Company Email Use
Why does it matter?
• Good communication skills are essential to most roles and largely govern how successful we are individually and as a team – most people have experienced poor customer service and thought “well I’m not going back there again.”
• Good communication skills make it more likely that you’ll get the response you want or need – it’s a fact that most people will go out of their way to help someone who is nice to them but will only deliver what is necessary where someone is rude or dismissive.
Sending emails
Positives Negatives
Emails are more appropriate for long, detailed discussions where a written account can be referred to.
There is the ability to send and receive files or attachments.
The sender does not automatically receive feedback, unlike face-to-face or telephone conversations.
More time is needed to draft an email than face-toface conversations.
The sender can attach delivery and read receipts. Emails are not private – any email is potentially subject to monitoring and disclosure.
Email templates can be saved for future / repeated use.
There is no time restriction – emails can be sent at any time of the day or night.
Multiple people can be part of the email chain / conversation.
Email attachments can contain viruses.
If used improperly, genuine emails may appear as spam.
Rushed or poorly prepared emails will not show a professional reflection of the Company to external parties.
Recipients
• Recipients - Who the email is going to – do they need to know? Do they need to see all the information in the chain or only part?
• To – use when directly addressing someone or when an action is expected in response.
• CC – use for informational purposes only.
• BCC – to mask email addresses. Typical use includes emailing residents or guests to hide email contacts. Please be reminded that disclosing an external email address to another party is a breach of GDPR.
• Before including someone in a message stop and think – does this person need to be included? Why do they need to know? Do they need to see everything? Have I considered GDPR implications?
Reducing inbox clutter
• Include others on a need-to-know basis only.
• Beware of ‘reply all’ – do not use this feature unless everyone in the email chain needs your reply.
• Don’t send or forward chain emails.
• Where a conversation has been held over email between parties and you are now including an additional party or referring to someone else for their comments, do not forward the whole chain – summarise the chain for the person on a fresh email – do not expect others to spend time reading your email chains!
Subject lines
• Be clear and specific.
• An email without a subject line will either go unread or get lost.
• Can be used for searching emails.
• Avoid writing in all caps or special characters.
• If a response is needed urgently, indicate it in the subject line.
• Update the subject line as the conversation changes.
Opening • Match the formality to the tone, content and recipients of email. • Internal and external may be treated differently – consider the following: • Hello • Good morning • Hi • ‘Yo’ or ‘hey’ is generally too casual. • ‘To whom it may concern’ is too formal and
consideration.
can show a lack of
Communicating emotional information
• Email is great for facts but not for emotions – if you’re trying to convey an emotional message don’t spend time working on typing and re-wording your email or adding in emoticons – pick up the phone and call the person instead.
• Remember that jokes, sarcasm and other emotions are not easily conveyed in writing – even if you think the other person knows you well enough to know you’re being sarcastic or joking – they may not be able to tell. Be particularly careful when working with someone new as they will not know you well enough to pick up on this.
Communicating emotional information cont..
• Never hit ‘send’ whilst angry, annoyed or upset – take your time to reflect on what you want to say. Take a break from your screen (and the situation) and wherever possible, pick up the phone instead.
• Think about how you might feel receiving the email you send back.
• Remember that emails are not private – be mindful of what you say as emails can be referred to later on
• Remember that direct language can sound harsher in emails than in person.
Email content
• Keep the message focused – wordiness will cause your message to get lost in translation. For long messages, use paragraphs or number the points. • Avoid writing in italics, bold or underlining words as this can give the wrong impression to the recipient of your message.
• Proof-read your email before entering the recipients email address –this slows the process down and ensures you take the time to check your work before sending.
Email content – caution!
• In line with GDPR compliance, check the content of an email (including any trail) before sending it.
• First think:
• Have I checked this email and the trail?
• Does the recipient need to know all of this information and if so, why?
• Am I using this data in connection with the purpose for which it was gathered? If not, check if you can disclose that data or not.
• Examples of GDPR issues/breaches:
• Providing personal details where they are not necessary – check the trail.
• Password secure / encrypt sensitive documents before sending. Send the password separately.
• Think about where data is held and who has access to it – do they need access and why?
• If someone asks you for information do not just give it to them. Stop and think – should they have access to this information? Why do they need it? Am I oversharing?
The fine for a breach of GDPR is €20 million (about £17.8 million) or 4% of annual global turnover, whichever is greater. Stop,
Email content – caution!
look
before you send or share
and think
data/information.
Summary• Consider how your email may look to the recipient if you don’t open or close it appropriately – or at all.
• If you wouldn’t say it in real life, don’t put it in an email.
• Before you send a message, read it back and consider whether the recipient will fully understand what you’re telling them or asking of them – think who, what, when, where, why and how.
• Assume that everything you write is a public document.
• Consider GDPR implications at all times.