Transcript Real Estate Coalition Update and Action Plan

Coalition Corner:
Business training tools for HR staff, real estate licensees and
other service professionals in the relocation and real estate industries
E-mail Etiquette
*Many tips and suggestions compiled courtesy of www.emailreplies.com
© 2005, Employee Relocation Council/Worldwide ERC® Coalition
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Program objectives
• This program supplements an editorial feature
in Worldwide ERC®’s Mobility magazine
• This segment will:
– Review some of the ways in which e-mail is
used in relocation transactions
– Provide a number of “dos and don’ts” when
it comes to using e-mail as a business tool
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Introduction
In any given relocation transaction, many people can be in touch via e-mail:
• HR professionals
• Real estate licensees
• Relocation management company counselors
• Appraisers
• Home inspectors
• Household goods shippers, and, of course,
• Transferees!
•
Individuals have different skill and comfort levels with technology, and
different communication styles
•
Add in multiple time zones, regional customs and industry practices, and
it’s easy to see why a few generally accepted e-mail guidelines are
necessary
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A few general suggestions…
Regardless of what industry you represent:
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Handle the initial meeting with any new contact or client in
person or by phone (personal touch), then follow up with e-mail
(opportunity to reiterate facts and put expectations,
requirements, service orders, etc. in writing)
Clarify up-front if the other party prefers e-mail, phone, or fax
communications, and be mindful to adhere to those preferences
Check e-mail and voicemail messages regularly and reply as
promptly as possible
As relocations can create high stress and emotion, keep in mind
that many times, a phone call is better than an e-mail
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E-mail Etiquette…
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Be brief (sentences of 15-20 words or less)
– Use short paragraphs and blank lines between each one
– When making points, number or mark them as separate
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Answer/pre-empt questions
– Double check to be sure you’ve answered all questions, and try to pre-empt
further ones
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Use the spell-checking option and remember to proofread
– Not only do mistakes give a bad impression, it’s also important to convey the
message properly
– E-mails with no full stops or commas are difficult to read, and can sometimes
even change the meaning of the text
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Make it personal
– E-mails should be personally addressed, and include customized content
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E-mail Etiquette…
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Answer swiftly
– Preferably within the same working day or within at least 24 hours
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Be careful with attachments
– Can annoy recipients and even bring down e-mail systems
– Only send those that are productive and relevant, and try to compress them
whenever possible
– Always check for viruses!
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Don’t overuse high priority
– It tends to diminish functionality
– Even if a message has high priority, it comes across as slightly aggressive if
flagged as such
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Don’t write in CAPITALS
– IT SEEMS AS IF YOU ARE SHOUTING!
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E-mail Etiquette…
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Leave the message thread
– When replying, include the original mail by using the “reply” button
vs. the “new mail” option
– Saves the recipient time and frustration in looking for related e-mails
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Take care with abbreviations and emoticons
– Generally not appropriate for business e-mail
– Abbreviations such as BTW (by the way) might not be understood
– Same goes for emoticons, such as the smiley :-)
– Rule of thumb: if you’re not sure whether your recipient knows what
it means, it’s better not to use it!
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E-mail Etiquette…
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Be careful with formatting
– Recipients might not be able to view it, or might see different fonts than you had
intended
– When using colors, make sure it’s easy to read on backgrounds
– Be aware that your recipient might only be able to receive plain text vs. HTML
•
Do not discuss confidential information
– Personal, confidential information is best left out of e-mails when possible
– When unavoidable, ensure the transmission is secure
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Use meaningful subject lines
– Try to use a subject that is brief, but descriptive, and meaningful to you and the
recipient
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E-mail Etiquette…
And finally…
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Never send or forward e-mails containing libelous, defamatory,
offensive, racist or obscene remarks
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By sending or even forwarding such material, you and your
company risk not only offending a client, but also legal implications
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