A Guide To Becoming An Email Champion @ Work. 7 Actionable Insights & 12 Best Practices Inside

Why do you even need to get better @ Emails?

• If you are still using emails @ work, you are one of 4 billion+ people across the world. Slack, a tool that reduces email usage tremendously (we use it @ Eclat Hospitality) is still only used by 12 million users every day. Emails are going nowhere.

• The number of emails is growing every year. 2025, it is estimated that 376 billion emails will be sent and received every day - source. So, the people receiving your emails are all getting lots and lots of other emails!

• People tend to read emails while also attempting other tasks. This means they are not paying as much attention to the message.

• & then the big one: internal communication is a large part of emails on a daily basis.

First Principles

• Put The Reader (Email Recipient) First

Organise content in a logical, reader-friendly structure. Write specific messages and build a relationship with the reader. Get the reader to take (the right) action

• Proactive Vs Reactive

A proactive approach focuses on eliminating problems before they have a chance to appear and a reactive approach is based on responding to events after they have happened.

• Seek First to Understand, Then to Be Understood.

“Most people don't listen with the intent to understand; they listen with the intent to reply.” –Stephen R. Covey.

I like to modify that for emails to something like this:

The BIG Picture! who, what, why, when, how

• Why do you need to send that email? Can a chat, or call suffice?

• What outcomes do you want from that email? What do you need to say to accomplish that

• How do you want to say it? Feelings - warm, authoritative.

• Who needs to be on the email? Equally, who does not need to be?

• When do you need to send it?

Actionable Insights

#1 Look at your current state of emails

• Make a list of the top ten types of emails you receive that you need to do something about. for e.g. every Monday, you might get a request for a report, or a complaint etc.

• Make a list of the top ten things that irritate you when you get an email. e.g. time of the email - getting something close to the end of the day, or getting an email that is long and you have no clue why you got it.

• Make a list of emails, that you should not be getting at all!

#2 Use The Email Subject To The Max

Be Kind. Make it easy for the receiver to see what the email is all about in that subject. Allows them to decide if they need to open it right now or later.

example - Subject: Leave Application | Name | Employee Number | From Date - End Date

- which email header is easier for you as a recipient?

#3 Email Openers

Greetings.

Something to recollect - a shared memory or the last time you met or spoke. Share an insight or if the relationship is good, even something funny.

Examples:

• Hey Rohit! How have you been? Recovering from that injury ok? Happy to beat you at a game of tennis!

• Hi Swati! I read an amazing article on XYZ. Check it out, I think you will like it.

• Dear Mr Bedi, Thank you for taking the time to talk to me last week. Here is the information you wanted.

#4 Email Body - 1st Para

Should be a single sentence of 35 to 45 words that summarises the main points of the email. Should summarise your email from start to end.

example: 'The client wants to meet next Thursday with the action plan for next quarter, with a focus on cost and headcount'

#5 Each para should not be more than 3 sentences.

#6 Closing The Email

Be nice.

Examples:

• I look forward to hearing from you.

• If there is anything that I can do, please do not hesitate to get in touch.

• Thank you for your time

End with something like:

• Warm Regards, Best Regards, Kind Regards, Many Thanks, With Appreciation

#7 Email Signature

• Make it pleasing to the eye.

• Make sure relevant information is listed.

• Use this space to tom-tom about the company.

You may add a line as a p.s. (postscript) to the email that is personal or relevant to the receiver. 

Email Best Practices

1. Respond Promptly - Try and respond within 4 hours. 24 hours philosophy is old school now. If something will take more time, tell them.

2. Language - When you are communicating via email, your words are not supported by gestures, voice inflexions, or other cues, so it may be easier for someone to misread your tone.

3. Write-In Your Voice - This simply means that write using the words, and sentence structures that you would use if you were talking, or conversing with someone. When someone reads an email from you, they should be able to hear you or even better, see you in their mind's eye.

4. Write conversationally - Emails are more conversational than many other types of writing and we make greater use of the personal pronouns, I, me, my, we, you and your.

5. Use Please & Thank you

6. Cut Unnecessary Words e.g. "The managers arrived at the scene and were able to sort it out within about 30 minutes" can be shortened to "Managers sorted it out in 30 minutes."

7. Tone. Read the email to yourself. Aloud if possible. Record the email & listen to it as a receiver and change the tone if required. use tech

8. Use Templates - 80% of all Emails, will fit into 20% of the templates. Find the email types that form the bulk of the responses and create templates for those. Do Customise before sending. Share templates across the team.

9. Dates & Time should get their own line & highlight if required. example Dear Connor, I am pleased to confirm our meeting. 18th December 2020, Friday at 3 pm.

10. Using @. Using @user is a great way to get attention & action. Example: @prabhjot - We need this from your team by EOD.

11. Using Lists. Bullet points are great but so are numbered lists. You can combine @user with lists to make a super combo.

12. Feedback - Regularly, ask your Internal customers for feedback on your emails. You can measure this on Speed of response, Accuracy of response, Clarity, and Brevity.