Effective Email Communications

There are no award ceremonies for beautifully crafted emails. Email, as a communications medium, is both essential and deeply imperfect. The convenience of sending a quick message is offset by the challenge of conveying tone, intention and clarity. Messages can be misunderstood, intentions misread, and even a simple update can turn into a thread of confusion. Most emails are functional—a brief update, a reply, a request for information, an attachment, or the sharing of a news article—yet the risk of miscommunication remains.

Jakob Nielsen, a leading usability expert, coined the term “information foraging” to describe how we read online: our brains scan and hunt for the bits of information we actually need, rather than absorbing every word. While Nielsen’s research focuses mainly on blogs and website content, his principles are equally relevant to email communication. The lesson is clear: people don’t read email, they scan it.

When crafting effective emails, it helps to borrow from web writing best practices. Recipients are busy and often inundated with messages. Your goal should be to help them extract the key information quickly and respond without friction. Here’s a simple framework:

• Begin with a clear, one-sentence opening. State the purpose of your message right away. Example: “I’m following up to share the document you requested and confirm our next meeting.”
• Summarize your message or attachments in three bullet points. Identify what matters most for the recipient. This could include deadlines, major updates, or key questions that need a response.
• Conclude with a short, actionable closing. Briefly state any required action, deadline, or next steps. Example: “Please let me know if you have any questions or if you need any additional information.”

The best emails are direct, to the point, and matter-of-fact. Avoid editorializing or using humor—tone can be difficult to interpret and can sometimes undermine your message. Instead, choose language that is neutral and focused on action.

Here are a few additional strategies to improve your email communication:

• Write informative subject lines. Subject lines should reflect the core message or action required, such as “Invoice Attached for Review” or “Meeting Confirmation: May 15, 10 a.m.”
• Use formatting judiciously. Employ bold or italics to highlight critical points, but avoid over-formatting, which can make your email harder to scan.
• Break up longer emails. For messages that require more explanation, use numbered lists for steps or actions and include clear section headers if necessary.
• Always double-check attachments and links. Missing files or broken links create unnecessary follow-ups and frustration.
• Include only the necessary recipients. Use CC and BCC thoughtfully. If someone does not need to reply or act, consider leaving them out of the conversation to reduce inbox noise.
• Proofread before sending. Typos and unclear sentences can muddle your point and reduce your credibility.
• Respond promptly when possible. Even a brief acknowledgment (“Received, thank you—will review by Thursday”) shows professionalism and respect for your correspondent’s time.

Above all, be considerate. Every unnecessary word is a demand on someone else’s attention. By writing with empathy for the reader—who is almost certainly busy—you help ensure your message is read, understood and acted upon.

In the digital workplace, clear, concise, and well-structured emails are a mark of respect for your colleagues’ time and a hallmark of professional communication. Make every message count.