Department Chairs: Please Answer Your Email!

If I was going to give UMKC department chairs, assistant/associate deans, deans and all supervisors one piece of advice to improve their relationships with their faculty, it would be this: Answer your email!

Imagine this scemailenario: A discontented faculty member feels (choose one or more) disrespected, disgruntled, discouraged, disincentivized, disrupted, or any other relevant “dis.” So she spends 30 to 45 minutes crafting an email expressing her thoughts to Dr. X, her department chair (or dean, etc.), in an effort to feel more respected, encouraged, and capable of doing her job. If she is a sensitive and skilled communicator (as many faculty are), she probably will agonize over the wording and worry about how her email might come across. But she is also hopeful – this is the person who can make a difference!

The faculty member waits. She checks email hourly – at least more frequently than usual. She waits some more. And waits some more. Several days later she may casually ask the admin assistant if Dr. X is out of town? Perhaps ill? Unable to check email due to some unforeseen and obscure medical condition? No? So back to waiting.

Often, after variable amounts of time, this faculty member makes it to my office. The original complaint is still boiling, but it’s now compounded. She is still disrespected, disgruntled, discouraged, disincentivized, and/or disrupted, but now has been soundly IGNORED. I think you see where this is going. A more timely response from Dr. X most likely would have moved the issue along the path toward resolution.

So, to reiterate: Department chairs (etc.): Please answer your email.

I know you get too much email. I’ve been a department chair before. I understand the problem. But believe me, in the long run, responding quickly, respectfully, and honestly to your discontented faculty member is a time-saver.

Obviously, if a faculty member is doing the equivalent of e-stalking you, or “bullying up” (meaning frequent, repeated, and abusive emails), then it’s a different issue. But a civil, reasonable email with potentially valid complaints needs to be taken seriously and responded to promptly.

But how do you get through all those blasted emails? Here are a few tips that may help from Tina Sieber (http://www.makeuseof.com/tag/7-email-efficiency-tips-to-get-more-done/) and me.

1. Schedule time for email. Adding a couple of slots into your daily schedule to answer email gives you time to process which are important, which not, and prioritize your replies. If two slots a day doesn’t work, you might try five minutes every two hours – or once at the end of the day – whatever works best for you. Over time as you hone in on the best schedule, you should build efficiency.

Emails from people who depend on you (like a faculty member) should probably be top priority. Even if you don’t have time for a long, thoughtful response at that moment, an acknowledgement that you received the email, know it’s important, and intend to respond in a thoughtful way will go a long way to make him feel listened to and valued. If you can, ensure him you’ll respond by a specific date and time (and of course, follow through).

2. Act on every email you open. If you can’t clear it up immediately (see above), create an Outlook task (you can drag and drop them into your task list) to complete later. Include a “reminder” in the task so your computer or phone pings you when it’s time to act.

3. Have your email system filter and sort emails. Organize your inbox by setting up your email system up so certain senders’ messages are sent to specific folders. If you get association newsletters, for example, you can set up a “reading matter” folder. Having a folder for “key constituents,” like the faculty who report to you, can help you know which folders to address first.

4. Reduce incoming email by eliminating the ones you don’t need or want. Take an extra few second to unsubscribe from recurrent emails you don’t read. Ask others to copy you only on critical issues. Advise your staff and faculty that “reply all” is appropriate in only limited circumstances. Consider adding a quick agenda item to your faculty meetings about email etiquette, especially who needs to get what, and when.

5. Keep your own emails brief and clear. A clear, succinct subject line helps identify the reason for the message. Make messages as brief as you can. If your email is several paragraphs long, consider delivering your message through a different, “richer,” more appropriate and effective medium, like a phone call or short in-person (or Skype) meeting.

6. Editing your emails before you send them is important for several reasons:

  • Email is a “lean” medium, meaning sensitive nuances we share in person are absent. Thus, wording is critical to ensure the recipient doesn’t misunderstand your intentions.
  • It will save the recipient time if s/he doesn’t have to ponder over what it is you mean; this will save you time since the recipient won’t need to start a long email chain of “did you mean . . .?”
  • You will set a good example of email clarity, brevity, and efficiency; hopefully others will follow.

7. Make emails visually easy to read. Use bullet points where appropriate and include spacing between paragraphs. Added white space allows the eye to move more easily and smoothly from one thought to another and helps the recipient assimilate your message.

I’m a fan of email. The good things about it are that it’s fast, sends the exact same message to every recipient, and records the conversation for future reference. The bad things about it are that it’s fast, sends the exact same message to every recipient, and records the conversation for future reference. So it has to be used with caution.

But love it or hate it, we’ve got it. We all are terrifically dependent on it. If a faculty member is using it to communicate critical, emotion-laden information, it’s important you respond thoughtfully and as quickly as you can.

If you need help working through a conflict with a coworker or supervisor, or have other work-related issues, you are encouraged to contact the UMKC’s Faculty Ombudsperson. All inquiries are confidential. More information on ombuds services and contact information can be found on my website: www.umkc.edu/facultyombuds.