One recent example I saw was from a manager who did not want to respond to a big thread of email (from Support with Customer Escalations) because the manager knew that he was going to another division on a different role. His mail read "Hi, I'm not responsible for this escalation since 'm moving to a new role". Okay - so whats wrong with this email.
One, avoid sending an email to customer support saying you are not going to respond. For support this is a cardinal sin because they are caught with no option in front of the customer. At all times, if your ansewr is 'I can't do anything', say 'I can do something however ......'.
Two, always call, call and call if you have a negative response. Dont email the very first response on that. If you have already called then email as a follow up may not be a bad option.
From an Indian manager's perspective, it is easier emailing than calling because in order to call someone in an another country (from where the urgent email thread originated) one needs to make an international call during non office hours. However it is a pain to make an international call and expense it from office because most finance procedures make it tough for you to expense bills and you would rather make a personal expense rather than go through the hassle. Email comes in very handy to dash of that quick email which grows like a monster if the tone is negative.
Look for innovative ways of doing this. One example is to have VoIP services on your mobile. 'Fring' software is free and you can make VoIP calls from your mobile by just connecting to your wireless broadband. There are VoIP phones but they cost 300 dollars upwards so Fring is a nice option.
If any of us resan our sent folder after 5 years we would notice how many emotional, information inadequate mails we have sent. Nobody is an exception. Really nobody is perfect in this art. I want to share these thoughts with you to use email and not mis use email.
