by Leo Wiles
22 July 2016
In the past 24 hours alone I have managed to upset my mother, my business partner and two of my children with my lack of time travelling skills. Although ill and in bed by 8pm, it seemed almost as if I had broken a personal news cycle by ignoring texts and emails.
I think society in general is sold on instant gratification and for freelancers, this can mean feeling as if you have to be available 247 (no matter what time zone you’re living in). And it made me wonder about etiquette in general. Just how quickly should you return emails, phone-calls, Messenger alerts and other online message services – in a world that sees a lack of immediate response as discourteous or worse unprofessional? Here’s what I think.
Phone calls – rapid response
Chances are that if someone calls, they’re looking for a timely answer and should not be ignored or put off (if at all practical). When writing, I often have my phone on silent with the vibrate option so I can glance at it and make sure that the school hasn’t called me with a sick child. I won’t, however, answer if I am in the middle of dropping or picking children up, dinner, bath time or some other distracting task, as I feel that’s even more discourteous than calling them back when I can give the caller my undivided attention.
Voicemail / Facebook – thrice a day
At a minimum, check first thing in the morning, lunchtime and last thing before you knock off to return those calls/messages.
Texts / Messenger – within the hour
As a rule of thumb, I only text message people I have a good working relationship with – and I always stick to office hours. Like other working parents, it’s my favourite form of communication, as the other person will check in when they get time and not feel pressured to respond.
Emails – respond within 24 hours
Although I try and clear my in-tray daily, missives can languish in junk or end up at the bottom of a very long pile. So even when I cannot give a detailed answer to their job request I’ll endeavour to respect a client by letting them know that I have seen their email, that I am currently on deadline for another gig and will let them know ASAP.
Postal Mail – respond within five days
Living up to its nickname of snail mail, unless it’s a legal document or a large gift, a handwritten response can be luxuriously given within five working days.
What etiquette tips would you suggest in this digital age?
