“Information and communications technology unlocks the value of time, allowing and enabling multi-tasking, multi-channels, multi-this and multi-that.” – Li Ka Shing***
We live in a technological world. We no longer restrict communication to mailing letters through the post office and calling someone on a desk or home phone. We barely even use fax machines anymore. We now have email, cell phones, texting, social media, video conferencing and more. When leading others, not only do leaders need to know how to utilize these technologies but we also need to know how to demonstrate the “proper use” of them as well, meaning etiquette.
We need to demonstrate these things while instructing others on how to govern themselves in each area. I have seen some of the tackiest behaviors from some very high level leaders at the most inopportune times. Please don’t be one of those individuals. While some of it is common sense, some may not be so intuitive for some. Either way, we can all do better.
Here are just a few straight forward tips to help in the technological journey…
When emailing, keep these things in mind.
- Response – It is best to respond to business emails sent directly to you within 24 (business) hours; this does not apply to solicitations and marketing emails.
- Use the Subject Line Wisely – be precise and professional and try to give a clear title that describes the content of the email
- Make Your Message Clear – make things clear with full sentences and little or no colloquial terms and phrases (no slang). Email is not texting so this is not the venue to use abbreviations and urban shortcuts, not to mention the fact that some have taken to creating their own terminology that no one understands anyway. Leave the stark abbreviations for texting and social media. Emails are for written paragraphs and clearer messages. Think of it this way, we may send emails to the CEO but rarely would most of us be texting the CEO, so write like you’re emailing the CEO.
- Length – since it is clear, concise elaboration, it should be longer then one line but not two pages long. If it is longer than a paragraph I like to aim for 1/2 a page or 3/4 of a page at the most. If it is moving towards a 2nd page, you need a meeting! If you are using the email to outline steps in a process, put the process in a well formatted attachment and you can still keep the email brief.
- Only CC When Necessary – everyone need not receive your emails, nor is everyone interested. CC stands for Carbon Copy. You use this option to send a copy to individuals who are not directly involved in the topic of communication but who need to be aware of the information being shared. If they need to respond or are directly involved in the project or process they should be included in the “To” section.
- Reply All – should be used by those who are listed in the “To” section. Technically these are the people who should be replying to the email. If you are in this section, reply to acknowledge receipt or to answer questions posed. Everyone in the “To” category should receive your answer. If you have something less then kind to say about someone in the group, do that off line, not to everyone.
- Mind Your Manners – Keep in mind that tone and intent can easily be lost in an email. If your message is sensitive or could be easily misunderstood, pick up the phone. Never use all caps and a bunch of exclamation points in your email. There is really no need to use exclamation points in a business email. Periods will suffice.
- Make it Easy to Read – As one should do with written pages in general, don’t be afraid to break up the page and create more white space by putting spaces between paragraphs and using bullet points.
Texting
What I love most about texting is that it allows me the option of responding when I get the chance and to give thought to my responses. If I am in the middle of adulting I can respond without the concern of being interrupted, which almost always happens when people try to talk to me on the phone. I literally have to plan a phone call but I can respond to a text on an impromptu basis.
- Timing – Do Not read or write texts while talking with someone else or while in a meeting where information is being shared and discussed. Why? It’s rude. Check your phone during a break or after the meeting or discussion ends. If you have a pending emergency, like Mom is in surgery and you’re waiting for an update or your wife or daughter could go into labor any minute, then put your phone on the table (on silent), where you can see a text or call from family and excuse yourself when that communication comes through. You can inform the person facilitating, or inform the individual or group at the start of the meeting, if appropriate, that you are expecting notification on a family emergency. Don’t do all this, then step into the hallway to have a non-emergent conversation with someone else. Integrity is everything. Guard it.
- Response Time – it is not really appropriate to wait 24 hours to respond to a text. It happens sometimes when people are unable to respond when they first read the text but then forget to respond later. Try to avoid this, particularly with those you do not know well. Friends and family may be more forgiving but try to show them just as much respect.
- Timing – If you are not texting a friend or family member, avoid sending texts outside of business hours or on weekends. If by chance you find you have to, make it quick and don’t ask for much. When they answer, don’t keep the conversation going. Say thank you and be done. You may be infringing on special family or personal time.
- Proofread your texts before sending – make sure it makes sense and also that autocorrect did not make some unnecessary or inappropriate changes. I sent a text to an employee once and did not catch the autocorrect changed a word to “kiss” so part of the content of my message included “kiss you”! It was a female employee who was more of a colleague than a subordinate but it was still embarrassing.
- Length – Texts are meant to be brief and to the point. Abbreviations are allowed but use those that tend to be fairly universally understood in the texting world or are standard abbreviations used in any setting. This helps shorten the length of the text. Lengthy texts may not be a problem for individuals with whom you are close and who don’t mind reading and responding to them. I know that I can send close friends, my sister and a few close cousins a long text but I also know that if I send a long text to my daughter or my husband they will call me to ask me what it says. They just won’t read it.
Mobile Phones
In a world where landlines are slowly becoming a thing of the past and cell phones are becoming the common means of telephone contact, we still need to keep some things in mind. Cell phones are much more personal than landlines. I’m not sure why I feel that way, maybe because we carry them on our person nearly all the time and it is with these phones our closest family and friends can reach us when in need. As more and more of us eliminate the extra costs of a landlines, we now have those who are not close family or friends who have our cell phone numbers. I personally have found more and more odd numbers coming through on my phone. There was a time when I only gave the number out to close contacts, not for business purposes or shopping perks programs etc. but somewhere along the line I gave it to one too many who would not otherwise be able to reach me, i.e. doctor’s office, some app verifications and voila here come the strange calls. My point here is to be mindful about giving out your cell phone number.
A few more tips:
-
If you have a business you might consider having a virtual number that comes through on your cell phone so you can discern the difference in calls so you don’t ignore business calls and are not compelled to pick up personal spam calls. Some phone carriers have gotten better at labelling spam and telemarketing callers as they come through but not all and not always. Some virtual phone numbers are without charge and others cost a nominal monthly fee.
- Keep your voice down – If you feel compelled to yell into the phone when you speak, try using the earbuds and mic that come with most phones. Everyone does not need to hear your conversation, nor do they want to. If that doesn’t help, you may need to keep conversations to a minimum until you are in a private setting.
- The ringer can be adjusted – It is not necessary to keep your ringer on at all times. Put your phone on silent when at work, at church, conducting business, at the bank, in meetings, in restaurants at the dinner table and anywhere else where it will be an interruption.
Video Conferencing
- Dress appropriately – if it’s a business video conference wear casual business attire, i.e. a dress shirt. Do not wear a sweat shirt or t-shirt. Position the camera to show your upper body only… and not too close please. Comb your hair, if you have any. Ladies, it is perfectly appropriate to put on makeup, if that’s what you would normally wear in public.
- Background – Make sure whatever is behind you on screen is appropriate and neat. Others in the meeting do not need to see the laundry basket full of dirty clothes or the pile of dirty dishes on the kitchen counter. It doesn’t hurt to be creative and arrange the bookshelf so the most attractive arrangement of the shelf is what shows or the background is pleasantly decorated with a plant or flowers positioned in an otherwise neat, clean environment.
- Eating & Drinking – Do not eat on camera and if you have a drink, use a cup with a straw. If it is a hot drink, one with a lid is better. People don’t want to see your face swallowed up by a large mug. If you are the speaker on camera you are bound to the cup with a straw. No tipping up of cups on camera for an audience to watch.
- Getting Started – If you are the presenter, especially if you are the sole presenter on camera, do all of your preliminary putzing BEFORE the camera goes live. There is nothing worse than tuning into a video conference or streaming conference and watching the host drinking coffee, rearranging things and acting as if they are preparing breakfast for the family but casting a pleasant, occasional smile towards the camera while they are waiting for people to log on. Come up with preliminary conversation, instructions and welcome for this waiting period and avoid the awkward novice activity.
Hopefully these tips gave you a few new ideas for technologically savvy leadership, even if you have no idea what you are doing. It’s a journey. As soon as we master this list, there will be a new list to tackle. It’s OK, we’ll get through it together.