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Training Today: Employee E-Mail Blunders
September 14, 2009
By Margery Weinstein
A company with 100 employees can expect to lose approximately $450,000 a year, or more, because of e-mail blunders, inefficiencies, and misunderstandings, according to "The Top 10 E-mail Blunders That Cost Companies Money," a free special report from Creative Communications & Training.
Here are some of the firm's findings:
Inaccurate or vague subject line: Vague, confusing, or incomplete subject lines result in unread messages, overlooked information, and needless follow-up communication. Cost: Inaction; rework; inefficiency; missed opportunities.
No specific action step: Many people complain that after reading an e-mail, they're not sure what to do with the information or how/when to respond. Cost: Inaction; rework; missed opportunities.
Incomplete information: This results in stalled projects and a chain reaction of needless follow-up e-mails. Cost: Inaction; rework; misunderstandings, misguided responses; erroneous decisions.
Too much information: E-mails with too many extraneous details confuse readers, and waste time and productivity. Cost:Inefficiency; misunderstandings; e-mail overload; erroneous decisions.
Harsh or demanding tone: Negative or sarcastic messages offend readers, and can trigger nasty e-mail exchanges. In addition, abrasive e-mails discourage readers from responding. Cost: Missed opportunities; misunderstandings; damaged relationships; legal liability.
Breaking privacy guidelines and crossing ethical boundaries: Companies have paid out millions of dollars in settlements in recent years because of e-mail litigation. Cost: Damaged relationships; legal liability.
Conveying sensitive or confidential information: E-mail should not be used for controversial or sensitive matters, or subjects that require reaching a compromise or tactful face- to-face communication. Cost: Damaged relationships; legal liability.
Errors and inaccuracies: The speed of e-mail often leads to errors and inaccuracies. Spelling, grammar, and punctuation errors distract readers and give the message an unprofessional look. Cost:Inefficiency; missed opportunities; damaged relationships; erroneous decisions.
Excessive volume: Unnecessary FYIs and CCs, non-essential acknowledgements, spam, mishandled distribution lists—all of these add to the increasing number of e-mails people must organize and attend to every day. Cost: Inefficiency; e-mail overload; damaged relationships.
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