Nicky Spencer on the pitfalls of email
Every magnificent technological advance in communications presents us with a double edged sword. The battle for the effective use of email is just beginning.
Best practice focuses on three issues: when to use email; when not to use email and how best to construct our message.
Think: is it necessary, is it wise, is it well written?
To know when to use email requires us to understand where it lends value and where it complements other forms of communication as a quickly created, cost effective means of exchanging short messages with any number of people.
A ready record, it can be easily tracked and stored for future use of reference. As such, its ideal use is mainly in sending and receiving simple requests, straightforward information, gentle reminders or polite follow ups on actions, conversations or meetings.
Many forget to heed the well rehearsed pitfall of the written word, which restricts interaction between sender and recipient. It gives no chance to monitor expression, see non-verbal cues, hear tone. It gives every opportunity for the recipient to misplace or ignore inflection.
More so with our electronic recipients who, glancing at a host of emails, all too easily misread our meaning. Questions can appear as reprimands, humour may be taken seriously, comments interpreted as commands, explanations seen as defensive.
Making best use of our e-assistant means being aware when it is an ineffective or insensitive medium to employ. Examples are: in conveying news of significant change, reprimands, holding discussion, especially on serious issues, the delegation of complex tasks or relaying controversial information.
Keeping the medium proportionate to the audience and the message, consider using the informal briefing, an existing meeting, a conversation or maybe a teleconference or phone call. Then, certainly, play to one of the email’s best functions – as a summary record of the main points or to gain final confirmation to agreements made face to face.
Take care constructing emails. They should:
- be restricted and sent only to the necessary individual(s) and say why anyone is copied in
- use the subject line to highlight the action required and indicate response date or urgency of action
- be succinct, making clear their purpose: what action is needed, by when and why
- use layout and formatting to enhance key points
- when forwarded, have previous comment deleted or summarised and subject lines updated
- not necessarily be answered by hitting “reply to all”.
Email certainly tells much more about us than its traditional counterpart, providing more insights into the care we take with our communication and our managerial style. They lend further credibility to – or potentially damage – our personal reputation.
To harness the email is to take care in its use. Avoid the lure of the instant return. Think: is it necessary, is it wise, is it well written?
Originally published in the Health Service Journal on 3rd November 2010
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