Email Etiquette Facilitated by Chris Friend The John Scott Dailey Florida Institute of Government at the University of Central Florida
Email Etiquette Introductions Name Department & Job Title Years of Service Average Number of Daily Emails Bonus: How many unreads right now? The John Scott Dailey Florida Institute of Government at the University of Central Florida
Email Etiquette Today’s Agenda Addressing Email — everyone Composing Email — recipient Managing Email — you The John Scott Dailey Florida Institute of Government at the University of Central Florida
Email Etiquette Today’s Rule Be nice. The John Scott Dailey Florida Institute of Government at the University of Central Florida
Addressing Email
Controlling Distribution TO/CC/BCC Use Caution with BCC Read Before Reply Distribution Lists Good: Time Saver Bad: Easy to Abuse Ugly: Keep Updated
Controlling Distribution Reply vs. Reply All Use with Care Forward Be Aware
Attachments Remembering When you type “attach” As you add addresses Size 1 / 5 / 10 Multiplicity Alternatives
Attachments File Types PDF — Everyone DOC — Most PPT — Many PPS — Some EXE — None Viruses
The Subject Line Relevant & Helpful Include Key Words Topic + Comment or Action Change on Reply?
Composing Email
Email Timing It’s quick. Respond in 24–48 hours.
Message Purpose One Message per Topic Make Next Action Clear K.I.S.S. Clarity Accuracy Understanding + Action
Message Organization Prefer Lists to Narratives Use Shorter Paragraphs Maintain Professionalism
Message Content Be direct. Be polite. Request vs. Demand Be professional. Emoticons Flaming & SHOUTING!!! Spelign
Message Signature Saves Time Includes Department Position Phone Number
Message Privacy Not private, confidential, secure, or guaranteed Anyone can forward Sunshine laws
Affirmative Response Thank the sender. Say “yes” quickly. Provide next step.
Negative Response Start neutrally Include your reasons Actually say “no” or “cannot” Be supportive, not apologetic
Writing Complaints Give background List previous efforts Explain importance to reader Ask for help & offer a suggestion or resolution
When Not to Email Heated Discussion Misunderstanding Sensitive Info Excess Emotion
Managing Email Merlin Mann • Inbox Zero
Exchange Storage The Purpose of Email
You know better.
Bad Email Habits Auto-Checking Sorting into Folders Keeping Messages “Unread”
What You Can Do With Email Delete it. Delegate it. Respond to it. with value. Do what it says. Defer its action.
Successful Email Management Do email less. Cheat. No fiddling.
Thank you. Email Etiquette Facilitated by Chris Friend
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