A lot of groups get themselves into hot water over email. It’s not just tech novices; it’s the tech savvy that can be the most at risk of missing when email has changed from being a supporting tool, to a derailing or destructive force.

For groups separated by distance it’s important to recognize the limitations of email.

I’m noticing that even those that are geographically close are operating as if they are spread far apart (ex: spending a day emailing back and forth with someone sitting next to you).

A new study by Kevin Rockmann and Gegory Northcraft, looked at the issue. They put groups in charge of a complex task. Some groups worked by email, while others worked by video conferencing and in person meetings. They discovered that those who met in person had the highest level of trust and effective cooperation. Those using email were the least able to collaborate and accomplish their job.

What does this mean to you? Think about the most important, critical work that you’re on right now. How are you connecting with others in your group? If you’re connected primarily over email, you might question if that’s the best format.

Email isn’t going to go away. For groups that are using email as a key communication tool, I suggest developing norms. What norms make the most sense will vary greatly depending on the work you’re trying to accomplish and those that are involved. To get you started, here are some examples adapted from The Distance Manager by Kimball Fisher and Mareen Duncan Fisher:

• Identify the subject in the subject line (that means no smiley faces)
• Don’t use email for philosophical debates
• Keep all distribution lists current
• Don’t use email for urgent messages (alternatives: pick up the phone and call, walk over and talk, connect over skype)
• Accept responsibility for personal delivery of urgent messages (meaning face-to-face or voice-to-voice)
• Code subject lines with “please respond,” “action required,” or “FYI”
• Use email as a supplement to, not a replacement for personal contact
• If you have to scroll down, it’s likely a call, not an email that’s needed

There are lots of clues that you’re over using email and under utilizing personal contact. Some include having trouble staying on the same page with others, not feeling very energized, or blood pressure rising when you’re reading/typing an email. One of the greatest telltale signs is that you’re fighting over email. If you’re interested in and want skillful dialogue, you won’t get that from email.

I’d like to do more writing on the topic of virtual work groups. I’m curious, what are you noticing? Do you see a similar pattern, or something entirely different? What are other issues to consider in long-distance management of groups?