Oh no! I’ve just sent an email to the wrong person!

Email and texting or even internet-based chats, are prone to gross and embarrassing errors. 

There are three main reasons:

1. Autopilot: Typing and texting is something we all do many times a day, and we slip into a fast track autopilot mode.
2. Tired or emotional: As we get tired or overworked, or worse, angry or upset, small errors in our attention to detail begin to creep in, and all of a sudden the person we are thinking about (or worse, complaining about) has their name incorrectly appear in the ‘To’ field, but we are blind to it.
3. Reply to all: That dangerous inviting button that should say: Danger: Reply to all.

And what about the attachments or beware the email trail – a delicate and readily auditable written conversation, perfectly plotted in date order back to the start!

Instant transmission.

Instant realisation!

Then we panic.

These errors can range from fairly minor, ill-directed correspondence to job-endangering malicious emails that end up in the wrong hands. Possibly the most dangerous emails are ones that contain conversations between two friends that discuss the various problems and people within the workplace. These are dangerous because as soon as they end up in the wrong hands you can be identified as someone who wastes a lot of time at work and has a poor attitude. This is probably a fair assessment of the situation.

The other horror event that can occur is the misdirection of information (eg. sensitive HR or financial information being sent to Fitzgerald instead of Fitzpatrick, with Fitzgerald being a customer service worker and Fitzpatrick being the CFO) or Alan the pain and Allan the manager, or Sue the hated client and your sister Sue.

It is embarrassing and potentially dangerous depending on the information that is sent. Imagine the fallout if the information being passed included every employee’s salary!

Here are some useful tips to avoid embarrassing errors:

1. Get some sleep and take regular breaks!

Monotony and tiredness make us more prone to errors. The errors usually come in the form of mistyping, reviewing incorrectly or not reviewing at all. Lack of sleep is a subversive condition that permeates all these finer details. Regular breaks are also important as they can get the blood flowing and the mind working again.

2. Cut back on multi-tasking

A wise person once said that multi-tasking is the ability to do lots of things poorly at the same time. Flicking between screens while answering emails (particularly personal ones!) or typing emails or texts while being on the phone or doing another task are typical reasons for email errors. If you cut back to single-tasking your focus and concentration will improve and the number of silly mistakes you make will drop dramatically.

3. Clear your head

Don’t write emails when angry. Double check emails if you are in an emotional state. Wait until you are in a more objective frame of mind. Discuss with another person on your team first. Maybe use the phone instead of texting or emails.

But I’ve already made the error! What do I do?

1. Communicate immediately and confess

The most important thing to do when you have made a mistake is to tell the people that are affected. The closest thing you can get to redemption in this instance is to hopefully alert the recipient to the error prior to them opening or reading it. Depending on the contents of the e-mail you may be speaking to a more forgiving recipient. If you’ve blatantly misused work e-mails and wasted time at work then this is your only chance at rescuing credibility.

2. Apologise sincerely

We all make mistakes, and if you are sincere enough in your apology then it is more likely to be well received. Keep in mind, that if you have offended someone, it will most likely take more than an apology to heal the wounds. However, it is a powerful first step.

3. Suggest improvement strategies

Be the first to make suggestions about how to manage emails for all staff. If you are the manager – share your mistakes as an example of what the team should not do. Use videos to develop an awareness (eg. Be Careful with Email).

Eve Ash helps organisations develop performance excellence and offers a range of business development tools through Seven Dimensions.