As promised back with my postings.
External communication for me means communicating with other parties outside your company staff circle. It does not really mean that if you have offices in two or more different geographical locations, and you need to communicate hence it falls under External Communications. Though the locations are different still the company is the same.
Medium of Communication used for External Communication
Emails: Emails lately have become the heart of external communications, however its a noticeable fact that it has also been misused as medium to send a message and then relax, "thinking my job is done". Many a times I have had experiences where some colleagues, coming and saying to me, "I have already sent you an email". For me email needs to be the medium to communicate, where parties are at different geographies (different times zones), means to record, summarize and convey the discussions held including those who were not able to participate. Emails are also a good medium to draft down thoughts for future reference.
However for external communication, emails play an important role, as it can be considered as an official evidence of communication. Even some standards recognize emails as standard means for record keeping.
While using emails for External communication it is very important that the message conveyed is absolutely clear. What should be the email content.
A. The name or the group of people the email is addressed to (Ultra important), make sure only those people are in the "To:" list.
B. Email Body: covering every aspect of the message. Should not keep the reader guessing. You can have the reader put off by the following.
D. Your name, designation if applicable and other means of communications as to in case you need to get hold of.
It is important to understand that the proper use of emails elevates yours and your companies reputation.
Phones (landline/mobile phones): With more and more facilities being made available to bring the world together. There has been an increasing growth in people using voice for communication. There are many facilities readily available to have a group of people talk to each other. There are facilities available where people can communicate as well as view each other across geographies. This is why it is said "The world is getting smaller..."
Few things to be taken care of while on phone:
A. Greetings: Very Very important specially if you are a customer facing person. KNOW THE GEOGRAPHY OF THE PERSON YOU ARE SPEAKING TO, and greet accordingly. I have had experiences where a colleague from India is calling a US counterpart. Time Evening India time Morning US time, and the person saying "Good Evening....".
B. Introduction: When on the phone introduce yourself starting with your name, your designation if applicable, and the people with you (if there is a group).
C. Points of discussion: Always remember all the people, around the Globe are tied by time. We have to respect everyone's time, hence it is very important to list down the points of discussion and the probable time that will be taken. This ensures that everyone is on the same page (Yes I know, someone will say I had written an email already, about a week ago). Give everyone a fair chance, just that somebody might have had a bad day, or may not have understood what you have written.
D. Speak and Listen: Its important to listen as it is important to be heard. Language, dialect, pronunciation, and use of correct words, play a critical role, as when a voice call there are few chances that the person is able to see you while you are talking (Unless you are using 3rd Generation voice-cum-video conferencing). Let the other person finish everything he or she has to say. If you have to say something note it down and then express or say after the other party is done. If, and IF you HAVE to interrupt, excuse yourself for the "BREAK-IN".
E. Closure: Proper closure of the call is absolutely necessary. It can be the Summary of the call, Points or actions for the future. Most importantly everyone spend a fair amount of time discussing, this time must be valued, hence expressing gratitude is very important.
SMS: A big NO NO! Not an official communication medium unless it has some meaning to it, like an intimation. You CANNOT say, "...but I SMS U the udder day.. U 4get to get bck 2 mi on dis..."
Last but not the least, it is an important fact that whatever is communicated must be known to certain level of peers or management at all times. Remember we are talking about "A Company". Hence it is as critical that facts are circulated as per the needs at all times, as, if one day you call in sick (While watching a movie with your Girl Friend or Boyfriend whatever the case maybe), your colleagues, peers or Management are fairly aware if the other party wants any information or wants more discussions, in your absence.
Cheers! Thats All for today...
Next Post: Business Level Problem Solving or Issue Resolution
External communication for me means communicating with other parties outside your company staff circle. It does not really mean that if you have offices in two or more different geographical locations, and you need to communicate hence it falls under External Communications. Though the locations are different still the company is the same.
Medium of Communication used for External Communication
Emails: Emails lately have become the heart of external communications, however its a noticeable fact that it has also been misused as medium to send a message and then relax, "thinking my job is done". Many a times I have had experiences where some colleagues, coming and saying to me, "I have already sent you an email". For me email needs to be the medium to communicate, where parties are at different geographies (different times zones), means to record, summarize and convey the discussions held including those who were not able to participate. Emails are also a good medium to draft down thoughts for future reference.
However for external communication, emails play an important role, as it can be considered as an official evidence of communication. Even some standards recognize emails as standard means for record keeping.
While using emails for External communication it is very important that the message conveyed is absolutely clear. What should be the email content.
A. The name or the group of people the email is addressed to (Ultra important), make sure only those people are in the "To:" list.
B. Email Body: covering every aspect of the message. Should not keep the reader guessing. You can have the reader put off by the following.
- Using SMS kind off lingo (pls, rvrt, CU, Laterz.... the line goes on)
- Using incomplete sentences or statement
- Using context of other talks of discussions where not relevant.
- Using exaggerated statements to make things look bigger (never think that the reader doesnt know anything)
- Loads of Grammatical and spelling mistake.
- Worst! addressing the email to the wrong people (always check the recipients before sending)
- And that is not required at all, including as many people as you can or know of to be on the email loop.
D. Your name, designation if applicable and other means of communications as to in case you need to get hold of.
It is important to understand that the proper use of emails elevates yours and your companies reputation.
Phones (landline/mobile phones): With more and more facilities being made available to bring the world together. There has been an increasing growth in people using voice for communication. There are many facilities readily available to have a group of people talk to each other. There are facilities available where people can communicate as well as view each other across geographies. This is why it is said "The world is getting smaller..."
Few things to be taken care of while on phone:
A. Greetings: Very Very important specially if you are a customer facing person. KNOW THE GEOGRAPHY OF THE PERSON YOU ARE SPEAKING TO, and greet accordingly. I have had experiences where a colleague from India is calling a US counterpart. Time Evening India time Morning US time, and the person saying "Good Evening....".
B. Introduction: When on the phone introduce yourself starting with your name, your designation if applicable, and the people with you (if there is a group).
C. Points of discussion: Always remember all the people, around the Globe are tied by time. We have to respect everyone's time, hence it is very important to list down the points of discussion and the probable time that will be taken. This ensures that everyone is on the same page (Yes I know, someone will say I had written an email already, about a week ago). Give everyone a fair chance, just that somebody might have had a bad day, or may not have understood what you have written.
D. Speak and Listen: Its important to listen as it is important to be heard. Language, dialect, pronunciation, and use of correct words, play a critical role, as when a voice call there are few chances that the person is able to see you while you are talking (Unless you are using 3rd Generation voice-cum-video conferencing). Let the other person finish everything he or she has to say. If you have to say something note it down and then express or say after the other party is done. If, and IF you HAVE to interrupt, excuse yourself for the "BREAK-IN".
E. Closure: Proper closure of the call is absolutely necessary. It can be the Summary of the call, Points or actions for the future. Most importantly everyone spend a fair amount of time discussing, this time must be valued, hence expressing gratitude is very important.
SMS: A big NO NO! Not an official communication medium unless it has some meaning to it, like an intimation. You CANNOT say, "...but I SMS U the udder day.. U 4get to get bck 2 mi on dis..."
Last but not the least, it is an important fact that whatever is communicated must be known to certain level of peers or management at all times. Remember we are talking about "A Company". Hence it is as critical that facts are circulated as per the needs at all times, as, if one day you call in sick (While watching a movie with your Girl Friend or Boyfriend whatever the case maybe), your colleagues, peers or Management are fairly aware if the other party wants any information or wants more discussions, in your absence.
Cheers! Thats All for today...
Next Post: Business Level Problem Solving or Issue Resolution
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