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Business Etiquette Applies To E-Mail Also, by Marjorie Brody, CSP

Business etiquette encompasses much more than simply knowing how, when, and if to hold a door open for someone. It is increasingly vital to polish and hone your business etiquette skills and knowledge.

One gaffe or misstep could mean losing a huge account or personal embarrassment. With more businesses using the Internet and e-mail, knowing "netiquette" is equally as important - and could make or break a business client/relationship.

1) Watch your words! You may think that what you say is easy to understand, but sometimes words can be misconstrued. Be concise and to the point. This will eliminate the need for phone calls to follow up on e-mails that need further clarification.

2) Don't "flame" people. If you use antagonistic words or critical comments - known as "flames" in cyberspeak - it can hurt people and cause awkward situations. E-mail is not the place to make negative comments. If there is a problem, resolve it in person ... don't have a war of words.

3) Remember, few people like "spam." When sending unsolicited e-mails, make sure that there is value to the recipient, or they will consider it "spam" (Internet lingo for junk mail), and delete it unread. Whenever possible get the recipient's permission or at least ensure that they know the e-mail is coming.

4) Nothing is private. There is no such thing as a private e-mail. Even when a message is deleted, many software programs and on-line services can access messages on the hard drive. Before you click on "send," consider what may happen if the message is read by someone else - like the boss. The general rule of thumb is do not send personal, or confidential e-mails. Better safe than sorry. You certainly wouldn't want a client's secrets revealed.

5) Keep attachments to a minimum. The larger the attachment, the longer it takes to download and the more memory space it takes up in the recipient's computer. Some attachments may not be necessary - the recipient may have it. Lengthy attachments can be faxed or "snail mailed" (using the United States Postal Service).

6) CC Or Not To CC? Just like a regular memo, you may want to send copies of your e-mail to others in the office or other clients as "FYIs." The same guidelines apply about flames and spams.

7) Never assume anything. While you may be an Internet pro, and familiar with the lingo and various emoticons (like the popular smiley face :-) and others), don't assume the recipient is.

Marjorie Brody, Certified Speaking Professional, is an internationally recognized professional speaker, author and seminar leader. She is president of Brody Communications Ltd., a business training and consulting firm in Elkins Park, PA. Marjorie is co-author of Complete Business Etiquette Handbook (Prentice Hall), and four other books on etiquette, presentation skills, and personal marketing. In addition to these books, she sells business videos and audio tapes on improving presentation skills and climbing the corporate ladder. Her newest product is an interactive computer software package on "Creating Powerful Presentations."