A: Email is so abused and misused today (ditto text messaging), that I don’t think an introduction to this topic is necessary. So here we go:

To:
Use the To: line for recipients who need to take action on the information provided. For FYI emails that require no action, stick yourself in the To: line and put everyone else on the CC: line.

CC:
CC means “Carbon Copy” and takes its name from back when letters were typed on carbon paper and then mailed to multiple recipients. Use the CC: line for recipients who need to have a copy of the correspondence in real time because they may want to interrupt the process in some way. Also use CC: to alert the primary recipient to other people you are including in the communication flow. If you are using the CC line as a CYA (Cover Your Ass) line, keep in mind that inundating too many people with too many emails will cause them to stop reading your emails, and if they stop reading your emails, you may lose the protection you were seeking. For CYA communication to be effective, you need to demonstrate a reasonable expectation that your communication was received and understood; if someone else can counter that standard practice was to delete your emails unread, you’re out of luck. Consider sending the entire thread at once to your boss, with a question at the top asking how you could have avoided such an exchange in the first place. Copy the person with whom you were going back and forth. This gives your boss action and frames your problem in a positive context.

BCC:
Blind carbon copy. Don’t use this. Send the email a second time; although this method takes a moment longer, the risks associated with this approach are far fewer.

Subject:
Be descriptive and brief. And by descriptive, I mean from a reader’s point of view, not yours. “Meeting tomorrow?” may seem reasonable to you, but as a reader, I’m not sure if you’re asking to schedule one, confirming an existing one, or questioning the reason behind one. If trading notes on multiple threads, don’t mix them. Keeping them separate will keep the subject line meaningful, allowing your reader to prioritize which notes should get read first and giving both of you a better chance of sorting/finding relevant information later.

Body:
Sending to a client, boss, or other person of authority? Use full sentences with proper punctuation. Address the letter properly. Don’t use humor, stick to the facts. Be brief and give the person a reason to call you or take your call. Sending to a subordinate? Time permitting, follow the same steps as above. Sending to a peer or client with whom you don’t have a relationship? Introduce yourself and set up a time to talk by phone or meet in person.Keep in mind that less than 10% of communication happens at the content level, and that email contains only content–there are no facial expressions, voice intonations, or body language. So at best, email is only ~10% effective. Avoid humor and irony, which depend heavily on facial ques and tonality for understanding.

Signature:
Pick one thing beyond your name and include only that one thing. Ideally, it’s a link to a website that includes, prominently, your contact information. You generally don’t need your email, since it’s already in the header and, if someone needs you, they will hit respond rather than look you up and retype your email address. You don’t need all three of your phone numbers… just give me the ONE where you’d like me to reach you if I need you.

When not to use email:
If you can walk down the hall to talk to the person, don’t use email.If the issue is quick and can be resolved more quickly on the phone, don’t send an email. (But you can send an FYI email to people who need to be aware of the resolution once you’ve secured it.)If you are going to tell someone “we should meet,” don’t send email. (To suggest a specific time and place, however, email is fine.)If the issue is complex, don’t use email.If you are angry, don’t use email.If you are introducing yourself for the first time, don’t use email.If you need to know the status of your request right away, don’t use email.If you are not sure who is responsible for action, do not use email to find out. Asking a question like that through an asynchronous email exchange is a great way to create confusion.If your caps lock button is stuck in the ON position, don’t use email.If your note could cause a problem for you if forwarded to the wrong person, don’t use email.In these cases, pick up the phone or meet with the person/people face to face.

Reply All:
Do I even need to go here?Hopefully that’s enough to get you started!

Posted under Self-Development, Gen X & Gen Y, Communications