Introduction
Over 6 years experience in IT
C++ Developer
Product manager
QA managerCPE and RnD
manager
Currently managing team of 10 engineers at HP SiteScope/Lohika
Kateryna Lukashevych
When to use e-mail
• You need to get in touch with a person who is hard to reach
• The information you want to share is not time-sensitive.
• You need to send some file
• You need to distribute information to a large number of people quickly
• You need a written record of the communication.
Purpose of e-mail
Providing updates
Asking for help
Giving a task
Apologize ComplaintStatus Report
Welcome, Goodbye
Greetings Etc.
Subject
• Good Use of Subject Lines
• Do not leave empty subject
• Use special word to attract attention:– [Urgent]
– [Action needed]
– [ASAP]
– [Need help]
– [EOD] [EOM]
– [Attention]
Subject example
Bad example Good example
Status report Could you please send the April status report? EOW
Issues with latest case [URGENT] Case #NT4650712567 need updates
Maintenance of our system [Attention] Lohika-01.lohika.com server will be unavailable tomorrow (17 of May)
Important! Read Immediately!! Emergency: Latest build crashes on the customer environment
Help Please provide me a link to the SharePoint
To:/CC:
Make sure all relevant people are in To:
Don’t put a lot of people in To: field
Why we add people to CC:?
Who is relevant for CC:?
First sentences
Summary of e-mail in first sentences:
• Please perform investigation of CRID01. …
• Below is a feature “A” status report
• Please update me about “Some area issues” …
• Can you provide information about “Some area”? …
• I am writing you regarding CRID01 …
• Please help us resolve issues with …
• We finished testing “feature A”. Status is Green. No issues found.
Only relevant information
• Provide only relevant information
• Provide all needed details from first attempt (Links, Credentials, attach e-mails)
• If you feel that some additional background info needed do not hesitate to add it
• If you feel that other are missing some details or misunderstanding you, try to make all questionable parts clear.
One main message per email
• In case you have several separate topic to discuss write
separate e-mails
Keep the message focused.
Keep the message focused.
• Number your points to ensure they are all read
• Split them up into separate messages so your recipient can delete, answer, file, or forward each item individually.
• Keep your text readable.
• Write short paragraphs
• Use simple words
• Do not use fancy fonts, images etc.
Identify yourself clearly
• Add your position and contacts (e-mail, phone number)
• Wring the first time to the person? Identify yourself in the first sentence.
Action items to other people
• Clearly identify what is needed from other people:
Hi Team
Please make sure you will perform all necessary checks with the new build.
Katya
Action items to other people
• Clearly identify what is needed from other people:
Hi Team
Please make sure you will perform all necessary checks? with the new build. (build number/ date?), when I need to do it?
Katya
Action items to other people
• Clearly identify what is needed from other people:
Hi Team
Please make sure you will perform all necessary checks with the new build. (#1234, 10.02.2015) till the end of the day:
@Michael - install a new build
@Masha – perform Scenarios #1, 3, 5
@Igor –check that dll02.dll is included.
Please update me with results as soon as it is done.
Katya
Be polite
Bad example Good example
It is not my : job/responsibilityNot my faultNo one can help you
My job is “A”, on the subject of “Y” the person/team you need is…
Send me details of insurance policy
Could you please……Please could you send me the details of the insurance policy?Could you send me the details of the insurance policy, please?
Immediately / without further delay
"As this matter is urgent, I would appreciate a reply as soon as possible.""I would be grateful for your prompt reply.""I look forward to hearing from you as soon as possible.““Please give this task priority”
Be polite
Examples
Polite introduction Hope all is well today. Thanks for your email Pavel. (when replying to an email) I hope you had a good holiday/weekend/business trip.
Polite close Thanks for your time and have a good day.Feel free to contact me with any further questions.I am looking forward to seeing you next week at the meeting.
A long mail thread• Let me summarize current status
• List of open items
• List of closed items
• !Before adding new people to mail thread check if there is no private information
Hi Laura
Let me summarize current status. You requested to implement features : A, B, C, D.1. A- done (see details in mail thread below)2. B- in progress. We already implemented the main path but there are still some open
questions that needs to be clarified. Let’s discuss it during tomorrow meeting. 3. C- unable to implement as it will lead to security issues (see attached report from
security expert)4. D- was cancelled by your request.
Regards,Kateryna
Mail threads
New topic in existing mail thread
• Create a new e-mail with relevant people
• Notify other that you are going create a new thread.
Several mail thread regarding one topic
• Try to avoid or combine in one email
If unable to answer the e-mail
• Check if you are a relevant person
– Do not ignore e-mail!
• You need some time to answer the e-mail
Hi Lena
I am not able to give the answer today. I need to perform additional research. I will update you in 4 days.
Regards,Kateryna Lukashevych
How to work with e-mails
• Do not delete e-mail with important information:– Agreement
– Timelines
– Technical detail
– Important links
• Group e-mails into: folders, categories.
• Change subject and send it to yourself, so you will be able to find it if needed