1. Electronic Etiquette Ann Marie Sabath: Business etiquette : 101 ways to conduct business with charm and savvy, Career Press. Virginia Shea: Netiquette, www.albion.com/netiquette

2. Chris the Intern Chris received an email that was addressed to 42 people in which the writer spent 5 paragraphs talking about how bad the new marketing campaign is. He wonders if this is an appropriate workplace technique.

3. General Business Etiquette (that also applies to email) Treat others with respect. Treat others with respect. Make them feel special. Make them feel special. Don’t waste their time. Don’t waste their time. Don’t be hurtful. Don’t be hurtful. Don’t expect instant replies. Don’t expect instant replies. Respond in a timely fashion. Respond in a timely fashion.

4. General Business Etiquette (that also applies to email) Remember that your words and behavior represent you. Remember that your words and behavior represent you. Your words can be seen by anyone! Your words can be seen by anyone! Write well… Write well…

5. A Bad Example! “Hey babe. Can u believe what a jerk that sales manager is?  i could due a better job in my sleep!!!!!!!!!!!!!!!!!!! OUTRAGEOUS! CU L8R. ”

6. General Business Etiquette (that also applies to email) Behave ethically. Behave ethically. Don’t break the law. Don’t break the law. No jokes or gossip. No jokes or gossip.

7. Workplace Electronic Etiquette A special note about email… A special note about email… Advantages: cheap, quick, efficient. Advantages: cheap, quick, efficient. Disadvantages: potential for misunderstandings! Disadvantages: potential for misunderstandings!

8. Chris Received this Email… “Would you please get me that report…” “Would YOU please get me that report…” “Would you PLEASE get me that report…” “Would you please get me THAT report…”

9. Workplace Electronic Etiquette Managing your email Managing your email You’re responsible for checking it! You’re responsible for checking it! Know the system rules. Know the system rules. Know what and how to keep, discard, forward. Know what and how to keep, discard, forward.

10. Workplace Electronic Etiquette Why send email Why send email To inform; to work toward a goal. To inform; to work toward a goal. Efficiency. Efficiency. Is it essential? Correct? Complete? Is it essential? Correct? Complete?

11. Workplace Electronic Etiquette When to send email When to send email Know your workplace culture! Know your workplace culture!

12. Workplace Electronic Etiquette What to send What to send Keep it brief and work-related. Keep it brief and work-related. Assume the boss will see it. Assume the boss will see it. Proofread, spell check, no ! Proofread, spell check, no ! Use a clear subject heading. Use a clear subject heading. Watch your tone. Watch your tone. Follow salutation guidelines. Follow salutation guidelines.

13. Chris the Intern Chris was asked to send the new policy handbook to his department. He made sure his message was well crafted and professional, and had no spelling or grammatical errors. After he sent the message, he realized he neglected to include the attachment.

14. Workplace Electronic Etiquette To whom to send email To whom to send email Know your workplace rules. Know your workplace rules. Be VERY CAREFUL when addressing emails. Be VERY CAREFUL when addressing emails. Don’t send an email around your boss! Don’t send an email around your boss!

15. Workplace Electronic Etiquette How to send email How to send email Use CC or BC with discretion. Use CC or BC with discretion. Don’t tattle tale! Don’t tattle tale! Don’t cry wolf with “URGENT.” Don’t cry wolf with “URGENT.” Maintain “confidentiality.” Maintain “confidentiality.” PROOFREAD (Career Fair story). PROOFREAD (Career Fair story).

16. General Business Etiquette (that also applies to phone use) Treat others with respect. Treat others with respect. Don’t waste their time. Don’t waste their time. Make them feel important. Make them feel important.

17. General Business Etiquette (that also applies to phone use) Remember that your words and behavior represent you. Remember that your words and behavior represent you. You could be heard by anyone. You could be heard by anyone. Speak well. Speak well. Pretend your boss is next to you. Pretend your boss is next to you.

18. General Business Etiquette (that also applies to phone use) Behave ethically. Behave ethically. Don’t break the law. Don’t break the law. Don’t use workplace resources for personal gain. Don’t use workplace resources for personal gain.

19. Workplace Phone Etiquette Be considerate of others. Be considerate of others. Hold Hold Use it! Use it! Ask first! Ask first! Thank them for holding! Thank them for holding! Speaker phone Speaker phone

20. Workplace Phone Etiquette Be considerate of others. Be considerate of others. Conference call Conference call Confirm prior to call. Confirm prior to call. Provide clear instructions. Provide clear instructions. Connect callers in priority order. Connect callers in priority order. Begin with introductions and close with a summary. Begin with introductions and close with a summary.

21. Workplace Phone Etiquette Be considerate of others. Be considerate of others. Be ON TIME for a phone appointment. Be ON TIME for a phone appointment. Don’t call during busy times. Don’t call during busy times. Don’t answer if you can’t talk! Don’t answer if you can’t talk! Use your message to let callers know if you are in. Use your message to let callers know if you are in. Keep your cool. Keep your cool.

22. Workplace Phone Etiquette Know your responsibilities. Know your responsibilities. Check voice mail 3-4 times per day. Check voice mail 3-4 times per day.

23. Workplace Phone Etiquette Pay attention to detail. Pay attention to detail. Repeat information when taking a message. Repeat information when taking a message. Plan your call before you make it. Plan your call before you make it. Listen to what the other person says. Listen to what the other person says. Leave a specific, brief message. Leave a specific, brief message. Role play: taking a message Role play: taking a message

24. Workplace Phone Etiquette Think about how you sound. Think about how you sound. No CHEWING! No CHEWING! Smile! Smile! Enunciate! Enunciate! Stand up. Stand up. Don’t rush the caller. Don’t rush the caller.

25. Workplace Phone Etiquette Cell phones Cell phones Use them out of hearing range. Use them out of hearing range. Silence the ring. Silence the ring.

26. Chris the Intern Chris is doing very well in his internship, in large part because he’s not afraid to ask questions. What questions do you have?