The TWO-SECOND MESSAGE (TSM) tool enables me to write email that can be assessed within two seconds of being seen. This allows recipients to process my correspondence quickly and appropriately, increasing my chances of getting the desired action or response.

TSM combines a handful of high-level guidelines with CFE-specific requirements and a three-step flow. An easily remembered scheme for improving email quality, it also provides a basis for generating detailed email rules and checklists.

Given that Customer-Facing Engineers effect much of their client communication using email, and that the consequences of miscommunication can be serious, it is well worth seeing what TSM has to offer.