While email has been around for a while, they haven't been around enough for us to really get a sense of it as a communication medium.
There are lots of communication blunders people make on email. Most are just irritating, but some can be disastrous!
The irritants are themselves the subject for another post.
The one I want to talk about right now is the dangerous one: managing by email.
In my view, email's good for:
There are so many aspects of communication that are absent over email, nuances that completely get missed. You're dependent only on what text can give you: italics, bold, bullet points etc. Body language's missing, facial expressions are missing, voice and tone are missing! You're basically guessing at what's the objective of the message at the other side.
It's asynchronous, so you can't control how the recipient receives the message: they can choose to skim through the message, or read only the first few lines, or read it backwards, basically any way other than the one you intended! You might structure it as much as you want, but you can't control how the reader's going to read! Add the complexities of inlining comments, and it gets messier!
It's not interactive, which has big limitations of it's own. You basically have to guess at how the conversation would go, and put a lot of content out there.
Add to that the fact that people's attention spans are very short for email: often, they are in a meeting or a conversation with someone else when they read an email: or working on some other task: so their mind is really elsewhere! Big chance that they would take away bits and pieces of the message, ending up with something far different from what you intended to convey!
And finally, the fact, at least in India, that people are not very perceptive about the use of the written word: try and add nuances and tones in your email, and it will be lost on most people. If you point those out later, you'd be branded as being guilty of splitting hair...
I've been in situations where relationships have gone bad over time over emails. And because most discussions would happen over emails, there was very little need or occasion to talk in person, making things even worse.
So, my proverbial two cents: don't do any important discussions over email. No. Never. Not once.
Push it out to a face to face meeting. If not possible, pick up the phone. If still not possible, delay responding: perhaps that'll give time for a call or in-person meeting.
The only situations when it might be ok to do it are where you're sure that you've got very strong understanding with the other people involved, and be careful there as well!
If you're a manager, find time to meet your team at least once a week. Mark 30 minutes on your calendar every week for each of your direct reports.
Use those 30 minutes to bring up all concerns and review all discussion items, even if you've gone over them via email.
Try and do the same with your manager. If they are unable to find time, be even more careful about email.
If your manager can't find 30 minutes a week for work related discussions with you, you're better off elsewhere!
There are lots of communication blunders people make on email. Most are just irritating, but some can be disastrous!
The irritants are themselves the subject for another post.
The one I want to talk about right now is the dangerous one: managing by email.
In my view, email's good for:
- sharing information: this could include status updates, documents etc.
- recording conversations: summarising discussions, ensuring everyone's come out with the same understanding etc.
- basic transaction workflow: leave applications, expense reimbursements, other transactional flows where ambiguity doesn't exist.
There are so many aspects of communication that are absent over email, nuances that completely get missed. You're dependent only on what text can give you: italics, bold, bullet points etc. Body language's missing, facial expressions are missing, voice and tone are missing! You're basically guessing at what's the objective of the message at the other side.
It's asynchronous, so you can't control how the recipient receives the message: they can choose to skim through the message, or read only the first few lines, or read it backwards, basically any way other than the one you intended! You might structure it as much as you want, but you can't control how the reader's going to read! Add the complexities of inlining comments, and it gets messier!
It's not interactive, which has big limitations of it's own. You basically have to guess at how the conversation would go, and put a lot of content out there.
Add to that the fact that people's attention spans are very short for email: often, they are in a meeting or a conversation with someone else when they read an email: or working on some other task: so their mind is really elsewhere! Big chance that they would take away bits and pieces of the message, ending up with something far different from what you intended to convey!
And finally, the fact, at least in India, that people are not very perceptive about the use of the written word: try and add nuances and tones in your email, and it will be lost on most people. If you point those out later, you'd be branded as being guilty of splitting hair...
I've been in situations where relationships have gone bad over time over emails. And because most discussions would happen over emails, there was very little need or occasion to talk in person, making things even worse.
So, my proverbial two cents: don't do any important discussions over email. No. Never. Not once.
Push it out to a face to face meeting. If not possible, pick up the phone. If still not possible, delay responding: perhaps that'll give time for a call or in-person meeting.
The only situations when it might be ok to do it are where you're sure that you've got very strong understanding with the other people involved, and be careful there as well!
If you're a manager, find time to meet your team at least once a week. Mark 30 minutes on your calendar every week for each of your direct reports.
Don't leave it to email or phone.
Don't let it slide: it will come back to hurt over the long run.
Don't let it slide: it will come back to hurt over the long run.
Use those 30 minutes to bring up all concerns and review all discussion items, even if you've gone over them via email.
Try and do the same with your manager. If they are unable to find time, be even more careful about email.
If your manager can't find 30 minutes a week for work related discussions with you, you're better off elsewhere!
