Steal This!

Are you and your team bombarded with emails? 

Have you even been mad after reading a text message? 

Do team members try to "cover their butts" by sending emails to too many people?  

Have you asked why people don't pick up the phone and get to the bottom of a situation?

THEN STEAL THIS DOCUMENT!

Communications Standards

Communication Hierarchy (least to most personal)

• Email, Text, Voicemail, Voice Phone Call, Video call, In-Person
• Any negative emotions must go to step 4 or higher (call or visit)(with clients or team)
• Goal is to communicate as much info as needed, but no more (our job is NOT to be professional email responders).

 Email

• When you write an email that contains a request for action, only put one name in the “TO:” box. Multiple names in the “TO:” box and no one is sure who should act on it (leading to more email).
• If you are in the “TO:” box, think carefully before replying ALL to decide if everyone needs the answer. Do not move all names to the “TO:” box when you reply.
• When asking for a decision, be sure to put a needed action item at the top of the email and use the remainder for the explanation. If possible, phrase the response in a simple “yes/no” format (come with a solution, not a problem).
• If someone needs to be communicated info, but not to act on it, put them in the “CC:” box.
• If an entire email is informational, with no action needed by anyone, put “FYI” in the subject.
• Emails should be short and to the point. Be clear and concise.
• When someone sends a question to a distribution list, think twice before you REPLY ALL. Usually, only one person needs the answer to the question.
• Don’t send a message without a subject (it makes it difficult to find when searching). Also, make the subject clear and informative about what you need and when you need it.
• If someone sends you an email request, reply to them within 24 hours.
• If you send someone an email request, and they reply that the task is complete, it is not necessary to reply with “Thanks”. We are all thankful for the completed task.
• Use “BCC:” carefully (if at all).

 Email Reminders

• All email sent to/from your company address is company property.
• Don’t use your company email address for personal business or illegal/illicit purposes.
• If you’re away, be sure to turn on your Outlook “Out of Office” and set phone to “Away.”
• 24-hour response to all company email is requested if you’re not on vacation.
• Read and reread your email for grammar and to avoid sending something you will later regret. If you’re angry, don’t send the message.  ChatGPT is your friend.
• Tone can’t be conveyed in email. If in doubt, CALL, DON’T EMAIL (internally or externally).

 In-Person and Phone

• Engage in conversation give-and-take. Don’t do all the talking.
• Be aware of your body language. Are you open and inviting?  Be nice.  People can hear your smile.
• Ask them if you’re interrupting and if now is a good time. If not, schedule another time (don’t be a distraction).
• If working on a project with someone, stay in close communication and provide frequent updates (internally and externally).
• Build trust by following through on the things you say you’ll do. If you know that you won’t meet a deadline, give your colleague as much advance notice as possible and come prepared with a proposed solution or new deadline. 

Ryan Giles