The frustration is clear. Even if they don’t say it out loud, the underlying sentiment is Why aren’t they responding? Don’t they get how important this is?
If you read my last e-newsletter, “Six truths about working with busy leaders,” you know that they’re not maliciously ignoring you.
As I describe in this post, breaking through the busy-leader bottleneck requires you to consider not just what you write, but also the unique habits and preferences of the recipient.
Craft messages that demand attention
Love it or hate it, e-mail is one of our main methods for professional communication. This makes e-mail one of the most common sources of busy-leader bottlenecks.
As I noted in my last newsletter, your busy leader is likely reading your message on their phone, between meetings.
Your job is to make it as easy as possible for them to read and respond, with as little back-and-forth as possible.
Even if you’re an experienced communicator, run through this checklist before clicking “send”:
- Do you have an action-oriented subject line?
- Does your “ask” appear in the first 1–2 sentences of your message? (Also known as the BLUF method, which puts the bottom line up front.)
- Do you point out that you cannot move forward without their action?
- Do you provide a clear deadline?
E-mail makeover: From ignored to actioned
Original:
Subject: Checking in re conference program
Dear Jane,
I hope this message finds you well! Our team has been working hard to iron out the details of our summer conference. We’re really excited about the lineup and have some terrific speakers planned. Do you think you could take a look at the program when you have a chance and let me know what you think? Once we have your approval, we’ll be able to post it to our conference website.
Try this:
Subject: Action needed by May 15: Conference program approval
Dear Jane,
Could you please review and approve the attached conference program by May 15? We’re eager to start marketing the event. Once we have your approval, we will post the program to our website and launch event publicity.
Five ways to break through to busy leaders
Even perfectly crafted e-mails can get buried in someone’s inbox if you don’t think about how and when your busy leader will read it.
Here are five strategies that I’ve developed:
- Learn their e-mail habits. When do they check and respond to messages? Should an assistant be copied on correspondence? If you have a collegial relationship, ask directly—they’ll be grateful you did! Otherwise, become an armchair detective and try to draw your own conclusions.
- Offer a short phone call. Often a 5-minute chat is more efficient than exchanging multiple e-mails. Try including this line: If it would be simpler to discuss by phone, please feel free to call me at XXX-XXX-XXXX. I am available [insert available times].
- Establish a routine of sending a summary e-mail. Compile key updates, questions, and action items into a single e-mail, and send it when you know your busy leader has time to read, process, and respond. This approach works best when you discuss it in advance with your leader and your team.
- Don’t hesitate to follow up. Many people are afraid of being too pushy, but remember that busy leaders usually aren’t ignoring you intentionally. When following up, include a phrase like “reminder” in the subject line and include as much of the original text as possible so that they don’t need to hunt for your initial e-mail.
- Combine with other communication modes. If appropriate, use text messages to alert busy leaders to urgent e-mails. I found this approach especially effective when working with people who were away from their desk for long stretches. For example: Good afternoon, Dr. X! We need you to sign off on this decision today. Check your inbox for details. Could you please respond at your earliest convenience?
E-mail communication with busy leaders is a choose-your-own adventure. If one approach doesn’t work, then try another.
Once you have an effective e-mail routine, it will be easier to get important work done. I’ll discuss that in my next post.