1. Effective communication through email Mary Coker MD Expo Oct 2010

2. Communication - One of the most important tools you have at your disposal. If you don’t or can’t communicate well, your service to your users is not complete. Poor communication can give the impression of lack of competency or lack of caring in what you do. Always clearly identify the audience

3. Communication via email To ask for information To give service status to a user To manage up or down To fix political disasters

4. Why, when,what To have a record Efficiency Effectiveness Managing a service event V.S. Face to face No novels

5. Exercises # 1 – Write your reply to the email #2 – Find where the errors are

6. Spell check is correct

7. Keep the extras out ! backgrounds, animations, business cards

8. From: Cheryl Sent: Friday, October 15, 2010 8:36 AM To: Ayesha : Mary Coker Cc: Mary Coker Subject: RE: Test equipment Did you do this yet? From: Cheryl Sent: Thursday, October 14, 2010 1:46 PM To: Cheryl ; Ayesha, Mary Coker Cc: Mary Coker Subject: RE: Test equipment Is this done yet? Why isn’t she getting an answer ?

9. Exercise #3

10. Advice for the road 1.Make it clear who you want to answer what 2.Reread it at least twice 3.If you are angry – write everything and then discard and rewrite ( don’t put any one in the TO: ) 4.Open your attachments before sending. 5.Reply all when all need to stay in the loop. Splintering emails are more work for everybody. 6.Always be over pleasant. 7.Never blind copy 8.Remember whatever you write can be sent to anyone.