We use Slack for team communication at Cozy. I struggled with the transition. When I reflected on my struggles, it made me better understand what a destructive format email is for workplace communication.
A quick disclaimer. This is only about work communication and not personal communication. I love email. I think email will be around for a long time and I will lament if and when it goes away. I just don’t think we should be using email for work.
Oration is the highest form of feeding an ego. You craft your message carefully. You research, write, and rehearse. Finally, you take the stage. You command everyone’s attention. And once you’re done, an important topic has been thoroughly addressed and everyone can go on with their lives, better off after hearing what you said.
Email is oratory without the speaking* (or skill). My problems with email stem from when it is used for one-way communication. I suspect that most emails I’ve ever received from anyone in management have been one-way. Generally these emails are meant to, first and foremost, communicate the sender/manager’s self-importance. Often the email contains a nugget of actual information which should be hosted elsewhere. Sometimes the email is an announcement no one understands. And as a rule, you can’t rely on people reading the email you send anyway.
When you craft a long email, like an orator crafts a speech, it is an ego boost. Each one is a masterpiece. You are proud of your fine writing. When you craft a long chat message, on the other hand, you look like a dramatic asshole. It puts in stark perspective how awful the written format is for important or high-bandwidth communication. I’ve never seen someone post a 300-word message to chat. How many 300-word emails do you have in your inbox?
Removing email also levels the playing field for communication. You don’t need to be a manager or orator. Everything you write has a visibility you can’t change. You choose your audience based on topic. Is there a question about a product’s design? Well, it goes into the product or design channel, whether you are Executive Emperor or QA Associate II. Also, no one really wants to read your dramatic flair so please keep it short and to the point.
I used to get frustrated when I’d write an excellent email, send it out, and within a few minutes someone would reply with a message like “Yeah, just to build on what Rob said, it’d be a good idea to do X.” You idiot! You are an Ice Cream Truck driving through the State of the Union. But of course, the problem was mine, playing a manipulative game, focusing too much on this amazing message I’d created. Sometimes these emails would be about the manipulative games people were playing and how we weren’t focused on the employees and customers and things that were actually important.
Email in the workplace is a systematic problem. We take it for granted. We use it constantly. We don’t question it. But email has a cost. It feeds into the already inflated ego of managers. It encourages one-way communication. It is wonderful for grandstanding. We spend a lot of time crafting museum-quality correspondence no one wants to read. And in the end, there are better ways to accomplish what we use it for.
* One of the greatest “speeches” of all time, Pro Milone by Cicero, was written, not spoken. We know great orators by their writing, not their speaking.