Tips and Tricks for Great Work Emails

The best work emails are the ones you never have to send. Because you’ve walked down the hall and had a productive in-person conversation. Or you’ve picked up the phone, had a video conference, and reached someone live.

Ok. Sure. But what about the rest of us the rest of the time?

I’ve learned to hone my email skills based on some extreme circumstances. One company leader I worked for had to be copied on every single email sent across the organization. They in turn copied everyone on every reply. Every. Single. One.

While it was a bummer at the time, in retrospect, it was a gift. I had to learn how to synthesize 600 to 1,000 emails a day without getting overwhelmed by the noise.

Another company I worked at had unwritten rules about who you could and couldn’t email – only peers and below – because it annoyed the top executive. This too was ultimately a gift. I learned how to get my emails read and responded to by leaders at the highest levels. And I earned a reputation as an effective communicator, collaborator, and silo-eliminator. I even got promoted.

Today, I own my email. My email does not own me.

Below are some of my tips and tricks.

1.?????? Subject of my affection.

First, let’s talk subject lines. Be short, pithy, and message-relevant.

What is your email about? What is it you want? Why does it matter? Let your subject line answer all of that at a glance.

You should always be professional, of course. But you should also be direct. Less is more. Don’t hesitate. It shows respect. Make it short, a maximum of 38 characters, so it shows in the preview window.

2.?????? Tell a short story, not a novella.

Think of the classical story arc. Now make it way shorter.

A.????? Exposition - "If you recall, we are faced with this problem."

Don’t assume your reader, who has not been working on this challenge like you have, will remember the specifics of the issue or question. And if your reader is an executive leader, do NOT attempt to posture for points on your superb memory if they appear to have forgotten everything you discussed as recently as yesterday.

Assume they’re working on dozens more complex issues than this, and cut them a break for their executive amnesia. You’ll serve them and yourself better by pragmatically reminding them of the issue and getting on with your message.

B.????? Rising Action - "Per our chat, I researched X, Y, and Z, and spoke with subject matter experts A, B, and C. We learned these things."

Demonstrate your diligence and initiative. Keep it relevant. Bullet points are your friend. Did your reader specially ask you to chat with so-and-so? Remind them of that. State the obvious. They'll appreciate it.

In your exploration, did you think of an avenue the two of you didn’t discuss? So long as it’s relevant, share that. They’ll be reassured by your thoroughness and you’ll gain credibility in your point of view.

C.???? Climax - "Given all that, I’m thinking our plan should be to do this. Here’s why."

If the solution were solely up to you, now knowing what you know, what would you do? Even in large organizations, the best leaders want to hear this from you. They may not follow it verbatim, but chances are they’ll appreciate your contribution.

Here’s a secret. The hardest business challenges don’t have instruction manuals. Leaders are the ones working in the ether, making sense of the smoke. They're looking to deliver something tangible for clients, customers, and fellow employees. Showing you can do the same demonstrates value and ambition.

D.???? Falling Action - "Unless I hear otherwise, this is how I’ll proceed."

If next steps are within your responsibility set, your close can be strong. If next steps are something you have to socialize and gain consensus on, conclude in a way that indicates action, but leaves some openness should others need to chime in and course correct you.

Don’t get irritated should directions change. The business climate today is so dynamic, the only constant is change. If after working up a recommendation, you still hold to your convictions when data or leaders point you elsewhere, it will read as ego and cause more harm than good.

If nothing else, get started. Even if you pivot later, take those first initial steps.

E.?????? Resolution - "Call me if you have concerns or questions."

Again, there’s a spectrum here, but make it clear you’re okay if people disagree with you or want to add to the plan. It demonstrates openness to alternatives.

You also just might - wait for it - learn something you didn't know.

If something takes you truly sideways, pick your battles and address it with data. So long as you keep it about the work, you can’t go wrong with initial steps that make sense.

3.?????? Consistently use your story structure.

Examples of how I use the email story arc include…

A. Say Less – and provide context

• When last we left the story…
• Our mission, should we choose to accept it…
• If you recall…

B. Recommend – synthesize the information and share your point of view

• All this tells me we should…
• Given this, my lean is to…
• I’m in favor of…

C. Close Strong – end with action, and offer openness should we need to pivot

• Unless I hear otherwise, our next steps are…
• We’ll work through this and alert you to any obstacles...
• I’ll move forward and keep you posted…

4.?????? The secret sauce.

Miscellaneous tips include…

A. Write like you talk.

I like the juxtaposition of blending laymen-speak with more sophisticated/expert language. It reads more human and gives me a voice. It shows I get it, yet at the same time, the contrast is often good for a chuckle. I always keep it PG.

B. Don’t forget the tech.

I’m a master of the Block feature (sorry email solicitors). I also like Unsend, but you have to move fast for it to work. I use Secure Send for NPPI or sensitive information. And I sparingly schedule Boomerang follow up reminders. I don’t believe in blind copying or read receipts. Both foster mistrust.

C. Remember email is forever.

Emails are fair game for discovery during lawsuits. Don’t email anything you wouldn’t want your Chief Corporate Counsel, or grandmother, or President, or CEO, or current/former spouse to read.

As a department head, I train my team to write emails like this. For projects I know my boss or business heads are watching, I often forward them and copy all on kudos. That way team members get executive visibility on exactly what they’re working on. Leaders see real examples of what each person does and how their success is our success. And the information is delivered in a digestible, easy-to-read, easy-to-forward email.

If you have other email suggestions and tricks that work for you, I’d love to hear them!

Hey, see what I did there…? ;)

________________________________________________________________________

Vickie Sherman is the Senior Vice President, Chief Marketing Officer at Pacific Premier Bank and Pacific Premier Trust (NASDAQ: PPBI). The views and opinions expressed here do not necessarily represent those of my employer.