well, here we are again. you need something from a colleague, but have not received a response yet. it’s time to follow up. you open the thread, click “reply” and feel the urge to start typing, “do you have those answers for me? according to my last email, the deadline was this morning.”
But here’s the thing: You know that the phrase, “according to my last email,” can come across as passive-aggressive. (if we’re being totally honest, that’s probably one of the reasons you’re considering releasing it in the first place!) it can make your co-worker feel called out and generally just annoy people.
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Of course, the best way to avoid having to go down that road is to state your expectations clearly and concisely in your initial message. lead with the most important information; include a call to action; create liability by adding a due date; and, if there is a lot of relevant background information, include it below and alert the reader that it exists.
Unfortunately, no matter how obvious you think your request is or how complete the information you share is, you may need to follow up to get what you need or iterate until everyone is on the same page. (isn’t it frustrating when someone asks you a question that they would surely know the answer to, if only they had read your previous post?)
It can be infuriating, but letting frustration get the best of you is probably not very productive. Then what do you do? here are five better ways to follow up than saying, “according to my last email…”
read more: 40 templates to help you handle your toughest work emails
1. be direct
Sometimes the best approach is to simply direct someone directly to the original request, without the passive-aggressive phrase. the call to action, in other words, is to read and respond to the original email. in these cases, reply to the thread, so that the original can be easily referenced, and be direct and concise. you could try:
- “I’m following up on the following” or “following up on this [request/question/assignment]”
- “I’m thinking about the following” or “turning around responding to this [request/question/assignment]”
- “I am reviewing the following” or “reviewing this [request/question/assignment]”
- “ I need your input on the following by [ date/time]”
2. repeat your request
In some cases, pointing your colleague to the original request will not be enough. you may want to emphasize exactly what you are asking for and why.
so please reiterate your request in a sentence or two. Pull out the most important point along with the deliverable you’re expecting and the due date, directing the reader to the original email for more information.
for example, you could say: “here are the design tests for your review. we need your edits by the end of the week in order to move forward. see below for additional information.”
You can also combine these first two approaches with something like: “I’m keeping track of design tests. We need your edits by the end of the week in order to move forward. See below for additional information.”
This tactic can be effective for readers who don’t always take the time to read all the information, and can be a softer approach than going straight to “can you check my latest email?”
3. ask a question
Start with a question to get the reader’s attention and, if necessary, use it as an opportunity to change tactics, deadlines or expectations.
- “what do you think about [the project or question in question]?” as in, “what do you think about design tests?”
- “do you have time to [complete the requested task]?” as in, “do you have time to review the design proofs?”
- “can you get me [the deliverable] by [date/time]?” like “can you give me your feedback on the design tests by Wednesday noon?”
- “do you want to make a quick call or meet to discuss [project or question at hand]?” as in ” want to make a quick call or meet to discuss design tests?”
4. answer the phone
Have you ever started to compose an email and thought this would be so much easier and quicker to explain over the phone? your colleague’s silence may be due to the same sentiment: sitting down to compose an email with all the requested information will take too long. so he picks up the phone, especially if you’re short on time and need a quick response.
If you’re talking to the live person, you can say something like, “Hi Sarah, I’m glad I called, do you have a few minutes to discuss [the project or question at hand]?” I would love to find out [the deliverable], and I thought it would be easier to do it over the phone.” then repeat what you need clearly and concisely.
If they don’t answer, leave them a quick voicemail, something like: “hi sarah, I was calling about [the project or question at hand], I thought it would be easier to talk on the phone. I’ll send you another email, but feel free to call me back to discuss it.”
send a follow-up email as a reply to the original thread (especially since there are some people these days who never check their voicemail). You could write something like: “I just left you a voicemail about [the project or question in question]. If it’s easier for you, call me to discuss it. if not, let me know via email about [the deliverable]. additional information can be found below.”
5. stop by
This is probably my favorite tactic because I like to read expressions and body language, and I like to create opportunities for spontaneous ideas that can come from face-to-face conversations.
did it work? absolutely. has failed? Yes! when you throw your follow up at someone, you run the risk of getting a half-hearted, distracted response because that person can’t give you their full attention (and you might irritate them by interrupting them). you have to know your audience and respect the way they process information and approach their work. Plus, it can be hard to find an ideal time to hang out when everyone is busy running in and out of meetings. so use this tactic when there is time and when you have developed a strong relationship with your co-worker.
and if you talk to your co-worker on the phone or in person, send a simple email afterwards so there’s a record of what you decided. Your note can begin with “thanks for your time” or “I’m glad I had a chance to talk about x.” then “just to put it in writing…” or “confirming by email that we’ve decided you’ll do x and I’ll do y by the end of next week.”
At the root of a follow-up message is the fact that you need something and getting it is likely to benefit everyone involved in the long run. so avoid arousing unnecessary and counterproductive resentment. instead, be patient and positive. keep your language direct and to the point, set clear expectations, highlight pertinent information, emphasize a specific call to action, and hope that this time you get the response you need.