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To: STC-PMC Members

Subject: Writing Better E-mails

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Take e-mail writing seriously

Despite ease and informality of preparing e-mails, need to always be professional

Consider e-mails formal documents Don’t assume privacy

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E-mails may be official records

Does the substance of the e-mail relate to your company / your business?

Does the e-mail explain, justify, or document an action or decision?

Do you need to take an official action? Will the e-mail be released outside your

organization?

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E-mails may be subject to e-discovery

E-discovery is any process in which electronic data is sought and obtained with the intent of using it as evidence in a civil or criminal case.

It can be court ordered. It can result in an e-mail being released

outside your company even if not intended. It can be done on your computer or through

your company’s network.

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Is this e-mail necessary?

Does this need to be put in writing? Could you just pick up the phone or visit

the person? How urgent is it? Is it too complicated for an e-mail? Is it too “delicate” for an e-mail? Are you sending out too many e-mails?

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Know your objective before writing

Why are you writing this e-mail?

What exactly do you want this e-mail to accomplish?

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Basically three types of business e-mails

Ones that provide information “I’ll provide the report by Monday.”

Ones that request information “What action do you think we should take?”

Ones that request action “Please approve the report by Monday.”

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Consider the audience

What is the relationship between the writer and audience? Boss to subordinate? Subordinate to boss? Someone in the company? The public? A client?

Is the audience general or specific?

Are you using the correct name (spelling)?

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Subject line: Make it powerful

Grab attention Make recipient want to open your e-mail Set accurate expectations (be honest) Keep it short Use a sufficiently descriptive subject line

that makes it easier to find later. Should subject line be entire message?

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Subject lines – Examples

Ineffective BetterDatabase Meeting Feb. 28 to discuss

database problems

When do you think we should hold the meeting? Wednesday? Thursday? Next Week?

Meeting time needs to be scheduled.

Employee association event underway

The pretzels are here!

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Keep your message short

Try to keep on one screen Minimize the need to scroll Messages longer than one screen

often aren’t read right away, if at all. Keep paragraphs short – 3-4 lines Have space between paragraphs Consider Blackberry users

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Get right to the point

State purpose in first (topic) sentence (action needed, FYI, etc.)

Make it clear exactly what recipient needs to do

Don’t assume recipient will read entire message (provide background last)

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Getting to the point – Ineffective example

Subject: Please Send Used EPA Documents

“Once again, as the end of the year approaches, the number of retirement announcements increases. Not only will our colleagues be missed for their company, but also for their experience and knowledge. In an effort to preserve as much of the latter as possible, our documents office welcomes donations of EPA reports, guidance documents, directives, and other work products as office and cubicles are cleared.”

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Getting to the point – Better example

Subject: Please Send Used EPA Documents

“Retiring soon? If so, please consider donating your EPA reports, guidance documents, directives, and other work products to the documents office as you clear your office or cubicle.”

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Clearly identify responsible parties: Who must do what

Be as specific as possible Provide enough information to avoid

back-and-forth e-mails Avoid improper actions, duplications,

and “dropped balls” Use active voice

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Clearly identifying – Examples

Ineffective example “The procedure needs to be written by Friday.”

Better example “Please write the procedure by Friday.”

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Use newspaper 5 “W” principles

Who What Where When Why How

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Edit and proofread carefully

Reread your message before sending Edit for both language and content May want to print out and read hard

copy before sending Use “spell-check” but don’t rely

completely on it

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Don’t be confrontational

Avoid creating an adversarial relationship Be polite – say “please” and “thank you” Calm down before responding to

confrontational or offensive messages When in doubt, ask a colleague to review

before sending

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DON’T USE ALL CAPITALS! (Also, minimize underlining, bold-face,

italics, and exclamation points!!!!!!!)

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Avoid “cute” artwork

Can be annoying and distracting Can take up a lot of network space May overload recipients’ mailboxes

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Use attachments wisely

Primarily use attachment to transmit a formal, separate document

Consider cutting and pasting pertinent information into e-mail

Omit attachment from replies to the original transmission unless needed

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Always be professional, courteous, and respectful

E-mails should: Be written in a professional manner Reflect well on your company and its values Accurately state the facts Only express opinions if qualified to do so Consider how others “read” what you write

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Contact Information

Gary SternbergPublications CoordinatorU.S. Environmental Protection AgencyOffice of Inspector General1650 Arch Street, 3rd FloorPhiladelphia, PA 19103215-814-5631sternberg.gary@epa.gov