Reading Room CEO, Margaret Manning's Top Ten Tips for effective email communication
01/03/2005 - London
Reading Room CEO, Margaret Manning's Top Ten Tips for effective email communication
- Know your audience - this will affect the language and tone you adopt. Avoid humour unless you are sure it is appropriate and, most importantly, you are sure that the recipient will 'get it'.
- Be aware that your words aren't supported by body language and facial expressions. The way you write something might not be the same way that someone reads it - even your closest friend!
- Make it personal - not only should the email be personally addressed, it should also include personal i.e. customised content. For this reason auto replies are not usually very effective
- Consider cultural differences - the same words, terms, etc, can often mean different things in different countries, but also in different industries and organisations
- Be clear, particularly in terms of language used. Make sure the terms and phrases you use are 100% clear. Don't use abbreviations unless everyone understands them. Try and avoid insinuating something - if it needs to be said, spell it out
- Make key points clear, through the use of bulleted lists for example. These are easy to read, good to refer back to and very helpful if that email is then going to be sent on, or printed off and shown to, a 3rd party. It is certainly a lot easier than trawling through large blocks of text to find two or three keywords
- If you can't answer the email immediately, for example if you are waiting for information from a 3rd party, then acknowledge the email. Even if it is just to say that you are waiting and can't respond until x date. Email silence and being left 'hanging' is extremely frustrating
- When sending important emails ensure that you receive confirmation of receipt. This can be by return of email (see above point) or by a follow-up phone call. It's not worth upsetting a client or losing possible business because they didn't receive the email for technical reasons or because the intended recipient was on holiday/ill and left it too late
- Don't send stupidly huge files. Email wasn't intended to be a multi-media forwarding system and works best with lightly weighed, text based emails. If you need to reference a file provide a link to the file if possible.
- Finish the email by offering to clarify any points if the recipient is unclear for any reason. Provide a phone number as clarification may be sought. This is only appropriate if you are happy for the person to contact you or to expand any of the points.
