Rules to Better Email - 78 Rules
Often emails are rambling and unorganized, forcing the reader to wade through blocks of text with low business value. When it comes to written communication, less is more.
Having hundreds of emails in your inbox is not uncommon. But it's very uncommon to find people who successfully manage their inbox. Email has a bad name in business primarily because people don't usually treat email correctly.
Emails can be a vital tool to your company and your software development project, but it has to be well managed. Emails should be an accurate record of requests, conversations, and decisions - they are legal documents and should be treated with the same care as any other correspondence with clients or employees.
Here is a series of email rules/etiquette that govern how to better manage your emails.
Most people don’t manage their inbox effectively. Emails should be treated as a list to do. As you complete a task you can just delete the email.
Your inbox should only contain 'tasks', that are actionable items on your list of things to do. Everything that is in your 'Inbox' (including sub-folders) should only be to-do items.
So do it now, delete all emails you have done. If you want to keep some for reference, move them to a new folder that is not in your inbox.
In fact, you could go so far as to say you should not do anything unless you have an email telling you to do it (which is why we send ourselves emails). In rare cases, very simple tasks can be requested and replied 'done' via IM.
Email is a very powerful business tool. The main problem, however, is that for most people it is out of control - emails build up until they are impossible to manage. To help minimize mailbox clutter, try these tips:
- Send emails that contain clear tasks, not banter
- Don't send emails for chatting
- If an email you receive is not clear, phone the sender and ask for clarification, then document it in a follow-up email “As per our conversation…”. Too many people reply by email asking for more information, which wastes time and does not guarantee a response.
- If you speak to them, follow this rule: Do you seek clarification via the telephone first?
- If you can't get through, follow this rule: Do you chase your Product Owner before he has to chase you?
- If you are attempting to contact this person out of business hours, consider waiting until the next day, or starting your email by mentioning why you are not following this rule e.g. at the top of your email writing:
"I am not calling you right now as it is out of business hours..."
Using your mailbox as a task list also saves you from having to use inefficient paper-based cards to track your tasks.
From: Tim To: Mark Subject: What do you think? Figure: Bad example - A bad email is one that gives no clear action items and will probably lead to a back and forth thread (potentially with people misunderstanding each other)
From: Tim To: Mark Subject: Improve menu - Options Figure: Good example - A good email has a clear task to be done (decision was made in-person or via call)
Tip #1: It is better when email is not used as your first choice for communication. Of course, if the person is unavailable, you may have to. In this case, also follow the "as per our conversation" rule E.g. "As per the message I left on your phone... I want to make a decision on... My suggestions is..." and detail the questions you would like answered.
Tip #2: Make sure to number your tasks, if there is more than one, as per "Do you number small tasks related to 1 topic?"
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
If someone asks you to perform a task by email, don't reply "OK, I will do that" or fail to reply at all. Instead, do the task and reply "Done" when the task has been completed, and then delete the email. This way the person requesting the task knows that it has been done, and doesn't waste time following you up.
Read "Definition of Done" for more information about the steps that need to be finished before replying to a done email.
Only say "Done" when the work is completed.
- Ensure your changes are live when sending a "Done"
- If you have added the email to your backlog or to-do list, then say "Added to backlog – URL is XXX". You should still reply "Done" when you complete the task.
- For tasks that will take time to be completely done (E.g. Producing a long video), you may send a "work in progress" email. This way you avoid giving the perception that no action was in relation to the task. You should still reply "Done" when you complete the task.
Alternatives to classic "Done" emails
- If the task is already done, then reply "Already done - the reason is XXX"
-
If you don't agree with the task or are unable to complete the task:
- Seek clarification
- If you still don't agree or the task is still blocked, reply "Not done - as per our conversation, the reason is XXX"
- If there are multiple tasks (some "Done" and some "Not Done"), reply to each item individually "Done" or "Not Done"
- If the task can't be 100% completed at the time, you may reply "Partially done - the reason is XXX"
- If you have already sent a "Done", then the client asks you to undo the change, reply "Undone"
To: Jason Subject: RE: Northwind - Include one more field to the form Figure: Good example - "Not Done" email
Tip #1: Say "Done" first
For clarity, "Done" (or "Not done" / "Already Done" / "Partially Done") should be the first word(s) so the reader knows the status straight away.
Tip #2: Provide details in your "Done"
In any reply, include relevant information, such as URLs, screenshots, and pieces of code/text that have been updated. This allows others to check what was done straight away.
Tip #3: Replying "Done" to multiple tasks
It is important that you clearly reply to each of the multiple tasks.
To: Jason Subject: Northwind website - Update logo + add a photo Figure: Original email with the client request
To: Bob Subject: RE: Northwind website - Update logo + add a photo Figure: Bad example – It is not clear which tasks have been done and which haven't
To: Bob Subject: RE: Northwind website - Update logo + add a photo Hi Bob,
I've replied inline in bold.
Jason
From: Bob
To: Jason
Subject: Northwind website - Update logo + add a photoHi Jason,
> 1. Update the logo on Northwind website to the new logo. Done - See northwind.com
> 2. Take a photo of the office façade and add to the "About Us" page. Not Done - I couldn't find a cameraBob
Figure: Bad example – It is clear which tasks have been done, however, replying inline should be avoided as it messes up the history
To: Bob Subject: RE: Northwind website - Update logo + add a photo Figure: Good example – It is very clear which tasks have been done and which haven't. Quoting the original task is only necessary when some tasks are done and some are not see Do you use indentation for readability?
Extra:
What do you do with the "Not Done" tasks?
If there are multiple items of work in an email and you can't do them all at once, reply to each item individually ("Done" and "Not Done"). With the "Not Dones" you should add a plan to action:
a. Put yourself in the "To:" if you are going to do the remaining items later.
b. Add another person if you are reassigning.
c. Give a reason if it won't be done.Replying "All done"
If you have completed multiple tasks without requiring additional information, it is acceptable to respond with a simple "All done." However, be careful and use this approach only when the tasks are unequivocally straightforward, leaving no room for ambiguity or uncertainty.
Make sure all tasks have been done and others can see the history of the requests. An URL is especially useful in these cases.
Figure: Good example – If multiple tasks are clearly 'done', then replying "All done" is a good way to simplify things
Tip #4: Replying "Done" to huge tasks
Ideally, all PBI's should be done in less than 2 days. If you are given a task that is going to take more time than that, then split it by following breaking up monster tasks.
Tip #5: Don't consolidate emails
If you get multiple emails or tasks, don't consolidate them. Reply to each email individually as you go. This way the person requesting the work hasn't lost the email history and can understand what the work is done relates to. It also means that testing and/or feedback can come in as soon as possible after the 1st completed task.
Tip #6: Delete "Done" emails - Aim for 0 inbox
There is no point in keeping emails that just clutter your inbox. You don't need to keep the original email because after you have replied "Done", there is a copy in "Sent Items". If you must keep an email, then move to your "Saved Items" folder.
Tip #7: When appropriate, use text instead of images
To: Bob Subject: RE: Northwind website - find orders Hi Bob,
>1. Find the orders
Done - used the following to get it:SELECT ProdName = CASE WHEN Download.ProdCategoryID <> '' THEN ProdCategory.CategoryName ELSE Download.ProdName END, Downloads = (SELECT Count(*) FROM ClientDiary WHERE ClientDiary.DownloadID = Download.DownloadID AND ClientDiary.CategoryID = 'DOWN' AND ClientDiary.DateCreated > '01/01/2010' AND ClientDiary.DateCreated < '01/01/2020') FROM Download LEFT JOIN ProdCategory ON Download.ProdCategoryID = ProdCategory.CategoryID ORDER By Downloads DESC
Jason
Figure: Good example - This "Done" uses text instead of an image so it is easier to search; to copy and paste; and to reply with a modification
Tip #8: Handle an email once
Follow a tip from Adam Cogan:
During my accounting days we had large physical in-trays and you were always picking up papers, looking at them, deciding it’s ‘too hard to do right now’, and then picking up another piece of paper... I learnt that a sign of an efficient person is that they handle a piece of paper once.
Likewise, when you get an email - don't just open it, have a quick look and close it with the idea that you will go back to it later. Read it, make a decision and do the action. Delete as many emails as you can on the first go. In the same vein, when you complete all tasks in an email, delete everything in that thread.
Tip #9: Consider alternatives in a team environment
In a development team environment, it is better to move emails to tracking systems. E.g.:
Tip #10: Include a video when appropriate
See how to record a quick and dirty "Done Video".
Tip #11: Remember to thank people - don't be too brief and icy
When replying 'Done' to a bug or issue someone reported, remember to thank the person for taking the time to send it. A short "Thank you for reporting this" helps to make your 'Done' warmer.
When a client or coworker verbally asks you to do a task... How to make sure you will remember it?
The best solution is to send yourself an email, Cc'ing the person who asked you, and including "As per our conversation..." This way both of you know that the job needs to be done. This is really important especially when you are working for clients so there is a documented record of the requests for work.
Another scenario is when you found something you should work on, but don't have time to do it immediately... you should also send a "To myself" email, Cc'ing someone who is also interested in that task (e.g. The Product Owner).
Note: If the request is relevant to client work or an existing Product Backlog then it would be better to create or update a PBI and @mention the Product Owner and relevant people as per using @ mentions in PBI.
Tips:
- Make it clearer to everyone else by making "To myself" a heading or bold
Always add "To myself" in the email body - not on the subject - so that other people Cc'd know what is going on - When replying "Done", address it to the Product Owner (or another person), not to yourself... Only crazy people talk to themselves :-)
- Include an estimate and priority too...so the expectations are set better. With this estimate, the Product Owner can stop you if they think the amount of time doesn't provide good ROI
- If there are other people addressed in the email, put the "To myself" at the top so the tasks aren't buried at the bottom of the email.
From: John To: John Cc: Adam, Uly, Dave Subject: Add a bad example to Rules to Better UI - Progress bar Figure: Good example - Send yourself an email with estimate and prioritization
From: John To: Dave Cc: Adam, Uly Subject: RE: Add a bad example to Rules to Better UI - Progress bar Figure: Good example - Replying to a 'To myself' email showing done evidence and correctly replying to the person who requested the task
- Make it clearer to everyone else by making "To myself" a heading or bold
Always follow up important conversations (usually via phone or IM) with an email that begins with the words "As per our conversation". The intent is to document what was said and agreed upon.
When possible, go the extra mile and confirm the requirements by sharing your screen with the drafted email, and then add the words “checked by XXX” at the top before sending.
Watch the video below and see how a single email can make your job easier.
Video: Do you send "As Per Our Conversation" emails? (2 min)To: John Subject: Spec Review for Northwind Figure: Good example - Using "As per our conversation" email
This is not just a 'cover my ass' email. This is for several reasons:
- To make sure that you did not get the message wrong
- To keep an audit trail of agreed decisions
- To keep people, who were not a party to the conversation, informed about the progress
Use this approach internally and with clients. As a result, expect to see "as per our conversation" emails that:
- Require a task to be completed
- Explain the logic of the decision
- Include URLs that were referred to
- Can be referred back to in the future
Notes:
- This is most likely to happen after a conversation started by the client. If you are the one making the first contact, also prepare, then confirm conversations/decisions
- Add other interested parties into the 'as per our conversation' as required. 'As per our conversation with Bob, I am going to do xxx'.
- For a major architectural decision, etc. that could be difficult or expensive to change later, which was made against your recommendation, consider sending a "For the record" email.
It's easy to fall into the trap of sounding rather robotic if you start every email with "As per our conversation", or "As per the message I just left on your mobile", etc. Here's a list of nice email openers that have the same effect:
"As per our conversation" alternatives:
- Thanks for the chat
- Good talking to you
- As discussed...
"As per the message I left on your mobile" alternatives:
- I couldn't catch you on the phone today.
- I just left you a quick voicemail.
- I called earlier but couldn't get through.
- Hey I just called earlier to say...
What if they don't answer?
In most cases, you don't want to be blocked by not being able to have a conversation with the client or Product Owner. In the case where you can't reach them by calling them on the phone or Microsoft Teams, you wil have to make a decision by yourself.
In this case, it's still important to record everything in an email or a Teams message, starting with "I tried calling you but didn't get through".
To: John Subject: Spec Review for Northwind Figure: Good example - Email when you can't reach the person by calling
You can also send a quick message on Microsoft Teams with a brief summary of the decision you made.
Location - include the reason at the top
When you have an image or other information, remember to keep the main reason text as the first thing in the email body to give it better visibility.
To: John Subject: RE: PowerBi error Figure: Bad example - Reason at the bottom
To: John Subject: RE: PowerBi error Figure: Good example - Reason at the top
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
It is good practice to be clear on what you want. One way you can make things clearer is to number tasks or questions.
Note: Receiving an email with just numbered items is cold - An email starting with a paragraph of context is much nicer
To: Bob Subject: Presenting at User Group Hi Bob,
We’ll commence the meeting at our office where we can provide you with an overview of the SSW operation, and then discuss in more detail the Northwind solution and how we can partner to make it a success.
How many attendees from will be attending on the meeting day? Are you able to stay for dinner or lunch with our team? Would you like to see some sights while you’re in town?
Bad example - Tasks/questions may be skipped if the reader does not read very carefully
To: Bob Subject: Presenting at User Group Hi Bob,
We’ll commence the meeting at our office where we can provide you with an overview of the operation, and then discuss in more detail the Northwind solution and how we can partner to make it a success.
I have a few more questions about the day to help me and the team prepare:
- How many attendees from will be attending on the meeting day?
- Are you able to stay for dinner or lunch with our team?
- Would you like to see some sights while you’re in town?
Good example - Tasks/questions are clear
⚠️ Warning - Avoid numbered lists that aren't tasks
To: Bob Subject: Presenting at User Group Hi Bob,
We’ll commence the meeting at our office where we can provide you with an overview of the operation, and then discuss in more detail the Northwind solution and how we can partner to make it a success.
I have a few more questions about the day to help me and the team prepare:
- How many attendees from will be attending on the meeting day?
- Are you able to stay for dinner or lunch with our team?
- Would you like to see some sights while you’re in town?
It can be very productive to walk around and take in the sights while discussing business matters. Some of the attractions that we could visit include:
- The Template of Yue Fei,
- The Zhejiang Art Museum, and
- The Hangzhou Botanical Guardens.
Bad example - Confusing! The second list above is unnecessary and obscures the tasks/questions
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
If you have to address an email to one or multiple people (including to yourself), include each person's name as a heading. This helps them quickly locate which part of the email that applies to them.
To: Jean, Anthony Cc: Adam Subject: SSW CodeAuditor - Bug Figure: Good example - When addressing multiple people, include each addressee's name as a separate heading
Tip 1: You can add a heading in Outlook by typing Control+Alt+3.
Tip 2: When sending from apps/devices that don't allow headings, at least make the names bold.
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren.
All business emails (that are useful) should be in one of the 4 following formats:
-
FYI - Used to spread information
- Daily Scrum - Report on daily progress in a Sprint
- Sprint Review/Retro emails
- Sprint Planning emails, etc
-
Tasks - Used to send direct numbered tasks
- To Myself - to send yourself a task, and CC interested parties
- Tasks to one or more other people
- Test Please - Used to request testing and/or acceptance of a task
- Done - Used when replying to a task, showing details of what has been done
If your email doesn't fit into one of the above categories, it probably doesn't need to be sent.
-
When asking for changes on a web page, Word document, PowerPoint slide, or code, always use "Change from X to Y".
This process consists of including the original version of the content ("X") among with the changes you require ("Y"). It means you easily see the page or file content as it was prior to your changes. This history is convenient for future reference and also makes it very clear to the person doing the changes exactly what the new file is meant to look like.
Video: Best way to ask for content changes | Ulysses Maclaren | SSW Rules (5 min)Using email for small edits
Make the changes even easier to see and understand by highlighting:
- In red (with white and bold text) what you want to delete something that you're not replacing with something new (only do this on the "From" section)
- In yellow what you want to be added/updated (only do this on the "To" section)
- If you are only adding new content to a page, only use a "To" section without highlighting
Note: All text we do not write ourselves should be indented, so this includes paragraphs we are copying and pasting.
To: Dave Subject: Update CodeAuditor features list Figure: Bad example - The original version of content has not been included in the email... it is hard to tell what needs to be changed
To: Dave Subject: Update CodeAuditor features list Hi Dave,
On CodeAuditor web page ssw.com.au/ssw/codeauditor
- Please change:
From:
Scan all your projects for coding bugs and errors:
- Enforce industry best practices.
- Friendly licensing model pay nothing for the full version!
To:
Scan all your projects for coding errors
- Guarantee industry best practices
- Friendly licensing model - bloggers even pay $0 for the full version!
Figure: Good example - 'From' and 'To' changes are highlighted... it is clear what needs to be changed
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
Tip #1: Microsoft Teams - Use the same X to Y style
Figure: Using change from x to y in Microsoft Teams Note: Microsoft Teams doesn't currently allow you to set the font color to white
Tip #2: Microsoft Outlook - Add a style to make delete highlightings easy
Figure: Remember when saving the style to select "New documents based off this template" Figure: The style will show in your styles list to be applied when needed Tip: You can right click to bring up the format text toolbar
Tip: By default, saved styles are ordered alphabetically. Add numbering in their name to customize their order of appearance
Alternative - What if there are too many changes?
Sometimes you have a lot of content and too many changes, making the process "from X to Y" too arduous. In this case is recommended to use Word 'Track Changes' functionality.
Figure: A Word document with 'Track Changes' ON is recommended if you have too many changes Alternative - What if you have a website managed by GitHub?
Some websites use GitHub to manage their files (e.g. SSW Rules). GitHub makes reviewing changes easy through "Pull Requests".
Figure: This visual preview of the changes to a Markdown file in GitHub Note: When highlighting text in HTML/Markdown you should avoid
<font>
tags. Use<span>
instead.Your boss asks you to change a page on your website. You discuss it with your team and come up with the changes. Wouldn't it be nice if your boss could see exactly what was changed?
Always keep a copy of what the page (or document) looked like before you make the change, and reply to the original email with the "before" and "after.
Sometimes you will need to send a new version for an email. This often is due to 2 main reasons:
- You received substantial feedback about the email you've sent that requires a new version
- You realized you've made a mistake and want to send an updated version of an email
Having an entire new version of an email is important as it:
- Ensures that you understood feedback and incorporated it immediately
- Cleans up the email thread history to only have relevant content
Note: Not every feedback will need a v2. Some may be in the form of:
- Hints for what could be better for next time, in which case all that's required is you take the feedback on board
- Changes or clarifications to the content, that can act as the latest version of the thread, without needing a re-send
How to send a v2 (Outlook)
- Open your v1 email in Sent Items
- Click Actions | Resend this message
- Include (v2 - {{ REASON }}) on the first line of the email body
Warning: Do not add "v2" to the subject as we want to keep the thread.
- If the email is a reply, then keep the email history leading up to your original email.
- Replace your v1 with your v2 email, as if the v1 never happened (same for v3, v4, etc)
Figure: Good example - Sending a 'v2' when you need to make an update
Video: Some jobs give no chance for a v2Note: If all the feedback you received is incorporated into the new version, there is no need for an additional done email. However, if you've got other tasks in the feedback, it may be necessary to reply 'done' to those separated from the content of your v2.
When emailing external parties, it is a good idea to CC the other colleagues within your organization that may have an interest in the email. Some of the benefits of CC'ing others are:
- It can save time
- Gives the email more credibility if you have CC'd others in your organization
- Colleagues may correct your mistakes
In addition, I often see people replying only to the sender of the email, ignoring the fact that there were other persons included in the original email. Obviously the original sender intended to keep everyone in the loop, so it would be polite to CC everyone included on the original communication. The converse is true also - don't cc people unnecessarily - you're just adding to the email problem!
What if the other person drops people?
Sometimes the other person will 'little r' reply instead of 'Reply All'. It is not a good habit to little r reply aside for when there are any exceptions noted below. This can be problematic as those dropped off the loop are needed as part of the decision making. Decisions will be harder to be made in a timely manner or end up being made without a full team agreeance over.
At this point if you are still Cc'd, you should reply and add all those dropped from the loop, back into the loop as soon as possible.
Exceptions
- If not all recipients need to be informed
- The opinions of the rest of the recipients do not matter as they are unlikely to disagree
- If the original email was to an alias with many subscribers, in general you should not Reply All.
- Also, if the sender requests a 'little r' reply, then you should not 'Reply All'.
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
Sometimes you get the same task from 2 different people. Sometimes even the same person sends over-lapping emails. Sometimes you find duplicated PBIs.
Whether you keep a backlog or are just using your email inbox as a to-do list, you have a choice to make:
A: Get rid of the duplicates and only keep one (you need to spend time informing everyone about the merge)
B: Recommended - Keep them all and when you do it, reply to all the emails with your ‘Done’ OR close each of the PBIs. (Of course it is a good idea to relate those tasks by adding links or the email subjects)
To: Bob Subject: RE: Update the form options Figure: Bad example – This email will never get a ‘done’ when completed
To: Bob Cc: Jason Subject: RE: Update the form options To: Jason Cc: Bob Subject: RE: Form options need refresh Figure: Good example – Both emails got a ‘done’ reply and were referenced to each other
Reducing noise in email threads is easy now we have Office365 and OneDrive.
Sometimes when organising or planning you will need to gather responses from a lot of people, but having many people reply to the email can create a long and messy thread.
An easy alternative to this is to use Office365 in OneDrive to create a survey in Excel, and then send an email invitation with the link to your participants. They respond in the survey instead of by email, and the long, cluttered thread is avoided.
Figure: Bad example – a simple “X or Y?” question thread generated dozens of responses that clogged up the inboxes of the recipients
Figure: Good example – send an email with a link to a survey instead of asking for replies
For a quick introduction to how to use Office365 from OneDrive, watch this video:
There are times you should have your email checked by someone else before sending.Simply ask for that person to come over and check it on your computer or IM them if the person is not close by (e.g. in a different room).This way you are guaranteed instant feedback and you won't clog up someone else's inbox with unnecessary emails.
Examples are:
- Where you are a little unsure
- When you are new to a company and sending an email to a large distribution list
- Sending a complicated email
- Sending a sensitive email (where the content could be perceived as confrontational)
- In application development, when you need a quick 'test please', and the person is immediately available. This provides you a chance to check and collaborate on the finished change before the 'done email' is sent. It also shows the email was double-checked.
Doing this will ensure:
- You avoid grammatical and spelling errors
- The layout and tone of the email is professional
- You haven’t forgotten anything important
- The receiver knows who else agrees with the content
Figure: Good example - Use 'Checked by xxx' when sending emails that require a second pair of eyes
Figure: Consider this the '4 eye check' (four eye principle) Web content - Check grammar and links
When you action a task for adding or making big changes to web content (such as a rule or suggestion), you should first paste the content into a new Word file and run the "Grammar & Spelling Check". Once you confirm there are no errors, you may add the content to the site.
After that, run SSW LinkAuditor in order to keep 0 bad links on that page.
To: Adam Subject: New Blazor page on SSW.Website (Checked by Peter)
Hi Adam,
Done - added the new page for Blazor consulting - https://www.ssw.com.au/ssw/Consulting/Blazor.aspx
- No spelling or grammar mistakes
- No broken links
Regards,
DaveFigure: Good example - Reply to the email with grammar & spelling check and broken links results
Having standards and email templates is great. It helps keep consistency, and the recipients know the format of the information they’re receiving and so can process it quickly.
It also saves time if another employee needs to send one of these out later, as they may not know the processes that go into its construction.
In order for other people to recognize emails following rules and standards, it's a good idea to include something like "<This email was sent as per XXX>" at the end of your email.
Even when the rule or standard doesn't include an actual email template, but you want to empathize you are following it, it is still valid to include that link at the bottom, so the other person can get easily get more information.
To: Jason Subject: Northwind App - Google Ads Hi Jason,
(PING)
Need an answer on this ASAP, please
<This email was sent as per Do you know how to follow up an unanswered email?>
...
Figure: Good Example – the email links to the standard it follows
Tip: If you are following a rule in a presentation, website, software, or even a blog post comment, you should also include a reference to the rule.
Make sure that anyone tasked in emails is explicitly added to the "To:" line. This helps them identify emails where they have tasks.
A fair percentage of people open an email and don’t read who is on the "To:" or "Cc:" lines.
To: @SSWScrumDogs Cc: Subject: Northwind App - Update work items Figure: Bad example - Mark can’t search for tasks that have been assigned to him
To: @SSWScrumDogs, Mark Cc: Subject: Northwind App - Update work items Figure: Good example - Mark can filter his emails based on whether his name is on the "To:" field
You should always try and reply to emails and IM messages within a timely period, but this is not always possible.
Sometimes people see a 6-month old task/question, and just delete/ignore thinking it's "too old"... or because "the customer will think we're a joke taking this long to do something!" No matter how long it takes to do some tasks, it's always better to get it done.
Of course, there are tasks that can be irrelevant with the passage of time. You should still reply and state that you don't believe it is needed anymore.
Always reply to emails and IM messages regardless of how long it takes to respond. It shows you value the sender's input and they'll know their ideas and suggestions are not ignored.
Hi Bob,
Sorry for the late reply
Done
Figure: Good example - Getting an old task done
Hi Bob,
This is an old one. I tried to call you but you were not available. This still looks relevant so I will start this old task today or tomorrow
- Please let me know if you don't want that
Figure: Good example - Asking if an old task is still wanted
Hi Bob,
I assume this is too late now. Sorry I missed this one
Figure: Good example - Informing a task is not relevant anymore
Hi Bob,
Cleaning my inbox... Checked and this task was already done a few months ago
Figure: Good example - Informing a task was already done
The problem with emailing a task, is that no one knows how important that email is, in relation to all their other emails. So, what is the solution?
People can send tasks in different ways:
- Send a simple email with no priority indication
- Put the task straight into the backlog in the desired priority order, but send no email
Figure: Bad example - The developer does not get a chance to ask questions and refine it before it hits the backlog - Send an email indicating its priority. The recipient reviews it and places it into the backlog, based off the specified Business Value
Figure: Good example - Email tasks with a Business Value, allow the developer to review before putting it in the backlog The perfect email workflow
Before you email a task to someone, think about how important it is to you. Then draft your email, add the Business Value using the same scale that you would use to estimate your PBIs.
What if you need to write an email to multiple recipients?
Assign each person a Business Value. In the case of "To Myself" emails, you can also add the amount of 'Effort' required too.
Sending email tasks to a whole team or multiple team members is not a good idea because it can lead to confusion and lack of accountability. When everyone is responsible for a task, it can be easy for each person to assume that someone else will take care of it, leading to the task being ignored or forgotten.
Instead, it is recommended to assign tasks to specific individuals and make sure that each person knows what they are responsible for. This can help ensure that tasks are completed on time and that everyone is held accountable for their work.
As the old quote goes: “If everyone is in charge of something, no one is!”
To: @TheDesigners Subject: Video thumbnail Figure: Bad example - Designers don't know which of them should action the task
To: Danny Cc: @TheDesigners Subject: Video thumbnail Figure: Good example - It is clear who should do the task
The exceptions are:
- If you have a ticketing system, like Zendesk, that automatically adds emails to a backlog, and you have a generic task that could be completed by anyone in the team
- If you are sending a 'test please' that could have a response from more than 1 person (e.g. When any of 3 designers could approve or give feedback on an artwork)
Sometimes you send an email and get a response saying it's too cryptic. Never assume that others will understand you anyways. When sending an email it's very important to add context and reasoning, and make yourself as clear as possible. This way anyone can understand your content at any time in the future.
Also make sure to always keep the history of an email, so there are enough details in the thread for anyone else to acknowledge what is going on.
A nice way to provide extra clear information is by adding links and screenshots with useful captions.
Figure: Bad example - There is no context or reasoning
To: Dave Subject: SSW.Website - Office page - Add link to address Figure: Good example - There is both context and reasoning
What if you receive a cryptic email?
The most productive way to understand a confusing email is to seek clarification with a call.
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
Sometimes you get a cryptic email and think... "what on earth!?" In those cases, a quick call (on Teams or a phone) can solve most of your troubles.
We've all received a cryptic email at some point. Simply replying "I don't understand" is not productive. Call the person who sent the email instead. Chances are if the sender of the task couldn't explain the task well enough the first time, it's likely a voice conversation is needed to clarify the issue.
Having clarified the issue by phone, update the task by replying to the original email with the new details arising from the conversation. Remember to start with "As per our conversation".
To: Dave Subject: RE: Northwind App - Changes to UI Figure: Good example - Send this email and now move on to your tasks
However, sometimes you cannot immediately reach the task owner. In this case, you should try to contact the person a few more times. If you are still not able to contact them, you should reply to the email and state it in the first line:
To: Dave Subject: RE: Northwind App - Changes to UI Figure: Good example - In case you can't reach the person who sent an unclear email
What if you need to send a complex email?
If you ever sent an email and got a response saying it's too cryptic it is because you didn't include enough details. That's why it's important to always add context and reasoning to emails.
Always include the relevant URL to your "Done" emails, like when you make a change to a webpage or document. This way people can check the work that was done.
If you are using a task tracking system like Azure DevOps, GitHub, or Jira, also include the link to the PBI/issue/task.
Tip: Sometimes it is important to give context and reasoning to your 'Done' emails too.
Done
Figure: Bad example - How can we check the task was done correctly?
Done - northwind.com/about-us
Figure: Good example - Easy to check what was done
Done - northwind.com/about-us/ as requested on ssw2.visualstudio.com/Northwind/_workitems/edit/00001
Figure: Good example - Easy to check what was done + includes the context of the task within the Sprint
Ensure your changes are live
Scenario: PR waiting for approval.
Done - ssw.com.au/rules/dones-is-your-inbox-a-task-list-only
Figure: Bad example - Link is included but changes are not live yet
(PR waiting for approval)
Done - ssw.com.au/rules/dones-is-your-inbox-a-task-list-onlyFigure: OK example - Link is included, changes are not live yet, but people are aware
Scenario: PR approved and merged.
Done - ssw.com.au/rules/dones-is-your-inbox-a-task-list-only
Figure: Good example - Link is included and changes are live to be checked
Ensure others have permissions
It is a common problem where someone CC'd will not have permissions to see a file and the sender knows this. You should still add the link but inform the recipient.
Scenario: Recipient doesn't have permissions.
Done - onedrive.live.com/file-name.xls
Figure: Bad example - Link is included but recipient won't be able to open it, potentially generating more emails
(link for reference - you don't have permissions)
Done - onedrive.live.com/file-name.xlsFigure: Good example - Link is included and people are aware of permission issues
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
An email with just the word "done" can often be enhanced with a screen capture or code snippet. Obviously this is also valid for tasks/requests.
In any email you send, include relevant information, such as URLs, screenshots, and pieces of code/text that will allow others to understand what was done or needs to be done straight away.
Benefits
- Improved visibility and transparency - The recipients can see the work actually being done
- Reduced cost of fixing a bug - the cost of a bug goes up based of the length of time taken for the client to ask for a change. If you tell a developer to change something they did today, it is many times cheaper for them to fix than if they got the same request 2 months later (when they have forgotten what it was about)
- The client can raise questions based on what they see in the code
- Finally, in the very unlikely case that the code repository and backup goes corrupt, your emails are a backup!
Examples
Figure: Bad example - "Done" email lacks details
To: Dave Subject: RE: Northwind - Include one more field to the form Figure: Good example - "Done" email has a link, a screenshot, and code changes
Tips
- Use balloons instead of a 'Wall of Text'
- On browser screenshots, make sure you include the top-left area - so others can see the URL and what browser is being used. E.g. Chrome or Edge
- If you are using Azure DevOps or GitHub, you should also include a URL to the work item
- Include a .diff file for greater code/text changes
Imagine receiving a reply to an email and it has one word: "Done". If the sender can't remember what was asked and the respondent has deleted the history, it's hard to tell what's going on. It's not possible to check whether all questions were answered, or what URL was in the original email.
A similar scenario happens if someone replies to an older email on a thread that is not the latest. That piece of information on the most recent reply might get lost. Also, if someone else is Cc'ed, they won't have access to all information.
In summary:
- Never delete the history when replying to an email! Surely we aren't that hard up for disk space ;)
- Always reply to the latest email on the thread
This way others don't need to go back into 'sent items' to find what is going on... which can be very frustrating.
Figure: History can be seen by anyone Cc'ed In certain situations, when you want to include someone in a conversation, you might be tempted to write a new email and attach another email as reference material.
However, it is generally not recommended to follow this approach. It is more beneficial to reply directly to the original email instead. By doing so, you can maintain the email thread's history and keep all relevant information in one consolidated conversation.
Replying to the original email ensures that the recipient has access to the entire context and previous discussions, allowing for better continuity and understanding. It avoids fragmenting the conversation across multiple email threads and helps maintain a clear and comprehensive communication history.
Therefore, instead of attaching past emails, it is advisable to reply within the ongoing email thread to ensure effective communication and a well-documented record of the conversation.
The exception is when you are already in a conversation thread with important history and you want to add more reference material to the email, although even then it's a good idea to also quote the particular line of interest as well.
When someone sends you a .doc file or images that are attached when you reply 'done' they (and others CC'd) won't be able to see the appropriate history. If it is a word .doc or an image; open it and copy and paste the text/image into the history, where the image should have been. Don't leave it as an attachment.
**Warning: ** iPhones strip inline images. If someone has replied to a beautifully crafted email (with inline images) with their iPhone, it will now be a clipped plain text email with your image as an attachment and would not be included in the "Reply All"...Grrrr
So in such a case, you will want to skip that email and go back to the last HTML email and paste in the extra response. For clarity, add something like:
"(fixed history to put back images - caused by Adam's iPhone)"
Related Rule
Sometimes clients will add attachment files into emails. Those files could be documents or images, which may contain details or solutions of the issue, or some helpful information.
To keep the history, it is very important to keep the attachment files into the email since it's easy to lose those files when responding.
In case the file is an image, you should insert it to the body of the email to make the history even more clear.
Note: Some clients make attachments because they are using OWA and you can't paste an image in.
Some people communicate with a 'Wall of Text'. Communicate better by using screenshots and reducing your amount of words.
You can take screen captures to the next level by adding balloons that have the appropriate text (aka speech bubbles). Sometimes you need only the text in the balloon and no text in the email.
The balloon is great because you can point to a specific part of the image. It is much easier than reading the old ‘Wall of Text’.
Going further, there are ways to improve the readability of your screenshots:
Tip #1: Avoid blank spaces
By cropping empty spaces in screenshots, you can make things easier to read and understand. Most times you can achieve this by resizing the application window before taking the screenshot.
It's like zooming in on the important bits, making them bigger and friendlier for the users.
Tip #2: Add a balloon when you need to point at a specific area of your screenshot
Figure: Bad example – The email is using a screenshot so that is good, but you need to read the text and relate it to the image See more details on how to configure balloons' branding in Fullshot and Snagit.
Tip #3: Be aware not to overuse balloons!
Figure: Good example – See 3 balloons were not needed In other words, you can use:
- Plain screenshots
- Balloons
- Circles or boxes
- Arrows
They are all useful depending on the scenario. Be wise and try to make it as clear as possible to the reader.
Tip #4: Add branding to screenshots
Follow the rule Do you add branding to screenshots?
Figure: Betsy Weber Techsmith - Part 1 - Creator of Snagit. See full series hereDo you know the best tools?
Follow the rule Screenshots - Do you know the best tools?
Using screen captures is a good practice - pictures do tell a thousand words - but don't include unnecessarily huge images or attachments in your email.
When your attachment is too big, you should think twice.
Avoid large attachments. If you are sending an email with attachments or images that are greater than 1MB you need to consider:
-
Files - Could a URL be better than this attachment?
- Could I send this as a UNC to an internal share?
- Images - Could I put this picture on Google Photos or another image server?
To: Bob Northwind Attached: filename.png (2.5MB) Subject: Northwind app - New artwork Figure: Bad example - Sending a large attachment
To: Bob Northwind Subject: Northwind app - New artwork Dear Bob,
Thank you for spending time with us to come to a better understanding of your business requirements. Please review the new version of the artwork at filename.png
PS: Sending the image as a link as it is too big to attach.
Regards, Dave
Figure: Good example - Sending a link instead of an attachment
Note: An added advantage is that the document stays alive. If the URL has been updated and a user takes a week to get around to this email, they will view the latest version.
Tips
- Reduce the size by sending just the relevant part of the image you need
- Avoid .bmp. Use .jpg, .gif or .png instead
- If you are sending photos (every year cameras are making our photos bigger and bigger) you may need to resize them down.
- If you have multiple files, consider .zip them
- SharePoint was built with sharing files in mind and is a great way to collaborate. If you are using SharePoint to send a file you simply need to open the context menu, click "send to" and "email a link" as shown:
Figure: SharePoint makes it easy to share or just copy the link When can you break these size rules?
Basically, you should be practical:
- There is no other way under particular circumstances
- To keep the history if the file is already part of the thread
-
To reply to a bug effectively and efficiently in your emails, you need to include:
- Current Status - the bug is fixed (screenshot of working application) or not fixed (ask for more detailed information from the client)
- Investigation - the reason for the bug, or if you don't know, what you investigated, e.g. checked Windows event logs and found nothing helpful
- Solution - how you fixed the bug (code snippet if necessary)
If you receive email via BCC, other recipients are not aware that you were sent a copy so it's actually a VERY BAD idea to Reply All in this case. It's ok to reply to the message you were BCC'd on, but it's not ok to send your reply to the people on TO or CC list. Only the sender should receive replies from BCC'd people.
This extends even further to the person using BCC in the 1st place. Generally when using BCC, you should always pause to make sure you are doing the right thing.
9 times out of 10, you will find that your motivation for using BCC is something less than fully candid... and it's almost always better to use CC or forward instead.
Adding someone to the conversation
If you think someone should be involved in a conversation but they're not on the recipient list, all you need to do is "Reply All", put the new recipient in the 'Cc' field and include (adding xxx to the loop) at the top of the email. to inform people for clarity.
Be aware it is common to "over Cc" people. Every person added to a thread has a cost, so try to not copy people without a reason. When adding someone, it is a good idea to state the reason why they are being added, so it justifies the cost of their time. E.g.: (Adding Dave to the loop - during the Daily Scrum today it was mentioned he has worked on similar issues and might have some input)
To: Scott Cc: Gary; Dave; Sophie Bcc: Subject: This is the subject Figure: Good Example - Adding people to an email thread
Removing someone from the conversation
If you need to remove someone from the loop (e.g. To have an internal conversation about an email to a client), include (removing xxx from the loop) at the top of the email.
To: Scott Cc: Gary; Dave; Sophie Bcc: Subject: This is the subject Figure: Good Example - Removing someone from an email thread
Moving someone to Bcc
Some issues might happen when deleting people from an email thread:
- The people being dropped won’t know and won’t be able to say "I don't want to be dropped from this thread"
- The people who added them in the 1st place don't know that they included unnecessary people
- The others on the thread might not notice the change in email addresses
To avoid these issues, instead of deleting people from the email, you can move them to the Bcc, including (moving xxx to Bcc) at the top of the email:
To: Scott Cc: Gary Bcc: Dave; Sophie Subject: This is the subject Figure: Good Example - Moving someone to Bcc
Video: Top 10+ Rules to Better Email Communication with Ulysses Maclaren
Consistency is key in communication. Always reply to tasks or questions in the same medium they were sent. It's all about showing courtesy, avoiding confusion, and keeping things running smoothly.
When someone messages you on a specific platform, it's because they chose that medium for a reason. Keeping the conversation in one place makes it easier to refer back to previous messages and stay on the same page. It's a straightforward way to keep things clear and minimize hiccups.
So, next time you get an IM or an email, remember to reply in the same platform - it's a simple yet effective way to keep the conversation flowing smoothly.
Tip: When you receive a question on IM (direct chat or @mention in a group chat), make an effort to respond promptly, even if you don't have an immediate solution. Simply acknowledging the other person's concern goes a long way in maintaining effective communication.
Replying to multiple mediums
If someone chases you up on IM about an email... when you finish the task you should reply on both mediums. E.g. "Done - see email"
Replying with a PBI link
If someone sends an email that you converted to a PBI, you should reply to the email with the PBI link, so everyone knows where to follow up.
Sometimes the person you send your email to may not reply immediately because they're busy or just may have forgotten about it.
If you need an answer, remind them by:
- Sending an IM with the words "(PING) - {{ EMAIL SUBJECT }}"
If you still get no response, then:
-
Reply to the email thread with a PING:
- Put (PING) in 1st line of the Body
- Remember to reply to ALL
- Feel free to include any other reminders, such as "following-up, and looking forward to your reply" or "Need an answer please"
Tip: Do not use (RESEND) as it may sound aggressive.
To: Jason Cc: Adam, John Subject: RE: Northwind website - update tagline Figure: Good example - (PING) written at the top of the email
Of course you might use slightly friendlier language following up a client or a third party compared with following up a colleague! If it's really important and you need an answer you might like to consider using the phone instead of email.
In today's fast-paced world, lengthy emails, web content, and instant messages can be overwhelming and difficult to navigate.
Less is more
To ensure effective written communication, it's crucial to embrace the principle of "less is more". By being concise and focusing on relevant information only, we can capture the reader's attention and prevent important messages from being overlooked or postponed due to time constraints. So, let's keep it short, direct, and to the point, ensuring our messages are accessible and impactful, even for busy individuals on the go.
"I didn't have time to write a short letter, so I wrote a long one instead."
Mark TwainSometimes a task will not be clear, or you won't have sufficient context to understand what is required.
A bad approach is to simply delete the email or to reply with “?” and then delete it.
What you should do is call the sender and ask for specifics, then reply to the email with an as per our conversation, documenting your new understanding of the task.
If you can't get hold of the person, email them back asking specifics of what you don't understand.
Just as we should not 'judge a book by its cover' - we will not judge an email by its subject. But, we do! Because users get so many emails, getting your clients and suppliers to take notice of yours in their inbox can be quite a struggle.
Subject: 🕑 6:30PM Tonight! See you at the User Group
Figure: Good Example - Definitely going to read this email
Use the email Subject to grab your recipient's attention. Choosing the right subject can give an email a sense of urgency or importance that choosing the wrong subject won't!
The best way of doing this is to ensure that your subject includes either an:
- Action point
E.g. "6.30 TONIGHT! See you at The Oaks Hotel..." - Result of a task you were asked to do
E.g. "Here's the 5 min of feedback you requested from our meeting with Charles Merton".
You'll note from this that including the date and time in the subject gives immediacy to the email.
If there's anything to be learned from spammers, they know how to get your attention. Spammers use very tabloid based, or headline-grabbing subjects, to try and coerce you to open that email. But don't make your email subjects tabloid-tacky, instead follow a good broadsheet paper's style of attention-grabbing lines.
Warning: Never leave the subject blank! It's like writing a book and failing to give it a name!
Good Subject Examples
Always use a descriptive email subject to make it easier to find later. Use emojis and prefixes to give context straight away.
Consulting
Subject: 🕑 Northwind - Future - Meeting to get your software solution rolling, next Monday 2PM
Dinner
Subject: 🍴 Dinner Tonight, 6.30PM at The Oaks
Bugs
Subject: 🐛 BUG - Northwind form - Button not working
Call someone
Subject: 📱 SSW User Group - This month needs a speaker - Call Tom Howe pronto!
Feedback on a product
Subject: 🎨 Northwind app - User Interface feedback
Test please
Subject: 🧪 Test Please - Product Name v1.11
Of course, we also use a structured approach for emails - especially when sending them internally.
We use the following format for the subject internally and encourage clients and external contacts to use this format as well.
Subject: {{ EMOJI }} {{ PROJECT TOUCHED }} - {{ BUSINESS AREA TOUCHED }} - {{ SHORT DESCRIPTION }}
Example:
Subject: 📧 Northwind – IOP – Customer.aspx - Add email address validation
The advantage of this is that when you sort by the subject in Outlook, you get all of the emails grouped together, and it is easy to recognize the client/product, because the subject contains the relevant information.
Tip: When referring to a website, it's a good idea to include the URL in the email subject.
Additionally, you should be able to determine which emails are the most important. Using a meaningful subject with keywords makes it easy to identify and categorize emails without actually opening them (and it also makes it easy to find them in "Sent Items"). When emails are really important, write IMPORTANT in the subject. Other emails considered important or urgent should have the following in the subject field:
- BUG
- INCOMPLETE
- URGENT
Other words to be used are:
- TIMESHEETS
- INVOICES
- PROSPECT
- TO-DO - for tasks pending
- FYI - information you want to keep around for a while, for yourself or for others (never for a task)
- FUTURE - ideas for the future
- IGNORE - for the rare occasion when something is requested and you really don't want to do it yet
- Product name - Registered User Support
- Product name - Pre-Sales Support
- Project name
- Client name
Remember: For external emails, it is acceptable to change an email subject in certain circumstances.
For internal emails, the subject should generally not be changed as it will break the threading of emails.
- Action point
Some email threads go on forever... sometimes the topic subtly changes... so when should you change the subject?
The answer is "cautiously" and early on before there are many replies. The reason is email threading. It's easier to search and find an email when its subject is accurate.
Remember the importance of a good email subject in improving communications.
When do you change the subject?
-
If the original subject was too generic, like "Reminder" or "Invoice".
This is especially common on automatically generated emails, change the subject by adding the client or project name to the email subject.
E.g. From
"Invoice"To
"Northwind website - Invoice for March [WAS: Invoice]" -
When the original email topic has been superseded by new replies
At that point change the email subject to a more relevant description of the content of the thread.
E.g. From
"Field of Study"To
"Next Years Conference [WAS: Field of Study]"Note: If you are the one changing the topic, a whole new email thread is a better idea.
Be clear to show it was intentional
When you change the subject of an email or an appointment add to the first line: "(changed subject)"
Figure: Keep your email subject description up-to-date. Sarah Palin isn’t even a governor anymore -
Often there are two email threads that have separate tasks in them, but that both relate to a very similar topic. In this case, it can be useful to give them the same subject, with a number afterwards to differentiate them.
Example:
SSW Rules - Add 'please update this rule' button #1
SSW Rules - Add 'please update this rule' button #2
Read Do you realize the importance of a good email Subject? for more on good email subjects.
Do you sometimes find that people don't follow all the items you have listed in a long and carefully drafted email?
Make it easier for everyone by sending unrelated (independent) tasks one email at a time. Also, don't forget to make your requests very clear.With separate emails, When a person has completed a specific task they just have to reply "Done" to that email, delete it, then move on to the next task.
Breaking up unrelated tasks
If you have a list of things to be done, have a second look, you may find that your requests are not directly related (don't depend on each other OR are not to be done in the same environment). In this case, it is better to break it up and send separate emails.
Grouping related tasks
As per the examples above, if you are requesting many smaller tasks under the same topic, you should group them in the same email. In this case, number each task that you wish to be completed.
To: Steven Subject: Northwind website domain change and CSS fixes Figure: Bad Example - One email for multiple unrelated tasks (Domains and CSS)
To: Steven Subject: Northwind website domain change To: Steven Subject: Northwind website CSS fixes Figure: Good Example - Separate emails for unrelated tasks. A few related tasks in the same email
Breaking up monster tasks
If you have a very large task that requires days of work, it is also better to break it up and send separate emails. So that big task "Boil the Ocean" would become several emails with consistent subjects:
- "Boil the Ocean #1",
- "Boil the Ocean #2",
- "Boil the Ocean #3" etc.
The advantages are that you get an email history for specific parts, making it easier to include someone else and follow up.
Tip: Understand tasks sizes by reading: Estimating - Do you know how to size user stories effectively?
Figure: Bad Example - One email for multiple separate tasks Figure: Good Example - Separate emails for separate tasks TODO: Make grey boxes with clear separated emails - change from IIS to Git Repo + will become 3 emails
Replying 'dones'
When replying to emails, always reply to each email individually. Don't consolidate them all into one as it leaves unfinished email threads.
Read Do you reply 'Done' and delete the original email? to see the best ways to reply "Dones".
Sometimes it can be useful to have multiple copies of the same email.
If you want to duplicate a particular message in Outlook, place the cursor in any of these fields: To, Cc, Bc, or Subject, and press CTRL+F.
Video: Duplicate an entire email in one keystroke in Microsoft Outlook (3 min)
Note: This works on Outlook for Windows only. Unfortunately, it doesn't work on Outlook for Mac nor Outlook on the web.
It will open a new draft message with the very same information as the original one.
This is handy if you want to ask different people their opinion. Easily get multiple copies of the same email for each of them.
E.g. Subject: Scrum - what is the best length of a Sprint?Figure: Place the cursor into "Subject" field and press CTRL+F to create a new copy of your message As all these rules indicate, email can either be a blessing or a curse. One of the most deadly of all the potential curses of email is when people choose to use email when it is just not the right tool for that particular task. Absolutely avoid email (at least until you after talk to the other person) in the following situations:
- When you want to discuss an issue and make a decision
- When you are dealing with a 'delicate' problem
Figures: a Meta Group survey found that 81% of respondents preferred the phone above email to build relationships, but 80% preferred email generally Making a Decision
If you want to make a decision, asking for opinions via email is the best way to ensure one isn't made. Email discussions get off-topic, lose track, and generally go nowhere, with every email ending with "Yes, but what about..." or "Just my 2c". This leads to a lot of time-wasting.
You should either pick up the phone or have a meeting to discuss the issue, make a decision then and there, and then confirm the decision via email. The first line in your follow-up email should be "As per our conversation..." This records that a conversation was held.
The issue becomes even more important internally when you email someone in the next office and ask them a question. This is a great way of creating unnecessary emails. Instead, stand up, walk to their desk and ask them the question. Otherwise, have a folder called "AskDavid" or similar, file all your emails that you need to ask him about in there, and when he next comes to visit you, go through them and get an answer.
Dealing with Delicate Situations
Similarly, never bring up a tricky topic with someone by email. It's very easy to misunderstand or misrepresent via email. We always pick up the phone and speak to the person first when discussing important, sensitive, complex issues, or issues where some serious convincing is required. This is the standard we follow:
- Draft the email covering the issues we want to confirm
- Call the person covering every issue outlined in the draft
-
Adjust the email according to the decisions made together, adding "As per our conversation..."
- Your email should be like a Scrum Sprint Retro
- It should start with the good and then say the stuff to improve
- Send the email
This way you can review issues together, and, importantly, decisions are confirmed in writing.
Figure: Are you in the right frame of mind? Ideally all phone conversations and meetings should be confirmed afterwards so you have a record of the decisions and action points. Meetings and phone calls should have adequate preparation so they are efficiently run. The reality is, after the meeting or phone call, we get busy on the next call. So this is the workflow that should happen:
- Prior to speaking to a client, speak to relevant people to help you formulate your recommendations e.g. speak to a developer about the proposal
- Draft an email with bullet points for each issue (don't send)
- Call up the client (or have a meeting)
- Modify during conversation
- Send the email to the client (cc relevant people e.g. the developer) saying "As per our conversation..."
If you receive separate emails, respond to each email individually. Don't respond to a series of emails in one email.
- Each email is a little job (eating the elephant one bit at a time)
- You get a steady flow back as bits are achieved (can get a feel or monitor employees efficiency)
- You can move to 'todo' list folders
- You get a email history for that one topic
Written communication can easily cause misunderstandings. Help the reader understand your message better by:
- Using “>” and indentation when quoting the text from others, like the original email you are replying to, or a web page, etc.
- Your new text should be kept to the left
- Add numbers if the sender didn't and it is appropriate
This way you won't forget any questions in the original email.
Note: You do not need to use ">" and indentation, when you are replying to the task that is very clear, because in this case extra text reduces clarity.
To: Adam Subject: RE: Change on Northwind app Figure: Bad example - There's too much information with no reasonable order
To: Adam Subject: RE: Change on Northwind app Figure: Bad example - Even with order, without spacing the text becomes cramped and hard to read.