electronic etiquette ann marie sabath: business etiquette : 101 ways to conduct business with charm...

Electronic Electronic EtiquetteEtiquette

Ann Marie Sabath: Business etiquette : 101 ways to conduct business with charm and savvy, Career Press.

Virginia Shea: Netiquette, www.albion.com/netiquette

Chris the InternChris the Intern

Chris received an email that was Chris received an email that was addressed to 42 people in which addressed to 42 people in which the writer spent 5 paragraphs the writer spent 5 paragraphs talking about how bad the new talking about how bad the new marketing campaign is. He marketing campaign is. He wonders if this is an appropriate wonders if this is an appropriate workplace technique.workplace technique.

General Business Etiquette General Business Etiquette (that also applies to email)(that also applies to email)

Treat others with Treat others with respect.respect. Make them feel special.Make them feel special. Don’t waste their time.Don’t waste their time. Don’t be hurtful.Don’t be hurtful. Don’t expect instant Don’t expect instant

replies.replies. Respond in a timely Respond in a timely

fashion.fashion.

General Business Etiquette General Business Etiquette (that also applies to email)(that also applies to email)

Remember that your words Remember that your words and behavior represent you.and behavior represent you.Your words can be seen by Your words can be seen by

anyone!anyone!Write well…Write well…

A Bad Example!A Bad Example!

““Hey babe. Can u believe what Hey babe. Can u believe what a jerk that sales manager is? a jerk that sales manager is? i could due a better job in my i could due a better job in my sleep!!!!!!!!!!!!!!!!!!! sleep!!!!!!!!!!!!!!!!!!! OUTRAGEOUS! CU L8R. <g>”OUTRAGEOUS! CU L8R. <g>”

General Business EtiquetteGeneral Business Etiquette(that also applies to email)(that also applies to email)

Behave ethically.Behave ethically.Don’t break the law.Don’t break the law.No jokes or gossip.No jokes or gossip.

Workplace Electronic Workplace Electronic EtiquetteEtiquette

A special note about A special note about email…email… Advantages: cheap, Advantages: cheap,

quick, efficient.quick, efficient. Disadvantages: potential Disadvantages: potential

for misunderstandings!for misunderstandings!

Chris Received this Chris Received this Email…Email…

““Would you please get me that report…”Would you please get me that report…”

““Would YOU please get me that report…”Would YOU please get me that report…”

““Would you PLEASE get me that Would you PLEASE get me that report…”report…”

““Would you please get me THAT Would you please get me THAT report…”report…”


Managing your emailManaging your emailYou’re responsible for You’re responsible for

checking it!checking it!Know the system rules.Know the system rules.Know what and how to keep, Know what and how to keep,

discard, forward.discard, forward.


Why send emailWhy send emailTo inform; to work toward a To inform; to work toward a

goal.goal.Efficiency.Efficiency. Is it essential? Correct? Is it essential? Correct?

Complete?Complete?


When to send emailWhen to send emailKnow your workplace culture!Know your workplace culture!


What to sendWhat to sendKeep it brief and work-related.Keep it brief and work-related.Assume the boss will see it.Assume the boss will see it.Proofread, spell check, no Proofread, spell check, no !!Use a clear subject heading.Use a clear subject heading.Watch your tone.Watch your tone.Follow salutation guidelines.Follow salutation guidelines.


Chris was asked to send the new Chris was asked to send the new policy handbook to his department. policy handbook to his department. He made sure his message was He made sure his message was well crafted and professional, and well crafted and professional, and had no spelling or grammatical had no spelling or grammatical errors. After he sent the message, errors. After he sent the message, he realized he neglected to include he realized he neglected to include the attachment.the attachment.


To whom to send email To whom to send email Know your workplace rules.Know your workplace rules.Be VERY CAREFUL when Be VERY CAREFUL when

addressing emails.addressing emails.Don’t send an email around Don’t send an email around

your boss!your boss!


How to send emailHow to send email Use CC or BC with discretion.Use CC or BC with discretion. Don’t tattle tale!Don’t tattle tale! Don’t cry wolf with “URGENT.”Don’t cry wolf with “URGENT.” Maintain “confidentiality.”Maintain “confidentiality.” PROOFREAD (Career Fair story).PROOFREAD (Career Fair story).

General Business EtiquetteGeneral Business Etiquette(that also applies to phone (that also applies to phone

use)use)

Treat others with Treat others with respect.respect. Don’t waste their Don’t waste their

time.time. Make them feel Make them feel

important.important.


use)use) Remember that your words Remember that your words

and behavior represent you.and behavior represent you.You could be heard by anyone.You could be heard by anyone.Speak well.Speak well.Pretend your boss is next to Pretend your boss is next to

you.you.


use)use) Behave ethically.Behave ethically.

Don’t break the law.Don’t break the law.Don’t use workplace resources Don’t use workplace resources

for personal gain.for personal gain.

Workplace Phone Workplace Phone EtiquetteEtiquette

Be considerate of others.Be considerate of others. HoldHold

Use it!Use it! Ask first!Ask first! Thank them for holding!Thank them for holding!

Speaker phoneSpeaker phone


Be considerate of others.Be considerate of others. Conference callConference call

Confirm prior to call.Confirm prior to call. Provide clear instructions.Provide clear instructions. Connect callers in priority order.Connect callers in priority order. Begin with introductions and close Begin with introductions and close

with a summary.with a summary.


Be considerate of others.Be considerate of others. Be ON TIME for a phone Be ON TIME for a phone

appointment.appointment. Don’t call during busy times.Don’t call during busy times. Don’t answer if you can’t talk!Don’t answer if you can’t talk! Use your message to let callers Use your message to let callers

know if you are in.know if you are in. Keep your cool.Keep your cool.


Know your Know your responsibilities.responsibilities. Check voice mail Check voice mail

3-4 times per 3-4 times per day.day.


Pay attention to detail.Pay attention to detail. Repeat information when taking a Repeat information when taking a

message.message. Plan your call before you make it.Plan your call before you make it. Listen to what the other person Listen to what the other person

says.says. Leave a specific, brief message.Leave a specific, brief message. Role play: taking a messageRole play: taking a message


Think about how you sound.Think about how you sound. No CHEWING!No CHEWING! Smile!Smile! Enunciate!Enunciate! Stand up.Stand up. Don’t rush the caller.Don’t rush the caller.


Cell phonesCell phones Use them out of hearing range.Use them out of hearing range. Silence the ring.Silence the ring.


Chris is doing very well in Chris is doing very well in his internship, in large part his internship, in large part because he’s not afraid to because he’s not afraid to ask questions.ask questions.

What questions do you What questions do you have?have?

electronic etiquette ann marie sabath: business etiquette : 101 ways to conduct business with charm...

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