Electronic etiquette: Communication tips for the digital age

MCG — It may have started with the invention of the typewriter in 1867, which hastened the demise of handwritten business letters and documents. Then came the telephone, no doubt a miraculous invention, albeit one that reduced the need for face-to-face meetings.

Things have certainly come a long way since then, as today’s technology has inundated people with telephone, cellular phone, pager and fax numbers, as well as e-mail addresses. It is the nature of these mediums to be impersonal. Yet that doesn’t mean you can’t add warmth to your digital communications. Following are a few strategies for “electronic etiquette,” which can help you build the lasting relationships that are the key to business success.

Meaningful messages

The “voice mail freeze” — it’s happened to everyone at some point. It is characterized by difficulty or inability to record a clear, concise voice mail message for someone “on cue” after the beep. However, there are ways to conquer the problem.

One way is to practice by leaving yourself a voice mail, then critique the message. Is everything clear? Would you return your call? People can hear a “smile” on the phone, and they certainly can hear your attitude. When you leave an upbeat message, it invites people to call you back. If you must leave a long message, indicate this up front. For example: “I’m going to be out of the office for a few days, so please excuse this long message.” The recipient will appreciate your candor and your consideration.

Finally, work towards returning every call you receive within 24 hours. This is the best way to let your customers know that they are important to you.

Friendly faxes

A fax can be a great follow-up tool. After completing a negotiation on the phone, you may want to get something into your customer’s hands right away that confirms your agreement. A handwritten note sent via fax can be just right for the task. Be sure to verify that faxing is acceptable to your customer. In most cases, fax machines are in common office areas, and he or she may have confidentiality concerns.

Easy e-mails

Because e-mail is one of the most immediate forms of digital communication, it’s important that you learn to use it effectively.

The message you send may be printed out and distributed to others, so make sure it looks professional. Carefully check grammar and spelling. While word processing programs usually include features to help you with grammar and spelling, this is less likely to be the case with e-mail, so you want to be on your toes.

Pay attention to who is copied on your messages. You may even want to avoid including particularly sensitive information in an e-mail message, in case it accidentally lands in the wrong person’s hands.

Lastly, include a subject line, your full name, title, address, phone and fax number in every message. Many people use subject lines to help them separate and prioritize e-mail messages. A message marked “No Subject” from “ABCDE@aol.com” may fail to seem important or even be mistaken for spam and deleted.

Conference calls with class

Conference calls allow for easy communication and discussion with customers in different locations in a timely and cost-effective manner. Since the client isn’t right in front of you, it’s tempting to let your hair down a bit during these calls. Yet you should regard them as just as important as face-to-face meetings. While multitasking has become a way of life, if you’re distracted by working on a computer or a side conversation with someone else in the room, the people at the other end of the line will notice.

Cellular cool

A cellular phone is a requirement for nearly every business professional today. However, it’s important to be sensitive to your environment when making a phone call to avoid disturbing others around you.

Another “call to courtesy” is during meetings with a client away from the office. Unless you’re expecting an emergency call (and be sure to let the person you’re meeting with know this in advance), shut off the phone. He or she will appreciate having your full attention for the duration of the meeting.

As you consider the numbers on your client or customer list, remember that there are real people behind those digits who want to connect with you. Whatever tool you use to get the job done, “electronic etiquette” goes a long way towards making sure you do so with style and grace.