Break the email stalemate with a phone call

(MoneyWatch) COMMENTARY Technology lies. Email, for example, promised to bring asynchronous, parallel-processed communication to the business world. And sure, sometimes it works. But email has also introduced us to endless threads that delay simple actions and decisions for days -- or even weeks -- while messages bounce endlessly between 2 or 3 parties.

Imagine this scenario: You need to find out if a partner team agrees to take over sustained support for a project you're trying to complete. You ask the manager for her approval, but she replies with some questions. The next day, you reply, and a whole day goes by before you hear from her again. This time, though, you don't understand her reply, and you ask for clarification. One or two days go by before you get a reply, but this time she has added someone else to the thread, and he wants to weigh in with a question.

Something that should have taken a day has taken a week, and you're still not done.

It's not surprising that this happens. In my experience, there are a several major factors contributing to this failure:

Everyone is busy replying to hundred emails each day. Consequently, you don't notice that a lot of time is passing and nothing of substance is getting done in this one particular thread.
Corporate culture emphasizes email over 1:1 communication, so you don't instinctively consider taking it up a notch.
Across a wide array of businesses, knowledge workers are increasingly averse to direct communication and rely instead on email, which, while sometimes slower, abstracts co-workers into less threatening bundles of text.

Unfortunately, that means communication glitches like this can become the norm rather than the exception. There's a simple solution though: Have the courage to pick up the phone. When you sense that an email thread is stagnating or retarding the progress of a project, escalate the issue -- politely, of course -- by making a phone call or scheduling a 1:1 meeting. There's only one person who can break the email stalemate, and it's you.

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Dave Johnson is editor of eHow Tech and author of three dozen books, including the best-selling How to Do Everything with Your Digital Camera. Dave has previously worked at Microsoft and has written about technology for a long list of magazines that include PC World and Wired.

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3 Comments Add a Comment

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MarkVaughan100 says:: Obviously email is a tremendous tool, but it definitely has its limitations. It is important to recognize up-front when email is unlikely to result in an efficient exchange of information. If follow-up questions are likely, or if you are asking multiple questions yourself... it is frequently going to be best to pick up the phone.

I lead a field sales team for WW Grainger that relies heavily on internal resources. I coach my Account Managers to take advantage of instant messaging to set up that phone call. "chat", "call", and done..!

https://twitter.com/Mark_Vaughan; reply

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Lor3442 says:: Communicating with email is a laborious process. Instant messaging is much quicker and most people get responses in seconds; with email it might be days. Yes, an old fashioned phone call (or voicemail) is very often quicker and gets more direct results. Just be respectful of others' time and be concise, to-the-point and be sure to top-line your call with your main request or message.
Loraine Antrim, http://twitter.com/#!/loraineantrim; reply

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KatieWilson100 says:: I completely agree! At the company I work for (Ruby Receptionists), we have it in our training that if there are a string of replies like in this case or if something is complicated or you have to say no to someone, it's always best to pick up the phone. I would add that it's not just a time-saver, it's a great way to create a more meaningful connection with the other party.; reply