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Basics of Email Etiquette Best Practices June 23, 2011 Presented by: Project Mgmt Success Team Pete J. and Keith K.

Agenda Welcome and Introductions Where is it going? Lettering font and size Email Handles All Caps Da Boss Email length and size Thank You’s CC’ing people Think Value Add Too Many emails Do’s and Don’ts Proof reading Q & A

Welcome Logistics Cell phones – set for ‘stun’ Promatch - Safe Environment Interactive discussion

UCLA Communications Study Human Communications Effectiveness 7% of meaning in the words that are spoken. 38% of meaning is ‘paralinguistic’ (the way that the words are said and the tone used). 55% of meaning is in facial expression. Albert Mehrabian, Prof Emeritus, UCLA (mid 1990’s)

Lettering Lettering font style and size Cambria , Arial or Times New Roman Note. Arial saves the most printer ink Size 10, or 11

All Capitalized Letters ALL CAPITALIZED LETTERS Used for emphasis Also used for ‘shouting’ and/or ‘hollering’ But, tough to read and irritating; the human eye wants to read word ‘skylines’ Avoid use of all caps, unless a point of emphasis is intended, then use judiciously because of possible emotional impact and unwanted interpretation(s) Stay away from the use of all caps

Email Length and Size Size Less than one full screen The less sentences, the more powerful and effective the message More than one full screen can be upsetting Do not use for conversational dialogue Ask permission and prepare the reader (for long emails)

CC’ing Who has been addressed and copied? Think before hitting ‘reply’ or ‘reply to all’ ‘ reply to all’ can lead to trouble, if not careful See previous item about email length Stay away from unsolicited use of bcc Can cause unwanted politics and intrigue Good bcc philosophy to follow: 1. Don’t use bcc 2. If you do, don’t bcc me.

Too Many (emails) Too many back and forth? More than two, can lead to mis-interpretation or mis-understanding Know when to stop sending emails and visit the person, or; phone and call the person Or, do nothing (e.g. no reply/answer) Note: Allow boss last word (e.g. final email)

Where is it going? Where and to whom? Note: May get forwarded or passed around, so: Nothing personal (others in the world may see it) Be focused, on topic (subject) Proof-read your addressee list, one final time If a mistake is made; own up to it and apologize quickly to everyone (before it goes viral)

Proof-Reading email Before sending, take break from PC to clear head Proof read what is written Edit as required, correct punctuation Use spell check Use less words and sentences Communicate message more effectively

Email Handles Professional and non-controversial name or handle: [email_address] Careful with pseudonyms; possibly controversial handles: gocal@yahoo.com unprofessional handles: [email_address]

Subject Line Select topic name for subject line Reply function (Re:) Reply to recipient(s) Maintains same subject line topic For answering question or replying to specifics Forward function (Fwd:) To new recipients Maintains same subject line topic To forward information and/or attachment Use new topic (on subject line) when appropriate

Email Thank You’s Appropriate after an interview or a service has been performed Not necessary when a reply is furnished Be conscious of ‘bandwidth waste’ and people’s email inbox Un-necessary thank you’s with no added value Use phone or F2F thank you Use text message

Da Boss Determine boss’ communication preferences: a Reader, or a Listener How should problems be communicated, first? Use boss’ style, not your style. Aknowledgements to emails/texts expected? Build communication, trust and confidence in your boss for you

Think Value-Add How does this email add value to the dialogue? Can I send additional value-add document? Goal of Social Media in work environment: need to contain value, share information Stay away from frivolity and personal info e.g. avoid ‘bandwidth waste’

Email Do’s Do be considerate of other’s time & inbox Minimize number of emails Keep emails short & less than a full screen Proof-read emails before sending Avoid final email, if you can talk to people Watch use of acronyms

Email Don’t’s Stay away from all caps Stay away from ‘reply to all’ (unless needed) Do not use for conversational dialogue Don’t bcc Don’t write/send email when emotional Don’t email locally, if you can talk to people Stay away from uncommon acronyms Stay away from vulgarity Stay away from ‘flaming’ others

Email Etiquette Q & A & Thank you

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Email Etiquette June 23

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