Send: Why People Email So Badly and How to Do It Better, Revised Edition

285 Pages·2008·1.48 MB·English

by  David Shipley

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S e n d

S e n d

Why People Email So Badly

and How to Do It Better

DAVID SHIPLEY

and
WILL SCHWALBE

Alfred A. Knopf New York 2008
THIS IS A BORZOI BOOK

PUBLISHED BY ALFRED A. KNOPF

Copyright © 2007, 2008 by David Shipley and Will Schwalbe

All rights reserved. Published in the United States by Alfred A. Knopf,

a division of Random House, Inc., New York, and in Canada

by Random House of Canada Limited, Toronto.

www.aaknopf.com

Knopf, Borzoi Books, and the colophon are registered trademarks

of Random House, Inc.

Microsoft product screen shot reprinted with permission

from Microsoft Corporation.

A portion of “A New Last Word” originally appeared on

www.changethis.com

Library of Congress Cataloging-in-Publication Data

Shipley, David, 1963­

Send : why people email so badly and how to do it better /

by David Shipley and Will Schwalbe. — Rev. ed.

p. cm.

“A Borzoi Book.”

Includes bibliographical references and index.

eISBN: 978-0-307-27061-0

1. Electronic mail messages. 2. Business communication.

3. Communication in management. 4. Interpersonal communication.

I. Schwalbe, Will. II. Title.

HD30.37.S5 2008

658'.054692—dc22 2008010346

v1.0
WS:
For David Cheng

And Mary Anne and Douglas Schwalbe

In Memory of David Baer and Robert H. Chapman

DS:
For Rosa and Joseph

And Joan and John

CONTENTS
Introduction Why Do We Email So Badly? 3
Chapter 1 When Should We Email? 17
Chapter 2 The Anatomy of an Email 56
Chapter 3 How to Write (the Perfect) Email 117
Chapter 4 The Six Essential Types of Email 143
Chapter 5 The Emotional Email 177
Chapter 6 The Email That Can Land You in Jail 206
Chapter 7 S.E.N.D. 225
The Last Word 228
A New Last Word: How to Keep
Email from Taking Over Your Life 231
Appendix: How to Read Your Header 251
Acknowledgments 257
Notes 261
Index 273