by Marjorie Brody, MA, CSP, CMC

Cell Phone & Voice-Mail Use: Etiquette Disconnect?
By Marjorie Brody, MA, CSP, CMC

The ability to connect almost anywhere with anyone has made cell phones an extremely popular communication medium - especially with sales reps whose offices are on the road and in their car.

For the same reason, voice-mail is a key communication technology for pharmaceutical reps - many times it's the method with which they communicate with doctors and other health care professionals. And, reps also rely on voice-mail to keep their accounts up to date with where they are and how they can be reached.

Cell phones and voice-mail are two vital communication technologies for sales reps and other professionals. So, it's important to address how these technologies can be abused, and the consequences of such misuse.

Be Careful You Don't Misuse Your Cell Phone!

Although they are an important tool for the busy rep who's always on the road, cell phones can be a nuisance, too. The proliferation of cell phones was the biggest communication-related nuisance of the 90s - users with little or no manners. This situation is continuing into the Millennium, and will keep increasing until users start practicing some common courtesies.

Everywhere you turn, someone is speaking into a cell phone or one is ringing. It's gotten so bad that you can't even enjoy a nice evening out in a restaurant without hearing a phone ring or unintentionally overhearing another dinner patron's conversation.

There are also increasing safety-related concerns over cell phone use, as more people get into accidents when driving and talking on them. More states are considering - or have passed -- legislation to ban hand-held cell phone use while driving.

It's obvious, then, that people's tolerance levels toward cell phone abuse is falling.
So, what can be done? Educating users that the rules of communication etiquette and common sense also apply to cell phones.

Just like other modern technologies that make our lives more convenient, there are certain protocols to follow concerning the use of cell phones:

• Do not use a cell phone in public places where it will disturb others (doctors' offices, meetings, elevators, restaurants, theaters, buses, trains, planes, etc.), or where they can overhear your private information or confidential company statistics.

A 1999 recent survey of 2,628 Americans cited in USA Today and conducted by SBC Communications (owners of cell phone companies Pacific Bell Wireless and Cellular One) stated that 86% of people said using a cell phone over dinner is a breach of etiquette. Another 88% said it would be inappropriate in a meeting, and a whopping 96% said cell phone use during a movie is poor manners.

• Remember that cell phone lines themselves aren't always private - other cell phone users may be able to listen on the same channels. Sensitive client or personal information should not be discussed over a cell phone.
• It's bad etiquette to call other people on their cell phones without permission - they are charged for use.
• The last point to remember about using cell phones is safety-related. Cell phone use while in a car can be dangerous. Country singer George Jones can attest to this. He was lucky enough to survive a bad accident that happened because he was on the cell phone and lost control of his car.

  Strategies for Effective Voice-Mail

  Companies in which phones are the business lifeblood usually have voice-mail systems. Voice mail is often viewed as a necessary evil - companies can't afford to hire additional employees as phone operators.

  For sales reps, voice-mail is also incredibly important to their daily routines. It's equally as important then, that they use this communication technology properly.

  Here are some tips for effectively using voice-mail.

  If you get someone's voice mail and want to leave a message, remember:

• Never say your message is urgent unless it is.
• Be specific and concise when leaving a voice-mail message; don't ramble.
• Leave your name and number, slowly, at the beginning and end of your message.
• Remember, as with other communication technology, confidential or sensitive information should not be delivered using this medium. You don't know who may have access to the person's voice mail.
• If you have the option, always listen to your message before sending it - you may want to rerecord it if it's not clear.

If you are relying on voice mail to get your calls because you're busy or out of the office:

• Change your outgoing message regularly so people know when you are available. Be as specific as possible. "I'm out of the office today, but will return on Wednesday, March 3. I will be checking messages periodically."
• Keep your outgoing message brief.
• If possible, leave an alternative name for the person to contact - especially if you are on the road for a long time, on vacation, or not checking your messages from a remote site.
• Don't use voice mail as a way of avoiding people if you are in.
• Don't put voice mail on speaker phone when you are checking your messages, unless you are alone in a private office.

There are times when voice mail may not be the best way to convey information. Before leaving a message, ask yourself if this information should be given in person or in writing.

Although modern technology makes our lives easier - cell phones included - it never is an excuse for poor manners. Perhaps the best plan here is to default to social etiquette - remembering what your parents always said: "Do unto others as you would have them do unto you."

Article copyright 2002 Marjorie Brody and Brody Communications Ltd. Marjorie Brody, MA, CSP, CMC, is president of Brody Communications Ltd. in Jenkintown, PA, where she helps individuals and corporations achieve their potential by strengthening their professionalism, persuasiveness and presence. Marjorie has presented to more than 1,000 audiences, and is the author of 15 books, including Help! Was That a Career Limiting Move?, Speaking is an Audience-Centered Sport, and Professional Impressions...Etiquette for Everyone, Every Day. She has appeared on CNBC several times, Fox-TV, Oxygen Network, and been quoted in The Wall Street Journal, Washington Post, USA Today, People, Glamour, BusinessWeek, Fortune and many other national publications. Marjorie can be reached at 800-726-7936, or by visiting www.BrodyCommunications.com or www.MarjorieBrody.com

Article copyright 2003 Marjorie Brody and Brody Communications Ltd. Marjorie Brody, MA, CSP, CMC, is founder and fearless leader of Brody Communications Ltd. in Jenkintown, PA, and an executive coach. She helps individuals and corporations achieve their potential by strengthening their professionalism, persuasiveness and presence. Marjorie has presented to more than 1,000 audiences, and is the author of 15 books, including Help! Was That a Career Limiting Move?, Speaking is an Audience-Centered Sport, and Professional Impressions...Etiquette for Everyone, Every Day. She has appeared on CNBC several times, Fox-TV, Oxygen Network, and been quoted in The Wall Street Journal, Washington Post, People, BusinessWeek, Fortune and many other national publications. Marjorie can be reached at 800-726-7936, or by visiting www.MarjorieBrody.com. To sign up for her free quarterly newsletter, go to www.BrodyCommunications.com.

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