Make your work emails work for you

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This article was published 06/04/2024 (738 days ago), so information in it may no longer be current.

I remember a sketch from a couple of years ago from the CBC television comedy show, Baroness Von Sketch, where the employee is called into the manager’s office because she does not use emojis and exclamation marks in her emails and, as a result, she was accused of being rude, demanding, and definitely unfriendly.

She was baffled as she thought that emojis have no place in the business world, her manager was baffled as to why she was so cold and unfeeling.

Email is regularly misinterpreted even though it remains a cornerstone of business communication.

With the sheer volume of emails exchanged daily, it’s crucial to ensure that your messages stand out for their clarity, tone, persuasiveness, and readability. Whether you’re reaching out to a colleague, client, or supervisor, following best practices can elevate your professionalism and effectiveness. Let’s delve into some essential strategies for mastering work email.

Clarity is key

When composing work emails, clarity should be your top priority. Ambiguity can lead to confusion and delays in communication. To ensure clarity:

• Begin with a clear subject line that summarizes the purpose of your email.

• Use concise and straightforward language. Avoid jargon or overly complex sentences.

• Structure your email logically, with a clear introduction, body, and conclusion.

• Clearly state your purpose or request early in the email.

• Use bullet points or numbered lists for conveying multiple points or action items.

• Make sure that there is some white space. If you have a lot to say, consider piecing it out over several emails so that the recipient is not confronted with pages of dense text.

Set right tone

Tone can significantly impact how your message is received. To set the appropriate tone:

• Tailor your tone to the recipient and the context of the email. A formal tone may be suitable for a client or supervisor, while a more casual tone may be appropriate for colleagues.

• The tone should reflect your relationship with the person and work to build that relationship. Never attempt to tear someone down over email. It will be used against you, whether formally or informally.

• Be polite and professional at all times. Avoid sarcasm or humour that could be misinterpreted.

• Use positive language and avoid negativity or criticism.

• If addressing a sensitive topic, consider having a colleague review your email to ensure the tone is appropriate.

• If you think your email may not land well, consider having a conversation with them instead or not sending it at all. Having a permanent record of your rant or frustration may do little to persuade the recipient (or human resources) to your side.

Avoid misinterpretation

Misinterpretation is a common pitfall in email communication. To minimize misunderstandings:

• Reread your email before sending to ensure clarity and coherence.

• Avoid using all caps, which can be interpreted as shouting.

• Use emoticons sparingly and only in contexts where they enhance understanding.

• When discussing complex topics, consider providing additional context or background information to clarify your points.

• Cite your information and/or provide links to back up what you are saying.

• Encourage feedback or questions to ensure the recipient understands your message.

Utilize white space

Effective use of white space can enhance the readability of your emails and draw attention to key points. To make your emails more readable:

• Use short paragraphs and break up long blocks of text.

• Incorporate headings, bold text, or bullet points to highlight important information.

• Leave ample space between paragraphs to improve visual appeal.

• Consider using a readable font and appropriate font size for easy reading on various devices.

Harness power of delayed send

Consider a “delayed send” feature on all outgoing emails. The three-minute pause feature holds the email in your outbox and can be a valuable tool for preventing hasty or impulsive emails.

By enabling a brief delay before your email is sent, you have time to review and edit your message for errors or tone. This can help prevent embarrassing mistakes and ensure your communication is polished and professional.

In today’s fast-paced business environment, effective communication through email is paramount but can sometimes be a perplexing task. The balance between professionalism and friendliness, clarity and brevity, persuading and demanding, can often seem like a tightrope walk. Yet, amidst this challenge, there are clear strategies that can help ensure your emails are not only well-received but also convey your message with precision and professionalism.

Clarity emerges as a foundational principle, with clear subject lines, concise language, and logical structure serving as cornerstones of effective communication. Tailoring your tone to the recipient and context, while maintaining politeness and professionalism, helps to foster positive relationships and avoid misunderstandings. Additionally, being mindful of potential misinterpretations can further elevate the impact of your emails.

In essence, mastering the art of work email involves a blend of communication skills, empathy, and self-awareness. By adhering to best practices and continually refining your approach, you can cultivate a reputation for professionalism, clarity, and integrity in your email correspondence. So, the next time you draft an email, remember these guiding principles, and let your communication reflect the best of your intentions and abilities.

As for emojis, if someone sends you one, it probably means you should send them one back.

Tory McNally, CPHR, BSc., vice-president, HR consulting is a human resource professional, radio personality, speaker and problem solver. She can be reached at tory@legacybowes.com