12.4: Telephones, Voice Mail and Fax

Telephones, voice mail, and fax are key tools for staff communication, so we’ll review some of the common courtesies associated with using this equipment. Different systems have different features, so check out your manual for all the bells and whistles. Here are some basic guidelines.

Telephone Protocol: Answering the Phone (Do ... )

• answer the phone on the first ring and in the way you would like to be called after identifying the organization.
• be pleasant and professional-you are representing your organization, as well as yourself, when you answer the phone.
• introduce everyone in the room if you are on a speakerphone-callers may object to the lack of privacy.
• put the radio and TV on hold until you’re off.
• speak clearly, keeping your lips about 1 inch from the mouthpiece. Good posture or standing while speaking) will also improve your vocal quality.
• have a pencil, a memo pad, and your directories within easy reach.
• adjust your speaking tempo to match the other person’s to establish instant rapport.
• ask if someone else can help if the person isn’t there.
• take a number and call back instead of putting them on hold if you are finding something.
• give the caller the phone number before you transfer the call.
• allow the person initiating the call to bring it to a close.
• record important conversations, especially those that result in a decision, in a memo for record and place it in a file.

Telephone Protocol: Answering the Phone (Do NOT ... )

• transfer an angry caller. Listen carefully, never interrupt, and ask questions that require more than a "yes" or "no." Take notes and let the caller know; this shows you’re interested and are willing to help.
• put the phone over your chest to put someone on hold—your voice goes over the wires loud and clear-use the "hold" button.

Telephone Protocol: Making the Call (Do ... )

• have your act together. Organize your thoughts and make notes before you place a callespecially if you’re representing your organization, seeking help or information, calling long distance or talking to someone more senior in rank.
• call during core hours (0900-1100 and 1300-1500) to reduce phone tag. What’s their time zone? When will they return?
• identify yourself and your organization before asking to speak to
• be pleasant and professional.
• ask if the person has time to talk, but you need to keep it as brief as possible.
• record important conversations in a memo for record and place it in a file.

Telephone Protocol: Making the Call (Do NOT ... )

• put the phone over your chest to put someone on hold-your voice goes over the wires loud and clear-use the "hold" button.
• be the source of someone else’s problem; courtesy works wonders in both directions.

Voice-mail Protocol (Do...)

• record the message in your own voice.
• identify yourself and your organization.
• check your system regularly.
• return all messages as quickly as possible.

Voice-mail Protocol (Do NOT ...)

• leave amusing messages on an official system.
• leave personally identifiable information (PII) on voice-mail.
• assume your voice-mail is a substitute for answering your phone.

Voice-mail Protocol: Out of Office

If you will be unavailable for an extended period, set up your voice mail to be mindful of coworkers by going to voice mail on the first ring and being helpful to callers by identifying whom they can contact for assistance in your absence: "This is SSgt I am away from my desk. If you need immediate assistance on [topic], please call MSgt at DSN 555-1234.”

FAX Protocol (Do ... )

• make it readable: use Times New Roman and 12 points or larger font
• number your pages.
• protect your document by ensuring correct receiver information is entered.
• use black and white.
• use a fax when you cannot get someone to return your call, including a short explanation, deadline to return your call, and a "Thanks for your time."
• send a return cover sheet with complete return address to encourage a quick reply.

FAX Protocol (Do NOT ...)

• send a legal-sized document unless you know it can be received.
• send personal, confidential or financial info unless you know it will be protected.
• use italic and thin-faced font types. It looks ragged and makes it difficult to read.

This brings us to the end of the general rules and principles for using electronic communications. The following glossary may be of use to those who are new to electronic communications or those wishing to look back on these terms in the future.

SUMMARY: To summarize this chapter in a single sentence, good face-to-face manners extend into the electronic media realm and these manners are captured by the Computer Ethics Institute’s "Ten Commandments for Computer Ethics," below.

The Ten Commandments for Computer Ethics

1. Thou shalt not use a computer to harm other people.
2. Thou shalt not interfere with other people’s computer work.
3. Thou shalt not snoop around in other people’s files.
4. Thou shalt not use a computer to steal.
5. Thou shalt not use a computer to bear false witness.
6. Thou shalt not use or copy software for which you have not paid.
7. Thou shalt not use other people’s computer resources without authorization.
8. Thou shalt not appropriate other people’s intellectual output.
9. Thou shalt think about the social consequences of the program you write.
10. Thou shalt use a computer in ways that show consideration and respect.

SOURCE: http://computerethicsinstitute.org/publications/tencommandments.html. Used in accordance with guidance from the Computer Ethics Institute.