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@Ease with EmailWORKSHOP BY BARB SAWYERSFOR THE ONTARIO MINISTRY OF THE ENVIRONMENT AND CLIMATE CHANGE
What kinds of email do you write?
What kinds of email do you read?
What bugs you about email?
Does your email ever bug anybody else?
Is your email as effective and efficient as it can be?
One-to-one communication timeline
BC Talking 55St. Paul-letters1800s Letter writing became popular
TelegramTelephone
1970s Fax-first digital communication1980s Email1990s Texts, instant messages
What has stood the test of time
TalkingLettersTelephoneEmail
Texts, instant messages?
Up, up, up
St. Paul's letters Popular letters Telephone Fax Email Texts0
20
40
60
80
100
120
Up, up, up
In 2013, the majority of email traffic came from business email, which accounts for over 100 billion emails sent and received per day. This trend is expected to continue, with business email accounting for more than 132 billion daily emails by 2018.
Radacati Group, Inc.
Up, up, up
How can you make email more efficient and effective?
How we read email-computer
https://www.nngroup.com/articles/f-shaped-pattern-reading-web-content/
How we read email-mobile
http://www.mediapost.com/publications/article/179805/eye-tracking-study-claims-facebook-mobile-model-ne.html?edition=
“Focus on the first 40 characters. Descriptive and well-written subject lines allow recipients to make an informed decision to get more details or move on.”
Jakob Nielsen FHow to write email
Subject line is key-helpful, action-oriented, what’s in it for me
Direct: Get to the point Don’t use too much valuable real estate at the
top for formal salutations and chit chat Short sentences, paragraphs—keep to the left Help readers navigate with bullets, numbers,
subheads and other visuals
How to write email
Summarize
How to write email
What is the purpose of your email?
Provide informationPersuadeRespond to a complaint
Basic format1. Grab attention with the subject line
2. Open directly
3. Expand on your message
4. End politely
Provide information1. Grab attention with the subject lineWhy should I read this?
2. Open directlyMain point
3. Expand on your message Summarize, using visuals to guide
4. End politely
Inform
What are some other techniques you can use to inform?
Persuade1. Grab attention with the subject lineWhat’s in it for me?
2. Open directlyWhat you want the reader to do and when
3. Expand on your message Emotion
4. End politelyRepeat the action and what’s in it for me
Persuade
What are some other techniques you can use to persuade?
The Big Short: explain mortgage bonds and Jenga
How did they inform?
How did they persuade?
Write an email to share informationWhy mortgage bonds are going to fail1. Grab attention with the subject lineWhy should I read this?2. Open directlyMain point3. Expand on your message Using visuals to guide4. End politely
Write an email to persuadeWhy you should short mortgage bonds1. Grab attention with the subject lineWhat’s in it for me?2. Open directlyWhat you want the receiver to do and when3. Expand on your messageEmotion, reward 4. End politelyRepeat action and time
Share your emails
Provide informationPersuade
Direct approachAre there exceptions?
Indirect approachWhen your response may upset the receiver, e.g. when youare delivering bad newscan’t solve a problem, resolve a
complaint
Angry email
Indirect approach• subject line: re previous
email• empathetic statement• reasons, context• bad news• apology• future-looking closing
How to write an email that may de-escalate negative emotions
How can you show empathy?• Summarize their position• Acknowledge shared interests• Compliment the receiver• Use positive language• State facts clearly• Demonstrate compassion
Angry email
How can you explain reasons?• Clear language• Recipient’s perspective• Organized• Concise
How should you apologize?• Be sincere• Show empathy• Offer help• Accept responsibility• Assure it won’t happen again
ApologyI am sorry you are upset.versusI am sorry we failed to protect you.
ApologyI am sorry we failed to protect you.versusI am sorry we failed to protect you. We have increased enforcement to ensure the situation is unlikely to recur.
How can you look to the future?• “I look forward to”• Offer help• Why it won’t happen again• Attempt to repair or rebuild
relationship• Positive long-term wishes
How can you cushion bad news?• Provide context• Express appreciation• Suggest a compromise or
alternative• Use the passive voice
Passive voiceActive: We made a mistake.
Passive: Mistakes were made.
Activity
Respond to a serious complaint
Angry email
Indirect approach• subject line: re previous
email• empathetic statement• reasons, context• bad news• apology• future-looking closing
How to write a response that may de-escalate negative emotions
Do you feel more @Ease with Email?Will you be more efficient and effective?
What advice will you give co-workers?
