5.4.2 Emails

Emails are used in both personal and professional contacts, however, there are different standard guidelines for regulations when using emails professionally and for personal use. This includes both computer security (COMPUSEC) as well as writing clear and understandable emails.

Different armed forces have their different servers in order to increase security, however, you should always think about the following:

With emails, you can often reach anyone quite easily in an organization, but it is always important to follow the chain of command. Get approval before sending to large groups or the public. Avoid spamming people – use “reply all” sparingly.

Consider that emails might not the best choice of communication, consider face-to-face conversations, phone calls, or personal letters which can be more appropriate in certain contexts.

Discuss: When is it preferable to have a face-to-face conversation instead of writing an email? When should a personal letter be sent?

Personal emails

Personal emails are often sent to friends and are not work-related. When sending emails to close colleagues, the tone can be more informal and thus more personal. Nevertheless, you should always keep in mind that the emails might be forwarded to someone else so keep the tone professional.

Personal emails might not have a structure in the same sense as official emails, thus you are free to structure a personal email in any way you would like. Also, in personal emails you might want to express emotions in different manners, for example by using emojis which you avoid in official emails.

Personal emails often include the following:

• Slang
• Emoticons
• Abbreviations (inappropriate in professional language e.g. LOL)

Professional and official emails

Professional and official emails are official documents, and they are often used in military contexts when you wish to communicate with a certain position(s), rather than a certain person. Thereby, official emails are the type you will most likely encounter in your daily working life. Examples of when you send an official email are distribution of Operation Orders (OpO), visit program and schedule, meeting request, and minutes.

Since different positions can receive hundreds of emails per day, it is important to keep your email as easily readable as possible, which is done by making the official emails stay:

• Focused
• Organized
• Clear
• Understandable
• Supported

It is important that official emails try to convey the message as clearly and precise as possible. That means that the most important part of the email is the body. You can revise how you begin and end an email from the previous class if you are unsure.

Subject line

The subject line must communicate your purpose and be specific, which often is done by using keywords as those below. This is so the recipient can prioritize the emails.  The subject line should be a short description of the email. Try to keep a 5-7 word limit. If you forward or reply to an email, make sure you remove “RE” or “FW:” as these do not help the recipient understand the context.

• ACTION – Compulsory for the recipient to take some action
• SIGN – Requires the signature of the recipient
• INFO – For informational purposes only, and there is no response or action required
• DECISION – Requires a decision by the recipient
• REQUEST – Seeks permission or approval by the recipient
• COORD – Coordination by or with the recipient is needed
• URGENT – Time-critical information included

Greetings

The first sentence in an email should be a greeting to the recipient. Make sure you address people with their rank/title. If you do not know who will answer the email, you can always write sir/madam.  Choose whether you include the first name or surname, but do not include both if you use dear.

Dear Colonel Richards, 

Colonel Richards, 

The email body

• Lead with the most important information.  Make sure that the email is structured so that the recipient can read the most important information first.
• Use topic sentences in the beginning of each paragraph. Summarise all content in every paragraph as the first sentence, so the recipient can easily scan through the email body and receive an overview quickly.
• Use bold, italics, or even color to emphasize key sentences.
• Capture critical information and describe the issue. Think about what the recipient needs to know, in comparison to all the information you have.
• Describe the current status and actions taken. Make sure that you include both points in order to give the recipient a better understanding of the situation.
• Clearly state expected and requested actions when appropriate. Make sure you explicitly state (often in its own paragraph) what you need, expect and request.

Different structures of emails

In order to write an organized and clearly structured email, there are three different methods that can be used: BLIND, BLUF, eSSS.

The BLIND method

• Often used for quick messages
• To inform higher ranked superiors or leaders to take a decision or to act

BL = Bottom Line

I = Impact on the organization

N = Next steps to be taken

D = Details to support the bottom line and any significant discussion points

Example of BLIND

The BLUF method

The BLUF  method is shorter than BLIND and can be used when there is little time to write. The BLUF should quickly answer the five W’s: who, what, where, when, and why.

BL – Bottom Line

UF – Up Front

Example of BLUF

The eSSS method

This method is used when you specifically want to brief on status updates and opinions.

E – Electronic

S – Staff

S- Summary

S- Sheet

The common eSSS headings, in order, are

1. PURPOSE
2. BACKGROUND
3. DISCUSSION
4. VIEWS OF OTHERS
5. RECOMMENDATION

Vocabulary

• Organizational Mailboxes (OMs) are shared e-mail accounts specific to an organization.
• Distribution Lists (DLs) are specific groups of e-mail addresses and/or other distribution lists aggregated into one named list. When sending e-mail to a DL, every individual in the list receives a copy of the e-mail. Send e-mail to DLs sparingly.

Make sure you use the appropriate and correct vocabulary.

Stop and check!

How many NATO task verbs do you know? Complete the quiz!

Task

Write an email using the different methods above:

Scenario

You are working in the J5 unit in the United Nations mission MONUSCO, which plans future operations in the Democratic Republic of Congo, and you wish to contact the liaison officer (LNO) to request information about incorporating local tribes in the planning of the next operation.