32 Habits of Highly Effective Emailers: How to Make Your Emails More Productive and More Persuasive

Slide 1

Slide 1 text

32 Habits of Highly Effective Emailers How to make your emails more productive and more persuasive. Jonathan Rick hi@jonathanrick.com (202) 596-1882

Slide 2

Slide 2 text

No content

Slide 3

Slide 3 text

Some of the guidelines we’ll walk through today can be debated. And you may well disagree with something I say. That’s perfectly fine. How you email is a very personal matter. It’s informed by your personality, your office culture, and your boss. My goal is not to make you a robot, but to spark a few insights you hadn’t considered.

Slide 4

Slide 4 text

No content

Slide 5

Slide 5 text

No content

Slide 6

Slide 6 text

1. Email: Can’t Live With It, Can’t Live Without Complaining About It 2. Managers Wish Their Team Knew These 4 Truths About Email 3. Here Are 3 Easy Ways to Make Your Emails Friendlier 4. 6 Techniques the Smartest Emailers Swear By Agenda for Today’s Workshop on Email Etiquette

Slide 7

Slide 7 text

5. 7 Courtesies That Professionals Extend to Others 6. These 3 Email Tricks Will Save You From Unending Frustration 7. 4 Fun Ways to Make Your Emails Stand Out 8. 3 Everyday Emails That Make You Sound Abrupt or Dismissive 9. 3 Rookie Mistakes We’ve All Made With Email Agenda for Today’s Workshop on Email Etiquette

Slide 8

Slide 8 text

Email: Can’t Live With It, Can’t Live Without Complaining About It

Slide 9

Slide 9 text

No content

Slide 10

Slide 10 text

No content

Slide 11

Slide 11 text

Reason #1 Thoughtfulness

Slide 12

Slide 12 text

“Unlike instant messaging or video conferencing, email lets you take a step back and consider your thoughts — an unusual advantage in these harried times. It is a space for thoughtfulness, where it’s possible to stand out, to surprise people, to get attention.” —Sarah Begley

Slide 13

Slide 13 text

Reason #2 Mobility

Slide 14

Slide 14 text

“While the mobile web is a rusting scrapheap of unreadable text, broken advertisements, and janky layouts, normal emails look great on phones. They are super lightweight, so they download quickly over any kind of connection, and the tools to forward or otherwise deal with them are built natively into our mobile devices.” —Alexis Madrigal

Slide 15

Slide 15 text

Reason #3 Accessibility

Slide 16

Slide 16 text

“Anyone, no matter how tech savvy or unsavvy, can use email from any device, from wherever they are, all the time.” —Farhad Manjoo

Slide 17

Slide 17 text

Reason #4 Lack of Spam

Slide 18

Slide 18 text

“Spam, which once threatened to overrun our inboxes, has been made invisible by sophisticated email filtering. I received hundreds of spam emails yesterday, and yet I didn’t see a single one. At the same time, the culture of botty spam has spread to every other corner of the internet. I see spam comments on every website and spam Facebook pages and spam Twitter accounts every day.” —Alexis Madrigal

Slide 19

Slide 19 text

Managers Wish Their Team Knew These 4 Truths About Email

Slide 20

Slide 20 text

Managers Wish Their Team Knew These 4 Truths About Email 1. Email is not always best.

Slide 21

Slide 21 text

No content

Slide 22

Slide 22 text

Slide 23

Slide 23 text

Text Call Visit

Slide 24

Slide 24 text

No content

Slide 25

Slide 25 text

> Message Medium

Slide 26

Slide 26 text

No content

Slide 27

Slide 27 text

1. Email is not always best. 2. BLUFing is a good thing. Managers Wish Their Team Knew These 4 Truths About Email

Slide 28

Slide 28 text

BLUF Bottom Line Up Front

Slide 29

Slide 29 text

No content

Slide 30

Slide 30 text

Greg and I recently met with Remy Munasifi, a popular YouTube producer who’s done work for free- market groups such as Reason T.V., the Tax Foundation, and Young Americans for Liberty. Remy has a knack for making tedious subjects (think: Taxes, the T.S.A., civil liberties) hilariously relatable. We asked Remy for his thoughts on Regulatory Reform Month, and he wrote up the attached proposal. We’d love to know what you think? Most People Do This Greg and I would like to pitch you the attached idea for Regulatory Reform Month. In short, we want to hire a popular YouTuber to create a video. By way of background, Remy is a popular YouTube producer who’s done work for free-market groups such as Reason T.V., the Tax Foundation, and Young Americans for Liberty. He has a knack for making tedious subjects (think: Taxes, the T.S.A., civil liberties) hilariously relatable. Smart People Do This

Slide 31

Slide 31 text

Dear World’s Best Boss, Just F.Y.I., I thought you’d get a kick out of this cartoon, about burning your foot on a George Foreman mini-grill. Dear World’s Best Boss, Let me know when you’ll be in the right headspace to sign the timecards, purchase orders, and expense reports, so your hard-working Dunder Mifflinites can go home. Informational Emails Emails Informational Decisional

Slide 32

Slide 32 text

1. Email is not always best. 2. BLUFing is a good thing. 3. By default, email lacks tone. Managers Wish Their Team Knew These 4 Truths About Email

Slide 33

Slide 33 text

No content

Slide 34

Slide 34 text

Clues Cues

Slide 35

Slide 35 text

“If you don’t consciously insert tone into an email, a kind of universal default tone will not automatically be conveyed. Instead, the message written without regard to tone becomes a blank screen onto which the reader projects his own fears, prejudices, and anxieties.” —David Shipley and Will Schwalbe

Slide 36

Slide 36 text

http://bitly.com/sendthisemail

Slide 37

Slide 37 text

“Listening goes beyond just hearing what people say. It also means paying attention to how they say it.” —Kate Murphy

Slide 38

Slide 38 text

Nonverbal 55% Vocal 38% Verbal 7%

Slide 39

Slide 39 text

Hey Phyllis, Any chance you can cover for me on Friday? There’s a bottle of Scranton’s finest white wine in it for you… Jimbo Ok. Jim’s Question Phyllis’s Answer

Slide 40

Slide 40 text

Managers Wish Their Team Knew These 4 Truths About Email 1. Email is not always best. 2. BLUFing is a good thing. 3. By default, email lacks tone. 4. You can create tone by adding padding. This is the most important thing you need to know about email.

Slide 41

Slide 41 text

Ok. Happy to help. What Phyllis Said What Phyllis Should Have Said

Slide 42

Slide 42 text

“If you don’t want to sound disdainful in email, be about 50% nicer than you think you need to be.” —Nick Douglas

Slide 43

Slide 43 text

Sure. What I Once Told a Client What I Should Have Said Sure! Sure thing!

Slide 44

Slide 44 text

Karen, Please see me. Your Projector Supervisor, Jim Halpert Hi Karen, Whenever you get a chance — no rush — would you mind swinging by my cubicle? Thanks, J Bad Managers Do This Good Managers Do This

Slide 45

Slide 45 text

No content

Slide 46

Slide 46 text

No content

Slide 47

Slide 47 text

Manners impede efficiency. You should always be aware of how others perceive you. Some People Think This Smart People Know This Counterargument #1

Slide 48

Slide 48 text

It’s unrealistic to expect people to channel Emily Post every single time they click “Send.” Because of email’s lack of tone, you often need to be a little extra polite. Some People Think This Smart People Know This Counterargument #2

Slide 49

Slide 49 text

No content

Slide 50

Slide 50 text

“You have to do email right. Emails are nothing less than written evidence of your organizational savvy.” —Suzy Welch

Slide 51

Slide 51 text

No content

Slide 52

Slide 52 text

Meaning. What Words Convey What Emojis Convey Feeling.

Slide 53

Slide 53 text

Here Are 3 Easy Ways to Make Your Emails Friendlier

Slide 54

Slide 54 text

G.P.S.

Slide 55

Slide 55 text

Here Are 3 Easy Ways to Make Your Emails Friendlier 1. With a greeting.

Slide 56

Slide 56 text

“Peter, What’s happening?” —Bill Lumbergh

Slide 57

Slide 57 text

Ask #1 How’s the weekly H.R. report coming along? Ask #2 Toby, How’s the weekly H.R. report coming along?

Slide 58

Slide 58 text

“A person’s name is to him or her the sweetest and most important sound in any language.” —Dale Carnegie

Slide 59

Slide 59 text

Ask #1 How’s the weekly H.R. report coming along? Ask #3 Hi Toby, How’s the weekly H.R. report coming along? Ask #2 Toby, How’s the weekly H.R. report coming along?

Slide 60

Slide 60 text

Ask #1 Hi Toby, How’s the weekly H.R. report coming along? Ask #3 Hi Toby: How’s the weekly H.R. report coming along? Ask #2 Hi Toby - How’s the weekly H.R. report coming along? , - :

Slide 61

Slide 61 text

Here Are 3 Easy Ways to Make Your Emails Friendlier 1. With a greeting. 2. With a pleasantry.

Slide 62

Slide 62 text

I hope you’ve been staying warm during the frigid Scranton winter. Any fun costume ideas for Halloween? Whose party are you planning to go to: Angela’s, or Pam and Karen’s? 🎃 🎉

Slide 63

Slide 63 text

“If you send me an email that begins, ‘I hope you’re doing well,’ I probably don’t know you.” —David Martosko

Slide 64

Slide 64 text

Here Are 3 Easy Ways to Make Your Emails Friendlier 1. With a greeting. 2. With a pleasantry. 3. With a sign-off.

Slide 65

Slide 65 text

“Mmmkay” —Bill Lumbergh

Slide 66

Slide 66 text

Talk soon. Let me know. Sound good? Best, Cheers, Sincerely, Good luck! Hope this helps.

Slide 67

Slide 67 text

Adam M. Grant and Francesca Gino, “A Little Thanks Goes a Long Way: Explaining Why Gratitude Expressions Motivate Prosocial Behavior,” Journal of Personality and Social Psychology, 2010.

Slide 68

Slide 68 text

No content

Slide 69

Slide 69 text

Thanks. Most People Do This Smart People Do This Thanks for saving Bandit! Thanks for helping me translate Michael-speak into English!

Slide 70

Slide 70 text

6 Techniques the Smartest Emailers Swear By

Slide 71

Slide 71 text

6 Techniques the Smartest Emailers Swear By 1. Make your subject line specific.

Slide 72

Slide 72 text

Delivering World-Class Paper for Vance Refrigeration Did you fix the baler? Interesting Article About the Lackawanna River Introduction (Phyllis and Bob) Baler Interesting Article Introduction Proposal for Vance Refrigeration Smart People Do This Most People Do This

Slide 73

Slide 73 text

Investment Opportunity: Athlead The Scranton White Pages just dumped its paper supplier! Your Reservation at Schrute Farms (12/11/20) TONIGHT: The Dundies! Whale Sighting! Your Reservation at Schrute Farms Dundie Awards Investment Opportunity Actually Specific Speciously Specific

Slide 74

Slide 74 text

NEED YOUR INPUT: HR Survey Baby Shower at 4 PM – Response Requested Michael, For Your Review: Lunch Menu Quick question about Poor Richard’s happy hour Baby Shower at 4 PM Lunch Menu Happy Hour HR Survey Action-Oriented Actionless

Slide 75

Slide 75 text

What if the subject line in an email you receive is vague?

Slide 76

Slide 76 text

Most People Do This Smart People Do This Proposal RE: Proposal Subject: Subject: Proposal Status of D.M.I. Proposal? Subject: Subject:

Slide 77

Slide 77 text

What if the topic changes as you exchange emails?

Slide 78

Slide 78 text

6 Techniques the Smartest Emailers Swear By 1. Make your subject line specific. 2. When emailing a group, tag and task people.

Slide 79

Slide 79 text

From: H

Slide 80

Slide 80 text

From: H Sent: Friday August 20, 2010, 3:45 PM To: JilotyLC@state.gov; Russorv@state.gov; ValmoroLJ@state.gov Subject: Question

Slide 81

Slide 81 text

From: H Sent: Friday August 20, 2010, 3:45 PM To: JilotyLC@state.gov; Russorv@state.gov; ValmoroLJ@state.gov Subject: Question Can you find out for me what the N.P.R. stations I can hear on Long Island are? I lost the W.N.Y.C. signal halfway down the island can’t figure out from Google what the next stations are.

Slide 82

Slide 82 text

From: H Sent: Saturday, August 21, 2010, 6:41 PM To: JilotyLC@state.gov; Russorv@state.gov; ValmoroLJ@state.gov Subject: Re: Question Did any of this you get this?

Slide 83

Slide 83 text

“When I send an email to one person, there’s a 95% chance I’ll get a reply. When I send an email to 10 people, the response rate drops to 5%. When you add people, you drastically decrease exclusivity and make people feel they don’t need to read the email or do what you ask.” —Patrick Lencioni

Slide 84

Slide 84 text

0 2 4 6 8 10 12 0 20 40 60 80 100 120 Number of Recipients Rate of Responses (%) The Freeloader Effect l

Slide 85

Slide 85 text

Greetings Accountants, We gotta send the Sabre letter today. Please make sure it’s formatted correctly, please proofread it, and please include the M&Ms. Greetings Accountants, We need to send the Sabre letter today. Angela, Please make sure it’s formatted correctly. Oscar, Please proofread it. Kevin, Please include the M&Ms. Most People Do This Smart People Do This

Slide 86

Slide 86 text

Greetings Accountants, We need to send the Sabre letter today. @Angela, Please make sure it’s formatted correctly. @Oscar, Please proofread it. @Kevin, Please include the M&Ms. Greetings Accountants, We need to send the Sabre letter today. ANGELA, Please make sure it’s formatted correctly. OSCAR, Please proofread it. KEVIN, Please include the M&Ms. Smart People Do This Very Smart People Do This

Slide 87

Slide 87 text

6 Techniques the Smartest Emailers Swear By 1. Make your subject line specific. 2. When emailing a group, tag and task people. 3. Use B.C.C. sparingly.

Slide 88

Slide 88 text

No content

Slide 89

Slide 89 text

1. Mass Emails

Slide 90

Slide 90 text

1. Mass Emails 2. Introductions

Slide 91

Slide 91 text

From: Nate To: Pam C.C. Dwight Subject: New Cutbacks Dear Office Administrator Beesly, Please direct all complaints about Scranton Business Park to the new building owner, Mr. Dwight Schrute. I’m copying him and will let you two take things from here.

Slide 92

Slide 92 text

NATE, Thanks for connecting me with Dwight. DWIGHT, I understand you’re the new building owner. I’m the office administrator for Dunder Mifflin’s Scranton branch. Can we talk about the cutbacks you’ve recently instituted? NATE, Thanks for connecting me with Dwight. (I’m moving you to the B.C.C. field. In order to spare your inbox. DWIGHT, I understand you’re the new building owner. I’m the office administrator for Dunder Mifflin’s Scranton branch. Can we talk about the cutbacks you’ve recently instituted? Most People Do This Smart People Do This From: Pam To: Nate & Dwight Subject: New Cutbacks From: Pam To: Dwight B.C.C.: Nate Subject: New Cutbacks

Slide 93

Slide 93 text

Fwd:

Slide 94

Slide 94 text

6 Techniques the Smartest Emailers Swear By 1. Make your subject line specific. 2. When emailing a group, tag and task people. 3. Use B.C.C. sparingly. 4. Embrace line breaks.

Slide 95

Slide 95 text

Dear Mr. California, The search committee has three questions for you: How will your experience selling refinery equipment translate to our smaller scale here? I’m almost a little concerned that you might be overqualified. Do you think that you are? You are a man of great confidence. Could you speak a little more to that and what the role of confidence would be in a dialogue with a subordinate? Dear Mr. California, The search committee has three questions for you: How will your experience selling refinery equipment translate to our smaller scale here? I’m almost a little concerned that you might be overqualified. Do you think that you are? You are a man of great confidence. Could you speak a little more to that Most People Do This Smart People Do This

Slide 96

Slide 96 text

1. White Space

Slide 97

Slide 97 text

1. White Space 2. Capture Everything

Slide 98

Slide 98 text

Dear Mr. California, The search committee has three questions for you: How will your experience selling refinery equipment translate to our smaller scale here? You might be overqualified. Do you think that you are? You are a man of great confidence. Could you speak a little more to that and what the role of confidence would be in a dialogue with a subordinate? Dear Mr. California, The search committee has three questions for you: 1. How will your experience selling refinery equipment translate to our smaller scale here? 2. You might be overqualified. Do you think that you are? 3. You are a man of great confidence. Could you speak a little more to that and what the role of confidence would be in a dialogue with a subordinate? Smart People Do This Smarter People Do This

Slide 99

Slide 99 text

1. Make your subject line specific. 2. When emailing a group, tag and task people. 3. Use B.C.C. sparingly. 4. Embrace line breaks. 5. Write emails when you’re angry. 6 Techniques the Smartest Emailers Swear By

Slide 100

Slide 100 text

No content

Slide 101

Slide 101 text

“Never signed. Never sent.” —Abraham Lincoln

Slide 102

Slide 102 text

Catharsis 1. Emotional

Slide 103

Slide 103 text

Catharsis 1. Emotional 2. Strategic

Slide 104

Slide 104 text

1 Drafts Send to Self Versions 2 3

Slide 105

Slide 105 text

1. Make your subject line specific. 2. When emailing a group, tag and task people. 3. Use B.C.C. sparingly. 4. Embrace line breaks. 5. Write emails when you’re angry. 6. Use the “schedule-send” function. 6 Techniques the Smartest Emailers Swear By

Slide 106

Slide 106 text

No content

Slide 107

Slide 107 text

No content

Slide 108

Slide 108 text

Let’s Recap How many emails should one person send about an issue before trying a different medium? 1/5

Slide 109

Slide 109 text

Let’s Recap Three. 1/5

Slide 110

Slide 110 text

Let’s Recap By default, email lacks ____. 2/5

Slide 111

Slide 111 text

Let’s Recap Tone. 2/5

Slide 112

Slide 112 text

Let’s Recap How do you create tone? 3/5

Slide 113

Slide 113 text

Let’s Recap Padding. 3/5

Slide 114

Slide 114 text

Let’s Recap Name three ways to add padding. 4/5

Slide 115

Slide 115 text

Let’s Recap A greeting. A pleasantry. A sign-off. 4/5

Slide 116

Slide 116 text

Let’s Recap Make your subject line ________. 5/5

Slide 117

Slide 117 text

Let’s Recap Specific. 5/5

Slide 118

Slide 118 text

7 Courtesies That Professionals Extend to Others

Slide 119

Slide 119 text

7 Courtesies That Professionals Extend to Others 1. They follow up without being a pest.

Slide 120

Slide 120 text

1. Recognize that your recipient is busy.

Slide 121

Slide 121 text

1. Recognize that your recipient is busy. 2. Recap, in one sentence, what you need.

Slide 122

Slide 122 text

F.Y.I.

Slide 123

Slide 123 text

Slide 124

Slide 124 text

“Never expect or require someone to get back to you immediately unless it’s a true emergency. The expectation of immediacy is toxic.” —Jason Fried

Slide 125

Slide 125 text

What if your issue is truly urgent?

Slide 126

Slide 126 text

Please let me know. In order to keep this project on schedule, I need your feedback by Friday (7/31) at noon Eastern. At that point, we’ll need to proceed with whatever info we have. Most People Do This Smart People Do This

Slide 127

Slide 127 text

7 1

Slide 128

Slide 128 text

14 1

Slide 129

Slide 129 text

28 1 14

Slide 130

Slide 130 text

❌ Checking-in. ❌ Touching base. ❌ Circling back. ❌ Not sure if you got my last email? ❌ Hello? ❌ Please reply. ❌? I suspect you’re still reviewing proposals. Please don’t hesitate to let me know if there’s any additional info I can provide. I’m so excited about this project, I thought I’d see if you had an E.T.A. for the kickoff? Sorry to nag you; just want to stay on your radar. When the time is right, I’m ready to re- engage. Most People Do This Smart People Do This

Slide 131

Slide 131 text

What if the person you’re following-up with outranks you?

Slide 132

Slide 132 text

No content

Slide 133

Slide 133 text

7 Courtesies That Professionals Extend to Others 1. They follow up without being a pest. 2. They keep others abreast of their actions.

Slide 134

Slide 134 text

From: Jan To: Michael Subject: Where’s That QA Report? Michael, Where do things stand with December’s quality-assurance report? Thank you.

Slide 135

Slide 135 text

Dearest Darling Jan, Creed’s been managing this report, so I just asked him for an update. I’ll let you know as soon as I hear back. Lovingly yours, Michael Most People Do This Smart People Do This

Slide 136

Slide 136 text

From: Danny Cordray To: Steve Nash Subject: Invoice for Your Paper Order Steve, I’m attaching an invoice for your Q3 2010 order of paper. Thanks for your business. Danny Cordray Osprey Paper

Slide 137

Slide 137 text

What Most People Do What Smart People Do Received. I sent this to accounts payable. Thanks.

Slide 138

Slide 138 text

If you’d let me know that you received this email, I’d appre- ciate it greatly. Can I impose on you to confirm receipt? That confirmation will allow me to take this invoice off my to-do list. Would you mind sending back a quick “got it” message? I also welcome emoji. 👍✔ That way, I won’t need to pester you with a follow-up. Smart People Do This

Slide 139

Slide 139 text

7 Courtesies That Professionals Extend to Others 1. They follow up without being a pest. 2. They keep others abreast of their actions. 3. They acknowledge C.C.ing others.

Slide 140

Slide 140 text

From: Pam To: Jim Subject: Pranking Dwight, Part 343 Halpert, I have an idea for a once-in-a-lifetime prank! Swing by when you stop day- dreaming. Beesly

Slide 141

Slide 141 text

Absolutely! And let’s include Darryl. Absolutely! And let’s include Darryl (who I’m copying); he’s as bored as we are. ;) Most People Do This Smart People Do This From: Jim To: Pam C.C.: Darryl Subject: RE: Our Next Prank From: Jim To: Pam C.C.: Darryl Subject: RE: Our Next Prank

Slide 142

Slide 142 text

From: Bruce To: Meredith Subject: Outback on Friday Meredith Baby, I have some more, um, supplies for you. Let’s meet at Outback on Friday. Say 7? Bruce

Slide 143

Slide 143 text

Bruce, As much as I love me a good steak, H.R. says our arrangement violates some kind of ethical issue. + Holly Bruce, As much as I love me a good steak, H.R. says that our arrangement violates some kind of ethical issue. I’m copying Holly, our local H.R. rep, so you know this is serious. Most People Do This Smart People Do This From: Meredith To: Bruce C.C.: Holly Subject: RE: Outback on Friday? From: Meredith To: Bruce C.C.: Holly Subject: RE: Outback on Friday?

Slide 144

Slide 144 text

Slide 145

Slide 145 text

Dear Jo, When you have a few minutes, might we chat about my commute? As things stand, I’m in Pennsylv- ania Mondays, Wednesdays, and Fridays, and in Florida Tuesdays and Thursdays. Much obliged, Gabriel Susan Lewis Let’s chat tomorrow at 5:43 A.M. Gabe’s Question Jo’s Answer

Slide 146

Slide 146 text

I’ll call you then (5:43 A.M.). I’ll call you then (at 5:43 A.M.). In the meantime, I’m sending over a calendar invite. Most People Do This Smart People Do This

Slide 147

Slide 147 text

No content

Slide 148

Slide 148 text

1. They send a calendar invite.

Slide 149

Slide 149 text

1. They send a calendar invite. 2. They include a phone number.

Slide 150

Slide 150 text

1. They send a calendar invite. 2. They include a phone number. 3. They specify who’s calling whom.

Slide 151

Slide 151 text

7 Courtesies That Professionals Extend to Others 1. They follow up without being a pest. 2. They keep others abreast of their actions. 3. They acknowledge C.C.ing people. 4. They include calendar invites. 5. They use hyperlinks seamlessly.

Slide 152

Slide 152 text

Yo Oscar, In China, there are 56 cities with more than a million people. https://www.nytimes.com/2012/ 01/18/world/asia/majority-of- chinese-now-live-in-cities.html How do like them apples? M.G.S. Yo Oscar, In China, there are 56 cities with more than a million people. How do you like them apples? M.G.S. Lazy Seamless

Slide 153

Slide 153 text

Slide 154

Slide 154 text

“We’re in dire need of a word for the email you put off responding to because you want to give it your full attention — and thus never answer, giving the sender the impression that you don’t care, when, in fact, it is the most important thing in your inbox.” —Lizzie Skurnick

Slide 155

Slide 155 text

“You get an email that makes you think, ‘This requires a thoughtful reply.’ So instead of dashing off a reply as you would with an ordinary email, you wait till you have time to give it the consider- ation it deserves. You never reply.” —Paul Graham

Slide 156

Slide 156 text

I just want to let you know that I received your message. I’m on a deadline until Thursday, so please give me a few days to reply. Got your email. Very busy right now but will reply as soon as I’m able to give this the attention it deserves. Most People Do This Smart People Do This

Slide 157

Slide 157 text

Slide 158

Slide 158 text

Sloppy Lazy Sleepy Clueless Unresponsive

Slide 159

Slide 159 text

“Responding in a timely manner shows that you are conscientious. That means you’re organized, dependable, and hardworking.” —Adam Grant

Slide 160

Slide 160 text

“Most of the best — and busiest — people we know act quickly on their emails, not just to us or to a select few senders, but to everyone.” —Eric Schmidt and Jonathan Rosenberg

Slide 161

Slide 161 text

No content

Slide 162

Slide 162 text

These 3 Email Tricks Will Save You From Unending Frustration

Slide 163

Slide 163 text

These 3 Email Tricks Will Save You From Unending Frustration 1. Avoid sending big attachments.

Slide 164

Slide 164 text

20 If your attachment exceeds this size, then use a file-sharing service. M.B.

Slide 165

Slide 165 text

Hi Ryan, Please find attached Dunder Mifflin’s new pitch deck. (It’s 50 M.B., so your email provider may block it.) Hi Ryan, Here’s Dunder Mifflin’s new pitch deck. I’m sending it via Dropbox because its size (50 M.B.) might prevent delivery to your inbox. Most People Do This Smart People Do This

Slide 166

Slide 166 text

1. Clogging

Slide 167

Slide 167 text

1. Clogging 2. Spying

Slide 168

Slide 168 text

1. Clogging 2. Spying 3. Post-Hoc Changes

Slide 169

Slide 169 text

These 3 Email Tricks Will Save You From Unending Frustration 1. Avoid sending big attachments. 2. Delay the delivery of your emails. This is the ﬁrst thing I do after creating a new email address.

Slide 170

Slide 170 text

http://bitly.com/bestemailtipever

Slide 171

Slide 171 text

These 3 Email Tricks Will Save You From Unending Frustration 1. Avoid sending big attachments. 2. Delay the delivery of your emails 3. Clear your inbox.

Slide 172

Slide 172 text

No content

Slide 173

Slide 173 text

1. Subfolders

Slide 174

Slide 174 text

1. Subfolders 2. Weekly Goal

Slide 175

Slide 175 text

1. Subfolders 2. Weekly Goal 3. Bankruptcy

Slide 176

Slide 176 text

4 Fun Ways to Make Your Emails Stand Out

Slide 177

Slide 177 text

4 Fun Ways to Make Your Emails Stand Out 1. Customize your mobile signature.

Slide 178

Slide 178 text

❌ Sent via my iPhone ❌ Get Outlook for iOS Most People Do This Smart People Do This Sent with thumbs; please excuse brvty and types iPhone. iTypos. iApologize. Dictated via Siri — please blame typos on her Sorry to be terse: My phone has small keys and I have big fingers

Slide 179

Slide 179 text

4 Fun Ways to Make Your Emails Stand Out 1. Customize your mobile signature. 2. Treat your out-of-office auto reply as an opportunity.

Slide 180

Slide 180 text

“I’m out of the office with limited access to email. I’ll return on January 6. In case of emergency, please call Dwight Schrute, Assistant to the Regional Manager, at (703) 242-3456.” —Michael Scott

Slide 181

Slide 181 text

“I’d like to know where this place is that everyone’s going with so-called limited access to email. I’ve been to many places, and there’s been email access at every one of them.” —Tom Readmond Problem #1

Slide 182

Slide 182 text

“In case of emergency, please call 911.” —Lisette Sand-Freedman Problem #2

Slide 183

Slide 183 text

I’m currently out of the office. I look forward to responding to your email when I return on January 6. In the meantime, I’d like to share this article on tricks that can help you get the most out of Dunder Mifflin Infinity. (Number four has saved me tons of time.) I’m attending a conference in New York. My hope is that I’ll bring back ideas and tools that’ll make business even better for my clients. So I can focus on the event, I won’t be responding to emails until I return, on January 6. If you need something before then, please email my colleague, Kelly Kapoor. (She’s super slow busy, so please give her at least 15 business days to reply.) Recommend an Article Describe Your Absence

Slide 184

Slide 184 text

Hello from Jamaica, where I’m on vacation. I could tell you I won’t be checking email, but we both know that’s not true: My iPhone is rarely more than five feet away. But I’d like to unplug as much as possible, so here’s the deal: If you need to reach me right now, email me back. I’ll tell my family I need a few minutes to return a call. But if it’s not urgent, I promise to get back to you when I’m back in the office on 1/6/2019. I’m on vacation. I’ll be avoiding work at all costs. Be Candid (Long) Be Candid (Short)

Slide 185

Slide 185 text

Be Funny A recent study found that vacays can boost performance; relaxation is restorative. This calls for further research! I’ll be out of the office until January 6.

Slide 186

Slide 186 text

4 Fun Ways to Make Your Emails Stand Out 1. Customize your mobile signature. 2. Treat your out-of-office auto reply as an opportunity. 3. Write your disclaimer in plain language.

Slide 187

Slide 187 text

CONFIDENTIALITY NOTICE: This message and associated attachments are intended for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store/copy the information in any medium. BE WARNED: All the information in the email is mine to do with as I please, such as exploit for profit, use as blackmail, and/or quote on my blog. Note: This disclaimer overrides any disclaimer or statement of confidentiality that may be included in your email. Most People Do This Smart People Do This

Slide 188

Slide 188 text

4 Fun Ways to Make Your Emails Stand Out 1. Customize your mobile signature. 2. Treat your out-of-office auto replies as an opportunity. 3. Write your disclaimer in plain language. 4. Buy your own domain.

Slide 189

Slide 189 text

• Before asking for computer help, still thinks it’s funny to say, “I’m computer illiterate” • Calls you on the phone to tell you about a neat website they’ve discovered, then says into the receiver, “Ok, go to h… t… t… p… colon… slash… slash… w… w… w… dot… • Usually types in ALL CAPS • Sends you email chain letters saying that Bill Gates will eat your hard drive unless you forward this message to everyone you know • Most likely knows their way around a computer • When the Internet stops working, actually tries rebooting the router before calling a family member for help • Good chance they’re skilled and capable • Maybe even a digital consultant @YourName .com

Slide 190

Slide 190 text

3 Everyday Emails That Make You Sound Abrupt or Dismissive

Slide 191

Slide 191 text

3 Everyday Emails That Make You Sound Abrupt or Dismissive 1. When you use passive-aggressive language.

Slide 192

Slide 192 text

❌ Per my last email… Most People Do This Smart People Do This It seems that we’re miscommu- nicating. Let me try to clarify. Sorry for the confusion. Here’s what I meant. Exam ple #1

Slide 193

Slide 193 text

Actually, I pulled that sentence from our website. Most People Do This Exam ple #2

Slide 194

Slide 194 text

Actually, I pulled that sentence from our website. Most People Do This Exam ple #2

Slide 195

Slide 195 text

Actually, I pulled that sentence from our website. Most People Do This Good catch. I pulled that sentence from our website. Smart People Do This Exam ple #2

Slide 196

Slide 196 text

3 Everyday Emails That Make You Sound Abrupt or Dismissive 1. When you use passive-aggressive language. 2. When you apologize without sincerity.

Slide 197

Slide 197 text

Most People Sorry, I forgot! Smart People I’m terribly sorry — this slipped my mind.

Slide 198

Slide 198 text

Most People Sorry, I forgot! Smart People I’m terribly sorry — this slipped my mind.

Slide 199

Slide 199 text

Most People Sorry, I forgot! Smart People I’m terribly sorry — this slipped my mind.

Slide 200

Slide 200 text

Most People Sorry, I forgot! Smarter People I’m terribly sorry — this slipped my mind. From now on, I’ll check my calendar first thing in the morning, so this doesn’t happen again. Smart People I’m terribly sorry — this slipped my mind.

Slide 201

Slide 201 text

3 Everyday Emails That Make You Sound Abrupt or Dismissive 1. When you use passive-aggressive language. 2. When you apologize without sincerity. 3. When you ask without explaining.

Slide 202

Slide 202 text

Would you please send over the address list for today’s deliveries? Most People Do This

Slide 203

Slide 203 text

Would you please send over the address list for today’s deliveries? Most People Do This Would you please send over the address list for today’s deliveries? Roy asked me to add two clients. Smart People Do This

Slide 204

Slide 204 text

70% That’s how many people will do what you ask — if you explain why.

Slide 205

Slide 205 text

Jim, I need your rundown. Thanks, Charles Most People Do This Jim, I need your rundown. Corporate asked me for this info, so I can get up to speed. Thanks, Charles Smart People Do This

Slide 206

Slide 206 text

Clark, Can we chat quickly? Pete Most People Do This Clark, Can we chat quickly? I think Andy just asked me to take Erin out on a date. Pete Smart People Do This

Slide 207

Slide 207 text

3 Rookie Mistakes We’ve All Made With Email

Slide 208

Slide 208 text

3 Rookie Mistakes We’ve All Made With Email 1. Providing false hope.

Slide 209

Slide 209 text

❌ I’m crazy busy right now. Can we reconnect in a couple of weeks? ❌ Let me get back to you. Most People Do This Smart People Do This I think what you’re doing is important, and I wish I could help, but I just don’t have the time. Thanks, but I need to pass on this.

Slide 210

Slide 210 text

You know David Wallace, right? He’s organizing a conference this fall at which I’d like to speak. The last time I contacted him, he suggested that I attend (which I’d have to pay to do). But I’m not interested in attending; I’m interested in getting hired. Do you think I should follow-up, or is David focused on putting butts in seats? Thanks for your candid guidance. In fact, David and I do a fair amount of business together. Which means I can guarantee that his interest, at this point, is in putting butts in seats. And since you and I are friends, I can tell you in plain language that it is highly unlikely he is going to book you as a speaker for this in the future. You and I know that anything can happen, but this is not where I would invest my time if I were you. What I Once Asked a Friend What He Wrote Back

Slide 211

Slide 211 text

3 Rookie Mistakes We’ve All Made With Email 1. Providing false hope. 2. Asking for something without providing an out.

Slide 212

Slide 212 text

From: Erin To: Deangelo Subject: My Annual Raise Hiya Deangelo, I’m disappointed that I haven’t received a raise in the past three years, so I’d welcome the chance to talk with you, my new manager, to make sure I’m on the right track for this year. Thanks!

Slide 213

Slide 213 text

Ask #1 Please let me know when you’re available for a meeting. Ask #3 Might we possibly chat? I’m available in whatever way is easiest for you: Coffee, lunch, your office, even over cake in the conference room. If you don’t have time, I understand. Ask #2 Can we chat? I’m available in whatever way is easiest for you: Coffee, lunch, your office, even over cake in the conference room. What do you think?

Slide 214

Slide 214 text

3 Rookie Mistakes That We’ve All Made With Email 1. Providing false hope. 2. Asking for something without providing an out. 3. Asking a question that you can answer yourself. This is how you can tell who’s destined to climb the ranks, and who’ll stagnate.

Slide 215

Slide 215 text

From: Bill To: Jonathan Subject: B.C.R.A. Jonathan, Please find out which senators voted for B.C.R.A.

Slide 216

Slide 216 text

Most People Hi Bill, So sorry about this, but I don’t know what B.C.R.A. is. Can you clarify? Smarter People Hi Bill, The following senators voted “yes” for the Bipartisan Campaign Reform Act: 1. Akaka (D-HI) 2. Baucus (D-MT) 3. Bayh (D-IN) 4. Biden (D-DE) 5. Bingaman (D-NM) 6. Boxer (D-CA) 7. Byrd (D-WV) Smart People Hi Bill, I’m not sure I know what B.C.R.A. is, but here’s what I think: Is this McCain-Feingold?

Slide 217

Slide 217 text

Let’s Recap In general, how long should you wait before following- up? 1/6

Slide 218

Slide 218 text

Let’s Recap At least one week, and ideally two. 1/6

Slide 219

Slide 219 text

Let’s Recap Is giving a deadline to a superior appropriate? 2/6

Slide 220

Slide 220 text

Let’s Recap Yes. 2/6

Slide 221

Slide 221 text

Let’s Recap What two things should you do when C.C.ing someone? 3/6

Slide 222

Slide 222 text

Let’s Recap Acknowledge doing so and explain why. 3/6

Slide 223

Slide 223 text

Let’s Recap Smart emailers do three things when scheduling a call. 4/6

Slide 224

Slide 224 text

Let’s Recap 1. They send a calendar invite. 2. They include a phone number. 3. They specify who’s calling whom. 4/6

Slide 225

Slide 225 text

Let’s Recap What’s your favorite new auto reply? 5/6

Slide 226

Slide 226 text

Let’s Recap When asking someone to do something, what should you add? 6/6

Slide 227

Slide 227 text

Let’s Recap An explanation. 6/6

Slide 228

Slide 228 text

From To… Subject: You hi@jonathanrick.com Your Workshop on Email Writing Send