Writing That Works, 3e_ How to Communicate Effectively in Business - Kenneth Roman [18]
A lot of e-mail ends abruptly — no signature of any kind. It just stops. Since the sender is identified at the beginning, goes the reasoning, why repeat his or her name at the end? But unless the tone of your message is absolutely clear, closing with Thanks or Best wishes or Cheers removes any doubt as to your state of mind.
In the past, people took the time to think, to consider what they wanted to say, before responding to a letter or memo. The possibility for instant response to e-mail — indeed the expectation of it in many cases — increases the danger of going off half-cocked.
Compose yourself, then compose your message. If you’re writing an angry or irritable note, think twice before clicking Send. Seasoned e-mailers admit to sending hot messages and regretting they hadn’t slept on them. Old-style memos and letters, which had to be typed, then read and signed, then put in the Out box, and then mailed, gave senders time to cool off and reconsider. Not so with e-mail — one click and it’s as good as on your recipient’s screen.
Some people protect themselves by handling correspondence off-line, downloading all messages, both incoming and outgoing, before answering, so they can read and correct before sending. They find they tend to be hasty when the modem is on and the Send button is at the ready. Sometimes it’s wise to respond, “Let me think about it overnight. I’ll get back to you in the morning.” In this way, the sender knows the e-mail has been received — and that the response, when it arrives, will be a thoughtful one.
E-Mail Etiquette
It seems like an oxymoron to couple this Victorian term with a New Age electronic medium. Nonetheless, there are old-fashioned virtues like courtesy and neatness that remain relevant in this modern medium.
In e-mail, one translation of courtesy is Limit the number of copies. The only thing easier than sending an e-message is adding people to the list receiving it. Copies are sent to far too many people — for the wrong reasons. To impress them. To cover yourself. To “interest” them. Don’t broadcast supposedly “interesting” material to people unless you know their interests. It’s the e-mail equivalent of junk mail.
If you want action, list only one name in the TO: field. With more than one name, it is not clear who has the responsibility to act and becomes likely that no one will take it on.
Reply All may be the most dangerous button on the screen. Count to ten before you unleash this plague on your victims.
Double-check to make sure your message goes only to the people you want it to go to. An evaluation of a partner in an accounting firm was inadvertently circulated among several thousand people. While the evaluation wasn’t negative, its broadcast sure was embarrassing.
The following e-mail really happened:
From: Charlie Mix-up
Sent: Wednesday, May 26, 10:16 A.M.
To: L.A. Press List
Subject: FW: Press Summary, 5/26, and apologies for the 2,000 e-mails
Dear all,
For those of you who yesterday received 2,000 e-mails from me, I want to sincerely apologize. I had a problem in the configuration of my outlook and it forwarded by rule all the messages to the L.A. press summary list. I did not mean to cause you any trouble. It won’t happen again.
Note: Do not reply to this message because it will go to all the members of the list.
Thanks and regards,
Charlie
Headed “E-Mail Fever,” the following message to his staff from John Riccitiello, CEO of Electronic Arts in Silicon Valley, provides a heartfelt summary of ways to keep e-mail under control:
From: Riccitiello, John