The other day, two items flew across my aggregator at the same time, and since they’re on a subject near and dear to my heart, I thought I’d point to them and challenge them a bit: Taming your Email and Shooting E-mail Like Bullets.
Let me start by saying that I really feel Jeremy on his concerns about the crappiness that abounds in today’s professional email communication. I think that your business communication says a heck of a lot about you as an employee, and that’s why I’m pretty anal-retentive about it. [Yes, I'm a-r in general, but this is a specific application with a specific purpose.] Some folks take the approach of “Be formal when emailing someone outside the company, and informal when in the company,” because formality is supposed to equate to more time spent. I dispute the efficacy of this approach for three reasons:
- I can’t tell you the number of times that I’ve emailed my boss, and he’s taken that email and forwarded it to a customer or, worse, a NASA representative. If I’ve been informal, my boss catches that and has to spend time re-writing what I had to say into his email, making him take more time. My boss doesn’t have lots of time in his day, and for another thing, email [or, for that matter, computers in general] is just not his bailiwick. Anything that I can do to make him take less time is good.
- In the same vein as the previous note, there’s nothing more embarrassing to have a “Yo, check this out!” email get forwarded to someone with whom you wouldn’t be so informal. Ya see, not everyone is so careful and accomodating as my boss. [Or me. I usually re-write emails if the previous emails I've gotten from folks aren't up to snuff.]
- Lastly, I want to bitch about the “formality = more time”. If you spend your time being formal in your communication habits, it really doesn’t take any more time than being informal does. This is why I refuse to stoop, generally, to cool online clichés [lack of capitalization, abbreviated or poor grammar, R for are, U for you, etc.]. If you stay formal all the time, it becomes second-hand.
Something Jeremy pointed out speaks to a huge criticism that I have of Michael’s “only process emails a few times a day” approach in his second point:
Expectations about when I’ll read a message. Honestly, if it’s that important, why are you using e-mail? The first letter in “IM” stands for “Instant.” Try that instead. And, like seemingly everyone else in the workplace, I wear a damned cell phone. When it rings, I generally answer it. The only real exceptions are when I’m in the restroom, when the caller has blocked caller ID, or when I’m in the middle of a meeting that is highly likely to be more important than your call. The more often I’m responding to your e-mail, the less work I’m probably getting done.
Now, I don’t work in a workplace where IM is used, because I don’t work in a white collar situation. I also know that Michael’s “process at specific times” approach is a great one where you’re in a normally-tasked environment, but I work in a rapid response environment. [This is by nature inefficient. I'm aware of this, and after many years, I've come to accept it. Hell, it's allowing me to spend time thinking about this entry while I'm downloading and editing engineering drawings in the background.] I can’t afford not to respond to email because of the way my customers, colleagues, and vendors work.
That’s the problem with theory meeting application—the theories have practical boundaries that their staters rarely make. Oh, if I could only respond to emails first thing in the morning, after lunch, and at the end of my day … it would be so glorious!