@ease with email

@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?

@Ease with Email

Email in Real Life

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?