Email Communications 101

by Success Strategist Linda Leontowich

Ever caught yourself checking your inbox excessively, waiting for an email from someone? It happens to me often. And each time I have rationalized to myself convincingly about having some type-A tendencies so it comes naturally. 

A client told me “It’s a joy to work with people who are responsive to time-sensitive and important emails.” I totally agree. From our conversation I learned that, like me, she was starting to use the “read receipt” feature more and more when sending emails.

A friend pointed out that a person can overuse such features. Though he makes a valid point, I like not having to guess whether someone has received my time sensitive and/or important email. We all know that “cyberspace” can be unpredictable, especially with today’s stepped up filtering.  

It’s a good idea to use such features selectively. You might know of someone who sends messages identified as “high priority” and calling for acknowledgement for “read receipt.” Such messages may not be taken seriously by the average business professional, simply because the really important messages no longer stand out. Everything appears urgent. People have started ignoring the flags on those messages because the flags have lost their relevance—much like “crying wolf.” 

There are some exceptions, of course. For people who work in legal and real estate professions, such due diligence with message tracking is essential. 

My discussion with business colleagues led to an informal survey of their pet peeves regarding email communication. I was so impressed with my findings, I decided to share the following seven tips for communicating in cyberspace.

1.  When attaching a document, it is a good idea to make special reference to the attachment in the wording of your message, otherwise it may be missed.

2.  In composing an email, remember that the recipient(s) do not have the luxury of nonverbal cues, so take extra care to show consideration.

3.  Make a habit of including your contact information, especially phone numbers, when sending messages. (On an email thread, including your contact information once is sufficient.) 

How many times have you received an urgent message while you were out of the office, from someone you didn’t know well, and the person didn’t leave a phone number? By including your contact information you make it easier for recipients to respond, especially if they are traveling or taking a short break while attending a meeting.

4.  When constructing an email be watchful for ambiguous statements referring to “it,” “she,” “he,” or “them.” Sometimes we assume people know what we mean but in fact they don’t. Such messages can leave people confused, or worse, the recipient(s) may come to inaccurate conclusions.

5. If you include people outside your organization or industry in your email, be careful not to assume that suppliers and contractors understand the company acronyms. People in your department or company might be familiar with “CYTs” or the “JTAs,” but an outsider may have to take a wild guess at what the letters mean. As a courtesy, spell out what the acronym means the first time you use it. Then you can use the acronym without explanation in the rest of the message.

6. Take the time to be considerate when dealing with sensitive issues.  (A meeting or phone call is more personal than an email and can help you understand the other person’s point of view.) Ever jumped to conclusions after reading an email and then discovered your assumptions were wrong when you actually conversed with the individual? When in doubt, leave it out.

7.  When providing important details toward the bottom of an email, give recipients a heads-up at the start of the email to watch for pertinent information at the bottom of the message.

As with any important prose, take the time to proof-read your message before you hit "send". 

Even though you may be often pressed for time when communicating on cyberspace, bear in mind that the extra attention to details speaks volumes about your professionalism. 

Copyright August 2008 Success Strategist Linda Leontowich of Learn to Thrive Inc.