Thinking Creative

 I recently viewed a two-way e-mail exchange between two business colleagues (not Element Three colleagues!) in which both parties obviously were in conflict with each other. Hot words were exchanged, though sometimes cloaked in politically correct phrases. As a result of the exchange, one of the parties quit their job.

As a communicator, I often lament with my students this kind of misuse of e-mail communication. Because it is so easy for many people to write things they wouldn't be comfortable saying out loud, written responses in tough situations can quickly be blasted off into the ether of the internet never to be taken back. In fact, sometimes e-mails written in the heat of the moment even get sent to the wrong person by mistake, further complicating an already difficult situation.

Here are some recommendations about using e-mail wisely:

Don't write an e-mail in a moment of anger, fear or humiliation. Wait until you've had some time to process what is going on and get clear on what you actually want to have happen short and long term with the person you are considering e-mailing.

Write every e-mail as if it might be saved, printed and shared with others because it very well might be. Don't say anything you wouldn't say to the person's face.


Remember that in e-mail communications, you don't get to share the nuances of your tone of voice, facial expressions or body language. So phrases that are open to interpretation may mean one thing when spoken and other when written. Also try to stay away from slang or vernacular phrases in e-mail communications because they may be interpreted differently by the receiver than your intention.

Keep your e-mails brief and to the point. Use them to share detailed information, directives, key information that colleagues need to have in writing.

If you need to have a critical conversation, do not do it via e-mail. Take the time to speak to the person one on one. Being in the room is best. If that is not possible, using a Web cam two way communication is second best. Phone calls are third best. And texting or writing online comments are equal to e-mailing.

And most importantly, E-mail communication, when done via your company's e-mail server, IS brand communication. Brand communication affects your brand. Writer beware.