Respecting group sentiment with email "CC's"

Email is certainly a form of communication without which most can't imagine being functional. There are tons of messages sent "to" and "from" us for our friends, family and business contacts. It can be quite time effective to turn around quick responses when it is needed, especially with business.

There are cases, however, when pressing the "send" button ignores a few rules.

When a part of a larger group, let's say 10 people, there is a type of trust with those (who are essentially strangers) on the list. The unstated rules are:

1. You will be respectful in any and all sent messages
2. If I make a request, you will oblige
3. My contact will not be given out to others without permission
4. No email will be cc'd to another person if it's uneccessary

Most of these don't need to be stated - they appear to be common sense. Even rule #3 can be a bit loose, especially when the other option is to give out phone contact information. Email is seen as a bit more neutral, especially for first contacts. Personally, there is a strong need to develop a relationship with those with whom I am speaking and so phone is preferred.

It is when we arrive at the fourth rule that there is really a lot of wiggle room and misunderstanding. No more is this evident than any groups one is a part where discussions are the main order of business. Everyone has an opionon and a strong need to share.

There are, however, limits.

When there are a larger number of folks on an email list back and forth conversations, limited to a few people, can be received quite negatively. When there is a target of any message, it is a good idea to limit the email to their inbox. We already receive a ton of emails, some unsolicited, any additional which are unhelpful or not needed will be met with aplomb.

Moreover, any negative messages or disagreements with a member of the group may not translate well over a digital medium. In such cases, the traditional phone (smart as it may be) might serve as a more effective means to reach out. Delivering negative messages and cc'ing anyone else should never be considered appropriate.

Email Turnaround - When to Walk Away

I have, of late, been very involved in a number of causes through which my learning curve is bending in a positive direction. However, my own rules for engaging individuals via email and acknowledging their requests isn’t shared by all. More specifically, some individuals will request an item, let’s say during a phone call, and lose everything in translation to email.

Sometimes, this is because they feel that responding via email makes things a bit more formal. Also, some have a lacking time management system and can’t respond to messages.

My own rule is once an email is sent with an ask or items that a party has requested there are two reminders. After two weeks, there’s no need for me to spend any additional time on the matter (we’re not talking about payment collection, although you can just put someone on small claims notice). It’s no longer effective to ruminate on why they aren’t responding as the perspective can often become personal. My business, in communications and RE, will require retainers for the purpose of avoiding large financial losses due to lack of turn around. It’s a policy to protect my work and time.

Intelligent e-mail marketing. Data shows us the way.

It is getting late but there's a great webinar on Brighttalk. It's being hosted by Stephanie Miller of Return Path. They're a company that, from what I gather, helps businesses understand what works and doesn't with their emails.

So beautifully simplistic.

The name of the webinar is Intelligent Data Mining for Higher Email Marketing Return. If anything my experience working for an event planning for-profit company taught me it's that metrics often act as filler. There's so much going on that people don't pay attention to what drives the audience. We create so much process that the humans are actually just squeezed right out of the equation. Isn't that funny? (Well, not if you work in accounting)

Case and point. I worked as a recruiter. We used a communication protocol. Day A= Email. Day B= Phone Call. A + D days old= You're not contacted

I ended up with the highest conversion rate in the office for weeks on end. More of my people actually bought our service (i.e. event) than my peers. Turns out, my Outlook wasn't even connected!!! When the Operations Manager turned it on I had over 5,000 emails in my outbox!!!!

That's a very bad employee.

Do you think anyone said "Well, perhaps we should evaluate the way our communications stream works. Maybe, we're sending out thousands of emails that nobody actually reads," of course not.

Emails can break, or build, relationships too. Treat them just as you would a phone conversation. That's your point of contact.

My tester with BlogTalkRadio is on August 10

Wow. I never knew so much content was possible to deliver over the web. In testing out which means of relationship building works the best I've created an account at BlogTalkRadio. Public speaking has always been a favorite of mine. This would be a chance to speak to an audience (though intitally without metrics it's hard to say who) about communications.

Taking a step back, it's hard to think of myself as speaking on how to position with an audience. My own experience has been colored by a lack of understanding in the moment how I play a role as a participant in the theatre of conversation.

Many consultants have said they are very frustrated because clients won't implement their advice. The point is that all feeback one gives, consultant or otherwise, is honest. Don't lie or be so afraid of actually getting to the point that you finesse it so much that the main point gets lost. That's what I've learned. The truth might hurt you professionally but a lie will damage you internally.

Say it. Mean it. Own it.

My communications strategy for how to connect with clients, freelancers and new friends alike is to step back (a few days) and think of the "it" I can deliver. What do I need in return? That's the starting ground.

Intent of email subject lines. (I wish I could recall it).

Ok, so here's a quick bite of a lesson. Just in communication with a friend whom I haven't spoken to in a good while. She is going through some very difficult times with serious emergencies happening in 2008 and currently.

In order to reach out and extend that warm olive branch what do I send? With all the finesse of my social skills the email subject line, which I just reread is this:

Same schedule as you, let's keep in regular contact
[bold is for the emphasis of where my intent seriously delivered poorly]

I have the same schedule as you even though all is great on my end. Why can't you return the favor? Why are you a bad friend?

OMG (feel free to share and add your own virtual emotions)