The joys of escalating a problem...

Let's face it, we have all received countless emails copied to managers in the cc field. These are often sent under the guise of inclusion, to keep the relevant managers informed. They are however rarely sent for this reason. Much more likely, the superfluous recipients are included to add importance and urgency to the request; and many times, to clearly point a blaming finger at the recipient.

Let's take these 4 points in turn.

1 - Include the management chain

This comes from a good intention. Keeping bosses informed of work progress is always a very good idea. But do we really need to do this by way of copying emails? I say no. Wherever you are, there will be some elements of formal or informal engagement with management. Updates could take the shape of a written report, a physical meeting, even a direct email. It is unlikely that someone whose job is to take quick decisions based on confirmed information will be satisfied by an invitation via the cc field to either witness a situation or participate in what can only be describe as a triangle relationship (sender, recipient and the cc guest).

No, your boss will either be part of the conversation or let you handle it. Many directors I have worked with did not read an email unless it was strictly addressed to them. Rules of engagement are often that clear.

Including hierarchy by way of cc is a cry for help. In other words, escalation of a problem. As it is public, it exposes the manager as part of the issue. Bad move. I have been known in a previous life to reject the plea of anyone asking for my assistance by this means. If you work for me and have a problem, come talk to me, call me, send me an email (only to me), anything but the dirty laundry exercise that is the use of cc.

2 - Increase the importance of the email (content or sender)

This could relate to the content itself, maybe a request or a response, or to the sender (especially true in organisations where ranks and position matter). The truth of the matter is that when you want to catch your boss's attention, the use of cc means this: "My work is the most important here and you must give me more attention than to my colleagues."

This is childish and unnecessary. As the boss, I would ignore you or challenge you to demonstrate your competency and any reason why I should keep you in the team.

Whatever is important to you is probably irrelevant to a lot others. If what you have to say is truly crucial and you need senior management attention, do this: talk to the manager, agree the plan of action with them and ask them to send out an email themselves, thus showing the importance of the work for the team or organisation.

3 - Create urgency

It could be really urgent, but then you are sending an email, which is never, ever urgent. Have you ever sent an email to the fire brigade requesting urgent intervention on a fire? Any idea why?

If you need fast action or reaction, emails are rubbish. You cannot rely on people reading your email as soon as it pops in their mailbox. So, once again I will say this: go talk to them, call them. I don't know, stand on your desk and shout to get everybody to look at you. Do somehting that aligns with the urgency, but don't write!

4 - Apportion blame

That is a fake title, the point here is to blame the recipient 100% and to create an audit trail to prove it.

I will say this very bluntly: this cover 99% of the use of cc to management. The remaining 1% is when management themselves have asked you to include them.

Most usage of the cc field is to bring blame on someone else for whatever it is that the sender is having difficulties with. When it would be easier to go ask politely. Or (because not everything works by being polite), by properly planning the work, identifying all roles and responsibilities and anticipating points of failure. Then, it is very easy to correct an issue or properly assign work to someone. Should all this still fail, surely there are escalation protocols agreed by all parties involved with a clear dispute resolution process. No?

The reaction of the managers copied in such email is often fascinating. I have witnessed way too many times the same train of thoughts from them. It goes something like this: "Oh no, my guy is having some difficulties, quick, quick, I must prove I am the boss."

Then follows a snappy email to the recipient of the first one (not the sender!): "Oi, you, go help my guy and quickly." As if that was going to help in any way.

And so we get these "strongly worded emails" asking us to drop everything to provide assistance when a proper look into the issue that has prompted someone to cc the hierarchy is likely highlight serious deficiencies in their own work.

As a plea, top directors and other who receive a cc escalation email, instead of jumping gun too quickly, please do what you are supposed to:

• Due diligence, assess the situation and verify your facts.
• Ask the sender to calm down and escalate directly to you following the procedure that surely you have established long ago...
• If required, ask the recipient for an update on what they are doing to assist. or run a joint discussion to plan resolution if required.

In summary, there are very few professionally valid occasions to use cc in an email chain. When we send an email, we often forget the etiquette of human interaction. Creating an audit trail to save your arse is not part of it. It is childish and unprofessional.

Feel free to comment and share. Press the heart if you like. And please join me next Thursday for a new article.

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Seb Giroux is a consultant, entrepreneur and author who has run a variety of IT departments for 20 years. His first book, The IT Leader's Manual (Dux Publishing, 2016), provides hands-on tips and a personal framework for any current or aspiring IT leaders.

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