Every professional uses email, but far too few use it well.
This is a real problem, given that nearly two-thirds (60%) of workers prefer email over phone calls, messaging apps, or social media. That preference means the average office worker receives 121 emails every day, typically across multiple email addresses (86% of professionals have at least 3). That adds up to over 15 hours a week reading and writing emails.
Given that bad emails require more time to read and understand, or just outright waste the reader’s time altogether (something 81% of professionals say is commonplace), email can easily turn into a huge time sink and productivity-eraser.
And yet, examples of bad emails abound. The good news is that most email issues are fixable. Here, we’ll review a series of bad examples to see what we can learn about the difference between poor and effective writing. You should walk away from this article immediately, able to write better emails.
But even more serious, intractable, or complex email writing issues are typically solvable as well, though the solution is likely focused business writing training that focuses on strategy.
On to the examples…
1. The Email That Shouldn’t Have Been an Email
Subject: “Client issue”
Hey, something happened with the Watson account. I think we might lose them.
Sometimes, the problem isn’t the writing per se. It’s the medium. To start, this email from an account manager to her boss is vague and lacks any details that might allow the manager to understand the problem, triage its urgency, and figure out how to deal with it.
In fact, this probably shouldn’t have been an email at all. “If writing to share bad news about a client with a boss, think carefully – is email the best way to handle that?” asks Kasie Roberson, an Assistant Professor of Business Communication and Associate Director of Outreach and Coaching for the Center for Working Well at the Mitch Daniels School of Business at Purdue University. “Maybe a one-on-one conversation would work better because more context could be shared.”
Sometimes the sheer convenience and immediacy of email trumps our better judgment around whether email is the right communication channel. In this case, it likely would have been better to approach the manager in person. If that wasn’t feasible, the email should have at least contained enough key details to enable the manager to understand the level of urgency, so they know if it needs immediate attention or if it can wait.
2. The Subject Line That Doesn’t Work
Subject: “Update About the Project”
The person who receives an email with that subject line might open it immediately, or they might decide to wait for a more convenient time (or might not open it at all), because there’s nothing to indicate urgency or context.
Nearly half of people (43%) determine whether to open an email based on the subject line alone. When busy professionals receive 121 emails on average per day, they have to triage which emails genuinely need their attention, and the subject line is one of the best means to make that judgment.
Here’s a better subject line: “Project Alpha deadline updated to March 15—your input needed.”
The key is to provide enough information in the subject line so the reader can immediately understand:
(1) what the email is about,
(2) how urgent it is, and
(3) if there’s something the reader needs to do.
3. The Grammar and Error Minefield
Subject: “Update your account”
There’s a new policy for product users. Pls read the attached and reach out to me if you’re confused.
Errors don’t just look bad on the surface. They can have material impacts on your relationship with your reader. Here, the subject line is actually missing a word, which completely changes the meaning. Instead of “Update to your account,” it implies the reader needs to do something when they simply need to know something.
Worse, an email like this damages your image. Research shows that typos and grammar errors trigger not only a negative perception of the author’s writing ability but also of their personality and character!
In extreme cases, proofreading errors can even create actual financial costs or otherwise subject your organization to some kind of liability.
A better example:
Subject: “Account Update: New Support Request Policy”
Please review the attached document outlining. Please let us know if you have any questions.
4. The Email That Doesn’t Solve the Problem
Subject: “Re: Printer Issues”
Yeah, I noticed that too.
This may be conversational, but it adds no value and leaves the core problem unaddressed. “Being an effective communicator also means that you are most likely a problem solver,” says Roberson of Purdue University. We’ve written about objective-oriented writing before: “Almost every piece of written communication has a goal, even if it’s just to inform, and many pieces have multiple goals. Be clear with yourself about the outcome that you’re trying to achieve.” This principle is just as true with email as with any other form of writing.
Try this instead:
Subject: “Printer Issues – Temporary Workaround”
Yeah, I noticed that too. I’ve contacted IT about the malfunctioning printer. In the meantime, you can use the shared printer in Room 203.
Even just letting the recipient know about the alternative solution or workaround offers enormous value. A well-written email is ultimately a problem-solver.
5. The Email That Tries to Say Too Much
[A 700-word monologue buried in one long paragraph that opens with a tangent, meanders through multiple topics, and ends without a clear call to action.]
We’ve all received them: the bad emails that just ramble. The problem is that most emails have a very constrained window of attentional opportunity with readers, often measured in seconds. In fact, about two out of every five email readers spend fewer than eight seconds with an email. If your email doesn’t get to the point, it risks losing its readers altogether, and an email that goes unread might as well have never been written.
We recommend a general framework of three elements:
(1) An opening sentence that states the purpose or issue.
(2) A succinct body that provides relevant details and context.
(3) A clear closing line identifying what the reader should do next.
In short, always aim for the “Goldilocks zone” of email length, or just enough to communicate what’s needed. No more, no less. (This can admittedly be one of the trickiest elements of email writing to master and is an area where business writing training can be invaluable, by teaching writers how to edit for brevity without sacrificing clarity.)
6. The Email Written by AI (Without Human Oversight)
Hi [Name],
I was very sorry to hear about your loss. Please accept my heartfelt condolences to you and your family during this difficult time. I can’t imagine how hard this must be, but I hope you’re finding some comfort and support from those close to you. Take all the time you need — we’re thinking of you and wishing you strength in the days ahead.
Warm regards,
[Your Name]
At least 19% of Americans use AI to write or help with writing emails (and, frankly, we suspect the actual number to be higher). But that doesn’t mean they’re producing better emails. Certainly, AI tools can help speed up email writing, but they also introduce new risks.
For one thing, many readers can spot the generic phrasing of an AI-generated message. When this happens, the reader’s trust in the (human) author can fall: “We found that people’s trust in email writers decreased when they were told that AI was involved in the writing process,” write researchers studying “perceptions of AI-mediated email writing.”
But another, potentially worse, problem is increased potential for misunderstanding. “In particular, if the AI’s content generation does not align with the desired values and needs, it can lead to misunderstandings not only between human and AI but also between human-human communication, especially when used in professional settings,” write researchers comparing the language used in human versus AI-generated emails.
To be fair, this doesn’t mean you should never use AI, which can be a useful tool. Rather, it means you should never just immediately hit send. AI is only ever an instrument to facilitate the writing process, not a full replacement for the human author. And as a tool, AI can’t be used effectively if the human user doesn’t already have a baseline skill level in writing. If nothing else, how will you be able to judge whether the AI produced a “good” email if you don’t have the skills to produce a “good” email on your own?
Frequently Asked Questions
1. What’s the biggest mistake people make in professional emails?
The most common issue is a lack of clarity, whether through vague subject lines, missing details, or rambling paragraphs. Every email should have a clear purpose and outcome. However, remember that clarity ultimately depends on the reader. For example, insider terms might be clear to a colleague but would confuse an outside customer or third-party stakeholder. Before you start any email, identify your target reader(s) and tailor your communication to them.
2. How can business writing training improve my team’s email communication?
Business writing training helps teams write with precision, adapt their tone and style for different readers, and use structure and formatting that increase readability. It turns email writing from a time sink into a productivity tool and outcome-driver. In the right circumstances, it can even produce unexpected benefits, such as reducing the volume of customer support requests and strengthening employees’ critical thinking (a core and otherwise hard-to-train soft skill).
3. What are the basics of professional email etiquette?
Professional email etiquette includes using clear subject lines, addressing recipients appropriately, proofreading carefully, and respecting response times. It’s also about knowing when not to use email, like when an in-person meeting, a more immediate text or Slack message, or even a long-form report or paper might work better. (For more, see our full guide on professional email etiquette.)
The Bottom Line
Bad emails are expensive, time-consuming, and often costlier than their authors realize. Every unclear subject line, overlong paragraph, or mismatched tone adds friction to the daily flow of business and increases the risk of misunderstandings, lost customers, and more problems or aggravation downstream of the email.
Fortunately, good writing can be learned. When confronted with writing problems like these, business writing training will enable employees to think critically about their communication choices, use email strategically, and write messages that get the desired results.
For help strengthening your team’s email writing prowess and to begin producing good emails that are more effective at achieving their intended goals, learn more about our “Better Business Writing” training workshop.
