Writing That Works, 3e_ How to Communicate Effectively in Business - Kenneth Roman [19]
Sent: Friday, January 21, 2000 2:31 P.M.
To: eaworld@eahq
Subject: E-mail fever
In the past few weeks, many EA folks have expressed their frustration over the huge quantity of e-mail we at EA seem to send each other. Many of us feel overwhelmed.
I would like to suggest a couple “rules” that might help stem the tide.
Do not copy unneeded persons on your e-mail. Send notes only to those that need to read it.
Avoid using the “Reply to All” button … unless there is really a good reason.
Do not join in the e-mail circus by adding your thoughts or short ideas to these never-ending e-mail threads that clog up our in boxes. Instead, when you see a monster e-mail thread starting, stop the flow and call a real face-to-face meeting to resolve the issue.
Do not use e-mail when a quick word over a cube wall will do the trick.
Avoid using broadcast e-mails unless absolutely required (yes, I see the irony in this).
Try to follow this rule … unless what you are sending (a) imparts new information to someone who needs it, or (b) agrees to a request, or (c) responds to a question or (d) asks a question or makes a request, do not send anything.
I know many of us get the shakes if we do not send an e-mail every few minutes, but take a deep breath and try to get over it. We’ll all be happier.
John
Riccitiello says he has to send this reminder every six months or so.
Try not to make people scroll through a page or more of addressees before getting to the subject; they tend not to bother. One way to handle a long list is to give the group an alias name in the Address Book — we used e-pals for this book.
If you find yourself caught up in a series of copied messages which are of only peripheral interest to you, politely ask the author to take you off the copy list. When someone sends a batch of questions that will require too much time to answer in writing, ask the sender to set a telephone date for you to tackle them.
Since many executives are locked up in meetings or traveling and may not check their e-mail every day, sometimes it’s wise to alert the recipient if the message is urgent. A brief voice mail message works here; actual contact is not needed. The general rule remains: e-mail or phone, but not both.
Another principle of etiquette, neatness, translates as making it easy to read — and is covered in the chapter with that title. However, one aspect of making it easy to read applies particularly to e-mail: how to handle attachments.
If the purpose of your message is to deliver an attachment, say so immediately: “Here is an attachment …” And go easy with the attachment. It’s irritating to receive presentations with wild colors for text and background; they’re hard or impossible to read, and take forever to download.
When sending large attachments or multiple files, your reader will appreciate it if you compress the files. (Check your PC manual or Help program to figure out how.) Compression conveniently groups files together and shortens download time.
This is especially relevant outside the United States. Remember that many people around the world pay per-character charges and telephone surcharges to receive your e-mail. And don’t assume that the recipient has a high-speed modem, and easy access to the World Wide Web. If your e-mail contains an attached file or refers to a www address, your reader may not be able to get important information.
If you ever receive attachments with e-mail, you should definitely install a virus checker. One virus, Melissa, only caused embarrassment — it sent a list of porn sites from a target consumer’s e-mail address book. Other viruses destroy files, wipe out data on a PC’s hard drive, and even make it impossible to start up programs. The Chernobyl virus caused computer meltdowns around the world. Handle attachments with care — and back up anything important.
When NOT to e-mail
Most circumstances in which snail mail is preferable to e-mail are obvious: legal matters requiring signatures, invitations to formal events, fund-raising letters. Here are a couple