Maintaining quality professional relationships in our electronic age can be challenging. With greater dependency on various technologies – cell phones, voice-mail, e-mail, etc. – comes more potential problem areas.

More and more of your clients and prospects rely on their computers, cell phones and aspects of the Internet to communicate and do business. Electronic commerce
(E-commerce) – buying, selling and auctioning products and services on the Internet -- is the fastest-growing component of all emerging technologies.

You need to know how to effectively use all communications and business technologies in order to survive and thrive in the 21st Century and beyond.

Business etiquette savvy now transcends the basics of everyday manners. There are many specific areas of workplace-related technology that professionals need to master, including: voice mail, cell phones, e-mail, and picture phones or VTCs.

If you get someone's voice mail and want to leave a message, remember:

• Never say your message is urgent unless it really is.
• Be specific and concise when leaving a voice-mail message; don't ramble.
• Leave your name and number, slowly, at the beginning and end of your message.
• As with other communication technology, confidential or sensitive information should not be delivered using this medium. You don't know who may have access to the person's voice mail.

If you are relying on voice mail to get your calls because you're busy or out of the office:

• Change your outgoing message regularly so people know when you are available. Be as specific as possible. "I'm out of the office today, but will return on Wednesday, March 3. I will be checking messages periodically."
• Keep your outgoing message brief.
• If possible, leave an alternative name for the person to contact – especially if you are on the road for a long time, on vacation, or not checking your messages from a remote site.
• Don't use voice mail as a way of avoiding people if you are in.
• Don't put voice mail on speaker phone when you are checking your messages, unless you are alone in a private office -- not a cubicle.

There are times when voice mail may not be the best way to convey information. Before leaving a message, ask yourself if this information should be given in person or in writing.

Cell Phone Courtesies
Although they are a vital tool for the busy professional who's always on the road, cell phones can be a nuisance, too.

Just like other modern technologies that make our lives more convenient, there are certain rules to follow concerning the use of cell phones:

• Do not use a cell phone in public places where it will disturb others (meetings, elevators, restaurants, theaters, buses, trains, planes, etc.), or where they can overhear your private information.
• Remember that cell phones aren't always private – other cell phone users may be able to listen.
• It's bad etiquette to call other people on their cell phones without permission – they are charged for use.
• The last point to remember about using cell phones is safety-related. Cell phone use while in a car can be dangerous – to you and others.

E-Mail Etiquette
Electronic mail is quickly becoming the communication technology of choice for companies. The print memo is becoming a relic of offices past.

Whether it's interoffice e-mail or outgoing e-mail, companies can benefit by reduced phone bills and faster resolution of issues. Many times an e-mail can eliminate the need for a meeting.

1. Watch your words! Be concise and to the point.



2. Don't "flame" people. If you use antagonistic words or critical comments, known as "flames" in cyberspeak, it can hurt people and cause awkward situations. E-mail is not the place to make negative comments.



3. Remember, few people like "spam." When sending unsolicited e-mails, make sure that there is value to the recipient. If you don't, they may very well consider it "spam" (Internet lingo for junk mail) and delete it unread.



4. Nothing is private. Never forget that there is no such thing as a private e-mail. Even when a message is deleted, many software programs and on-line services can access messages on the hard drive. Before you click on "send," consider what may happen if the message is read by someone else -- like the boss.



5. Keep attachments to a minimum. The larger the attached document, the longer it takes to download and the more memory space it fills on a recipient's computer. Consider faxing lengthy documents that might otherwise be e-mailed.



6. Or Not To CC? Just like a regular memo, you may want to send copies of your e-mail to others, but most likely, not everyone needs or wants it.



7. Never assume anything. While you may be an Internet pro, and familiar with the lingo and various emoticons like the popular :-) to represent a smiley face, don't assume the recipient is.



8. Check spelling and punctuation. Most e-mail software will locate misspelled words; some also check for grammar. Use these features, if available, and take a minute before you click "send" to review the message.



9. Keep e-mail messages brief. A good policy is to keep your message visible in the "window" that opens when you click on "send new message."



10. Always have a subject line. Most professionals get multiple e-mail messages in one day. To help categorize your message for viewing, always use a subject line. If your e-mail requires immediate attention, your subject line can convey this urgency.



11. E-mails are just like voice mail and other messages. As with any other type of messaging correspondence, if a client, prospect or colleague e-mails you, respond within 24 hours.



12. Program your e-mail account. If you aren't checking messages for a long period of time due to vacation, family-related emergency or technology-related/Internet access problems, let people know.



13. Guidelines To Guarantee a Great VTC (Video Tele-Conference):
    Another modern mode of communicating with clients is through a videoteleconference – a VTC. This offers any remote-based customers another meeting option – they don't have to spend time and money on flights or hotel rooms. And, because of its visual nature, the VTC can be a more personal means to communicate – the next best thing to a face-to-face encounter.



14. Here are 14 pointers:
    1. Always practice your presentation before you go "live." Timing is everything with VTCs, and practice makes perfect.
    2. Don't make random movements; don't bounce around or sway too much. The audience will be distracted from your message and pay too much attention to your movements.
    3. Remember, this isn't TV. Know the technology before you do a VTC (if there is a time delay, etc.).
    4. Make sure your choice of clothing is suitable for a VTC. Ask the technical coordinator for suggestions on fabric, color and fit. This relates to where the wireless microphone will be clipped as well. Certain clothing should be avoided, for example anything white or red and any patterns. Solid colors are the best, including gray tones, slate blue, or navy blue. Other good colors are soft purple, royal blue and middle or dark shades of green.
    5. Be aware of your accessories. Limit your jewelry – don't wear anything that clatters or makes noise. Avoid scarves or "loud" ties with funky patterns.
    6. Send materials to trainees (via your site facilitator) ahead of time. Make sure everyone is at the same level of readiness, with all information needed
    7. Have a backup ready if the screen goes blank. If the technology fails (and it could), each site facilitator should be prepared to teach the old-fashioned way.
    8. Shorter transmissions are better. Segments should be 30 to 40 minutes, otherwise the trainer could tire sooner.
    9. Stay focused. First teach the students there in front of you. The quality of your teaching will be apparent to remote groups.
    10. Work with an audience in the studio if possible. This allows you to get audience reaction and helps to take focus away from the speaker/trainer.
    11. Experiment with different training formats. Your program shouldn't be all lecture. Have role-playing exercises, interaction.
    12. Keep in constant touch with facilitators and remote locations. Ensure that they have all necessary equipment.
    13. Invite more questions and consider doing a roundtable discussion. VTCs are the perfect medium for this; this type of interaction will keep audiences involved and interested in the program.
    14. When there is a speaker, the camera shouldn't stay on him or her. Everyone in the audience needs to know they may be on camera.

Online Communities & News Groups
Internet-based communications will continue to be the largest area for growth.

There are many professional communities online in which your clients – or competition – may be active. Check them out. Search for topics or areas of specialty of interest.

Virtual communities for small business owners and professional women exist, as do career-related sites, and many others. Microsoft offers small businesspeople a forum to learn ideas, new technologies and read how successful entrepreneurs grew their businesses. I also contribute articles to many career and workplace-oriented sites, including an etiquette column for the Small Business pages of BusinessWeek Online.

News groups, or similar discussion forums are another way to encounter clients and prospects – and check out the competition. These forums are terrific ways to network with other professionals who have similar interests and also provide valuable opportunities for market research.

Are you a golf club expert? Look for a group devoted to golfing and related equipment. If there are no such groups, consider starting your own! The sky's the limit with Internet news groups. If you build one, people will come.

Customer Service in Cyberspace
Another area where customer service options are growing relates to the latest ways to improve business transactions with digital payments, and other e-commerce offerings.

Most sites that offer products for sale have order forms or shopping carts to fill out, submit and sit back and wait for product delivery.

By eliminating the "middleman" and opening a "cybershop," companies can offer 365-days-a-year, 24/7 ordering capabilities. Since more people have less time to do business, e-commerce is an ever-increasing popular option. More sites now guarantee secure servers and encryption programs to safeguard your credit card number from being stolen.

E-commerce will continue to grow as a popular business communication technology as it's being refined and fine-tuned.

The savvy business professional stays on top of these business communications media trends and aims to master them. In today's wired, high-tech, fast access world only those who understand and effectively utilize various workplace communication technologies will survive.

This article features excerpts from 21st Century Pocket Guide to Proper Business Protocol by Marjorie Brody, CSP, CMC, PCC.

Article copyright 2005 Marjorie Brody and Brody Communications Ltd. Marjorie is a speaker, consultant and coach to Fortune 1,000 executives. She connects people to their potential by helping them break through the invisible walls of poor communication and strengthen their professionalism, persuasiveness and presence. Marjorie is also author of Professional Impressions … Etiquette for Everyone, Every Day, and more than a dozen other career-related books. She is a recognized media expert whose commentary on workplace/career issues is regularly featured on TV and radio shows, and in newspapers and magazines.

To contact Marjorie or book her as a speaker, trainer or coach, call 800-726-7936, or visit www.MarjorieBrody.com for more information.