Q: Our company recently installed a new telephone system which, for the first time, gives all employees a single line that includes voice mail. I've grown accustomed to leaving voice mail messages for others, but all of a sudden I need to make it easy for callers to leave messages for me! We were given instructions including sample lead-ins, but are there any unwritten rules or proper etiquette tips for voice mail?
A: Many larger companies have used voice mail for years, but smaller organizations are realizing the benefits in terms of efficiency. Since you have the benefit, it is wise to maximize its use. Here are some suggestions:- Keep your message current. Most people prefer to change it daily, giving up-to-date information and assuring callers that messages are checked frequently. Some update their introductions if they are going to be away from their office for more than a few hours.
- Provide the option of speaking to a live person. Many individuals are still uncomfortable with voice mail and will refuse to speak. This is their choice and we need to provide an alternative.
- Program your phone to answer after only one ring when you will be away for more than an hour. This saves your caller time.
- Call yourself periodically and listen to your own message. Do you sound inviting or monotonous, excited or bored? Practice until your message sound relaxed and comfortable.
- Most importantly, return all calls as quickly as practical.
Q: I completed a job application which included a space requesting the name of a person to contact in case of emergency. I thought it was illegal to ask such a question prior to employment. Am I wrong?
A: Not long ago, an emergency contact person was routinely requested on job application forms. However, providing this could easily lead to disclosure of personal information such as marital status or national origin which, according to the Civil Rights Act, cannot be asked or used in making employment decisions. Since the job application form is a major tool used in hiring decisions, emergency contact information should not be requested.
However, all employers should have an emergency contact person for every employee. Most employers now utilize an employee information form which is completed after the hire during new employee orientation and includes general personal information which is then entered into the employer's database.
Employers must keep abreast of employment law issues and the danger of ignoring them. We routinely see forms and documents which are out-of-date and blatantly illegal based on employment laws which have been enacted over the past decade. Make sure that you are in compliance!