Time for a new business etiquette
Wed 07 October 2009
, IBM, IBM Nederland B.V.
Doing business is peoples work, whether it concerns colleagues, customers or suppliers. To get into contact with these groups, businesses increasingly use digital aids, such as telephone, internet and e-mail. How should the employee make use of all these new means in 2009? What works and what doesn’t?
How to separate work and private life in a era where employees are increasingly flexible.
In an editorial comment in August, the “Algemeen Dagblad” concluded it is time for a new business etiquette. Based on experiences by its own employees, IBM’s “Social Business Etiquette guide”, attempts to describe this new business etiquette.
Below are 10 tips from this guide.
1. Drink more coffee, instead of e-mailing, chatting or calling.
One can not build a relationship through digital means; personal contact is critical. Every time a “digital-moment” occurs, ask yourself whether this should better be discussed during a coffee break. This is particularly true when it concerns an emotional subject, critic and confidential information.
2. Give proper attention! Mobile internet allows you to be online 24/7 everywhere, including meetings, team lunch and work related social events.
It is rude to be online when others expect to have your undivided attention. Give them priority and put your blackberry aside. If you have to be online, for example in case of urgent family matters (kids), inform your counterpart(s) openly and in a timely manner. At least they understand.
3. Each person has a different working day routine: when does the workday end and the evening start?
Some people continue to work from home, others strictly separate work from home. Do realise that every person is different in this respect and do not impose your routine on others. Discuss your own situation and the other’s always first. If you have contact outside working hours, response time is probably longer.
4. Business chatting is a relevant means of communication: instant messaging allows you to communicate real time with other people who are online.
It is an efficient way to directly exchange information. Ensure that the information is relevant, brief and to the point. Avoid private matters and jokes. Remember that the recipient of a message will be interrupted when the message comes in.
5. Avoid background noises. Increasingly, people call when on the move.
Do not have business conversations in a cafe or next to a lorry. Instead, find a quiet place or postpone the call, in particular when it is a sensitive issue.
6. Avoid becoming too personal in a business chat or blog.
The information remains visible for others afterwards.
7. Limit the “CC” culture: you can easily send a CC to half of the company.
But is everybody interested in this email? Also, are you using the right application (for example: should you not be using messaging instead). And is the email intended to inform (or just to activate someone)?. If not, people could get irritated and it could become counter productive.
8. Avoid “funny” sms’/voicemails/ringtones which do not fit your organisation and position.
Your manager/customer/colleague do not always appreciate sms language (J etc). The same goes for a “Tarzan-yell” ringtone or a personal voicemail. Keep it business like.
9. Be efficient when in a telephone conference or video call:
The opportunites are endless in the current digital age. A clear agenda and a “directive” discussion leader will ensure that a meeting starts and finishes on time, more so if properly prepared by the participants.
10. Present yourself properly, wherever you are:
One recognises a business man or woman through their clothes, the conversation, mobile phone and for example the laptop. Be discreet when for example in a restaurant, do not talk loud on the phone, or even better, go outside (a restaurant is not a meeting room). The way people start thinking about your company might be affected.
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