Email Communication: What is your standard?

Posted: February 23, 2012 | Categories: Leadership, Team Building

Years ago there was a popular after shave called “Hai Karate”. In their psyched-up commercials they would always end with the caveat, “Be careful how you use it”

I find the same advice applies to the use of email:  It is a major tool of communication and we must use it wisely. It is like a claw hammer: We can build with it or destroy.

So when do we use email and when do we not use it? I don’t have a magic answer. Since I coach to build stronger teamwork, I have some observations:

Email correspondence seems to work well when the communication is transactional. The exchange of data, schedules, order confirmations, and general exchange of information are examples.

Beyond transactional, there is transformational. We may be upset that a seemingly careless mistake was made. There may be other instances where someone simply doesn’t know what they are doing.  Also, as mortal souls, we don’t always use sound judgment. To me, all of these instances spell an opportunity for some good coaching or re-direction. To achieve these objectives, we need quality conversations that involve interactive dialogue. That means we meet face-to-face, or have a phone conversation.  If we chose to respond to these challenges via email, I recommend two words…”let’s talk”

Counterpoint: At this point, you might be saying, “Wait a minute…I like email. When I take time to express my true feelings in print, that makes me more confident that my words will be absorbed. If we talk face-to-face, I may modify my true message due to tone of voice or body language.”

So what is the answer? I don’t have one. What I recommend is that you and your team agree on how your team will communicate and make sure email communication is part of that discussion. Make a working agreement. There will be better teamwork with fewer barriers and less resentment.