Emails people actually read
Write to get what you need, when you need it
Have you ever had to “cool your jets” on a project just because someone hasn’t emailed you back?
Or when they do reply, they ask questions you thought you’d already answered?
Or they never get back to you at all?
Wait. Isn’t email supposed to be a useful tool?
We all take email for granted. It’s fully integrated into our workplaces. We rarely spend time thinking about it. So… I’m thinking about it for you.
Most people spend less than a minute reading – I mean, scanning – an email!
Here’s what I suggest to get you the best replies, faster, to keep your projects moving. You can try a few or all of the techniques to see what works for you. Run little experiments!
Have empathy for your reader
Picture your lead planner on a Sunday night, preparing for the week ahead. They have 137 emails waiting for them, at least half of which need a decision. How can you make sure they tag your email with that magic star that puts it on the priority list?
Or think about a colleague who needs direction from you. How would they respond to something like this?
I particularly like the cheery send-off at the end. But do you think the recipient would have a great holiday weekend after trying to decipher the questions, requirements, numbers, technical terms, acronyms, passive language, and more? And could the sender expect a clear and complete response in the near future? I think they’d respond more like this:
Your reader needs your help! They need a sense of what the email is about, and what they will need to do. Even a short, clear subject heading should give them the key information they need to decide if and how they will deal with your matter. The example above could have been improved with a concise opening sentence on what the email is about, and with:
bullet points for lists of questions
white space between ideas
a change of “passive” language to active
spelling out acronyms on their first use
proper sentences and punctuation
a table that distinguishes requirements, results, and questions.
These are just a few ideas - I’m sure you can spot more room for improvement!
Here’s the thing: Most people aren’t reading an email word for word. They’re scanning for what it’s about and what they’ll need to do. You need to catch their attention quickly and help them navigate your content if you want them to fully respond with what you need, when you need.
Email can be a great tool…
Do you ever really think about whether you’re making email work for you? It’s the most basic business communication tool, and there are good reasons why! It’s great for:
Documentation: of actions, decisions, steps.
Planning and review: time to think something through and how you want to express yourself.
Quick transmission: can reach multiple readers in real time.
Here’s another reason:
When you master sending positive, constructive e-mails, they can nourish decades-long productive, positive, and satisfying relationships. – ChristaBedwin.com
… but a lot can also go wrong
It’s all too easy to send a message that’s too casual and lacks clarity – usually the result of being too hasty. Because we have email at our fingertips, literally, we can dash off a message without paying attention to how we’ve organized the content, who the reader is, the language we use, or what our tone of voice will sound like to the recipient. This opens to the door to
confusion,
frustration,
misinterpretation, and
bad feelings.
Rushed emails often lack precision and can come across as unprofessional.
Here’s another consideration: Your email will be stored and be accessible years down the road, and can be used in legal challenges and by the media.
Don’t approach your email like a personal communication. Remember it’s a business document that reflect on you, as a professional. Slow down!
Don’t write anything you would be uncomfortable with someone other than the recipient reading, or that you wouldn’t say to someone in a meeting.
Watch out for subjective words and words that imply (legal) responsibility, like advise, approve, guarantee. Don’t over-commit!
Try talking, instead
While email is an excellent tool for some things, it’s not always the best method for others. When it’s appropriate, pick up the phone, set up a zoom, or walk down the hall and have a conversation instead! If you must have a record of it, share the key points in an email after you talk face-to-face.
Pointers on tone
When you write an email, pause to think about how it will be received. Generally, you should aim for a more professional, formal tone with someone senior to you in the organization or a decision-maker. With a close colleague, you can be chattier. But you should always be clear!
If you’re upset or frustrated when you’re writing an email, this will come across to the recipient. Calm down before your respond!
Emojis always look unprofessional – avoid them at work.
Email Survival Tips
Pro Tip: For a really important or sensitive email, write it up in Word, first. It’s easier to review, spot errors, and format it for readability.
I. Essentials:
Create an appropriate subject line. Be descriptive and direct. For example, “Proposal for Main Street cycling lane” is better than “Main Street project”.
Avoid the RE: RE: FWD: RE: trap! If the focus of a conversation has changed, update the subject line.
Include a greeting. Usually first names are ok, but always check the spelling!
Be generous! Acknowledge the reader’s time and effort. Use words like “appreciate” or “acknowledge”, or just add a “thank you”.
Sign off with your name and contact information. People will look up your email again when they need to send you something by courier or post, or want to call you. Give them all of your contact info.
II. Content:
Why are you writing? Be specific. Try not to ask for too many different things in one email. Let them know in the first sentence if you’re asking for a decision, direction, information, or something else.
Be well organized:
Key points first
Bullets or a table for lists of items
Number the questions
Keep paragraphs short - around 3 lines, with one idea per paragraph.
Provide a readable layout:
Put spaces between paragraphs
Use one font
Use bold, italics, and colour sparingly.
Mention any attachments.
Pro tips: Always attach the document before you write the email. And add the recipient’s email address last, after you’ve written and reviewed the content!
III. Level of Detail:
The “right” level of detail depends on your purpose and who the recipient is.
How familiar are they with the project? How involved?
Who do they have to work with? What do they have to do next?
Do they have the same expertise and professional background as you?
If your email is getting really long, consider:
A meeting, instead.
An attachment with the details. Only keep the key points in the main body of the email.
Break it up into more than one email, depending on the content.
Write the email that you would want to receive!
Questions for Members:
This was a pretty high level overview of how to write an email that someone can scan and respond to quickly. Do you have additional tips? Share it in the comments!
Have you heard of Email Debt Forgiveness Day? Get that dreaded, delayed email out the door on August 31st!
What are your pet peeves about the emails that you receive?
Speaking of pets, if there are errors in this post, I blame Percy!
A beautiful little troublemaker I had the pleasure of visiting this week!
COMING SOON:
Starting on September 6th, I’m offering a paid membership for individuals and groups.
You’ll have access to subscriber-only weekly Wednesday posts, interviews with other experts, Q&A sessions, and more. If you choose not to subscribe, you’ll still have access to occasional posts! More info to come next week.