Guest Post: Email Miscommunication

I love this article I just received from leadership coach Ann Golden Eglé about email miscommunication. Just this week, a friend and I discussed how easily emails—and worse texts—can be misconstrued. So while Ann focuses on emails in the work place, I would just remind us all that social emails and texts can also wreak havoc if not handled with care.

Enjoy!

You Can’t Type at Me That Way!

By Ann Golden Eglé

Emails have feelings too. What emotions do you think your last email elicited?

You’re busy. You don’t have time to configure the perfect response to each of the hundreds of e-mails required daily.

However, the only e-mail that your recipient is concerned with is the one they receive from you.

Even the quickest email communicates volumes regarding who you are and where your relationship stands with the recipient.

Studies show that while 90 percent of us think we correctly interpret the tone of the e-mails we receive – he’s mad at me, she thinks I’m an idiot – only 50% of us have interpreted the tone and thus the message correctly.

Email has become our default mode of communication. It’s quick, efficient, and one doesn’t have to engage in the live, real-time, often-time-consuming responses to our message.

However, email communication misses the most valuable aspect of any communication-face-to-face nuances.

Only 7% of communication is verbal. With email, we miss the other 93%. The non-verbal component of body language is 55 % while your tone of voice is 38 %.

Without these important non-verbal cues, our imaginations fill in the blanks on what we believe is being communicated, rarely with positive intentions. This can lead to spiraling misunderstandings, damaged relationships, and poor business decisions.

Consider my Top ‘7’ Tips to enhance the tone of your email communication, thus strengthening relationships and increasing productivity.

Determine the style. As with an in-person conversation, asses how this individual communicates and the best way in which to get your message across. Adjust your level of writing formality and familiarity to match the relationship
Be respectful, always. Start even a quick email with something respectful like: ‘Good Morning.” Or “I look forward to working with you on this project.” or “Great question. Here are my thoughts.” End with a simple or specific ‘thank you’. If in doubt try an ’emotional spell checker’ like ToneCheck.
Consider your intention. Are you asking a question, seeking clarification, requesting action? If so, state it in the subject line. If congratulating or thanking someone, consider a quick, more meaningful hand written note. If correcting someone, pick up the phone. If irritated or impatient, hold off all together.
Be careful with cc’s and bcc’s. Quick and varying judgments can be made about what copying people on the email implies. Realize that a person who is blind copied may reply, forgetting that they were a blind copy.
Create a healthy conversation. When geographically diverse or when bringing many people into the discussion or decision making, consider moving to software like Slack. This way, misinterpreted emails turn into forward-moving group conversations that are more easily and comprehensively understood.
Less is more. If you’re struggling to explain your message and find that you’re now in the third paragraph, you’ve already lost your reader. Rule of thumb is that we spend 10-15 seconds reading an e-mail unless it intrigues us. Get your point across clearly, quickly and respectfully. Be intriguing, not abrupt.
Avoid unprofessional text speak. Does your CEO or key client want to see you communicate with “LOL” or “BTW”? Unless you know the person really well, avoid the use of emoticons.

Bonus tip: Don’t overuse punctuation!!!! Don’t use a smiley face after saying something that can be taken in a negative manner. If your statement appears to be negative or disrespectful, take a moment to reword it.

You work diligently to present a professional appearance; be articulate in meetings; and demonstrate your brilliance in presentations. All of these efforts create your professional image, build your reputation and develop or strengthen relationships.

Put the same effort into your email communication. More people see you online vs. in person.

Make it all count! You’ll stand out from the other volume of e-mails your recipient receives.

If you have suggestions around enhancing the ‘tone’ or overall effectiveness of emails, both those you write and those you receive, I’d love to hear them. Perhaps you’ll see them in a future GV&A Success Thought. (Thank you, BF, for your contributions herein!)

Enjoy your discoveries!

Ann

Permission is granted to either reproduce copy or distribute “Your Success Thought for the Week” for 3-25-15 as long as this copyright notice and full information about contacting the author is attached. The author is Ann Golden Eglé, GV&A, Golden Visions & Associates, Coaching for Success, 541.385.8887, PO Box 1696, Bend, Or. 97709. www.GVAsuccess.com

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