General Advice
– call out action items, names and due dates in bold and/or color and keep them up top
– don’t over use formatting techniques because they may be seen as aggressive
– stay away from red unless it’s super urgent
– stay away from blue unless it’s a link
–Separate each thought into its own paragraph/section and make use of lists whenever possible
Email Tone
Know your audience
– not just about standard etiquette: be aware of recipients personality and values
– ensure the right message is being communicated in the right way so that nothing is misconstrued or lost in translation
– adapt your tone as you get to know your clients/teams
Brevity vs. Detail
– Important to be efficient. Too short of a message may come off as rude/inadequate but too much detail may cause your reader to lose patience
Facts vs. Fluff
– Too many facts without fluff can cause the reader to feel disconnected but too much fluff could cause the message to be lost
Email Content
– each email should have a goal or intended outcome after its received
– important not only that this goal is clear to the recipient but also actionable
– content is directly relevant to the subject line
– focus on one point per email – don’t get tangled up with too many emails
– Ask direct questions to demonstrate you expect a reply
– Include a clear call to action before closure (“Please make sure to provide feedback by …)
Provide Accuracy and Evidence
– An email is a written record: exaggerated or untruthful information can be used against you.
– Always make sure to provide relevant evidence/examples
– Reference a past email in the thread or shared document which reiterates your point
– always provide the WHY behind an idea and examples of how something has worked in the past
– Trying to get the client to make a quick decision? Provide them with yes/no options
Email Cadence
– Consider your response time
– Respond according to urgency, especially with clients
– A quick response is more likely to elicit a quick response back
– Unable to respond right away? Send a quick email to acknowledge receipt and provide a timeframe for when you’ll reply
– Less Urgent? Occasionally hold off on an immediate response ( or responses over the weekend) so client doesn’t view you as disposable at all times and take advantage
– Keep balanced for your own sake
Tips and Tricks
- Proofread 3X
- always gut check. Did you remember to hit “reply all”
- Wait to fill in the address line until after you have drafted and proofread the email to avoid accidentally hitting send too soon and to ensure you’ve included all/only appropriate recipients
- The time of day you send matters. Instead of sending EOD, leave an email in drafts and send it first thing in the AM
For Your Consideration
- There is always a chance your email will be forwarded
- Double check attachments and links
- Insert images/ objects for reference directly into the body of email (when space allows) so recipient isn’t required to open separate attachment or misses content entirely
- Email thread is getting too long confusing or diverging? Send a fresh email or hop on a call
Slack Etiquette 101
- Slack style is key: read through previous messages in a thread to get a sense for people’s communication style
- Emojis (in moderation) are okay. Slack is more conversational than email and emojis can better emphasize tone
- Keep messages concise and purposeful on public channels
- Be direct(@Someone) so questions/action items are not missed
- Did you know you can mention @here instead of @channel to grab the attention only of the people who are currently active in the channel? @channel is better for major announcements and emergencies.
- Keep chatter off of announcements. This is only for company wide info. Save fun/interesting topics and conversations for other channels
Email vs Slack vs Face To Face
Slack
– quick questions or announcements that have time sensitivity
– Call to action or reminders for specific groups
Email
– Metier info, important documents and details to be kept on file (vs. searched through)
– Client related actions and follow-ups ( even if clients are on Slack)
Face-to-Face (phone,, hangouts, in person)
– Too much back and forth over slack/email, conversation gets heated or confusing
– Hash out important issues with better understanding of tone in an efficient way
Author: Madelyn Tavarez
Madelyn Tavarez 