Too many emails, too little time? Email provides a wonderful communication medium for business and personal use.
However - as with any form of communication --there are many opportunities for miscommunication.
Email often appears to be one-way communication.
We either focus on sending a message or receiving a message.
True communication, however, is never a one-way event - it's an exchange.
Communication hasn't occurred unless at least two things happen: 1) a message is received and understood, and 2) a response is made.
As senders, it is our responsibility to make our messages as clear as possible.
We want to pay attention to the information, the emotional tone, and the context.
As receivers, it is our responsibility to read the message as carefully as possible - being careful not to jump to conclusions about what is being said.
Here are some tips for using email more efficiently and effectively.
SENDING MESSAGES 1.
Organization.
It helps to organize your message so that the reader can follow it easily.
An update on a book club meeting might follow a who - what - when - where - why format.
A recap of a business phone call might start, "Here are the three action items from today's phone call," then list the items in numbered format.
2.
At a glance.
Email readers read quickly and may need to refer back to an email for key information.
Use headings, bulleted lists, and numbered items to help your reader follow your thoughts and find key points.
Use of bold and underlined font can be useful for highlighting material.
3.
Guide the reader.
State the purpose of your email up front.
This will help direct the reader's attention, and let them know what action is needed.
For example: "I have two questions to ask you on the Smith project.
First, let me bring you up to date on what has occurred in the past week.
" After you provide a short update, clearly identify the two questions that you are posing.
"I'm sending this email to update you on last night's Inland Wetlands Commission meeting.
We had some interesting discussions which may provide helpful background for your meeting with the Town Manager tomorrow.
" 4.
Include emotion.
By nature, we fill in gaps in communication - often without realizing that we are doing so! Think for a moment of all the different emotions that you can use with the word "really.
" Really?? (curious).
Re-e-ea-lly? (surprised, doubtful).
REALLY!!! (indignant).
Really.
(matter of fact agreement).
Sometimes, the meaning of the word can be found in the context of the message.
Other times, we need nonverbal clues, such as tone of voice or facial expression.
Misinterpretations of emotion are, perhaps, one of the biggest problems in communicating through email as they are often difficult to catch.
The sender "knows" what was intended, and the reader "knows" what s/he read.
It may be awhile before they realize that they have misread the situation.
Adding emoticons can be appropriate for some types of email messages; adding emotion words in parentheses, such as (wink), (grin), or (smile) can also be helpful.
More formal emails will use less joking and sarcasm.
Other emotions can be added through use of more formal words.
"I was pleased with the way you facilitated the meeting.
" or "I'm frustrated that you announced our decision before I provided my feedback.
" 6.
Use selectively.
It's easy to get in the habit of using email for all of our communication.
Like any other communication medium, it is not always appropriate.
Email is useful for straight-forward messages, providing written confirmation of a discussion, asking simple questions, and keeping in contact.
When you need to have a complex discussion, come to a group decision, share emotion-laden information,or brainstorm solutions, phone calls and face-to-face meetings can be more effective.
READING MESSAGES 1.
Focus.
Trying to read email messages while talking with others, participating on a conference call, or watching TV rarely works.
If messages must be read before another activity is completed, ask for a five-minute break.
Equally important -- quiet your thoughts.
Focus on the message in front of you.
Think about the content, tone, and context of the message.
2.
Read the whole message.
One of the biggest complaints about email is the volume of messages.
Many messages, however, are repetitive.
Attempting to skim too quickly, readers often don't see that all the details they need are provided in the initial message.
3.
Reorient yourself.
It's important to put yourself into the mindset appropriate to the conversation at hand.
Are you frustrated that your child just spilled his milk? Don't let that frustration inadvertently seep into an employee's request for a vacation day or purchasing's suggestion that you need to revise your RFP.
4.
Think before you respond (but respond!).
In a quick pace society, it is natural for us to react to emails quickly, when a more mindful approach may serve us better.
Perhaps the time is available on the schedule for a meeting, but is it the most appropriate use of a Thursday morning? Perhaps on first read I don't understand why you want to invite the engineers to the meeting, but upon reflection of our discussion yesterday, I may think it is a good idea.
5.
Use selectively.
Just because someone has sent you an email message, it doesn't mean that you must respond by email.
If the issue is complicated, requires scheduling, or is full of nuances and emotions, you may be better served to pick up the phone, schedule a meeting, or walk into the next room to talk! GENERAL TIPS 1.
Can it be posted to the newspaper? Don't assume an email is private.
Email messages can be sent or forwarded-- inadvertently or on purpose - to inappropriate places.
Emails can be printed.
Emails can be subpoenaed.
Be careful what you put in writing! 2.
Would you say it to the person's face? Many of us are sending emails that say things in ways that we would never be comfortable talking directly to another individual.
It is important to remember that it IS a person that is receiving the message - and the tone and content of the message is a reflection on you! 3.
Reply.
Have you ever been frustrated by talking to someone, only to find that their mind is elsewhere...
that they haven't been listening? Sending an email without getting a reply can feel the same! Now you have several questions: Did the email arrive? Did the recipient read it? Was it the information she wanted? Often, replies don't need to be long to be effective.
"Thank you.
," "OK," "Looking forward to reading the report," or "I received your application and will be reviewing it over the next few days.
" are often sufficient replies.
These simple communication messages can go a long way to enhancing clear communications and deepening relationships.