Effective Communication Etiquette

Are you navigating the complexities of communication with best practices and leveraging technology to elevate your professional interactions?

Tools like texting and social media have made it easy to stay connected, but they’ve also brought challenges. Miscommunications, misunderstandings, and even reputational damage can arise when we don’t communicate thoughtfully. As a business owner, I’ve seen how these issues play out firsthand—and I’ve learned how critical it is to approach communication with professionalism and care. Let’s talk about the etiquette of modern communication—covering texting, email, phone calls, and social media—and how you can use each method correctly. After this post, you may need to consider the possibility of making some changes to be more updated and professional in your use of technology. 

Texting

Texting is fast and convenient, but it’s often misused in professional settings. Here’s why I think it should be limited to quick updates like appointment reminders only, unless you’re using a software system designed for texting that stores and tracks messages, that is a different story. But using a cell phone "business number" to send texts directly? Sorry, but that is just bad business practice. It really blurs the line of professionalism and is a big reason why our industry struggles to be seen as progressive. Let’s set the standard higher and keep our communication tools professional.

1. Impersonal and Cold: Without tone or context, texting can come across as curt or unprofessional. Even a simple "OK" might sound dismissive.

2. Easily Misinterpreted: Text messages lack the nuances of verbal communication, leading to misunderstandings or hurt feelings.

3. Blurring Boundaries: Texting clients or employees outside of work hours can feel intrusive. Maintaining work-life balance is key to professionalism.

4. Sending to the Wrong Person: I’ve seen it happen—a text meant for someone else accidentally sent to the wrong recipient. It can lead to awkwardness or even legal issues. Always double-check before hitting send.

5. No Emojis, Please: Emojis might seem harmless, but they are so unprofessional in a business context. Keep your messages clear and straightforward.

6. Lazy Communication: Let’s be honest, texting has become an easy fallback and it is no substitute for a real conversations. If you don't like phone calls, email. Critical matters like calling out sick or requesting time off should always be done via phone call, followed by an email for record-keeping.

7. Spelling and Punctuation: Stop with the slang and LOLs! Use your words and punctuation. I’m eye-rolling at all of you using this as adults. Friends and family? Fine. But not with employers, employees, or customers. Keep it professional to maintain respect and credibility.

Best Practice: Reserve texting for simple updates. For meaningful conversations, choose email or phone calls. Professional texting etiquette shows respect for the recipient and your business. 

Email

Email remains a cornerstone of professional communication. When used properly, it’s an excellent tool for detailed and thoughtful exchanges. However, it’s more than just typing and hitting send—it’s about making an impression that reflects your professionalism and thoughtfulness.

1. Clarity is Key: Start with a clear subject line that immediately conveys the purpose of your email. In the body, avoid long-winded explanations. Instead, structure your email with bullet points or numbered lists to make it easy to read and understand.

2. Proofread and Polish: Nothing screams unprofessional like typos or grammar mistakes. Proofread every email, and if it’s particularly important, have someone else review it. Tools like Grammarly can help, but don’t rely solely on them—your tone and message matter, too.

3. Professional Tone: Even in emails, tone can be misinterpreted. Avoid sarcasm, and be careful with exclamation points. They can come off as overly casual if overused. Always aim for warmth without losing professionalism. DON'T USE ALL CAPITALIZATION! (I didn't want to scream this out at you.)

4. Use a Signature: Your email signature is part of your branding personal and business. Include your name, title, and contact information, and keep it consistent. 

5. Timeliness Matters: Respond to your emails promptly, within 24 hours if possible. This shows respect and professionalism. If you need more time, acknowledge the email and let the sender know when they can expect a detailed response.

6. Attach with Care: When sending attachments, ensure they are correctly named and easy to identify. Mention the attachment in your email body to ensure the recipient doesn’t miss it.

Best Practice: Email is ideal for sharing important information or having thoughtful discussions. By following these professional email etiquette tips, you’ll build trust, demonstrate competence, and ensure your communication is effective and respected.

Phone Calls

Phone calls might feel old-fashioned in today’s digital age, but they remain one of the most powerful tools for professional communication. When used thoughtfully, phone calls can accomplish what emails and texts often cannot.

1. Establish Personal Connections: There’s nothing like the warmth of a human voice to convey sincerity and build rapport. A phone call can bridge gaps and make the recipient feel valued.

2. Resolve Issues Efficiently: When misunderstandings arise, nothing beats the immediacy of a phone conversation. Instead of waiting hours or days for email replies, a call can provide instant clarification and resolution.

3. Show You Care: Taking the time to call demonstrates genuine interest and effort. It signals to clients, employers, employees, or colleagues that their concerns are important to you.

4. Handle Sensitive Topics with Care: Certain discussions, such as providing feedback, addressing conflicts, or sharing important updates, are best handled over the phone. These conversations benefit from the nuances of tone and the ability to address questions immediately.

5. Plan Ahead: Before making a call, have a clear idea of what you want to discuss. Jot down key points to ensure you cover everything without wasting time.

6. Be Respectful of Time: Start by asking if it’s a good time to talk. If it’s not, schedule a time that works for both parties. Respecting someone’s time is a hallmark of professionalism.

7. Always Follow Up: After a significant phone conversation, send a quick email summarizing key points or next steps. This ensures everyone is on the same page and provides a written record.

Best Practice: Use phone calls strategically for moments that require personal connection, clarity, or immediate resolution. They’re an investment in building trust and fostering professionalism in your relationships.

Social Media 

Communication is the backbone of any successful interaction. By choosing the right method for each situation, you can foster stronger relationships and protect your reputation. Limit texting, craft thoughtful emails, make meaningful phone calls, and approach social media with care.

Every interaction is an opportunity to build trust and show your professionalism. Make every word count—online or off.