Getting Your Message Across in E-mail

24th June, 2010 - Posted by bethcurl - No Comments

With the Improve Your Writing Course coming up, it seems a good time to offer some tips for Getting Your Message Across in E-Mail.

There are a few places left on the Improve Your Writing course, so book now to secure your place.

Think Before You Write

• Do I really need to pass on this information?
• Who needs to know?
• Is E-mail the best way to communicate?
• Would the phone or a face-to-face conversation be better?

Remember every e-mail creates work for someone!

• Avoid long address lists
• Only copy to those who really need to know
• Use Reply To All sparingly

Composing Your Message

• Use a meaningful and informative title and indicate if the e-mail is for information or action.
• Keep e-mails to a single subject, to aid recognition, filing and retrieval.
• Build rapport with a friendly greeting.
• Put the most important information in the first paragraph
• Format e-mails for easy reading. Space lines between paragraphs enhance the look and clarity of an e-mail message.
• Use correct grammar in e-mail, to ensure clarity and accuracy and to avoid ambiguity. Your e-mail will leave a positive or negative impression in the mind of the reader.
• Choose your words carefully – not everyone has English as a first language and words can be understood differently.
• Don’t be a novelist – e-mails should be concise and to the point.
• Write carefully. Once you send an e-mail you cannot get it back or make it disappear. It may be forwarded on to persons unknown, inside or outside the organisation. E-mail message are legal documents and can be used as evidence in a court of law.
• Consider sending links as an alternative to large attachments.
• Only use high priority when it is needed.
• If the message has a limited life, use an expiry date.
• Do not use read receipts unless necessary.
• Put your contact details at the bottom of e-mails.

Managing Emotion in E-mails

• It is easy for e-mails to be misinterpreted, as they will be read in the mood of the receiver than the mood of the sender, so be careful of the language you use.
• Humour does not always work;  an ironic comment can offend the reader.
• Don’t get into an argument by e-mail; speak to people to resolve difficulties.
• Don’t respond in anger. It’s easy to create an instant and heated response to e-mail. Wait a few hours for your anger to subside, then re-read the message and write a carefully considered response. Or pick up the phone and discuss the issue.
• When expressing emotion it may be better to choose softer words, for instance a strong word like”angry” is likely to raise the reader’s defences, whereas, words like  ”surprised”, “frustrated”, disappointed” can get your message over powerfully without triggering an unwanted reaction in the reader.
• If you are writing about a sensitive topic, ask someone else to review your message before you send it.
• Be diplomatic. Criticism is always harsher when written and e-mail can easily be forwarded.
• Don’t carry out sensitive management tasks via e-mail. Staff can feel alienated if major decisions are announced by e-mail, without having had the opportunity to discuss them face-to-face.
• A short e-mail to say “thanks” will always be appreciated.