Five Tips for Effective End-User Email Communications

OCM

Confession time.

I used to believe that being great at technology was enough. Then I discovered how effective user communication can be used to remove fear, doubt, and friction like magic during IT projects.

Imagine waking up this morning and learning that you must move out of your house tomorrow. Imagine the anxiety, confusion, and fear of the unknown that would immediately set in. Imagine not knowing where you are moving to, or how you are going to ensure that gets lost or broken. Finally, imagine all of this on top of your normal day's stress load.

How do you feel?

That feeling is how end-users feel when change is dropped on them with no or poorly formed communication.

This guide to effective end-user email communication is designed to help you keep your end-users informed in a way that will reduce their stress and drive engagement and interest in the success of your project.

1. Keep It Simple

It's important to remember that end-users don’t understand the complete scope of an IT project. They might understand the big picture, but won’t understand what is happening behind the scenes.

Keep communications easy to understand and stick to the basics.

You can do this by removing any superfluous information not directly related to the actions the user needs to take. Don’t include too many technical details. This could invite questions that could slow down the project or even cause end-users to gloss over key information later in the communication.

Examples

2. Important Info Upfront

If you have important deadlines or tasks that users need to accomplish, put them towards the top of the communication, or put them in bold or different colored text to draw attention. If the user is going to take anything away from this email, make sure it's what you're trying to tell them. Don’t bury your key details later in the email. If you have a user that skims over the email, they’re more likely to remember the first thing they read, rather than something a few sentences in.

Counter Example:

Your migration to ACME company is coming soon! We are very excited to get you all started and working with us as soon as possible. You will be very impressed with the impressive number of support options we have available to you. As we prepare for the migration, you will need to put your important documents in the migration folder on your desktop by Thursday afternoon.

Example:

Your migration to ACME company is coming soon, and because of this, you will need to put your important documents in the migration folder on your desktop by Thursday afternoon. We are very excited…

3. Don't Flood Their Inbox

Sending one message may not be enough, but sending too many messages to your end-users can lead to complacency or even worse, can lead to them completely ignoring the messages. Consolidate your emails when possible. If two communications cover similar information or topics, consider combining them into one communication but err on the side of keeping it simple. Too much information in a single communication is counterproductive. Overwhelming Communications Schedule (4 emails)

  • Week 1 detailing end-user laptop delivery schedule

  • Week 2 email with an attached document outlining the Windows Autopilot setup process

  • Week 3 email walking through the process for installing applications on the new laptop

  • Week 4 email providing information on how to properly dispose of the old laptop

Ideal Communications Schedule (2 emails)

  • Week 1 email detailing end-user laptop delivery schedule with a brief overview of the process within the body of the message

  • Week 3 email closer to the time of delivery with an attached document providing further details including

    • Windows Autopilot setup process
      • Process for installing additional applications
      • Process for disposing of the old laptop

4. But Don’t Let Them Forget

Sending too many communications can be overwhelming for the end-user, however, it's important to not let them forget important information. Send reminders for important dates, deadlines, and tasks. Use the previous points to make sure the user gets the information they need but remember to be purposeful with your communications. If end end-users need to know key pieces of information, let them know, and remind them!

5. Encourage Interaction and Feedback

Promote two-way communication by encouraging end-users to reply to the email with their questions, concerns, or feedback. Create a dedicated email address or use a platform that facilitates easy interaction. Respond promptly to inquiries and acknowledge feedback, demonstrating that their input is valued and taken seriously.

This not only encourages engagement but also builds a sense of partnership and community.

Conclusion

Email remains a powerful tool for effective end-user communication, especially when implemented with precision and care. By keeping it simple, putting the important information first, not flooding their inbox, not letting them forget, and encouraging interaction, you can leverage email to enhance engagement management and user readiness. These strategies not only ensure a smoother transition during changes but also contribute to the overall success of your initiatives.