Impress with E-mail Communication

Superior Industries University

What do you like about e-mail?

What don’t you like about e-mail?

Corey’s Likes and Dislikes

What I like… What I don’t like…

Another communication tool Spam

Organization Poor grammar and format

Send messages day or night Long e-mails

E-mail archives Misconceptions

Checking e-mail in church

Microsoft Outlook

Won’t teach the ins and outs Lots of different versions Hancock uses Gmail E-mail me with your questions

Materials Manager

Establish benchmark measurements

Supplier performance measurements

Employee coaching/training

Streamline work flow/organization

Participate in budget sessions

Research inventory discrepancies

Inventory discrepancies

Sending E-mails

1. Addressing

2. Subject Lines

3. Message Text

4. Attachments

CC and BCC

CC (Carbon/Courtesy Copy) Use as FYI No expectation of reply from CC recipient(s)

BCC (Blind Carbon Copy) Used with long mailing lists Don’t want “TO” or “CC” recipients to see

Subject Lines are Headlines

Tells readers what your e-mail is about Think of as a newspaper headline Use a few, well-chosen words (6 or less) Use dates, #, -, (), ? Increase chance e-mail will be read E-mails with blanks subjects are spam

Subject Lines

Bad:Vacation Good: Vacation on May 22, 2012 Bad:Help please Good: Final Review: Breakbulk Show

Graphics Bad:VRTEX 360 Good: Divisional Meeting: VRTEX 360

Pictures

Consider One Point per E-mail

Do you need to communicate about several different things?

One topic may require a short reply, while another may require research time

Review your e-mail, is it best to send the messages separately?

Keep it Short

Cut out unnecessary words Use paragraphs liberally

40%

30%

20%

10%

0%

-10%

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-60%

12-17 25-34 45-54 55-64 64+

Hey all, just wanted to give you an update on the status of the Phenix Belt Scale Manual. I have a draft complete, the only thing missing are some good photos. As soon as we get one here I will make sure to add those in. Tonight I am going over some of the grammar and then I will send you all a copy of it once the photos are in place. Thanks to everyone for your help with this…ill be in touch.

Thanks!

Hey all,

Update on Phenix Belt Scale Manual:

I have a draft complete Waiting on good photos Need to complete grammar check

I will send you a copy once the photos are in place.

Thanks!

Hi Jim,

Thanks for signing up for the dealer school, we’re excited to see you in Morris. I have a couple of questions. Which airport are you flying to? Will you need a car to get to and from Morris? How many of the classes are you signing up for? And do you think you’ll need a hotel on Wednesday in Minneapolis? Let me know when you need time.

Corey

Hi Jim,

Thanks for signing up for the dealer school. I have a few questions:

1.Which airport are you flying to?

2.Will you need a rental car?

3.How many classes are you signing up for?

4.Need a hotel room in Minneapolis on Wednesday?

Let me know when you need time.

Corey

Call to Action

Specify the response you want Name, title, phone number (internally too) Make it easy for someone to respond

Attachments

Maximum message size is 10 MB Large file sending services

TransferBigFiles.com (1 GB) Pando.com (1 GB free) YouSendIt.com (100 MB free)

Include an explanation of the attachment

Delay Send

Forget to add information or an attachment?

Create a rule to delay send by 1 minute

Jing

Take a screen capture of what you see on your monitor

Copy and paste into body of e-mail www.techsmith.com/jing

Grammatical Errors

There/Their/They’re To/Two/Too Its/It’s Company’s/Companies

E-mail Grammar

ALL CAPS IS CONSIDERED SHOUTING So is over punctuating!!!!! Anyone going to Minneapolis???????????

No Capitalization or Punctuation

Good effort…consistent repetitive message…good

Not sure of any specific response…i forwarded to Martha and Jim for a response as well

Sometime down the road we might try a promotion that is measureable…maybe schedule an appointment in the next two months and get a 50 dollar credit on any repair over $250 or something like that…..or mention this card and get? just an idea…..then we could get a response rate from # mailed

Bad grammar and misspellings gave

______%

of the survey sample "negative feelings"

towards the senders.

______%

of senior managers said badly worded e-mails

implied laziness and even disrespect.

Proofing

Work from end to beginning Proof one sentence at a time Helps focus on errors, not content

Receiving E-mails

1. Bridging E-mails

2. Replying to Messages

3. Processing Messages

4. Reference System

5. Decision Making

Be a Good Correspondent

Go through inbox regularly Encourages others to reply to you If you don’t have time for a detailed

message, send a “bridging e-mail”

Bridging E-mail

A sentence saying you received the e-mail Don’t have time to answer at the moment Provide a broad timeframe when they can

expect a reply to their e-mail

Bridging E-mail

TO: Mike Domnick

FROM: Corey Poppe

Hi Mike,

I think I have all the materials I need to build the training tool. As I see it now, I should be able to move this task to the top of my list right after the ISM.

Corey

What happens when you don’t reply?

People think you’re a snob People think you’re ignoring them People lose trust in you People start making up stories about you People wonder about spam

Don’t Thank a Thank You

…you don’t have to reply to everything! Lamar, Dort, Task

Hi Lamar,

I put a package on the shelf. Can you make sure this gets to Chris Mullen by 11/15? You can send it to his home office.

Corey

You got it!

Thanks Lamar!

No problem.

Reply All

Do not use as a default Does everyone need to be included?

Process in Batches

Increase productivity, turn off auto notify Not necessary to check e-mail constantly Establish regular times each day Takes discipline but eventually is habit

E-mail Myth

Email is instant communication Only about 50% of email users read email

immediately Of those 50% about 30% will respond

promptly depending on the topic

E-mail Reference System

Reference Information Action Information

Reference Information

Information not required to complete an action

Information you keep in case you need it later

Stored in reference system (folder, documents, etc)

As many as 1/3 of your e-mails

Filter with Folder

Reduce inbox volume by 40%! Newsletters, associations, etc. Check every week or 1-2 times/month

Action Information

Information you must have to complete an action

Stored with the action (on to-do list or in calendar)

Four D’s of Decision-Making

1. Delete it

2. Do it

3. Delegate it

4. Defer it

Delete It

Does the message… …relate to something you’re currently working on? …contain information you can find elsewhere? …contain information you need within six months?

I delete older than 3-4 months

Do It

Action is over in less than two minutes If you can do it, just do it No point in closing or filing if task can be

completed in less than two minutes

Delegate It

If you can’t do it, can you forward to a team member?

Delete the original message (or keep until delegate confirms)

Defer It

Takes more than two minutes Deal with it after you are done processing Actionable task or appointment

The Four D’s of Decision-Making

Delete or FileDelete or File

Task or Task or CalendarCalendar

Disconnect the Ding

Get more done by quieting your space Uncheck the options that triggers dings,

pop ups and other interuptions Monitor e-mails, reply quickly to those that

require instant reply

E-mail Communication

Good at understanding nonverbal cues, there are none in e-mails!

Use face-to-face if dealing with a sensitive topic

Humor and sarcasm is understood or communicated effectively in _________% of e-mails.

From the Employee Handbook

All e-mail usage is business related All e-mail transferred by and stored on

Superior’s computers is property of Superior Industries

All e-mail messages are logged and can be screened at any time

E-mails are NEVER private!

Professional E-mail

Never consider email private information Work emails are your employer’s property and

may be monitored Email sent to others may be forwarded Email can be subpoena’d Email can be intercepted

Changing the Subject Line

Accessing E-mail at Home

Checking Your Spam

Top Ten Takeaways

10. Use service to send big attachments

09. Humor is understood 50% of the time

08. Use CC sparingly

07. Send a bridging e-mail

06. E-mail is never private

05. Reference vs action

04. Use bullets and numbers for separation

Top Ten Takeaways

03. Use lots of paragraphs

02. Subject lines are very important

01. Keep it SHORT!

Impress with E-mail Communication

Superior Industries University