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Correspondence: Best Practices for OELL Communications

Division of Students with Disabilities and English Language Learners

Office of English Language Learners

Kara Hughes,

Director of Communications

,

Office of English Language Learners

November 2013Slide2

You are going away for a few days and have no one to water your plants. Write a note to a close friend or relative, asking him/her to help you out. Icebreaker activityWrite a note requesting this same favor of your boss. Slide3

Correspondence is a performance3The Arts of Impression Management: Dramaturgical Discipline“It is crucial for the maintenance of the team’s performance that each member of the team possess dramaturgical discipline, and exercise it in presenting his own part. I refer to the fact that while the performer is ostensibly immersed and given over to the activity he is performing, and is apparently engrossed in his actions in a spontaneous, uncalculating way, he must nonetheless be affectively dissociated from his presentation in a way that leaves him free to cope with the dramaturgical contingencies as they arise. He must offer a show of intellectual and emotional involvement in the activty he is presenting, but must keep himself from actually being carried away by his own show less this destroy his involvement in the task of putting on a successful performance.”Erving Goffman, The Presentation of Self in Everyday LifeSlide4

Successful performance4OELL’s successful performance is contingent upon our presenting ourselves as:Great teachersGreat student work through great teachingExcellent resourcesExcellent school choices for all familiesAdvocates for studentsStrong partnerships with families

High achieversHigh quality school supportSlide5

Audience – hypothetical A5From: Hughes KaraSent: Tuesday, November 5, 2013 11:15 AMTo: Woodman, MichaelCc:Subject: School visitDear Principal Woodman,

I will be at your school between 11:00 and 1 tomorrow. I will speak with a few of your teachers and the AP of ELA and your bilingual coordinator.  Please have your LAP and LTI ready; I sent Gabe Kotter an email about it last week.If you have any questions don’t hesitate to reach out to me.Thanks,KaraSlide6

Audience – hypothetical B6From: Hughes KaraSent: Wednesday, November 13, 2013 1:38 PMTo: Bellis, Richard Cc: Aguirre, Claudia Subject: We are getting close to getting all of the projected temperature protocols but we still need some help so I am emailing you. Hi Richard,

As you know, the due date for OELL to submit draft room layout and projected temperature protocols to me Monday, November 18.  I am happy to inform you that I have received documents from  1 person thus far.  However, some colleagues submitted only one document.  Please follow up with the individuals who only submitted one document.  The form contains feedback for both the room layout and temperature protocols; I cannot complete the feedback form for any person unless I review both documents.  Continue to encourage the rest of our colleagues to submit their documents by this Friday, November 15.  Inform colleagues that I am reviewing the documents and providing feedback in the order received.  Once again, thank you for your assistance.Best, Kara,Slide7

Audience – hypothetical C7From: Swamp, ViolaSent: Tuesday, November 5, 2013 2:55 PMTo: Hughes, KaraCc:Subject: Enrollment questionGood afternoon, Ms. Hughes,

I am an elementary school teacher writing to inquire where or how I might be able to learn more about ELL enrollment issues. My principal doesn’t seem very well educated on the subject.Hi Ms. Swamp. I am cc’ing my colleague, Rachel Hoff, on this message, as she is your best resource regarding Enrollment issues.Best, KaraFrom: Hughes, KaraSent: Tuesday, November 5, 2013 3:12 PMTo: Swamp, ViolaCc: Hoff, Rachel  Subject: re: Enrollment questionSlide8

Roads to correct communication8Chose alternatives to language that could potentially be misunderstood:This is not acceptable….We never….I need you to address the questions below….

Understood. Thank you.Unfortunately, I will not be able…We are generally not in the practice of…Could you please address the questions below…Thank you for this information; the context you have provided is helpful.Slide9

Roads to correct communication (cont’d)9Choose alternatives to writing emails if you feel they might yield more successful results:CallingSpeaking in personLimit your back-and-forth:Would one phone call do the work of four emails?

Would a meeting help clarify and solve the issue(s) at hand?Slide10

Roads to correct communication (cont’d)10Step away if the communication becomes emotional:Are you getting carried away?Is the recipient getting carried away?Practice impression management:Ask a peer to review your message, reading for:

Accuracy (what are your words saying?) Tone (how do your words sound?)Grammar and spellingSlide11

Thank you for being so contentious11Spell check may not catch everythingWRITING IN ALL CAPS CAN HAVE UNINTENDED CONSEQUENCESSo can writing in fonts that are over-stylizedRemember, all emails can be forwardedb’cc should be used sparinglyDo not forward internal exchanges or memosDo not forward any draft OELL documentsSlide12

Practicing performanceYou and a colleague have been emailing back and forth about School X’s LAP. After you trade four emails, your colleague cc’s both the DELLI and the school’s principal. How should you respond?A principal with whom you have been in steady contact emails you to cancel your school visit, which is scheduled for later today. You feel that emailing him back is the best mode of course; compose this email. 12Slide13

Best practicesBegin emails with a greetingAlways respond to messages within 24 hours:cc: anyone related in your responseProvide a time table (I/we will be back in touch by the end of the day with an update)Conclude emails by suggesting how you can provide assistance:Please let me know if you have any questions; Please do not hesitate to reach out to meUse your electronic signature on all communication13Slide14

Team templatesElectronic (email) signatureOut of officeOELL letterheadAgendaFirst page of Power Point presentationsPD evaluationR:\All Central Offices\Chief Achievement Office\Templates14