Effective Communication Can Expedite Return of Calls, E-Mails

Most of us have a definite opinion about voicemail: Either it’s a tool for the quick exchange of information or it is a rude interruption in the personal aspects of human interaction. But either way you view voice mail, it can be an effective means of communication. Putting these few tips into action will help the recipient of your message to be prepared when they call you back. Seize the opportunity to let the person know you called. Listening to hang-up messages makes you feel your valuable time is being wasted. Don’t waste your time calling back again and again. Simply leave a message. Tell the caller who you are and provide your telephone number, with area code if appropriate. Be mindful that if someone is in another area code they might not realize that you are in a different area code or time zone. Repeating your telephone number is also a good idea. Briefly say why you are calling. Leave pertinent information that will help that person be prepared with an answer when returning your call. This can also serve to trigger your memory as to why you called initially. Always leave your telephone number. If you are leaving information or returning a call, be sure to leave your name and number again. Leaving your number saves the caller the effort of looking it up and increases the likelihood of a return call. Warm greeting or closings can make the interaction seem more personal. Saying, “Hello, this is Sally with Acme calling …,” or “Have a great afternoon” instead of “This is Harry. Call me.” can make voice mail seem less automated. Remember that all equipment fails from time to time. If you do not get a call back in an appropriate timeframe, make another call. Simply leave a message as if it is the first call. If the person was unresponsive the first time, they will know it. Then they will be more likely to call back if they don’t think you are angry at their oversight. While we all appreciate the warmth of a conversation, we must remember that voice mail was intended to facilitate communication, and not to hamper it. Use the tools at your disposal to do your job well. E-mail Years ago, people said that e-mail would take the place of faxing and would reduce long distance bills significantly. But the fax is still used, and we witness price wars on long distance daily. Even so, e-mail is widely used both in business and non-business interactions. E-mail is a great way to record correspondence and to communicate any time of the day without interrupting the other person. It extends to the recipient the luxury of reading and responding at his or her leisure. But some argue that we are too casual in e-mail interactions and that it has caused many to forget the basic courtesies of bygone letters and handwritten notes. Here are a few tips to keep e-mail in courteous and professional: Include the topic in the subject line. This makes finding the e-mail easier at a later date. Address the person you are writing by name, rather than leaping into your purpose or response. Salutations ease your reader into your commentary. Remember to use both upper and lower case. TO READ A NOTE IN ALL CAPS FEELS AS IF SOMEONE IS SCREAMING AT YOU. Generally, e-mail is not the vehicle to relay strong emotion. Reread your e-mail for tone and content. Be sure you are saying what you mean. Remember that the person reading your e-mail cannot hear your voice or see your face. They might read into what you have written and misinterpret what you are trying to convey. Private matters should not be the subject of e-mail correspondence. E-mail can be saved and forwarded. You do not want to write anything that you would not want published or referred to later. Proofread your e-mail for spelling and grammar errors. We all get in a hurry, but what we say and what we write reflects on how well we do our jobs. Tell the recipient that they are worth your best effort by giving a well-written message. Ensure you are sending the e-mail to your intended recipient. Sometimes names in the address list are close to the same, and you want to save time and possibly embarrassment by sending the e-mail only to the person or people you select. Provide your contact phone number and e-mail address after your complimentary close. This is a courtesy that will make it easier for the person to contact you again if necessary. Beth Crosby is the president of Key Partners in Rock Hill. Her training empowers individuals, allowing them to interact with professionalism in personal and written communications. To reach her, call 803-324-5643 or e-mail beth@keypartnerscorp.com.