bmc::KnowledgeFlow

I covered the 4 rules of meeting attendance back in May. It has come to my attention, that one of the most significant business tools of a life time, i.e. email, is beginning to drown under it’s own success. Once upon a time, netiquette (as most people knew it) never seemed to be a problem, however now I propose the following guidelines to the unwashed masses on how email should be handled.

1. No more than 5 people on the TO:/CC:, any more and it is a mailing list. If so, create one and use it.

2. Never reply-all to mailing list (unless it is specifically designed to be a discussion list and all participant have an option to opt-out)…Remember those mail-storms.

3. If there are more than 5 people on the TO/CC: do not do a reply-all, the sender inadvertently forgot to use a mailing list.

4. If you are on the CC: line you are receiving a copy for informational purposes. The sender explicitly doesn’t want you to do a reply-all to the email.

5. Never expect someone on the CC: line (or on a mailing list) to have read & implicitly agree with your email. Some people get a lot of email. If they aren’t important enough to be on the TO: line then it is probably only partially relevant. (not everyone is interested in every minutae of your world).

6. Never send an email to more than one degree of separation from your current position. i.e. a direct report, peer or your manager…never your managers manager or someone much lower in the organisation. The rule is you can only send email to people in the organisation structure you have a direct connection with. Companies create organisational structures for very good reasons, do not circumvent it. [I note: this is more often abused down the org structure by Senior Managers, rather than the other way...go figure].

7. Unless it is entirely appropriate, do not use read receipts. They are extremely rude and as a receiver you should always refuse to acknowledge them.

8. If you find you are BCCing: emails more than once or twice per week. You need to tone down the power politics or run for local government. BCC: is extremely useful for the specific purpose intended, e.g. when it is inappropriate that external recipient see each others email addresses due to NDAs or vice-versa etc.

9. If reply-alls to an email generates more emails than 2xnumber of people on the TO/CC: list hold a meeting. There is obviously something controversial that needs to be discussed.

10. Email is an asynchronous communications mechanism, do not expect a time sensitive response. If you require synchronous communications, use this type of mechanism; like a phone or Instant Messenging software.

11. Never substitute email for a meeting when something genuinely needs to be debated & decided, e.g. the review of a design or requirements.