Effective Email Etiquette and Strategies METROCLIMB PCC Facilitated

Effective E-mail: Etiquette and Strategies METRO/CLIMB PCC Facilitated by George Knox

Electronic Communications: Overview n Importance of proper email and Internet use n Etiquette: Expectations, problems and solutions n Strategies for success n Managing your e-mail n Other E-Communications?

Some E-Statistics … n n n There are 3. 1 billion e-mail, 2. 6 billion instant messaging, and 3. 9 billion social networking users (75% Consumer and 25% Corporate) Over 300 billion messages are sent each day 81% of e-mail traffic is spam but only 19% reaches the user due to filters The typical corporate user send/receives 105 e-mails daily, requiring 20 MB of storage per user per day An average worker spends 25% of the work day on email, 14% in meetings and 9% on the phone Source: The Radicati Group, 2011

Why is proper e-communication important? n Legal Restrictions and Implications n Company Policy n Professionalism n Effective Communication n Functionality

Legal Restrictions and Implications n n n n Public Domain The CAN-SPAM Act “Annoying E-mail” – Cyber Stalking/VAWA Fraud (Phishing, Pharming and Crimeware) Harassment Non-disclosure Ownership Issues

Special Issues for the Public Sector q Public Domain/Public Access • Most documents created by public sector employees are “owned” by the public. • Public records laws govern how access is granted. • Exceptions included some personnel and financial documents (unless court grants access). • Privacy rights of staff, contractors or citizens may conflict with public access rights.

Special Issues for the Public Sector q Archiving rules apply to most public records (including e-mails). q Image and Reputation • All documents created by public sector employees should be considered “published” for public review. • Regardless of rules or laws, perceived lapses of professionalism or ethics will reflect on the agency or service.

Metro Policies n Guidelines to E-mail Management (Available through Intranet via Information Services Management) n Public records policies governed by E. O. 69, E. O. 76, E. O. 91 n Code of Conduct?

Liability Issues: Risks n “Technical” Liability – Negligence – Breach of Warranty – “Strict Liability in Tort(e)” n Marketing Liability – “Uniform Commercial Code” – Expressed Warranty of Description n Other Areas of Liability – Privacy – Financial – Employment

Liability Issues: Protections n Accuracy – Check for clear interpretations and findings – Do not suppress knowledge or data – Do not exaggerate claims or data n Ownership – Confirm copyright, trademarks, etc.

Liability Issues: Avoiding Problems Be accurate (factual, precise) n Know your audience to minimize risk n – Needs and expectations – Abilities (“reasonable person”) n Document your work – – n Sources/Citations Paper trail Data records Copies of correspondence Get approval of your work – “Sign off” – Feedback from peers and target audience n Use waivers/consent forms

Some things to remember … n Use of the computer network is limited by company policy – Business use only – Some personal use usually permitted – Access may be limited or terminated – Users may be monitored and recorded

Some things to remember … n Content (e-mails and attachments) owned by company – Content usually stored or backed up – Content may be accessed by officials for business use including disciplinary action/termination

Professionalism/Effectiveness Poorly written and/or poorly managed e-communication reflects on you and your company’s reputation. It also may hamper your audience’s understanding of your message. Well executed e-communication works better to get your message across.

Functionality Inappropriate or flawed use of e-mail affects delivery and flow of e-mail, the need for additional resources and time to handle problems, and the willingness of others to open and read e-mail.

Quick Survey

Common E-mail Mistakes n n n Address errors Long messages or attachments Misleading or vague subject lines Inappropriate content Lack of discretion in responses Inappropriate copying and forwarding Source: John Edwards, “The Six Most Common Mistakes in Sending E-mail”, Bottom Line Business, October 1997.

E-mail Etiquette Problem Areas Problems can occur in various ways for e-mail senders n Header Info n Content n Sending, Replying, Forwarding

Header Info – To: & From: Problems to avoid: n Inaccurate recipient or sender e-mail addresses (It won’t get there) n A long list of multiple recipients n “Showing” list of recipients when inappropriate (especially outside e-mail)

Header Info – To: & From: Good e-mail practices: ü Proof all e-mail addresses ü Add commonly used addresses to contact list/address book ü Use CC: and BCC: when appropriate ü Use BCC: or mail merge for mass mailings ü Consider a listserv for frequent/periodic e-mail to a long list of recipients ü Send copy to self or save in Outbox to confirm recipients

Header Info – Subject: Problems to avoid: n Misleading subject description n Vague subject description n Informal subject description n Long, complex subject description n Multiple subjects n Misused “Priority” options

Header Info – Subject: Good e-mail practices: ü Keep subject description short but informative ü Use as title/heading for document ü Keep e-mail focused on one subject ü Use “Priority” options only when necessary ü Consider using subject labels, like ACTION, FYI, RE: , URGENT, etc. Remember: Unclear subject lines may lead to unread or deleted messages

Header Info – CC: & BCC: Problems to avoid: n Copying without a reason n Copying routine messages n Copying to inappropriate recipients n Using CC: and BCC: interchangeably n Failing to copy to self (or to save to outbox)

Header Info – CC: & BCC: Good e-mail practices: ü Copy messages needing action, progress report or documentation ü Copy to appropriate recipients ü Use CC: for recorded copy; use BCC: for unrecorded copy ü Keep a copy of sent e-mails

Heading Info: Attachments Only send necessary attachments (if cannot be sent within e-mail) ü If not an MS Office format, check to see if format can be opened ü Note attachment and format in e-mail body ü Try not to attach large files or multiple files (Upload and e-mail link as alternative) ü

Content: Meaning, Tone and Style E-mail feels “conversational, ” but it isn’t. Like all business communications, it is purposeful and targets a specific audience. The goal is to send a clear message that is received, understood and acted upon by the receiver.

Content: Meaning Certain kinds of messages should NOT be sent via e-mail: – Confidential information (usually) – Disciplinary action or performance reviews – Complaints concerning individuals – Negotiations or complex information These messages should be initially handled by phone or face-to-face to avoid misunderstanding or third party disclosure.

Content: Meaning Language Issues üAvoid jargon and acronyms for outside audiences üBe careful of clichés, slang, puns, and sports references for overseas audiences üWrite out dates to avoid confusion

Content: Meaning • Quoting in Replies üOnly include the entire message or thread of previous postings if needed üCut and paste relevant parts of previous messages üDo not send a long quote with a short “Me too!” message

Content: Meaning Practice good business writing – Single topic for each e-mail – Precise, direct language for clarity – Short, well-organized paragraphs for ease of reading – Clear request for action when appropriate – Proofread for clarity and effectiveness

Content: Tone Because e-mail lacks verbal and non-verbal cues, it may convey tone or emotion not intended. üAvoid humor, irony and sarcasm üEmoticons ; -) may help some readers, but are too informal for business documents üDo not use “all caps” as this may be considered SHOUTING at readers

Content: Tone Flaming: The expression of extreme emotion or opinion in an e-mail message, usually directed at someone or at a group – Unlike phone or personal conversations, emails may be saved, forwarded, printed – Flaming tends to generate flaming in response – Flaming may be caused by misinterpreting meaning or motives not intended by the original sender – Flaming can affect morale and image

Content: Tone n To avoid flaming: üDo not send an immediate response üReread the original message üDraft a response with relevant facts or evidence üRe-read your response before sending üInstead of responding via e-mail, call or meet with the sender to “break the cycle”

Content: Style E-mail readers want a short, easy to read business document so … üInclude a salutation or use receiver’s name in first sentence üUse word-wrap üSingle-space within paragraphs and doublespace between paragraphs üWrite in complete sentences üInclude a signature block üUse stationary only if appropriate/accepted

Content: Style Make e-mail easy to read and understand üPut important points near beginning üUse short paragraphs üInclude subheadings and lists üCheck spelling and grammar

Sending, Replying, Forwarding E-mail is a “public” posting tool for documents. Once sent, the document cannot be retrieved. This makes proper delivery of e-mail vital to proper e-mail etiquette. Don’t send anything you wouldn’t want published!

Sending, Replying, Forwarding When sending e-mail … ü Reread message and list of recipients before sending ü Only send messages to involved or interested parties ü Only send broadcast messages when appropriate and relevant ü Only use Return Receipt when needed

Sending, Replying, Forwarding When replying to e-mail … ü Reread message before sending ü Confirm e-mail address(es) for reply ü Only use “Reply to All” when needed ü Remember that mail list/listserv responses usually go to all members

Sending, Replying, Forwarding When forwarding e-mail … ü Include a short explanation with forward ü Confirm e-mail address(es) forward ü Only forward to interested/involved parties ü Consider whether permission to forward is appropriate or necessary

Sending, Replying, Forwarding Do NOT send, reply to, or forward: – E-mail containing inappropriate content – E-mail with attachments from unknown senders – Attachments that are executable files (. exe) – Spam, chain letters, virus hoaxes, etc.

Miscellaneous Tips ü Use an effective e-mail signature – Name and contact info – 5 -6 lines maximum – Include e-mail address ü Use separate e-mail accounts for business and personal correspondence ü Keep copies of all important messages sent and received ü Use filters to manage e-mail “load”

Summary of Etiquette Guidelines n n n Keep e-mail messages concise, professional and relevant Proof your message before sending Revise and edit as needed Do not e-mail complex, sensitive or confidential messages Quote sparingly n n n Confirm recipients’ interest, involvement, and addresses Use a clear Subject line Send attachments only when necessary Use discretion when replying to e-mail Do not flame Do not send/forward inappropriate material

E-mail Strategies

E-mail Strategies for Success ü Think of P. A. T. before you write – Purpose (What are you trying to say? What are your desired results? ) – Audience (What do they need to receive your message? What do they want from your document? What are barriers to communication? ) – Technique (Based on my Purpose and the Audience’s needs/wants, how do I best write and deliver my message? )

PAT Analysis

E-mail Strategies for Success ü Treat all e-mails as “Business Documents” (which is what they are) – Professional • Accurate, clear and appropriate (e. g. tone) • Official (Representing company/agency, Consistent w/ mission and values) – Published • Distributed, Archived, Public Record, Multiple Audiences? – Purposeful

E-mail Strategies for Success ü Use proper “tone” – E-mail “feels” conversational, but it isn’t – Always be professional – Formal vs. Informal (Default to formal) – Never criticize anyone (individual or group) in an e-mail – Avoid debates when possible (Defer to meetings or phone calls)

E-mail Strategies for Success ü Compose offline – Write your e-mail message using your word processing program, then paste into your email – Avoids hasty messages and accidental sending – Allows for proofing and editing with easy spell and grammar check

E-mail Strategies for Success ü Don’t hurry an e-mail – Leave time to check recipients, addresses and attachments – Reread your message for meaning, tone and style – Run spelling and grammar check – Make sure it’s “ready to go”

Proofread Your E-mail n Proof at least twice – Content (purpose, meaning, accuracy, emphasis, tone) – Mechanics (grammar, spelling, punctuation, style, document design) n n Mark errors, don’t fix them Organize your approach to proofing – Proof in “chunks” – Read silently and aloud – Checklist? Then revise and edit as needed!

Proofread This

Managing Your E-mail n Managing Messages n Managing Content n Managing Time

Managing Messages n Filter, Filter – Create filters “as you go” – Use to block, sort, autoreply, flag, prioritize and categorize n Categorize w/in your inbox by needed action

Managing Messages n Use “Sort”, “Find” and “Folders” to deal with messages n Group and organize contacts w/ distinct names (Watch out for “auto-complete”) n Mark/prioritize messages sent only to you (vs. group FYI messages) n “Flag” a reminder to reply w/ “Follow up”

Managing Content n Write less or not at all – Use short message to summarize and request action w/ details in attachment – Consider calling or meeting n Set up automatic signature(s), logo(s), stationary, etc. (Consider “auto-text”) n Use “Delivery Options” to schedule sending and/or expiring a message

Managing Time Turn off auto-check, instant message, alerts n Schedule periodic email checks n Preview to screen and sort (Single line view? ) n Process e-mail in batches by priority n

Managing Time n “Clean house” 1. Schedule a good time to “clean” your inbox 2. Create a “Temporary” folder and a “Reply Later” Folder 3. Dump all messages older than 1 day/1 week 4. Open each remaining message and quickly respond: reply immediately, delete, file for reference, forward/delegate, or move to “Reply Later” 5. Return to “Temporary” and “Reply Later” regularly as needed

Other E-Communications? n Texting n Twitter n Social Media n Other? Remember that any communications “on-line” is published and public. Practice good business writing and professionalism.

On-line Materials n Web Page: http: //puck. topcities. com/workshop/metro/ – Handouts, Additional Resources, Samples – Suggestions for Additional Materials?