Is it right to give bad news via email?

Nobody likes bad news.

But a recent life situation (no, not the cat) really got me thinking about delivering bad news. It is a part of the job I absolutely hate - telling candidates they haven't got the dream job is the worst part of my role and it never gets any easier. I sometimes go home and it plays on my mind how someone is feeling when they got given the news they really did not want, and the impact that has on their family and own confidence.

To set the scene, my partner and I recently put in an offer on a new house. We became emotionally invested into a process, wrote the email, sent a story about us etc etc. Deep down we knew they probably wouldn't accept our offer - the sellers had higher pure cash offers.

But after 3 weeks, and no feedback, we saw said house as Sold on Rightmove and then we got a (generic) email two days later saying thanks, but your offer was declined. They didn't even acknowledge our names in the message!

I was way more annoyed about the really bad customer interaction than the declined offer itself.

It got me thinking, is that acceptable? We reeled off a tonne of reasons as to why this is just bad, poor service.

1. Lack of personal touch: Email lacks the personal touch and emotional cues that happen in face-to-face or even phone conversations. It can make the message seem pretty impersonal and cold, which may exacerbate the negative impact of the bad news. Definitely the case in our scenario!
2. Misinterpretation and ambiguity: Written communication can be prone to misinterpretation and ambiguity, especially when it comes to sensitive or complex matters. Without the ability to clarify or provide immediate feedback, recipients may misread the intention or severity of the bad news, leading to unnecessary confusion or distress.
3. Emotional impact: Bad news often elicits emotional reactions within us, such as shock, disappointment, or sadness. Delivering such news in person, or via the phone, allows the deliverer to be present, and show a bit more empathy. Email just lacks the human connection necessary and misses a key point about building a long term relationship.
4. Inability to address questions and concerns promptly: When delivering bad news face-to-face or over the phone, the deliverer can immediately address any questions or concerns that arise. Email, on the other hand, introduces delays in communication, making it difficult to provide timely responses. This can leave recipients feeling frustrated and unsupported during a challenging time.

While there may be situations where delivering bad news via email is unavoidable, in my opinion it is always advisable to choose a personal and method of communication, such as face-to-face meetings, phone calls, or video call. It actually involves the same effort!

At AD Energy, we work hard to find people their next jobs. These roles have an impact on peoples lives, their partners, kids and own futures. Whilst we cant guarantee that we will find you that role, we can guarantee that you will always be given a service that you would recommend to others.

Take a look - www.energy-recruitment.com to browse who are we and our latest roles.