Email Safety: Avoiding Emotional Injury in the Workplace “Doctor” Nikki Massaro Kauffman, I-Tech Clinic Andrew Calvin, HelpDesk First Responder, I-Tech.

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Presentation transcript:

Safety: Avoiding Emotional Injury in the Workplace “Doctor” Nikki Massaro Kauffman, I-Tech Clinic Andrew Calvin, HelpDesk First Responder, I-Tech

Words Can Hurt: Why Is Particularly Hazardous People can’t see your face or hear your voice to infer tone.

Words Can Hurt: Why is Particularly Hazardous You can’t see their reaction to adjust your message to your audience once you begin delivering it.

Words Can Hurt: Why is Particularly Hazardous A bad mood is like a self-fulfilling prophecy; sometimes people are just looking for another reason to be upset.

General Safety Tips Avoid using for confidential and/or sensitive information.

General Safety Tips Use complete sentences and proofread carefully.

General Safety Tips Be brief. (No more than 1-3 short paragraphs.)

General Safety Tips Treat like any other formal writing:  Use a salutation.  Use a closing.  Use a signature with name, title, and contact information.

Are you uncertain about whether you have the right recipient(s)? Caution: Don’t Slip on the Send Button

Do you have spelling, punctuation, or grammatical errors? Caution: Don’t Slip on the Send Button

Could your tone be misinterpreted? Caution: Don’t Slip on the Send Button

Have you forgotten your attachment or included the wrong attachment? Caution: Don’t Slip on the Send Button

Top 3 Attachment Hazards 1.Attachment was too large to be downloaded.

Top 3 Attachment Hazards 2.Attachment format was filtered or unreadable by recipients software (ex: ZIP, DOCX, etc.).

Top 3 Attachment Hazards 3.Attachment was not needed; sender could have sent link or path to shared drive.

Little Courtesies: Protecting Against Common Irritants Avoid overuse of high priority.

Little Courtesies: Protecting Against Common Irritants Don’t use read receipts.

Little Courtesies: Protecting Against Common Irritants In replies, don’t include the whole preceding message; just quote the relevant portions.

Little Courtesies: Protecting Against Common Irritants Be considerate about when you CC/BCC up the organizational hierarchy.

Little Courtesies: Protecting Against Common Irritants If you receive mail by mistake, forward it to the correct recipient, CCing sender.

Little Courtesies: Protecting Against Common Irritants It’s good practice to get the sender’s permission before forwarding a message.

Avoiding Mass Alarm: Routing Your to the Correct Recipients When sending to multiple recipients: consider who really needs to be CCed. Consider mail merge or BCC to avoid mass replies.

Avoiding Mass Alarm: Routing Your to the Correct Recipients For group discussions, consider other methods: listservs, globals, discussion forums, blogs, etc.

Avoiding Mass Alarm: Routing Your to the Correct Recipients If you receive mail by mistake, forward it to the correct recipient, CCing sender.

Avoiding Mass Alarm: Routing Your to the Correct Recipients To avoid lapses in service, consider giving out a list serv or global instead of a personal .

Avoiding Mass Alarm: Routing Your to the Correct Recipients Before replying to a message with several recipients, decide whether it is best to Reply or Reply All.

Avoiding Mass Alarm: Routing Your to the Correct Recipients Before replying to a message, be aware of whether the recipient is a listserv or global instead of an individual.

Avoiding Mass Alarm: Routing Your to the Correct Recipients Never assume your is confidential. It could be forwarded to or intercepted by anyone.

Fire Safety: How to Avoid Flames in Your Don’t use all capital letters, a.k.a. FLAMES. (People will think you are SHOUTING.)

Fire Safety: How to Avoid Flames in Your Call attention to mistakes indirectly. (Instead of “You have a typo on your Webpage”, ask “Did you mean to use ‘its’ instead of ‘it’s’ here?”)

Fire Safety: How to Avoid Flames in Your Consider using another mode of communication for criticism, grievances, etc.

Fire Safety: How to Avoid Flames in Your Use humor judiciously; be wary of irony and sarcasm. (A misunderstandings is not a laughing matter.)

Putting Out Fires: How to Respond to An Angry Assume the best intentions on the part of the sender. Don’t respond immediately; cool down first.

Putting Out Fires: How to Respond to An Angry Admit to mistakes; look into what you don’t know instead of making guesses. Place your response in drafts folder. Seek advice from colleagues.

Putting Out Fires: How to Respond to An Angry Review your response for tone, accuracy, etc. Consider using draft as notes for a meeting or phone call instead.