{"id":5445,"date":"2015-01-06T13:43:41","date_gmt":"2015-01-06T13:43:41","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=5445"},"modified":"2015-01-06T13:43:41","modified_gmt":"2015-01-06T13:43:41","slug":"a-manifesto-for-improved-use-of-email","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2015\/01\/a-manifesto-for-improved-use-of-email.htm","title":{"rendered":"A manifesto for improved use of email"},"content":{"rendered":"

Email. A critical business communication tool: ubiquitous in its use; with global reach \u2013 it\u2019s clear to see how the benefits of improved, anytime, anywhere communication have broken down barriers and created efficiencies. But has email reached a tipping point \u2013 where the volume of messages and the need to respond have changed the focus from email as a tool that helps us to perform our work to one where email has become the work itself?<\/em><\/p>\n

The problem of email overload has led some people to call for \u201cno email days\u201d, or to consider the \u201cemail rapture\u201d (i.e. what would we do if email suddenly didn\u2019t exist) and some organisations (most famously Atos<\/a>) have initiated programmes to reduce or remove the use of internal email, using evocative terms like \u201cinformation pollution\u201d. (Forrester Analyst Philipp Karcher has an interesting view on this too<\/a>.) \u00a0Others have targeted other drains on productivity (e.g. Coca Cola\u2019s crackdown on voicemail<\/a>)\u00a0but it’s clear that there is a huge hidden cost associated with unproductivity in the way we communicate in the workplace<\/a>.<\/p>\n

I became an \u201cemail bankrupt\u201d recently where, on return from the Christmas holidays, I processed the new items in my Inbox and moved everything else to an archive \u2013 starting a new year fresh with a new (empty) Inbox and vowing to stay on top of it (tidy Inbox\u2026 tidy mind).\u00a0 Many of the archived messages were over a year old and whilst I intended to take action on them, there just wasn\u2019t enough time in the day.\u00a0 Mine is not an isolated case though \u2013 there are many stories on the Internet of those who have found it cathartic to start afresh \u2013 and many more with suggestions for keeping on top of things. Some ideas have gained traction, like the Inbox Zero approach evangelised by Merlin Mann<\/a>\u00a0or Scott Hanselman\u2019s Outlook rules for processing email<\/a>\u00a0but the problem was perfectly summed up for me late in 2014 when I saw Matthew Inman\u2019s cartoon depicting email as a monster that craves attention<\/a>.<\/p>\n

A cultural issue?<\/h3>\n

Many of the issues associated with email are cultural \u2013 in that it\u2019s not the technology that\u2019s at fault, but the way that people use it. For example, email is an asynchronous communication mechanism \u2013 i.e. the sender and recipient do not both need to be online at the same time for the message to be sent and received; however many email users seem to expect an immediate, or at least rapid response to email.\u00a0 Multiply this by many tens or hundreds of emails sent\/received a day \u2013 and their replies (possibly in various threads as people are copied or dropped from the distribution) \u2013 the resulting volumes of email become significant, as does the effort required to process it.\u00a0 Consider the cost of this email mountain and the numbers are staggering (one infographic estimates the cost of processing email in North America alone to be around $1.7 trillion<\/a>) \u2013\u00a0so anything that can be done to reduce the volume of email has to be positive.<\/p>\n

In an age of smartphones and mobile communications, out of office messages may seem a little quaint (although we all need to take holidays \u2013 and that should include a break from business communications \u2013 although that\u2019s a topic worthy of its own discussion) but the need to say \u201cI\u2019m\u00a0travelling so my response may be delayed\u201d is indicative of an organisation whose culture expects emails to be answered quickly \u2013 and where email is used as a task manager, rather than an information-sharing and collaboration tool. Not that there\u2019s anything wrong with using email as a task manager within a workflow system \u2013 that\u2019s a perfectly valid use of the technology \u2013 but when knowledge workers send an email asking someone to do something (often without context) as if it somehow absolves them of responsibility for a task and passes the baton to another, email becomes a giant \u201cto do list\u201d over which the owner has no control!<\/p>\n

Paradoxically, the rapid response to email (fuelled by notifications each time a new one arrives) is feeding the email habits of others \u2013 if your colleagues are used to receiving rapid responses, late night replies, etc. to their emails then you make the problem worse by continuing to respond in that manner \u2013 a conditioned reflex which could be thought of as \u201cPavlov\u2019s Inbox\u201d (credit is due to Matt Ballantine<\/a> for that observation).<\/p>\n

Time for change – an email manifesto<\/h3>\n

In the 1990s, as email was rolled out to large populations in government and commercial organisations, it was common practice to include training on email etiquette. Back then, the focus was on use of informal language for business communication and the implications of emailing other organisations, forwarding\/replying\/replying to all\/copying, capital letters (shouting), emoticons, etc. but maybe we\u2019ve reached a point where we need another round of cultural change \u2013 a new email etiquette for 2015 \u2013 an email manifesto?<\/p>\n

    \n
  1. Email should only be used where appropriate.<\/strong> If an immediate\/rapid response is required, consider alternatives such as instant messaging, or a phone call. Save email for communications that are not time-sensitive. Use other systems (e.g. enterprise social media platforms and RSS-based newsfeeds) for collaboration\/knowledge sharing.<\/li>\n
  2. Emails should include a clear call to action.<\/strong> If it\u2019s not clear what is being asked, you\u2019re unlikely to achieve the desired outcome.<\/li>\n
  3. Email sent does not equal action taken.<\/strong> Consider that emails may not be received, may not be read, or may be ignored. Just because something is a priority to one person, department, or company doesn\u2019t mean it is to another and, if you need someone to do something, make sure they are on-board and ready to work with you. If you don\u2019t hear back, follow up later \u2013 but consider using another method of communication.<\/li>\n
  4. Carbon copy (CC) or blind carbon copy (BCC) means \u201cfor information\u201d.<\/strong> If you expect someone to take action (see previous point), make sure they are on the \u201cTo\u201d line.<\/li>\n
  5. The subject heading must be relevant to the content of the email.<\/strong> Topics sometimes branch off in new directions as the conversation develops and if someone new is brought in to the discussion then it really helps to have a relevant subject line!<\/li>\n
  6. Keep it brief (but not too brief).<\/strong> Emails should be concise \u2013 a couple of paragraphs \u2013 any more and it won\u2019t be read. If you have to spell things out in more detail use bullets, etc. but consider the reader \u2013 they might be reading the message on a mobile device and if you make it easy to understand you\u2019re more likely to get a positive response.<\/li>\n
  7. Check your email before you send it.<\/strong> Brevity is good but does your message make sense? All too often one line responses require the recipient to decipher ambiguity or read through pages and pages of message history to understand the context.<\/li>\n
  8. Check calendars when scheduling meetings.<\/strong> This is only tangentially related but, if the email system includes calendar functionality, take the time to check availability before sending a meeting request. It may be the best time for you \u2013 but is everyone else free? On a related note, emails to groups of people asking \u201cwhen\u2019s best for a meeting\u201d are a waste of everyone\u2019s time \u2013 use the calendar scheduling tools!<\/li>\n
  9. Consider the cost of email.<\/strong> Not the cost of running the systems but of continually checking email<\/a>. Multitasking is a myth. Turn off email notifications and try to get out of the habit of glancing at your smartphone in meetings. Focus on one thing at a time and do that thing well. Think before you send email and consider that every email costs money and time<\/a>!<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

    Email. A critical business communication tool: ubiquitous in its use; with global reach \u2013 it\u2019s clear to see how the benefits of improved, anytime, anywhere communication have broken down barriers and created efficiencies. But has email reached a tipping point \u2013 where the volume of messages and the need to respond have changed the focus … Continue reading A manifesto for improved use of email<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[218,38],"tags":[228,431],"class_list":["post-5445","post","type-post","status-publish","format-standard","hentry","category-technology","category-inane-waffle","tag-email","tag-productivity"],"yoast_head":"\nA manifesto for improved use of email - markwilson.it<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2015\/01\/a-manifesto-for-improved-use-of-email.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A manifesto for improved use of email - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"Email. 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The business case just doesn't stack up for a total deployment but he does want to make the most of the features and functionality that are available, to showcase how\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":8259,"url":"https:\/\/www.markwilson.co.uk\/blog\/2021\/04\/weeknote-15-2021-jabbed.htm","url_meta":{"origin":5445,"position":2},"title":"Weeknote 15\/2021: Jabbed!","author":"Mark Wilson","date":"Monday 19 April 2021","format":false,"excerpt":"This week (last week)'s weeknote is a few days late, so here's what I learned in week 15 of 2021: It's hard coming back to work after taking a complete break for 10 days.Autonomy over your calendar is a really important part of wellbeing.Flesch-Kincaid readability tests are just a number,\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":5094,"url":"https:\/\/www.markwilson.co.uk\/blog\/2014\/01\/my-email-sla.htm","url_meta":{"origin":5445,"position":3},"title":"My email SLA","author":"Mark Wilson","date":"Thursday 9 January 2014","format":false,"excerpt":"Returning to work this week after almost two weeks with my family was not pleasant. In particular, I knew that I had over 1500 items in my three inboxes (direct, copied, external) and I'd long since abandoned Inbox Zero\u00a0(despite loving my mental state when I do get it working for\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":6254,"url":"https:\/\/www.markwilson.co.uk\/blog\/2015\/12\/encouraging-adoption-in-enterprise-social-networks.htm","url_meta":{"origin":5445,"position":4},"title":"Encouraging adoption in enterprise social networks","author":"Mark Wilson","date":"Thursday 17 December 2015","format":false,"excerpt":"In my job, consulting with many organisations who are adopting Microsoft products and services, including Office 365, I have a lot of discussions about Yammer and other modern communication methods (e.g. Sway). Many have already had pilots with Yammer and found it didn't work for them. Some are smart enough\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":3548,"url":"https:\/\/www.markwilson.co.uk\/blog\/2011\/09\/could-this-be-the-ultimate-unified-messaging-client.htm","url_meta":{"origin":5445,"position":5},"title":"Could this be the ultimate unified messaging client?","author":"Mark Wilson","date":"Thursday 1 September 2011","format":false,"excerpt":"Much has been made of the slow death of email and the rise of enterprise social software so I was interested to read a recent paper in which Benno Zollner, Fujitsu's global CIO, commented on the need to balance email usage with other communications mechanisms. In the paper, Benno posits\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5445","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/comments?post=5445"}],"version-history":[{"count":1,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5445\/revisions"}],"predecessor-version":[{"id":5446,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5445\/revisions\/5446"}],"wp:attachment":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/media?parent=5445"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/categories?post=5445"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/tags?post=5445"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}