Everyone has had the experience where they meant to send
a private response to someone in a group email, but accidentally hit “reply-to-all.”
If we were lucky, it was a limited mistake and only a minor annoyance. If we were
less fortunate, it might have been the type of mistake that was extremely embarrassing.
We’ve heard cautionary tales of someone being fired over an indiscreet email response.
Whether it’s limited to being annoying, or it becomes an email storm or
email apocalypse, depends on what was said and who saw it.

The key to preventing a reply-to-all mistake is to take
this seriously. In a business setting, even an innocent reply-to-all comment can
waste company and staff time. There are documented stories about large organizations
being involved in epic waste of work time because someone inadvertently replies
to a huge group and some of the recipients, in turn, reply back to everyone with
low value comments or asking to be unsubscribed from the group….which of course
then causes others to ask to be removed. Unnecessary “reply-to-all” responses creates
a huge whirlwind of wasted time and lost productivity, in addition to annoying a
lot of people.Email Apocalypse
Think about this: when
you reply-to-all, you are sending a message to dozens or hundreds of people. Here
are two examples of outcomes from a reply-to-all mistake:

  • Your message – which has no meaningful value to the recipients — goes out to 60
    people, and each person takes one minute to open, read and process the message.
    You have caused one hour of cumulative work to evaporate by a single, careless reply-to-all. Companies communicate by email to save time, but the reply-to-all mistake
    can be a major productivity killer.
  • Or, in the worst case scenario, your email message ridicules or criticizes a boss,
    colleague, or customer, and you might have thought it would be okay to share your
    thoughts directly with a friend. But the reply-to-all click sends the same comment
    to everyone on the email group, perhaps even the person the comment was about. That
    type of group email certainly won’t do you any favors when it comes time for your
    annual review.

Email StormSo
if you’re replying to a group message and only some of the people need to see your
answer, as a courtesy, simply remove the group members not affected or use the BCC
field to copy people. Either way, work to avoid risking their exposure to a reply-to-all

Just like proofreading or ensuring the address field didn’t autofill with the wrong
recipient, take extra moments to be sure your outbound email is sent only to the
intended parties. And avoid unnecessary email replies.

These extra steps can be both a work courtesy and a career saver.


We encourage you to distribute this message to colleagues.
When you’re ready to empower your staff with proven customer service and team building
skills, please let us know.