Email: The Beautiful and the Beastly

Email is amazing, essential and wonderful. Unfortunately, it can waste as much time as it saves. These simple tips will save you tremendous time as well as that of others.

Do not send email when:

• You are upset
  
  Don't even write it while upset. You'll just waste a lot of time. I recommend a walk or other form of exercise instead. If you do write email while upset, wait 24 hours and then read it carefully before sending.
   
• The message will be long, complicated, or filled with options
  
  A long, complicated, option-packed email will likely just cause confusion. A phone call first to provide explanation, determine interest and understanding, and narrow the focus will likely save you significant time in writing the original message, not to mention the many subsequent go-arounds you would likely trigger.
   
• Time is of the essence
  
  Email can be incredibly fast but can leave you in a pickle if the other person isn’t sitting at their desk ready to respond. Not only are you stuck waiting, but sometimes the non-response forces you to change plans entirely, often with awkward ramifications when the response finally comes way too late. If you need a quick response, call first.
   
• The subject matter is delicate and personal
  
  Email can be easily misunderstood, re-read far too many times, and forwarded to others. Face-to-face, or even phone conversations, are less likely to cause misunderstandings, can not be replayed, and don't leave the room perfectly preserved.
   
• You need something from the recipient but aren't exactly sure what
  
  If you have a specific need and can communicate that need clearly, email may be the best choice. But if you are not sure what you need, call first to sort out the possibilities. This will save both of you a lot of time and effort.
   
• The recipient prefers phone calls
  
  When dealing with customers in particular, respect their preferred mode of communication. If they email readily, by all means use email (unless one of the above applies). But if they seem to prefer the phone, use the phone.

Assuming the above do not apply, send email when:

• You believe communication can be completed in one round trip
  
  In other words, you expect to send one message and receive one response. As a matter of fact, if you write your messages with this in mind, you will write a better message.
   
• The message includes exacting or critical detail
  
  When precision is important, email allows you to be lay out the detail or pick and choose your words carefully. It allows two parties to see and discuss the exact same thing. Subsequent discussions, however, are probably most effective by phone or in person.
   
• You need to keep others informed or provide written copy of something
  
  There is no simpler or faster way to keep people informed than by email. The danger lies in overkill. It is safe and easy to copy everyone "just in case" but the wasted effort compounds just as easily and can leave too many people reading, sorting, filing and replying with no clear purpose.
   
• You have something you know another person needs, perhaps right away or in electronic format
  
  Ah, this is the perfect use for amazing and wonderful email!
   

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