E-mail is an amazingly helpful
tool but it is also a largely impersonal one. Working in isolation on your notebook
without face-to-face contact can lead to a wide range of miscommunications.
In fact, how we communicate often
depends on whether we physically interact or do our ‘talking’ through e-mail.
People often ‘say’ things through e-mail that they would never say to
someone’s face. Learn some ways to mind your e-mail manners.
This is particularly obvious to
anyone who has ever received an angry, embarrassing, or offensive e-mail.
Without any facial expressions,
voice intonations or any other cues, it is easy to misread an e-mail. Was it intended as
straightforward, ironic or humorous? Even a sentence such as ‘you did great work
today’ can take on a thousand different meanings depending on who wrote it, and how
you feel at the time.
For the writer, who may rarely (if
ever) see the intended recipient, there is no social blocker in place to mediate their
behavior. Whether angry, upset or simply uncaring, there is nothing in place to stop them
from fully expressing themselves.
Even if they had no overt intention
to cause offence, what they may assume is innocent, even funny, can come across as rude,
patronizing and insulting.
Here’s a few quick tips to
help you keep you cool under pressure:
Before you send
1. Always think twice
Okay, you’re angry or upset.
Write your e-mail. Save it. Read it. Go have a coffee. Read it again. Then ask yourself
the big question – is it really worth sending? Chances are it isn’t.
2. Keep it clean
Accusatory comments and expletives
can truly offend. Remember, once something is said, it can never be taken back.
3. Empathize with the
reader
Think of the things you don’t
like to receive in an e-mail. For example, are people always shouting IMPORTANT things in
upper case, using hundreds of abbreviations and emoticons, sending large attachments? If
you don’t like receiving certain things, why send them to others?
4. Check the 'send
to' list before you send
Believe it or not, everyone
doesn’t want to read your e-mail and you just might be sending your scathing thoughts
about someone to everyone.
Draft your e-mail first –
leaving who it is intended for in the To: line blank. If you accidentally hit
“send” before you actually intended to, a prompt will remind you to input the
recipient’s e-mail address. It’s a direct way to make sure your messages
don’t go out before you want them to and gives you time to consider who really needs
to be on the receiving end of the message.
5. Be polite
Whether at your desk or texting a
message from your phone, saying ‘hello’ and ‘thanks’ in the
introduction, anywhere throughout, or even waiting until the end of the message can make a
huge difference.
6. Resist temptation
Yes, something was said. Yes, maybe
you were criticized. Perhaps you were CC’d on an exchange between a colleague and
your boss. How you respond next will say everything about you. Remember, once something is
said, it can never be taken back.
7. Response required?
Yes, especially if it is a business
memo. Acknowledgment of receipt is good business etiquette. You may simply indicate a
response will be forthcoming. Not acknowledging an email from a colleague may be perceived
as a lack of interest
or intent.
