Phone and Email Etiquette
  Etiquette Basics
  • Know your audience
   • Choose an appropriate tone
   • Do not be overly familiar with those you don’t know well
  • Always identify yourself
   • Use both your first and last name
  • Use proper grammar and standard English
  •Be polite
   Phone and Email Etiquette
  Phone Etiquette Basics – Voicemail Greeting
  • Listen to your greeting
   • Is the content appropriate for all users
   • Do you clearly identify yourself?
   • Does your voice convey the right ‘brand’ or image?
   Phone and Email Etiquette
  Phone Etiquette Basics – Leaving a Message
  • Enunciate and speak slowly
   • Repeat both your name and contact information
   • Speak at a reasonable speed and clearly indicate why you are 
   calling
  • If using a cell phone, make sure you have good reception
   Phone and Email Etiquette
  Phone Etiquette Basics – Responding to a Message
  • Check messages at least once per work day
  •Respond promptly
   • Return all professional calls within 1 business day
  • If you will be out of the office or unavailable for an 
  extended period, use a vacation greeting
   • Provide contact information for someone else who can assist 
   with urgent needs
   Phone and Email Etiquette
  Email Etiquette Basics – Sending Email
  • Choose an appropriate email address for professional use
  • Include a relevant succinct subject line
  • Begin each email with a polite salutation
  • Close each email respectfully 
  • Use proper grammar, paragraphs and standard English
   • No slang, emoticons, or IM language
  •Do NOT indiscriminately use ‘Reply all’, ‘cc’, ‘bcc’