1. Phone and Email Etiquette
What You Should Know Before You Hit Send

2. Phone and Email Etiquette
Etiquette Basics
Know your audience
Choose an appropriate tone
Do not be overly familiar with those you don’t know well
Always identify yourself
Use both your first and last name
Use proper grammar and standard English
Be polite
Whether 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 already
You have researched the organization’s culture and they are not that formal
They have indicated it is fine to use first names
Keep not only organizational culture in mind, but generational differences as well.

3. Phone and Email Etiquette
Phone Etiquette Basics – Voic Greeting
Listen to your greeting
Is the content appropriate for all users
Do you clearly identify yourself?
Does your voice convey the right ‘brand’ or image?
Make sure your voic greeting is professional
No jokes
No music in the background
No “You know what to do so do it at the beep” type remarks
Use your first and last name
NOTE: 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 English
Always watch your brand

4. Phone and Email Etiquette
Phone Etiquette Basics – Leaving a Message
Enunciate and speak slowly
Repeat both your name and contact information
Speak at a reasonable speed and clearly indicate why you are calling
If using a cell phone, make sure you have good reception
When leaving a message for some else:
Speak clearly
Repeat important information like your name and phone number so the person who gets the message does not have to listen several times
Be clear about WHY you are calling
When returning a phone call:
Be sure to indicate that you are returning their call
Make sure you provide them with whatever they asked for (if possible) when they called you
Double check your cell reception
If they can’t understand your message, you look unprofessional

5. Phone and Email Etiquette
Phone Etiquette Basics – Responding to a Message
Check messages at least once per work day
Respond promptly
Return all professional calls within 1 business day
If you will be out of the office or unavailable for an extended period, use a vacation greeting
Provide contact information for someone else who can assist with urgent needs
Return all calls promptly
If 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 ASAP
Be polite

6. Phone and Email Etiquette
Etiquette Basics – Sending
Choose an appropriate address for professional use
Include a relevant succinct subject line
Begin each with a polite salutation
Close each respectfully
Use proper grammar, paragraphs and standard English
No slang, emoticons, or IM language
Do NOT indiscriminately use ‘Reply all’, ‘cc’, ‘bcc’
Use a professional address only.
Old s like or are NOT ok
Always include a clear, short, relevant subject line so the reader can prioritize easily as they may have an overwhelming amount of
Only send messages to those who actually need them
Do 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, etc
Do not use IM abbreviations
If you use standard acronyms, make sure all recipients know what they mean

7. Phone and Email Etiquette
Etiquette Basics – Responding to
Respond within 1 business day (24 hours)
Reply even if the message wasn’t intended for you
Do NOT indiscriminately use ‘Reply all’, ‘cc’, ‘bcc’
Begin and close the response politely
Be sure to address any/all points in the original
Use proper grammar, paragraphs and standard English
No slang, emoticons, or IM language
Just as you would with voic , be sure to respond promptly to all s
Make sure you actually respond to the original
Answer any questions they have
Provide requested documents, information, etc
Don’t make them have to ask the same questions again
Be sure to proofread before you send
And don’t ever send an that you would be embarrassed about if it was printed in the paper or sent to your grandmother

8. Phone and Email Etiquette
Etiquette Basics
DO NOT SCREAM AT PEOPLE. ALL CAPS IS SCREAMING. IT IS DIFFICULT TO READ AND IS EXTREMELY ANNOYING!
Double check your tone
Proofread (and spellcheck)
Make sure you have included any necessary attachments
Send attachments in the right form
Be polite
‘Please’ and ‘Thank You’ go a long way
The most annoying traits for most folks are:
Using all caps (SCREAMING) and
Excessive use of Reply All with pointless and unnecessary info
And 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

9. Phone and Email Etiquette
Practice
Create/Share Voic Greeting
Leave a Voice Message
Create/Share Professional Address
If time allows, let students practice with one another and/or share existing greetings, etc for feedback from peers.

10. Phone and Email Etiquette
Additional Resources
ASU Fulton Engineering Career Center
Purdue Owl – Etiquette
Respectful Workplace – Phone and Etiquette
phone-and- -etiquette/
Business Insider – Etiquette for Professionals
pachter
Other resources

11. Fulton Engineering Career Center
For More Information
Connect with
Fulton Engineering Career Center
Phone: (480)
Website: 
Sun Devil CareerLink: MyASU>Campus Services>Jobs & Careers>Sun Devil CareerLink
Facebook: Engineering Career Center Arizona State University