email etiquette/tips tricks · email etiquette/tips & tricks a guide to using care principles...
TRANSCRIPT
EMAIL ETIQUETTE/TIPS & TRICKS A guide to using CARE principles when sending email while learning how to improve your email usage and organization.
Robert Noska Hennepin County Learning Technologist [email protected]
TABLE OF CONTENTS PAGE
COURSE OUTLINE 3
CARE MODEL 4
CREATE AN EMAIL CATEGORY
5
CREATE AN EMAIL RULE
6
CREATE CUSTOM VIEWS
10
CREATING TASKS FROM EMAIL
14
CREATING CALENDAR ENTRIES USING EMAIL
16
USING OUTLOOK TODAY
19
CREATING AN EMAIL SIGNATURE
21
CREATE COMMON RESPONSES TO EMAIL REQUESTS THROUGH SIGNATURES
23
Page 2 of 25
COURSE OUTLINE
At the end of this presentation you will know how to:
Send emails with CARE principles Organize your inbox through categorizing and searching Use emails to create tasks and calendar items Create signature templates with responses to common emails/requests
I: Sending emails with CARE
Connect: Friendly greeting/descriptive subjects Appreciate: clear thinking, plain language, tailored to your audience, appropriate tone Respond: Thank customer/sender where necessary, offer further assistance Empower: If it’s not part of your job/duties, put the sender on the right track with next
steps/information
II: Organize your inbox
‐Introduction to Categorizing emails ‐ How to create views to search categories ‐How to set up rules for incoming messages
III: Use emails to create tasks & calendar items
‐Incoming emails that require an action ‐Incoming emails that need to be added to your calendar ex. Webinar, Class, non‐meeting invite creating emails (email to calendar, changing time/date/location) ‐Use day at a glance to show your calendar/tasks/and unread emails
IV: Creating signature templates
‐How to create signatures for different audiences ‐How to create canned responses to common requests using signatures
Page 3 of 25
CARE MODEL
Customers Are Valued
Email Examples
Connect • Include a friendly greeting
• Write a descriptive subject line or
retain the customer’s original subject
line
Hi, Dear, Greetings, Hello
Good: Request for assistance on XYZ project Re: Customer request for
information Not good: Hi!
Re: Fwd: Fwd: Re: Fwd: Re: Hi!
Appreciate • Be clear in your thinking, keep it
short and sweet • Check that you have the proper tone
• Avoid distracting fonts and
abbreviations
• If the customer has been waiting:
• Acknowledge
• Thank
• Apologize
• Consider confidentiality before you
forward
• Be cautious and fully aware when
using the “reply to all” function
• Provide a referral as needed
Good: Plain language, bullet points/numbered steps
Not Good: Long paragraphs with business jargon and abbreviations illegible fonts that nobody can read
Super diStracting large fontS
Respond • Thank the customer
• Ask to be of further assistance
Good: Thank you for contacting us, if you have further questions please let us know Not good: “We don’t do that here.” “I don’t handle that”
Empower • If you cannot resolve the issue,
provide information on who can
resolve
• Provide next steps in writing and
links to more information when
possible
Good: “Here is the contact info for “X”
department that can help you with that” “Go to
our website, click on the link in the upper right
hand corner to send us your request”
Not good: “Not my job, not my problem”
“Sorry I can’t help you, good luck with that!”
Page 4 of 25
CREATE AN EMAIL CATEGORY
1. ON THE RIBBON AT THE TOP OF THE
SCREEN, LEFT-CLICK ON THE
“CATEGORIZE” DROP DOWN IN THE HOME TAB. THEN LEFT-CLICK ON THE “ALL
CATEGORIES…” LINK.
2. IF YOU HAVE AN EXISTING CATEGORY YOU
WOULD LIKE TO RENAME/RECOLOR, LEFT-CLICK ON THE “RENAME” BUTTON. TO
CREATE A NEW CATEGORY, LEFT-CLICK ON
THE “NEW…” BUTTON.
3. ENTER THE NAME OF THE CATEGORY IN THE
“NAME:” FIELD, THEN LEFT-CLICK ON THE
“COLOR:” DROP DOWN TO SELECT THE
COLOR OF THE CATEGORY. LEFT-CLICK
“OK” TO FINISH.
Page 5 of 25
CREATING AN EMAIL RULE
1. ON THE RIBBON AT THE TOP OF THE
SCREEN, LEFT-CLICK ON THE “RULES” DROP-DOWN IN THE “HOME” TAB. THEN
LEFT-CLICK ON “MANAGE RULES & ALERTS…”.
2. LEFT-CLICK ON THE “NEW RULE…”BUTTON TO CREATE A NEW RULE.
3. LEFT-CLICK ON “APPLY RULE ON
MESSAGES I RECEIVE” THEN LEFT- CLICK ON THE “NEXT” BUTTON.
Page 6 of 25
CREATING AN EMAIL RULE
4. TO CREATE A RULE FOR A SPECIFIC
PERSON OR EMAIL ADDRESS, CHECK
THE BOX FOR “FROM PEOPLE OR
PUBLIC GROUP”. TO CREATE A RULE
FOR SPECIFIC KEYWORDS WITHIN A SUBJECT LINE, CHECK THE BOX FOR
“WITH SPECIFIC WORDS IN THE
SUBJECT OR BODY”. THEN LEFT- CLICK ON THE “NEXT” BUTTON.
THIS EXAMPLE DEMONSTRATES THE PEOPLE OR GROUP RULE
5. ASSIGN THE MESSAGE TO A CATEGORY BY CHECKING THE BOX FOR “ASSIGN IT TO THE CATEGORY
CATEGORY”
Page 7 of 25
CREATING AN EMAIL RULE
6. LEFT-CLICK ON THE “CATEGORY”
LINK IN STEP 2.
7. CLICK ON THE CHECK BOX NEXT TO THE CATEGORY YOU WANT TO
ASSIGN TO THE RULE, THEN LEFT- CLICK ON “OK”.
ADOBE IS THE CATEGORY FOR THIS EXAMPLE
Page 8 of 25
CREATING AN EMAIL RULE
8. LEFT-CLICK THE “NEXT” BUTTON
UNTIL YOU REACH THE “FINISH
RULE SETUP” PAGE. TO APPLY THE
RULE TO EXISTING MAIL IN YOUR INBOX, CHECK THE BOX UNDER STEP
2 FOR “RUN THIS RULE NOW ON
MESSAGES ALREADY IN “INBOX””. LEFT-CLICK ON “FINISH” TO APPLY
THE RULE.
9. ALL MAIL AFFECTED BY THE RULE WILL NOW BE SHOWN WITH THE
CATEGORY ASSOCIATION.
Page 9 of 25
CREATE CUSTOM VIEWS
1. ON THE RIBBON AT THE TOP
OF THE SCREEN, LEFT-CLICK
ON THE “VIEW” TAB. LEFT-CLICK ON THE “CHANGE
VIEW” DROP DOWN, THEN
LEFT- CLICK ON “MANAGE
VIEWS…”
2. CREATE A NEW VIEW BY
LEFT- CLICKING ON THE
“NEW…” BUTTON.
Page 10 of 25
CREATE CUSTOM VIEWS
3. ADD A NAME FOR THE VIEW IN THE
“NAME OF NEW VIEW:” FIELD.
WE WILL USE ADOBE FOR THIS EXAMPLE
4. LEFT-CLICK ON THE “FILTER…”
BUTTON.
5. LEFT-CLICK ON THE “MORE
CHOICES” TAB, THEN LEFT-CLICK ON
THE “CATEGORIES…” BUTTON.
Page 11 of 25
CREATE CUSTOM VIEWS
6. CHECK THE BOX NEXT TO THE
CATEGORY FOR THE VIEW, THEN
LEFT-CLICK ON OK.
WE ARE USING ADOBE FOR THIS EXAMPLE
7. LEFT-CLICK ON “OK”.
LEFT-CLICK ON “OK” TO CLOSE REMAINING OPEN WINDOWS.
Page 12 of 25
CREATE CUSTOM VIEWS
8. CHANGE YOUR VIEW TO THE NEW
VIEW BY LEFT-CLICKING ON THE
“CHANGE VIEW” DROP DOWN AND
SELECTING YOUR VIEW.
WE ARE USING ADOBE FOR THIS EXAMPLE
9. YOUR VIEW WILL NOW DISPLAY ONLY
EMAILS FROM YOUR SELECTED CATEGORY. TO RETURN TO THE MAIN VIEW, LEFT-CLICK ON “CHANGE
VIEW” THEN LEFT-CLICK ON
“COMPACT”.
Page 13 of 25
CREATING TASKS FROM EMAILS
1. SELECT THE EMAIL YOU WANT TO CREATE A TASK
WITH BY LEFT-CLICKING AND DRAGGING THE EMAIL
TO THE “TASK” BAR ON THE LEFT NAVIGATION
PANEL.
Click and drag
Release when you see this icon
THE EMAIL WILL POPULATE THE SUBJECT OF THE TASK WITH THE
EMAIL’S SUBJECT LINE. THE TASK DESCRIPTION WILL BE POPULATED
BY THE BODY OF THE EMAIL.
Page 14 of 25
CREATING TASKS FROM EMAILS
TO MODIFY THE TASK, USE THE NUMBERED ITEMS BELOW:
Start Date: Choose the date for your task to begin
Due Date: Choose the date to complete your task
Status/Priority: Track the progress and importance of your task Reminder: Set a notification to remind you when the task is due
2. LEFT-CLICK “SAVE & CLOSE” TO ADD THE TASK
TO YOUR TASK LIST.
The task is now on your task list
Page 15 of 25
CREATING CALENDAR ENTRIES USING EMAIL
1. SELECT THE EMAIL TO CREATE A CALENDAR
ENTRY BY LEFT-CLICKING AND DRAGGING THE EMAIL
TO THE “CALENDAR” BAR ON THE LEFT NAVIGATION
PANEL.
Click and drag
Release when you see this icon
THE EMAIL WILL POPULATE THE SUBJECT OF THE CALENDAR ENTRY WITH THE EMAIL’S SUBJECT LINE. THE EVENT DESCRIPTION WILL BE POPULATED BY THE BODY OF THE EMAIL.
Page 16 of 25
CREATING CALENDAR ENTRIES USING EMAIL TO MODIFY THE EVENT, USE THE NUMBERED ITEMS BELOW:
Location: Add a location (optional) to say where the event is taking place Start/End Time: Modify the time of the entry to reflect the time of the event
Page 17 of 25
CREATING CALENDAR ENTRIES USING EMAIL
The event is now added to your calendar
Page 18 of 25
USING “OUTLOOK TODAY”
1. CLICK ON THE NAME OF
YOUR EMAIL ACCOUNT ON THE LEFT NAVIGATION BAR
TO ACCESS “OUTLOOK
TODAY”.
OUTLOOK TODAY PROVIDES YOU A VIEW OF YOUR UPCOMING CALENDAR EVENTS, YOUR TASK LIST, AND YOUR UNREAD MESSAGES. THIS IS AN
EFFECTIVE WAY OF MANAGING YOUR DAILY/WEEKLY SCHEDULE.
2. CLICK ON “CUSTOMIZE
OUTLOOK TODAY” IN
THE UPPER RIGHT-HAND CORNER TO CUSTOMIZE THE APPEARANCE.
Page 19 of 25
USING “OUTLOOK TODAY”
3. CLICK ON THE CHECKBOX IN THE “STARTUP” ROW TO USE OUTLOOK TODAY
AS YOUR STARTUP SCREEN. YOU CAN ALSO MODIFY THE AMOUNT OF DAYS
YOUR CALENDAR DISPLAYS, THE TYPES OF TASKS, AND CHANGE THE LAYOUT
OF OUTLOOK TODAY.
4. CLICKING ON THE NAMES OF THE COLUMNS WILL NAVIGATE YOU DIRECTLY TO
THE CORRESPONDING AREA.
Page 20 of 25
CREATING AN EMAIL SIGNATURE
1. START A NEW EMAIL BY
LEFT-CLICKING ON THE
“NEW EMAIL” BUTTON IN
THE “HOME” TAB OF THE
RIBBON.
2. LEFT-CLICK ON THE
“INSERT” TAB, THEN LEFT- CLICK ON THE “SIGNATURE” DROP
DOWN. LEFT-CLICK ON
THE “SIGNATURES…”
LINK.
3. LEFT-CLICK ON THE
“NEW” BUTTON TO CREATE A NEW
SIGNATURE.
Page 21 of 25
CREATING AN EMAIL SIGNATURE
4. ENTER A NAME FOR THE
SIGNATURE, THEN LEFT- CLICK ON “OK”.
5. ENTER THE INFORMATION YOU WANT TO LIST FOR YOUR SIGNATURE
(EX. NAME, TITLE, COMPANY, PHONE
NUMBER, EMAIL
ADDRESS).
WHEN YOU ARE FINISHED, LEFT-CLICK THE “OK” BUTTON.
Note: Your font size/style is editable. You can also add pictures and hyperlinks in your
signature!
Page 22 of 25
CREATE COMMON RESPONSES TO EMAIL REQUESTS THROUGH SIGNATURES
1. START A NEW EMAIL BY
LEFT-CLICKING ON THE
“NEW EMAIL” BUTTON IN
THE “HOME” TAB OF THE
RIBBON.
2. LEFT-CLICK ON THE
“INSERT” TAB, THEN LEFT- CLICK ON THE
“SIGNATURE” DROP
DOWN. LEFT-CLICK ON
THE “SIGNATURES…”
LINK.
3. LEFT-CLICK ON THE
“NEW” BUTTON TO CREATE A NEW
SIGNATURE.
Page 23 of 25
CREATE COMMON RESPONSES TO EMAIL REQUESTS THROUGH SIGNATURES
4. TYPE THE MESSAGE YOU
WOULD LIKE TO SEND, OR COPY AND PASTE AN
EXISTING RESPONSE INTO
THE BODY OF THE
SIGNATURE. LEFT-CLICK
THE “OK” BUTTON WHEN
YOU ARE FINISHED.
5. START A NEW EMAIL OR REPLY TO AN EXISTING
EMAIL. LEFT-CLICK ON
THE “INSERT” TAB, THEN
LEFT-CLICK ON THE
“SIGNATURE” DROP DOWN TO SELECT YOUR
RESPONSE.
Page 24 of 25
CREATE COMMON RESPONSES TO EMAIL REQUESTS THROUGH SIGNATURES
6. ADD THE SUBJECT, AND THEN ADD THE CUSTOMER’S NAME IN THE BODY OF
THE EMAIL. WHEN YOU ARE FINISHED, LEFT-CLICK ON THE “SEND” BUTTON TO SEND THE EMAIL.
Page 25 of 25