When do you CC: people on your emails as a Project Manager?
The history of the Carbon Copy goes back to the days of typewriters when carbon paper was sandwiched between two pieces of paper and the pressure applied to the top page would transfer similar marks to the bottom page. Those copies could then be distributed to people who would benefit from that information.
The days of carbon paper are long gone, but the idea remains the same for this feature in your e-mail program. However, the reasons for cc:’ing people have changed. I’ve seen the following three main uses of this feature:
• FYI –This is probably one of the most effective and noble uses of cc:’ing somebody. While the email may not be directly addressed toward those who are being cc:’ed, the information it contains will be useful for them to know at some point in the future.
• Blame Avoidance – One of the more ignoble reasons for cc:’ing people is to be able to pull out an e-mail if something goes wrong and say “See, I told you about this.”
• UTB – Arguably the worst use of this feature is to use it to throw somebody under the bus (UTB). This is when the email that is addressed to someone directly goes something like this: “You said you would have this done by a certain date. It is now 10 days past that date. Please advise”. In and of itself, this would be OK. The problem is that writer of the email chose to cc: the entire company!
My rule of thumb when it comes to email is to obtain/provide routine answers to routine questions (for example, percentage complete) and to chronicle the decisions that were made as a project team for future reference. Those that are cc:’ed will be for Informational purposes only. People should never be blindsided by news or questions they have not heard from you directly (especially bad news).
So, when and how do you use the cc: feature when managing your projects? Do you have any stories of how using cc: for Blame Avoidance or UTB purposes have backfired? Do you ever see the need to blind carbon copy (bcc:) somebody?
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Jennifer:
Great post regarding Project Management communication. You know in most situtations; I'd say it depends.
I've worked in many different companies and email can be overused.
My rule of thumb is "be consistent" in your communication. Ask your sponsors and team what their expectation is for communication and plan accordingly. Many say you can't overcommunicate but I disagree.
The use of CC is an important tool for the Project Manager in a matrix or projectized organization.
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Anonymous
I typically CC if it is someone who needs to be engaged in the communication but the communication doesn't address them specific (i.e. my manager) or if I have statement somehting like "John Miller stated"in my emial then I will cc John Miller.
I have found that most business you tend to have two types of people, the first who will save everything and cc everything for CYA purposes or you have the opposite spectrum where they don't believe in CYA, --We are in the position, lets fix it, and then determine how to not get in this position next time.
There needs to be boundries on CC and never never never should BCC be used. If you don't want the rest of the receivers to know that you cc'd your boss then don't send it to your boss. Saving Changes...
Hans RobbersSenior Director| SalesforceVlissingen, Netherlands
Jennifer
Thanks for bringing up an interestic topic.
Start with the last question. BCC is something I will not do. If I want to inform someone and don't want the rest of the audience to know I will:
- Pop in to the office explain the situation and forward the mail if necessary
- Call the guy seem structure
If you bcc some one the person is formally never informed and can from an ethical perspective not use the info. So bcc reduces your options.
I fully agree to your approach towards cc and only use it to inform people and not for blame avoidance or UTB.
However I do see it as an escalation tool as well in case there is no reaction or progress:
1. Mail to the person to perform certain tasks or to confirm agreements
2. Mail to remind the person on what has been agreed
3. Mail the person with reference to previous mails and copy the escalation level in the project
4.Mail to the previous cc-ed person and copy the orginally to person with a request for advise
The above approach works in case of distributed teams and for sure before I start the cc I will have picked up the phone and discuss what ever is necessary so it is not coming out of the blue. Objective is not to blame to get the work delivered according to the agreements made.
hopes this helps Hans Saving Changes...
Hans RobbersSenior Director| SalesforceVlissingen, Netherlands
Jennifer
Thanks for bringing up an interestic topic.
Start with the last question. BCC is something I will not do. If I want to inform someone and don't want the rest of the audience to know I will:
- Pop in to the office explain the situation and forward the mail if necessary
- Call the guy seem structure
If you bcc some one the person is formally never informed and can from an ethical perspective not use the info. So bcc reduces your options.
I fully agree to your approach towards cc and only use it to inform people and not for blame avoidance or UTB.
However I do see it as an escalation tool as well in case there is no reaction or progress:
1. Mail to the person to perform certain tasks or to confirm agreements
2. Mail to remind the person on what has been agreed
3. Mail the person with reference to previous mails and copy the escalation level in the project
4.Mail to the previous cc-ed person and copy the orginally to person with a request for advise
The above approach works in case of distributed teams and for sure before I start the cc I will have picked up the phone and discuss what ever is necessary so it is not coming out of the blue. Objective is not to blame to get the work delivered according to the agreements made.
I generally do not use the "bcc" method, just because it is extra clicks in most e-mail systems. Also, I like to include some information about WHY I am including someone as a blind copy. Instead of "bcc", I go into my "Sent" folder and hit "Forward", sending a new copy to another person.
I do that step when I want to keep someone informed without letting the whole distribution list know about the other party. Fortunately I do not have to do that often.
I do hate when people use "bcc" as a way to do a mass mailing and avoid sending everyone the full list of recipients. I use a real "mail merge" or "email newsletter" service to do those types of distributions.
I do often use the CC feature. I carefully consider for each email -- who am I really speaking to? In my view, a good e-mail should only have a couple of people that it is TO, unless it is a mass update or report. People in the "TO" line are expected to read and take action.
The "CC" line is for people who need to know that the conversation is happening, but who do not need to respond.
For instance, if I am introducing myself to someone via e-mail on the recommendation of a friend, the new person is on the "TO" line, and because I mention the friend by name, I include him or her in the "CC" line. It shows that I am not trying to hide anything from anyone, and adds legitimacy to the introduction. If I am introducing two people, then both go on the "TO" line.
A good general rule of thumb is that if you mention someone by name, position, or role in the e-mail, then they should probably be on the TO or CC list. Of course, that can lead to too many e-mails and excessive CC lists.
I sometimes will keep my distribution list very short (one or two people) when asking a question, but once I get a useful response, I send a "Thank you" to the person who answered, with a much broader CC list. The CC list includes everyone who I think might be interested in the results of my research.
Good question, Jennifer.
I like your "UTB" example. It would be awful to chastise someone with a long cc list of unrelated or uninvolved people. Even worse, though, is when someone says, "Sam is late with his deliverable" and Sam is no where on the distribution list. I consider that to generally be unprofessional, unless the correspondence needs to be confidential due to regulatory, anti-fraud, or whistleblower situations. Generally if I need to communicate information like that, I avoid the e-mail and pick up the phone. Saving Changes...
Matthew SmithProject Management Consultant| Risk and Project ManagementQueanbeyan, Australia
Great topic Jennifer. I was mildly curious when I opened the question but enjoyed your posting and the discussion.
I completely agree with your descriptions. I try to use email as confirmation of a meeting or phone conversation rather than to raise a topic for the first time so my use of cc may not be as high as others.
I was interested to read Hans posting. I find bcc is useful when raising something commercially sensitive with a client, but would like my supervisor to know what was discussed and how.
