Quick Tip for Project Managers ( best practices made ugly)

A great idea doesn’t equal a great best practice, even when it’s always applicable.  Explore all sides of an issue before making the determination on which solution is best, here’s an example.

Opportunity to improve

A quality email subject improves the chances it will receive an answer

Implementation of Best Practice

Include a section in your Company handbook that details subject line etiquette with easy examples on what to avoid (List taken from Raymond Chen’s Blog).

1.       Customer question

2.       Question about Windows XP

3.       New question

4.       Help needed

5.       Any help will be most appreciated

6.       ….

Undesired Outcome

                Some employees now see these subject lines view them negatively.   Some employees no longer read these emails because they assume email that can’t meet a basic best practice isn’t worth reading.    You’ve converted a percentage of your group to use higher quality subject lines but created the subject line mafia in the process.  

Alternative best practice implementation

                Add a handbook section that teaches how to correct email subjects as the best practice.  Let employees know it’s easy to lead by example in this area.   When a Poor subject poster has a subject renamed for them, they instantly understand why it was changed and they learn through positive corrective behavior what a good subject looks like.