Business Communication Etiquette

Traveling the yellow brick road of business communication can be akin to walking a tight rope. Emails, phone calls and social media, oh my! 

General Business Communication Information

• Both internal and external communication should be free of sloppy structure, improper grammar, slang, inappropriate verbiage, text speak, industry jargon and acronyms. 
• External business communication, used constructively, can open doors, serve as an introduction and foster business relationships. On the flip side, communication blunders can seriously damage or completely sever any hope of furthering a business relationship.   

• Internal business communication, regardless of the method (company chat, email, text, letters or phone calls) should be clear, concise and to the point. 

Emails

• Everything is rushed these days; however, professionalism should not be one of them!
• Before clicking send, proofread for typos, grammar/spelling errors, recipient auto fill, and make sure attachments are added. Quick Tip: No one want to receive an email reply that begins with the words "No Attachment." Try adding the attachment before typing the email. 
• Subject lines should be short, stating a brief reason for the email.
• Convey the proper tone in an email. Phrases such as, "You need to," "this is not our department," "Why did you.....?" can anger the recipient and inadvertently place them on defense. Watch your writing words!
• Show compassion. Email boxes are overloaded and it can be easy to glance and forget. If you haven't received a reply to an email, resend using the original email. Too many threads result in missed information. Quick Tip: Try using your word processor's color-coded category tool to organize emails as they are received.
• Avoid "Reply to all." ONLY use when absolutely necessary.
• Never use all caps, slang, and/or emojis in a professional email.

Chat Groups & Text

• Avoid using all caps, text speak and emojis.
• Chat group/business texts are not the place to test your comedic prowess.
• Refrain from offensive comments, jokes and inappropriate topics.
• Be mindful when adding people to a group chat or text. Quick Tip: Recent Defense Department error is a prime example. 
• Be respectful.
• Although I understand the reason for chat groups, I personally believe they have fostered a work environment of disconnect. Quick Tip: Set aside time for in-person group meetings. In person group meetings allow staff the opportunity to get to know their co-workers and can help increase company morale.   

Social Media

• Most companies have strict social media conduct policies. Adhere to them!
• Avoid text speak and emojis.
• Share business posts when applicable.
• When your profile identifies your employer, you represent them 24/7. 
• Never connect with someone on social media and then send an email with a sales pitch. Quick Tip: Social media is for connection and sharing tips and information, do not abuse the privilege.

Letters 

• Although digital correspondence has somewhat replaced letters, with the exception of "junk" mail, there are occasions when letters are necessary.  
• Proofread for grammar and spelling. Do not rely on spell check! Quick Tip Example: Their, There, and They're and To, Two and Too.
• Letter content should intrigue, engage and/or invite further contact.
• Add a reference (RE:) line.
• Form letters are ineffective, usually trashed and are a waste of time and money.
• Letters should look professional and be sent using company stationary.  

Phone Calls

• While phone calls are no longer the number one method of communication, there are times when a phone call can quickly answer a question or solve an issue. 
• Be respectful of time. When possible, send a prior text regarding the best time to call.
• Be prepared to leave a brief voicemail for the reason of the call. Quick Tip: Due to the uptick in spammers, few people answer a call from a number they do not recognize.

You never get a second chance to make a great first impression, so take it seriously. 

A great first impression can be the beginning of a long, prosperous business relationship.