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Don’t Push Send (yet)!

by Rosanne D’Ausilio, Ph.D., President Human Technologies Global, Inc.

How do you answer these six questions:

  1. Have you ever written and sent an email in haste? 
  2. Have you ever sent an email without reading it over first? 
  3. Have you ever forgotten to attach the attachment?
  4. Have you answered only two of the three questions asked?
  5. Have you ever sent an email when you’re angry?  And then regret it later?
  6. Have you ever sent a detailed email that needs follow up on either your end or the receiver’s and you never print it out so as to know how to follow up?  And then you have to search through all your sent emails to find it?

I think we all have done at least one or two (or three) of these.  I know I have.

When there is sensitive information, what is your process before pushing ‘send?’

Here are six suggestions:

  1. Print out the email and read it out loud.  I used to read my emails to my dog and watch her reaction as well as hear the words out loud. 
  2. Read the email to another person and get feedback re your intent
  3. Send it to yourself first, and if it reads OK, then send it to the original person
  4. Save it as a draft and look at it 30 minutes later
  5. Double check that you have
    1. answered all the questions asked
    2. attached a document if you said you were going to
    3. said exactly what you wanted to say
    4. have an opening and a close
  6. If you need to follow up beyond the email, print out the email so you have the information at hand to know what you need to do next or what is required of the receiver.

The written word lasts longer than the longest memory.  Be careful what you put in writing—to be sure it’s not misunderstood, misconstrued, or misinterpreted.

About the Author
Rosanne D'Ausilio, Ph.D., industrial psychologist, President of Human Technologies Global, Inc., specializes in human performance management for contact centers, providing needs analyses, instructional design, and customized, live, world class customer service skills trainings.

Known as 'the practical champion of the human, she authors the best-sellers, Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition, Customer Service and The Human Experience and Lay Your Cards on the Table: 52 Ways to Stack You Personal Deck, and hot off the press How to Kick Your Customer Service Up A Notch: 101 Insider Tips as well as her popular ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! available at Reach her at