E-mail can be a terrific, quick, and efficient form of communication, or it can be horrific.



It all depends on how it is used. When people use e-mail in ways that are not effective, the results can be disastrous, costing organizations millions in loss productivity. Miscommunication and misinterpretations easily occur with each touch of the “send" button.

Have you ever witnessed an e-mail war? How often are you “cc’d" on e-mails that you don’t need to read (which fill up your inbox, causing you to miss other vital messages)? These things kill job satisfaction and overall daily effectiveness of individuals and organizations.

Let’s take a closer look at the e-mail problems we encounter and some solutions.

E-Mail Problems

1.E-mail is limited to one dimension of communication: the written word. E-mail lacks the clarity of other forms of communication -- namely, face-to-face communication. We do not see facial expressions, notice body language, or hear tone of voice. So, when someone receives an e-mail, they imagine those things. If the e-mail recipient has issues with us, they will imagine the worst, no matter what our intentions are.

2.You can’t adjust an e-mail. E-mail is a one-way conversation. During a conversation, we tend to make mid-course adjustments to adapt to the other person’s reaction. We are unable to do this when we communicate through e-mail.

3.You cannot control when an e-mail is read. Have you ever had an e-mail upset you, only to read the same e-mail later in the day and discover that it’s not upsetting after all? Our moods and emotions affect the way we read things. When we send an e-mail, we don’t know the recipient’s mood. However, if we call or visit the person, we can back off and schedule a different time to discuss an issue if we see that it’s not a good time. With e-mail, you have no control after you hit “Send."

4.People read e-mails differently based on whom the sender is. If you are having “challenges" with someone, that person may misinterpret what you are saying, no matter how accurately you wrote the e-mail.

5.Email can be saved, forwarded, circulated (to people you did not intend) and used against you. E-mail can be manipulated. We have all written things we wish we hadn’t. You can’t do anything about the past, but you can do something about the present, which will affect your future.

6.You can’t necessarily assume the e-mail was received. For all sorts of weird and sometimes unknown reasons e-mails can get lost in cyberspace.

E-Mail Solutions

1.Use e-mail for its four main purposes: to communicate information, to receive information, as a form of documentation, and for friendly correspondence. For example, use e-mail to keep everyone informed of a project’s status, to verify what was discussed in a face-to-face or phone conversation, to ask a quick question, and to say hello and to compliment.

2.Do not use e-mail to resolve emotional upsets. In other words, if you are upset with someone or someone is upset with you, do not use e-mail. Call the person or go talk to the person face to face. Given all the problems regarding communicating via e-mail, it is not a good way to communicate emotions or resolve difficulties. The person face to face. Given all the problems regarding communicating via e-mail, it is not a good way to communicate emotions or resolve difficulties.

3.State the purpose of your e-mail immediately. By stating the purpose in the subject heading or in the first sentence of your text, you minimize the possibility that the recipient will misinterpret your message or delete it before it is read.

4.Write e-mail as you would a newspaper article. The first paragraph should contain the most pertinent information, with details following in subsequent paragraphs. People are busy and need the highlights. They may never finish the e-mail and may miss your important information if it is buried in the body of the text. If appropriate, have a quick summary sentence at the end.

5.If you e-mail back and forth with someone more than two times about the same issue,

it is time to pick up the phone and get clarification. When e-mails volley back and forth about the same issue, it is often a sign that something is going on (someone is really upset, doesn’t understand, or is being resistant).

6.A good rule of thumb is that if you wouldn’t want the e-mail published in a newspaper,

then don’t send it. You never know what will happen with your e-mail or who it will be forwarded to once you press send.

Remember, e-mail can be either a terrific or horrific tool. It depends on how it is used. Be careful!

--Copyright, 2007 Steven Gaffney Company, All Rights Reserved. To distribute or replicate this article in any way please contact the Steven Gaffney Company at 703-241-7796 or via email at Christina@StevenGaffney.com.--