Do you have Email Tips to share? I always ask a version of this question to all of my clients – and I am usually given some really interesting ideas and suggestions.
One of the things that has changed most in the workplace over the past 15 years is the way we have come to rely on email for much of our communications.
I have always admired Declan – the owner of a services company employing 48 people – for the way that he communicates through email. He always seems to get my attention, make his request eloquently and remain personable in all his email communication.
One day, we were coming to the end of a coaching session and I asked him about his use of email – what sorts of ‘rules’ he follows for email.
‘Well, I do follow some rules, but they’re MY rules, so I bend them and break them as I need to!’ Declan started.
‘I have different rules for both receiving and sending emails. But the biggest thing is that I don’t email people, I communicate with people to get specific results. Email is only one of many communication platforms. I like to follow eight different rules.”
And then Declan shared his 8 rules for communicating with email:
- When I receive a mail that I don’t understand – I get on the phone straight away! No point in looking for more email when the sender is not the best communicator.
- When I open an email – I reply to it – even just to acknowledge receipt. Communication is a two way thing.
- When I send email – I always put the person’s name and a request in the subject line. There’s a lot of competition in our inboxes, and I want my email to be noticed. So I might write ‘Mary, which of the following options do you prefer’ in the subject line. That question also gets the receiver curious about what is in the email.
- When I send an email – especially if it is longish – I will always start with a summary of what I need the receiver to do and why. I might say: ‘Mary, I have outlined 3 options for the service you requested. At this point I want to ensure that you have all the facts around each option – so I’ll call you tomorrow to run through. If this is inconvenient please call me back to arrange a more suitable time.’ And then I give the detail in the rest of the email.
- I never (well, hardly ever) give attachments. I put all the detail in the email.
- I always use full and conversational English in my emails.
- When I get a reply to one of my emails and I feel there is something left unsaid, a little email ‘hostility’, I pick up the phone and talk directly. The use of email has run its course in this situation and may lead to a lot of misunderstanding if we continue.
- When I send an email to a group of people – my rule is to be realistic! This means I should expect a ten to twenty per cent response rate, and I’m going to have to work on the rest. This rule means that I think twice before using email exclusively for big groups.
‘So, you can probably see that most of my rules have to do with email not getting in the way of human communication. I value the relationships I have with my customers and fellow workers.’
‘Email is a marvelous tool, but sometimes it can be a little like a loaded gun! It needs to be treated with care and responsibility.’ Declan concluded.
A Experiment for You:
- Have a think about what works and doesn’t work with your email communication at the moment.
- Have a look at Declan’s ‘rules’ above. How might you adapt his rules for better communication through email? You already have your own rules (maybe unconsciously!) – how can you improve your current rules?
- Decide on 2-3 ‘rules’ that you would like to experiment with for a week. Be creative – one example of a rule is ‘I will use just one line to reply to all emails for a week’. That will force you to think carefully about what you say.
Question: What are YOUR Top Tips for Using Email?