Tips for effective email communication – Part II

Mike Peck is the President of Outside Source Design and the chief marketing strategist. This is the second of four articles by Mike offering a few helpful hints toward making your email communications more effective.
Let’s be honest; we are far too tethered to email. Frankly, it’s hard to look away from your smart phone or laptop when the little red number shows up noting that messages await. You just have to look. Resistance is futile.

However, just because we are more connected, it does not mean that we communicate more clearly. In fact, I would wager that sending messages faster only yields more confusion. In an effort to respond quickly we only make things more difficult in the long run. The content of your message is the key to communicating clearly.

First, do no harm

With all due respect to this maxim of medical ethics, the intent applies here. When you are creating a message it may be advisable to carefully consider the subjects you raise and how you raise them in order to avoid creating problems. Don’t raise issues that are not germane to the topic. If you are responding to a thread, stay focused on what is topical, not something deep in the email history. Communication is an opportunity to create understanding. Do not complicate the process by intervening in areas that are not to the point at hand.

Check your tone at the door

The tone of a message is how the reader interprets your attitude. Your choice of words will set a tone of collaboration, helpfulness, sarcasm, ire or satisfaction. Take time to consider how someone might read your message with no context to the history of the conversation. Consider the difference between these three email sentences:

“Please help me understand your intent.”

“I would enjoy learning more about your approach.”

“What were you thinking with this?”

What is the sender’s intent or attitude in each of these? How would you respond to them? It's important to remember that without the emotional cues—body language, facial expressions, and tone of voice—it's easy to misinterpret the writer's intent.

Say it as simply as you can

Email is not the place for side conversations. Think of the number of messages you process every day. It is a daunting task to read, process, file and respond to the message overload we all face. Thus, when you create your message, say it as simply and clearly as you can. Try to avoid the euphemisms and text jargon that are all around our culture. Use complete sentences and state your point. Try to be as simple and respectful as possible.

Ask for action

Be sure to have a clear call to action in your message. What are you asking the reader to do? What kind of action or steps do you need them to take? Is the message simply for clarification of information? If so, then offer to the reader that you are available to answer any questions. Are you confirming action items? Then simply list them. Are you building consensus? Then use the helpful phrase, “Just to confirm.” Think about what you want from the reader before you start. Then, close your message with your request.

I rely on my email and smart phone for more and more each day. Often times I find myself on the receiving end of messages that create more confusion than clarity. Put content tone and intent at the heart of your next message. Keep things clear and simple while keeping content king. You’ll be glad you did—and so will your readers.