Effective electronic communication workbook-1

Effective Electronic Communication EFFECTIVE ELECTRONIC COMMUNICATION: PROTOCOLS AND GUIDELINES Developed for XAVIER UNIVERSITY by Thomas D Clark, PhD CommuniSkillsTM Copyright 2016 by Thomas Clark Associates All rights reserved No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval systems, without permission in writing from TCA www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication TABLE OF CONTENTS Chapter One: E-MAIL PROTOCOLS Opportunities for E-mail Communication Course Objectives Assessing Time Spent on Electronic Communication Xavier University Electronic Communication Policy Send Less E-mail, Receive Less E-mail Organization-wide Protocols Individual Protocols 10 E-mail Assessment Tool 11 Chapter Two: PREPARING EFFECTIVE ELECTRONIC MESSAGES How Business Readers Read ……… 14 Chunking … ………………… 15 Write for your Audience……………… …………………………………17 Write an Effective Directory Entry 18 E-mail Design .19 Before & After E-mail Examples 21 E-mail Etiquette 26 E-mail Exercises 27 Adapting E-mail Principles to Cell Phone Formats 30 Special Techniques for Phone Calls and Voice Mails 31 Voice Mail Exercise .32 Appendix Save Time: Organize Information into a Limited Number of Folders 33 Writing to Avoid Legal Liability 34 www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication CHAPTER E-mail Communication  E-mail communication opportunity at Xavier University  Workshop objectives  Assessing time spent on e-mail  General e-mail protocols  Organization-wide protocols  Individual protocols  E-mail assessment tool www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication Xavier University Opportunities for E-mail Communication Mission of this workshop: To develop protocols and best practices for the administrative side of Xavier University’s business for sending, writing, and storing e-mails that parallel the templates used on the medical side of the practice, templates which have resulted in measurable efficiencies Issues with e-mail  Xavier University executives have identified efficiencies in sending, creating, and storing electronic communication as a major opportunity area for the organization  Surveys reveal knowledge workers spend an average of hours per day dealing with e-mails, with 32% of these messages identified as irrelevant  Significantly, each message can generate 4-6 additional items in sender’s mailbox Value of e-mail  Excellent tool for exchanging essential information  Efficient and economical global communication medium  Searchable record  Message crafted on own terms and on own schedule  Allows attachments Disadvantages  Time consuming, unnecessary exchanges, redundant e-mail  Ease of forwarding  Individuals and organizations legally liable for what is said  E-mail edited without writer’s knowledge www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication Course Objectives By using the techniques covered in today’s class, you will save time and improve your electronic communication effectiveness and efficiency Specifically you will learn to Reduce the volume of e-mail sent, received, and stored Compose concise, complete, high quality e-mail and other electronic messages File and review information efficiently Adapt learnings from workshop to voice mail, IM, text messaging and Cell Phone communication www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication Organization-wide Protocols  Uninterrupted time each day Set aside blocks of time for important projects so you can work with uninterrupted concentration During these periods, consider turning off the alert to limit interruptions of work that requires sustained attention  Use NTN, No Thanks Needed, and NRN, No Response Needed, acronyms to reduce responder uncertainty about whether a reply is expected These often work best at the end of the directory entry  To respect readers’ time, limit greetings to one short sentence or phrase Thank you for meeting with me last week I’m writing to ask … Greetings! I’m writing because Dr Sakkab suggested I contact you given your expertise concerning the use of steroids to treat infectious diseases Avoid long social openings Greetings from sunny Cincinnati! The weather has improved tremendously since you were here last week First let me say what a pleasure it was to meet you at the Rheology Conference I have always heard good things about you, and it was nice to see that they are all true [Blah, blah …]  Use instant message as an alternative to e-mail, When writing to one person on an issue which requires a short or quick response, consider using Instant Messaging or a text message as it often gets a faster response www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication Individual Protocols Audience adaptation: Understand expectations in sending e-mail up and down the organization ladder, as research reveals a paradox Upward: Types of issues appropriate for upward communication, though email may not be the best communication medium if sensitive or complex analysis is required  Contain: Resolving urgent concerns that arise unexpectedly o High potential risk for the company o Credibility with the board or other critical constituency is on the line  Consent: Seeking authority for actions when necessary o Matters that require executive approval, such as new funding o Matters of long-term strategic direction o Matters that directly affect executives’ goals and objectives  Contribute: Seeking guidance and direction when appropriate o Typically initiated by the executive team o Questions regarding executives’ level of authority in making decisions o Matters that eventually will need higher level approval o Potential for a high-level of organizational impact or risk  Connect: Updates on non-urgent activities impacting the organization o Information about key personnel within the organization o Matters that affect team dynamics  Rule 1: Keep me regularly informed; I hate nasty surprises  Rule 2: Don't deadline me I know it's been done to you, but please give me some time to think  Rule 3: Only bring matters that you really can't resolve Anything else will just go back to you  Rule 4: Don't leave out the bad points because you want to look good: tell me it all www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication  Rule 5: Give me at least three options for every problem I prefer to choose and it's quicker  Rule 6: Do your homework before you come; I don't want you to have to go away and look something up  Rule 7: Remember that this is how you'll want your staff to report to you when you're in my position!" www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication Individual Protocols  Upward: High ranking managers prefer essential, concise communication o that does not require much exchange o in which the manager is the primary recipient o that concisely summarizes issues in preference to being copied on e-mail exchanges concerning an issue o that gets immediately to the point without introductory interpersonal gestures o Paradoxically, direct reports frequently include these kinds of interpersonal comments If appropriate, they should appear at the end of the message as a postscript I am writing to confirm that the compliance team has made all the changes stipulated in the recent audit report (What) We now meet all standards for sanitation, safety, and security (Why) and are ready for the follow up audit inspection next week (When, Significance) Regina McCarthy, Nurse Supervisor P.S All of us appreciate the support you gave us during this challenging process and are confident you will be pleased with results of our efforts I especially want to praise Lisa Chang for the effectiveness with which she coordinated our efforts  Downward: Associates receiving e-mail prefer to read comments indicating top management appreciates their efforts and empathizes with their difficulties Paradoxically, research shows top managers often not write these kinds of comments  Example of praise: I am writing to express my appreciation to all who contributed to the United Way campaign Your generosity will help many in need and speaks well of your willingness to invest in the communities in which we work and live Example of compassion: The recently announced layoff of 35 Xavier University professionals was one of the most difficult decisions I have had to make in my five years as CEO of our organization We made this difficult decision to avoid a significant budget deficit We are committed to helping those affected find employment at organizations where they can again put their considerable talents to work www.communiskills.com 513.745.2025 clarkt@xavier.edu Effective Electronic Communication Organization pattern  Introduction: Establish a positive mood  Body: Make compelling arguments  Follow-up: Close with a call for action Persuasive Strategies: Best when used in conjunction with one another Direction-giving language  Give clear direction regarding desired priorities, strategies, success metrics and outcomes  Share news about organizational achievements Empathetic language  Praise good work  Show concern for job satisfaction  Support professional development  Act sympathetically to those in difficult situations, (as John Pepper did when he announced reductions in force) Meaning making language: Tell inspirational stories about Company executives who are  Admired throughout the company  Who went over and above to help organization achieve a goal  Whose efforts have been recognized and rewarded  Who have been asked to leave for actions inconsistent with Company values Respectful and clear and direct Include a completion date Language to avoid You ought to You should You have to If only you You never You always www.communiskills.com 513.745.2025 clarkt@xavier.edu 10 Effective Electronic Communication Appendix: Simplifying Storage and Retrieval of Information Save time by simplifying storage and retrieval of electronic information storing Store all information in folders, with subfolders in each, such as  Internal and external client communication o Internal communication  Accounts Payable  Accounts Receivable o External communication  High frequency vendors  Low frequency vendors  Conditions and services communication o Conditions  Digestive disorders  Cancer  Cardiac o Services  Alcohol and Drug Rehab  Physical Rehab  Healthy Living  Hospice  Teams’ communication o Education o Financial and Accounting o Merger/Acquisition  Other, non-core issues o Party planning committee o Annual review notes o Website content ideas www.communiskills.com 513.745.2025 clarkt@xavier.edu 26 Effective Electronic Communication You can gain a similar benefit in the speed with which you retrieve information by organizing links saved to Favorites into a limited number of folders www.communiskills.com 513.745.2025 clarkt@xavier.edu 27 Effective Electronic Communication Appendix: Avoiding Legal Liability Careless words as much as actual business practices have become decisive factors in legal cases, influencing both the decision to bring a case, and the ultimate decision on the merits of the case Keep in mind that internal thought processes are subject to discovery and your recorded words in e-mail and voice mail can be subpoenaed and used against you and Xavier University in a court of law Avoid words and phrases such as those below “Delete after reading” “Consider this confidential” “For your eyes only” "I don't want to discuss this in e-mail Please give me a call." “Don't tell Ms " "Don't send this to Mr.” “Dominate the market” “Aggressively leverage our market power” "I could get into trouble for telling you this, but…" "I wonder if I am smart to put this in writing." "I don't think I am supposed to know this, but…" "Don't ask You don't want to know." "We're making an exception to our normal policy in this case." "We are probably violating the law in this case" Disparagement of a competitor or co-worker, especially references to protected civil rights, such as gender, religion, age, ethnicity, and pregnancy Avoid phrases such as “Our new advertising campaign will blow our competitor out of the water” or “we need young fresh blood in this position.” www.communiskills.com 513.745.2025 clarkt@xavier.edu 28 Effective Electronic Communication Assessing Time Spent on E-mail Sent, Received, and Retrieved Complete the exercise below using the numbers you calculated about how many e-mails you send and receive each day Fill in this chart to assess the amount of time electronic communication takes per year E-mails sent & received daily 20 40 60 80 100 120 150 175 200 E-mails per year (x 240) 480 960 1440 1920 2400 2880 3600 4200 4800 Time per e-mail (average of 1-2 min) 480-960 960-1920 1440-2880 1920-3840 2400-4800 2880-5720 3600-7200 4200-8400 4800-9600 Days per year 1-2 2-4 3-6 4-8 5-10 6-12 7-15 9-18 10-20 Question: What could you with the extra days to improve your workplace effectiveness? www.communiskills.com 513.745.2025 clarkt@xavier.edu 29 Effective Electronic Communication Summary of Xavier University Electronic Communication Policy Where applicable: Xavier University policy applies to  E-mail systems accessed from Xavier University premises  Messages sent and received on Xavier University computer equipment  Messages that identify the individual with Xavier University Waiver of privacy rights: Xavier University reserves the right to  Inspect words and images communicated via electronic communication channels and  Disclose this information to law enforcement officials or other third parties Limits on content: E-mail must not be  Be discriminatory, harassing or derogatory to an individual or group  Be obscene, defamatory, or used for any purpose which is illegal or against Tri Health policy or contrary to Xavier University values (such as chain letters)  Hide identity of sender or mislead readers as to sender’s identity Attachments:  Do not open attachments from unknown sources  Limit the sending of large attachments that may clog the system Forward: Do not forward or alter e-mail without sender’s permission Retention:  Xavier University automatically eliminates Microsoft Outlook Deleted Items and Sent Items folders after days  E-mails in Personal folders are saved in user’s home directory until user deletes the e-mail Confidentiality and copyright:  Xavier University and other companies’ copyrights and other confidential or proprietary company information must not be disclosed without appropriate permissions  Senders should be aware e-mail is not a secure communication and is used at sender’s risk See document 1So1.00 for official policy www.communiskills.com 513.745.2025 clarkt@xavier.edu 30 Effective Electronic Communication Send Less E-mail, Receive Less E-mail General E-mail protocols Choose the appropriate medium of communication Use two criteria: sensitivity and urgency to help determine which media you choose to employ  When to use posters and bulk mail  When to use e-mail, voice mail, and fax communication  When to use alternative written media, such as letters, memos, and reports  When to use interactive media, such as instant messaging, videoconferences, telephone or face-to-face meetings www.communiskills.com 513.745.2025 clarkt@xavier.edu 31 Effective Electronic Communication Send Less, Receive Less Use an assessment tool to reduce e-mail volume E-mail assessment tool Timely, relevant, & complete    Every e-mail tied to specific business need Information cannot be found elsewhere (E.g., centralized internal source or online, MapQuest) Subject requires quick response; does not require complex feedback Sensitive, professional, & compliant  Legally and ethically defensible  Sensitive to fellow workers’ feelings  Promotes image of sender as fair and objective  Receiver prefers email to phone Right people, best channel  Targeted to specific subgroups  Indicates why each group is getting the information  Contains nonproprietary information Exercise: Evaluate the propriety of using e-mail in each of the situations below An e-mail to ALL members of a department inviting employees with 20-years of service to a dinner in their honor inviting some members of safety and security to a facilities maintenance meeting requesting supervisor approval of an expenditure for new computer for the department requesting directions to an event for which the writer has the street address alerting a co-worker’s supervisor of a conflict with him or her alerting a co-worker’s supervisor of his or her medical emergency notifying employees of a tornado warning notifying employees that they will be laid off in which an employee summarizes a department meeting’s objectives, decisions, and action commitments and attaches the minutes to attendees 10 in which an employee shares emotional reactions to a management decision 11 which announces a meeting of department staff 12 which announces a meeting on annual reviews required of all e-mail recipients 13 indicating a compliance organization will be auditing the work of the departments in which the recipients work 14 responding to a “thank you” e-mail with a NTN acronym 15 responding to an e-mail with a NRN acronym www.communiskills.com 513.745.2025 clarkt@xavier.edu 32 Effective Electronic Communication E-mail Example: Brief INFORM Message Directory entry: Inform: Progress report on 2/1/10 Lean Event Hi, All I am writing to summarize the progress made over the last three weeks for executing the upcoming Lean Event and our action plans related to this event [What] Scheduled for February [When], this event is designed to inform our staff of the value of applying lean management principles in a hospital environment [Why] Details on the mission statement, planning matrix, surveys and logistics are posted on the Lean Event forum Background: Previously, members from each affected department were identified & confirmed and initial meetings scheduled Our department’s general manager, Joan Vasquez, has approved the Lean Event $2400 budget Progress To Date: Team members - wrote and approved a mission statement - established responsibilities, success criteria, and schedules for completion (see planning matrix on Lean Event Forum) - created Information Gathering Surveys to assess participant readiness - clarified our expectations with John Smith of Logistics for registration, room set-up, food service, and equipment appropriate for the meetings Next Steps: - Team meetings to assess progress and refine next steps will resume November and continue bi-weekly until the week of the Lean Event - Information Gathering Surveys will be sent out January to secure data concerning participant readiness - Tom Joseph and Tim Chapman will perform survey data analysis with a delivery on January 11 [Who does What and When] Hope you all enjoy the upcoming holiday! COMMENTS: Reader immediately sees clear WHAT and WHEN, followed by persuasive WHY Readers given option of going to centralized site to view additional information about the team’s work Details give reader a concise progress report Next steps highlights Who will What & When Brief, friendly opening and closing comments www.communiskills.com 513.745.2025 clarkt@xavier.edu 33 Effective Electronic Communication E-mail Example: Brief CONFIRM Message Directory entry: Confirm: 3/13 Career Forum plans in place Hi Eva, I am writing to confirm that we have plans in place for the career forum on March 13th [What & When] All speakers have been selected, the room and technologies confirmed, and box lunches ordered Jerry O has agreed to be the featured presenter As detailed below, the logistics for the event are in place Objective: To identify 15-20 pre-hospital administration majors to be interviewed on-site for 8-week summer internships in various departments within the hospital [Why] Target audience: 75 college sophomores who will graduate in May 2012 confirmed they will attend HR selected invitees by screening resumes provided by area university career services centers Presentation Schedule: The sequence of presentations is as follows: 10:00 Introduction of program and speakers: Anna P 10:10 Benefits of internships in hospital administration: Jerry O 10:30 HR career paths pitch: Eric R 10:45 Management career paths pitch: Marge P 11:00 Technical career paths pitch: Logan W 11:15 Video testimony of previous interns 11:30 Q&A: Anna P and panelists 11:50 Acknowledgements: Anna P 12:00-1:00 Lunch and roundtables Action: Please call if you have any questions or comments We are excited about the potential of encouraging pre-hospital administration majors to see why an internship in this field is both productive and rewarding Best regards, Anna COMMENTS: Reader immediately sees clear WHAT and WHEN, followed by a relevant WHY Headings allow readers to quickly identify relevant topics Details give reader a concise schedule Next steps highlights Who will What & When www.communiskills.com 513.745.2025 clarkt@xavier.edu 34 Effective Electronic Communication E-mail with MULTIPLE PURPOSES Note the importance of writing a clear orienting first sentence when an e-mail serves multiple purposes Most e-mail should have a single purpose Original version RE: HCSCAG Spreadsheet Juan, Hi! After hours and hours of effort calculating numbers based on incomplete and not always reliable information, here is the draft of the spreadsheet for HCSCAG bid document Please note that this is only an estimate drafted for reference The spreadsheet here is not for quoting I believe there's still some error in it, which I'm working to solve Concerning your question about the estimated bid, we cannot estimate on the spreadsheet the variable costs according to a monthly demand curve, because we not have valid historical data to justify such a calculation I feel more confident about estimating annual revenues as they are subject to less variation Specifically, given that home health care is billed on an hourly basis, I estimated the total revenues as the fees collected per year, based on an average of 120 clients per week; $18 per hour fee; hours of visits per day, with an average of days per week per client The cost for travel reimbursement is also estimated for the program based on these estimates Please clearly communicate with your sales team that these numbers are preliminary and may change based on a literature review that will soon be completed Also, ask them to help me understand the evaluation criteria of this customer based on their past experience I am willing to change some assumptions based on their input Best regards, (231 words) Revised version RESPONSE & REQUEST: PRELIMINARY HCSCAG BID SPREADSHEET Juan: Good morning! This e-mail responds to your requests and also asks you to respond to two requests from me Your requests:  Attached is a preliminary draft of the spreadsheet for the bid for offering home health services through the Hamilton County Senior Citizen Advocacy Group As it is incomplete, use it only for reference and not quote from it I will send you the official spreadsheet once I have more complete and reliable data for it, probably by next Tuesday  Concerning your question about the estimated bid, given that home health care is billed on an hourly basis, I estimated the total revenues as the fees collected per year, based on an average of 120 clients per week; $18 per hour fee; hours of visits per day, with an average of days per week per client The cost for travel reimbursement is also estimated for the program based on these figures Breaking down the estimates by different demand in different time periods is not possible at this time given the lack of reliable historical data to support such a calculation My requests:  Please stress to your sales team that the numbers on the spreadsheet are based on current information and may change when we examine the results of a literature search we conducted to see what we can learn from how others have succeeded in this field  If members of your sales team have information which might affect our assumptions about fees, usage, and competitor offerings, please send these insights to me by week’s end It will help me understand the evaluation criteria of the customer and help us develop a successful bid Best regards, (282 words) www.communiskills.com 513.745.2025 clarkt@xavier.edu 35 Effective Electronic Communication COMMENTS: Reader immediately sees that two topics are addressed, with headings clearly delineating where each topic begins and ends Writer indicates what was achieved and then points out limitations Writer’s requests of reader are clearly articulated www.communiskills.com 513.745.2025 clarkt@xavier.edu 36 Effective Electronic Communication Example: APPROVAL REQUESTED E-mail Marilyn: Good morning I am writing to request approval for $1,935.00 in funding to support the cost of classes, materials and testing I need to be certified as a licensed Leadership in Energy and Environmental Design (LEED) trainer My certification will prove to be a cost effective investment in helping Xavier University meet its sustainability and cost-reduction goals As a certified trainer, I can work on sustainability task forces, help design protocols, and offer workshops that will improve the healthfulness of our hospital work environments while reducing energy costs All workshops and exams will be offered in Columbus on consecutive Saturdays The dates are January and 16 for the workshops and January 23 for the certification exam Background: Susan Skinner, Nursing, received LEED certification in October and indicates it has given her the knowledge and credibility needed to implement effective sustainability initiatives in her department Why This is Important to Xavier University - Improved work environment and reduced energy costs: The $1,935 investment will pay back to Xavier University as we implement simple and cost-effective, energy-wise policies throughout the system For perspective, the Alliance tabulated $9300 in energy savings from implementing its first wave of sustainability improvements - Internal credibility: Having a certified trainer will give our department credibility on environmental and energy issues within the hospital, as I will be only the second LEED certified trainer at Xavier University - External credibility: It will also give Xavier University a positive image externally as a leader in environmental design and sustainability initiatives, as we gain public recognition for the environmental and energy improvements we make in the future Next Steps Upon approval, I will register for the upcoming workshops which will prepare me for the certification exam I will read the materials prior, during, and after the workshops to assure my complete understanding of the information prior to taking the certification exam Upon successfully passing of the exam, I will be issued a certificate indicating I am a licensed LEEDS trainer (329 words) www.communiskills.com 513.745.2025 clarkt@xavier.edu 37 Effective Electronic Communication E-mail Etiquette Content and style o Include a person’s name, spelled accurately o Proofread carefully o Limit e-mail to no more than screens o Write legally defensible content—New York Times test o Avoid emotional words and symbols use the following very sparingly: emoticons, all capital letters, text message abbreviations (LOL, THX) & uncivil communications (flaming) Replies Allow 24-48 hours for a response Know when and when not to reply to a sender (e.g., NTN & NRN) Use reply and reply to all buttons properly Set up reply feature to put your message above the one to which it is replying o Unless explicitly granted, ask permission to add people to a message and to forward someone else’s e-mail o Avoid copying someone’s boss on an e-mail without permission o o o o www.communiskills.com 513.745.2025 clarkt@xavier.edu 38 Effective Electronic Communication Special Techniques for Phone Calls and Voice Mails Phone calls can be a bigger challenge than other verbal messages, because you often don’t know until the last moment if you’re going to have a live conversation or leave a message And if you get a voice mail system, you have to ensure the listener gets the needed information without any follow-up questions For phone calls:  Plan your phone calls just as you would other verbal messages Focus the message on what’s really important  Be prepared for either a live conversation or voice mail Be ready to eliminate most of the social pleasantries and get right to the message if you get a voice mail system For voice mails:  Keep it short and simple Aim to keep voice mail messages less than 30 seconds Avoid unnecessary details and jargon  Use a condensed version of the 3-part format for verbal messages Start with a WHAT/WHY/WHEN opening, add details as needed, and finish with follow-up as needed  Be sure the listener can contact you easily Speak slowly enough for them to understand your name and phone number For longer messages, include the contact information at both the beginning and the end of the message  Clarify any timing needs Listeners usually appreciate specific deadlines, as long as they are reasonable and important Examples follow www.communiskills.com 513.745.2025 clarkt@xavier.edu 39 Effective Electronic Communication Examples of Effective Voice Mails For a SEEK message (to someone you know well): Hi, Sandra This is Jane Maple at 6108 I’m calling to invite you to a status meeting on the Bethesda North Emergency Room project We’re going to present results and plans that resulted from our analysis of survey data, so this would be a great opportunity for you to see how Safety may get involved in or months Here are the details: the meeting is at a.m on Wednesday the 6th in Conference Room D and should last about 45 minutes If you can’t make it, please send someone else so Safety can be up to date Again, this is Jane at 6108 I look forward to seeing you Wednesday morning For a SEEK message (to someone you don’t know): Hello, Sandra My name is Jane Maple at 6108 and I’m with the Corporate Security Department I’m calling to invite you to a status meeting on our project to study operations at the Bethesda North Emergency Room Even though you haven’t been involved in the project yet, some of our future activities may affect the Safety Department in or months, so this will be a good chance for you to see what may be coming Here are the details: the meeting will be at a.m on Wednesday the 6th in Conference Room D and should last about 45 minutes We will talk about the implications of survey data we recently analyzed If you can’t make it, please send someone else from Safety in your place so you can prepare for any potential involvement Please call me at extension 6108 by noon Tuesday to let me know who from Safety will be there Again, from to 9:45 on Wednesday the 6th in Conference Room D And I’m Jane Maple at extension 6108 Thank you, and I look forward to hearing from you by Tuesday Exercise: Create an original voice mail, based on one of the e-mails you created or revised in class Communicate to a class partner www.communiskills.com 513.745.2025 clarkt@xavier.edu 40 .. .Effective Electronic Communication TABLE OF CONTENTS Chapter One: E-MAIL PROTOCOLS Opportunities for E-mail Communication Course Objectives Assessing Time Spent on Electronic Communication. .. clarkt@xavier.edu Effective Electronic Communication Course Objectives By using the techniques covered in today’s class, you will save time and improve your electronic communication effectiveness... improve your workplace effectiveness? www.communiskills.com 513.745.2025 clarkt@xavier.edu 29 Effective Electronic Communication Summary of Xavier University Electronic Communication Policy Where