“I have become so dependent on e-mail that I sometimes wonder how we ever got by without it. Imagine, for example, how useful it would have been for Paul Revere.”
-Dave Barry
In the mid-90s, the Internet revolutionized e-mail for all of us. More than a decade later, we’re hooked on “electronic speed,” communicating through e-mail often sent to and from handheld devices.
Experts now count U.S. e-mail in the trillions of messages annually. E-mail communications, including texting and instant messaging, seem so familiar and easy; however, you need only add a dash of haste to spawn a messy problem, ranging from an innocuous personal embarrassment to damage that affects your professional reputation. If only we would pause for thought before clicking “Send.” With this in mind, let’s review some common e-mail “traps” and how to avoid them.
Trap 1: Selecting Recipients
When we first open a new e-mail message, we tend to go directly to the “To” field to type the recipient’s e-mail address. But filling in this line should be your last step. An unintended keystroke could easily send an incomplete message on its way. Undoing this misstep adds time and fosters confusion. Further, as you proof your text-which you must always do-you may realize that you need to add or delete certain recipients.
E-mail tends to foster a casual attitude, but don’t let this prevent you from paying close attention to the “To” line. When you pick names from a contacts list in Microsoft Outlook, for example, the program begins searching as soon as you make your first keystroke. Be careful not to select an unintended recipient with a similar name.
When communicating direction or making an action request, only those intended actors’ names should appear on the “To” line. If you’re not asking for an action or a response from an individual, his or her name belongs on the “CC” line.
Consider relevant hierarchies within your recipient list. Show courtesy and respect by entering names in order of rank or organizational status. If unsure of the hierarchy, you can list names alphabetically.
There is no guarantee of privacy or confidentiality with e-mail; therefore, be mindful of where your recipient(s) will receive the message. If you’re sending a message to a business address, assume the content might be read by anyone in that organization. It’s generally best to send non-work-related e-mails to personal accounts.
Trap 2: The Subject Line
Always use a subject line. What’s typed in this important but often-neglected space has the power to pique one’s curiosity or relegate the message to “later” status.
The subject line should reflect the e-mail’s message. Put key words up front, and keep the message concise; some e-mail formats clip this line to a minimum number of characters. Consider receiving an e-mail with the subject line “Assistance Needed” vs. one with the subject line “Assistance Needed Re: Monthly Training Plan Input.” The latter is clearly more informative.
If the subject line holds the entire message, add “EOM” (End of Message) so recipients know they do not have to open the e-mail. For example, your subject line could simply read “Drill starts at 1000 hrs EOM.”
Trap 3: The Body of the Message
“E-mail has vastly increased the amount of writing expected of us all, including people whose jobs never used to require writing skills,” write authors David Shipley and Will Schwalbe in their book “Send: The Essential Guide to Email for Office and Home.”
The book’s first chapter examines the question, “When Should We Email?” Most of us find e-mail to be a convenient, fast and trackable means of exchanging information, but without forethought, we risk using it inappropriately. There are certainly some circumstances better served by a telephone call, a personal visit or a letter. For more detailed information on this topic, check out the book, in which the authors include several useful lists, including “8 Reasons to Not Email,” “6 Reasons to Send a Letter Instead of an Email” and “7 Reasons to Use the Telephone Instead of Email.”
If you doubt your skills in composing a message or letter, pursue a writing class or composition course at a local college. Regardless of your skill level or experience, find a capable colleague who will proofread your writing, especially for critical business communications, including e-mail.
Tone poses a formidable challenge in written communications. While conversing in person, all of our senses actively examine the verbal and non-verbal messages present. E-mail is devoid of these “coded” details. Shipley and Schwalbe note, “If you don’t consciously insert tone into an e-mail ? tone won’t be automatically conveyed. Instead, the message becomes a blank screen onto which the reader projects his own fears, prejudices and anxieties.” For example, have you ever received an e-mail typed in all capital letters? You probably felt like the sender was shouting at you. Hence, using all capital letters is now one of the universal “don’ts” of e-mail communication.
As you begin your e-mail, consider your current relationship with the recipient and what you want it to be. Construct your message accordingly. Pay attention to both spelling and grammar, and do not use profanity or vulgarities. Resist abbreviations, slang and jargon unless you’re certain the recipient understands them. Zealously avoid the interpersonal land mines of sarcasm and teasing, which may become “lost in translation.”
When you receive an e-mail that triggers strong emotions, be cautious in your response. When feeling angry, sit on your response rather than immediately shooting back an emotion-filled response. Some people find it helpful, even therapeutic, to put their feelings in written form, but don’t use e-mail for your therapy; use a word-processing document stored safely on your computer. Give yourself time to ponder your emotions, and then reread your thoughts. When your response is ready to send, let a trusted colleague read it. Listen carefully to what your colleague says, and consider how your response may impact the relationship.
Trap 4: Reply All, Forward & Attachments
A significant precursor to e-mail disaster is clicking the “Reply All” button. So convenient, so tempting, so annoying ? so many ways to go wrong.
The preeminent problem with “Reply All” is the risk of sending business decisions (sometimes confidential), thoughts, opinions and information to the wrong people. And it often doesn’t stop there. Some people may take delight in your misstep and pass the message along to others.
Forwarding e-mail to persons not already included in an issue can help extend awareness and gain additional perspectives; however, forwarding can disregard the intent of the initiator. Before forwarding, ensure it’s OK with the original sender to do so. If it’s not OK or you’re unsure, resist the urge.
Attachments allow you to include valuable material as part of your message, but consider several important guidelines before clicking “Attach.” Ensure your attachment is relevant and appropriate for all recipients. Additionally, most handheld devices cannot open attachments, so include a brief description of its content in your message. If only a small portion of the attachment relates to your message, copy that element into your e-mail and drop the attachment.
Think Before You Send
E-mail missteps are easy to make. If you have yet to make an e-mail gaffe, remember the old quip, “There are those who have ? and those who will.” With that in mind, do what you can to avoid such situations, keeping in mind these two common sense rules from Shipley and Schwalbe: “Think before you send,” and, “Send e-mail you would like to receive.”
