Musings from the CU Suite

Written by Anthony Demangone

Yesterday, a colleague and I were discussing just how dangerous emails are. 

We've all received an email that took the wind out of our sails. A poorly crafted email can be a punch in the gut. 

And if you've received one, you've likely sent a few as well. 

And just why is that? 

• Emails are easy to send. Perhaps too easy. You can fire off a note without thinking. To quite a few people. In different time zones. All in a few seconds. 
• Emails rob the sender and receiver of a number of social cues. A smile. A laugh. The tone of voice. 
• Emails are great between friends. But work conversations often involve people on different levels of a organizational chart. Someone is asking for something. Or telling someone to do something. There's a little bit of tension in emailing "the boss." Or in getting an email from one. 

With all of the danger, I've heard a few rules that try to chip away at the danger of "electronic words." 

1. Never send an email in anger. Ever.
2. Whenever possible, only use email to inform. In other words, if you're doing something other than informing (criticising, judging, arguing, persuading), consider picking up the phone or walking down the hall. 
3. The one clarification rule. You send an email. Someone replies, asking for a clarification. You respond. They ask for another clarification. Stop! No more emails. Pick up the phone or walk down the hall. 
4. Use FYI emails lightly. And isn't everything for your information? If you ask a room full of people what FYI means, you'll get a number of different answers. Read it if I have time? I might find it interesting? I'm expected to read this? 
5. Use humor and sarcasm like Tabasco sauce. You may love it on your eggs. Some people will hate it. Guaranteed. 

Electronic words. Fear them.