Impress with e mail communication

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

Reading and replying to e-mail consumes almost 50% of our work day! 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 Addressing Subject Lines Message Text 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% -20% -30% -40% -50% -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: Which airport are you flying to? Will you need a rental car? How many classes are you signing up for? 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 Bridging E-mails Replying to Messages Processing Messages Reference System 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 Delete it Do it Delegate it 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 File Task or Calendar

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

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

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