After receiving numerous e-mails praising our E-mail Commandments articles, it seems that our agent readers can't get enough of this topic.

The number one comment Agent News received from agents is that they got more business by answering their e-mails, and were often told by their new clients that the reason they were picked was because of their courteous and prompt response. Clients were often rudely surprised after attempting to contact "top agents" via e-mail, that these professionals failed to acknowledge the contact in a timely fashion, or even reply at all.

Because your client has contacted you via e-mail you already know that this is an acceptable means of communication. By communicating with contacts by e-mail, you are taking advantage of a medium that is totally democratic. There is no going through a receptionist, waiting on hold, or being put into voice mail. With e-mail, your message is delivered in as little as one to four minutes, and rarely longer. That gives the real estate rookie or tech-geared veteran a distinct advantage - on the Internet all players are equal.

To read other articles about e-mail courtesy go to Agent News back issues, click on Full Text Search, key in e-mail, and the archives will open to reveal other helpful editorials.

Ten Commandments for Electronic Mail Users

I. Check your mail as regularly as you do your voice mail. Ignoring a mail message is discourteous and confusing to the sender, who has no way of knowing if your lack of response is a server problem, or a service problem. By the same token, when you establish an e-mail correspondence, find out how often your recipient checks his or her mail, so you'll have an idea of whether this is the appropriate medium for your message.

II. Answer messages in a timely manner. Even if you don't have the answer to the consumer's inquiry at that moment, let him or her know when you will get back to them with the information they are seeking.

III. Delete messages as soon as they have been answered and resolved to avoid putting a strain on the server. For messages that you want to save, develop an orderly filing system.

IV. Use good judgment by not sending electronic mail that is slanderous, obscene, or in poor taste.

V. Don't edit and re-send a message you have received without acknowledging the original and indicating the changes. It is no different than altering a paper document.

VI. Remember that electronic mail is neither absolutely private nor absolutely secure; the control of a message goes with it to its recipient.

VII. Use the help files to expand your knowledge of electronic mail and its uses. Learn to do attachments so that your receiver will be able to look at what you send in its original form. Sometimes e-mail will substitute question marks for the correct punctuation on documents, and that is the last thing you want if you are sending a disclosure, contract change, etc. over e-mail.

VIII. Not all mail users are proficient at using mail, so be patient and understanding of others. This is a new technology in the scheme of things, and it will take a while for everyone to learn. Remember how confusing FAX machines and cell phones were when they first came on the scene?

IX. Don't send frivolous mail. Like crying wolf, you messages won't be taken seriously even if they are urgent or important. They will sit unread as your recipient attends to real business, and saves your for last.

X. Encourage everyone you know to communicate with you by electronic mail. The advantages of speed, reduction of "playing phone tag," ease of reply and having a record of communication, make it the most time and cost effective means of communication.

Published: August 10, 1998

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