3. Common E-mail Problems Rate each of the following common e-mail problems on a scale of 1 to 10 (1 is no problem 10 is a major problem) Solutions for Success 2015 www.emailtiger.com.au
  4. 4. Solutions for Success 2015 www.emailtiger.com.au Email interruptions People trying to resolve complex issues via email Getting nor response to your email when the message clearly requires a response) or not promptly enough Subject lines that are unclear or don’t match the message People who call instead of checking their email when info already sent 7.25 6.00 5.75 5.08 4.75 3 2 1 5 9 Procrastinators who wait till last minute to request something from you (when they’ve had ample time) and then they say it’s not their fault because they sent you the information Common E-mail Problems #4 3.5 8
  5. 5. 7 Ways to Write More Effective E- mail 1: Think first – is e-mail the best way for this message/person 2: Communicating in the Age of Speed 3: What is Your Desired Outcome? 4: How to Write Better Subject Lines 5: Automate Your Follow up 6: Why the Inverted Pyramid Structure works best 7: Why You Write an E-mail Backwards Solutions for Success 2015 www.emailtiger.com.au Plus . . . •Recognising tone •Invitational phrase •Diamond sequence •Streamlining
  6. 6. General principles Solutions for Success 2015 www.emailtiger.com.au
  7. 7. “Every email you send should add value or advance the conversation” Every email response you can avoid will save you 5-10 minutes! General principles Solutions for Success 2015 www.emailtiger.com.au
  8. 8. Strategy #1: Think First Solutions for Success 2015 www.emailtiger.com.au
  9. 9. What sort of messages are not appropriate to be sent via email? • Confidential or private messages • Offensive, abusive etc • When delivering bad news • Complex issues • Delicate negotiation • Performance review, discipline or reprimands • Urgent messages • Meeting requests • Gossip/rumours • Closing a sale 1: Think first – is e-mail the best way? Solutions for Success 2015 www.emailtiger.com.au
  10. 10. What sort of people is it not appropriate to communicate with via email? • Those in roles who don’t access email often or at all • Those with reading or language limitations • Older generations who may struggle with email technology • Certain personality styles who just aren’t email savvy • Other languages/cultures 1: Think first – is e-mail the best way? Solutions for Success 2015 www.emailtiger.com.au
  11. 11. Strategy #2: The Challenge of Communicating in the Age of Speed Solutions for Success 2015 www.emailtiger.com.au
  12. 12. Twitter,Fb, IM,Text Email Voicemail Timeneedtocommunicate Degree/depthof understanding Greater context or richness Phone call Meeting (face-to-face)Video conference Solutions for Success 2015 www.emailtiger.com.au Communicating in the Age of Speed Media richness framework (based on a theory by Daft & Lengel)
  13. 13. 1: 2: 3: Three considerations: Solutions for Success 2015 www.emailtiger.com.au
  14. 14. Twitter,Fb, IM,Text Email Voicemail Timeneedtocommunicate Degree/depthof understanding Greater context or richness Asynchronous Synchronous Digital Auditory Visual Phone call Meeting (face-to-face)Video conference Solutions for Success 2015 www.emailtiger.com.au Communicating in the Age of Speed Media richness framework (based on a theory by Daft & Lengel)
  15. 15. Communication/task/activity Best choice of medium Arranging a meeting Calendar invite (not email ping pong) for internal: Email or share calendar for external Delegate simple task Email Delegate complex task Meeting backed up by email Delicate negotiation Meeting Follow up after an incident Face-to-face conversation (meeting) Gossip/jokes Face-to-face (never email) Internal news Intranet, blog, wiki (email with link) Making a sale Email to 'warm up'; close with face-to-face conversation (meeting) Performance feedback/review Face-to-face conversation (meeting) - never email Refusal/rejection Email (diamond sequence) or letter Send information Email [with attachment(s) if necessary] Send meeting agenda/papers Email with attachments (not as part of meeting invite) Socialising/trivia Text/IM Special thanks Handwritten note (richer medium = higher perceived sincerity) Who knows about . . . Email selectively (not to everyone) When to email? Solutions for Success 2015 www.emailtiger.com.au
  16. 16. Strategy #3: What is Your Desired Outcome? Solutions for Success 2015 www.emailtiger.com.au
  17. 17. How to Get What You What From Every Email You Send There is always a desired outcome – to be respected, understood, agreed with or just listened to Solutions for Success 2015 www.emailtiger.com.au
  18. 18. How to Get What You What From Every Email You Send All language and communication is an attempt to persuade or influence someone. There is no neutral language. Solutions for Success 2015 www.emailtiger.com.au
  19. 19. We use language to get what we want (if used well) or what we don’t want (if not used well) How to Get What You What From Every Email You Send Solutions for Success 2015 www.emailtiger.com.au
  20. 20. 3: What is your desired outcome Solutions for Success 2015 www.emailtiger.com.au
  21. 21. Use Drafts folder for subject lines Solutions for Success 2015 www.emailtiger.com.au
  22. 22. Use Drafts folder for subject lines Solutions for Success 2015 www.emailtiger.com.au
  23. 23. Use Drafts folder for subject lines Solutions for Success 2015 www.emailtiger.com.au
  24. 24. Strategy #4: What Makes an Effective Subject Line? Solutions for Success 2015 www.emailtiger.com.au
  25. 25. 4: What makes a effective subject line? Desired Outcome Timeframe Solutions for Success 2015 www.emailtiger.com.au
  26. 26. To To cc cc Use BCC only to control replies and safeguard privacy Desired Outcome Timeframe Target 4: What makes a effective subject line? Solutions for Success 2015 www.emailtiger.com.au
  27. 27. To cc 1: Desired outcome clearly stated (so the reader knows what’s expected of them 2: Timeframe specified 3: Clear, concise description of the subject Recipient placed in the TO box – an action is expected Recipient placed in the CC box – for their information only, no action or response expected 4: What makes a effective subject line? Solutions for Success 2015 www.emailtiger.com.au
  28. 28. Strategy #5: Automate Your Follow up Solutions for Success 2015 www.emailtiger.com.au
  29. 29. How do you keep track of e-mails you need to follow up? Question Solutions for Success 2015 www.emailtiger.com.au
  30. 30. 5: Automate your follow up Solutions for Success 2015 www.emailtiger.com.au
  31. 31. 5: Automate your follow up Solutions for Success 2015 www.emailtiger.com.au
  32. 32. 5: Automate your follow up Solutions for Success 2015 www.emailtiger.com.au
  33. 33. 5: Automate your follow up Keeping track of follow ups Black if pending Red if overdue Solutions for Success 2015 www.emailtiger.com.au
  34. 34. Strategy #6: Why Inverted Pyramid Structure Works Best Solutions for Success 2015 www.emailtiger.com.au
  35. 35. 6: Why INVERTED PYRAMID structure work best Most Important Less important Least important Must have Should have Nice to have Solutions for Success 2015 www.emailtiger.com.au
  36. 36. The F-shape A heatmap from eye-tracking study of websites. Areas viewed most are red, then yellow, then blue. Grey areas were not viewed at all. 6: Why INVERTED PYRAMID structure work best main point here Solutions for Success 2015 www.emailtiger.com.au
  37. 37. 6: Why INVERTED PYRAMID structure work best Best suits all the various personality & communication styles Driver, Director, Controller, Choleric Expressive, Intuiative, Sanguine Amiable, Realtor, Feeler, Phelgmatic Analyst, Thinker, Melancholic Solutions for Success 2015 www.emailtiger.com.au
  38. 38. The 5:30 Rule Give a 5 second overview of your message and then expand on it with a 30 second version 6: Why INVERTED PYRAMID structure work best Solutions for Success 2015 www.emailtiger.com.au
  39. 39. 6: Why INVERTED PYRAMID structure work best Remember: Solutions for Success 2015 www.emailtiger.com.au
  40. 40. Solutions for Success 2015 www.emailtiger.com.au Diamond Sequence Intro preliminary info, history, background, reasoning, explanation Main Point of refusal, request, summary of current situation, conclusion Supporting points, contingencies, alternatives, options Restate the desired action conclusion or outcome
  41. 41. Strategy #7: Why You Write an Email Backwards Solutions for Success 2015 www.emailtiger.com.au
  42. 42. 3: Address message last 2: Write subject line 1: Edit message 7: Why You Should Write an E-mail Backwards Solutions for Success 2015 www.emailtiger.com.au
  43. 43. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au
  44. 44. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au
  45. 45. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au Affirmative
  46. 46. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au
  47. 47. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au Affirmative Imperative
  48. 48. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au
  49. 49. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au Affirmative Imperative Tentative
  50. 50. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au Affirmative Imperative Tentative Treat ‘tentative’ same as if it were ‘negative’
  51. 51. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au
  52. 52. Identifying The Tone of an Email Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au Affirmative Negative Imperative Tentative
  53. 53. When Tone is: Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au  understanding  agreement  rapport
  54. 54. When tone is: Affirmative Imperative Tentative Negative Solutions for Success 2015 www.emailtiger.com.au use invitational phrases to ‘open up’ the communication
  55. 55. Solutions for Success 2015 www.emailtiger.com.au Using Invitational Phrases
  56. 56. Solutions for Success 2015 www.emailtiger.com.au Using Invitational Phrases   
  57. 57. Solutions for Success 2015 www.emailtiger.com.au Using Invitational Phrases I invite you to consider .. . What if we were to . . . Can I suggest that . . . Is it possible to . . . Would it be a good idea to . . . If you could choose .. How about we . . . Solutions for Success 2015 www.emailtiger.com.au
  58. 58. Solutions for Success 2015 www.emailtiger.com.au Writing Concisely Jack: But they’re just not the right company Ben: I respect your position and I feel they are the right fit Jack: It’s going to break down Ben: I agree that from your perspective it could break down and I believe the company and product are solid Jack: Ok, I can see you’re very sure of them
  59. 59. Streamlining exercise Solutions for Success 2015 www.emailtiger.com.au A. You have asked the question as to what our fees would be. B. You asked about our fees. Which sentence is more effective?
  60. 60. Streamlining exercise Solutions for Success 2015 www.emailtiger.com.au Which sentence is more effective? A. If the computers arrive without any identification as to whom they belong, it can involve quite a bit of time in tracking them down. B. Tracking down computers that are not properly identified can be time consuming
  61. 61. Streamlining exercise Solutions for Success 2015 www.emailtiger.com.au Write to EXpress rather than to IMpress Use the 10c word rather than the $10 word Cut out every unnecessary word Use simpler language whenever possible Use the shorter word
  62. 62. Streamlining exercise Solutions for Success 2015 www.emailtiger.com.au Choose a shorter word 1. a great number of  many 2. arrive at an approximation  approximate 3. at this point in time  now 4. come to a realization  realise 5. demonstrate a preference  prefer 6. despite the fact that  despite 7. due to the fact that  because 8. since the time when  since 9. take under consideration  consider 10. until such time as  until 11. with the exception of  except 12. would appear that  appear or seem
  63. 63. 7 Ways to Write More Effective E- mail 1: Think first – is e-mail the best way for this message/person 2: Communicating in the Age of Speed 3: What is Your Desired Outcome? 4: How to Write Better Subject Lines 5: Automate Your Follow up 6: Why the Inverted Pyramid Structure works best 7: Why You Write an E-mail Backwards Solutions for Success 2015 www.emailtiger.com.au Plus . . . •Recognising tone •Invitational phrase •Diamond sequence •Streamlining
  64. 64. What has been the single most valuable idea for you today? Wrap Up Solutions for Success 2015 www.emailtiger.com.au
  65. 65. What can you do next? www.emailtiger.com.au Steuart G. Snooks Email Strategist & Expert Conference presentations E-mail audits/surveys Consulting & advice Keynote speaking Research papers Workshops Blog posts Audio CDs Webinars Seminars Coaching E-books Articles Ideas Tips Steuart Snooks Email & Workplace Productivity Expert Mobile: 0413 830 772 steuart@solutions4success.com.au Solutions for Success www.emailtiger.com.au 1300 789 468

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