In the modern business world email is probably the number 1 communication tool. However, it is extremely easy for email to turn into a mess that sucks up too much time. I have worked remotely for nearly a decade and in that time I have learned (and am still learning) that like any tool email is only as good as the person using it. Different people have different expectations when it comes to email and it needs to be used differently depending on the situation (especially when emailing clients or suppliers). Still I have compiled below a few email rules I have found really important when emailing co-workers and others within your company.
Rule #1 "Reply All" should be you default method of reply.
If someone sends you an email and CC's another person on it they are probably trying to start a group conversation (as if you were all in a room together). Therefore you should respond to everyone in the discussion unless there is a specific reason not to. Its very frustrating to try and start a group discussion then to get a bunch of individual responses.
Rule #2 Create group discussions
I can't tell you how often people have said "I told Jane to do this yesterday, I will check with her and get back to you". Why not just CC Jane on the reply and say. "I told Jane to do this yesterday. Jane, did you have a chance to get this done". See how much more efficient that is? Look to do this every chance you get. It is totally fine to address two people in an email and kill two birds with one stone. See Below...
Hi guys,
Jane, were you able to call the supplier. Bob, after she calls the supplier and gets confirmation don't forget the order has to go out by 5pm.
- Jacob
Rule #3 Don't Go CC crazy. If you don't specifically name someone in an email then you probably should NOT cc them. Also if you do CC them you should issue to them a specific command or question. You should not just CC someone to "make them aware" unless there is a
really good reason to do so - even then you probably should mention them saying something like "Jacob what are your thoughts?". If in doubt don't CC a person if you don't mention them in the email.
Rule #4 Emails are a way to get on the to do list.
Most people are very busy and have a lot to remember already. Email is a way to have things written down so you don't forget. If a person tells me "send me that report tomorrow" by phone or in person there is a higher likelihood it will be forgotten. A quick email is much better as it does not require the mental energy to remember.
Rule #5 Keep it concise and focus on the command, or question.
Business emails should be concise. Nearly all emails are written to do one of the following...
- Issue a command (aka ask/tell someone to do something)
- Get information (aka ask a question)
- Convey information (aka "FYI").
When reading an email you usually want to know what you need to do with it. Conveying information should be done as briefly as possible and the focus of the email should be on the command or question. A real pro will put the command or question at the bottom in a line of its own. Here is how.
Hi Bob,
Yesterday the supplier charged the wrong card and it caused a delay in the shipment. We have 4 customers waiting on orders. I worry we might lose them.
Can I proceed with shipping the material without payment?
Notice the first paragraph, the one with the backstory is short. Short and to the point is best. Teammates don't need a life story they need just enough info and then to know what action they need to take. Then the command or question is at the bottom where the reader can quickly find it.
Rule #6 Avoid FYI's
Any email that does not contain a question or a command is merely informational (an FYI). These should be limited as much as possible. Usually, if a person wants information they will ask for it (IE "Please let me know when you get those new advertisements up")
Rule #7 No need for meaningless replies. (unless asked for)
Sometimes people will email back "Thanks" or "Got it". While these are polite gestures they are not really needed. A sender should assume the recipient got and understands the email. If it is important the sender should put a command like "Let me know if you understand" or "Let me know when you get this".
Rule #8 Don't call or talk if you can email
Calling someone interrupts them. It is a way of barging into their world and saying I need you at this moment. Sometimes you might need them and it is important but if it can wait a 6-24 hours just email them.
Rule #9 Text if its urgent, but simple.
If you need to know the password to the wifi and are sitting waiting for it just text. Text is a way to say this is urgent but it can be taken care of quickly. Email would take too long and a phone call is not really needed for such a simple question.
Rule #10 Call if its urgent and complex
Lets say you have a decision that needs to be made regarding an upset client that will require some brainstorming and figuring out from a manager and the decision needs to be made in the next hour or 2. This is the time for a phone call. Phone calls should be used to handle time sensitive matters that can't be resolved with a quick text message.
Rule #11 Use alternative methods of communication.
There are some awesome tools out there to cut down the amount of emails you use. Personally I love google docs/drive and their "comments" function. You can have amazing brainstorm sessions, meetings, and document collaboration without sending a million emails back and forth, completely remotely and on your own time.
Rule #12 Don't read too much into tone.
When dating a person will read WAY to much into every word sent to them. In business try to avoid this. If I just say "yes" or "no" or fail to include a "Best wishes" at the bottom of my email I am not trying to be rude, I am trying to be efficient. Politeness should be exercised as much as possible but please realize that often when dealing with sometimes hundreds of emails you don't have time to write "best wishes" 100 times.
