{"id":1091,"date":"2021-09-29T11:48:00","date_gmt":"2021-09-29T10:48:00","guid":{"rendered":"https:\/\/www.stretch-coaching.com\/?p=1091"},"modified":"2024-07-23T11:10:19","modified_gmt":"2024-07-23T09:10:19","slug":"top-email-calamities-to-avoid-and-how-to-make-an-impact-instead-1","status":"publish","type":"post","link":"https:\/\/www.stretch-coaching.com\/en\/2021\/09\/29\/top-email-calamities-to-avoid-and-how-to-make-an-impact-instead-1\/","title":{"rendered":"Top email calamities to avoid and how to make an impact instead"},"content":{"rendered":"
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\u201cMy Corporate Survival Hack series draws on experiences of working in local, regional and global life-science communications to offer some little tips for enjoying a big business career. This column addresses the appropriate use of email and how to avoid nightmares in electronic communication.<\/b><\/p>

My fianc\u00e9e had bought me a string tanga birthday present. For a fun \u2018thank you\u2019 message, I took a selfie in body builder pose, just wearing the tanga. In the subject line I put: \u2018Would you like to see more? \u2026\u2019
<\/em>Five minutes later my boss replied: \u2018I don\u2019t think so. But thanks for the offer.\u2019<\/em>\u201d<\/em><\/p>

The web is full of anecdotes about emails gone wrong. While some of these blunders read funny, inappropriate emails can lead to serious damage for the business as well as the individuals involved.<\/p>

While it can happen to any of us who use email routinely, it can cost professional credibility, reputation and sometimes even an entire career. In recent years, emails, text messages, social posts and other electronic communication have been admitted as evidence in courts around the world. Nothing you write or post, regardless of channel or audience, should be considered \u2018private\u2019 any longer.<\/p>

There might go your career \u2026<\/strong><\/p>

Take Spirit Airlines\u2019 CEO Ben Baldanza, who faced a fire storm back in 2007 for accidentally hitting \u201creply all\u201d. Which directed an internal email about a passenger complaint to that very passenger, instead of only instructing the in-house communications team: \u201cWe owe him nothing as far as I\u2019m concerned. Let him tell the world how bad we are. He\u2019s never flown us before anyway and will be back when we save him a penny.\u201d<\/p>

Despite soaring social media engagement, email still is the number one communications channel of most corporations large and small. Because we spend so much time on it, using email appropriately and purposefully can help enterprises conduct business in a responsible manner obeying applicable laws, guidelines and ethical standards. And what\u2019s true for the use of email usually applies to other forms of electronic and social engagement, too.<\/p>

Let\u2019s not forget that employees don\u2019t own their company email. Employers can monitor electronic communication, and people have been fired for violating related policies. Violation of email policy and messages containing inappropriate or offensive language are the two most common causes for email-related firing in the US. While workers may be disciplined or terminated because of inappropriate messages, companies can face the risk of lawsuits.<\/p>

How email is best used<\/strong><\/p>

Over my years in the corporate world, I learned to use email primarily for brief clarifications, asking simple questions and providing short answers. It can be effective for saying \u201cyes\u201d or \u201chave you also considered x?\u201d In these instances, it\u2019s usually best to direct it to just the person in charge and spare others the time and trouble of having to wade through information not directly relevant to them.<\/p>

In a large organisation context, it\u2019s also a great vehicle to provide fairly straightforward updates to bigger groups, especially when recipients are based in diverse locations and time zones. When using it that way, always make sure to mark the subject line as FYI or INFORM so that people know it\u2019s not time-critical nor does it require a response.<\/p>

What\u2019s not for email<\/strong><\/p>

Email is not, however, a tool to lead complex discussions. If you have to say \u201cno\u201d, share sensitive feedback, settle an issue or for other discussions that require sufficient time, tact and the exchange of comprehensive information, do it in person, pick up the phone or schedule a video conference.<\/p>

Nor should difficult personal news ever be broken by email. Whether someone\u2019s job is at stake, their performance review terrible, or a loved one or co-worker injured, that personal impact should always be conveyed in a respectful, personal manner, and ideally face to face. Imagine how you\u2019d like to be communicated to under similar circumstances and apply the same curtesy to others.<\/p>

As a general rule, avoid questionable behaviours and opinions especially when you\u2019re representing your company or institution. Don\u2019t post anything you wouldn\u2019t feel comfortable seeing quoted in the public domain. What consequences might it have if your email were leaked to the wrong audience?<\/p>

Never respond when you\u2019re mad<\/strong><\/p>

Emotion is a bad guide. Never write or respond to emails when you\u2019re mad at someone. If you need to get it out of your system, draft the note, then let it sit for a few hours or overnight to revisit the draft the next morning, in a calmer state of mind. If you\u2019re not sure, don\u2019t send it!<\/p>

Confidential and sensitive content doesn\u2019t belong in emails, not even internal ones. Apart from the possibility of human error by misdirecting the original to an unintended audience, recipients might forward your message or otherwise disclose or publish it. Beyond business strategies, revenue targets, competitive analyses etc, this also includes speculating about a colleague\u2019s or customer\u2019s illness, income, religious belief or political affiliation, plus a lot more.<\/p>

Never express yourself disrespectfully to or about others or make fun of people, present or absent, via email. Avoid commenting on your own or a competitor\u2019s executives, products, services or decisions.<\/p>

In general, don\u2019t put anything in email that could be misinterpreted, misconstrued or used to discredit or jeopardise people or businesses if it landed in the wrong hands. Don\u2019t put in writing what you wouldn\u2019t say to a person. How would you convey the same message in a spoken, personal conversation?<\/p>

Know your organisation\u2019s policies. Regardless of level or role, the policies apply to your digital and virtual communication, too. Don\u2019t engage in conversations that may conflict with your professional responsibilities, laws or ethics.<\/p>

Reduce your readership<\/strong><\/p>

Keep distribution to who needs to know. Stamp out \u201creply to all\u201d. It\u2019s considered unsophisticated and lazy. Make a habit of leaving the \u201cto\u201d field blank while creating your message or response. When ready to send, consider who really needs it and consciously add those names. Not only will this help communicate to the right people, it\u2019ll also prevent the premature sending of incomplete emails.<\/p>

Don\u2019t trust \u201cauto-complete\u201d. As soon as an email recipient is suggested \u2013 check. In most email software you can switch off the auto-complete function.<\/p>

When you receive emails, consider whether a response is required. Even a one or two-word answer like \u201cgreat\u201d or \u201cgot it\u201d can cost the recipient up to 30 seconds, causing distraction and interrupting their workflow. \u201cThank You\u201d emails should be used sparingly to acknowledge a job well done and kept to the person or team it concerns.<\/p>

Save time \u2013 yours and theirs<\/strong><\/p>

Keep short and simple. Always remain constructive, accurate and polite. Details are better saved for a conversation. And don\u2019t be offended by a short response: it\u2019s a sign of efficiency.<\/p>

Help recipients prioritise by adding keywords at the beginning of the subject line, like: FYI, ACTION, APPROVAL or URGENT.<\/p>

State the specific reason for the email and what action you need in the first sentence. Avoid open-ended questions requiring a lengthy response \u2013 where possible, provide choices to select from.<\/p>

Summarise essential context in few simple words or bullets. Don\u2019t expect readers to wade through multiple previous email threads to figure it out. Think twice before attaching files the recipient must open. If you\u2019re just sharing a slide or two as an FYI, consider simply copying and embedding them in the cover email.<\/p>

It\u2019s okay to disconnect<\/strong><\/p>

Set an example by spending less time on email. If we all reduce the churn, everyone benefits. Consider blocking offline time in your calendar to get other work done; it may help to deactivate email pop-up notifications during those hours.<\/p>

To get short answers quickly, consider alternatives: pick up the phone, walk down the aisle, send a text, use Office Communicator.<\/p>

Help establish a culture where it\u2019s ok to disconnect. Unless critical, leave email for when you\u2019re at work. Enjoy your weekends. Be on vacation properly.<\/p>

If you\u2019re a team manager, never send emails to your subordinates in the middle of the night, during weekends or holidays. The signal conveyed is for them to feel guilty if they cannot react instantly at 3 am on Sunday morning. If you need to phrase your message off-business hours, tag your draft for later delivery and release it during office hours. Your team \u2013 actually, everyone around you \u2013 will respect you for role-modelling behaviours that respect people\u2019s private space.<\/p>

If worse comes to worst, get support from the communications department in case your (leaked) communication attracts social comments and external enquiries. They will typically partner with you to help mitigate the situation and prevent it from going viral.<\/p>

Top emailing tips<\/span><\/h4>

\u2022 Drop content you don\u2019t wish to see quoted in public
\u2022 Never break difficult personal impact by email
\u2022 Consider the worst case \u2013 what if your email got to the wrong audience?
\u2022 Never engage in conversations when angry or emotional
\u2022 If you\u2019re not sure, don\u2019t send it
\u2022 Don\u2019t email confidential or sensitive content
\u2022 Avoid disrespectful comments
\u2022 If you wouldn\u2019t say it, don\u2019t put it in writing
\u2022 Don\u2019t compromise your professional responsibilities, laws or ethics
\u2022 Limit distribution to those who must know
\u2022 \u201cReply to all\u201d only when absolutely necessary
\u2022 Fill in the \u201cto\u201d field last and consciously
\u2022 Don\u2019t trust the auto-complete function
\u2022 Abstain from unnecessary responses
\u2022 Keep short, simple, polite and constructive
\u2022 Set clear subject and required actions
\u2022 Summarise context, avoid voluminous threads and attachments
\u2022 Consider alternatives to email
\u2022 Set an example by spending less time on email
\u2022 Refrain from emailing outside business hours<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

How to use email appropriately and avoid nightmares in electronic communication.<\/p>","protected":false},"author":1,"featured_media":407,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"off","ocean_gallery_id":[],"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1091","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-allgemein","entry","has-media"],"_links":{"self":[{"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/posts\/1091","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/comments?post=1091"}],"version-history":[{"count":8,"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/posts\/1091\/revisions"}],"predecessor-version":[{"id":6243,"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/posts\/1091\/revisions\/6243"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/media\/407"}],"wp:attachment":[{"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/media?parent=1091"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/categories?post=1091"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.stretch-coaching.com\/en\/wp-json\/wp\/v2\/tags?post=1091"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}