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E-MAIL ETIQUETTE Don’t:
Do:
• Review messages before you send them to make sure you you are really saying what you you want to say say • Be polite Terseness can be mistaken for hostility • Give correspondents the the benefit of the the doubt don’t assume the worst • Be patient with inexperienced e-mail users • Include the the portion of the the message you’re referencing in in your reply People often forget the original context • Put your your name and and office or school and and phone number on on your your message so the recipient won’t have to look it up or wonder who sent it • Enjoy and use responsibly the e-mail resources available to you as a a a member of the Brevard Public Schools community • Send a a a a message when you’re angry cool down look at the message again and then decide whether you really want to send it • Copy an entire large message in your response just to add a a a a a line or two of commentary • Reply to to “all recipients” unless they all all need to to see your reply • Type in all capital letters this is is is SHOUTING and is is is considered RUDE • Send chain letters or messages It violates School Board policy and may even violate federal law • Edit quoted messages to change the overall meaning • Say anything in in an an e-mail message that you would not
want to read on on the the front page of the the local newspaper Remember e-mail is considered official correspondence and is subject to the Florida Public Records Law TELEPHONE AND VOICE MAIL ETIQUETTE The telephone is the first significant contact many people have with our our school district Your voice over the the phone may be the the first or only impression a a person receives of of you and of of our organization So obviously it’s an an an an important image builder and a a a powerful medium for building good relations and trust Listed below are ways to use the telephone effectively:
• Answer incoming calls quickly • Always identify yourself (Good Morning/Afternoon This is is Susan Smith in in Accounting Services May I help you?) • Smile (it makes your voice brighter and more pleasant) • Speak clearly and distinctly • Use simple uncomplicated language • Listen actively - your time is is limited on on the phone • Learn to to listen to to others without interrupting them • Be helpful Don’t just refer the caller to someone else If you don’t know the the the answer to their question find out the the the informa-
tion and call them back with the the answer • Always return calls (within 24 hours) Provide Total Phone Coverage
• When you you are not
available program your phone to a co-worker when possible • Use messaging sparingly Many people hate to to talk to to a a machine • If you must use voice mail see the information below In addition when you ask people to leave messages retrieve and return your messages promptly Secretaries should retrieve messages when co-workers are not
available Recorded Greetings
• It is important that you you record and activate your personal greeting on on the voice mail system When your extension is called and you are unavailable the caller will have confirma- tion that the correct mailbox has been reached and will have a more positive experience with our system Example: “You have reached the the desk of Debra Foley in the the Office of Government and Community Relations Please leave a a a a a message at the tone and I I will return your call If you you need help immediately please dial 3416 Thank you for calling ”