Electronic Mail

Published February 2000

The lack of face-to face contact and the permanency of electronic mail or e-mail requires a different communication style than telephone or face-to-face interactions. The Rand Corporation recommends the following to help e-mail users communicate more effectively:
A message on a single subject, as opposed to multiple subjects, is easier to scan by subject header, answer and file electronically.

Address the minimum number of recipients, and, when responding address only the sender. Unnecessary messages tend to proliferate when a message goes to a large group and each recipient then responds to the whole group.

Forward missent messages to intended recipients.

Label personal opinions explicitly because readers, especially those unknown to the sender, may not be able to distinguish opinion from fact. Respond to an opinionated message with facts or evidence.

Avoid sending emotional messages, or label them as such. E-mail cannot be softened by tone of voice, backtracking or facial expressions.

The subject header "flame" announces that the message contents may be negative and possibly mean-spirited. It is also a good idea to delay responding to an inflammatory message until the emotion provoked by it has passed. Attempts at humor and irony often create ambiguity and should be avoided or labeled explicitly. Jokes and ironic comments are natural in conversation but easily misunderstood on the computer screen, especially by readers who don't know the sender personally.

When sending messages to networks or electronic bulletin boards, identify yourself and your affiliations and be careful to distinguish personal opinion from company policy.

If you send a message criticizing a third party, send a copy of the message to them. Thank someone who provides information. This lets them know you received the information and makes them more likely to help again.