Think Twice

Perhaps my acquaintance leans towards over-cautiousness, but he does have a point: E-mail messages that currently seem harmless can be passed around and hauled out later, and used to build a case against the corporation that engaged the people who sent them. When you are about to send a message which spreads a rumor, includes comments that belittle a client, or passes on a fact that could be damaging to a client’s reputation, think again. In view of what could be dragged out from the darkness into the harsh light of a courtroom, a whispered conversation with the co-worker you intended to send the e-mail to could be a safer option – provided your colleagues doesn’t squeal.

Off The Record

It’s fine to have a disagreement on record, if the argument is based on what is factual and objective. Such disputes can be informative and help companies improve on processes. But if the argument descends into name-calling, uses “facts” from gossip circles, or raises information that is confidential (even if true), beware of conducting it in any recordable medium. Even gossiping about something that is factual, but still confidential, can be built into an accusation that one company failed to be a trustworthy partner to the other.

Remain Objective

Keep e-mail messages, memos and taped conversations objective. Omit personal opinions that could be taken as defamatory or insulting to other parties. If you are absolutely bursting to tell a trusted colleague exactly what you think of that pain-in-the-butt customer, save it for lunchtime, and keep your voice down. You don’t want to have to admit many moons down the road to a lawyer that you were the one who sent that damning message to your entire department, which now helps to prove that your company could not have fulfilled its agreement to provide the customer with the best support if its staff were mocking that same customer and calling him a moron.

As A Rule…

Never insult any client or business partner even in a private e-mail to a co-worker.

If a discussion gets heated, back off and couch your thoughts in objective terms.

Even if you are ready to leave your present company, communicate professionally about all its customers – if word gets around that you like to gossip about clients, few other companies will trust you with theirs.

When in doubt, refrain and rephrase.

If you must spew, do it face-to-face, and only with co-workers you trust.