We use e-mail constantly but not always effectively. To help people do a better job, David Shipley and Will Schwalbe wrote “Send: The Essential Guide to Email for Office and Home,” (Alfred A. Knopf, $19.95). Here are just a few points to get started on the path to better communication.
1. Make the subject line powerful
It’s the most important line in an e-mail, so put words in it that mean something and don’t be vague. Avoid writing “????” “Great news” and “Two things” and instead write “Please answer these questions,” “We got the contract” and “Acquisitions meeting agenda.”
2. Use a signature block
It’s annoying to get business e-mails with no sign-off or a breezy “Cheers, Frank.” Include a signature block with your full name, title, organization, address, phone number, fax and Web page. Optional: a logo, conversation starter and other personal details.
3. Know what not to say
The beauty of e-mail is that it’s fast and effective, but it’s not the best way to deliver bad news. “Conveying an emotion, handling a delicate situation, testing the waters – all these challenges are usually better undertaken with the human voice,” says
Shipley, the deputy editorial page editor at The New York Times. (But he says it’s OK to send an e-mail bereavement wish as long as you know you’re going to see the recipient soon or will follow up with a snail mail.)
4. Sign off right
Just because e-mail tends toward informality, don’t give up on sign-offs. “They tell each party something about the nature of the relationship,” the authors write. Among those acceptable for business are “Best, All the best, Best regards, Best wishes, Regards and Sincerely.” (Please don’t mimic the one that came to us recently from a far-away PR person who signed off “XOXO.” We want our hugs and kisses from loved ones, not publicists we’ve never met, thank you very much.)
5. Watch your language
Using loaded phrases or rhetorical questions can get you in trouble. Among the offenders are: “I can’t imagine why,” “Is it too much to ask” “Why in the world.”
“Don’t put it in an e-mail if you wouldn’t say it when you’re in the same room with the person,” the authors write. If you’re angry and tempted to send an e-mail, write it in a Word file first, or write the body of the text and don’t put a name in the “To” field until you’ve had a chance to think about what you’re writing.
6. Forward with care
This can get you into trouble. “Never do it without permission, but presume others will do so without getting yours,” Shipley says.
7. Remember, it lives forever
Don’t think that an e-mail you wrote, sent, forwarded or deleted is a fleeting thing. “It’s a permanent, searchable, archivable medium,” Shipley says.
– Suzanne S. Brown, Denver Post staff writer
Got some good advice?
If you are a local professional with something to pass on, e-mail us at lifestyle@denverpost.com.
