Email Blindness Syndrome (EBS)

Overview

This article takes a look at the phenomenon of EBS and some tips to prevent it. Far too often we think that once we hit the send button, the recipient will read our email and will act upon it in a timely manner. Equally as common is the assumption that data or tasks sent from someone else removes the need for verification of receipt or the need to take action.

What is EBS?

Emails/notes providing data, status and requests for actions are frequently not fully understood, not read, pushed aside or skimmed and then filed away, never to be seen again.

Why?

1. The recipient gets a large number of emails daily. It is not uncommon for mid to high level managers to get hundreds of emails on a daily or weekly basis.

2. The email is confusing. It is unclear what the purpose of the note is or it rambles on and takes too much time to discern the salient information.

3. The sender sends a long string of connected emails forcing the reader to go through the entire string to understand all the specifics and chronology.

4. There isn’t a clear message in the note regarding priority, reason for the actions, owner or expected due date for the action.

5. The email has wrong information, is not pertinent or has been sent to the wrong person. These notes are quickly dismissed.

Prevention Tips

1. Put the appropriate title and priority in the subject line.

2. Start with the end in mind. Bullet point the information and significance of items being addressed.

3. List the actions needed with owners and due dates.

4. Re read the note several times to make sure the data is correct, error free and does not ramble on.

5. Make sure that the distribution list is correct.

6. For high priority/urgent items, pick up the telephone. Do not rely on email to convey urgent or time sensitive information.

7. Eliminate email trails if possible. Summarize in one or two paragraphs with all of the salient information.

Summary

The intent of this post is to get emails and actions noticed and acknowledged. By embracing the information listed above, it is felt that EBS can be significantly reduced, enabling effective communications and desired results.