Email EtiquetteA Small Talk Big Results Workshop

for:

Bad Email Exercise

What is Email Etiquette?

Email etiquette refers to the principles of behavior that one should use when writing or answering email messages.

Why is Email Etiquette Important?

Number of Emails Received/Sent

25 or fewer

25-50 50-100 100-200 200+0

10

20

30

40

50

60

Received Sent

52% or 24 people

4 people!

Time Per Day on Email

< 1 hr 1-2 hrs 2-4 hrs > 4 hrs0

10

20

30

40

50

% staff

Est. Total Staff Hours on Email/Day

127Or, 16 employees working 8 hours a day!

Time spent each weekday

Time spent each year (50 weeks)

1 hour/day = 10 days 2 hours/day = 3 weeks 3 hours/day = 1 month 4 hours/day = 6 weeks

3 Connected Parts to Email Etiquette

Be Professional

Be Polite

Be Clear

On the count of 3, shout out thename of an animal

Wait for it . . . 1, 2 . . .

I’ve done the math.We can’t afford the cat.

On the count of 3, shout out thename of an animal that is:

A land mammal Native to Africa and Asia Gray or brownish gray Weighs 5-6 tons as an adult

Wait for it . . . 1, 2 . . .

WhoWhatWhenWhereWhyHow

Clarify

5 Ws and 1H

• Compose meaningful subject lines• Format the message for readability–Answer all questions/pre-empt questions–Highlight questions/action items

Be Clear

Write the subject line FIRST Keep it short (6-8 words) Most important words first Be specific (not, “Do you have a sec?”) Include a deadline, if appropriate Indicate if response is needed (“Please Reply”)

Subject Lines

Subject lines

Unclear• ML’s records

• ???

• What do you think?

Clear• Need by 4/8: Missy Lane’s

attendance record

• Need explanation: email protocol 2.3 (confidentiality)

• Proposed changes to E7 Document – Please respond by Friday

Format for Readability

• Short as possible, yet complete• Short sentences (replace “but” with a period)• Bullet points, especially for questions• Space between paragraphs• Executive Summary for long emails• Questions and action items in bold

Be Polite

• Would you say it in person?

• Tone

Be Polite

The Tapping Experiment

Activity:

1. Individually: 3 politeness rules, 2 min

2. Partner share: Pick 3 (of 6), 2 min

3. Quad share: Pick 3 (of 6), 3 min

4. Double Quad share : Pick 3 (of 6), 3 min

5. Double Quad—Graphic poster, 5 min

6. DQ presentations, 1 min each

Be Polite

Be Professional

• Proof read • Don’t send when upset• Emoticons—Yes or no? :)• Level of formality???!!• Openings and closings (+ contact info)• Confidentiality• Response time (24 hours)• When NOT to use email

Be Professional

In-person vs. email

contentious

complex

confidential

colla

borationother

020406080

% of staff

To, CC, BCCTo = people directly affected, action required. (good to put in opening line: Hi, Bill, Nancy, Mary)

CC (Courtesy Copy, Carbon copy) = people not directly involved, who do not need to act or to reply, but should be informed.

BCC (Blind Carbon Copy) = people you don’t want the other recipients to know received the email or good for a large group email when you don’t know if people want their email shared. BCC recipients won’t receive “Reply all” but . . .

The BCC Reply All Nightmare

The Reply Allpocalyse

"Please respond, Pasquale, but we owe him nothing as far as I'm concerned. Let him tell the world how bad we are. He's never flown us before anyway and will be back when we save him a penny."

Passenger complaint regarding a delayed flight is forwarded to the CEO of the company who accidentally selected “Reply All”

Forwarding Emails

• Let people know if someone is added or deleted

• Summarize quickly for new people (otherwise it is very confusing)

• Check the email for unintended information, if adding new people

Email Etiquette

Be Professional

Be Polite