Students send me email all the time. For many of them, it is the first time they have had to communicate with someone professionally. It can be difficult for them because they bring casual conversation habits and poor communication skills with them into the experience. Recently, I had a student with whom I had an exchange. One thing to note is how little thinking or work when into the student email and how much I had to craft a response. While I know I am teaching, it still shocks me that adults would not read information before sending email. Perhaps my expectation that people try to answer their own questions first is too high: Below is the communication between us:
Student: You have not emailed me my url for the online book.
Thank you for contacting me. Actually, I have sent you the URL. If you look at the email you got from me the same way you got the email you are responding to from August 21, (where it is still available to you. See the VERY FIRST course announcement, August 21, 2015 See the attached picture) you will see the code and an updated ISBN. My expectation is that you are reading the announcements that I email. If you have not, perhaps you should do that first. My questions for you are:
- Did you purchase the book?
- Did you open the book?
- Why is it that you are asking me about this 3 weeks and 2 days into the course?
If you don’t have the book code: It is in the paper book if you purchased one or you can buy it where the area for your online registration shows a place where you can 1) Use the 14-day trial 2) enter the code that came with the book 3) or use your credit card to purchase it. The bookstore still has copies if you need them.
I need you to know that the tone of your email sounds like I am a customer service person who has not done his job. It’s not clear to me that you intend to come across that way, but that is how this sounds to me. I can assure you that I have sent you the information that you need. Since I don’t recall having a conversation with you about this before and then you send me an email with an accusatory tone, you might be able to see where I am coming from. Perhaps you should come at this with a question, rather than an accusation about what I have not done.
If you have a question about the process, then you should ask that question rather than to assume what the process is and that I have not done what I needed. If I have done something that needs to be corrected, I will apologize and take the appropriate action. That is not the case here. As this is an intro course and I an trying to teach you some things about how to behave as a college student (and sending emails and messages to professors is a behavior), I advise you to take the words to heart and know that I don’t hold this kind of stuff against you. I am just asking you to learn and encouraging you to do this to get better results with your professors. Please take the time to go through the process of looking through the information that you have before contacting someone (like a professor) to see if you can answer the question on your own and then come to the conversation with a question, not an accusation. Even if I hadn’t sent you the URL, it would not create a good starting point to say, “You haven’t…” You might instead say:
- “I am having trouble finding the URL, can you help me?”
- “I looked in several places for information regarding the login for Connect. Can you tell me where this information is?”
If I hadn’t sent it I would be able to respond. If I had (and I have) I would be able to direct you. You end up looking like a student who needs assistance.