Avoid the pitfalls of email
Go on — tell me how much you LOVE email. It's the greatest invention since sliced bread, this tool to communicate your message quickly and succinctly. It averts long phone conversations. But truth be told, you know email has problems and sometimes they are deep problems.
There are emails you wish you could take back the minute you hit the send button. Emails with the wrong tone for an important client. Emails with typos that you dashed off in haste that will ultimately undermine your credibility. Those long email chains that only muddy an issue rather than clarifying it. (Did that really save time, when picking up the phone could have settled things in one call?)
The text of an email carries a tone and how it is interpreted is up to the reader. Absent the inflection and cadence of the spoken word, emails hold vast potential for misunderstandings. Here are some tips (dare I say, mandates) to avoid the pitfalls of email.
1. Keep it brief
You should write no more than five full sentences for general content, unless you've been asked for more information. If it goes over five sentences, pick up the phone and call the person. Each sentence should be its own paragraph for easy scanning. Proper white spacing is important for the overall (professional) look and reading ease.
2. Read each email twice before sending
Ideally, you should scan it once after writing it, and then let it sit a bit. Come back to it; read it again and send it at that point. By taking a break, you will have fresh eyes for typos. You also might revise with stronger wording or flesh out a different idea. On a really important email, allow enough time to write it, then wait overnight. Ask someone else to proof it for you, especially for tone, then send it. Always use spell check.
3. Keep each email to just one topic
Don't try to cover several items in the same email, which leads to confusion when the recipient replies.
4. Put the specific purpose of the email in the subject line
For instance, “Just saying hello” is poor; “Lunch?” is better, “Lunch next Wed.?” is best.
5. Don’t introduce a new topic in your reply
Doing so creates a chain, which dilutes the intent of the original email. Start a new email instead; see #3.
6. Write the email first before filling in the recipient’s name and address — do that last
This saves you from prematurely sending something you wish you hadn't, or accidentally sending an incomplete email. Break the habit of writing from top to bottom in an email.
7. Maintain proper email etiquette
There should be no shouting in all caps. Avoid clogging up inboxes with one-word notes like “Thanks” or “Me, too!” Include an auto signature at the end with all of your contact information. Avoid hitting “reply all” when the answer is just pertinent to one person. Don't engage in an argument; you should maintain professional decorum in all your correspondence.
Emails are a good communication channel, when used properly. Following these tips will ensure it's the resource you need it to be.
Denise Martin is the principal at Good For You Coaching & Consulting, Inc. which delivers training and workshops in sales, communication skills and motivation. A member of the Association of Consulting Expertise, she can be reached at denise@goodforyoucoaching.com
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