“Electric communication will never be a substitute for the face of someone who with their soul encourages another person to be brave and true.”
—CHARLES DICKENS
Josh cannot live without his devices. What if a client emails him? What if his buddy texts him with playoff tickets? What if a cancellation gets him a table at that new Thai restaurant? What if his apartment application is approved? He’s got to stay connected. Period.
But now, he is at this important meeting and they have all been instructed to close their laptops and put away their phones. Everyone quietly complies, including Josh, who tries not to show his irritation.
While the meeting drones on, Josh itches to look at his phone. He’s been waiting all morning for a client’s final decision on an important contract. “I’ll just take a quick peek under the table,” he thinks. Moments have passed, and now Josh, lost in reading all his messages, suddenly becomes aware of the dead silence in the room. He glances up to see all eyes on him. Josh quickly realizes that he has been called on to answer some question and that he never even heard his name called.
Red faced, he sheepishly asks, “Could you repeat the question?”
Now that we have mastered the art of face-to-face communication, we can exhale a sigh of relief and go back to the comfortable, controlled world of electronic communication. In the digital world, we’re in charge. We communicate with whom we want, when we want, for how long we want, and by what means we want. In the digital world, we do not need to concern ourselves with the unpredictability inherent in in-person interactions.
Digital communication is, by great margins, the mode of choice for younger generations. Traditionalists still tend to favor face-to-face conversations when possible. Baby boomers like in-person encounters but do engage via telephone, email, and text. Generation X prefers email or text communication. Generation Y almost exclusively prefers text or social media. And Generation Z, the next on the workplace horizon, wants FaceTime.
These generalizations can sometimes be helpful, but it is a mistake to assume everyone in a category conforms to their generation’s predominant communication style. My 90-year-old mother, a remarkably savvy digital communicator, regularly Skypes with her children and grandchildren, one of whom is her Navy pilot grandson in Okinawa.
You need to determine the best mode of communication for a given set of circumstances, and then undertake it skillfully. Consider the means by which others prefer to communicate, and adapt to their preferred style. Think about what you’re trying to accomplish, and then decide whether face-to-face, voice-to-voice, or text-based communication is the way to go.
Electronic communication disseminates information with speed, accuracy, and efficiency, but it is less effective in building relationships than face-to-face conversation. In his article, “Technology vs. Face to Face,” Barry Siskind cites a report prepared by the Harvard Business Review comparing face-to-face communication with electronic communication. He concludes that in a number of key areas, including developing new relationships, negotiating, maintaining relationships, and overcoming cultural barriers, face-to-face communication beats electronic by overwhelming percentages.1
Mark has worked very hard to land his new position at a highly regarded graphic design agency, after graduating from one of New York’s top schools. But now that he is on the job, some grim realities have settled in.
Mark presumed that work on actual projects would take up at least 90 percent of his time. He had failed to anticipate the incredible number of meetings, emails, and telephone calls every workday would include and the impact these would have on his project work. He is especially bothered by the lengthy, rambling email and phone messages he gets.
Mark was reminded of his college days when his mother would call and leave him long, detailed messages. Mark, most often, did not even listen to them and almost never called back. He had too much work to do. One day he got a call from his father, who told him that if he did not start returning his mother’s calls, he would have to pay for his own phone plan. That got Mark’s attention.
Mark’s boss, a respected and tenured VP in the company, was now coming down the hallway. And he did not look pleased. His boss says to Mark, “I left you two urgent voicemail messages this morning about a client deadline that has been moved up. Why haven’t you responded?” Mark was going to admit that he hadn’t even listened to the messages, when his boss said, “In the future, I expect you to respond promptly. I would rather not have to walk to your office to get your attention.” Mark starts to apologize, but his boss turns and walks away.
Mark now knows that listening to messages and returning calls is important, not just to his mother—it’s important to him if he wants to keep his job.
Millennials would rather do anything—anything—than talk on the telephone. Or leave or listen to voicemail messages. They consider phone calls to be invasive, time-consuming, impractical, and “old school.” Millennials so strongly prefer communicating through text and social media that many are not even sure how to leave voicemail messages. In his New York Times article, “At the Tone, Leave a What?” Teddy Wayne says, “Having grown up in a text-friendly culture, with unmediated cellphone access to friends, they [millennials] have had little formative experience leaving spoken or relayed messages over the phone.”2
Many millennials just don’t see the point of leaving voicemail messages. If a number shows up on someone’s phone, that means that person should call back, right? The problem is, not everyone realizes this is an expectation. And even if they do, they are reluctant to return a call with no attendant message, thinking it could have been a misdial or “pocket dial.” They may also not recognize the number.
It’s not just millennials who have an aversion to talking on the phone; many of their older colleagues feel the same way. Once, the telephone was the only technology available, but now they too like the freedom and flexibility of text-based communication. Boomers and traditionalists will still usually answer the phone, but not always. Leaving a voicemail message was once second nature for them, but today even they do not necessarily like to do so. Like their younger colleagues, this generation has begun to experience a kind of performance anxiety and vulnerability. They feel a lack of control over how their messages will be judged—and whether or not their calls will be returned.
Despite all the talk about the lack of actual talk, telephone conversations may be experiencing a resurgence. People have begun to miss the sound of a human voice, the subtle nuances of tone, the intimacy, the clarity, and the immediacy. According to Jenna Wortham’s New York Times article, “Pass the Word: The Phone Call Is Back,”3 tech companies and entrepreneurs are introducing voice-centered mobile application services that strive to marry voice and convenience, the best of both worlds. The reassurance of a human voice, however and whenever it is heard, is once again in demand.
Collaboration is the predominant concept in today’s workplace. Even as the tools of collaborative technology become more sophisticated, the seemingly old-fashioned methods of e-communication—telephone and email—are not going away. Industries such as financial services and insurance, among many others, still rely heavily on cold calling to conduct and solicit business. Companies also rely on the well-honed telephone skills of employees in call centers to attract and retain business, and to guard the reputations of their brands. Even the largest e-commerce companies in the world, including Amazon and eBay, need telephone representatives to step in when technology falls short in meeting their customers’ needs.
Remember switchboard operators? Those cheery-voiced humans who knew how to quickly and correctly route calls and actually made callers feel that they appreciated their interest in their organizations? They still exist, but in rapidly declining numbers. The position of a switchboard operator, or company telephone operator (actual switchboards haven’t been used since the 1960s), may soon be extinct. Now direct-dial extensions, automated systems, and the occasional receptionist handle all incoming calls.
Still, it’s trickier than ever to actually get someone on the phone. If callers can even find a company’s phone number, they will often reach a recording encouraging them to visit the company’s website because “we are experiencing heavier than normal call volume.” A caller is required to navigate a maze of recorded options, all with further options of their own, to finally get to the right person or department. Those making business calls increasingly find people won’t answer unless the calls were agreed to and scheduled in advance. An impromptu call is now often considered inconvenient, intrusive, and even inconsiderate.
When answering or placing a business call, you have one chance to set the tone for a relationship. Since up to 70 percent of a phone message is conveyed in tone of voice, it’s not what you say—it’s how you say it.
Answer professionally and enthusiastically, ideally by the second ring. Offer a greeting, “Hello” or “Good morning,” followed by the company or department name and your full name. Put a smile in your voice. If callers identify themselves, refer to them by their name and add “Mr.” or “Ms.” Use first names only if invited.
Use good grammar, speak clearly, listen well, and give the call your undivided attention. Others will know if you are reading, typing, or otherwise distracted. Do not eat, drink, or chew gum while on the call. Be aware of background noises.
Ask permission before placing someone on hold, and wait for an answer. If it is a lengthy hold, come back within a minute to update the caller on the status of your behind-the-scenes efforts.
Show politeness, patience, and respect unfailingly, regardless of the caller’s demeanor. A call is often precipitated by a problem. If a caller is upset, let him speak. Apologize for his inconvenience. This does not mean you are necessarily accepting responsibility for the problem, but simply acknowledging he is upset. Often, this is all that is needed to diffuse emotion and get the conversation on a positive track.
Treat every call as important. Sometimes you won’t know until after the fact just how important a call or caller was.
Placing calls reflects on your brand and your company’s brand, too. When initiating calls:
Organize your thoughts before the call. Make sure you identify yourself. If the person was not expecting your call, assess her tone of voice. It will convey her openness to speaking with you. Asking if your call is convenient at this point allows the person the choice of continuing the conversation. This, on its own, often relaxes the recipient enough to continue. If it is not a good time, ask when would be a better time.
Leave enough, but not too much, information on voicemail. Speak clearly and slowly. Leave your name and number at the beginning of the message and at the end. Do not leave ambiguous or personal messages or bad news on voicemail.
Have you noticed that virtually no one returns calls anymore? If a call is not a cold sales call, the reasons are myriad. It could be that the caller failed to leave a recognizable name or intelligible number. It could be that the recipient is away, consumed by work, or never listens to messages. It could be that whatever precipitated the call, such as following up on an inquiry or proposal, has been put on the back burner by the recipient. It could also be that someone is no longer interested in pursuing the conversation or business relationship and, rather than being up front about this, just hopes the caller will give up and go away.
Whatever the reason, it is confusing and disheartening when a call is not returned, especially if there is a preexisting business relationship or the other person initiated the dialogue. Try not to take it personally. You may follow up once and maybe even twice, but after that, it is better to let it go. Relentlessly pursuing someone not interested in communicating at that moment does not generally strengthen a relationship. Instead, focus on other projects. Oftentimes, the person will circle back to you when the timing is right.
If you are the one who initiated a dialogue or requested a quote, proposal, or information, it is courteous to return follow-up calls or emails. Even if your answer is “no” or “not now,” you will have respected the other person’s time and preserved a relationship that you may need or want again in the future.
There are officially more mobile devices in the world than there are people, now numbering upwards of 7 billion. As mobile phones—cell phones, satellite phones, and smartphones—continue to proliferate, the opportunities to bother others while using them do too, at an equal pace. We have all probably been guilty of a mobile phone faux pas at some point. If so, it may be time for a phone self-intervention.
Keep mobile phones off of meeting tables. Otherwise, others will presume that it is only a matter of time before the conversation is superseded by an incoming call or text. Known as “phubbing,” short for phone snubbing, this practice bothers people. Kelly McGonigal, author of the New York Times article “The Willpower Instinct,” says, “Research shows just having a phone on the table is sufficiently distracting enough to reduce empathy and rapport between two people who are in conversation.”4 Among business or social peers, keeping your phone out may be acceptable, but among clients or higher-ups, it is better to put it away.
Do not use a mobile phone at a business, social, or family meal. Excusing yourself to the restroom every 10 minutes or texting under the table are obvious tactics to circumvent this rule. In some circles, phone use at restaurants has been drastically curtailed by dining companions who agree to put their phones in the center of the table: Whoever answers a call or text first pays the bill!
Use a phone in social situations only if it benefits the group. If you need to get directions, make reservations, call a cab, clarify a point, or get a sports score in which everyone is interested, use your phone. If your group’s culture allows for phone use, feel free. But do not be the first, as a domino effect will quickly take hold.
Do not use a mobile phone in a church or a synagogue, or at any solemn occasion such as a wake or memorial service. Do not use a phone in a doctor’s office, at the movies, at the gym, in a locker room, at parties, or while ordering or checking out. And of course, no texting while driving or walking. In 2015, a woman was hit when she walked into the path of a freight train while texting. Miraculously, she survived.
Take photos only with permission and never with unsuspecting persons in the background. These may end up on a public feed, which would be an invasion of their privacy.
Andrew would have preferred the Quiet Car on his Amtrak trip from New York to Boston. But since he will probably need to answer a couple of calls, he chooses Business Class. This way, he can take any necessary calls and still enjoy the relative tranquility Business Class typically affords. When Connor boards in New Haven, Andrew quickly realizes today’s trip would not be typical.
Once seated, Connor, a guy with cockiness to spare, immediately gets on his devices and puts his phone on speaker so he can have both hands free to type. At a decibel level the entire car can hear, Connor’s conversations include a litany of complaints about his demanding employer, his difficult client, and his complicated love life, replete with individual and company names.
Andrew is uncomfortable. And from the body language the other riders are exhibiting, he knows they are as well. So he decides to ask Connor if he would please lower his voice and take the call off speaker. Connor looks at Andrew. “If you want quiet, go to the Quiet Car,” he says, making a dismissive gesture as he continues his loud conversation.
Speakerphones are great for hands-free phone conversations, but they can be uncomfortable for those at the other end. If a conversation is between just two people, a headset is a better option, as it allows for both convenience and privacy. However, once you are hands-free, the temptation to multitask can be overwhelming. If you are prone to this temptation, it may be better to pick up a handset.
At work, a respectful, productive speakerphone meeting follows a pattern. After securing a private room, the meeting leader begins the call by asking permission to put someone on speaker. She then introduces others in the room, or asks them to introduce themselves. Throughout the call, participants identify themselves before speaking and speak at normal decibel levels. If anyone leaves or joins the call midway, the person on speaker is always advised. The call is given undivided attention by all participants, who refrain from holding side conversations, eating, or using other electronic devices. The meeting leader wraps up the call and thanks everyone for attending.
All of the guidelines for speakerphone calls apply to conference calls. Because conference calls are generally more formal and involve more people, they require some additional guidelines as well.
Conference call organizers send invitations with all pertinent call-in information and agendas in advance and reminder notices the day before and/or morning of the call. If there is a service provider, they test all technology beforehand so there are no problems on the big day. Agendas include all items that will be covered and who will be responsible for addressing them. If there are primary speakers on the call, it will include their bios.
Attendees prepare for the call by completing any assignments or reading indicated, and by jotting down questions and points they would like to raise. Participants call in at least three minutes before the scheduled start time, using reliable phones to avoid dropped calls. When the organizer has not muted the call, attendees mute their phones and check to be sure they have actually done so. This is an especially important point for those working from home offices, where distractions abound.
Participants stay focused, adhere to the agenda, and bring ancillary matters up after the call. It is tempting to do any number of other things during a conference call, from answering email to running to the restroom. But that is to be avoided, as invariably that will be the very moment the call participant is asked for his input.
Videoconferencing, or real-time audio/visual communication between or among individuals or groups, is the technology of choice for companies wanting a solution for cost-effective collaboration. Videoconferencing requires all of the preparations and precautions of speakerphone and conference calls, but since participants are now seen, attention to nonverbal cues becomes important as well. Whether they are sitting in a conference room or a home office, participants will take great care with their attire. Since everything is on display, they will make sure furnishings and décor reflect professionalism. Spaces will be uncluttered, artwork will be tasteful, accoutrements will be appropriate. Overflowing wastebaskets, crammed bookshelves, and bobblehead figures will be out of sight.
Annabelle has her hands full. As assistant athletics director for a Division One college, she is responsible for special programs for student athletes. She also meets with a fair number at the behest of their coaches for individual instruction. There are more than 30 teams, and with an otherwise full schedule, Annabelle’s calendar is jammed every day of the week. Still, she is happy to give of her time to those who need extra guidance.
What makes Annabelle less happy are some of the attitudes she encounters. Even though their coaches have required them to meet with Annabelle, she sometimes feels like they think they are doing her a favor. She received an email from a student athlete with the subject line empty, no salutation, no closing, and no context. In its entirety, it read, “Hi when do you want to do this.”
Complaints about email are deafening and universal. In-boxes full of messages with missing subject lines, misspelled words, improper grammar, inappropriate language, and indecipherable acronyms are just some of the grievances. A succession of “Reply All” messages is the biggest complaint. In some organizations, real-time group messaging apps such as Slack, which eliminate the dreaded “Reply All,” are replacing internal email. Group-messaging apps are quickly catching on and may eventually become standard for internal communication. But they will still require adherence to guidelines for professionally written email.
According to the Radicati Group, the technology market research firm, email is still the go-to form of business communication. Email Statistics Report indicates:
The number of business email accounts will reach 1.1 billion by the end of 2017.
The number of business emails sent and received per user per day will increase from 122 in 2015 to 126 in 2019.
Email addresses are still required to access IM and social networking sites and are also needed for online transactions such as banking and shopping.5
Despite all of the other ways to communicate, work email is going to be with us for the foreseeable future. This is not good news for many millennials, who look at email much like voicemail: something to be tolerated until it finally dies. Millennials are often perceived as being unable or unwilling to write professional emails; indeed, many have not written a full sentence since they were in school. As a result, the quality of millennials’ writing skills is considered one of their biggest impediments in getting jobs, and once on the job, in getting ahead.
All generations are at the mercy of carelessly crafted, hastily sent emails. Nancy Flynn, founder and director of the electronic policy training and consulting firm ePolicy Institute, says a lot of people don’t realize that “email creates the electronic equivalent of DNA. There’s a really good chance of emails being retained in a workplace’s archives, and in case of a lawsuit, they could be subpoenaed.”6
A lot is at stake as seemingly bright people learn the hard way every day. Professionals at the highest levels in their fields have lost their jobs, ruined their reputations, and suffered extreme personal, financial, and health consequences as a result of carelessly crafted, hastily sent emails.
You can avoid these problems by, first of all, never ever emailing when angry. It may feel good for a moment, but remorse and all its ugly ramifications will quickly set in. If you simply must vent, do so with a trusted companion—your dog or cat maybe—or write your complaint out in longhand and then throw it away. Do absolutely anything but electronically communicate anger. It will become part of your permanent digital dossier.
Unless there is no other way, do not use email for highly personal messages such as those about illness, death, divorce, or pregnancy. These are emotionally charged messages, better shared face-to-face or at least voice-to-voice. Be extremely careful of the content of professional emails. If your company is ever sued, your emails could become part of e-discovery, the process of gathering ESI (electronically stored information) for legal purposes. Apply the standard of “if you would not say it face-to-face, do not write it in an email.” Studies show that people are much braver when communicating from behind a screen and that the lack of nonverbal cues makes typewritten messages sound much more aggressive than intended.
Use the subject line to summarize the focus of the message. Incorporating “URG,” “REQ,” or “FYI” lets recipients know if the email requires immediate attention, a request is being made, or information is simply being conveyed. Double-check email addresses before hitting the send button. Send only relevant emails to those who need to receive them.
Do not send “Reply All” or “CC All” messages unless absolutely necessary. Use the CC field if someone needs to be privy to an email but does not need to respond. Use the To field if a response is requested from the recipient. Use BCC (blind carbon copy) ethically, and not to mislead that an email exchange is confidential. Protect others’ email addresses, contact information, and messages by not forwarding them without their permission.
Read through email threads completely before responding or forwarding. Once our names are attached, it is a tacit admission that we have read them. Before writing, determine how formal the email should be based upon the relationship with the recipient. Greater formality is in order with clients, company executives, persons from cultures where formality is valued, and those we do not know well. Apply business letter–writing standards by including an appropriate salutation and closing. Make sure sentences are properly structured and words are correctly spelled. Observe the rules of capitalization and punctuation.
Allow words to convey their meaning and emotion. Steer clear of emoticons and emojis in professional emails. Avoid using all capital letters, no capital letters, multiple exclamation points, bold typeface, bright colors, or flashing text. Also avoid marking every email “high-priority” or using RR (Read Receipt). Recipients find these annoying.
Proofread all emails. Use but do not rely solely upon grammar check and spell-check. Read emails aloud to be sure they reflect the intended tone. Do not send or forward jokes, chain mail, political or religious messages, virus warnings, fund-raising appeals, or inspirational sayings. If forwarding an email, edit out all extraneous information and include a brief personal note. Be concise and brief and make one main point. I know of one executive who on principle will not read past two lines in an email. Use bullets.
Respond to emails promptly. If you cannot respond at least by the end of the day, have an “out of office” message automatically sent back to the recipient.
Freelance marketing consultant Evelyn loves the flexibility and comfort of her home office. And she is thrilled she no longer needs to fight the rush hour traffic that made her commute so grindingly stressful, a commute she had made for years. Still, it can be lonely.
That’s why the nearby coffee shop Evelyn discovered came to be a sanctuary for her. Perfect for freelancers like herself, it was never too crowded or noisy and always had friendly, familiar faces behind the counter and at the tables, too. Evelyn could get her work done while enjoying freshly brewed coffee and low-key fellowship with others whose workdays were organized similarly to hers.
This truly was, for her, a little piece of heaven. But lately, a new clientele has upset the welcoming feel of the shop. There is a man whose music is so loud that even with his earphones on, Evelyn cannot concentrate. Another man watches movies at full volume, compounding the situation. Then there is the college student who takes up two tables and four chairs for her coat, papers, and all her electronic devices. Finally, there is the woman who purposely overhears Evelyn’s conversations and then comments upon them! It’s just not the same anymore.
Evelyn is reluctant to give up the coffee shop, but already several of her acquaintances have stopped coming. Evelyn is pretty sure she will be next.
In public places, consideration for live human beings always takes precedence. When listening to audio on a laptop or tablet in a public place, use headphones to avoid disturbing others. Sometimes it is okay to physically spread out a little, but during busy times, be aware of space constraints and adhere to the rule of one chair and one electronic device on a table per customer. With regard to public Wi-Fi, remember that public bandwidth may be limited; save the downloading of huge files or the watching of movies for home. Also, remember that public networks are by definition less secure. Use a virtual private network (VPN) service for a secure Internet connection.
Barbara realizes that things have changed considerably in the nearly 25 years since she joined the hospital as an X-ray technician. She still loves her work and welcomes the advances in technology that help her do her job better. And she delights in mentoring new hires as they come through the department, even though she could, now, be their mother. Their energy and enthusiasm are infectious and keep her on her toes.
One thing Barbara is having a hard time getting used to is the way younger folks communicate. It’s like they are speaking a foreign language. Take today’s text from a new employee, Ava, who Barbara is helping on a project: B- JTLYK, will be l8; h8 traffic! F2F ASAP? Project FUBAR! TY, SYS!
Not wanting to admit she is completely lost, Barbara goes online to research the meaning in the message. Aha! Ava just wants to let Barbara know that she will be late as she is stuck in traffic, which she hates! But when she gets to work, can they have a face-to-face meeting as soon as possible? The project Ava is working on is fouled up beyond all recognition, and Ava would be very grateful for Barbara’s help. She will see her soon!
Since the essence of text-based communication is brevity, some acronyms and abbreviations may be okay as long as the reader readily understands what the writer intends and the message is appropriate. In business emails they should be rarely used, as such shorthand could come across as unprofessional. But professionals still want to be familiar with the most often used communication shortcuts. There are a number of excellent sources for Internet jargon, including netlingo.com and the Internet Slang Dictionary. A visit to one of these sites will get you up to speed with ICYMI, EOBD, TL;DR, AFK, and NSFW (especially) in no time!
Despite its foibles—wretched autocorrect and messages that go astray, get sent too soon, or are indecipherable—text messaging, or SMS (short messaging service), is still immensely popular. Yes, it has lost ground among the 18–24 age group to apps like WhatsApp and Snapchat, but texting is still the go-to among business professionals. When communicating by text, the urgency of the message should be taken into consideration. Some people see and read their texts immediately, others not for hours or even days. If in doubt, it’s safer to call.
Consider whether a text is the best mode of communication with a particular person. Even if you have your boss’s number, a text might not be her preference. However, if she texted you in the past, and the information is appropriate, then feel comfortable using this medium. If someone sends you a text, reply in kind, instead of with a phone call. When a text exchange gets lengthy, it is appropriate to suggest a phone conversation to speed things up. With group texts, include only those who really need to see them.
Spell words out in professional texts. Use punctuation even if it seems laborious and unnecessary. If using the voice-to-text feature, carefully review the text before sending it, as it may read nothing like what you intended. Tone, humor, and sarcasm can be easily misinterpreted via text; use these sparingly.
Do not walk and text; never drive and text. The Centers for Disease Control and Prevention says that each day 9 people die from distracted driving and more than 1,000 are injured.7
Allow others to respond as they can. Do not send successive follow-up texts or a snarky “Anyone there??” Be aware of the timing of your text. On the West Coast, you may still be at work at 8:00 P.M., but your East Coast business partner who sleeps with his phone next to him will be awakened by your text.
Instant messaging is real-time communication between individuals via the Internet, similar to a private chat room. IMs are practical for internal communication, especially when collaboration is desired. But it is not a perfect solution for everyone. Many find IM intrusive yet do not want to disable it for fear of missing important messages. The rules of good grammar, tone, professionalism, and brevity apply to IMs as they do for all text-based communication.
Do not, generally, send IMs to strangers. Some people do not mind and actually solicit them, but others consider them presumptuous. Ask how someone wishes to be contacted. Use a greeting before launching into your message, and ask if the IM recipient has time to chat.
Use and respect status messages. If someone has set her status as “Do Not Disturb,” then do not disturb her!
Use acronyms carefully. Acronyms are slightly more acceptable with internal IMs, but when in doubt, spell it out.
End an IM exchange with a sign-off. Rather than run the risk of leaving someone hanging, end with a “Thank you” or “It was nice talking with you” message.
Address one point at a time. Wait for a response before moving on to the next point. If your message must be divided into multiple thoughts for the sake of clarity, insert a line break between each thought. For a lengthy exchange, it may be better to ask if the person has time to talk.
When used respectfully and thoughtfully, the company intranet provides an efficient platform for internal communication and collaboration. Employees use the intranet to internally crowd-source ideas and gain feedback on initiatives. Used effectively, the company intranet supports a corporate culture, disseminates information, and enhances productivity.
Learn your organization’s intranet “Dos and Don’ts.” The system administrator may have a formal document and colleagues can also quickly get you up to speed.
Determine if you are ready to have a document reviewed or commented on. In some organizations, once a document is saved on a shared platform, it is fair game for anyone’s comments and edits. Never pass off someone else’s content as your own.
Keep your user name and password secure. Do not store sensitive information, including pin numbers, credit card numbers, and bank account numbers on the intranet.
The ways in which you can communicate and collaborate will only become more sophisticated over time. It won’t be long before holographic telepresence technology allows for in-room communication with real-time, full-motion, 3-D images of colleagues continents away. As technology continues to develop at a breakneck speed, it can seem overwhelming. If you remember to practice the Platinum Rule, you will be just fine.
Text communication will never equal the power of the human voice. Developing telephone skills is time well spent.
Email continues to be the go-to means of business communication. Professionals are judged by their email practices and the content and tone of their messages.
Human beings take precedence over electronic devices. Attached as we are to them, we must look up from and put down our devices.
Professionalism never takes a holiday. Appreciate the speed and convenience of text and instant messaging, but never forget that text-based communication lives forever.