s USING S AS COMMUNICATION CHANNEL
What comes to mind when you hear the word ‘ ’
Background 300 Billion s are sent every day 80% are spam Average office worker spends about 30% of his word day on e- mails 64% of people say they open the because of subject line s are not informal of unofficial!
Three steps in writing s PlanComposeRevise
Common mistakes Mechanical mistakes Not reader-friendly Negative/offensive tone Sent to wrong people
5 Things to consider 1. Is the best method of communication? 2. Who should receive the information 3. When should you send the ? 4. What is the purpose of the ? 5. What is the best way to present the information?
Business Communication PlanComposeRevise
Effective is sent… At the right time To the right people
Effective has a clear… Purpose The reader knows what he/she is expected to do Subject Clear and specific subject line Introduction First or second sentence indicates the purpose
Effective Business Communication is… Reader-friendly Body is well-organized Free of errors Proof-read and with attachments
ing the right people
Using lists Make sure that every single person on the list is meant to receive your ! Possible reactions of sending to the wrong person Surprise Awkwardness Embarrassment
Example of misusing list: UK company Aviva sent an e- mail about being fired to all 1,300 employees
Concerns of sending to multiple people Sending to wrong recipient Replying all unnecessarily Forwarding sensitive information
Sending at the right time
When do you think is the best time to send an ?
Factors to consider Prime time for varies among companies Ask your clients the time they prefer to receive Send at the time your readers need the information should never be the channel for giving bad news Avoid rumors by sharing information at the right time
The right time = Maximum value to readers
Using the right tone
What does tone mean? Examples of things that can be communicated: Humor Sincerity Sarcasm seriousness
Consequences of wrong tone Misunderstanding Hurt feelings Lost accounts Anger
How reader analyze tone in s 1. Readers will analyze their relationship with the writer 2. Readers will analyze the e- mail wording and formatting Don’t use all capitals Don’t bold words Don’t use excessive punctuation
Examples of inappropriate tone WHEN will you have the report ready??? You need to stop by my office IMMEDIATELY!!!!
When composing an 1. Analyze your tone 2. Read your message aloud 3. Use appropriate wording and formatting