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Posts Tagged ‘email etiquette’
If you were ever a kid, you probably remember Disney’s Snow White and the Seven Dwarf’s song, Whistle While You Work. Keeping a happy attitude solved everything.
And though I truly believe that is true most of the time, there is one time that it absolutely, positively provides a false sense of confidence: Email.
Those of us who see the glass as half full, hear our own happy voices as we compose our emails. We talk our words out loud (which thrills our cubicle mates), smiling as we go (I’m doing it now!), practically singing, as we lovingly type, “Here you go,” or “Okay!” But our readers, they aren’t whistlers. And they aren’t hearing our happy tune.
Recipients don’t give writers the benefit of the doubt. (Do you or do you jump to negative conclusions, too?) Before sending your next happy missive, ask yourself: Is there any chance the reader can misunderstand my intent? How can I write this so s/he understands I’m thinking of them and not just of myself?
How’s this: Write as if you’re writing to Grumpy to keep everyone Happy.
How do you create a message that gets read? Be being strategic.
Understand readers go through 3 quick decisions when deciding how much time to allot to your message:
1. The subject line has to be meaningful to them. Keep it truthful and relevant to their needs.
2. The first line has to be meaningful to them. Write about them, not how proud, pleased or pithy you are. Tell your truth and make it about them. Answer the question they’re (silently) asking: Will reading this profit me any way?
3. “Above the fold” has to be meaningful to them. Above the fold is what they see on their screen without scrolling. Most messages should be completed by this point.
Then,
4. Have a clear, easy next step. Quickly explain to the reader why she should take it or accept it. Make it meaningful from their perspective.
5. Use your inside voice. Shouting about what you have to offer even the benefits, is old school. Don’t hype. Tell stories. Use testimonials. Link to comment sites.
6. Don’t fall in love with your words. KISS: Keep it simple and sweet is still great advice. Maybe even more important today than before.
7. Use common courtesy. Saying hi, hello or good morning is more pleasing than just starting with their name. Include a closing too. Yes, it matters.
8. If you’ve left a voice message or sent a previous email and they haven’t responded, consider not mentioning it. You’ll just remind them they’ve already blown you off. On the other hand, if you said in your voice message, I’ll follow up with an email, you have every right to show your follow-through by writing, “Hi Sophie, As promised, here is the ….”
9. End with something meaningful to them. Something meaningful to them usually isn’t something that is procedural for you. It’s poor form to write: I’ll call you Friday to see discuss the next step. It’s much better to say: I’ll call you Friday to talk about additional ideas to make your next event memorable and fun.
Try these ideas and tell me how they work for you!
More and more organizations are willing to pay hourly coaching fees to help leaders develop missing skills. I can say this, not because I’ve read the research, but because my coaching business is booming.
So what do people need to learn to stay on the fast track? They ask for stuff like grammar and sentence structure but what they really need to know is how to connect with another human being. Here are a few tips:
Say what you mean. Clearly. Leave out the history and your opinion. When you’re done writing, go back through and eliminate 20% of the words.
Be approachable. Stop talking about what you think, want or do. It’s all about the recipient. Always.
Be specific. Be certain your reader knows exactly what s/he or you will do next.
Use correct grammar. Think of how helpful a stop sign is at an intersection. It helps traffic flow. Correct grammar does the same. And if you’re sooooo busy that you don’t have time for grammar*, get someone else to write for you.
Be clear in your purpose. Before you start writing, know what your message should accomplish for you and for your reader.
Identify your “pet” phrases. We all have them. Phrases that are meaningless to the other person but we like using them. Eliminate those phrases.
Remember your reader. More than that, become your reader. Visualize them reading your message. Are you really talking with them or writing like you’re floating above them, don’t know them, aren’t one of them? It’s not about what you want to say; it’s about what you want them to identify with, grasp, do.
*No one is that busy.
What other ideas do you have to increase persuasion and productivity?
At almost every sales writing or email etiquette workshop I present someone asks me which is the best font to use. I wish I could tell you. The research is inconclusive and often contradicting so here are my thoughts and an overview of recent findings:
• Instructions written in a plain Arial font are more likely to be completed than those written in a script-like font. (University of Michigan)
• Using Century Gothic instead of Arial can save money on printer ink; about 30% less ink will be used. The University of Wisconsin-Green Bay has switched its default font on its e-mail system to save money and be more eco-friendly.
To confuse you further:
Reported in Advertising Age… Using “crealytics” (creative analytics), a group called Organic, researched customers’ responses to various fonts. They found, hold your keystroke here, that the use of serifs like in Georgia are more warm and fuzzy (really) and enjoyed by readers most, except in certain parts of the country (New Yorkers seem to likeHelvetica better).
And more: Turns out that sans-serif font may not be more legible than serifs even in design… Here is an interesting blog post about how designers enjoy keeping things “clean and bold” yet it seems clean (like Helvetica) may have lost its impact.
And whatever you do,
• don’t shout by bolding,
• don’t underline because readers confuse the underscore with a hyperlink (only hot links should be underlined)
• avoid red (even if that is your corporate color),
• stay away from blue (again because of confusion with a hot link),
• don’t use all CAPS (except when you have really good news and want to begin with CONGRATULATIONS! or YOU ROCK! or something you know will bring a smile to the recipient) and
• be thoughtful about the font you select to represent yourself.
My choice? Century Gothic. 12p font. Yours?
What are the most obnoxious things co-workers do when they email? Are you the one they talk about in the break room? Here are some pet peeves and what you can do to avoid annoying the world:
1. Thoughtless responses
If, for instance, a co-worker asks if April 1 at 1p is a convenient time to meet, please (please, please) don’t email back: No. Offer an alternative time. Be kind to them. Save yourself the back-forth that wastes time and elevates blood pressure!
If you don’t understand what they want (even if it’s because they wrote a poor email), please don’t punish them and yourself, by responding: don’t know what you want. Instead, choose an option likely to improve your relationship and your reputation. Help them. Write back something like: “Sophie, Can you clarify what you mean by “……”? Thanks!” Alternately, just pick up the phone to find out.
2. Hitting reply to all
You receive an email and you’re on a list with a million (or five) others. Don’t hit reply to all. Consider if everyone really needs to know what you think. If you’re adding substantial information – really important stuff that will save the earth or their day – go for it. Otherwise, please, be kind. Pick and choose who you’ll reply to. Yes, it takes you a second more. So what?
3. Being too brief
Brief is great goal. Just be sure you’re conveying both the intent and the content your reader needs to give you good result. When brief writing borders on blunt, be smart. Add more information to help your reader want to read and respond to you.
A way too casual message like “Here you go” when attached to a proposal is blunt (and poor selling).
A short response like “Do it” from a department manager to a staff member who wrote a very long, very detailed email asking for assistance with a business issue she was struggling with, isn’t just blunt, it’s unkind.
A brief response like “Whichever” to a co-worker’s recommendation and request for your opinion isn’t going to win friends and influence people.
You get it. In each case, productivity is harmed (particularly ironic because some people claim to keep email short to boost it). When writing in a blunt fashion, your reader wastes time trying to figure out what was intended and loses more time following-up for clarification. And if poor productivity isn’t bad enough, when email writers don’t care enough to send their very best, profits and morale also plummet.
Bottom line. Save time, increase productivity and be perceived as the professional you are by writing to show respect for your reader.
You open an email and form an opinion of the writer. Bam! It takes what… maybe a nanosecond. Whether it’s a co-worker, colleague in another division or a vendor prospecting for your business, all of us make immediate judgment calls about people – about their credibility and the value of the emessage – by the tone of the email and the way it’s written.
Email, when used right, builds relationships and expands networks. When used thoughtlessly, it can pretty much ruin a business reputation. A poorly written email doesn’t just get deleted, it can diminish productivity, destroy sales and decimate morale.
Think of it this way: Do you really want to look your worst in front of the people who matter? Even if they love you enough to overlook your lack of attention to detail (like a Sunday morning at my house), or your less-than-friendly tone, what if they forward your message to someone who doesn’t feel the love? If you aren’t going to care enough to pay attention to the details, someone else will.
Will you actually ruin your business rep if you send an email with typos? Maybe. A Nov 2009 survey of HR managers, found 57% of HR managers consider simple typos or grammatical errors “deal breakers” when hiring. Another 41% of those responding to that Society of Human Resource Managers study said typos were seen as “somewhat of a problem.” People think less of you when you don’t care if you’re sending your very worst.
Take extra effort to create a positive impression every time you write. Consider you’re applying for a job with each email. Just because you have a relationship (co-worker, boss, customer) doesn’t mean it’s okay to ignore details like grammar and spelling. (And, really, is there anything more annoying than the colleague who bolds every message, responds in all caps, or emails back “no” to your request?)
Thoughtlessly written email costs plenty. Improve your business reputation and write right!
What bothers you the most about emails you get from colleagues, co-workers and management? Tell me!
“The question used to be, ‘Is it appropriate to send holiday wishes with an email?’” says Sue Hershkowitz-Coore, sales trainer and author of How to Say It To Sell It. “With the economy the way it is, and the need to build stronger relationships more important than ever, now it’s, ‘What can I say that will make a difference?’”
Be meaningful — from their viewpoint
Hershkowitz-Coore says the most important thing to remember is to make the message meaningful to the other person. Sending a generic email saying “Wishing you a happy holiday from all of us at fill-in-the-blank” can actually backfire. She says, “Customers know this non-personal message has been copied to everyone in your database. It’s like mailing a pre-printed card that no human hand — or pen — ever touched. Meaningless!”
How exactly do you make it meaningful? Hershkowitz-Coore suggests you select something from the relationship that you can mention and make it “professionally personal.” The goal is to make the other person feel good about themselves and your relationship. “Mention how they’ve helped you or what they’ve supported about your product or idea. Talk about something they’ve accomplished that you’re sincerely proud of them for, something you accomplished together that made an impact on their company, something that touches them and reminds them that you have a successful relationship.”
No business
“Whatever you do, don’t be tempted to ask for future business in your holiday greeting,” says Hershkowitz-Coore. It’s in poor taste to pretend you’re sending a thank you when in fact, you’re creating a sales piece. The closest you can come is to say, ‘Looking forward to our paths crossing again soon,’” she says.
Sound like yourself
It’s easy to get caught up in the hype of the holiday and start “waxing philosophical” says Hershkowitz-Coore. Make your message heartfelt, conversational and concise. Don’t copy a message someone else wrote. If your company style is edgy, use that edginess in your holiday greeting too. There is no rule that says you have to be serious, she says.
Don’t sip and send
If you haven’t yet started making your email holiday list and checking it twice, don’t start it after a few glasses of egg nog. Drinking and sending email don’t ever work well together and at holiday time with its party atmosphere, that can be easy to forget. “So many of us become friends with our customers and after a few drinks, it’s easy to forget that they aren’t our best friends forever.” It’s much smarter to avoid getting carried away with your sentiments, and think of your email holiday writing just as you would any other business project.
Be political
Whether you choose Happy Holiday, Merry Christmas, Happy Chanukah or Happy Kwanza, you’re likely to offend someone. The smartest choice is the one that is most political and that is, Happy Holidays, according to Hershkowitz-Coore. Be cautious of including motivational quotes that might be offensive too.
“Keeping church (temple and mosque) separate from business is good business, even in a holiday message,” she says. Religious messages should be kept for family and friends outside of work.
Consider another holiday
If you don’t like these guidelines, send your message during another time of the year. December may be the typical time to send holiday greetings and that is exactly why Hershkowitz-Coore says it may not be the best time. “Your customers aren’t likely to be sitting at their desks checking off which of their vendors and suppliers sent cards. To stand out, send a meaningful New Year’s greeting, a Happy February note, or even a Valentine’s message. Sending an authentic message full of gratefulness and good wishes is perfect anytime of the year.”
This post is about email etiquette, how a thank you can blow up, and what to do about it.
A few days ago I did a favor – a 15 minute telephone interview for a colleague in the multi-level marketing business. Everyone is just trying to make a living these days, and I felt that if I can help her out by providing a couple of solid selling and motivation tips, I was happy to offer my time. She made it clear there was no budget but I’d be exposed to 20,000+ sales folks and she’d mention my stuff. The proverbial “win-win.”
At the end of the call, she asked me to email my street address to her. I knew that meant a token of appreciation would arrive and though totally unnecessary, I gladly gave her my address.
The box arrived this morning – a large box – and I was excited to open it to see what she sent. Inside was a yummy terry cloth robe and probably $250 or more worth of Spa type products. I was delighted, and felt quite appreciated until…
I noticed the packing slip.
Stapled to the slip was a copy of the email I had sent to her with my address:
(Thanks so much for the opportunity to talk to your <MLM> family. Here is my address…)
and the email she sent to the person in charge of shipping that said:
I need to send a thank you for an interview. How about a robe and that Spa line that we have excess of????? Or just send whatever you think… I don’t pay these folks and she normally charges so a little gift from us will be appreciated. It doesn’t have to be huge…
Ouch.
So, what do you think? Should I tell her I received her email so:
-she doesn’t ever write one like that again
-she speaks to her shipping person
-no one else feels un-thanked
Or should I just let her continue to embarrass herself?
Your comments please. What would you do?
My golf course architect husband and I were talking golf this morning. More specifically, he was talking about how he goes about his business of “finding” a golf course. He looks for a beginning and an end, he said. Where the golf course might start and where it can finish.
And as much as that may sound like a blinding flash of the obvious, over coffee, it helped me see what I may not be making obvious when I teach Email Selling Skills. That is, without a plan, without knowing why you’re writing and what you specifically want to accomplish, you’re not going to design an award winning message. Or even a good one.
How hard do you work to see the beginning and end of your email before you start writing? Do you know exactly what you want to achieve with that email before your fingers hit the keyboard? If you can’t write your action statement first, you probably haven’t found your starting ground.
And be sure you’re writing for the right reasons. Bill doesn’t design a course for himself. Though he loves playing and loves playing his course designs, he designs for that specific course’s players. He works hard at making the course appealing for the type of play that course gets… public course, resort course, private course.
It’s not about what turns you on but about what turns them on. They may be the same thing but write to get them excited. Talk to them about how successful, happy, smart, safe they’ll be because of what you offer.
The bottom line is this: If you don’t know where you’re going or what matters to them, why should they go there?
If you’re using email to prospect (and who isn’t these days?) or just to connect, consider if you’re (inadvertently) forcing them to reject your offer. Okay. Forcing may be too strong a word, but the way you communicate with them, specifically, the way you write, will either be a turn off or not. Here are 4 must-apply ideas to improve your email:
1. Plan your message. Think of it as a grocery checklist. I use an iPhone app called ShopShop to do my list. When you write, use this one:
- What do I want to accomplish with this email?
- Why am I really writing (to get them excited, give them info, motivate them to click on your website)?
- What do I want the next step to be and why they should take/accept it?
2. Write your message. Think of this as putting all the groceries (from your checklist) into your cart. Just get your message out of you, keeping in mind the goals you have.
3. Check. Reread your checklist. Did you get everything on it? Make the corrections now so that you don’t have to get home and drive back to the store (or apologize for email, send a follow-up, or lose the sale). Make sure everything is correct, before sending.
4. Apply rules of email etiquette.
•Basics: No shouting, proper punctuation to make your ideas easy to follow, correct spelling so the incorrectly spelled word doesn’t become a distraction for the reader, all questions answered so they don’t have to write you again, no BCC (you can use BCC unless the intention is to be sneaky), no needless CC or RTA, all terms defined (RTA: Reply to all)
•Advanced stuff like: Am I writing to prove them wrong? (DELETE and yes, I shouted that!), Am I being disrespectful of their time by including everything I want them to know when I don’t even know what they need to know?, Am I being too pushy appearing like I care more about the deal than about them?, Have I said stuff just once?, Have I made links easy to use and given them information they can easily access, or have I hidden my phone number (etc) in my sig line?, Have I used a 12 mile long sig line which includes my personal philosophy of life, the environment and accolades from 1999?
You want to attract more customers? Honor them. Love them. And write good email.
What am I missing? Your thoughts?
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