Business Email: Is a Conversation Better?
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An often overlooked technique to disentangle yourself from convoluted, unfocused, irate, or too lengthy emails is to shift the business email to a conversation.
Simply respond, “Let’s discuss over the phone. What is your number, and when is a good time to call?”
A question and example
A wise client in our email course, who works in the financial services industry in Qatar, asked this question:
Sometimes, a verbal discussion leads to a negative result that an official email would not solicit. A discussion is easier and more off-the-record. For example, when I discuss a customer issue with a colleague before responding to the customer, the resulting answer is often less customer-friendly since there is no trail or documentation linked to my colleague.
However, if I send the same colleague an official email describing the same case and stress its urgency and need for a solution, he is more compelled to move and research an answer before replying to the email officially.
Isn’t email the best forum to ensure a thorough response? What is your opinion?
Great question!
Two considerations
- Stopping convoluted emails from draining your time and muddying communication in your company.
- Documenting verbal conversations.
When to stay and when to leave
Do not feel obliged to stay in email if you receive a message that is better suited to a conversation. Email is best for straightforward communication and documenting conversations. A conversation is far more effective for complex or controversial issues. If it will improve the business communication (always the primary goal) to shift from email to a conversation, do it.
How to document a conversation in email
To document the discussion, simply write up a new email and summarize the conversation you had with your colleague. Thank your colleague for his assistance and document the actions you agreed upon. This will:
- Stop the email madness and shift you to a better communications vehicle (in this case, a conversation).
- Document your conversation:
- Your colleague will be forced to take your request seriously. Your colleague is unprofessional to respond more diligently to an email than a verbal conversation. Since you know he has this proclivity, let him know you will summarize your conversation in an email for “his files.”
- Write a new, clean email that correctly reflects the issue at hand and your mutually agreed upon resolution.
Benefits of choosing an email or conversation wisely
You will save time, stop the time drain of trying to resolve an issue in an email that is better suited to a discussion, require your colleague to respond thoroughly, and it will be better documented.
Get instructor feedback on your actual business emails in our Business Email Writing Course.
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