Mind Your Manners

Techno Etiquette: Mind your manners in today's tech-consumed business world--or risk offending a whole bunch of people.

By Phyllis Davis

Like most of the world, you're probably addicted to e-mail, voice mail and faxes. But addicting as these communication mediums are, they are not substitutes for making a human connection. Technology is cold and sterile and meant to deliver only facts and information. As such, your message can easily be misconstrued by its recipient, and you can unintentionally communicate fear, anger and frustration. So if you want to offer support, thanks or criticism to anyone, it's best (if possible) to wait until you can create an interactive dialogue (phone or face-to-face) to convey a message that has emotion attached to it.

For example, you receive an e-mail, voice mail or fax from a client that reads, "I want to meet with you as soon as possible to discuss the order I placed with you last week. Please call me immediately." How would you interpret that? Would you be concerned, thinking they might want to cancel their order? However, if your client called you on the phone or spoke to you in person, a brief conversation might clear up your questions immediately:

Client: I'd like to meet with you immediately to discuss the order I placed with you last week.
You: What exactly did you want to discuss?
Superior: I wanted to add another 500 units to the order. Would that be possible?

Here are some suggestions for using technology to your advantage in the workplace.

E-Mail

§ Refrain from using all lowercase letters in your e-mails. You can practice a degree of casual writing in e-mails, but writing in all lowercase appears you don't have enough respect for your recipient to use proper capitalization. On the other hand, avoid using all caps, because it looks like you're screaming at them.

§ Do your best to use proper grammar, spelling and punctuation in your e-mails. However, using incomplete sentences and lists for explanation is acceptable.

§ Use emoticons sparingly, such as the smiley face :-). Yes, emoticons save keystrokes and express emotion, but they rank below the benchmark for effective and professional communication.

§ When you're addressing a customer in an e-mail, use their formal title (Dr., Senator, Ambassador, Mayor) followed by their last name unless they invite you to use their first name. If your client doesn't have a formal title, use Mr., Mrs. or Ms. followed by their last name (unless you've been invited to use their first name).

Faxes

§ Avoid using heavy logo graphics in your faxes. It "eats" your recipient's ink.

§ Although faxes seem to convey more of a sense of urgency than e-mails, use them sparingly.

§ If possible, use a slighter larger and darker font when creating faxes so they can be legible in transmission.

§ Send faxes during business hours. A fax sent at midnight to a home based office can awaken a family.

Phone & Voice Mail

§ If you return a phone call and you're forwarded to that person's voice mail, let them know when and where you can be reached: "I'll be at my desk at 4:30 this afternoon if you want to call me then."

§ Return your calls in a timely manner. No more than twenty-four hours should go by, especially with your customers.

§ When leaving a voice-mail message, give your number at both the beginning and end of the message. If the recipient didn't write it down it at the beginning, they can either catch it at the end or replay the message and catch it at the top.

§ Speak in full sentences on the phone or in voice mail. Avoid using slang or weak expressions such as "OK" or "Uh-huh." Use power words like "Yes," "Thank you" and "Excellent."

Cell Phone

§ Keep your phone on vibrate mode 24 hours a day, seven days a week.

§ Don't wear the headset earpiece unless you're actively engaged in a conversation. It appears theatrical unless you're driving and you're wearing it for safety.

§ Avoid screaming into your cell phone. The speaker on your cell phone is very sensitive and can transmit your slightest whisper.