11.04.2015 Одесса. Impact Hub Odessa. Конференция PMLab. Екатерина Лукашевич (CPE and RND manager, Lohika). "Эффективные коммуникации на больших проектах" Какие же проекты требуют наибольшего внимания к эффективности коммуникаций? Через год после начало проекта, бывает сложно вспомнить все что было на старте. Если все участники проекта имеет одну и ту же эспертизу и могут держать в голове всю основную информацию, то это может значительно облегчить общение. Но вот с случае комплексных и технически сложных, нужна команда разноплановых людей, каждый из которых отвечает за свою область и которым куда сложнее найти общий язык. В докладе рассказываются и описываются методы, как сделать коммуникации эффективными и быстрыми. Подробнее: http://geekslab.co/ https://www.facebook.com/GeeksLab.co https://www.youtube.com/user/GeeksLabVideo

1. Presentation
Kateryna Lukashevych
“Effective Email Communication”

2. Introduction
Over 6 years experience in IT
C++
Developer
Product
manager
QA manager
CPE and RnD
manager
Currently managing team of 10 engineers at HP SiteScope/Lohika
Kateryna Lukashevych

3. Types of communication:
Internal
communications External
communications

4. The ways to communicate:
Communication
Email
Coffee
Talk
CallChat
Meeting

5. 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.

6. E-mail
Subject
To:
CC:
Body:
Attachment
Signature
Importance

7. Purpose of e-mail
Providing
updates
Asking for
help
Giving a
task
Apologize Complaint
Status
Report
Welcome,
Goodbye
Greetings Etc.

8. 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]

9. 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

10. 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:?

11. Tip
To avoid sending unfinished emails fill “To:” and
“CC:” sections after you finalize e-mail.

12. Tip
Do not click “Reply All”, reply to relevant people

13. 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.

14. 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.

15. Tip
Call or arrange meeting if needed

16. Example of lack information

17. Adding relevant information

18. One main message per email
• In case you have several separate topic to discuss write
separate e-mails

19. 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.

20. Tip
Attach image or diagram for better
understanding

21. 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.

22. 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

23. 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

24. 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

25. Be polite
Bad example Good example
It is not my :
job/responsibility
Not my fault
No 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”

26. 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.

27. 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

28. 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

29. Attachment
• Do not attach big files, use a link to some shared resource

30. 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

31. 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

32. Questions?