10 Commandments to Avoid Email Miscommunications: Tablet 1

Dear, Anita,

I work remotely and sent this email to my boss. He got very upset and I don’t know why.

Hi [Boss], I haven’t been successful reaching you by phone, so I’ll try email instead. Could you please forward me the newest statistics for the [project] that I requested last week?

I almost lost my job because he said I was being insubordinate. What do you think, Anita? Did I do anything wrong?

Dear, Wrong Wavelength,

I recently had a text message misunderstanding with a family member, so your question really hits home. It sounds like you accidentally offended your boss when you insinuated (in his mind) that he does not return phone calls and unprofessionally ignores requests.

Albert Mehrabian, a 1960s researcher, found that communication is 7 percent verbal (words), 38 percent tone of voice, and 55 percent body language. Since a whopping 93% of nonverbal cues are missing in electronic communications, it’s no wonder there are so many crossed wires!

To avoid misunderstandings – or worse, offense – keep my Ten Commandments of Email Communication in mind. We’ll start with five this week, and bring the second electronic stone tablet next week.

1. Keep it short. Nobody has time for long rambling emails, and you may lose your audience before you get to the point. Summarize briefly, while still relaying relevant information. Use attachments to supplement your email outline.

Lets_Eat_Grandma_Save_Lives_Meme2. Check spelling, grammar, and punctuation. A simple mistake could change your message dramatically – especially for poor grandma.

3. Be clear and avoid double negatives. Look at this muddle with a quadruple negative: “Unless you fail to inform us in advance of your inability to attend the training event, you will not be billed for those presentations which you cannot avoid missing.” Will I or won’t I be charged for the event if I don’t cancel?

4. Be specific. If you add a comment or opinion about a statement in an email, make sure it’s clear which point you are remarking on. Sometimes, it is helpful to respond under each statement or question, and change the text color of your responses.

5. Be careful with humor. Your tongue-in-cheek sarcasm may just come across as just plain mean when not accompanied by your charming smirk. Electronic joking is best employed with co-workers you know quite well.

Stay tuned for email commandments 6 through 10 next week!

Readers: Here’s a fun challenge for you! Rewrite the email excerpt in Wrong Wavelength’s question to improve the tone and avoid misunderstandings. Post your best rephrasing by leaving a reply in the comments.

Disclaimer

Anita Clew's blog posts are intended for general guidance and should never be taken as legal advice. In all instances where harassment, inequity, or unfair treatment is believed to be present, please consult your HR Department or legal representation.
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