Lessons from the workplace
This is part of a series on Work Lessons based on my experiences in the tech industry.
Asynchronous communication is delightfully convenient and efficient. We read faster than others can speak, and do so on our own time. Texts are prepared in advance. No need to coordinate a meeting. Quick interchanges are best in comments in project management software like Jira tickets, confluence pages. Longer, more in-depth interchanges not for public consumption are perfect in email. Even legendary Elon Musk venerates electronic mail:
I do love email. Wherever possible I try to communicate asynchronously. I’m really good at email. — Elon Musk
But don’t misuse email for group deliberations. Group decisions are not suitable for email chains. Trust me. I’ve lived through it and can tell the story. Brace yourself for a true tale. A heartbreaking event. A tragic circumstance.
On a bright Tuesday morning, the birds were chirping and the sun was shining. A well-intentioned Product Manager was struggling with a naming convention. She needed a title for part of the functionality in a new feature. It had to be clear to the users, back-end and front-end alike. It had to be unambiguous. It could not overlap with another term that was already taken. It had to be industry-appropriate. Concise. The functionality was complex, but the usability had to be simple. Elegant. The challenge was real.
So she did what she believed she had to do for the cause. She identified people a handful of people who were able and willing to help- technical writers, designer, other product managers, developers- and she drafted an email.
Dear friends…. here’s the challenge… here are some terms I thought of….
Then came the curveball- what do you think?
Havoc ensued. Disorder. Pandemonium. Suggestions were added. Criteria were absent. Arguments were constructed based on feelings for terminology. ‘See comments inline’. Then responses to responses. Reply all. No data was offered on which to make a decision. Initials in brackets appeared. Blue font. Reply to. Full names in brackets. Red fonts. ‘See below.’ Even greens were invoked. Add recipient as cc. Inboxes were flooded. By the time the fonts turned purple, factions broke out. All other work was sidetracked. Anticipated mounted. Coffee was spilled. Which term would be selected? Keyboards were pounded. Brains exploded like clogged tea kettles.
Eventually, a term was selected, and the recipients thanked. But at what cost? Why the misery? The horror? The tremendous waste?
The email I wanted to send, but didn’t:
Dear friend… next time spare us this ten-person two-week-long convoluted drawn-out sluggish lethargic inefficient email chain. Option C is always right.
This article is part of a series on Work Lessons based on my experiences in the tech industry.
About The Author
I’m a UX Designer turned Product Manager, with experience in startups, freelance, and international B2B companies. Writing helps me reflect & continuously learn. Connect with me on Twitter.
