E-mail Etiquette

From The Ladders

Face time still counts. Though the ease of e-mail is tempting, be careful not to perform these e-mail etiquette crimes.


Rob Sullivan

The inappropriate use of e-mail and texting is widespread and its
effects are far-reaching. This ethical issue has the power to threaten
the personal and professional development across all ages and
industries if left ignored.

To be clear, I am a firm believer in
technology and the wonderful advances we've made in communication. This
is certainly not an attack on "progress." Instead, what I find
troubling is the degree to which people hide behind electronic
communication in an effort to

• Go about their work lazily


• Insulate themselves from the reactions of others


• Avoid confrontation (though e-mail usually creates it)

You see it at work and you see it on the job search. But it doesn't make it OK.

Lazy letters

A
common example job hunters can relate to is the disturbing frequency
with which companies send e-mail rejections - even after a candidate
has invested several hours (or more) interviewing at the company. When
I speak to people in transition, this is one of the complaints I hear
most frequently. I don't think companies have any idea what a terrible
impression they make on potential employees by taking the easy way out.

What's important to remember for employers and job seekers
alike is that not taking the time to courteously address someone can
and will ruin your name.

Interviewing for potential jobs?
Take time to research how other candidates have been treated. Reach out
to contacts in your network who have had run-ins with representatives
of that company. Or use Google or Glassdoor to find reviews of recruiting experiences.

Unfortunately, job seekers are guilty of this as well.

I
have heard more than a few stories of job hunters who responded to
rejections with scathing e-mails criticizing the process, the company
or both. Even if your feelings are justified, your actions are not. You
have no way of knowing who will eventually see your e-mail and how it
might be viewed. There are at least as many interpretations as there
are people who will read it. Don't take the chance. If you feel you
must respond, take at least 24 hours to cool off before you pick up the
phone.

Insulating yourself from reactions

A
few months ago, I was on a business trip and woke up early to get an
update on the financial markets. Shortly after I tuned in, two popular
anchors started to discuss a large bank deal that fell through when one
bank rescued another and was subsequently outbid by a third. One of the
anchors offhandedly asked a rhetorical question like, "How would you
like to get THAT call in the middle of the night and find out the deal
was off?" Without missing a beat, the female anchor said, "Oh, I
wouldn't have called. I would have texted."

Absolutely horrifying.


What makes it particularly disturbing is the woman's complete sincerity
- as demonstrated by her automatic response. Sadly, she obviously
doesn't see anything inappropriate or she wouldn't have mentioned it to
millions of viewers. This took away from her credibility as a news
source.

If something like a deal falling through can't be
handled in person, for whatever reason, a real-time alternative like
telephone or videoconference may be acceptable. But don't send a text,
e-mail or voice-mail and pretend you are being honest and responsive.
The only acceptable use of an e-mail or text in this scenario would be
a message like this:

"There have been some unexpected
developments we need to talk about at your earliest convenience. This
is urgent. Please call."

Creating confrontation by trying to avoid it

Even
in less extreme examples, it's amazing how the sender's actions -
whether they are motivated by laziness, insensitivity or a desire to
avoid conflict - only serve to escalate the tension. For example, one
of my colleagues, Tamara, recently received an e-mail from a company
that frequently sends her on contract consulting assignments that said
they would be giving some her work to another freelancer. When she
confronted the assignment handler, Barbara, about the disrespectful way
in which the situation was handled, Barbara defended her actions
saying, "That's just how business is done."

That may be how some companies choose to do business, but it's not
good business. If people like Barbara continue to do business this way,
her behavior will almost certainly haunt her next time she finds
herself in transition - if not sooner.

Career Advice from TheLadders

• How to Avoid Making Career-Limiting Moves Online


• Tales From the Career Front


• What Do People Think About You?


• 5 Mistakes That Can Kill Your Job Search

Whether
you are operating as an individual or as a representative for a
company, think - and speak - before you write. Consider how the person
on the receiving end of your e-mails and texts may respond in a given
situation, because your behavior will ultimately impact your
reputation. It probably already has.

---

Rob Sullivan
is an author, corporate trainer, inspirational speaker, and
professional development coach whose passion is helping people
recognize, leverage, and communicate the gold in their backgrounds. Rob
has been a repeat guest on television and radio stations across the
country including NBC, ABC, and WGN. He was also featured in the Wall Street Journal and as a guest expert on Starting Over, a Emmy-winning reality show that airs nationally on NBC.