ALT-3 Using Common Courtesy on Business Emails
Modern technology affords us greater efficiency and effectiveness in the workplace and in our personal lives than ever before. However, it also creates a huge opportunity for miscommunication and misinterpretation of intended messages. This is particularly true for email in the world of business.
Business etiquette has always focused on the importance and value of common courtesy and clear communication. With the advent of email, some of the more structured and formal business rules began to erode while this new technology has had an adverse effect on common business courtesy.
Poor grammar and punctuation
The use of email has seen a significant increase in the poor use of grammar and inappropriate punctuation. Since email is more impersonal than telephone, formal letters, or face-to-face communication, the creator of the email often assumes it is acceptable to rush through writing down his thoughts without giving any consideration to how it is written. The actual format of the email carries a tone in itself and it is important to remember this when preparing an email to a colleague, manager, or client. If you can't take the time to use correct grammar and punctuation, it indicates that you may not respect the recipient of the email.
Unprofessional and slang language
Emails can create tension and difficult situations if they are not worded properly and if they take a more directive tone, vs. a collegial or collaborative tone. There are times when email can be used to provide direction to a subordinate or colleague, but this should be used sparingly to avoid further conflict. It is much easier to tell someone what to do or delegate projects through email rather than having a direct communication. However, face-to-face communication is always better when there is potential conflict or delegation of work involved. Email can serve as a follow-up documentation tool or ongoing communication once the initial discussion is concluded.
The use of slang words and unprofessional terms often creep into business emails and desecrate the overall message being sent. By using inappropriate language or references, emails often create a sense of discomfort, anxiety, and concern for the recipient. It is critical to keep the language of an email at a professional and appropriate level for the intended recipient. And remember that typing in all caps infers that you are yelling at a person. This immediately puts them on the defensive.
Two-way communication
The use of email typically is sent with anticipation of a reply or acknowledgement. Unfortunately, in the world of business, many people have decided that it is not necessary to read their emails timely or it takes too much of their time to reply. This is not only discourteous and disrespectful, but it leaves the other person wondering if the email was received and whether or not any necessary actions requested are being taken to resolve a problem or situation.
Email is a tool for communication in both directions. It is common courtesy to acknowledge receipt of an email and to respond to any requests included within the communication. It is an excellent tool for documenting progress on projects, obtaining approvals for specific requests, and managing a flow of business communication. But it is only effective when all parties involved agree on the use of the mechanism as a viable tool and respect the time and involvement of all other parties.
Performance management
The use of email as a performance management tool has become common practice in some organizations. Notifying an associate of sub-standard performance, failure to meet a project objective, and other performance issues are often communicated in email. This is a poor way of handling employee performance and is deployed as a tool for conflict avoidance. Unfortunately, it is disrespectful and degrading to the recipient of the email who has no way of getting questions answered promptly and communicating openly about how he can improve performance. This is one of the worst uses of email and it should be avoided at all costs.
Professional, high-performing individuals see the value and importance of email as a communication tool in the world of business today. They utilize it as one tool available to them and take time to assess the situation and determine if it is the best tool to use. It cannot replace face-to-face or telephonic communication in many situations and should not be used as a substitute when more direct discussion and two-way exchanges are beneficial.
Since we all spend so much of our day at our jobs and in the world of business, it is important to realize the significance and value of common courtesy and professionalism in all communications. Email is not exempt from the basic rules of business conduct! We should all hold ourselves accountable to a high standard of communication to ensure strong and lasting relationships.
