The Director's Cut: Navigating the email minefield

Many people argue emails have simply replaced the old fashioned internal memo, often colour-coded to indicate importance. Wrong. Email has revolutionised communication, on the one hand becoming core to doing business, on the other becoming a sort of electronic drug addiction. Our inboxes seem to act like magnets, speeding up the tempo, complexity and reactive pressure of business life.

It was also said email would herald the end of paper, as we move towards the paper-free office. Wrong again.

However, the biggest concern about emails is their impact on communications. Emails feed our reactive rather than responsive behaviour, often failing to make the points intended, and too often used as an alternative to other means of contact. As one of the most public, powerful and prevalent forms of corporate communication, there is a need for caution, care and clarity.

First, be aware of the impact of the written word. It is direct and often comes across as aggressive. To overcome this, make emails friendly. Write 'Dear NAME' and always end on a friendly note. Use the term 'we' rather than 'you' and always put yourself in the place of the recipient - read through what you have written before you send it.

Second, never send an email reply when you are angry - it starts a negative spiral that can be difficult to break. Write out the mail, by all means, but rather than send it, hold it in abeyance until you are calmer.

Third, avoid copy-copy disease. There is nothing worse than receiving an angry, attacking email, copied to the entire board, if not the entire company. A friend of mine calls these the 'three hour' emails - it takes her three hours to sort! If you are sent one of these, hard as it may be, only reply to the person writing.

Fourth, never substitute email for interpersonal communication or even using the phone. Most certainly, never give bad news of any kind by email.

Fifth, never include information on other companies in emails. Such detail can, and has been, used in courts of law. Do not use email to discuss competitors, potential acquisitions or mergers, or to give your opinion about another company. The word confidential simply does not apply to electronic communication. Somebody else in your organisation can always access it.

Sixth, beware of information on individuals. Take great care, even with facts. Avoid providing references by email.

Seventh - personal emails. Many companies are concerned about the growing number of non-work related correspondence. Often it will be through in-house bulletin boards. The key words here are guidelines and trust. Put in place a clear policy that gives some freedom, but let people know their boundaries on time and content. There is a difference between personal emails and personalising business correspondence. This latter approach should be encouraged to make emails friendlier.

It is one thing to misunderstand a sender's intent, quite another to attack someone by email deliberately. Business bullying is now recognised by industrial tribunals as a form of illegal behaviour in itself.

Electronic communications are no different from every other form and there should be no need for complex guidelines, rules and restrictions. As long as everyone is clear on a company's policy, none of these potential dangers will grow out of hand. People must take personal ownership of their emails, even after pressing Send.

There are two final areas of growing concern:

Sexual Harassment

Cases of this, and stalking via email, are growing. It is now so easy to reach intended recipients. Company policy must be extended to include this area, and lead to dismissal. Encourage people to come forward with evidence, and make it clear that all emails are held on the mainframe or network after they have been written. This statement in itself will discourage most people.

Chain emails

Another growth area. These are at best unpleasant and at worst destructive in terms of time, volume of traffic and personal well being. Treat these very seriously, root out their origins, and put in place an address where recipients can send these. Or send them to me and I'll take the risks. (david@davidtaylor.co.uk).

Happy messaging.