Email or Call

Email or PhoneIf you’re like a lot of people, you rely far too heavily on email, even when you’d be better served by talking in real-time. That impulse is understandable. After all, email lets you carefully think through exactly what you want to say, choose the perfect words, and avoid the risk of accidentally saying something you’ll later regret. And it also lets you avoid conversations that might be awkward if they happen face-to-face.

Sometimes email is a perfectly sound tool but, certain topics call for an real-time conversation or at least a phone call.

Obviously, you don’t need to communicate in real-time for everything, but you should be thoughtful about what communication mode you choose. Also keep in mind that email and other written forms of communication are notorious for causing miscommunications about tone and intent.

Don’t use email for any of the following situations:
1. Giving critical feedback, especially serious or nuanced feedback.
2. Talking about complex projects or tasks where you need to hash out what the outcome should look like, explain complicated or nuanced information, or otherwise have a discussion as opposed to simply assigning.
3. Delivering a difficult, sensitive, or sticky message, such as turning someone down for a raise or promotion, discussing concerns about attendance, or ending someone’s pet project.
4. Anything likely to be heated or conflict-filled, or even just where your tone could be misinterpreted.
5. Any topics where part of the value of communicating at all is in the discussion (such as talking about performance concerns) and where a one-way delivery of information will deprive you of that.

Consider this guideline: If you’re dreading the conversation or it feels uncomfortable to you, you shouldn’t be using email. That’s the sign of a conversation that’s sufficiently delicate, emotionally charged, or ripe for misinterpretation that you should have a conversation, not send an email.
… Put it in writing
In the previous section, I did not mean to trivialize email. It’s a tremendously valuable communication tool, that’s why it has been embarrassed so widely. Admittedly, email is good for many routine communications. Here are a couple of instances where email is extremely valuable:

  • When you want a written record of what was said, refer to later or provide documentation of what was relayed
  • When an issue is so complicated that you want someone to have details in writing, such as a new procedure, database modifications or organizational policy. The more formal the communication is, attach a complete, well written document to the email and request a delivery receipt and an opened receipt.

Please “Like” and share your comments. Additional training resources are located here.

FREE Digital Course PreviewsChange Management  PRIDE System of Customer Service  Interviewing Skills  Performance Management  ROAR Model of Process Improvement   Time Management


James E. McClain is the author of Successful Career Development: A Game Plan, the book upon which some of our training programs are based. He has over 30 years' experience as a corporate HR executive, small business owner with ongoing experience in career development and as a college instructor. His educational background includes a B.S. and Masters degrees Education and Certification in Financial Planning. Our promise is that "you can pay more for training but you can not buy better training." The mission is to deliver the most effective and cost effective training and development programs.

Tagged with: ,
Posted in Communication Skills, Correspondence
One comment on “Email or Call
  1. Paul Joseph says:

    30 years experience is grammatically incorrect, should be 30 years’…


Leave a Reply

Please log in using one of these methods to post your comment: Logo

You are commenting using your account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Enter your email address to follow this blog and receive notifications of new posts by email.

Join 135 other followers

%d bloggers like this: