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Format e-mail messages for clarity
Contributed by McGhee Productivity Solutions
We all want people to read and act on the e-mail messages we
send them. But the fact is we don't always send messages that support
effective responses. The common goal of anyone writing an e-mail message is
for the recipients to read the message, understand its intent, and take the
actions that are being requested.
Two important aspects of e-mail messages that are often
overlooked are how they read and how they look. Composition and
formatting can make all the difference to how recipients respond to an e-mail
message.
§ Easy-to-read, well-written messages help the
reader stay focused on the content of the mail instead of being distracted by
poor structure, grammar, or spelling.
§ Appropriate formatting draws attention to
who needs to do what, highlights critical information, and reduces eyestrain
that can result from reading tightly condensed text.
You can make your e-mail messages more useful and easier to
read by keeping the following key points in mind.
Keep paragraphs short
Paragraphs should be no more than five or six lines long.
Short blocks of text are easier for the recipient to read, and also
discipline you to focus your ideas. Keep in mind that you are writing to
someone who may have hundreds of messages in their inbox, an ever-ringing
phone, and constant interruptions. If you get right to the point, you're more
likely to keep their attention and get the results you want.
Watch font size
Avoid fonts that are smaller than 10 points or larger than 12
points (except in headlines or to embed details). For many readers, small
type makes reading difficult. On the other hand, over-large type increases
the reader's need to scroll in order to read long e-mail messages, and can
make your e-mail message look less professional. Also, remember that writing
in all capitals is considered shouting and is often perceived as aggressive
and rude.
Use "white space"
Asking a reader to wade through line after line of text is a
quick way to get your message closed back into the inbox — or worse,
deleted. Use white space — empty space on the screen — to separate
paragraphs and areas of detail. The white space helps ease the transition
from one subject to another.
Another point is that reading text on a monitor can produce
eye strain. Separating blocks of text helps the eye focus and can reduce this
strain.
Use boldface type or underlining for
emphasis
You can configure Microsoft Office Outlook® 2003 to
automatically use Microsoft Office Word 2003 to edit e-mail messages. When
you do, the rich set of formatting tools that are available in Word are also
available when composing e-mail messages. You can use many of the same formatting
features that are available in Word to create readable, actionable e-mail
messages.
Use bullets and tables
Another way to get the appropriate attention from your readers
is to use bullets and tables to call attention to particular elements of the
e-mail message, such as key points and action items. This increases the
likelihood that your reader will understand the content and know what actions
to take. Lists and tables help the reader identify the key points in a
condensed format that is separate from the text.
Be concise
No doubt you've received e-mail messages that drag on and on
and leave you wondering what the point is — and when the writer will get
to it. When writing your messages, make your point in as few words as
possible, and pay attention to sentence structure to avoiding run-on
sentences. When you are clear and direct, people tend to give their full
attention and consideration to the point that you are making.
Avoid jargon
Sometimes there can be so much jargon or so many acronyms in
an e-mail message that you wonder if a new language was developed while you
weren't looking. We are often not aware of how frequently we use jargon and
acronyms that are common to us but foreign to others. Unless you know that
your audience fully understands the verbiage, avoid jargon and
acronyms — particularly when your message is being sent to a large
audience.
Use the spelling checker
Using the spelling checker in Outlook is an effective first
step in editing your e-mail message. While this tool is not a substitute for
careful editing, running a spelling checker on all of your correspondence is
useful. Correct spelling and grammar help the reader focus on the content
rather than on your mistakes! In addition to using the spelling checker, be
sure to proofread your correspondence before sending it.
Include a signature line
When a recipient needs to contact you after receiving your
e-mail message, the first place they look for your contact information is in
the signature line at the end of your message. E-mail message signatures
should display complete contact data, including name, title, phone numbers,
organization, and Web site address. This makes following up with you simple
and quick. If you want, you can include an expected response time for e-mail
messages.
Read one last time
Before sending your message, read it one last time. Take a
moment to verify that your message is easy to read and understand. Make sure
that your goal has been conveyed concisely and effectively and is likely to
prompt the appropriate actions. We've all sent e-mail messages we regretted
sending and wished, "why didn't I read it one more time?" Make that
"one more time" part of your e-mail discipline!
E-mail will continue to be a primary form of communication in
our lives. The more attention we give to the simple details of writing e-mail
messages, the better our communication with others will be.
More information
About the author McGhee Productivity Solutions (MPS) provides consulting and education
services designed to increase productivity and quality of life.
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