THE ART OF E-MAIL INTERPRETATION

Ever read a letter from a close friend and you could just *hear* that person saying
the words?
   
Maybe you know the way a college buddy drops his voice down low at the end of 
a sentence to signal sarcasm? And are you so familiar with your best girlfriend's 
staccato style of talking that as your eyes zoom along her unpunctuated sentences
about a horrific, yet hilarious, morning, you can easily imagine her sitting across a
cafe table telling you in person?
   
Being able to hear your friends' voices in your head is part of what makes e-mail so
much fun to send and receive. But that's when you're intimately familiar with the
communication style and voice of the person writing you.
   
E-mail communication at the office can be a completely different story.
   
For instance, take the time you sent your boss several paragraphs proposing a new 
way to handle an old problem and you got back a lonely "Fine." Fine? Fine what? 
"Fine, I think this is a terrific idea and we should implement it immediately" or "Fine, 
do it your way, you clown!"? Either way, one thing it definitely says is "Fine, you 
and your idea aren't important enough for me to respond with a clear and complete 
sentence."
  
One word replies are just one example of possible communication snafus associated 
with e-mail. I'll be writing more about this in the months to come because nearly every 
week a friend or colleague sends or reads me an example of a bad e-mail 
miscommunication.

I find it fascinating how e-mail can be interpreted -- and misinterpreted. Given the 
purpose of this e-zine, I also feel compelled to help.
  
To start the series, I've devised a list of e-mail habits to keep - and some to delete. Of 
course, if you have any questions or comments about e-mail communication, zap it to 
me at Donna@DonnaKozik.com

For more effective and polite e-mail:
  
1. Use "I" more than "you," which can sound accusatory and harsh. Better yet, try to 
keep  things in the objective third person, for example, "It's important this report is 
completed by the end of the week."
    
2. Greet the person by name and sign off with your own.
  
3. "Please" and "thank you" go a long way on screen - use them liberally.
  
4. Avoid one word replies such as "okay" or "fine."
  
5. Re-read your e-mail before sending it. If you stop and wonder how something will be 
interpreted, rephrase or delete it.
  
6. Use capitalization and proper punctuation. Proofread your work. 
  
7. Never compose and send an e-mail while angry.
  
And remember, if you find yourself spending hours composing the perfect missive, it's 
probably time to pick up the phone or arrange a face-to-face.
  
© 2004 Donna Kozik. For information about Donna’s writing services, visit 
http://www.DonnaKozik.com.