Work Advice: Why wont these organizations to answer my emails?

Reader: I hope you can explain why so many people do not return business calls, texts or emails. For example, over a number of years I emailed questions to a nationally known nonprofit about their televised programs. Not once did I get an answer. My son, a professional musician who performs internationally, has contacted volunteers and paid staff at numerous organizations about performing at their venues, only to get no response.

What boggles me is that my son and other people they probably don’t respond to could be quiet philanthropists who could generously donate to their organization. Or they might know people who would donate, publicize and otherwise do good things for their organizations. I would be leery about donating to places that don’t have the common sense and courtesy to respond. In my opinion, their rudeness or indifference reflects badly on them and their organization. This seems like Business/Life 101.

Work Advice: I'm done with pings and notifications. If you want me, email.

Karla: Serious question: Why are these organizations obligated to respond to you?

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That probably sounds out of character, since I have groused about the rudeness of employers that ghost interviewees. I haven’t changed my mind on that; candidates who spend time and effort presenting their case at an employer’s request are owed a “no, thank you” at minimum.

But what obligates a business to reply to unsolicited messages and cold calls? What do they owe you, or what do you offer, that compels a response?

It would be nice to think common courtesy is the least you can expect from an organization — but, in practice, responding to emails is usually about meeting an obligation or avoiding negative consequences. At work, we tend to respond most quickly to emails from bosses and clients. Businesses are most likely to respond to emails from current and potential customers.

If I had to guess, I would bet the entities that fail to respond to you and your son have too few resources and too many obligations. Queries from the public, advertisers and other solicitors, unless they somehow affect the organization’s reputation or finances, probably fall to the bottom of the priority list under donors, advisers and their core mission.

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Is this ideal? No. Are these businesses intentionally being rude? Doubtful. Am I trying to justify all the unanswered reader questions, comments and PR pitches piling up in my inbox? Don’t be ridiculous.

Real talk: You and your son aren’t closet philanthropists waiting to reward these organizations for their courtesy. You’re hoping to get something out of them, such as answers or performance opportunities. That places you on the “solicitor” end of the obligation spectrum, with little immediate consequence to the businesses that fail to respond.

Work Advice: When your partner is rejected by your employer, stay out of it

That doesn’t mean you should give up trying to contact these organizations. It means you need to be more strategic about how you contact them and secure their attention.

• Go through the right channels. For example, your son might have more success promoting himself through an agent or talent firm with established connections, instead of going it alone.
• Explain what’s in it for them. If you don’t have financial leverage as a customer or donor, making an appeal to their reputation and mission can still be persuasive: “I was surprised at your programming choice because it seemed out of sync with the values your organization promotes.”
• Get to the point. Short messages are easy to absorb and respond to. A simple, good-faith question is more likely to prompt a response than a meandering queue of opinions.
• No response? One follow-up inquiry is appropriate — but give it a few days to a week and resist the urge to scold. Don’t be the person who sent me a pitch, then complained less than a week later about not being “worthy” of a reply when I had yet to respond. Just like that, “had yet to” became “wouldn’t ever.”

Above all else, try not to take it personally. Everyone is swamped. Resources are finite, even in large companies, and there’s no point in raging at a brick wall. If you can’t impose consequences or otherwise convince someone of the value of what you offer, you can do yourself the courtesy of reserving your time, talent and philanthropic gestures for more appreciative recipients.

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