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13 Effective Email.md

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Chapter 13: Effective Email

The Art of Sending and Not Sending Email

  • Structure
    • a salutation (or openning), an optional tl;dr, a series of body sections, some kind of closing, and a signature.
  • Salutations
    • “Hi person or group,”
    • CCing another group.
  • Signatures
    • Just your name
    • Cheers
    • Thanks
    • Regards or best
  • The Importance of TL;DR
    • tl;dr Many readers don't have time to read every word of your email, especially executives. Start your emails with an ultra-brief summary in boldface.
  • Replying On Topic
    • Ask yourself what exactly is this person asking, reply magnificently on topic.
  • Large Mailing Lists
    • Large mailing lists are high-risk, low-reward.
    • When you do reply-all, it should be with super-premium content, presented with a positive attitude and respect.
  • Etiquette, Formality, and Polish
    • Never, ever show anger or disparage another person over email, even 1:! to someone you trust; emails have a way of getting forwarded.
    • Scale your formality with your audience, erring toward more when in doubt.
    • Looping in stakeholders show respect; try to include people who have a reason to care about your subject so they don't feel that business takes place behind their back.
  • The Importance of Links
    • Link directly to the dashboard, the wiki page, the documentation to provide context.
  • "Remove Me From This List"
    • Unsubscribe manually or email the list administrator.

Email Archetypes

  • The Technical Announcement
“Hi <group>,

tl;dr <thing is happening>. <people will experience some impact>

<background and motivation>

<thing is happening>

<summary implications for readers; what they really need to do; links to more detail>

<invite feedback and offer help>

<signature>”
  • The Technical Question
“I’m trying to <goal>. I’m doing <actions>, but I see <observations>. My best theory is <theory>, because <reason>. Can you <do something specific>?”

“We’re observing <observation> starting at <time with time zone>. It is likely causing <experience> for <percentage> of <class of users>. We think <theory> and want help <doing|investigating> <thing> to mitigate>.”

“I’m trying to <do a thing>. I <have done some things | already know some things>. To move forward, I want to <do or know something else>. <specific question>.”
  • The Operational Risk
“Hi folks,

tl;dr <tl;dr>

We’ve just become aware that <technical issue>. This implies that <operational risk>. <operator guidance>. We are working on a fix and will keep this list updated. Please reach out with any questions.

<signature>”
  • The Project Status Update
    • People usually care about two things: schedule (when things will be done) and downstream implications (how they can or must use them).
    • Template: Project background, Progress, Impact on stakeholders, Schedule, Plans, Issues.
“Hi <audience>,

<project summary or background link> <key changes>. <overall status/schedule>. <any important announcements>.

Area 1: progress, impact, schedule, plans, problems

...

Area N: progress, impact, schedule, plans, problems

Thanks!

<you>”
  • Requesting a Meeting
“Hi <person>:

I’m on <team> and am currently working on <project>. Right now, I’m <working on part of project>, and <some reason to seek out their help came up>. [I realize you may not be the right person for this question; if I’m wrong, sincere apologies! Otherwise…]2 Would you mind if I schedule a brief meeting to <achieve specific goal>? Thanks so much!

Cheers,

<you>”
  • The Intro Email
“Hi <A> and <B>,

<A>: <B> is <B’s relationship to you>, <background>, <optional quip>. <Reason for connecting you>

<B>: <A> is <A’s relationship to you>, <background>, <optional quip>. <Reason for connecting you>

I’ll leave you two to connect and move me to BCC. Hope you can catch up soon!

<signature>”

Email Strategy

  • Keep Your Inbox Empty
    • => replying, archiving, or forwarding.
  • Reduce Your Inbound
  • Folders (Mostly) Don't Help
  • Emails and To-Dos
    • Email is not the place to keep your to-do lists.
  • Email Cadence: The Power and Cost of Fast Replies
    • Two kinds of productive email processing sessions:
      • The focused session, where I set out to drain the queue completely, send my more complex or tricky messages, and process a cornucopia of inanities.
      • The casual glance, where I process at most a couple of emails and see what's doing literally right now.