I have a client where the employees like to copy everyone on an email. This deals especially with complaints. A person will send their complaint to the manager then copy the manager's boss. Basically, this is a manipulative method of trying to get leverage on the manager because the sender does not trust the manager to do what is needed.
Another case is where a person will have a disagreement on an issue and they will send the email to everyone in the department. Then everyone will hit "Reply All" to put their two cents in. This is such a waist of time and creates so much distrust.
Avoiding the telephone - Today, people avoid the telephone to directly address an issue of disagreement. Instead they try to avoid confrontation through email and also leverage their position through copying everyone. If they would just pick up the phone, the issue most likely could be readily addressed and solved without having to copy multiple people, waste time and create distrust.
Below is an email sent out by a COO that address much of this issue.
"In an effort to cut down on the volume of emails please refrain from using the "Clinical Manager's "tab. It is so easy for us to just use this as a "catch all" and it is causing issues with the clinical managers. They are being inundated with emails which do not pertain to "all" of them. We can take 1 extra minute to look up the specific clinical manager involved in the case and send an email to that manager. Also- before you send an email please THINK- do I really need this to go out to everyone or can I send it to 1 or 2 people that are involved in the case? If it is something you want a director to discuss with their departments then send it to them and they can discuss with their teams. Better yet- if you can walk down the hall or call then please do that! Communication is so very important but just because you include everyone on the email does not mean it is an effective and efficient means of communication!!"
Sending blanket emails or "Reply All" creates a lack of trust with recipients. The email that is being sent is a time waster for most; so the recipients don't trust any email being sent. This is a situation where trust is lost and their job effectiveness diminishes.
Use the phone when dealing with internal issues. Use the phone when dealing with your clients. Use the phone to handle customer service issues. People like dealing with people, not email.
If you have to leave a voice mail, do so in a nice tone asking them to call you back so that you can resolve the issue. If you do use email, ask them in the email to call you. The appropriate time to use email is as a follow up of your discussion.
If you need to send an email to everyone, send emails that give outcomes, not reporting on problems. The new email policy for my client will be to send emails that resolve issues, not just report them. Be a solution provider, not a problem reporter.
