This document summarizes an etiquette webinar presented by Anna Post of the Emily Post Institute and Monika Maeckle of Business Wire on etiquette in the digital age. The webinar covered etiquette topics such as cell phone use, email communication, social networking, texting, and workplace manners. Survey results were presented showing most Americans believe rudeness has increased and many encounter cell phone rudeness. Tips focused on respecting others, effective communication, and maintaining professionalism online and with technology.

1. Etiquette in the Digital Age
A Business Etiquette Webinar
Can’t hear anything? See your personal invite for
phone details or use your computer.
June 24, 2010
Twitter hashtag #bwevents

2. Anna Post
Spokesperson and Author
The Emily Post Institute
anna@emilypost.com
@emilypostinst on Twitter
Monika Maeckle
Vice President, New Media
Business Wire
Monika.maeckle@businesswire.com
@businesswire on Twitter

3. AP/IPSOS Manners Poll
Are Americans ruder 69%
today than 20 or 30 years
ago?
On a frequent/occasional 89%
basis, do you encounter
people using their cell
phone rudely?
Have you used your cell 8%
phone in a loud or
annoying manner in the
past few months?
© 2010 The Emily Post Institute, Inc.

4. Emily Post On Etiquette
Whenever two
people come
together and
their behavior
affects one
another, you
have etiquette.
© 2010 The Emily Post Institute, Inc.

5. The First Rule of Communication
The good communicator
is a good listener.
© 2010 The Emily Post Institute, Inc.

6. Top Communication Guidelines
Be aware if it is public or private.
Proofread: The focus is on your
mistakes.
Pay special attention to proper names:
Buisness Wire
You cannot hide or salvage the poor
ones.
© 2010 The Emily Post Institute, Inc.

7. E-mail

8. Etiquette Quiz
It’s been a difficult week.
Finally, you get home, and in an email you vent to
a friend/co-worker about your boss. The next day
you realize your friend/co-worker has sent you
and everyone else in your office, including your
boss, a reply.
© 2010 The Emily Post Institute, Inc.

9. 5 Tips for Email Communications
1. Let it simmer.
2. Your subject line is your first
impression.
3. Grammar and word choice matter.
4. Be conscious of your voice:
– ALL CAPS
– Emoticons ☺
– Txt msg spk
5. Salutations, closings, and signature
blocks.
© 2010 The Emily Post Institute, Inc.

10. When Words Alone Are Your
Image
In the absence of facial expressions or
tone of voice, interpretation defaults to
the negative.
Don’t use email or IM to avoid a difficult
situation.
Pick up the phone or visit someone in
person if email communication becomes
strained or tense.
© 2010 The Emily Post Institute, Inc.

11. Thank-You Notes
Email, phone call, or
handwritten?
Choose handwritten thank-you notes for:
Gifts, substantial favors, special meals
Major opportunities
Relationship milestones
© 2010 The Emily Post Institute, Inc.

12. Writing Thank-you Notes
Use the date and a salutation.
State your thanks or appreciation,
especially for a gift or meal.
Mention something specific to the
situation or conversation.
Indicate your next actions, if
appropriate.
Thank again and use a closing.
© 2010 The Emily Post Institute, Inc.

13. Cell Phones and
Office Telephones

14. Etiquette Quiz
I was meeting with a colleague in my
office. My phone rang and I
answered it. It was an important
client and I proceeded to talk with
her for the next ten minutes.
© 2010 The Emily Post Institute, Inc.

15. Telephone Etiquette
Respect the people you are with.
Be prepared.
Speak clearly.
Listen carefully.
Identify yourself at the start of the call.
Speaker phone etiquette at your desk:
Close your office or conference room door.
State you are on a speaker phone.
Identify all people who are in the room.
Be careful when using the mute button.
© 2010 The Emily Post Institute, Inc.

16. Etiquette Quiz
What is the number one complaint
that workers identify about co-
workers in a cubicle farm or open
office environment?
Talking too loudly on the
telephone.
© 2010 The Emily Post Institute, Inc.

17. Etiquette Quiz
At an important meeting a cell phone begins
ringing. After the second ring everyone
realizes that it is your phone. You would:
© 2010 The Emily Post Institute, Inc.

18. Five Smart Phone Tips
1. Control it; don’t be controlled by it. Any time that
use will bother others, turn it off.
2. If it must be on and it could bother others, use
the silent ring mode and move away to talk.
3. Inform in advance if you are expecting a call
while with others.
4. Don’t use a smart phone in a meeting.
5. Don’t store confidential information on it.
© 2010 The Emily Post Institute, Inc.

19. Texting Poll
Do you think it’s rude
for someone to text
during a social event?
63% say it’s rude
Sept. 2009 Rasmussen Reports national telephone survey
© 2010 The Emily Post Institute, Inc.

20. You Are The Etiquette Expert
At a recent business lunch, the client
I was with wouldn’t stop interrupting
our conversation to reply to
messages on her phone. She even
took a call from her office at the
table.
Am I wrong to be offended? What
should I have done?
© 2010 The Emily Post Institute, Inc.

21. Social Networking

22. Social Networking Sites
Know your technology.
Treat these pages as public.
Your page is an extension of your image,
both personal and professional.
© 2010 The Emily Post Institute, Inc.

23. You Are The Etiquette Expert
Is it okay to friend a new client on
LinkedIn? On Facebook?
© 2010 The Emily Post Institute, Inc.

24. Workplace Etiquette

25. iPod and Earbud Use
Only use headphones or earbuds to listen
to music if the company policy permits it.
Keep the volume turned down so you
don’t miss calls, and so people don’t
have to shout to get your attention.
Take the buds off when talking to others
(don’t have them hanging around your
neck or, even worse, leave one in!).
© 2010 The Emily Post Institute, Inc.

26. Modern Office Manners
Keep cell phones off or set to vibrate or
silent.
Take personal calls in a private area.
Don’t use email or IM to avoid a
problem.
Keep shared calendars up to date and
include private appointments that affect
work time.
Use salutations, please, and thank you in
emails.
© 2010 The Emily Post Institute, Inc.

27. Thank you!
Anna Post
Spokesperson and Author
The Emily Post Institute
anna@emilypost.com
@emilypostinst on Twitter
Monika Maeckle
Vice President, New Media
Business Wire
Monika.maeckle@businesswire.com
@businesswire on Twitter
© 2010 The Emily Post Institute, Inc.