Yesterday, Democratic National Committee Chair Debbie Wasserman Schultz announced that she will resign from her position - due largely to an email leak that revealed bias against former presidential contender Bernie Sanders. This bias isn't news, but email revelations certainly make it concrete and a big fishy story as the Democrats head into their convention. In crisis communication, there are a few rules including "Mess up. Fess up. Dress up." However, at the end of the day, the organization also has to ask itself - how did we get here?
Let's address a key portion of this scandal - the emails. Emails by nature are a record. Treat them as a public one that is privy to leaks and misdirection. For example, the recipient of your email can forward your communication to anyone, and hey, sometimes you can address the email to the wrong person (even your client or colleague that the note pertains to). My top email rules:
- Write emails as if they're public. I do not offer commentary on clients or colleagues, and, more importantly, I do not participate when others choose to do that. It's tempting to communicate this way when you have a team that is spread out across multiple offices, but if you need to vent or discuss a sensitive topic, pick up the phone.
- Yes, use the phone. Most of us still have these relics or a similar VOIP system on our desks. Pick up the receiver and call someone or schedule a conference call.
- Use your work email for work. It is not your personal email. I do not share the work address with friends and family because I do not want the communication streams to mix.
- When networking, share your personal email with new contacts. I am sometimes hesitant to do this, but this is the only way to ensure your personal network follows you when you transition from one position to another.
- Never try to recall an email. In 99% of cases, that doesn't work, and if you get too antsy and send a recall, you just end up spotlighting the situation and making it worse.