Email Etiquette workshop slideshow

Presenter:
Steuart Snooks
Skills and strategies for writing more
effective email communications

Today’s Agenda
The WWW of Mastering Email
7 Ways to Write More Effective Email
The Science of Email Influence

The Challenge of Email
Communication
Research suggests 80% of
business communication is now
handled via email
Email has largely replaced
face-to-face and phone
conversations
Email has no signals, clues or
feedback such as eye contact,
body language or voice tone

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.

There is always a desired outcome –
to be respected, understood,
agreed with or just listened to

We use language to get what we
want (if used well) or what we
don’t want (if not used well)

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 Should Write an E-mail Backwards
Solutions for Success 2015 www.emailtiger.com.au

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?

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?

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?

Email better than
IM when
Text needs to be memorialised (ie: kept
and archived for future reference)
Contains an announcement to be sent to
many people
IM better than
email when
Issue demands immediate response
(ie: ‘urgent’ AND important)
Issue is relatively trivial (eg: lunch plans)
IM better
than phone when
Multiple participants all need to talk or be
involved
When confidentiality is important but
participant(s) can be overheard
Numerous many-to-many conversations
are taking place
Phone better than
IM when
Many people participating passively and
only one person speaking
A more personal touch is required and
nuances of voice make a difference
Email vs IM vs Phone

Strategy #2:
The Challenge of
Communicating in
the Age of Speed

Timeneedtocommunicate
Degree/depthofunderstanding
Greater context or richness
Asynchronous
Synchronous
Digital
Auditory
Visual
2: Communicating in the Age of Speed
Media richness framework
(based on a theory by Daft & Lengel)

How easy is it to be misunderstood?
What is the impact if your message is
misunderstood?
If misunderstood, how quickly can it be
rectified?
1:
2:
3:
Three considerations:

Strategy #3:
What is Your Desired
Outcome?

Which is the
most important
element of an
email?
Question

Action required:
Response requested:
Read only:
FYI:
3: What is your desired outcome

Use Drafts folder for subject lines

Set up 4 subject
lines as draft emails
Activity

Greetings & Signatures
Greetings
• Dear
• Hello
• Hi
Signatures
1. New messages
2. Replies
See page 61

Strategy #4:
What Makes an Effective
Subject Line?

To
To
cc
cc
Use BCC only to control replies and safeguard privacy
Action required:
Response requested:
Read only:
FYI:
Deadline
When
Due by
Before
Desired Outcome Timeframe Target
4: What makes an effective subject line?

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 an effective subject line?

Addressing your message
To
CC
BCC
Reply All
Forward See pages
64-65

https://blogs.office.com/2012/03/23/5-tips-on-using-bcc-in-outlook-email/

Sending attachments
Some considerations
1. Send a document link or hyperlink whenever possible
(instead of an attachment)
2. When sending more than 5 documents, attach a note explaining
• number of documents,
• reading order and
• direct them to specific sections requiring their attention
3. When sending to smartphones (where attachments are hard to
manage), copy and paste key information into body of email
(ie: executive summary)

How do you keep
track of e-mails you
need to follow up?
Question

Strategy #5:
Automate Your Follow up

5: Automate your follow up
Keeping track of follow ups
Black if pending
Red if overdue

Set up
‘For Follow Up’
Search Folder
Activity

Strategy #6:
Why Inverted Pyramid
Structure Works Best

Main Point
Summary of your main point, request,
recommendation or solutions
Supporting
details
Background, reasons
explanations, details
Any next steps
Concise close
Sign off
6: Why INVERTED PYRAMID structure work best

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.
main point here

Main Point
Supporting
details
Background, reasons
Any next steps
Concise close
Sign off
Best suits all the
various personality &
communication styles
Driver, Director,
Controller, Choleric
Expressive, Intuiative,
Sanguine
Amiable, Realtor,
Feeler, Phelgmatic
Analyst, Thinker,
Melancholic

Inverted Pyramid examples
1. We looked over the research, talked
to the employees, and checked the
budget. We have decided to go
ahead with the expansion.
2. We have decided to expand our
operation. The research supports it.
The employees are for it, and the
budget will sustain it.
Which sentence uses inverted pyramid structure?

DATE: 11th May, 2015
TO: John Smith
FROM: Fred Bloggs
SUBJECT: Need for a Coordination Clerk
The need for photocopying services is growing at this department. Copying
requests from all the departments are sent to the Purchasing Department,
because the photocopy machine is located here. However, we are the only area
without an assigned control clerk.
As a result of this, the copy-related accounting, reorder of paper, and repair calls
are not coordinated. Because of the overall volume of work being handled by
the Purchasing Division, and the increasing demand for this service, these
functions can no longer be performed by a department of this size. It is essential
that we add a coordination clerk to the Purchasing Division.
Inverted Pyramid examples
What should be changed in this email?
Type your answer in the chat box

The 5:30 Rule
Give a 5 second overview
of your message and then
expand on it with a 30
second version
Why INVERTED PYRAMID structure work best

Summaries
before details
Requests
before reasons
Solutions
before explanations
Recommendations
before background
info

The A-B-C method
Inverted Pyramid Structure
Main Point
Supporting
details
Close

Find past sent
emails and convert
to Inverted Pyramid
structure
Activity

Strategy #7:
Why You Write an
Email Backwards

1: Edit message
• Proof read
• Spell check
• Grammar check
• Insert bullets points to break up text
• Use Inverted Pyramid structure

2: Write subject line
1: Edit message

3: Address message last
2: Write subject line
1: Edit message

The Science of
Email Influence
• Understanding Your reader
• Interpreting the Real Message
• Recognising Key Words & Language
• Structuring Your Emails

Strategy #1:
Understanding Your Reader

The 4 Communication Styles
Visual Auditory
Kinesthetic Digital

Auditory
Kinesthetic Digital
Visual
• Process/organize through
vision: what they ‘see’
• Speak at fast pace
• Memorise by seeing pictures
• Less distracted by noise

The Visual Communciator
Visual word choices Visual phrases
Clear
View
See
Vision
Show
Appear
Sight
Picture
Read
Diagram
Blind
Horizon
Illuminate
Clarify
Notice
Highlight
Glance
Dim
Imagine
• We can look to the future
• Paint a picture
• Can you see my . . . ?
• See you later
• Let’s focus on the job
• A sight for sore eyes
• This is my vision
• Let me make to crystal clear
• Can you picture that?
• This will shed some light on the
issue
Outlook
Vanish
Disappear
Scan
Reveal
Gaze
Glimpse
Sight-see
Expose
Faced
Observed
Enlighten
Vivid
Bright
Visualise
Blurred
Fuzzy
Hindsight
Preview

Visual
Kinesthetic Digital
Auditory
sound: what they ‘hear’
• Speak at more deliberate pace
• Absorb information by
listening
• Very sensitive to sound

The Auditory Communciator
Auditory word
choices
Auditory phrases
Hear
Tell
Talk
Speak
Voice
Sound
Silence
Announce
Yell
Roar
Debate
Discuss
Conversation
Translate
Request
Mention
Gossip
• Shall we discuss
• Did you hear me
• Sounds good to me
• Hold your tongue
• Loud and clear
• In a manner of speaking
• Let’s talk this over
• Voice an opinion
• That resonates with me
• Listen to this
• Keep an ear open
Phrase
Divulge
Earful
Listen
Undertones
Recite
Tune
Noisy
Rumour
Outspoken
Remark
Echo
Proclaim
Harmonise
Call
Shout
Resonate
Auditory word choices Auditory phrases

Visual Auditory
Digital
Kinesthetic
sense: what they
‘touch/taste/smell/feel’
• Speak at a deliberate pace
• Memorise by experiental activity
• Transform input into feelings
and sensations

The Kinesthetic Communciator
Kinesthetic word choices Kinesthetic phrases
Feel
Felt
Grab
Scrape
Touch
Hold
Grasp
Walk
Stiff
Soft
Hard
Smooth
Strong
Calm
Handle
Solid
Pressure
• My gut feeling
• I grasp the idea now
• I’m not following you
• Get in touch with
• Start from scratch
• Come to grips with
• It’s a pain in the neck
• I’m getting a handle on it
• I was touched
• I sensed that
• I had a feeling
• That’s a solid idea
• She’s cool, calm and collected
• Explore the possibilities
Sharp
Dry
Thick
Tremble
Warm
Exciting
Stress
Stretch
Slip
Strain
Concrete
Anxious
Sensitive
Hurt
Clumsy
Contact
Bearable

Visual Auditory
Kinesthetic
Digital
what makes sense in their
head’
• Speak in a monotone
• Process information in their
head
• Can seem to lack emotion

The Digital Communciator
Digital word choices Digital phrases
Feel
Felt
Grab
Scrape
Touch
Hold
Grasp
Walk
Stiff
Soft
Hard
Smooth
Strong
Calm
Handle
Solid
Pressure
• I’ll think about it
• It doesn’t make sense
• Let me consider your proposal
• Interpret the data
• Calculate the outcome
• I understand the problem
• Where’s the logic
• We need to factor in . . .
• Review the facts
• What’s the bottom line
• Do a complete study
• What are your thoughts?
• Going round in my head
Sharp
Dry
Thick
Tremble
Warm
Exciting
Stress
Stretch
Slip
Strain
Concrete
Anxious
Sensitive
Hurt
Clumsy
Contact
Bearable

Strategy #2:
Interpreting the Real Message

Affirmative Imperative
Tentative Negative
One of the most important
tools for generating trust
and rapport in email
conversations is
‘mirroring’.
Mirroring language to
build rapport

Tentative Negative
This is the process of
identifying key words and
language used by the sender
and then using these
in your response.
Mirroring language to
build rapport

Mirroring language to build rapport
Visual Rapport
Visual mismatch
Geoff:
“From what I can see, that should work”
Clare:
“Looks good to me too”
Jeff:
“How does that proposal look to you?”
Vera:
“I feel it’s okay”

Auditory Rapport
Auditory mismatch
Jeff:
“How does that proposal sound to you?”
Vera:
“It sounds great”
Jeff:
“How does that proposal sound to you?”
Vera:
“It feels about right”

Auditory Rapport
Auditory mismatch
Geoff:
“That idea resonates with me”
Clare:
“I hear what you’re saying”
Geoff:
“I’m not sure you’ve heard everything”
Clare:
“I saw the whole presentation”

Kinesthetic Rapport
Kinesthetic mismatch
Brian:
“How does that proposal feel to you?”
Vera:
“It is very solid”
Brian:
“How does that proposal feel to you?”
Vera:
“It looks fine”

Kinesthetic Rapport
Kinesthetic mismatch
Geoff:
“Are you sure you have a handle on it”
Clare:
“Yes, I have a good feel for it”
Geoff:
“I’m not sure you’re in touch with recent events”
Clare:
“I can picture what’s been happening”

Digital Rapport
Digital mismatch
Geoff:
“Are you sure you understand the scope
of this project?”
Clare:
“Yes, I comprehend the details”
Geoff:
“Are you sure you understand the scope
of this project?”
Clare:
“Yes, I’ve got a good feel for it”

Digital Rapport
Digital mismatch
Jeff:
“What do you think of the proposal”
Vera:
“I think it’s excellent”
Jeff:
“What do you think of the proposal”
Vera:
“It sounds good”

Strategy #3:
Recognising Tone and
Key Words/Language

Identifying The Tone of an Email
Tentative Negative

Tentative Negative
Affirmative

Tentative Negative
Can, allow,
decide, want,
choose,
desire,
opportunity,
commitment

Affirmative example
Jack,
It is my desire to implement the
program. We feel it will benefit our
sales team. I want to get started as
soon as you can roll it out.
Regards
Judy

Tentative Negative

Tentative Negative
Can, permit,
decide, want,
choose,
desire,
opportunity,
commitment
Must, need,
should, ought,
supposed, got
to, have to,
it’s time,
necessary

Imperative example
Geoff,
We have to get the project out today.
It must be worked on until it is fully
complete. I will call you by the end of
the day to check this has been done.
Regards,
Bruce

Tentative Negative
Tentative Negative

Tentative Negative
Can, permit,
decide, want,
choose, desire,
opportunity,
commitment
Must, need,
should, ought,
supposed, got
to, have to, it’s
time, necessary
Maybe,
probably,
deserve, wish,
may, might,
could, prefer,
had better
Can’t, doesn’t,
won’t,
impossible,
unable,
problem, no
intention,
choose not to

Negative example
Vanessa,
The schedule does not allow us to
make use of your suggestion.
Therefore, I can’t recommend that we
move forward with this idea.
Regards,
Karen

Tentative Negative
Tentative

Tentative Negative
Can, permit,
decide, want,
choose,
desire,
opportunity,
commitment
Must, need,
should, ought,
supposed, got
to, have to,
it’s time,
necessary
Maybe,
probably,
deserve, wish,
may, might,
could, prefer,
had better

Tentative example
Tim,
I welcome for your invitation to the
exhibition. I might be able to make it -
sounds like it could be an interesting
event.
Thanks,
John

When Tone is:
Tentative Negative
Tentative Negative
 understanding
 agreement
 rapport

When tone is:
Tentative Negative
Tentative Negative
use invitational
phrases to
‘open up’ the
communication

Strategy #6:
Using Invitational Phrases

Invitational phrases
 help to change tone
 allow your message to be
received without resistance
 pressure give people the
feeling of having a choice

I invite you to consider . . .
Can I suggest that . . .
What if we were to . . .
Would it be a good idea to . . .
Is it possible to . . .
How about we . . .
If you could choose . . .

Strategy #7:
Recognising Key Words
and Language

“When dealing with people,
remember you are not
dealing with creatures of
logic, but creatures of
emotion”
Dale Carnegie
Creating agreement via Email

68%
of customers leave because
of what they perceive as
indifference - they feel;
• unappreciated
• unimportant
• taken-for-granted
Creating agreement via Email

People sub-consciously choose
words they have a connection
to or are comfortable with
By mirroring their key words (or
Backtracking) you build a subconscious
connection that helps to build trust
Backtracking is not the same as
paraphrasing, which is repeating their
message in your words, rather than theirs
Recognising key words & language

Recognising key words & phrases
Greg,
It seems clear to me that the project
needs a team behind it who have a vision.
We can’t move forward without this.
Please focus on these 3 priorities;
1. Customer service
2. Reduced costs
3. Staff training
Yours truly,
George Sinclair

Use Backtracking in your response
George,
Thanks for making things clear concerning
your vision for the project.
I can help the team move forward with all
three of those priorities - customer
service, reduced costs and staff training.
I will call you on Thursday to discuss my
thoughts on our first step.
Thanks,
Greg Johnson

Recognising key words & phrases
John,
It’s been very frustrating dealing with
your customer service team and I’m not
satisfied with the answers they been
giving.
I thought that your customer service
would provide great support to the
product I bought from you and that you
would be there to help me when needed.
Yours truly,
Jenny Smith

Dear Jenny,
I appreciate you making contact about
this - my apologies for the frustration you
have felt.
I can assure you that we are committed to
support you with all the help you require.
I will investigate the matter personally
and make sure that our future responses
meet your satisfaction..
Thanks again for bringing this to my
attention.
John Smith
Use Backtracking in your response

“When dealing with people,
remember you are not
dealing with creatures of
logic, but creatures of
emotion”
Dale Carnegie
Creating agreement via email

68%
of customers leave because
of what they perceive as
indifference - they feel;
• unappreciated
• unimportant
• taken-for-granted

“Always start the conversation
by saying something they can
agree with.”
Graham Richardson
The Australian – 23 May 2014

“Our conversations
either create trust and
rapport or destroy it”

The Speed of Trust
Stephen Covey Jnr
TRUST
COST
SPEED
•High
•Low
•High
When trust is HIGH, communications are
easy, fast, effective and cheap

•Low
TRUST
•High
COST
•Low
SPEED
The Speed of Trust
Stephen Covey Jnr
When trust is LOW, communications are
challenging, slow, ineffective and expensive

Recognising Incongruent
Language
Words that cause
a ‘disconnect’ and that
break trust and rapport

But
“Your hair looks nice but
it’s really short now”
Language

But
“Thanks for filling in the
application but . . . ”
Language

However
“This is a great opportunity,
however your service is new
and unproven”
Language

Yet
“Your proposal seems well
thought out, yet . . . ”
Language

Incongruent words are used to;
• mask
• smooth over
• soften
but cause;
 imprecision
 decreased rapport
 growing mistrust
The COST of
Incongruent Language

How to have your views understood
“Tact is the art of
making a point without
making an enemy”

The Agreement Framework
1
Neutralise
I appreciate your . . .
I respect your . . .
I agree that you . . .
I can see that you . . .
2
Calm
views
sayings
feeling
thoughts
3
Control
and
and
and
and

When emotions run
high, we can use the
agreement framework
to break through and
overcome conflict

A simple word that makes all the difference
And
 Allows validity to both points of
view
 Allows discussion rather than
argument
 Allows your view to be heard
rather than resisted

“Jenny, that report looks good
and we require it by Friday”
And

“Your proposal is great John
and let’s add some more data”
And

“Ben, your sales results are on
track and we need further
improvement next month”
And

Jack: I think your choice of product is wrong
Ben: I appreciate your opinion and I see
a different opportunity
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

Strategy #4:
Structuring Your Emails

Main Point
Supporting
details
Background, reasons
Any next steps
Concise close
Sign off

Diamond
Sequence
Preliminary
Information
Background, reasoning
explanations, history
Main Point
of refusal, request, summary of current
situation, conclusion
Supportive points,
alternatives, options
contingencies,
Restate
desired action
Intro
preliminary info,
history, background,
reasoning, explanation
Main Point
of refusal, request, summary of
current situation, conclusion
Supporting
points, contingencies,
Restate
the desired action
conclusion or
outcome

Diamond
Sequence
Preliminary
Information
Background, reasoning
explanations, history
Main Point
of refusal, request, summary of current
situation, conclusion
Supportive points,
contingencies,
Restate
desired action
Use this method if you have to;
• say "no" to a request
• need to ask for something that
the reader doesn't want to give
• must catch the reader up on the
history of a situation.

Writing Concisely
are the right fit
Shorten
paragraphs
• Paragraphs no more than five or six lines long
• The longer your message, the harder to read
and comprehend quickly.
• Short blocks of text are easier to read
• Good discipline for streamlining and focussing
your thoughts.

Writing Concisely
are the right fit
Shorten
paragraphs
Streamline
sentences
• Strip every sentence to its core, essential components
• Divide long sentences into two sentences
• Omit or change unnecessary words or phrases
• Rearrange sections
• Convert every passive sentence into an active one

Writing Concisely
are the right fit
Shorten
paragraphs
Streamline
sentences
Reduce number
of words
• Eliminate every word that serves no purpose
• Abbreviate every long word that could be a short word
• Use short, direct, action-oriented words

Use the
shorter
word
Writing Concisely

Streamlining exercise
A. You have asked the question
as to what our fees would be.
B. You asked about our fees.
Which sentence is more effective?

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

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 till
11. with the exception of except
12. would appear that seem

Using Active vs Passive Voice
I have been alerted that our company . . .
To ensure we understand the ISO 9000, managers should send a copy
of the guidelines for all staff to sign and return
We aim to ensure all users have enough turnaround time
Teachers will select the Safety Patrol representatives based on
citizenship and academic performance
We have improved our quality
1
2
3
4
5

Tactful
Impersonal
Diplomatic
Reasons to use Passive Voice

What can you do next?
www.emailtiger.com.au
Steuart G. Snooks
Email Strategist & Expert
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