Be heard by improving e-mail communication

Q: My boss tells me I need to improve my e-mail communication. I've been texting my friends since college and don't understand how my e-mails could be improved. Do you have some guidelines on effective e-mailing?

A: Your letter actually nails a problem many people are having in the workplace with e-mail communication. If you e-mail the way you text, you'll often be perceived as immature, lazy or unprofessional (not an image you want to promote).

E-mails are the new letter. Thus when you write an e-mail you need to write as if you were typing and mailing a letter.

When we text, we often use all lower capitals, or abbreviations, or don't worry about spelling. Especially if you are writing an e-mail to anyone over 40, your e-mail will be poorly received if you use these shortcuts.

Here are general guidelines that will help your message be heard:

1. Write your e-mail exactly the way you would a letter. Don't use first names unless you know the person or have reason to assume he or she will not be offended. If in doubt, start out with Mr., Ms. or Mrs.

2. Don't write in all capitals, as it can appear to be an e-mail form of yelling.

3. Skip sarcasm or subtle jokes, since it is difficult to tell if you are kidding without seeing your body language and tone of voice.

4. Close your e-mail with the signoff you use on letters.

5. Include your title after your name or your business Web site.

The most common mistake I see people make with e-mail is to think they are the same as conversation. Conversations come and go, but an e-mail can last forever. Before you punch that "send" button, ask yourself how happy you'd be to have your e-mail in your corporate newsletter?

I advise my clients to take the time to write any important e-mails in a word-processing program where they will not be tempted to hit the "send" button in a fit of emotion. If you have to cut and paste your thinking into your e-mail, you'll reread, slow down, and chose language that will get results rather than reactions.

Keep in mind that as our world uses the Internet as the new workplace network, many of the people you deal with will make decisions about you based on your e-mails. People that you have never met or rarely see will decide about your intelligence, competency, or credibility based on keystrokes that can circle the globe in minutes.

Before you go into an important meeting, I bet you straighten your tie, comb your hair, or check your makeup to make sure your appearance doesn't detract from your ideas. Use the same approach with your e-mails and your career will thrive.

The last word(s)

Q: I'm exhausted with all the learning and changing I've been doing to stay competitive in my field. Do you ever get enough expertise to take a break from constant learning?

A: No.

Daneen Skube, Ph.D., is an executive coach, trainer, therapist, speaker and author. She can be reached at 1420 N.W. Gilman Blvd., No. 2845, Issaquah, WA 98027-7001; by e-mail at interpersonaledge@comcast.net; or at www.interpersonaledge.com. Sorry, no personal replies. To read other Daneen Skube columns, go to www.seattletimes.com/daneenskube