Communication that works.
WHAT A SUBJECT LINE SHOULD DO
Say what the message is about, specifically.
WHY
It determines whether and when it is read, and whether it can be found later.
WHAT TO PUT FIRST
What you want, or what has happened.
Not context and background.
WHY
People read the first lines and decide whether to continue.
WHAT TO KEEP SHORT
All of it.
WHAT TO MAKE OBVIOUS
Any action required, by whom, and by when.
WHAT TO AVOID
Several unrelated matters in one message Long unbroken paragraphs Attachments without explanation Copying people unnecessarily
WHAT TO CHECK BEFORE SENDING
The recipient, particularly where names are similar That any attachment is attached That it says what you intended
WHAT TO DO WHEN ANNOYED
Write it, and send it later.
WHAT TO USE INSTEAD OF EMAIL
A call, where the matter is complex or sensitive.
WHAT TO CONFIRM IN WRITING AFTERWARDS
What was agreed.
