Internet article: E-Business and Virtual E-tiquette

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My business brings me into contact with people all around the globe, and generally speaking, we never get a chance to meet one another face to face; yet important bonds are forged between author and editor, client and writer, and I have to say, that it is not only a source of real pleasure for me to connect with people the world over, it is also a source of pride. It means that I’m doing something right.

At least, I hope so.

I put a great deal of stock in what I would call virtual etiquette. If there are rules of civility that govern our daily lives in offices and other public places, then so too must our virtual spaces be governed by these same guiding principles.

For example: if your team leader said hello to you in the corridor or a colleague waved to you from across a room, would you ignore them by not responding? Of course not! If a client leaves a message on your cell phone or a friend writes a letter, you reply. If a customer asks you a question, you respond. The same goes for the virtual world of communications—it’s nice to be acknowledged.

I handle each incoming e-mail very much aware that a human being is behind the technology. Since they can’t see my face or hear my voice, it becomes ultra important to let them know that I received their message and read their query.

Conversely, I can’t hear or see them. I like to know that they have received the files, documents or e-mails that I sent. When you send an e-mail, it really is the high-tech equivalent of a message in a bottle. You hope that the bottle is retrieved at the other end, and read by friendly, sympathetic eyes.

I make the effort to respond to each e-mail individually. Sometimes it is necessary to read between the lines in order to answer properly. It takes some time, but it’s not impossible. The effort you make to respond to a person is rewarded many times over, believe me. It really is the first step to building trust. Yes, I do believe that you can build business trust in the realm of the virtual. I experience it every day.

How can a client feel they can trust me via bits of electronic data and pixels on a screen? It’s in the acknowledgement. A communiqué received, an explanation, a suggestion or an idea shared—in fact, every word chosen can help the other person know you are “there” and that you respect them.

So here are some (10) practical tips for building trust and a good working relationship across cyberspace:

Web-based businesses are electronic entities. But we are all human beings behind the controls. We can decide how we choose to act and react in cyberspace just as we do in the rest of our lives. So, use technology for business—just remember there is a human on the other side of the screen, not just a keyboard. Be a high-tech humanist! It’s worth the effort. And it’s not just about social rules either. It’s about treating each other as people, first and foremost. The trust follows.

Victoria White is a professional editor and writer, and the founder of The Virtual Writer (Canada). http://www.thevirtualwriter.ca Copyright 2007 Victoria White