What is an appropriate response time for an e-mail in a business setting?

August 24th, 2009 | Posted in Kudos & Blunders | No Comments

There’s no easy answer. I don’t believe there is such a thing as an appropriate response time for an e-mail, primarily because every business is different and so is each situation. If you run a business that gets about 40 e-mails a day, you may have the luxury to respond to each of them – if you‘re so inclined. But if you work in a department that gets 400 e-mails a day – or you get that many yourself periodically – it’s virtually impossible to respond to some people at all. Unless your company policy dictates that e-mails be checked and responded to on a regular basis, e-mail recipients aren’t under any obligation to respond. Your chances for an immediate reply improve considerably if the subject line is clear and there’s a call to action.

While e-mails might be a widely accepted “non-intrusive” form of communication, we sometimes forget it’s just one tool used in business. Besides people get overwhelmed with e-mails. Instead of getting an attitude, when you don’t get what you consider a timely response, I suggest trying another communication tool – like the phone.
Sharon Christal, a Las Vegas-based publicist, suggests staying focused on the intended goal of your e-mail. For instance, in her world, relationships with media are continuously important for various clients and events. It doesn’t make sense to get emotional about a response – or lack of response. It may jeopardize a relationship. Her advice: Take initiative to follow-up.
“When I’m communicating with someone by e-mail I keep in mind my audience and how quickly I need a response. I recognize the media receives countless e-mails all day long. So if I want to ensure that it’s received, I pick up the phone. If it’s someone that I don’t know well, it’s an absolute.”

At a time when we rely on e-mail more and more as a standard form of communication, it’s a reminder of how important it is to connect with people.“

Is there such a thing as spam on Facebook when small business owners send messages out to their entire network?

August 15th, 2009 | Posted in Kudos & Blunders | No Comments
Tags: , , ,

Yes. Spamming people is a big no-no. There’s no shortage of ways to annoy so-called “friends” on Facebook. Some people tend to overshare, reporting every meal they’ve eaten or weather condition they’ve experienced. It’s easy for business owners to fall into the same category when they send out tons of notices about events or invitations related to their business.

Determining what’s acceptable and what’s not acceptable is not always easy with social networking, primarily because the rules are still being written and people use the sites for different reasons. Lines blur. You should be passionate about your business and personal life. Offering a glimpse of what makes you you, can have business benefits – like strengthening relationships. People like to do business with people they like.

It’s cool to offer an interesting link from a trade publication that moved you. But even then, the key is sending it out only to people who would most likely care. It’s OK to send out a quick note or business related question to your entire network if it’s relevant to a lot of people – or at least won’t be considered a nuisance.

Facebook offers a feature that allows you to create a group for a business concern. But it defeats the purpose when you invite everyone in your network to join. They’re designed as a gathering place to discuss common interests. People can only take so much time from their day. So before you start typing away, ask yourself whether anyone is likely to care about your comment – especially if it involves religion or politics.

Cindy Earl, a business marketing and publicity expert, said what she considers spam -or a nuisance- is when small business owners create events like tele-seminars or workshops specifically to promote their business, and then proceed to invite every single one of their Facebook friends. “It’s a problem because it can be perceived as spam by some of your “friends’ who may have no interest in your topic or event. I see itevery day and it can get quite annoying if you get a lot of these invitations every day. In fact, you risk being “de-friended” and losing the relationships you’ve been trying so hard to build with people online,” she said.

The president of Corner Your Market Cleveland, is a firm believer in getting people’s permission before you market to them. She equates it to adding someone to your e-mail list without their permission. “It’s completely unacceptable… Hitting people over the head with your message is the old way of marketing,” she said.