A few brief seconds turned out to be very revealing last week.
Something I enjoy doing, but don't talk much about for reasons of confidentiality, is coaching.
This was in a chat with one of my favourite executives, who is a pleasure to work with, and usually a great communicator.
But he surprised me by saying:
- I've got this tricky issue to deal with, and I don't know how to word the email.
It's a good job we know each other well, because I laughed.
He paused, looked at me, then saw the point and also laughed (thankfully.)
Which meant the problem was happily resolved.
We both knew why we were laughing, and what the answer to his problem was.
So this week, I thought I'd write a brief blog with three thoughts about when - and when very much not - to email.
The Length of an Email
Check how long the email you're writing goes on for.
I'd suggest if it's more than half a page, then seriously consider having a chat instead.
In my BBC days, an editor once sent out a note beginning:
- This is a long email
I remember it to this day because I thought it was funny (not in a good way), and also sad.
Because the consequences were so predictable.
Guess how many people read it?
Not many, I know, because most I spoke to had the same reaction as me.
This is a long email we tended to translate as Delete immediately.
If something is truly important, first of all you can keep it short and simple.
That way, people are much more likely to read and take it in.
And if it's complicated, hold a quick meeting, either in person or on a video call.
Difficult concepts don't tend to work on emails.
Where's the space to explore, ask questions, and clarify?
And before anyone thinks you can't get much into a short message, never forget the lesson of Abraham Lincoln's iconic Gettysburg Address.
One of the most powerful speeches in human history, it was only...
- wait for it - wait for it -
- 272 words long
It's not the word count, it's how much the words count.
In my company, Creative Warehouse, no email goes on for more than a few lines.
It's the law! Or my law, anyway.
If we've more to say than that, we take the radical option of talking to each other.
And guess what? It works a whole lot better.
Both in terms of getting the job done, but also our sense of being a team.
The Content of an Email
This is probably the biggest danger of emails.
The lack of human cues in terms of a smile, or the warmth of a voice, can easily lead to misunderstandings.
What sounds fine when spoken can look awful in black and white on a page.
Which is why you often see emails introduced as evidence in employment tribunals and disciplinary proceedings.
Why make yourself a hostage to fortune, when a chat is far more effective and less likely to be misunderstood?
Take a simple example:
- What a great idea
Say it with a smile and you're sincere.
But pull a face and it's pure sarcasm, and it's hard to know which is the real meaning when you only see the words.
Or I like your marmalade sandwiches, which seemed to make poor Paddington concerned I might fancy dining on his, as in the picture.
Another brief thought worth mentioning here is to never, ever send emails when angry.
That can cause enormous problems.
Walk away from your terminal for a few minutes and consider how best to deal with the issue.
You won't regret it.
Whereas if you immediately start furiously pounding the keyboard... it can just escalate the problem.
Even the most carefully worded emails can leave the wrong impression.
Another exec I work with wanted to gently let down a team of his who had been working on a major project.
He didn't think it was the right time to go ahead with it, and so crafted a very warm email, but then happily stopped himself.
Instead, he called them together and told them in person, being careful to thank them all for their efforts.
He took the time to explain his reasoning, and answer their questions, which they appreciated.
With the result that they're still full of energy and enthusiasm for this next project.
Whereas I wonder if that would have been the case had he just sent an email.
The Email Bunker
Something which often amused, but commonly annoyed me in my BBC days, was that email became the default method of communication for many.
It was amazing how many people would sit only a few desks apart, but still rather email each other than talk.
They had hunkered down in, and become prisoners of the email bunker.
And that in a communication industry!
It's a very simple, but very, very important point in life:
The best communication is face to face talking.
Next best is video call, then on a phone...
But emails, texts etc. are bottom of the list.
They're fine for short, sharp exchanges of information, but otherwise...
It's far better to remember your humanity, and break out of the email bunker.
Finally, the title of this blog, Eliminating Email, may be wishful thinking.
But fewer emails would, I'm convinced, mean much improved communication.