Earlier this year, SafetyXChange ran an article containing eight tips for writing better e-mail notes. The tips were helpful in terms of using e-mail to communicate more clearly. But there's another dimension to communicating via e-mail: Its impact on the actual business relationship. I'd like to set out some guidelines to address this aspect of e-mail communication.

Words Come Across Differently When They're E-mailed

Sending e-mails isn't like talking in person or on the phone. The words just come across differently. I've noticed a tendency even among well-meaning individuals to write messages that they would never say aloud if the person were standing next to them or on the other end of a phone line.

In addition, introverts who overly rely on e-mail as an alternative to face-to-face discussions can find their "text-only" conversations easily misconstrued. To make sure your e-mail doesn't short-circuit a business relationship, consider these guidelines.

Mind Your Tone

To start, recognize that written words tend to "sound" inherently more strident than spoken ones. So avoid starting your electronic messages with phrases like "why didn't you," "I thought I told you to" or similar words of accusation.

Sure, some procrastinators may deserve this kind of blunt reminder. But you'll do more for the relationship if you open with a face-saving statement, such as: "I wasn't sure if my message got through yesterday, so here it is again."

Consider Possible Reactions

Try to picture how your recipient will react when reading your message. Would you say to this person face-to-face the same thing you're writing? Things to look out for:

• Well meaning words that come across as sarcastic or judgmental;
• Well meaning words that wouldn't offend a normal person but might offend the recipient if he or she is more sensitive than most; and
• Humor, remarks or innuendo that some might find inappropriate or offensive.

Save your jokes for face-to-face conversation with an audience you know will be amused.

Be Aware that Others Might See Your Message

Keep in mind that messages in cyberspace can easily leak out to unintended recipients. For example, your message may take an unexpected electronic turn and appear in the wrong mailbox. With cc's, bcc's and forwarding, what you say behind someone's back may end up before their eyes at the touch of a button.

So when composing the message, anticipate who other than the recipient might see it. A rule of thumb: Don't write anything you wouldn't mind seeing in the front page of the New York Times tomorrow morning. If you need to comment about a third party in your message, consider if what you need to say is negative - or could be construed as such. If so, you may want to use the phone or meet in person instead.

Include All the Necessary Information ...

People have a tendency to abbreviate when they e-mail. Sometimes the abbreviations they use aren't clear. Make sure your message is not too cryptic. Read over your message and see if you've clearly and concisely said all that your reader needs to know. Or have you withheld just enough of the details so that you retain control and force the reader to read between the lines, guess or assume?

... But Not More Information than Is Necessary

Some of us write more than we need to. If you're swamping your readers with too many unnecessary details, and in no particular order, then your poor reader cannot easily conclude what matters and what doesn't. To help your readers save time:

• Don't clutter people's valuable electronic space with non-urgent items that could be faxed or sent by regular mail;
• Limit your messages to one screen so your receivers won't have to scroll up and down to grasp all that you've said; and
• Use bullets, numbers, underlining, boldface, etc., to highlight key points.

Be Polite

People respond more willingly to the writer who remembers the human element in communications. If you know the reader well, add a personal line or two. And say "thank you." Remember also that an e-mail message in all capital letters is the equivalent of shouting or anger.

The message medium may be cutting edge, but it will never replace traditional courtesies.

Conclusion

My final word of advice: Don't let e-mail become a substitute for in-person or phone conversations. If conveniently possible, try communicating the old-fashioned way: face-to-face. Walk down the hall or to the next building to speak with colleagues. Invite them to lunch. Or use the phone. Often, a phone conversation takes a fraction of the time needed to compose a message, send it and wait for an answer. You'll find that many issues are easier to resolve with a two-minute conversation than a 25-note e-mail exchange.

Getting Control of E-mail

by Mark Hansen

E-mail can be critical to many aspects of our business, especially when we deal with different time zones and widely dispersed customers and employees. But if it's not kept under control, it can be overwhelming.

It's estimated that in the next year, the total number of e-mails sent will hit 60 billion! And many believe that the majority of that e-mail is unnecessary. According to the results of an Oregon Business Poll reported in Oregon Business, 26% of respondents spend an hour each day reading and responding to e-mail. And 14% spend more than an hour. Safety professionals don't have that kind of time to waste.

Here are 7 tips to help get e-mail in your department under control:

1. Don't ping-pong with e-mail. If an issue or conversation involves more than two e-mails, handle it by phone.

2. No junk e-mails, no jokes. Period.

3. Send only relevant information, defined as just what the reader needs to know.

4. Limit cc's (which might be more appropriately named CYA).

5. Deal with the e-mail then delete it.

6. Don't read every e-mail as it comes in; handle them in batches.

7. Use filtering software and read e-mail only from known sources.

And here's one more radical suggestion: delete e-mail without reading it.

Monitor your e-mail usage and see where it's effective and where it's a time-waster. If you can establish a pattern, you'll have an opportunity to make e-mail support your safety objectives, rather than divert focus from it.

TRAINING BLOOPERS

True experiences that trainers would like to forget

Editor's Note: We are pleased to introduce an international flavour to our Training Bloopers and bring you this story from Saudi Arabia.

Say It, Don't Spray It

Last month, I arranged to provide training for every person in the company on how to use a portable fire extinguisher. Of course there was an extinguisher in the class (a chemical powder extinguisher) to demonstrate by means of a "dry run". The instructor explained that you must be very careful where you use a dry powder extinguisher and that the powder clings to everything and goes into places and equipment that you did not even know exist. Sometimes equipment may have to be discarded, because you cannot get it clean.

The instructor then demonstrated how to pull the safety pin and put it aside. He stressed the importance of using extra care to lift it by the handle only and not to depress the trigger, otherwise it will spray powder. He then said that with certain types of extinguishers, it is sometimes wise to turn the extinguisher upside down to loosen the powder. He then proceeded to lift the extinguisher by the handle and turn it upside down. The weight of the extinguisher was shifted and caused the trigger to be depressed.

The next moment a cloud of white powder accompanied by a weird puff sound filled the whole classroom. Everybody immediately vacated the classroom to get to fresh air. Eventually, the Safety Supervisor emerged in a new white uniform and apologized to everybody.

Needless to say we are still cleaning the place. The good ending is that afterwards everybody wanted to do the course and it was completed with great success.

Gert Pieterse
Safety, Health & Environmental Advisor
ANABEEB
Arabian Pipeline & Services Co. Ltd
Kingdom of Saudi Arabia

Do you have a safety training blooper you'd like to share? Send your stories to catherinej@bongarde.com. Don't worry. We won't print your name unless you say we can.

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