Point Lookout: a free weekly publication of Chaco Canyon Consulting
Volume 1, Issue 36;   September 5, 2001: Email Happens

Email Happens

by

Email is a wonderful medium for some communications, and extremely dangerous for others. What are its limitations? How can we use email safely?

Jenn was puzzled. Benson, the only one left who could keep the creaky old payroll system alive, had just requested a transfer. At first, Benson had wanted to work with Fran on the new payroll system. Travel budgets being as tight as they were, Jenn had accepted Fran's suggestion that she and Benson work out the specs of the new system in email. The next thing Jenn knew, Benson wanted out of the group. What went wrong? Email.

A bumper stickerThere ought to be a bumper sticker: Email Happens.

Email is great for making appointments, distributing agendas, and even brainstorming. It's less effective for discussing complex problems, soothing hurt feelings, and resolving conflict. Yet we're still surprised when email discussions go awry. What are the limitations of email? And how can we use email safely?

When compared with face-to-face communication, email has important limitations. Recognizing them is a key to using email safely.

Save tender subjects for the phone or face-to-face
As you type, you can't tell what reaction you're getting. When you talk with people face-to-face, you can detect reactions — facial expressions, body language, breathing, voice tone, even silence. You can spot trouble, and you can make mid-course corrections. In email, you can't.
Be brief
The cycle time of email exchanges is long. Even when email is fast, the cycle might be ten minutes or longer. In face-to-face communications, the cycle time can be less than a second. To compensate for the delays of email, we send longer messages, which creates risk. If you offend someone face-to-face, you find out quickly, and that limits the damage. In email, we sometimes exchange whole screenfuls, and if someone is offended early in a message, the offense only grows with each paragraph.
Use smileys and a conversational tone
For discussing
complex problems,
soothing hurt feelings,
and resolving conflict,
using email is like
fighting fire
with gasoline
When most of us learned to write, we learned formal writing — proper grammar, fancy vocabulary. In email, that style sounds stiff, and it creates barriers between you and your readers. To sound more conversational, use short sentences, contractions, and sentence fragments. Like this. Beware of sarcasm — your readers might not get it. Use smileys to make sure.
Interpret email in the most positive way possible
The sender is probably saying something nice, rather than delivering a cleverly disguised insult, because — sadly — most of us no longer write well enough to disguise insults cleverly. And I don't mean that in an insulting way.

Email is to true communication what fast food is to fine restaurant fare. I'd go for fast food at the end of a bike ride. On Valentine's Day, or for an anniversary, fast food just will not do. Don't even try it. Go to top Top  Next issue: September Eleventh  Next Issue

Rick BrennerThe article you've been reading is an archived issue of Point Lookout, my weekly newsletter. I've been publishing it since January, 2001, free to all subscribers, over the Web, and via RSS. You can help keep it free by donating either as an individual or as an organization. You'll receive in return my sincere thanks — and the comfort of knowing that you've helped to propagate insights and perspectives that can help make our workplaces a little more human-friendly. More

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Related articles

More articles on Emotions at Work:

Tragedy  — not comedyDown So Low the Only Place to Go<br>Is Up
The past few years have been hard. Some of us have lost hope. What do you do when you're down so low the only place to go is up?
Smiling children. Nobody knows how to smile like kids do.Social Safety Margins
As our personal workloads increase, we endure more stress and more time pressure. Inevitably, we have less time for the social niceties that protect us from accidentally hurting each other's feelings. When are we most at risk of incidental harm, and what can we do about it?
A polar bear, feeding, on landResponding to Threats: Part III
Workplace threats come in a variety of flavors. One class of threats is indirect. Threateners who use the indirect threats aim to evoke fear of consequences brought about not by the threatener, but by other parties. Indirect threats are indeed warnings, but not in the way you might think.
An artist's conception of a planetary accretion diskWhy Scope Expands: Part II
The scope of an effort underway tends to expand over time. Why do scopes not contract just as often? One cause might be cognitive biases that make us more receptive to expansion than contraction.
The U.S. and Russian delegations meet to negotiate the New Start TreatyFace-Off Negotiations
In difficult face-to-face negotiations — or any face-to-face negotiations — seating arrangements do matter. Here's an exploration of one common seating pattern.

See also Emotions at Work and Writing and Managing Email for more related articles.

Forthcoming issues of Point Lookout

A vizsla in a pose called the play bowComing April 26: Why Dogs Make the Best Teammates
Dogs make great teammates. It's in their constitutions. We can learn a lot from dogs about being good teammates. Available here and by RSS on April 26.
A business meetingAnd on May 3: Start the Meeting with a Check-In
Check-ins give meeting attendees a chance to express satisfaction or surface concerns about how things are going. They're a valuable aid to groups that want to stay on course, or get back on course when needed. Available here and by RSS on May 3.

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I offer email and telephone coaching at both corporate and individual rates. Contact Rick for details at rbrenNQHCEqaAJrIkgdCvner@ChacoFTPyeHvhzVHIElWoCanyon.com or (617) 491-6289, or toll-free in the continental US at (866) 378-5470.

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