This talk is about effective communication in emails€¦ · This talk is about effective communication in emails Offer you some help. 5/14/2019 2 According to research by the Radicati

5/14/2019

1

This talk is about

effective communication

in emails

Offer you some help

5/14/2019

2

According to research by the

Radicati Group, Inc., business

email users received and sent an

average of 121 emails each day in

2014. That’s more than 44,000

emails per year.

Do these work?

----- Original Message -----

To: karen

Sent: Friday, June 10, 2011 5:01 AM

Subject: RE: Fwd: BUS.WORKSHOP

What a terrific course held last Monday, just to let you know I implemented the email strategy to one of our clients which I had problems in the past contacting, With in 1 hour I had a response and closed a job for $3000.00 to be done asap.

Thanks once again.

Thank you

mailto:[email protected]

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Hi Karen,

I was at the x conference.

Used the non-blah blah style yesterday with new client. Got a reply in 12 minutes and set up two telephone interviews for the same night.

He, the CEO, called me today and said he liked my email style of reminding him he had people to call.

The Meehan Group

1138 Kingswood Drive

Evansville, IN 47715

From: Lisa Schmidt

Sent: Monday, December 03, 2012 8:36 AM

To: [email protected]

Subject: FW: Danielle - request the favor of a reply

IT WORKED! This was my third attempt at reaching this girl and she responded within 12 minutes! Thanks Karen

Lisa

From: Danielle L.


To: Lisa Schmidt

Subject: RE: Danielle - request the favor of a reply

Hi Lisa,

We are under contract with AVMG for our 2013 meeting. I will certainly reach out when we do go out to bid.

Thanks for your interest. Have a wonderful holiday season.

~ Danielle

From: Lisa


To: Danielle

Subject: Danielle - request the favor of a reply

Good morning Danielle,

We are interested in being considered for your 2013 Annual Conference. Can you kindly tell me when you will be putting out your

RFP?

We have numerous associations that we work with, and they find our Association Loyalty Program a valuable package. I would love to

set up a conference call to discuss the value it could bring to your association.

What are we covering today?

• subject lines of individual emails and

text/content of emails

• how to get someone to open, read and reply,

your email

• Identify key buzz words to grab the receiver’s

attention



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Who’s here?

Examples of most

common types/topics of

emails you send/receive?

The Second City

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Skipping slides…

People need more than

motivation to change.

They also need ability.

“How to Have Influence”, MIT Sloan Management

Review, Fall 2008

Karen remember mention re:

dates of sample emails

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It might seem like I’m getting into

minutae here, however I ask you to

trust my research for the length of the

program. If you have questions on

“What is the reason for that?” I

welcome those questions after the

program. I want to focus our time on

giving you as many tips as possible

on EXACTLY WHAT TO DO regarding

wording and punctuation.

1. in the subject line put the

person’s name followed by

dash and short subject:

“Tom – update?”

Pique interest…

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Induce guilt…

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Requires action…

2. if you have less than three

questions in the email – put

that in the subject line:

“Tom – two questions”

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From: Karen E. Purves

Sent: Wednesday, October 22, 2008 2:31 PM

Subject: Bob - two quick questions

Hi Bob,

In planning for my brief into to your staff next Tuesday at 10am, kindly let me

know:

1) what content would you like me to cover?

2) are there any materials I should bring if everything is available on the

website?

See you then!

Karen E. Purves, M.A.

innovative impact

452 E. Silverado Ranch Blvd., PMB # 238

Las Vegas NV 89183-6207 USA

ph: 702-260-6842

fax: 702-260-6967

email: [email protected]

web: www.innovativeimpact.com/facil.htm

3.use a question mark

whenever possible in the

subject line: “Tom – meeting?”


Sent: Wednesday, December 10, 2008 2:53 PM

Subject: Mike - '10 conference updates?

Mike,

I wanted to touch base with one question - I know you mentioned

that Dr. Iverson would be beginning planning for the '10 Star of the

North Conference this fall. Can you kindly share what I can submit

to be considered as a speaker for this event?

I just want to make sure he has updated information from when I

presented several years ago.

Thank you! (emails below)

Karen Purves



http://www.innovativeimpact.com/facil.htm


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4. when you are in the text of

the email and asking two or

more questions pull them out of

the text:

1)

2)

3)


Sent: Wednesday, September 03, 2008 5:40 PM

Subject: Amanda - details for 8/21/08

Hi Amanda,

I would like to confirm details regarding m program on 8/21 for the Diversity

Conference (most points require a one word answer). If any of these

suggestions create a problem for you, please call me and we will find a

satisfactory alternative:

1) You would like me to do my "19 words" program from 8-9:30am and 10-

11:30am, correct?

2) What is the exact location/building/room number/floor where I will be

presenting?

3) Will someone be doing my intro? If so, who should I email that to?

4) You estimate approximately 35 attendees per session, correct?

5) May I have evaluations/tent cards, brochures and cd's available?

6) You will have an overhead projector (for transparencies) and screen as well

as wireless lavaliere microphone, correct?

Thank you!

5. put a question mark at the

end of a paragraph (if it

makes sense)


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Sent: Friday, December 05, 2008 4:38 PM

Subject: Sebastien - quick question

Sebastien,

Thank you for attending my "19 words" session at MPI Montreal Convivium. I

hope you found the session useful! You mentioned on the evaluation form my

content and style may be a good fit for your colleagues. Can you kindly

suggest any information to follow up on that?

Thank you for your help!


innovative impact

452 E. Silverado Ranch Blvd., # 238


ph: 702-260-6842

fax: 702-260-6967



Hi Jeff,

I wanted to touch base (per your email below) to schedule a time to talk. What are good days and times for you in the next few weeks?

Later in the day tends to be better for me.

Thank you!

Karen Purves

Grammatically incorrect…

6. instead of making a

statement: “I look forward to

our next step” turn it into a

question “What do you

suggest as a next step?”




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Sent: Wednesday, December 10, 2008 3:01 PM

Subject: LeAnn - AzHHA 2009 Annual Leadership Conference

LeAnn,

I am interested in being considered as a speaker at your AzHHA

2009 Annual Leadership Conference. Can you kindly suggest a

next step for considering me as a speaker for that event?


innovative impact



ph: 702-260-6842

fax: 702-260-6967



7. if someone has not been

responding to two emails you

have sent, then on the 3rd

attempt, put in the subject line: “Tom – request the courtesy of a

reply”


Sent: Monday, December 08, 2008 3:31 PM

Subject: Erika - request the courtesy of a reply

Erika,

I am interested in being considered as a keynote/workshop

speaker at your 2009 CEMA Summit. Do you have a date and

location selected? Also, can you kindly suggest a next step for

considering me as a speaker for that event?


innovative impact



ph: 702-260-6842

fax: 702-260-6967









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8. if the person does reply to

your email using these methods,

unless they specifically ask you

to, do not call them – reply with

another email

9.if they do reply to your email,

match their greeting in your reply

(e.g. if they say “Hi Karen-“ use

the exact same wording and

dash “Hi Jim-“ or just “Karen:”

then use “Jim:”

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From: Karen E. Purves [mailto:[email protected]]

Sent: December 3, 2007 3:40 PM

Subject: Re: Lawrence - inquiry

Hi Lawrence,

Thank you for the follow up…

Regards,

Karen Purves

______________________________________________________________________________

To: Karen E. Purves

Sent: Sunday, December 02, 2007 1:05 PM

Subject: RE: Lawrence - inquiry

Hi Karen,

If you could send me a Biography ….

Regards,

______________________________________________________________________________


Sent: November 27, 2007 6:44 PM

Subject: Lawrence - inquiry

Lawrence,

I recently spoke at….

Hi, Karen Purves! Thanks for inquiring about South Carolina's Governor's Conference on Tourism & Travel. Our speaker list is complete for the 2010 conference and we are not able to accept additional speakers. The process will begin again in April 2010, at which time we're more than happy to consider your great programs again. Thank you for getting in touch with us!

Director, Public Relations & Information

SCPRT

1205 Pendleton Street

Columbia, SC 29201

803-734-1779

803-467-0202


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Fwd:

• 10.5 People almost never read an email

that has Fwd: in the subject line, so I

recommend rarely using it if you really

want the person to read the email.

• If you insist on using it, add the person’s

name in front Tom – Fwd: Hawaiian

airline…

Cc:• People are significantly less likely to respond to

an email if there is anyone in the cc line –whether it’s the person you are sending it to, or the cc person.

• Solution: whenever possible, split the emails up and send the same email to two people individually (or 5 or 7 people…)

• This also gets you out of the “reply all” overuse/”blast all”

11. almost never use the priority

(!) sending option for emails. I

send nearly 7,000 emails a year

with over a 90% response rate

and only use this about 5 times a

year – save it for truly urgent/

emergency emails

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African elephant, Botswana

12. When saying

something “negative” in

an email, do not use the

word YOU

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To: 'Karen E. Purves'

Sent: Thursday, April 02, 2009 10:56 AM

Subject: RE: - speaker referral

You didn’t make the cut for the 2

sessions in 2009…

President & CEO

13. “Magic” 4-letter word to

get a reply on just about

anything, particularly warm

and cold lead emails:

Audrey – help?


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16. Closing:

Best or Best wishes

17. Friend who

recommended you?

1st two words in text

of email (not subject line)

Larry,

Ralph Witsell at RSCVA suggested I contact you. I'm interested in being considered as a speaker at our '10 Governor's Conference on Tourism in December in my home state. I've offered keynotes for the Arkansas and Oklahoma Governor's Conference on Tourism with rave reviews. Can you kindly suggest a next step to consider me as a speaker for your event?

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18. “rave reviews” termLarry,

Ralph Witsell at RSCVA suggested I contact you. I'm interested in being considered as a speaker at our '10 Governor's Conference on Tourism in December in my home state. I've offered keynotes for the Arkansas and Oklahoma Governor's Conference on Tourism with rave reviews. Can you kindly suggest a next step to consider me as a speaker for your event?

19. better to respond

than not, even if really

late

21. Watch the phrase “I have no

idea” – you usually do have SOME

idea – budget ballpark, time

frames, etc.

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To: Karen E. Purves

Sent: Tuesday, April 07, 2009 3:57 PM

Subject: RE: Lee - details for 4/21

Approximately how many attendees do you

estimate at the session, 100? I have no

idea. I think 100 is a good beginning.

Member Services Manager

World Service Office

USA

22. Watch out for

inadvertently giving

commands

• From: SCORE 5/4/17

• To: [email protected]

• Subject: Attend the Innovation Awards

• ----------------------

• From: SCORE 5/4/17


• Subject: Learn What No One Told You,

You Needed to Know About Marketing

Your Small Business


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• From: Kohl’s


• Date: 5/31/15

• Subject: Tell us about your recent call

Two no-no’s in one subject line:

From: American Airlines AAdvantage

Program

Sent: Tuesday, February 28, 2012 12:04 PM


Subject: Please Vote For AAdvantage!

Two more no no’s on one line:

From: Frontier Airlines

Sent: Thursday, May 10, 2012 2:04 AM


Subject: KAREN, Check Out Your Mileage

Statement






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Subject line tip

An easy tip is, use words that would be

prefaced by “Are you…”:

• Interested in VIP treatment?

• Tired of the negative economy talk?

• Stressed from staff complaints?

• Thinking about refinancing?

Good one:

From: Jill Leimbach

Sent: Wednesday, April 11, 2012 12:09 PM

To: Jill Leimbach

Subject: Coming to Dallas?

Email example:



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Practice – yay or boo

• Join x And Earn Bonus y

• Cowboys Group & Party Areas

• Group Savings at x

• Find x for less

23. Font:

• Arial

• 10pt

• Navy blue

26. How to follow up with a “maybe”

Elicia,

Thanks for the follow up. (1)Would you suggest I follow up at some point to touch base about '11 planning, or just wait to hear from you if there's a fit?

(2) If you suggest I follow up, kindly let me know a time frame.

(3) I'll follow your lead!

Karen Purves


To: Karen E. Purves

Sent: Wednesday, March 31, 2010 5:01 AM

Subject: RE: Elicia - speakers?

Karen,

Thanks for your interest in our meeting. We’ve already booked our keynote, endnote and breakout speakers for 2010. Will keep you in mind for a future meeting.


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To: Karen E. Purves, M.A.

Sent: Monday, March 14, 2011 5:05 PM

Subject: RE: Deb - next step?

December of this year would be great.

--------------------------------------------------------------------------------

From: Karen E. Purves, M.A. <[email protected]


Subject: Re: Deb - next step?

Hi Paula, yes, I was inquiring about '12, so I'm glad you have my info. I usually update my programs around mid-year. Is there a month you'd suggest I follow up, or should I wait to hear from you if there's a potential fit? If you suggest I follow up, kindly let me know a time frame.

I'll follow your lead!

Karen Purves




Subject: RE: Deb - next step?

Hi Karen, I was forwarded all the email messages pertaining to your speaking opportunity from 2010. Our 2011 conference is already completely booked with speakers. I will keep your information handy for 2012. I have overseen this conference for 12 years and I generally have all planning completed by the beginning of March of each year.

Best Wishes,

Paula

From:

Sent: Friday, February 08, 2019 7:42 AM


Subject: RE: Sarah - spring meeting?

I’m thinking a year out. Which means you better set a reminder to reach out to me.

From: [email protected] <[email protected]> Sent: Thursday, February 7, 2019 10:09 PMTo:Subject: Re: Sarah - spring meeting?

I appreciate your prompt follow up. I’m sorry to hear that is the case. Would you suggest I follow up at a certain time, or just wait to hear from you if there is a potential fit?

If you suggest I follow up, kindly let me know a time frame.

I’ll follow your lead!

Best,


From: Sent: Thursday, February 07, 2019 7:02 PM


Subject: Re: Sarah - spring meeting?

We aren't going to have a spring meeting this year. It seems that the brand has taken away our ability to plan meetings lately. it's a shame because your training would really benefit our membership.

Best Western Inn

“Let”

• Check your ego at the door

• “Let” lets the other person

be “right” and/or you choose

to be “wrong”

• Still a “command” verb



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27. “news”Reply:

No news means “no new news.” I love hearing from you. I am glad you keep checking. Please do not hesitate to check in from time to time. Nice to hear from you.

{potential client}

From: Karen E. Purves, M.A. [mailto:[email protected]] Sent: Friday, July 15, 2011 10:54 PMSubject: Diane - news?

Hi Diane,

You mentioned (in email) below to stay in touch regarding any updates on speaker selection for your '12 event in St. Louis. Any new news to share?

I wasn't sure if no news meant "no new news" or "no thank you". I look forward to hearing from you when time permits!

28. “thumbs”----- Original Message -----


Sent: Friday, July 15, 2011 9:24 AM

Subject: Re: Rod - changes?

Hi Karen,

Thumbs Middle -- nothing to report at this time. Thanks again for keeping in touch.

Rod

On Thu, Jul 14, 2011 at 7:43 PM, Karen E. Purves, M.A. <[email protected] wrote:

Hi Rod,

I wanted to just touch base and say hello. Is the timing any better now for considering me as a speaker? Thumbs up? Down? Middle?

I look forward to an update when time permits! (emails below)

29. Survey

Subject line: “Joanne – 3

minute help?”



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Sample Survey questions• How are you responding to _____?

• Is _____ a problem here?

• What challenges do you have with _____?

• How often are _____?

• Is there an area where _____ could be improved?

• How satisfied are you with _____?

• Where does the process tend to break down?

• What difficulties have you had with…?

• How are you handling…?

• What is it about ________ that you are not satisfied with?

• Are you having any other difficulties with…?

• Tell me more about your challenges with…

30. Feedback/opinion

Subject line: “Joanne – 2

cents?”

31. Mass emails

Subject line:

• Question mark in subject line

• Think from recipients’ perspective, not yours

• Don’t use verb (“Attend our…)

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Mass emails

• Beginning of text:

• Your recommendations and support will

help…

• I/we invite your involvement in the…

• You can help shape things by….

• Your expertise can make a huge difference

here.

32. Newsletters

1) question mark in subject line

2) BRIEF content (< 1 page)

3) call to action without using

verb

33. Mirror content –

do some blah blahing

if s/he does

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What is she saying?

Sent: Thursday, January 07, 2010 6:38 AM

Subject: RE: Karen - update?

Karen,

Well, it’s not good news... our budgets got crunched again this year and we are barely squeezing by unfortunately to do our tradeshows. I don’t even think we are going to have our face-to-face managers meeting. I’m so disappointed, but hopefully, when the economy really does recover things will be better and we can do more amazing things-like have you in to speak to us! I’m so sorry!

Sr. Marketing Manager

Ralph Miller, PhD, Statistics Professor at CGU (w/wife Nan)

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34.Omit PLEASE – leave

it out, or replace with

kindly

37. Keep paragraphs

as short as possible

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Sent: Wednesday, October 15, 2008 4:56AM

Subject: RE: '09 Annual Conference inquiry

No

------------------------------------------------------------------------------------------


Sent: Tuesday, October 14, 2008 6:26 PM

Subject: Kirk - '09 Annual Conference updates??

I wanted to drop you a note and see - do you have any updates on how I can bring value

to your Annual Conference? (emails below)

Karen Purves

-----------------------------------------------------------------------------------------------------


Sent: Monday, July 14, 2008 6:01 PM

Subject: RE: '09 Annual Conference inquiry

We are still working on the focus of the next Annual Conference, so we are not in the

position to select speakers as yet.

President

38. USE contractions like

don’t or I’m

only use the uncontracted

form for emphasis – did not, I

am



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40. Use brief phrases like “on

the run” or “racing to meeting” or “on

vacation” or “more to follow” to get

back to someone to

acknowledge email even if

you don’t have an answer to

a question

From: [email protected]

Sent: Thursday, December 13, 2012 2:33 PM


Subject: Stacey - still waiting...

Hi – Just wanted you to know I’m still waiting to

hear on timing for your program. You’re at the

top of mind.



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got this talk

Her reply:

Great to hear from you

On vacation so will jump on this next week

The cte meets on June 10

More after that

Thx again for reaching out

J

Testing two new points

• Testing not have :re in subject line when

the person hasn’t responded two times

• Put full name signature when person not

responding

5/14/2019

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New one

If you emailed “Help – please?” in subject

line because you didn’t know name, then

Gus writes back, change subject line to re:

Gus – help? When you respond

Questions answered

1) With the email inquiries should we "click"

onto REPLY to the contacts email or start a

fresh email? Click Reply – keep trail of

emails

2) If the inquiry email includes a contact

telephone number should we email or call?

Email – use the form of contact that

person chose with you (they emailed you,

you email back; if they call you, you call

back)

Before I close, feel free to

fill out the

purple coach entry form

to be entered into the

drawing.

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“It takes 64 seconds to retrieve your

train of thought after interruption

by e-mail, one study shows. That

means if you check your in-box

every 5 minutes, you waste 8.5

hours a week.”

Source: Thomas Jackson, PhD, Loughborough

University

Me and Billy Artemenko, 1977

Billy Artemenko, 2008

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Leaving Gram’s ~1977

Documents

This talk is about effective communication in emails€¦ · This talk is about effective communication in emails Offer you some help. 5/14/2019 2 According to research by the Radicati