Emails: All In The Details

Email is a necessary evil in the business world. Almost every job requires some level of utilization of electronic mail. If you’re a desk jockey, you may burn several hours on email each week. It’s a critical communication tool to ensure operations, projects, sales, and other business moves forward. It’s faster than snail mail or memos, saves time over a meeting, and provides data retention for future reference. However, it’s often misused as an end-all, be-all solution. We’ve all read (or sent) an email that was misinterpreted – the message isn’t properly conveyed, the proper tone/inflection is lost in translation, or it didn’t reach the recipient in time. This week, let’s discuss some considerations for becoming a great email writer and receiver.

The company got him an expensive desk, but skimped on the keyboard. Carpal tunnel lawsuit coming in two years, max.

Fast or Slow, What Is The Tempo?

The best starting point is some email etiquette basics. Recognizing the workplace is filled with various generations, tech knowledge, and personalities, it’s difficult to have a one-size-fits-all approach. Many employees are coming into the workforce today with more experience texting – which tends to be more casual and rapid-fire. Conversely, some seasoned employees may put a heavy focus on writing thoughtful, formal messages. Is one way right or wrong? Actually, both approaches are great… in the right circumstance. For example, if you’re asked a simple yes/no question, you don’t need a page-long reply. Answer the question and provide a minimal amount of explanation (if necessary at all). Be aware of your bluntness, though. Frank emails can be misread as being rude if you never intended them as such. Adding “please” and “thank you” where appropriate goes a long way to avoid tone. But, if you’re asked to provide feedback on a position paper, you may need a lengthier response. Let’s be honest – does anyone read 100% of every email they receive? So why would you expect someone to do so with all of yours. Hit the key points and keep it moving! You’ll realize a huge time savings and better comprehension of and responsiveness to your overall message.

Should You Email At All?

The biggest mistake people make in communicating in the workplace is misusing methods: meetings that could have been emails, emails that should have been a phone call, etc. So how do you determine the best approach? A few factors are at play. First, what is the urgency of the topic? Are you needing to address something next quarter or within the hour? Second, how many people are involved? If you’re trying to get 50 people together for a meeting, it’s going to be difficult to find a mutually-acceptable time. Third, is the topic simple or complex? I would define simple as a common, previously-discussed matter that just needs little explanation, where an email is perfectly reasonable. Remember, what’s simple to you may not be simple to others. Finally, and this is not always considered... do you want what you're saying in writing forever?

Pretend a project in your department is going poorly, and you need to voice your concerns to the project team. If you write a lengthy tirade via email, not only will it be less effective in getting the desired result, it can and will be used against you in the court of public opinion. I can recall many emails over my career where grievances were aired over email instead of being resolved in person. My favorite was between two "leaders" throwing digital haymakers over a trivial administrative issue, where one leader ended his rebut with "No response is needed". And boom goes the dynamite. I lost respect for both of them as a result of the childish skirmish. This may be an extreme example, but back to our scenario, getting everyone on a video conference (or, dare I say, an in-person meeting?), you can have a rational, professional discussion about the issues with the project and have a good dialogue on solutions. The flamethrower email decision will likely end any hope of open and productive collaboration.

Did You Even Read My Email?

I'll put myself out there and say that I don't fully ready all of my emails. Honestly, like many of you, my time is consumed by both scheduled and impromptu meetings, reports, presentations, etc. that I can't make time for a detailed read of every email. Those that I don't read, however, I do skim for critical content (if action is needed by me, or contains pertinent information for myself or my department). Before anyone reading that has been victimized by a non-reader skipping their action items from the meeting minutes, let me make some suggestions for driving better engagement. First, if it's being sent to a group, make sure to call out people by name so it catches their eye. "Jeff - please make sure to submit the Phase 1 plans to the city planning commission by noon tomorrow." Second, if it's particularly lengthy, highlight or bold key information so busy readers can soak in the bare minimum while those needing more background can read on. Finally, make sure you have the right audience. There is nothing more frustrating for all parties when the wrong people aren't included on a communication. Besides the delay, it can often create confusion if the recipient doesn't know the appropriate party to help, or even worse, leads you down a rabbit hole that doesn't get you where you need to go.

Email is a universal communication tool in the business world. However, misuse of email can be a major detractor - causing confusion, frustration and not conveying the message intended. Make your emails crisp with short, specific messages tailored to your audience, and you'll be emailing like a boss in no time!