A few years ago, I phoned an editor of a previous book of mine to discuss a complex permissions issue regarding the use of a section of the book in a software product. Instead of an actual person, I reached a recording of Beth in Boston whose voice mail informed me she was on vacation and would return in two weeks. I left a message asking for a return call.
What seemed like fifty calls to fifty people and fifty voice mail messages later, I was back on the phone trying to reach Beth in Boston with little accomplished and a lot of frustration.
While voice mail provides the advantages of speed, freedom, and around-the-clock accessibility, it can also be an endless source of headaches, misunderstandings, poor impressions, and missed opportunities. As with any technology, it is only as good or bad as its users.
When recording a message, leave a brief, current, yet informative greeting. Always include your name, the day of the week and date, when callers can expect a return call, the name and number of a live person who can help them and other numbers where you can be reached, and an invitation for the caller to have you paged if that is an option and if the message is urgent.
Keep instructions short and understandable. If instructions are necessary, keep them brief and uncomplicated, no longer than 15-20 seconds. When giving options, use the "if-then" model, stating the option, followed by the number to press*not the reverse. Not: "Press 4 if you want information on directions." But: "If you want information on directions, press 4."
Don't leave false expectations in your greeting. If you don't respond to your messages "as soon as possible," don't say it in your greeting. If you give instructions or refer to others, make sure your information is correct. To some callers, this could be their first, only, and maybe final impression of you.
When leaving a message, include your name and number before and after your comments. When people pick up their voice mail, they're often caught off guard with unfamiliar names and numbers. Hurried or complicated messages often have to be replayed. And hearing your name and number again at the end of the message offers a speedy second chance.
Always speak distinctly and loudly enough to be easily heard. Resist the urge to mumble or muffle since it seems you're speaking to no one. Spell unfamiliar names or terms. Slow down when delivering phone numbers or statistics, grouping them to make them more understandable. Meeting times, budget numbers, important terms, even simple details can get lost in hasty or unintelligible messages.
In the message itself, be succinct, informative, and action-oriented. Since the average professional receives as many as 50 voice mails daily, make your messages direct and concise. Begin by summarizing your message, then ask for your desired action, elaborating if necessary. By beginning with a summary and requested action then circling back with any details, the most important information is heard first and the details become clearer.
When receiving voice mail, act on messages promptly. Either reply, forward, or delete. You don't like your calls ignored; neither do your callers. If you can't complete the action immediately, return the call to give a progress report. A backlog in your voice mail, like unattended paperwork, only complicates issues and actions over time. Use voice mail effectively and you'll save time, stay well-connected, and improve the efficiency and quality of your work.
Dianna Booher is CEO of Booher Consultants, a communications consulting firm in the Dallas-Ft. Worth metroplex which offers training in effective writing, oral presentations, interpersonal skills, and customer service communications. Dianna has written 35 books, including To-the-Point E-mail & Voice Mail. For more information, call (800) 342-6621.
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