Mastering Email Communication: Tips, Etiquette, and Common Pitfalls

1. E-Mail Messages Includes material from Guffey text Ch 8

2. Discussion: Communication Matters • What are your “pet peeves” about email messages you receive? From friends? From businesses? • Is “cyber-firing” (e.g. RadioShack 2006) the way of the future or an example of gross mismanagement? • What workplace topics are unwise to discuss in e-mail? • What alternative channels are more appropriate?

3. Quick Quiz • What should be included in the header of an e-mail message? • The sender’s e-mail address • The receiver’s e-mail address • The subject of the message • The date • All of the above

4. Quick Quiz • What words do many e-mail users include in the first sentence of the message? • “Dear” and the receivers name • The receivers name • Your organization’s name • The receiver’s organization’s name

5. Quick Quiz • What is the appropriate length of an e-mail message? • 650-900 words • Four to five screens • One to two screens • Any of the above

6. Memo/E-mail Format • See Website

7. 2 inches from top 1blank line Sign your initials 2 blank lines Align items 2 spaces after Subject At least 1-inch side margins MEMORANDUM DATE: Current TO: Dawn Stewart, Manager FROM: Jay Murray, Vice President SUBJECT: Telephone Service Request Forms To speed telephone installation and improve service within the main facility, we are starting a new application procedure. Service request forms will be available at various locations within the three buildings. When you require telephone services, pick up a request form at your nearest location. Fill in the pertinent facts, obtain approval from your division head, and send the form to Brent White. Please call me at 451-0593 if you have any questions about this new procedure. Formatting Hard-Copy Memos JM

8. Use angle brackets for Internet addresses Dear Dawn: To speed telephone installation and improve service within the main facility, we are starting a new application procedure. Service request forms will be available at various locations within the three buildings. When you require telephone service, pick up a request form at your nearest location. Fill in the pertinent facts, obtain approval from your division head, and send the form to Brent White. Please call me at 451-0593 if you have any questions about this new procedure. Best, Jay Murray, Vice President, Facilities and Operations Phone: (245) 451-0593 ● Fax: (245) 451-3389 E-Mail: jmurray@pro.com Include a salutation for a friendly tone. Use a complimentary close and include your contact information. Single-space body;double-space between paragraphs. Formatting E-Mail Messages Write complete sentences and use upper and lower-case letters.

9. The Writing Process 1 Do I really need to write? E-mail or hard copy memo? Why am I writing? How will the reader react? How can I save the reader’s time? Prewriting Analyze Anticipate Adapt

10. E-Mail and Memos: Subject Lines Date: To: From: Subject: Sending Feasibility Report The headline of your memo. • Summarize the main idea. • Use nouns and phrases, not complete sentences.

11. E-Mail and Memos: Opening Start directly; amplify the main idea. Direct Opening All supervisors and coordinators will meet June 30 at 10 a.m. to work out the annual operating budgets for all departments.

12. E-Mail and Memos: Body • Explain and discuss the topic • Introduce relevant details/examples • Use graphic highlighting to enhance reading, comprehension, retention • Consider columns, headings, numbered/bulleted lists

13. E-Mail and Memos: Closing • Action information • Dates or deadlines • Summary of the message • Closing thought

14. Communicating E-MailCritical Success Factors • Express yourself concisely and quickly (top of screen test) • Compose at the keyboard, but review/edit carefully before sending • Understand e-mail ethics, courtesy, and privacy • Use conversational tone

15. Purpose Create connection with reader Avoid sounding stiff, cold, curt, or overly formal Methods Short sentences Contractions (it’s) Pronouns Less formal salutation/signature First/second person with minimal use of “I” to keep focus on reader perspective Communicating in E-MailConversational Tone

16. Smart E-mail Practices • Write with hidden readers in mind (SW Airlines lesson) • Provide specific subject lines, change subject line if topic in thread changes • Consider tagging emails to help the reader gauge importance (FYI, Urgent, Action) • Personalize message with salutation and courteous close • Provide clear, complete 1st sentence • Be concise, well organized(1 e-mail: 1 topic)

17. Smart E-Mail Practices • Don’t send anything you wouldn’t want published e-mail = evidence) • Don’t use e-mail to avoid contact (1 response rule) • Never respond when angry • Resist humor, sarcasm, facetiousness • Assume all e-mail/IM is monitored • Use CC and Forward carefully

18. The Most Common E-mail Mistakes Who’s mistake is this?

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