Netiquette Notes
This is Part 2 of Netiquette Notes. The previous Timely Tips focused
on initiating written electronic messages. This issue focuses on
responding to messages sent to you.
Netiquette is the term used to describe this Internet phenomena of
using
electronic forms to facilitate interaction.*
Our objective? Ensuring your email messages help your
communication interactions instead of hinder them. We
acknowledge Lynn Zimmer
for compiling these Timely Tips.
And, as is true with most good communication principles,
these tips may be common sense; the reminders are to make them
common practice.
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It’s easy to get caught in the speed trap of reading and
replying to messages without taking time to "compose" both
yourself and your thoughts. The communication highway of
electronic messaging creates an expectation of an immediate
response. Sometimes we need to move out of the fast lane to
ensure we are efficient AND effective.
Specific tips:
- Pause and
Process
Messages that generate an emotional reaction should not be
responded to immediately. Pause, process and determine if
this is a communication that should be responded in writing
or if its’ time to pick up the phone or visit.
A test: Electronic communication is easily forwarded. I have
many examples of messages – both voicemails and emails/texts
that were sent in error or on purpose that resulted in MORE
emotional response. When reviewing your response, would you
be comfortable if your response was shared with others? If
not, pause again – sometimes it is best to let it sit a
short while.
24 hours is the old standard for response – now within one
workday is considered timely, unless otherwise identified.
- The Gang’s
All Here
Many times I am the recipient of replies that were not
relevant to me and clog my In Box. Often I’m not sure if I
am supposed to take action on something or not if the
message is not just to me. Other times, it would be very
helpful for me to have known what other responses were as
there were additional clarifications or new information that
was helpful before I acted/responded. Before clicking “Reply
to All’ – look at the names on the
distribution list. Do all of these people need your
response? Are your comments appropriate for “all?” If not,
only respond to those who need the information. Sometimes
less IS more.
- Keep and
Delete
With the speed and number of messages, it can be very
beneficial to be able to reference the originating message
with the stream of follow-up messages. It is very
frustrating to have to go back and search for this
information.
To help your senders:
- Keep the original message in the response.
- Use the Subject line effectively. If your response is on the
same subject, leave the Subject Line the same. Many people
prioritize reading their messages and refer back to
saved correspondence by subject line. If you are changing
subjects that may need to be referred to later, change the
Subject line to a more relevant title.
- Delete extra lines and space in the return message: Remove
extra names in the To: line or added disclaimers that do not
impact the message. (This is also applicable to message
forwards.)
- Use the OOO
If your system allows it, use an “auto-reply” when you are
out of the office (ooo) for an extended period of time. Your
response should include when you will return and very
importantly, who to contact in your absence – email address
and phone number.
Avoid crashes as you communicate by watching for these speed
traps. Your receivers will appreciate being in the fast lane
with you!
*Definition taken from
Wikipedia.com
– a source of many current terms.
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Want more information about how our programs and services
might assist your organization in building business results?
Contact Nancy Bleeke at (414) 235-3064 |
