Highly Effective Correspondence with Stop -> Think -> Send

Increase productivity by reducing work for all parties involved in your projects with effective correspondence. Please take the time to read through the content below as I believe it will make a massive difference to the way you and your team operate going forward.

The problem

Are you constantly rushed when sending emails and other forms of communications as most of us are? We find that the process ends up taking longer to get to a meaningful outcome and execute tasks if all the information required to make decisions is lacking depth. There will also be delays for each party waiting for a response from the other. This time adds up, and what could be accomplished for example, in just a few emails ends up being numerous.

Case Study - Kitchen Joinery Plans

This is an example of unnecessary excessive emails sent back and forth to get to an outcome where all the information required to complete the kitchen joinery plans was finally received and items marked as complete.

• 19TH SEPTEMBER - email sent from Builder about joinery plans

• 49 - Number of emails sent and received in relation to the joinery plans plus SMS. Can you believe it?

• 17TH OCTOBER - Signed joinery plans received by Builder. This is one whole month to finalise the joinery plans and mark as complete

Reflections

1. How much time would it have taken for all involved to write each email?

2. Do you think the kitchen joinery plans could have been sent by the Builder and the final signed plans received by the Builder on the same day? or in 5 or less emails?

3. What content would need to be included to limit the number of back and forth emails?

4. Would the use of technology accelerate progress i.e. zoom video conferencing followed by emailed confirmations? Phone calls? Email attachments?

Solution - Stop -> Think -> Send

Before sending emails, reread what you have received and drafted and think about any other details the receiver may need to know then add as required and send. If you think they will have more questions when you are about to send an email, chances are they will likely come back to you for those details. Unfortunately, this will add more and more time to your communications. Don't go to the nth degree with providing information as this will be start to become counter productive. What you need to do is present enough information for the receiver to understand the details i.e. what is required and how they can action each item. This will dramatically speed up the process, rather than sending multiple incomplete messages.

In Practice

Most of us have multiple demands and need to juggle how we spend our time and where we focus attention each day.

When we require Clients to action any items we distinguish this by sending an email and SMS using the subject "ACTION REQUIRED" followed by the action item(s) i.e. "ACTION REQUIRED - Sign and return kitchen joinery plans". This can be more specific i.e. "ACTION REQUIRED - Sign and return kitchen joinery plans - due by THURSDAY 17th October 3pm" or "URGENT ACTION REQUIRED - Sign and return kitchen joinery plans - due TODAY by 3pm".

These simple headings filter emails into those that are a MUST read asap as an urgent action is required, and emails that are more of a project update for interest and context. It is clear from the subject what the item is and when it is required. This becomes powerful when multiple items are required at the same time. The body of the email will include details of the steps required and any information and attachments. This will assist Clients in making a decision or actioning an item with minimal back and forth emailing. An email reply is always required to confirm receipt of the message or to show the item has been actioned. Then there is complete transparency and the status of the task is known without the need to follow up to check it was received - particularly urgent responses required.

Conclusion

It has taken me a few minutes to write this post, which includes examples explaining how things may be operating in your business, and the integral components to developing a better system for reducing the time commitment of each party, while improving your project flow.

Remember to Stop -> Think -> Send