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Top tips from Mesmo Consultancy (and Associates) on how to save time and improve business and personal performance by ‘Taking Control of your Inbox’ and using proper business email etiquette.
Email security – where is the weakest link in your business? Cyber crime continues to dominate the press. A recent report from GCHQ says that 80% of cyber attacks could have been prevented through basic computer hygiene measures such as creating strong passwords. Meanwhile a report from Quocirca suggests that targeted cyber attacks are far more common than the average business executive might imagine. The latest National Audit Office report on cyber crime suggest that one problem is the shortage of IT and cyber security professional. But is this the only
Email security
area of skills shortage to leave businesses vulnerable to cyber attacks?
One of the easiest ways to open the door to cyber criminals is through poor email security processes. For example, opening suspicious attachments, sending confidential emails to a personal email account, including highly sensitive information in an email, setting an insecure Out Of Office message. Even, simply sending the email to the wrong Jack Jones.
Many senior executives still have their emails monitored by their PA/EA. There is nothing wrong in this practice so long as proper email governance is in place. For instance, how are confidential emails handled, what measures are in place to reduce the risk of exposing the PA/EA to information which they neither want to see nor should see (no matter how trusted they are). A survey Mesmo Consultancy conducted on email security revealed that in fact senior executives were indeed high risk takers when it comes to emailing sensitive and confidential information.
When was the last time you educated yourself and your employees in basic email security? Our surveys indicate that less than 40% of employees have ever received any email security training. Yet most organisations now spend millions on email and internet security technology. So where is the weakest link?
April’s e-briefing focused on email security and contains some top tips to reduce the risk of a cyber attack (random or targeted) through careless use of email. It is no good waiting until after a cyber attack to train your employees. That is simply bolting the stable door after the horse has bolted. It is not just the IT profession that has a skills shortage. Business users urgently need educating about how to manage the risk of cyber crime from careless use of email.
Email security is just one part of our Smart Email Management workshops and masterclasses. If you are concerned about how vulnerable you and your business is to a cyber attack through email, please contact us for a short free telephone consultation.
Tackling email overload can be a challenge. But not for some. From the e-babes ( Marsha Egan and myself), and as promised, here are fifty top tips from fifty top PAs and EAs at the recent Executive Secretary Live Conference organised by Lucy Brazier of Executive Secretary magazine.
Our thanks to all who contributed to our session on Taming the Email Tiger and to this blog with their top tips.
| “Action by, date” in the email subject line. |
| Get out of the habit of checking email every 5 min! |
| When writing an email, the last thing I fill out is the “to” or “cc” field, so in case I hit send button too early. |
| How do you send the calendar schedule as part of the email – only showing busy/free times? |
| Close the inbox to look at when you choose to – but set a ‘new item alert’ for those from the remotely working executive and train the executive! |
| Read Marsha’s book! |
| The knowledge that sending each email costs more global energy and therefore causes more environmental damage than sending a letter. (It’s because of location of server (?), power they use etc to process) makes me cut the number of emails I send. |
| To reduce ‘cc’ traffic when you have actioned emails on behalf of your director, change the subject line to include an eye catching statement such as (C have actioned P). Your boss can then just delete/move on to the next email! |
| When emailing external people: include the company’s name in the beginning of the subject line so they immediately know who they are being contacted by. |
| Colour code emails from most senior people. |
| It is easy for me to open emails which I am going to do during the day, others I stay unread for another day. Open emails help me to see information and after their end I close them. So the goal is not to have open email after work day. |
| Turn off emails that go to two places, eg yours and shared mailbox – one place = read once! |
| I indicate in subject list of the box what action I have taken or what needs doing. |
| Use categories, throw out the ones in outlook and create your own headings that relate to your role – invaluable. |
| Take an electronic day off with your day off (no email especially). |
| Delete emails which don’t have any importance. |
| Have a standard closure in your signature. |
| Using quick parts created in email, ie requesting travel arrangements, employee movements, colour code emails to identify Directors. |
| Don’t check/reply to emails out of office hours or people become to expect you to be working and contactable 24 hours a day, 7 days a week. |
| Drag emails into tasks to set deadlines. |
| Use Outlook categories when you drag and drop your inbox to action folders. So when you plan your day and it’s time to action ‘travel’ all travel emails are categorised in one place in outlook. |
| Write your email content and put the recipient name in last to avoid sending it prematurely. |
| When I check the mail I like to put the red flag and have the mail in to do list. |
| Don’t ping pong in emails for diary dates. I set up dates in doodle poll and send a link for all recipients to advise on their availability via doodle poll (www.doodle.com) |
| Put useful links either on notes, or into quick parts. Colourise inbox against your VIPs mails and use quick one click to action type of action in colour. |
| The control delete buttons so emails go completely rather than just into your deleted items. Also block sender so that goes into junk email. |
| For conferences/questions from participants: I pre-prepare std/route responses (we tend to have same Q’s all the time!) in order and then copy & paste and adjust as required. This saves a lot of time for our big meetings! |
| Turn off email notifications – has been my biggest time saver. |
| Don’t send emails outside off office hours. People read them on their smart phones and they appear ‘read’ in the computer mailboxes so they forget to respond. |
| Move your message to your task list. |
| For people working in global organisations, set up the delay send option so that your emails don’t get sent until their working hours. Also works well for people who do emails over weekend. It means that people with phones etc don’t feel the need to answer the emails in the evenings/weekends in response to their boss’s email. Also create a folder for meeting request and then set up a rule to send them all to the folder. |
| The delete button for unsolicited sales emails that do not interest me within 5 seconds. |
| Direct sorting into folders: personal/family & friends; boss, management group; newsletters |
| Colour code categories: travel required, invoices, expenses, to do, meeting set up, event, to follow |
| I’ve had my notifications turned off for a few months now – it’s been a great stress management tool. I do have a rule that my manager’s emails have a pop up notification – this allows me to prioritise his request over other actions. This works when if it’s something urgent. PS Luckily my manager has a wonderful email etiquette – so the emails form him are mostly actions, those that need to get done fairly quickly. |
| Attachments – copy and paste basic attachments into body of text – so it is easier to read as opposed to opening item up. |
| My tip is: never answer first on emails where you are in cc, but your response is required. Wait for person who is in ‘to’ field answer and then, if needed, do it yourself. Sure that the answer can hugely change! |
| Sending a networking directory excel file as a link (1) share excel workbook, then close (2) right hand click on file name on network drive and ‘create short’ (3) after shortcut created, right hand click, select send as email (4) when opened by receiver, changes can be (?) to file and can be ‘saved’ (don’t do save as). Works with Lotus Notes and can only be ?? if users and recipients have access to network drive/disc (?). Set up a rule on outlook or lotus notes that emails ‘from’ or with certain subject goes directly into a named folder, eg flight bookings. |
| I actually put emails in calendar entries to get them out of my inbox. |
| Use rules on Outlook for flyers, newsletters, travel to go to the named folder. |
| When I am chasing information for Director’s report which I have a time constraint on, I use the flag in outlook, which puts an alert in their inbox that I need the info by a certain date/time. |
| Attend a talk given by Marsha and Monica! |
| Use flags and reminders – action/discuss with boss. But keep in inbox so will continue with this but more out of inbox. |
| Switching off email notifications, meaning less distractions. Create rules – emails I’m cc’d in automatically in one folder, out-of-office go into another. |
| Use of draft box for important emails. Write, leave for a few minutes, check again before sending. |
| I’ve created a to-do-folder and put every email in, when I am going to fulfill the task I move it back to the empty inbox in order that I can see this email. |
| Print emails that need to be actioned and they can be added as a physical to do. |
| Use your OOO to manage expectations about when to expect a reply. |
| Use colour coding for email to be actioned. |
Click here ExecSecLive 2013 tips to download as a pdf.
Do you have a tip on either how to control email overload or corporate email etiquette that we have not yet published?
Tags: corporate email etiquette, email best practice, email management, email overload, Executive Secretary Live
The issue surfaces as something like …
“I invite clients to have lunch and I don’t hear back from them.” “I guess this means they really aren’t interested in getting together.”
Do you really think that’s true? Do your clients and prospects not want to talk to you? You do offer value added services that improve revenues or cut costs don’t you? Or do the services reduce risks, improve client satisfaction or improve productivity? Maybe they just make the client compliant in some way? Why would they not want to see you? Wouldn’t you see someone who could do that for you?
Now ask yourself this question. Do you have unanswered e-mails in your inbox? Email overload is a problem for most business people.
I know I do! People are very very busy. Their inboxes are full of e-mails that range from urgent/important to annoying /unimportant. Given that reality, returning your e-mail may just not be as high a priority for them as getting a response to that e-mail is to you. A different slant on your email etiquette can help.
Fortunately, there are a few things you can do to get more responses to your invitations.
1. Ask again. One or two non-responses do not make a rejection.
2. Make a call instead of e-mailing (and leave a really good voice mail if you don’t speak to them ).
3. Try at a different time of day. Their schedule may be less frantic on Friday afternoon than on Monday morning. After hours may be a better time than the middle of the day. Early better for them than late.
4. Make your invitation VERY specific. Please don’t write something like “Let’s have lunch soon,”. Much better to ask “Are you available for lunch on Monday, April 22 or Wednesday April 24.” Alternatively, give them a window of time for a phone call — the morning of the 19th or the afternoon of the 25th . If they’re not available on the dates you suggest, ask them specifically to counter with dates or times they are available.
5. Consider inviting them to something other than lunch. Lots of people tend to eat lunch at their desk. Suggest breakfast. How about dropping by their office for 15 minutes and bringing along their favorite Starbucks order? Maybe an early evening phone or Skype meeting? Connecting at a conference you both plan to attend?
Rob Biggin is the founder of Rainmaker Coaching, leaders in business coaching and mentoring to improve business performance. This was originally posted on his blog and we thank Rob for sharing it with us.
Tags: corporate email etiquette, email, email best practice, Rainmaker coaching, Rob Biggin
Executive Secretary Live 22-23 March 2013
Executive Secretary Live – a two day event for top notch Executive Assistants and PAs from around the world was launched this weekend. Delegates came from the UK, Russia, Belgium, France, Australia and the USA. It was a momentous and exciting two days. There was a mix of sessions on the soft skills such as communications and networking and the hard skills of producing a procedures manual and using Microsoft Office to save time. For those who missed the event, here is my take on the highlights.
Bonnie Low-Kramen opened the conference with a session on how crucial communications skills are if you want to be the ultimate top EA/PA. She discussed how to bridge the gap between the way different generations and personalities communicate. For me the top tips were around improving your body language.
There were two jaw dropping session from Vickie Sokolov Evans on how to exploit the power of Microsoft Office. Most of us use only 13% of the functions in Office. Yet there are another 87% which are guaranteed to save you time if only you know where they are and how to use them. The ones which set me alight were how to use the Styles function.
Why is it that some days it all goes pear shaped? One reason is often lack of clear procedures. Julie Perrin ran an excellent hands-on workshop on how to produce a Procedures Manual which will not only save your day but help those who cover for you. Having such a manual will help you stand out as an outstandingly well organised PA/EA.
Speakers and Organisers
How many of us reach a certain age and point in our career when we think can I grow any more? Eth Lloyd gave a very personal account of gaining a Masters late in life and through that experience helping others to reach for the sky.
What is it about some people that they walk into a room and can persuade people to do something? It’s all down to charisma as Susie Barron Stubley showed us. You need to create presence, power and at the same time warmth and these are skills which can be learned if you work at changing your mental state from negative to positive. Neutralize negativity was her key message for me.
This was a point which Doug Dickerson underlined in his session. Attitude and expectations are what limits most of us from becoming centers of excellence. Raise your expectations and you will be amazed at what you can achieve was what I took away from Doug and Eth’s sessions.
Laura Schwartz closed the conference with an amazing session on the power of networking and how to do it properly. The key messages for me are to research who you are meeting and identify two key people you want to meet at each event and what you want to ask them. And remember it is not about what the other person can do for you, but what you can do for them.
The ‘E-Babes’ – Marsha Egan and Monica Seeley
What was I doing at this extraordinary meeting of talented speakers and delegates? I was one half of the ‘E-Babes’. I had the enormous pleasure and honour of running an email best practice workshop with Marsha Egan of Inbox-Detox. Lucy Brazier created a first by having the two of us as leading experts on email best practice on stage at the same time and we had a lot fun thank you.
The speakers and the delegates made this the most stimulating conference I have attended for a long while. Topping it off there was a private ten course taster meal in Harrods Food Hall which included some fine wine!
If you missed this inaugural Executive Secretary LIVE event make a diary note for next year. That is if you want to expand your skills and become even more successful.
Tags: Bonnie Low-Kramen, Doug Dickerson, email best practice, Executive Secretary Live, Harrods, Julie Perrin, Laura Schwartz, Marsha Ega, Monica Seeley, Susie Barron-Stubley, Vicki Sokol Evans
Do you feel emails and social media are taking over your life? According to a University of California, Irvine and US Army Researchers, people who check their work email regularly exhibit higher states of ‘alertness’ and less focus than they do if they are cut off from email entirely.
Email overload heartbeat
Heart rate monitors were attached to computer users in a suburban office setting, while software sensors detected how often the users switched windows. People who read email, changed screens twice as often and were in a continuous “high alert” state, with more constant heart rates. Those removed from email for five days experienced more natural, variable heart rates but reported feeling isolated from on-going information.
Some suggestions to reduce these unwanted health effects could be:
Investor Harj Taggar weaned himself off email on his phone, and noticed a marked improvement in his concentration as a result. Independent research has also found that a large percentage of email adds little value to the individual’s or the organisation’s day.
When Thierry Breton, CEO and chairman of Atos, announced they would be phasing out internal email altogether, it was considered radical, but it has subsequently been shown to be a move in the right direction by Atos Consulting’s own research on workplace well-being and performance.
In one week, 300 people in Atos Consulting sent or received 85,000 messages. The majority of employees found the volume of email unmanageable and many of the messages unimportant.
One in four managers claimed to spend more than 25% of their time writing emails that add no value to their work. Simply reading these messages can swallow up 28% of time in a working day.
The research concluded – At best, they are a “productivity drain”, at worst, they result in under performance and employee disengagement.
If you can’t go that far you could try:
Email often results in mis-communication, as intonation and body language are missing from the communication. My own personal experience reinforces this and I find a quick telephone chat can enhance rapport and clarify meanings or talking directly to a colleague if they are in the same room/building is useful and may involve a little walking exercise. Email is not a substitute for basic conversation with all the nuances you get from face to face interaction.
Constantly checking emails and social media removes an individual from contact with those around them and in a one-to-one or group situation, makes friends/colleagues feel secondary to the unknown person on the end of a smart phone or tablet.
We cannot ignore 21st century communication but we CAN choose how we use it, ensuring balanced mental health and well-being.
Ann McCracken is Director of AMC2 and Vice President ISMAUK. She is author of ‘The Stress Gremlins’. This originally appeared on on www.amc2.co.uk.
If either you or anyone in your organisation is suffering with stress ask us about how our Brilliant Workshop can hep you and your staff take control of your inbox and your day.
Tags: email management training, email overload, email stress, wellbeing