How to write a good at email at work

I think emails matter a lot more than people might initially think. Almost all of the best operators I have worked with are super intentional about their emails and how they communicate. This is because I think really clear communication is a pre-requisite for being an effective operator in high growth companies.

I have seen projects and product launches be halted, delayed and sometimes cancelled due to poor communication. On the other hand I have also seen projects and products be super charged because of crystal clear communications and emails.

Lets go through the principles for how to write good emails. And download the template we used at Uber at the end.

What are the core benefits of a well-structured email?

There are 4 core benefits of a well-structured email:

1. It keeps core stakeholders up-to-date on projects: Emails are great a ensuring that relevant stakeholders are kept up to data and easily can refer back to the email to update themselves.
2. It makes people aware of your workload: Often managers don’t have great insights into your workload - clear emails and updates provides a great overview of how much work you currently have
3. It keeps you honest on progress and what you need to get done: I would often have next steps in emails and milestones to ensure accountability on projects for myself. Its a great way to ensure progress.
4. Signals that you have the project under control: Being able to clearly communicate how

How to structure a work email

A Mckinsey study found the average worker spends 13 hours a week on e-mail. Lets be efficient with how we use it.

• Should I email at all? Is email the best channel for what you want to communicate?
• Subject - what action is required by when and about what
• Good examples:
• [FOR SIGN-OFF BY EOD FRI] Blog post on UberX launch
• [FYI] update from external counsel on driver enforcement case
• Bad examples:
• Update or [PLS READ]
• Use color coding (green, yellow, red) to provide easy categorization of what needs attention
• Recipients - everyone who should be included, no-one unnecessary
• Who do you need to act?
• I see emails sent to 5 people saying "please approve X". Do you need everyone to approve? Or are some people just copied for info and one person for approval?

Reply All / BCC

• Should your reply go to everyone? Remember each reply all = 30s x 100 recipients...
• BCC recipients on big group emails to save people from themselves
• Internally - always say who is BCC'd for transparency

Some technical tips

• Smart email filters - filter out every type of email that you don't need to actively read. They will still be there! [COMMANDER]
• Mute function - everyone replying all when they should Mute? Go to More → to "mute" the thread so you don't get it any more
• Inbox mail app
• Allows you to directly link to gdocs/slides on your iphone (as well as lots of other useful tips)
• Suggests quick auto-responses!
• Allows you to snooze emails to return at a certain time
• Streak - allows you to snooze emails on gmail
• Evernote - amazing for keeping to do lists, notes of meetings, you can easily categorise them
• Text Expander - any time you have sent a standard email more than once, write a text expander!

How to deal with emails

• Use "dead" time when travelling / waiting in queues/walking to work (not advisable!) to work through the more straightforward emails (personal preference - not for everyone]
• Time boxed sessions for bashing through the rest of my email, otherwise shut it (make sure urgent requests will come through other channels)
• Don't cherry pick, just work through from the oldest first
• I block time in my calendar to do this, to avoid it happening in the evenings
• When I read any email, there are a few possible actions
• If the ask will take <2 minutes, do it right away regardless (e.g. just reading the email, sending a quick answer)
• If the email reminds me of a "to do", add it to my Evernote to do list
• If the email requires action that same day - star it to make sure I prioritise it
• If I need to revisit the email in a few days - snooze it
• Work through the rest when I have time
• After each email has been processed - archive it (keyboard shortcut: Y in gmail)
• Don't bother file in folders, gmail search is good enough
• Target Inbox Zero - ideally daily, realistically (for me) weekly

Don't respond within 5 minutes (unless urgent)

• Prompt responses are almost always a good thing, so there's no fault in wanting to respond as quickly as possible. However, responding to emails all day is an inefficient way to go about your tasks. Plan your projects and tasks in advance, and don't let emails relentlessly distract you. UNLESS THEY ARE URGENT
• Whereas it might feel like a manager needs an immediate answer - take your time and ensure you have thought through the content, message, receiver, next steps - before replying. No one will be upset to receive an email a few hours later.
• People at uber has a tendency to want to answer within 2 minutes when managers write- you don't have to! Going back to the point about being clear about logic and structure, ensure that you don't open up for more questions!
• Remember to align with your stakeholders before you respond!

The Uber project email template

Click the below to download the template (make a copy of the doc)

Download Template

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