A while ago I published a workplace communication and collaboration tool decision tree. At that time I outlined five reasons (habit, personality, office layout, ignorance and unavailability) that cause many people to use the wrong tool, and stressed that cost is no longer a factor — most of these tools are available free. It would seem that for most people this is not intuitive. I’m still getting people asking me how they can reduce the inappropriate use of e-mail in their organizations. So this time around I’m going to be more explicit. Here are ten situations when you should not use e-mail, even though you may be tempted to do so:
Some situations are a judgement call. For example, when you’re canvassing information from a large number of people, it makes sense to use a survey form or other short, simple-to-answer form instead of an e-mail. If it will fit on one screen, then it may make sense to embed it right in an e-mail message and send it that way. Otherwise, it’s probably better to send people a link to a proper survey tool, ask nicely, and expect very few people to reply. And if you’re trying to arrange a meeting with a bunch of people, a lot depends on whether they share a calendar or other booking tool; if not, you may have to use a short e-mail. If you need to send an attachment, think twice: e-mail is probably not the right vehicle, for one of the reasons above. Ditto if your e-mail is more than a screen in length. Or if you’re using an e-mail ‘group’ to send to. Or if your e-mail thread is already longer than three messages long. Or if you’re sending something out to a large group without really knowing who it should properly be targeted at. If you keep your own messages in a ‘sent messages’ folder, take a peek through them; you’ll probably blush at the number that would have been better unsent, dealt with another way. So what’s left for e-mail?
There. Is that clearer? Category: Communications Technologies
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Dave I can’t agree with you on #1. I work in an industry where customers regularly (read far more often than not) make wrong assumptions as to what has gone wrong and immediately call up and start to harangue sales, billing or support staff. It is unproductive behavior. When wearing my Customer Support that I can much more easily deal with a customer’s complaint (legitimate or not) if I receive it via email as I then have the time to investigate and get back to the customer with the truth of the matter and hopefully a resolution.
not to mention that email leaves a verifiable trail whereas telephone calls and walking to an office to meet in person does not.
I agree with Doug. E-mail does give a “paper trail” that is sometimes very valuable to have, particularly in overly political environments. In such environments, you’ll often get a phone call or an in-person visit specifically when someone doesn’t want to leave a paper trail of what they’ve asked or have committed to.Academically, I agree with your post. But… :)
Respect Work,