One of the frustrations we face in our professional lives is that of waiting for information - and more to the point waiting for an email that never seems to come despite repeated requests. This article is based on a resource that I put together for my professional clients who I meet in my capacity as a coach.

Such problematic emails are what could be defined as information requests which are subsequently ignored by the recipient.  Often this is then reflected on the sender for not receiving said information or actioning it in time.  As well as being unfair this puts the sender in an uncomfortable position, through no fault of their own. It is a bit like if you lend somebody a relatively small amount of money, maybe to buy a coffee, but then the recipient doesn't pay you back. If then feels very awkward to ask for the money back as it seems petty and fussy. 

If the information is not forthcoming the sender has no choice but to repeat the request and possibly use stronger language in order to achieve that aim and many stumble when doing so because of the discomfort it causes. However, the process is fairly straightforward and is an escalatory process in that the language and the wider implications become increasingly more significant as time goes on.

IMPORTANTLY: Before escalating, it is important to understand if the person you are writing to is also waiting in an information chain. Are they communicating and explaining the situation.  If so a different tact is necessary, as it is not their fault either. The fact they are communicating the difficulty they are facing is a statement in itself. Having said that you should always remain vigilant and bear in mind what could be called the Peter and the Wolf syndrome.  The communicator who always has an excuse could just be trying to cover themselves. Use discernment* to figure out whether you are being ‘fobbed off’ or if the person is genuinely awaiting information for forwarding. If this is the case they should be encouraged to follow their own escalation procedure – share this link with them if necessary.  Whatever you do, ensure you keep all parties informed otherwise you expose yourself to danger of escalation.

* The numbers game is often a fair indicator of being fobbed off.  Once in a while such situations happen to everybody, but if it happens too frequently it would raise serious doubts – hence Peter and the Wolf.

The first step is to simply send another request for the information as the email may have got lost in cyberspace or in a junk folder. Start with a phrase along the lines of "I emailed you on 5th Feburary concerning..." before repeating the request. Keep it as warm and friendly as the original email as you are giving the recipient the benefit of the doubt.

If then there is still no response it is time to start applying the pressure.

• An obvious first step is to lose the friendliness. This does not mean being rude or inappropriate, but use more direct language that is more to the point. The receiver is not reciprocating, evidenced by their lack of due diligence in not sending the information.  Switch to a more formal, even overly formal style and omit such pleasantries as, ‘I hope you are well?’ or ‘Have a nice weekend.’
• Use your introductory paragraph to reiterate your position in the company and remind the receiver of the necessity of the information, to meet regulatory compliance requirements, avoid reputational damage, or to smoothly process a client request. Spell out the implications and potential consequences of an information failure and above all communicate this is serious, take me seriously – so take this email seriously.
• Explain why you are writing again and why the situation has become unacceptable. Do not be rude or personal, stick to the facts, but leave over-polite language out and keep things formal.
• Use direct language to clearly communicate what you want / need. The original email probably used language such as, Could you… or I would appreciate it if…  Change tone and use phrases like We expect or We require.  Be absolutely clear about what is required and when it is required by.  If you have to create a new deadline remind the receiver of the original deadline and make the new one shorter.
• Inform (or remind) the receiver again of the impact(s) of their inaction.
• Use formal language in your sign off. Avoid such warm phrases as Best Regards or Yours and opt rather for Yours sincerely or Yours faithfully.

What should you do if this does not work?

Sometimes, despite your best efforts, it can feel like you are banging your head against the wall.  This is when you truly need to escalate in the truest sense of the word and need to involve firstly those in your vertical and then those in the receiver’s vertical.

Warn the recipient that you are going to do this beforehand (yes it can be seen as coercion and manipulation, but the recipient should simply do their job).

Add to the CC your line manager / department head and then inform the recipient that this has been done.  This achieves two aims. It shows your line manager / department head that you are being pro-active in trying to achieve a resolution (you are effectively covering your back); the thought that it has been effectively escalated on your side may prompt a greater response.  Warn the receiver that any further email will necessitate the inclusion in the CC of their line manager.

Stick to the facts and raising the levels as suggested in this guide should lead to a resolution and if not then you have in principle handed off the problem to the receiver’s manager to deal with and such lack of due diligence on their part may lead to disciplinary action or even dismissal.

One final word of warning, one who lives in glasshouses shouldn’t throw stones.  A choice to escalate also points a finger back at you.  Your conduct will also come under scrutiny, be as perfect as you possibly can be and ensure you have all your bases covered.

As always stay safe and well my friends.