Mind your email manners
In 2017, a study by Carleton University reported that Canadian workers spend more than a third of their time on email. Yet unlike other job requirements, many of us have never had any training in how to write emails effectively. There are many do’s and don’ts that can increase productivity and make sure the right message comes through.
Here are my top 5 clear writing tips for email:
1. Write a clear subject line. Many people receive over a hundred e-mails every day. So, make your subject line specific and clear. If there’s an action you need the reader to take, signal it here. Don’t bury it in the last paragraph – which they may only skim and could miss.
Should you change the subject as soon as the thread or content of the e-mail chain changes? Yes! Never open an old e-mail, hit Reply, and send a message that has nothing to do with the previous one.
2. Send a copy only to the people who really need the information. Think before you click “Reply All” or add names to the Cc or Bcc lines. If you think the person is likely to read very little or skip over the note entirely, think again. Take time to send your message to the right people.
3. Manage the tone carefully. When you communicate by email, you can’t provide the visual and sound cues that help people interpret your spoken messages. What might sound straightforward and direct to you, the writer, can come across as stern or distant to your reader. To avoid misunderstanding, use positive language and be sure to include courteous, softening words – unless you intend and want to talk tough.
4. Get to the point. State the purpose of the email within the first two sentences. Move key points or messages up as early as possible. The person reading your e-mail should not have to dig through several paragraphs to figure out what you’re asking. And, where it helps to bring key points forward, get out of paragraph style altogether and use bullets.
This technique also works well when you have a list of questions or actions you need the reader to take. Readers are far more likely to respond to your requests when you make them clear, concise and easy to scan.
5. Pick up the phone. When a topic is sensitive or complex – and will generate too many questions – don’t handle it via e-mail. In general, if you need to deliver bad news, a phone call works better.
Where this isn’t possible, and you must turn down someone’s application or request in an email, explain the reasons clearly. If you can, suggest other options for the reader – including the option to appeal the decision if this is possible.