Email Excellence
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Should I email at all?
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Is writing a good idea?
Do I need a record?
Write email only as a last resort.
Narrow the distribution to "Needs to know".
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Plan the Reader Outcomes
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Define the Parent Decisions / Destinations first
- reader action - show up on time
- reader reaction - understand the the impact of being late
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Corporate Rules
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Business only
Be Professional
Subject to Monitoring
store & retain - 60 days
confidential
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Outline as map to first Draft
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Satellite Outline
- action - ?
- reaction - ?
main idea
point
point
main idea
argument
argument
then sequence the ideas & points
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After the Outline
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effective opening
shaping & sequencing complex info
ORSON Template - Top, Middle, Bottom
- Orient
- Subject Line - Project - Task - Action
- Connect - remember "X" thing, then connect "X", to "your Purpose"
- Purpose
- State Purpose
- To Request Action
- I'm writing/just a note to request/seek assistance/info
- To Deliver Info / Just Say Something
- I'm writing/just a note to summarize/outline/detail/let you know/alert/bring attention/ say how much we
- To Respond to your request
- I'm writing/just a note to respond to/in response to/re: your request
- avoid too short of a reply
- be sure to answer all questions
- Summary Bullets - used "Headlines!", give different readers "choices"
- 1
- 2
- 3
- Be Plain
- Sequence
- Spellout -
- Chunk the items in bullets/blocks
- One point at a time, sequenced
- 1st sentence of paragraph, stick to it
- Be effective, make sure reader is impacted
-
-
- Nail Down
- Emphasize Next Steps
- Add some genuine warmth, not insincere
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Orient the user via effective opening
watch out for stream of conciousness
Write when you are NOT under pressure!
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Counterproductive Behaviors
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Vehemence
Strong language
Blaming
Sarcasm or exaggerating for effect
Commenting on someone else's area of expertise
Attributions to Others
Limited Information
- Do I have whole story?
- Admit what you do not know
Rumor
Speculation
Violations of individual privacy
The Hero Syndrome
Extended email threads
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Remove Track Changes
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copy doc to new doc before sending
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Writing by Committee
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Use a white board
One notetaker
Make Satellite Outline