Managing the delivery of IT PS on a number of projects daily requires that I use email to stay in touch and direct execution. Because of this, I have evolved a methodology that is focused on getting not only the message across, but also eliciting the response needed from those receiving the message.
First, let’s look at some of the use cases for email communication in the project environment.
- Group communication – status reports, team coordination, keeping everyone on the same page, etc.
- Requests for information (group or individual)
- One on one communications
Each of these use cases have particular characteristics that apply to their use. But they all have some things in common – there is a subject, a body and a signature. Lets look at how these common characteristics play in these use cases.
Choosing an appropriate subject is very important for all the use cases. The subject will establish the focus of the message, allow for finding specific messages in the future and create a logical thread of communication. It also can establish in the reader’s mind how he/she should respond.
I will typically include the customer, the project name or project identification followed by a particular focus. For instance, “Customer 802.1x Project ISE issues”. This makes it easy to find emails related to a particular project. It also puts the reader on notice as to how important this particular email/thread would be to him/her.
If there is a need for a reply to this thread to a subset of the thread or an individual on this thread I will modify the subject to reflect that this a branch to the current thread that can have a life of its own. For example “RE: (Internal) Customer 802.1x Project ISE issues”. There are other aspects of managing subjects/threads that I will save for future posts.
In the body of the email it is important to make it clear as to who the content is directed to. I will always start the body with a salutation such as “All,” or “Joe,”. This is especially important in a message that is addressed to a group. Often you will see an email that has a dozen people on it that poses a question but there is no indication as to who is being asked. This will usually result in no one answering or several people answering with different slants and interpretations of what is being asked.
One of the ways I will use the combination of a group being addressed with a question targeted to a particular person is to elicit a response from that individual who has been ignoring previous requests for a response. By asking the question with his/her supervisor on the thread I often get a response when asking the same question in a private email has not been successful.
Salutations in the one on one email, although not necessary for clarity, can be used to establish a level of respect for the individual being addressed. The formalism it brings to the communication can set a tone of professionalism and go a long way towards establishing a rapport with the individual.
When eliciting information in the form of multiple questions you need to make it clear that you need a response to each question and make sure the questions are individually distinguishable from each other. The best way I have found for this is to put the questions in a numbered list format and preface the list with instructions on the kind of response needed. For example:
“Please respond to each of the following, even if it is to say you do not have the information at this time.
- Which system needs the upgrade of the OS?
- What ports are needed for the firewall rules?
- When will you have your work plan ready for these items?”
This will allow the individual to easily see what is being asked and allow an inline response to each question.
One of the things I have seen over the years is a tendency for certain types of individuals to “only remember the last thing that was said and only read the first line of an email”. The above method has gone a long way towards combatting this quirk and getting the information I need when it is needed.
Finally, a signature to the email should be used in all the use cases. Most mail clients make this something that you can configure to your particular needs. It should always provide your name, organization and contact information such as email address and phone number.
Often times it is necessary to contact the individual directly by phone to clarify or have a discussion that would be difficult in the email format. It can be frustrating to not have that information at hand and needing to go to another source to find the phone number.
I have made the simple methods expressed above into part of my daily routine and habits. They have gone a long way to making my work more efficient and productive. I hope this post can be of use to you.
PS Pete