Communicating in the #WorkingWorld
AgCareers.com Career Success Kit
There are several factors which contribute to effective communication in the workplace. However present-day communication is done primarily online through email, social media and instant messaging, so what rules apply in this digital working world? The AgCareers.com staff has answered some questions pertaining to instant messaging, texting and email etiquette for the workplace.
Instant Messaging (IM) Etiquette:
Is it appropriate to talk about things other than work with coworkers while instant messaging?
If it is not gossip and it is not distracting from your work, it can be okay to chat about other things as long as those exchanges are limited and kept short. If remote working, chatting through instant messaging can be the only way to communicate with coworkers some days and it can be nice to hear about what is going on outside of work. Rule of thumb - do not type anything in an instant message that you wouldn’t have spoken out loud.
Should you send emojis to your boss or coworkers?
To your boss, it depends on your relationship with them and how formal they are. With your coworkers, so long as they are appropriate emojis it should be just fine. An emoji can help better express the context of your words.
In general, do the same rules of texting apply to instant messaging? Or are there differences?
Instant messaging tends to be more relaxed, but the same rules of proper spelling and grammar still apply. Similar with texting, if an instant message is long, opt for email or a phone call. Also, do not rely on it for emergencies.
What should you instant message verses email? How do you determine when to send an email instead of sending an instant message?
Quick, easy to answer questions are appropriate for instant messaging. So are questions that you’d like to “talk out” at that moment. Email should be used for lengthy messages, those that need more explanation – where the person can think before responding. Also, in cases where a record of the exchange would be helpful or as a means to send and secure the information sent to be saved.
If an instant message goes unanswered is it appropriate to call or email as a follow up?
If it is urgent, yes. If it is something that can wait, be patient. Sometimes the other person may have someone in their office, be on the phone, or be engrossed in a project and simply can’t answer.
Text Messaging Etiquette: Should you be on your phone throughout the day?
Regarding cell phone policy at work, talk to your supervisor or refer to your employee handbook. There may be a policy against sending personal texts unless there is an emergency. Most workplace cultures tend to be lax on these guidelines, but if you do send personal texts to your significant others, family, or friends during the day, keep conversations to a minimum so you do not disrupt your productivity. Be sure to set it to silent or vibrate only so as not to disrupt your coworkers.
Should you bring your phone into meetings?
Unless you are expecting an important text regarding your immediate family, leave your cell phones behind during a meeting. Show those around you that your focus is on your work at that time.
What language is appropriate for texting your boss or coworkers?
Text them as you would email them, for the most part. Let them know who you are when texting them for the first time. Use proper grammar and spelling. Don’t use emojis or slang unless you have a relaxed relationship already. Respond within 24 hours. Refrain from texting after hours unless very urgent.
What topics are appropriate for texting your boss or coworkers?
Think of who might see your texts if they are away from work. If it’s more confidential, write an email instead. Be respectful of their time and be professional, even if they are not professional back. In instances of emergencies, it may be best to call them, such as if you are meeting for a dinner engagement and are running late, or if you need to cancel. Remember to keep business text conversations polite, professional, and minimal.
Email Etiquette: What’s a professional way to start an email?
Include a greeting line that is friendly and goes along with the tone of your email. "Good morning/afternoon" is a safe bet. Save "hey" and other less formal greetings for your close friends. "Dear" can be too formal for email and should be reserved for letters.
In a continuing email conversation when do you stop including a greeting?
If the conversation is internal (between coworkers) it can be ok to stop using a greeting as the conversation continues. When communicating with people you haven’t met or other external stakeholders, it is recommended to always include a greeting. Sometimes tone can be difficult to assess through email and a simple, "Hi Carrie", resonates politely. A good rule of thumb is after the 2nd exchange you can stop including a greeting if you feel that is appropriate.
In a continuing email conversation when do you stop using a closing?
Again, after the 2nd exchange – so by the 3rd exchange. It really just depends on who you are communicating with, but a simple "thanks" to close the email never hurts!
Does the timing between received emails determine if you should include a greeting and a closing?
If you’re not replying within the same day, it is suggested to include a greeting and closing. If there is an ongoing repeated response, drop off the greeting and closing after the 2nd exchange. Always address with a salutation beginning and end if more than a couple days have passed between exchanges.
Is it appropriate to send an email before 8:00 am or after 5:00 pm? What about different time zones?
If the expectation is that you are always available, then you need to respond regardless of time. However, many organizations strive to promote a work/life balance with their company culture and discourage employees from working outside of normal hours. People may include in their email signature what time zone they are in to make people aware of how that may impact response times. Ultimately, people can control their access to their email. Typically, it can be appropriate to send an email outside of hours if you have been unavailable prior in the day and are catching up, knowing the client is waiting on a response. Then the reply is available at their first opportunity to look at their email.
Is it appropriate to send an email when you know the person is on leave?
If they are out of the office for a work trip, it is acceptable to send emails. Just know the reply time may be delayed and don’t get impatient. If they are out of the office for personal reasons, really try to keep email to a minimum. Too many workers have work guilt when they are on vacation and check their email and feel like they need to respond. While that’s on them, try to help them relax by not blowing up their email. If you do send one while someone is on vacation, include that you do not need a response/action while they’re away.
After how many emails should you make a phone call? Is there a certain length at which an email becomes ineffective and you should call the person rather than sending an email?
A lot of people are happy to exchange via email but if the topic is complex, there is a misunderstanding, tension, or urgency, these may be times that a phone call is necessary. If there is a problem to be solved and several emails aren’t getting you anywhere, it would be best to ask the other person if there is a time that would work to discuss over the phone. If your email seems really long and has a lot of information in it, close it with an invitation to schedule a time to talk through it to ensure all the information is understood.
Each office setting can vary and depending on the work environment you are in the communication guidelines may be different. If you feel that you are still unsure about some of the questions, discuss them with your supervisor. It never hurts to find out what their specific expectations and policies are.
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