New powerpoint file

1. Writing Effective
Emails
George D. Darnell, PGK, PFN
Ascension Council
May 14, 2009
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2. “10 common
e-mail habits that waste
time and cause problems”
1. Vague or nonexistent subject line.
2. Changing the topic without changing
the subject.
3. Including multiple subjects in one
note.
4. Sending before thinking.
2

3. 10 habits contd.
5. Inadvertent replying to all.
6. Omitting the context of a reply.
7. Shooting the messenger.
8. Misaddressed recipients.
9. Displaying addresses of recipients
who are strangers to each other.
10. Replying vs. forwarding.
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4. Agenda
1. Addressing
2. Subject Line
3. Message Text
4. Signature Line
5. Attachments
6. Style
7. Confidentiality and Security
8. Managing Email
9. References
10. Discussion
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5. Addressing
• Limit to who really needs to know.
• Make it clear in text who has action
and who is info addressee.
• Use BCC to protect Email addresses
unless everyone knows each other.
• Watch Reply All.
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6. Addressing (contd.)
• Use address book with mail groups &
validate often.
– Avoid typing addresses free hand; many
addresses are similar; watch auto fill.
– Send same message to multiple
recipients by editing message as new or
cutting and pasting.
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7. Addressing (contd.)
• Make sure forward does not
embarrass sender.
– Get permission if in doubt.
– Never “diss” sender in forward or reply.
• Fill in addresses last to avoid sending
an incomplete Email by mistake.
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8. Subject Line
• Headline (think newspaper).
• Grab Attention.
• Summarize message.
• Make it easy for recipients to triage
your Email and find it later.
• Don’t “Reply All” to a message to grab
addressees without changing subject.
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9. Rate These Subject
Lines
1. Subject: Important! Read
Immediately!!
2. Subject: Meeting
3. Subject: Follow-up About Meeting
4. Subject: Announcement
5. Subject: Do we need a larger room
for Social meeting on May 14?
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10. Message Text
• Keep the message focused and readable.
• Keep it short.
• Use inverted pyramid (newspaper).
• Break into paragraphs; skip lines between.
• Use short sentences and active voice.
• Use plain text editor, not MS Word.
• Avoid HTML.
• Avoid fancy typefaces.
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11. Message Text (contd.)
• Write in standard professional English
with Capitalization and correct spelling.
– Don’t try to impress.
– Avoid chat speak, e.g., CUL8R & emoticons, .
• Don’t type in All Caps – like yelling.
• Avoid !!!
• Avoid using URGENT and IMPORTANT.
• Use * * to highlight text if you must.
• Proofread & spell check.
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12. Message Text (contd.)
• Quote back selectively when replying to
long messages.
– “Yes, I agree.” is useless without context.
– Top quote vs. bottom quote – no consensus.
– Avoid “Fisking,” replying line by line in an
argumentative manner.
• For URL links use SNIPURL to shorten
long URLs or enclose in < >.
– Free service http://snipurl.com/
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13. Message Text (contd.)
• Identify yourself clearly to cold
contacts.
– Hello, I am…The reason I am writing…
– Hello, so-in-so suggested I contact you…
• Respond Promptly.
– Apologize if you don’t.
– Interim reply when too busy.
• Don’t shoot the messenger.
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14. Attachments
• Use sparingly.
• Cut and paste relevant parts of
attachment into text of Email.
• Use URL links instead.
– Upload attachments to website and cite URL.
– http://www.scribd.com/ is a free service.
• Recipients who do not know you may be
reluctant to open attachments or click
URLs.
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15. Attachments (contd.)
• Post attachment first to avoid “Oops,
here’s the attachment.”
• Trend is posting large attachments
into blogs followed by Email
announcement.
– Gives people a chance to comment on
attachment without a series of “Reply
All” messages.
– Those interested can check comments
or use RSS feed to be notified.
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16. Signature Line
• Include (if you want people to contact you)
– Your name
– Title
– Organization
– Email address (especially on listservs)
– Website
– Phones
• Can be shortened for frequent
correspondents or placed in header of
Email stationery.
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17. Signature Line (contd.)
• If you must include a quote in
signature keep it short.
• “This message is intended for…”
– Clutters up Email.
– Often longer than message.
– Omit unless your company requires it.
• Avoid vCards because some readers
treat them as attachments.
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18. Style
• Threads
– Multiple replies can get out of hand, but
continue them to maintain the tread.
– When they start to drift start a new thread
with explanation.
• Be true to venue.
– Formal vs. informal
• Don’t Flame
– More common in chats and blogs, but still
wrong.
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19. Style (contd.)
• Forwarding stuff, e.g., chain letters
– Avoid; annoys most people.
– Check address list before forwarding a ”Did
you see this?” - They may have received it.
– Use http://www.snopes.com/ to check urban
legends.
– If you must forward, strip out addresses and
use BCC to hide your address list.
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20. Style (contd.)
• Do not overuse high priority option.
• Avoid delivery and read receipts.
• Do not ask to recall a message.
– Just apologize and correct.
• Do not copy a message or attachment
without permission.
• Do not scoop someone else’s message.
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21. Style (contd.)
• Chill out!
– Avoid sending a snarky reply to a pissy
Email.
– Wait 24 hours.
– Write, but don’t send.
– Don’t reply at all and let them wonder.
– Offer to speak by phone or in person;
Email is not a good tool for “clearing the
air.”
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22. Style (contd.)
• Chill out (contd.)
– Leave no record of sensitive or
emotional responses.
– Never say in Email what you wouldn’t say
in person or would not like to see in the
press or defend in court.
– Once you hit “Send” you have lost
control of the Email.
• You can never be certain that it was erased
from all locations. Think of all Email as
Permanent.
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23. Confidentiality and
Security
• Don’t assume privacy.
– Unencrypted Email is not secure and may be
monitored.
– Don’t include in an unencrypted Email anything
you would not want a third party to read.
– Details of encrypting and digitally signing Email
is beyond the scope of this presentation.
– See Reference 14 for more detail.
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24. Confidentiality and Security
(contd.)
Protecting attorney-client privilege
– Email must be
• A communication between attorney and
client (person or corporation).
• The purpose of which is to seek or obtain
legal advice.
• The communication is made to a lawyer
acting in his/her capacity as a lawyer.
• The communication must be made and kept
in confidence.
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25. Confidentiality and Security
(contd.)
Protecting attorney-client privilege
(contd.)
1. Provide employee training and awareness.
2. Segregate legal advice from business advice
Emails.
3. Mark Emails containing such communication.
4. Limit distribution.
5. Any disclosure, even accidental, may waive
privilege.
6. Have document retention and legal hold
policy.
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26. Confidentiality and Security
(contd.)
Protecting yourself
1. Have a separate free Email account for
newsletters, white paper registration, etc.
2. Delete browser history, cache, cookies,
userids and passwords after using a public
Internet connection.
3. Logout and close all Apps after using a public
Internet connection. (Restart if possible.)
4. Don’t conduct company business on non-
secure personal computer.
5. Back up your Email.
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27. Confidentiality and Security
(contd.)
Protecting yourself (contd.)
6. Beware of spam.
– If it sounds too good, it is.
– Report it.
6. Beware of Phishing attacks.
– Forward them to customer service.
6. Never include personal or financial info in an
Email.
7. Don’t unsubscribe from anything you did not
subscribe to.
8. Beware of friend’s Emails.
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28. Confidentiality and Security
(contd.)
Protecting yourself (contd.)
11. Install a good security suite on your personal
computer.
– Many ISPs, e.g., COMCAST, provide them free.
11. Never share account info, even with family.
12. Use strong passwords.
– Encrypt them on a password protected thumb
drive.
11. Encrypt wireless connections.
12. Use encryption and digital signatures for
important Email.
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29. Managing Email
• Organize Email into folders.
– Use company file plan for in-house Email.
• Keep a copy of all sent Email.
• Review and clean out folders periodically.
– Good for rainy day or slow day at work.
– Comply with company retention schedule.
• Don’t print Email unless you need to refer
to it remotely.
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30. Managing Email (contd.)
• Declare Email bankruptcy
– Inbox clogged with overdue responses.
– Send Email to all correspondents
apologizing for not replying and asking
them to resend important Email.
– Delete all old messages in Inbox.
– Then check your inboxes daily.
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31. Managing Email (contd.)
• Use separate Email channels for
separate communities:
– Professional
– Business
– In-house
– Family and friends
– Hobbies and interests
– Listservs
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32. Managing Email (contd.)
• Using web-based Email is the most
flexible.
– Hotmail, Gmail, AOL, Yahoo
– But, can’t access old mail unless
connected.
– Leave Email on server until you can
download it to local storage.
• Use “out of office” agent when away.
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33. References
1. Calvin Sun. “10 common e-mail habits that waste
time and cause problems.” [Online] July 2007.
http://downloads.techrepublic.com.com/download.aspx?
2. Author unknown. “Effective Email – How to
communicate powerfully by email.” [Online]
Downloaded November 2007.
http://www.mindtools.com/CommSkll/EmailCom
munication.htm
3. Ellen Dowling, PhD. “10 Tips for Effective E-
mail.” [Online] Downloaded November 2007.
http://www.mindtools.com/email.html
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34. References (contd.)
4. Gene Wicker, Jr. “E-Mail Etiquette.” [Online]
January 2005. http://
iwillfollow.com/emailetiquette.pdf
5. Jessica Bauer and Dennis G. Jerz. “Writing
Effective E-Mail: Top 10 Tips.” [Online] August
2004.
http://jerz.setonhill.edu/writing/e-text/e-mail.htm
6. Guy Kawasaki. “The Effective Emailer.” [Online]
February 2006.
http://blog.guykawasaki.com/2006/02/the_effective_
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35. References (contd.)
7. Amit Agarwal. “Never Forget To Include Email
Attachments.” [Online] April 2007.
http://labnol.blogspot.com/2007/04/never-forget-to-i
8. Kirk Shinkle. “Running an Office by Wiki and E-
Mail.” [Online] February 2008.
http://www.usnews.com/articles/business/small
-business-entrepreneurs/2008/02/28/running-
an-office-by-wiki-and-e-mail.html
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36. References (contd.)
9. Brenda R. Sharton and Gregory J. Lyons. “The
Risks of E-Mail Communication: A Guide to
Protecting Privileged Electronic
Communications.” [Online] September 2007.
http://www.abanet.org/buslaw/blt/2007-09-
10/lyons.shtml
10. Author unknown. “The 25 Most Common
Mistakes in Email Security.” [Online]
Downloaded March 2008.
http://www.itsecurity.com/features/25-
common-email-security-mistakes-022807/
11. Author unknown. “Email etiquette.” [Online]
Downloaded March 2008.
http://www.emailreplies.com/
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37. References (contd)
12. Jason Krause. “Law Hacks: 101 tips, tricks and
tools to make you a more productive, less
stressed-out lawyer.” [Online] July 2007.
http://www.abajournal.com/magazine/law_hacks/
13. Jason Krause. “Eek is for E-Mail: You can
manage the mess of messages—but first let go
of the paper.” [Online] May 2007.
http://www.abajournal.com/magazine/eek_is_for_e_m
14. David Beckman and David Hirsch. “Thumb-Thing
Good: For road warriors: trailer-size space in a
finger-size ‘trunk’.” [Online] May 2007. http://
www.abajournal.com/magazine/thumb_thing_good
/
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38. References (contd.)
15. Tony Bradley. “Why You Should Encrypt Your
Email.” [Online] Downloaded March 2007.
http://netsecurity.about.com/cs/emailsecurity/
a/aa051004.htm
16. ARMA Intl Standards Committee. “Working
Collaboratively in an Electronic World.” 2007
(available for download from ARMA Bookstore)
17. ARMA Intl Pamphlet. “What Do I Do with All
This e-Mail?” [Online sample] 2007
http://www.arma.org/pdf/BKEmailHowTo.pdf
18. Author unknown. “Citing Internet Resources.”
[Online] Downloaded March 2007.
http://www.classroom.com/community/connecti
on/howto/citeresources.jhtml
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39. Discussion
Questions and Comments?
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