Write It Well

Mobile e-mail may not replace traditional desktop e-mail, but it’s a rapidly growing medium. Here are some tips for e-mailing folks who are likely to read your message on their hand-held devices:

For more tips on using handheld devices for business communication, see Write It Well’s guide to e-mail.

Seriosity, a software and consulting company, has an interesting solution to information overload. They’ve adapted the methods of massively-multiplayer online games to the world of business, using invented money and reputation statistics to encourage concise, relevant e-mail, among other things. No matter what your incentive for crafting effective e-mail, Write It Well’s workshops and workshop facilitator guides can give you the necessary tools for clean, clear communication. 

Sometimes I find myself neglecting the e-mail subject line because I assume everyone wants to read my message regardless of how I advertise it. Unfortunately, an e-mail with a vague subject line like “Subject: Re: Fwd: Item” will find its way to the dustbin quickly. The subject is the same as a captivating headline, providing just enough specific information that your recipients know it’s important. Not only will a specific subject line get your e-mail read, but it will also help you find that e-mail three months later when you need to refer to it. 

Instead of “Meeting”, try “Three-month review Thursday”. Instead of “New Program,” try “Accepting applications for flex-time program.” For more tips on crafting subject lines, check out E-Mail: A Write it Well Guide.

When “Head & Shoulders” refers to a graph and not anti-dandruff shampoo, you’re dealing with business jargon. When using jargon, be sure it’s necessary and everyone understands it. Specialized language might make you feel important, but it can confuse your reader. If you’re the victim of too much business jargon, try the Washington Post’s glossary of business terminology.

When customers send you e-mail, it’s the perfect chance to show off your service skills.  Unlike a phone call, you can answer e-mailed requests at the most convenient moment in your day.  Just don’t blow this amazing opportunity: every unanswered or unprofessional e-mail sends a signal to your customers that you weren’t willing to listen to their questions or problems and give them your full attention.  Write It Well’s guide to e-mail can give you the tools to craft clear, professional messages for your clients.

A housemate of mine once responded to our landlord’s E-Mail in a torrent of expletives. She meant her reply for me alone, but that dangerous Reply All button tripped her up and our poor shocked landlord got an earful.  Everybody has a similar story about the note that went to Jenny P instead of Jenny Q.  A few tricks will reduce your chances of making such embarrassing mistakes:

• Watch for growing recipient lists. With conversation-tracking E-Mail systems (like Gmail), forwards and CC’s can merge into the conversation and the recipient list.
• Avoid E-Mailing sensitive information. My housemate would have been much better off venting her frustrations in a lengthy heart-to-heart, not an E-Mail.
• When hitting “Reply All,” always ask yourself if your information would really merit an individual E-Mail to everyone on the recipient list.  If it doesn’t, reply only to the original sender.

A conservative and a liberal got together to create a browser attachment to detect journalistic “spin” on web sites you visit.  According to an article in Business Week, SpinSpotter looks for examples of exaggeration, source bias, and passive voice, which it then flags in red so you can be properly suspicious. The application is available as a “very beta” download. For now, you’re probably better off keeping track of your own voice. Our books (Professional Writing Skills and E-Mail: A Write It Well Guide) will help you master the use of active voice.