3. Smith Management Group
Use To: Use Cc: Use Bcc:
• Those you • Don’t expect a • Protect Privacy
expect to read & response • When contacts do
respond • Only those who not know each other
• Those you are need to know • Email addresses
specifically • Remove contacts are hidden – good
addressing that don’t need to for large groups
see your • Check your
response motives! Can be
• Overuse will considered
cause your email unethical
to be ignored
4. Make your most important point first,
then provide detail if necessary.
5. CAUTION! Reply to All
The default response should be to reply only to the sender.
Before you reply to everyone, make sure that everyone needs to
know.
6. Smith Management Group
Down-Edit your replies
• Shows Respect for Other’s Time
• Gives Clarity to your Response
• Removes Clutter
• Keeps Conversation on Track
7. Provide “If-Then” Options
• Avoid back-and-forth emails
• ‘If you complete this, then let me know.
• I can meet at 2pm; If this will not work, then
please let me know 3 times that will work for
you.
8. Don’t “copy up” as a means
of coercion.
• Try another form of communication
Hinweis der Redaktion
“To”:The more people you send an email to, the less likely any single person will respond to it, much less perform any action that you requested.The people included in the “To” field should be the people you expect to read and respond to the message.“Cc”:Use sparingly – only cc people who have a need to stay in the know.Use when people know each other or have been introduced and have no problem having their email addy exposed to the parties involved.If you are not sure if someone wants their address made public, ask them“Bcc”:Use even more sparingly.Not visible to others.Use when emailing a group of contact who do not personally know each other – privacy issue.
Keep messages brief and to the point. Make it clear at the beginning of the message why you are writing.Nothing worse than wading through a long message to get to the point.Less likely the person will act on what you have sent or respond to it when it is lengthy. Too much work; gets set aside and forgotten.
Don’t over use reply to allDefault response should be only to the sender. Relay story about golf shirt size email; everyone responded to all.Adds more clutter to everyone’s inboxNever use this button to CYA or e-Tattle on a coworker or colleague – doing so will make you look petty while increasing other e-mail volume unneccessarily.
Do not just hit reply and start typing – that is called “top posting.” (Show Outlook email example – use > before copy/paste sentences from previous reply that pertain to what you are replying to. Remove parts of the previous email that no longer apply to your response including headers and signature files. Editing is a skill those you communicate with will appreciate. Shows respect for their time, and clarifies your communication. Keeps conversation on track with fewer misunderstandings. Change the Subject line if it has changed By setting a proper example other can learn from you which is how most people online learn new things.
Provide options to avoid the back and forth of single option messagesFor example, “If you have compelted the assignment, then please confirm that via e-mail. If not, please provide estimate when you expect to finish.”
Ok to copy someone’s boss as a courtesy.Example: making an assignment to someone who is not a direct report and you don’t want their boss to think you are going around themYou may be tempted to do if you do not get response from earlier requestYou will be better served to pick up the phone and call them.If they are not responding to your email, try a different communications strategy.
All caps is the digital equivalent of shouting. It is also harder to read (as anyone in advertising will tell you).Use Spell Check: your communication reflects on YOU and YOUR COMPANY. Make sure yours is turned on (show example in Outlook) Tools/Options/SpellingDon’t forget the value of face-to-face or voice-to-voice communication. Email not appropriate when sending confusing or emotional messagesIf you have a problem with someone, speak to them directly – don’t use email to avoid an uncomfortable situation or to cover up a mistake.
