Tip of the Month for April 2004 - Electronic Communications

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Tip of the Month for April 2004
Electronic Communications

“Netiquette” – another word added to our vocabulary

Today we are inundated with technology; fax machines, cell phones, computers and e-mail. While these are all wonderful tools to improve our efficiency and speed up our transactions, they are not meant to replace human interaction.

I’m fearful of how much we rely on electronic communication in business. What will this morph into years from now? This rapid movement of computerization of the modern office has changed our communication dramatically.

The business etiquette of electronic communication is still being developed. “Netiquette” is a word used for online etiquette. I hear companies crying out for answers on how to control the behavior in and around e-mail. It’s time we take good manners to cyberspace.

As a means to move “netiquette” into the culture of corporations, several companies have implemented certain rules or bylaws in their employee handbooks. Others are still deciding whether or not they want to attempt to steer this ever-changing communication tool. For those ready to add discipline to their electronic communications, consider the following as a review of basic rules for proper “Netiquette”:

Rule number one. Some of our first impressions are through electronic communications. Think before you shoot off a message. Be professional; conduct yourself in a business-like manner at all times, using appropriate business language.

Be direct and to the point. E-mails are meant to be a short quick reply. Think of e-mail as a replacement for those bright colored “Post-it Notes” used to leave someone a quick note.

Use proper spelling, grammar and punctuation. Remember, spell check has no idea what you are writing. You may accidentally type the word “work” rather than “word”. Spell check won’t correct the meaning of what you wish to say.

Structure your e-mail so it is easily read. This does not mean wild fancy colors.

Remember that e-mails are not confidential. Don’t write anything that you wouldn’t mind seeing on the exit ramp of I-94.

Pity the poor person who intends something for one co-worker and accidentally selects “memo all.” The only recovery is a blanket apology and hope to high heaven there are no serious repercussions. I speak from experience; you should be just as careful when you hit the send button as you are when you perform brain surgery.

Be careful what you forward. Broadcasting can backfire and typically does. An apology flogging yourself for having such poor judgment is about the best you can do.

Virtually everyone uses office e-mail for personal use; few companies make this communication off limits. If your company decides to do a random read and finds your send file too interesting you might be without any computer at all. Best keep personal e-mails for home.

Always put a topic in the “subject” box.

Answer an e-mail within 24 hours. If you are out of the office initiate a return to sender, specifying when you will be back at your desk.

Remember this is a one sided dialoged. Without facial expressions, voice tones, gestures, and other non-verbal communication you might have a hard time conveying the meaning of what you are trying to say. E-mails can often times be misrepresentative of your intent or personality. Sadly, if this is your number one way of communicating you have missed the boat on demonstrating the best part of yourself. If at all possible, keep emotions out of your content. Also avoid using all capital letters, bold type and exclamation points because THEY INDICATE YOU MIGHT BE SHOUTING AT SOMEONE!!!

Don’t send Spam. What does that mean exactly? Don’t send Spam.

E –Mail International

Speaking of International E-mail, our international counterparts are most likely not accustomed to doing business with someone they have never met. Don’t assume you may use the same unorthodox methods in other cultures. Almost all other cultures insist on meeting the person they intend to do business with. Be very careful when using electronic communication with other countries. Be sensitive to their culture and views.

Always address a person formally and us a title (Mr., Ms.) until invited to use a first name.

Don’t use all lower-case, idioms, jokes, slang, abbreviations, and emoticons { J }.

Use metric measurements, followed by equivalents used in U.S.A.

It is courteous to use dates, times, monetary references that correspond to a particular country.

Example: 10.01.04 vs. January 10, 2004; 1300 hours vs. 1:00 p.m.; likewise with money and exchange.

Indicate the time zone where you are located. Example: 10:00 a.m. Eastern Standard Time, New York.

Be aware of cultural differences in the country where you are conducting business.

More and more companies are setting e –mail policies. Unless laws are enacted, your employer has the right to monitor and intercept your e-mail. Recently, I was both relieved and shocked when my twelve-year-old son brought home a computer policy agreement for the both of us to sign at the beginning of the year. Better to teach others appropriate “netiquette” now, rather than have them throw their career away later due to poor cyber etiquette.

I would be remiss if I didn’t at some point address the issue of being distracted by our ever so powerful keyboard and monitor. Have you recognized the other person on the telephone that is too busy concentrating on his/her computer to focus on your conversation? The language is simple to identify, “uh….ok….uh-hmmm…right… yea…ok.” Might I also add the tender tap, tap, tap on the keyboard in the background?

I heard one person identify this as “surfer’s voice.” Nothing is more inappropriate than making the other person feel as though you are preoccupied with something else. Here’s the point, we should pick up the phone more and use e-mail less. However, we manage to do both without focusing on one or the other. Sending a poorly written e-mail is just as bad as not giving the person on the telephone your undivided attention. Multi-tasking, can hurt your career, not make you more efficient.

Mind Your Manners specializes in seminars and consulting services in business etiquette and international protocol. For more information, please contact Amy Palec at (262) 376-0515 or visit her web site www.amypalec.com.