1. <no subject> and Other Poor Communication Choices
Student Affairs Conference
Shawna McMahon, PhD
May 31, 2017
12:30 to 1:20 pm
Student Commons 1600
Invited to give this presentation because I work with so many different people (faculty, staff, students, leadership) as well as span two campuses.
My pronouns are she, her, hers but I am practicing using they, them, theirs in my presentations to be more inclusive; please forgive me if I stumble.
Fundamental assumption in this presentation is that the vast majority of the communication that we do internally is via .
Today’s format: look at examples of poor communication choices, discuss why they aren’t the best choice and how we could do better
Names have been changed but many of the samples are real

3. Email Subjects Use descriptive & meaningful subjects From: A colleague
To: Shawna McMahon
Date: Not so long ago…
Subject: <no subject>
Subjects
Message: nothing but an [important] attachment
Message: Does the Graduate School provide funding/incentives for recruiting URM students?
Message: Shawna, what is the official maximum time line for students who have defended their PhD thesis to respond to committee’s conditions?
Message: Dr. So-and-So was happy to take over as Chair of the Admissions Committee.
Message: I noticed that my class schedule for this semester doesn't show me being registered for my independent study credit that was on my special processing form I submitted.
In looking for examples for this slide, I searched my for “No subject” and a lot of what came up was Spam Quarantine Notifications. Is that where you want your to go?
Why frustrating?
Not searchable
No idea what message is about until you open it – triage/priority
So many different kinds of messages!
Use descriptive & meaningful subjects

4. From: Joe Student
To: Riley, the student’s program administrator (and forwarded to me)
Date: Last summer
Subject: URGENT!!!
Hey Riley,
Do we have dean's list? I need to know for my activities for AMCAS.  I need to know ASAP because I have to submit it in less than a week!
Have a great summer!
Best,
Joe Student
University of Colorado Denver|Anschutz MS Program Class of 2017
University of Manitoba Class of 2014
(204)
Subjects
Use “Urgent” and “Time Sensitive” sparingly and appropriately

5. Email Signatures Include a richly detailed email signature Useful…
Not so useful…
=+= Shawna McMahon, Ph.D.
Assistant Dean, Graduate School University of Colorado Anschutz Medical Campus Phone:
Academic Office 1 Suite 1503 | Mail Stop C296
12631 E. 17th Ave. | Aurora, CO | 80045
Sent from my iPhone Dave
Consider adding…
Your pronouns Your work days/hours (if not standard) Upcoming vacation/time away
Include a richly detailed signature

6. Insufficient Information
From: graduateadmissions Sent: Wednesday, January 25, 2015 To: Graduate, School
Subject: FW: Application status
From: Student, Jane Sent: Wednesday, January 25, 2015 To: graduateadmissions Subject: Application status
Hello-
I am ing to check on the status of two applications to programs at UC Denver AMC.  I am wondering when I can expect to hear back about my applications.
Thank you,
Jane Student
Professional Research Assistant
McMahon Lab – Department of Soil Science
University of Colorado Anschutz Medical Campus
12801 E. 17th Avenue
RC1S 10345  Mail Stop C296
Aurora, CO |
Insufficient Information
Include important details like identifying information, s & screencaptures

7. Length

8. From: Shawna McMahon
To: Joe Student
Sent: Tuesday
Subject: Time Sensitive: Are you planning to attend commencement?
Hi Joe,
I'm so excited to see you graduate this semester. Are you planning to attend commencement? The registration closes on Thursday. Here is the link if you are (and please let me know as I need to figure out who will walk in the ceremony).
Best,
Shawna
Effective Strategies
Include a link (even if you *know* they should be able to get it themselves)

9. Effective Strategies Highlight key messages Start with thank you
From: Shawna McMahon
To: Jane Student
Subject: Important! You may not graduate this semester!
I've noticed paperwork coming through my office that indicates your defense is coming up and that you intend to graduate this semester. However, it appears that you did not apply to graduate in UCDAccess, which is a very important administrative step required to receive your degree in a given semester…
Best,
Dr. McMahon
From: Jane Student
To: Shawna McMahon
Dear Dr. McMahon,
I was just about to send you an addressing this. I apologize for this omission. I reread through the graduation checklist after receiving this . I think I am on track other then this omission. I would appreciate if you could add me to the roster for Spring I do understand if you cannot since I missed this deadline and will accept that consequence. 
Thank you for such a professional and your willingness to accept the consequence. I will add you to the roster this afternoon.
Effective Strategies
Highlight key messages
Start with thank you

10. From: Joe Student
To: Shawna McMahon
Subject: Can I still graduate?
Dear Dr. McMahon,
I’ve finally set my defense date but it is a week after this semester’s deadline. Can I still graduate this semester?
Thanks,
Joe
From: Shawna McMahon
To: Joe Student
Dear Joe,
Congratulations on getting to this important milestone! While you won’t be able to graduate this semester, you will be able to complete all your degree requirements and you won’t have to register again (which saves tuition). All you have to do is apply to graduate next semester. Once you’ve completed all your degree requirements (including submitting your thesis), I can write a letter to your employer indicating that your degree will confer on the last day of the next semester. Sound good?
Best,
Dr. McMahon
Effective Strategies
Focus on the positive: what *can* you do, rather than what you can’t

11. Summary of Email Best Pratices
Use descriptive and meaningful subjects
Use “Urgent” and “Time Sensitive” sparingly and appropriately
Include a richly detailed signature
Include important details such as identifying information, addresses, screencaptures, etc.
Include links (and copies of forms?)
Highlight key messages
Start with thank you or congratulations
Focus on the postive

12. Phone

13. What are some best practices?

14. In Person

15. What are some best practices?

16. Activity: Warm Handoffs

17. Warm Hand-off Scenarios
You are meeting with a student about withdrawing from the university and know that financial aid is an important consideration.
Someone calls you asking about advising in another program or department.
A student confides in you that they are having suicidal thoughts.
A student can’t figure out where their class is located.
A faculty member can’t figure out when the semester starts.
A teaching assistant can’t figure out how to submit final grades.

18. Help mitigate runaround by:
Asking questions like “Am I the first person you’ve asked?”
Admitting you aren’t the best person but offering to try
Showing empathy when someone has experienced runaround
Using all tools at your disposal (and learning what they can *really* do)

19. To: Shawna McMahon
From: Jane Student
Subject: questions about my transcript record, thanks
Hi, Dr. Mcmahon,
I am math graduate student, my student number is
I have questions about my previous degrees record in the current transcript of CU Denver.
My BS degree was from 09/1988 to 07/1992, Univ. of Electronic Science and Technology of China
       MS degree        09/1996 to 03/1999,  Univ. of Electronic Science and Technology of China
       Phd degree       09/1999 to 06/2002    Zhejiang University
My transcript shows the phd study time, but did not show the phd degree.
Could you help me correct my transcript information?
Thanks so much and enjoy your summer!
Jane

20. To: Jane Student
From: Shawna McMahon
CC: Stephanie Puello, Kelly Santa Maria
Subject: questions about my transcript record, thanks
Dear Jane,
That is interesting. I'm ccing my colleague at the Denver Graduate School office, Stephanie Puello, in case her assistance is needed (and you should contact her directly in the future). However, I was intrigued so I did a little digging.
I believe your next stop should be the Registrar's Office. We actually don't pay a lot of attention to this at the Anschutz Medical Campus, but I was able to determine where the information populates in your record so that you can ask a very specific question. You can see that on the screen for the school where the degrees do appear, someone went in and entered your degrees officially (External Degrees). However, your PhD remains only the self-reported data that came from your application. You want to ask the Registrar's Office how to get your External Degree officially recorded for your PhD.
The other person who may be able to help is Kelly Santa Maria, as she handles admissions for CLAS.
I wish you luck and if you remember, can you let me know how you get it fixed?
Best,
Dr. McMahon

22. Try a Google search first…
We are all busy and should want to respect each other’s time and responsibilities. Rather than starting by asking the person you know will know the answer, try a Google search first with “CU Denver” in your search string. If you still can’t find it or need clarification, THEN reach out.

23. Understand (and respect) the system

24. My personal challenges:
Appearing deferential to faculty & leadership
Dear Dr. So & So vs. Dear First Name vs. Hi First Name
Appearing authoritative over students
Dr. McMahon vs. Shawna
Deciding

25. Appropriate Use? From: A colleague To: MSLE@lists.ucdenver.edu
Sent: Thursday 10:13 AM
Subject: URGENT – RaCAS judges needed
Hello,
MSLE is sponsoring an award for STEM education research projects and we are in great need of another judge. There are 10 projects to judge between 10 and 12:30 tomorrow.
Thanks,
Colleague
Appropriate Use?

26. Shawna’s Email Recommendations
Use a descriptive/meaningful subject
Use “Urgent” or “Time Sensitive” sparingly and appropriately
Include an informative signature
Include sufficient identifying information ( , SID)
Use an appropriate salutation (and default to more formal if you are unsure)
Focus on the positive (what you can/will do) rather than what you can’t/won’t do (or why it isn’t your problem