Basics of Email EtiquetteBest Practices

June 23, 2011

Presented by:Project Mgmt Success Team

Pete J. and Keith K.

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Agenda Welcome and Introductions Where is it going?

Lettering font and size Email Handles

All Caps Da Boss

Email length and size Thank You’s

CC’ing people Think Value Add

Too Many emails Do’s and Don’ts

Proof reading Q & A

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Welcome

• Logistics

• Cell phones – set for ‘stun’• Promatch - Safe Environment• Interactive discussion

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UCLA Communications Study

• Human Communications Effectiveness• 7% of meaning in the words that are spoken. • 38% of meaning is ‘paralinguistic’ (the way that the

words are said and the tone used). • 55% of meaning is in facial expression.

» Albert Mehrabian, Prof Emeritus, UCLA (mid 1990’s)

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Lettering

• Lettering font style and size • Cambria, Arial or Times New Roman

• Note. Arial saves the most printer ink

• Size 10, or 11

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All Capitalized Letters

• ALL CAPITALIZED LETTERS • Used for emphasis• Also used for ‘shouting’ and/or ‘hollering’• But, tough to read and irritating; the human eye

wants to read word ‘skylines’• Avoid use of all caps, unless a point of emphasis is

intended, then use judiciously because of possible emotional impact and unwanted interpretation(s)

Stay away from the use of all caps

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Email Length and Size

• Size • Less than one full screen• The less sentences, the more powerful and

effective the message• More than one full screen can be upsetting• Do not use for conversational dialogue • Ask permission and prepare the reader (for long

emails)

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CC’ing

• Who has been addressed and copied?• Think before hitting ‘reply’ or ‘reply to all’

• ‘reply to all’ can lead to trouble, if not careful• See previous item about email length

• Stay away from unsolicited use of bcc• Can cause unwanted politics and intrigue

• Good bcc philosophy to follow:• 1. Don’t use bcc• 2. If you do, don’t bcc me.

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Too Many (emails)

• Too many back and forth? • More than two, can lead to mis-interpretation or

mis-understanding• Know when to stop sending emails and

• visit the person, or;• phone and call the person• Or, do nothing (e.g. no reply/answer)

• Note: Allow boss last word (e.g. final email)

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Where is it going?

• Where and to whom?• Note: May get forwarded or passed around, so:

• Nothing personal (others in the world may see it)• Be focused, on topic (subject)• Proof-read your addressee list, one final time

• If a mistake is made; • own up to it and apologize quickly to everyone (before

it goes viral)

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Proof-Reading email

• Before sending, take break from PC to clear head • Proof read what is written• Edit as required, correct punctuation • Use spell check• Use less words and sentences

• Communicate message more effectively

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Email Handles

• Professional and non-controversial name or handle: pjosenhans@comcast.net

• Careful with pseudonyms; • possibly controversial handles: gocal@yahoo.com • unprofessional handles: axmurderer@aol.com

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Subject Line• Select topic name for subject line• Reply function (Re:)

• Reply to recipient(s)• Maintains same subject line topic• For answering question or replying to specifics

• Forward function (Fwd:)• To new recipients• Maintains same subject line topic• To forward information and/or attachment

• Use new topic (on subject line) when appropriate

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Email Thank You’s

• Appropriate after an interview or a service has been performed

• Not necessary when a reply is furnished • Be conscious of ‘bandwidth waste’ and people’s

email inbox• Un-necessary thank you’s with no added value• Use phone or F2F thank you• Use text message

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Da Boss

• Determine boss’ communication preferences:• a Reader, or• a Listener

• How should problems be communicated, first?• Use boss’ style, not your style.• Aknowledgements to emails/texts expected?• Build communication, trust and confidence in your

boss for you

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Think Value-Add

• How does this email add value to the dialogue?• Can I send additional value-add document?• Goal of Social Media in work environment:

• need to contain value, share information

• Stay away from frivolity and personal info • e.g. avoid ‘bandwidth waste’

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Email Do’s

• Do be considerate of other’s time & inbox • Minimize number of emails• Keep emails short & less than a full screen• Proof-read emails before sending• Avoid final email, if you can talk to people• Watch use of acronyms

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Email Don’t’s

• Stay away from all caps• Stay away from ‘reply to all’ (unless needed)• Do not use for conversational dialogue • Don’t bcc• Don’t write/send email when emotional• Don’t email locally, if you can talk to people• Stay away from uncommon acronyms• Stay away from vulgarity• Stay away from ‘flaming’ others

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Email Etiquette

Q & A

&

Thank you

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