URGENT!! Immediate action required!

(originally published Feb 9, 2016)

Ok, not really. But the subject line got you here quickly, didn’t it? It probably raised your anxiety levels a bit, thinking that there was something critical that required your immediate attention, above all other things you might be doing.

Then again, this is just my blog. And you know that, right? So maybe none of that happened. But what if it was your boss or (GASP!) her boss? Well, that would have been different, you say. Really though, is it? Should it be? Or is there a better way?

Granted, there are moments when the urgent message truly is urgent, but most of the time, it is more about hierarchy than it is about the world coming to an end. Either someone above you is trying to make a statement (they likely mark most of their messages urgent), or someone below you is trying to get your attention.

You, of course, never make this mistake. You know better. You think things through.

Just in case, here is one simple approach to take instead of clicking on that enticingly beautiful red exclamation point, or typing in the word URGENT in the subject matter. The effect of both, if abused, result in the “boy who cried wolf” syndrome, and people stop paying attention altogether. Besides, with a little practice, you might never feel the need to use that red exclamation point again.

So, before you send your email, ask a simple question: Is this only important to me, or is it important to the team/organization?

Now that you know the answer to that, try this simple guideline: First, your answer to the above does not really matter, but it is important to know so that you can create the right context.

With that taken care of, you are now ready to begin your email. Prepare the email the same way you would if you were sending it marked urgent, but remove all the exclamation points and capital letters in your text. Draft it as if the project or request was due in 6 months, but you know this person can manage it in a few days. You will want to include (in order):

• The name of the project or a short description (Website Update, Project West Coast, etc)
• What it is you are going to be asking that person to do (keep it short, inviting/encouraging a follow-up call to go into details)
• Who are the other constituents that they need to engage or consider
• What format you need the work to come back in (or provide the working draft for them to add/edit)
• What is your timeline for delivery

OK, so all this is simple enough, right? We get emails like this on a daily basis, correct? And they all include that little red exclamation point, right??! So, how are you going to get them to take notice, to understand that this is urgent, without using it?

Simple. Before you send the email, pick up the phone and speak to them. This is something people used to do all the time when things went via snail mail. We would actually mail it first, then give the recipient a call to give them “a heads up”, some advance notice, a little time to prepare them for what was coming. If the message is traveling up the pyramid of hierarchy, this should be a “must”, even if the message is only brought to the attention of the assistant. If you are sending it down, this is a great way to build trust and demonstrate confidence in your team.

There really is no better way to ensure that the “message is received”. And it can even be done by leaving them a voice mail. If you have it and know the person to be one who will be on the road extensively, don’t hesitate to try them on their mobile either.

There are added benefits to this method as well.

First, if you speak to the person live, you know they know you have sent them an email. You could even press SEND while you have them there on the phone, ask them to be sure they have it, and let them know you look forward to hearing from them soon.

Second, it creates a live line of communication, and have also provided a deeper context than you could via email, while also validating that what you are seeking was clearly understood. You have also clearly expressed their role as an important player.

Finally, it eliminates the need to click on that red exclamation point when it was never really necessary at all. You have actually elevated the status of your communication by making it “real” and not just another piece of e-junk.

And we could all use a little less e-junk in our lives, wouldn’t you agree?

PS — full disclosure, this is a new technique that I was only recently introduced to. I have, however, used it whenever necessary since then, and have not needed to use the exclamation point nor the word URGENT in a subject line since. The results? So, far, there are far fewer emails bouncing around seeking clarification, and my requests have all been handled efficiently and effectively!

PPS: before anyone says it, I will address the whole, “What if I don’t have their phone number?” question. In a word: bollocks. In two words: Google it. Just about every organization in the world has at least one phone number. If you don’t have a direct line, call the main one and navigate your way to them, or their gatekeeper. A message to the gatekeeper can, in fact, be the best way for your email to get the attention you are seeking. Their raison d’etre is to diligently listen to the details of the calls that come in and relay those messages. If your message is strong and to the point, it will be more effectively passed on, and they might even pre-read your email on the recipient’s behalf, thereby validating its contents. The importance of gatekeepers will be the subject of a future blog — stay tuned!