Presentation on theme: "Phone and Email Etiquette What You Should Know Before You Hit Send."— Presentation transcript:
1Phone and Email Etiquette What You Should Know Before You Hit Send
2Phone and Email Etiquette Etiquette BasicsKnow your audienceChoose an appropriate toneDo not be overly familiar with those you don’t know wellAlways identify yourselfUse both your first and last nameUse proper grammar and standard EnglishBe politeWhether interacting in person, over the phone, or via , it is important to know your audience. Students should use titles and generally address potential employers as Mr/Ms/Dr/Dean/etc. Exceptions include when:You know the person well alreadyYou have researched the organization’s culture and they are not that formalThey have indicated it is fine to use first namesKeep not only organizational culture in mind, but generational differences as well.
3Phone and Email Etiquette Phone Etiquette Basics – Voic GreetingListen to your greetingIs the content appropriate for all usersDo you clearly identify yourself?Does your voice convey the right ‘brand’ or image?Make sure your voic greeting is professionalNo jokesNo music in the backgroundNo “You know what to do so do it at the beep” type remarksUse your first and last nameNOTE: Ladies, if you live alone, are using a landline, and are worried about safety, your home voic greeting can say something like “You have reached the Smith residence” so it is not clear to others that you live alone. Your mobile voic should still indicate that “you have reached Jane Smith”…..Make sure you speak clearly and use professional EnglishAlways watch your brand
4Phone and Email Etiquette Phone Etiquette Basics – Leaving a MessageEnunciate and speak slowlyRepeat both your name and contact informationSpeak at a reasonable speed and clearly indicate why you are callingIf using a cell phone, make sure you have good receptionWhen leaving a message for some else:Speak clearlyRepeat important information like your name and phone number so the person who gets the message does not have to listen several timesBe clear about WHY you are callingWhen returning a phone call:Be sure to indicate that you are returning their callMake sure you provide them with whatever they asked for (if possible) when they called youDouble check your cell receptionIf they can’t understand your message, you look unprofessional
5Phone and Email Etiquette Phone Etiquette Basics – Responding to a MessageCheck messages at least once per work dayRespond promptlyReturn all professional calls within 1 business dayIf you will be out of the office or unavailable for an extended period, use a vacation greetingProvide contact information for someone else who can assist with urgent needsReturn all calls promptlyIf someone calls you by accident and leaves a message for someone else, return the call so they know they made an error and can contact the right person ASAPBe polite
6Phone and Email Etiquette Etiquette Basics – SendingChoose an appropriate address for professional useInclude a relevant succinct subject lineBegin each with a polite salutationClose each respectfullyUse proper grammar, paragraphs and standard EnglishNo slang, emoticons, or IM languageDo NOT indiscriminately use ‘Reply all’, ‘cc’, ‘bcc’Use a professional address only.Old s like or are NOT okAlways include a clear, short, relevant subject line so the reader can prioritize easily as they may have an overwhelming amount ofOnly send messages to those who actually need themDo NOT make routine use of Reply All (Your colleagues will grow to despise you for it)Always begin s with a salutation and close with a proper Thank You, Sincerely, Best Regards, etcDo not use IM abbreviationsIf you use standard acronyms, make sure all recipients know what they mean
7Phone and Email Etiquette Etiquette Basics – Responding toRespond within 1 business day (24 hours)Reply even if the message wasn’t intended for youDo NOT indiscriminately use ‘Reply all’, ‘cc’, ‘bcc’Begin and close the response politelyBe sure to address any/all points in the originalUse proper grammar, paragraphs and standard EnglishNo slang, emoticons, or IM languageJust as you would with voic , be sure to respond promptly to all sMake sure you actually respond to the originalAnswer any questions they haveProvide requested documents, information, etcDon’t make them have to ask the same questions againBe sure to proofread before you sendAnd don’t ever send an that you would be embarrassed about if it was printed in the paper or sent to your grandmother
8Phone and Email Etiquette Etiquette BasicsDO NOT SCREAM AT PEOPLE. ALL CAPS IS SCREAMING. IT IS DIFFICULT TO READ AND IS EXTREMELY ANNOYING!Double check your toneProofread (and spellcheck)Make sure you have included any necessary attachmentsSend attachments in the right formBe polite‘Please’ and ‘Thank You’ go a long wayThe most annoying traits for most folks are:Using all caps (SCREAMING) andExcessive use of Reply All with pointless and unnecessary infoAnd we can’t stress enough: don’t ever send an that you would be embarrassed about if it was printed in the paper or sent to your grandmother
9Phone and Email Etiquette PracticeCreate/Share Voic GreetingLeave a Voice MessageCreate/Share Professional AddressIf time allows, let students practice with one another and/or share existing greetings, etc for feedback from peers.
10Phone and Email Etiquette Additional ResourcesASU Fulton Engineering Career CenterPurdue Owl – Etiquettehttps://owl.english.purdue.edu/owl/resource/636/01/Respectful Workplace – Phone and Etiquettephone-and- -etiquette/Business Insider – Etiquette for ProfessionalspachterOther resources
11Fulton Engineering Career Center For More InformationConnect withFulton Engineering Career CenterPhone: (480)Website: Sun Devil CareerLink: MyASU>Campus Services>Jobs & Careers>Sun Devil CareerLinkFacebook: Engineering Career Center Arizona State University