Global use of the Internet has changed the way information is gathered and exchanged. Messages make the round trip in mere seconds instead of hours or days. Consider what might happen when a message is sent without consideration for business protocol, cultural mores or language nuances. The ability to influence or insult is indeed a speeding bullet.
While we consider the speed of the internet as progress, it does increase the risk of miscommunication and hurt feelings. Common sense, courtesy, and considerate language can still help keep these to a minimum. Thoughtfulness can halt disaster with a few correct words culled with a right attitude.
Business Etiquette
Since email is still the preferred method of communication in business, etiquette should govern the way we communicate on the Net. Remember, an email is a permanent record. Whether a business or personal message is being written, reread it before the 'send' button is pressed.
- Are the facts straight?
- Do you sound polite?
- Are you using an appropriate salutation and signature? Speaking of signatures, make your business signature specific and not too ornately long.
- Be concise in the subject line and clearly state the subject.
- Cool down before starting a 'flame war'. Don't send an email until tempers have cooled down.
- Since nuances in emails are difficult to pinpoint, confidential matters are best handled in person or by phone.
Effective Communicating
Abbreviations may be used in an email if they are commonly understood, such as the well-known 'BTW' (by the way), or 'FYI' (For Your Information), but with business contacts, it is best to leave these out, along with smiley faces and other emoticons. "Cutesy" doesn't promote well-intentioned points.
Don't forward jokes or trivial quizzes at work. Most people are already overwhelmed by the amount of mail in their In-boxes. A co-worker was caught completely off guard with the naked, dancing Russian along with the animated "Sexy Santa" pole dancing into her home office recently. Her innocent children were her main consideration since she hoped to allow them their innocence as long as possible.
Many people have resolved to stop wasting time reading endless emails and forwards from friends. We Have the Power (to DELETE, that is). This serious Time-Eater can be eliminated easily with a focused determination to say NO to Trash.
Global Communication
Etiquette is a necessity as communications progress at an accelerated pace. Communications with clients from various countries are becoming the norm.
While learning the rules of electronic Netiquette, keep International protocol in mind. The norm in Japan will not be the norm in the UK or Australia. Keep correspondence as clear as possible with consideration for diversity.
We have infinite way ways to encourage, unite, or sadly enough, insult. The combination of precise language and consideration for others gives us a chance to form better relationships with clients and coworkers in the future.
Every correspondence has the ability to build or burn a bridge.
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