Diane Kunde, writing in the San Diego Union , reports that 71% of managers, professionals, and support staff feel over-whelmed by the volume of email they receive.

We can't halt the flow of incoming email messages, but we can give you some suggestions that will help you become a better email communicator.

Write “Pyramid Style”

Try using the pyramid method when you write your next email message:

1. Start with what you most want your reader to know and, if appropriate, what action you want the reader to take.
   
2. Follow with any background information the reader may need to understand the reason for your message, and provide details about any point that may need further explanation.

Keep Messages Short

Busy readers want the messages they receive to be concise yet complete. Check that each message contains only the information your reader needs to respond or to act. Before writing, separate essential need to know information from less important nice to know details. If you are writing to multiple readers, send two messages rather than a single all-embracing message:

1. Write a short summary for readers who will be interested only in the main event and the result.
   
2. Write an in-depth message for readers who need all the details.

But remember: email does not give you a license to

• write snippets of disconnected information,
• write incorrectly constructed sentences,
• forget about using proper punctuation,
• ignore misspelled words, or
• be abrupt or impolite.

Neither is it a forum for telling long stories and anecdotes.

Be Prudent

Proofread your email very carefully: the informality of the medium and the speed with which you can create and answer messages invites carelessness! Email is not a good medium for conveying confidential information. Your messages can too easily be forwarded to other readers, and then you have no control over who else may see what you have written.

Similarly, be just as sensitive when deciding to copy a message to another person. Be sure the original sender would want his or her message distributed to a wider audience.

Avoid Complex Formatting

Avoid creating columns and indenting subparagraphs, because what you see on screen most likely will not be what your readers see (illustrated in boxes). If you need to format columns, consider creating the message as a word-processor file and sending it as an attachment to an email message.

Your formatted screen may look like this:

But your readers may see something like this:

© 2005, RGI Learning Lisa Moretto is the President of RGI Learning, Inc. For 14 years she has helped engineers improve their oral and written communication skills. Visit www.rgilearning.com or call (585) 461-3617 to learn about RGI's courses.

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