A Dozen Guidelines for Using E-Mail
by Bill Lampton, Ph.D.
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Bill
Lampton, Ph.D. |
In most of the seminars I conduct for corporations and associations,
I reserve time to talk about e-mail. Why? Because e-mail has become one
of our most prominent means of internal and external communication. And
guess what... our system did not come with a list of etiquette
guidelines. So I offer these twelve tips:
E-Mail Is Not Confidential
"But," you protest, "I erased it after I read it or sent it." Yet a
computer eraser is not like a pencil eraser. Those words haven't
disappeared entirely. Just ask Bill Gates. He thought that e-mails about
his rival Netscape were gone--until government researchers found them
and used them in an antitrust case. My advice: "Put nothing in e-mail
that you wouldn't put on an Interstate highway billboard."
E-Mail Isn't Always Delivered
"Bill," somebody says by phone, "guess you got my e-mail last week." I
say that I didn't. "Now wait. . .it shows up on my SENT list." Even so,
those words never landed on my screen. For your most vital messages,
then, request confirmation of receipt.
Have Reasonable Expectations About Replies
Because some associates answer our e-mails within five minutes, we get
spoiled. As a result, when others go a day or two without writing back,
we feel snubbed. Remember, though, that people attend meetings, have
appointments, travel and take days off. Anticipate the resulting delays.
Keep the Language Informal
A few months ago I mailed an article to an editor. In the old style of
corresponding, he would have sent a five paragraph letter to respond.
Using e-mail instead, he replied: "Got everything fine." What an
appealing economy of words!
A warning: No sloppiness is allowed. We need to spell correctly and
use acceptable grammar. As the editor illustrated in responding to me,
complete sentences are not required, though. Agreed?
Be Careful with Humor or Avoid It Entirely
With e-mail, we don't have the advantage of facial expression, tone of
voice or a friendly pat on the back. In person, you can get a laugh from
"Betty, when are you going to learn to type with both hands?" In print,
beware the reaction. Even the smiley-face sign may not prompt the
lighthearted mood you are trying to create. So when in doubt, leave the
humor out.
Reprimands Don't Belong on E-Mail
Reprimands come across much more harshly in print than when spoken.
Often this leads to a war of "nastygrams" (a delightful term borrowed
from a public relations expert).
Unfortunately, for some managers e-mail has created a new channel for
"zapping" employees. Supervisors write what they don't have the courage
to say in person. The cure: Reserve negative appraisals for face-to-face
dialogue.
E-Mail Should Not Replace Conversation
When e-mail first entered the workplace, this was my biggest fear. Those
staff members who had become invisible by taking refuge in endless
meetings added to their inaccessibility by resorting to e-mail entirely.
In one large company, the CEO noticed the trend. Wisely, he sent a
notice (by e-mail, I suppose) that beginning the next day no one could
send internal e-mails between 10:00 a.m. and 2:00 p.m. If they had
something to say during that span, they would go find the target person
and tell him or her.
Be Double-Sure You Send the E-Mail to the Right Person
I failed on this once, so I know the unhappy consequences. Strange, but
when you are writing about someone, they're on your mind so much that
you can inadvertently address the e-mail to them. As a safeguard, check
the recipient's name just before you hit the SEND button.
Train Your Employees on E-Mail Policies
It's weird that only one-third of American corporations do that. Then
they wonder why employees play Solitaire, shop and send lists of jokes.
Prevent these time-wasters by giving training classes and distributing
written guidelines. I have helped clients establish these safeguards.
Avoid Spamming
Spamming means sending unsolicited, annoying e-mails. I am sure you
don't want to do that. You can get permanently blacklisted by clients
and prospects if you e-mail them without permission.
Use Your Signature to Maximum Advantage
For example, mine provides contact information, along with links to my
blog and Web site. Luckily, I have a system--Eudora Pro--that allows me
to use the formal signature or exclude it.
Select Your E-Mail Title Carefully
The title is the "teaser" that can increase your chances of readership.
Avoid "cutesy" titles that smack of advertising. Keep your title brief
enough to fit the title line.
Try these dozen guidelines for using e-mail. Share them with your
staff and employees. Soon your workplace communication will improve
noticeably.
Bill Lampton, Ph.D., helps organizations improve their
communication, motivation, customer service and sales. His speeches, seminars,
coaching and consulting share the practical advice included in his book, The
Complete Communicator: Change Your Communication, Change Your Life! Visit his
Web site:
www.ChampionshipCommunication.com Call Dr. Lampton at 770-534-3425.
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