Connected: Inbox Intentions
In University Information Technology Services (UITS), communication plays a vital role in our daily work – keeping teams aligned, informed, and ready to respond. In our fast-paced environment, where we manage sensitive information, high-impact research, and complex technical systems, staying connected in real-time is essential to keeping technology support running smoothly. But how well do you really know the communication platforms that power our work?
Email continues to be one of the most widely used tools in our communication toolkit, and for good reason. It’s essential when we need to share detailed or complex information, create a lasting written record, or communicate with a broad group across departments and time zones. Email is especially useful for messages that don’t require an immediate response or that need to be referenced later. In many ways, it's a backbone of institutional communication. Email works best when:
- Sharing detailed or complex information
- Creating a written record
- Coordinating across teams or departments
- Sending information that doesn’t require an immediate response
- Distributing agendas, meeting recaps, or follow-ups
- Communicating with external partners or large audiences
That said, email isn’t always the most effective tool for every situation. Teresa Banks, Manager of Information Security & Compliance Programs, offers a thoughtful perspective: “It’s not immediate, tone can easily be misread, and threads can get out of control,” she says.
Teresa’s approach is rooted in intentionality – choosing the right channel for the message and the moment. “The first thing I do each morning is delete 99% of the messages in my inbox. Most of it is spam or phishing. It’s a reminder of how cautious we need to be in the way we use email,” she says. From a security standpoint, Teresa advises: “Don’t put anything in an email you wouldn’t write on a postcard unless it’s encrypted. It’s still very much a ‘reader beware’ world.”
The importance of choosing the right communication channel is echoed in guidance like this Fast Company article, which breaks down when to email, message, call, or meet in person. For example, quick questions may be better suited for Teams or Slack, while sensitive conversations often benefit from a live discussion. Email still plays a critical role, especially when a written record is needed, but it should be clear, concise, and directed only to those who truly need to be in the loop.
Email remains a valuable tool in our daily work, offering flexibility, structure, and reach. But like any platform, it’s most effective when used with intention. Being mindful of when and how we use email – choosing clarity over clutter, and security over convenience – helps ensure our messages are received, understood, and protected. Thoughtful communication isn’t just good practice. It’s essential to how we collaborate and support the university’s mission.