Rule 1: IROC. Classify all communications as one of the following:
Information: No reply required.
Request: Reply options are “Yes” or “No” (System asks “why?”). No response is considered “No”
Order: Reply options are “Accepted” or “Rejected” (System asks “why?”). System follows up aggressively when it gets no response.
Confirmation: Reply options are “Yes” and “No” (System asks “Why?)
Rule 2: Passive approval. “Yes” is assumed for all intra-company requests unless you hear “no” within 48 hours. “No” requires a rationale.
Rule 3: Brevity. Use short words. Use short sentences. Use short paragraphs. Be clear.
Rule 4: If it wasn’t said by email, it wasn’t said. “I told you on the phone last week,” “I told you in the hall” etc., are unacceptable.
Not quite all online but still useful.
