Carelessness, emotional excess, and haste can result in e-mail
disaster.
One town official learned this lesson the hard way. Check out
this series of events.
On June 30, my wife e-mailed this municipal official with a
request to have the town perform a specific service that was
under his area of responsibility.
She received a prompt e-mail response that someone from his
department would look into the situation
On August 9, after not hearing from anyone in the town about the
situation, my wife sent a second request for someone to review
the situation. Again, she promptly received a promise from the
official to check into the matter.
On August 25, after speaking with the official, she sent him a
reminder e-mail as he had requested.
Again, on the same day, she received a response indicating the
official understood the situation and would direct someone from
his apartment to take care of it.
On September 20, concerned that the service had not yet been
performed by the town, my wife sent another reminder e-mail to
the official. With winter coming, the situation could get worse.
On that same day, my wife received the following response.
“Rudy, shoot me! Please put this pain in the ass on the schedule.
Thanks”
Because this article focuses on e-mail etiquette and the proper
use of e-mail,
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I will not go into the series of classical
managerial blunders this official committed as a result of the
above message.
My wife received the last e-mail because the city official hit
“Reply” which meant my wife got the message, not the municipal
employee for whom the e-mail was intended.
LESSONS LEARNED
Before hitting the "Send" button, check your emotional temperature.
If you're angry, frustrated, upset, or ready to explode, walk
away from your computer.
After you create an e-mail that displays any emotion, save it,
and look at it 24 hours later.
The chances are that 24 hours later you will probably revise your
message.
Your image, your job, and maybe your career are riding on your
communication skills. The next e-mail you send could cost you
dearly!
Al Borowski, MEd, CSP, PP, is a communications skills image consultant. He helps business professionals protect or improve their images when they speak, write, or listen. He is an author, speaker, trainer, and coach.
Al has been a popular seminar leader for The American Management Association, Dun & Bradstreet, and several top universities. He also speaks at conventions, conferences, and meetings.
His website, http://www.connectallthedots.com offers free audio, video, and written tips as well as a bi-weekly UseLetter, to help you take your career to the next level.
