Work messages: professional tips on when to reply

In today's workplace, employees have never been more connected, working across platforms including email, instant messaging and SMS.

However, the disembodied nature of online communication creates new challenges around timing.

When it comes to replying, how fast is too fast? And how slow is too slow?

For one person, replying to an email the following day might seem reasonable – but not to the person waiting for the response.

In contrast, an immediate reply might signify diligence but could also mean distraction and a lack of focus on other tasks. This makes it essential to get the balance right.

The right platform

In most workplaces, email is the primary mode of communication.

However, workplace communications specialist Leah Mether says that other platforms, such as instant messaging or an old fashioned phone call, are more appropriate in some instances.

“We are too quick to default to email because we perceive it as easy, but I think many of us have been caught in ‘email ping pong’ for weeks sometimes, when a five minute phone call would have been much more effective,” she says.

Workplace productivity expert Jani Murphy says email is designed for relatively simple communication but tends not to be used this way.

Complex and large volumes of information are difficult to convey via email. Plus, email is not suitable for urgent communication. “It is what we call an asynchronous communication tool, which means I email you, and at some later point in time, you email me back,” Murphy says.

“If the communication is urgent, you need to use a synchronous communication tool, such as a phone call, face-to-face conversation, Teams message or an SMS, so you can go backwards and forwards in real time.”

Over-reliance on email can result in important information falling between the cracks.

Mether says in the leadership workshops she runs, many leaders admit they do not read their emails due to the sheer volume they receive.

“It is not that they are bad leaders, it is because their organisation does not have rules around email, such as what staff are cc’d into.”

As a result, Mether says, “They are getting bombarded.”

The pressure to reply

In some settings, people may feel pressured to reply to emails immediately, fearing that a delay might signify disengagement or disrespect.

However, the assumption that everyone is sitting at their desks responding to emails is unrealistic and ill-advised.

“I could spend my whole day being busy but unproductive with my inbox open,” Mether says, who pushes back against the notion that email should be responded to immediately.

She argues that email management should be framed as a productivity issue.

 

"We are too quick to default to email because we perceive it as easy, but I think many of us have been caught in ‘email ping pong’ for weeks sometimes, when a five-minute phone call would have been much more effective."

 

A reactive approach to online communication comes at a cost. It distracts employees from other important work and priorities.

Mether says teams and organisations can help prevent conflict and misunderstandings by establishing ground rules around email etiquette and what modes of communication should be used and when.

For example, queries that require a quick reply should be sent via instant messaging rather than email, or a leader might flag with their team that they will not check their inbox after 8pm.

“One thing I teach people is to use their ‘out-of-office’ to manage expectations around email,” Mether says.

In her workshops, Mether encourages everyone to turn on their “out-of-office” for the day. “You can check your inbox periodically and choose to respond to emails, and let people know to contact you via text message if it is urgent.”

Effective email

Murphy recommends adopting a policy of replying to all emails within 24 to 48 hours.

“That does not necessarily mean you will be able to resolve the situation in your reply,” Murphy says. She suggests sending a prompt courtesy response for matters requiring more time.

“It is just a short, simple email that says, ‘Thanks for your inquiry. I’ll look into this and get back to you within a certain timeframe’.

It is better to keep people informed about where you are at rather than holding off and getting back to them after a week.”

Murphy also suggests turning off notifications and setting up rules to filter out low priority emails like newsletters.

“They are better off not being in your inbox,” she says. “They should be filtered into a separate reading folder, which you can check when you like.”

Mether advises using a different platform for urgent matters, such as instant messaging or a phone call. If a paper trail is needed, follow up a verbal or online conversation with a confirmation email.

Mether recommends clearly stating if an email requires a speedy or specific reply.

“You have got to be clear in your subject line if there’s action required. It might be, ‘For approval by 5pm today’,” she says.