Western Communications Protocols - Requirements
In most so-called ‘1st World
Countries’ – the Internet has become the preferred
mode of communications between: (a) business people (b) consumer
to business. The reasons are simple: lengthy communications can
be done swiftly – there is a written record of the communication
and all responses.
Email - is to the West
– what cell phone txting is to the Philippines.
Since almost all e-commerce companies
you will be working on will be Western – you need to learn
what will be expected of you when working with other Team members.
If you don’t communicate promptly and productively –
no one will want to work with you.
Adapting good (electronic) communications
skills is a matter of practicing new habits. Specific
email detailed protocols vary from company to company –
but generally incorporate the following basic principles:
Email
Response Time -
When you are working at a computer - most companies require staff
to keep their email system OPEN at all times. You minimize
the email program – but are notified each time when you
have ‘new’ mail. You can then take 30 seconds to read
the email and determine the needed response time – either
‘immediately’ - or ‘later’.
If you are not working at a computer
most times of the day (or night) – you need to check your
email and respond at a minimum of once in the morning
– once at night. People are waiting for answers –
they don’t like to be kept waiting very long. If you
can’t or won’t respond in a timely manner –
they will find someone else who will.
Acknowledge the Email Sender’s
Communication – Even if you don’t know the
answer to their inquiry – REPLY. For example: “Received
your email – I’ll find the answer”. That way
the sender at least knows that you received their email.
Subject Lines –
You should always take the extra half-minute to rewrite
the Subject Line to accurately reflect the contents of
your message. Don’t just blindly click ‘reply’.
If you are dealing with a volume of email on a daily/hourly basis
– it becomes frustrating and time wasting to sort though
a list of emails with Subject Lines that all say for example:
“Question”. Be very specific in your Subject Line
as a courtesy to your reader.
Number Your Emails in the
Subject Line – When you initiate an email about
a specific subject – number your email #1 + the
Subject Line Title. The replier (if properly trained) –
will number their reply #2. If you again reply - your
next email would be numbered #3 – and so on. The purpose
of the numbering system is to let each party see the sequence
of the emails on that topic.
Copies to Different Parties
– When an email comes to you that had copies to other parties
– when you reply – send copies of your email to the
other parties so they can also follow what’s happening.
Next to your “Reply” button, there is typically a
drop down that contains a command that says “Reply
ALL”.
Copy the ‘Complete
Message’ in your Reply. There is a command in your
email system that asks if you want the “complete original
message copied” in all of your replies (a default setting).
Say “YES”. The entire message will then be pasted
into your reply. You then type inside the original copy
after each paragraph - so you are certain to address each point/topic/question
of the writer. You don’t have to try and rely on your memory
– because the complete message is in front of you as you
respond.
DOUBLE CHECK your Reply
before sending. Take the extra minute to reread what
you have written for: clarity – spelling – grammar.
When you send a sloppy reply, readers think you are sloppy –
unprofessional. If you are responding to a customer on behalf
of a company – remember your reply is the impression
of the company.
IM (Instant Messenger)
/ VOIP (Phoning Via the Internet)
Some e-commerce companies also offer
a choice of Instant Messenger type Customer Service and/or Internet
Voice Service. You should use only if you have an excellent speaking
voice.
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