Page 112 - How to write effective business English your guide to excellent professional communication by Fiona Talbot

E-mail and instant messaging 101

come in when you see the legend ‘(name) is typing’ before typing
your next question? Many don’t! Then, far from messaging provid-
ing the solution, it creates the problem! It’s just as important to
write effectively in texts and IM as in any other form of writing.
Try one question at a time and allow adequate time for the reply
you need to arrive.
Instant messaging and texting can also create the same sorts of
barriers as other jargon does. LOL is frequently used and can be
taken to mean both ‘laugh out loud’ or ‘lots of love’. Can you see
the problems when abbreviations can perhaps unintentionally em-
barrass people into having to admit they actively don’t like it or find
it inappropriate? They can be equally embarrassed by not under-
standing it – or having to pretend that they do. So tread with care.
Here are some tips to help:

● ● Consider a business user policy that’s separate from your
personal use and which can include status/availability settings
(within the system application you use), and whether you use
texting and messaging for internal and external use.

● ● As part of this policy, consider whether sensitive or negative
information can or should ever be relayed by this method rather
than face to face or by formal notification.

● ● Remember that all written messages can provide an audit trail.
Be professional: project company values and quality – and
maintain reputation (yours and others’).

● ● Work out which expressions have common currency so readers
understand any shorthand you use.

● ● If you do use emoticons and emojis (small digital icons that
signify feelings) only use those that are right for your reader. For
example, the ‘thumbs up’ sign expresses positivity to some
cultures but is offensive to others. Also be aware that not all
devices will display the emoticons yours does.
● ● Keep texting and messaging only for quick response, not for the
detail.