E-Mail or Phone?

Written By: John Hoxsey
Certified Master Loan Processor (CMLP)

I wish all of my communication could be done via e-mail, but there are times when it is just not appropriate. I would prefer to respond to every client and every situation through e-mail. I feel as if my workflow is interrupted when I have to pick up the phone and talk to someone.

If you are dealing with a sensitive topic or something that is confidential, a well-placed phone call is a much better idea. In these circumstances, too much can be misinterpreted by the reader.

In fact, even a well thought and friendly e-mail communication can come across differently than you intended, simply because, people aren’t hearing your tone of voice or seeing your body language; they are just reading words, and therefore, those words can be interpreted differently by everyone. There are a lot of psychological reasons behind this, which I won’t get into here. But, I believe that sometimes we just have to pick up the phone. How do we know when the phone is a better idea? Usually when the situation is most uncomfortable.

I have sent out “policy” e-mails in the past in what I perceived as the friendliest of tones, only to find out later that I ruffled many people’s feathers. In the business world, a friendly joke can be perceived as heavy sarcasm.


E-mail should be a great tool for improving our workflow. I love it when I have my morning quiet time and my in box goes from 400 e-mails down to 50. Every time I am able to reply I feel as if my workload gets lighter and lighter. I feel completely ahead of the game when I do not have any unread or un-responded e-mails in my in-bin.

A good e-mail policy for etiquette should be adhered to at all times. E-mail is great for communicating conditions and for anything schedule and list oriented.

The following are some key points from an article, which I think is an invaluable reference for e-mail etiquette (please click on the link for the full article and detailed explanation of each point):

http://www.emailreplies.com/

1. Be concise and to the point
2. Answer all questions, and pre-empt further questions
3. Use proper spelling, grammar & punctuation
4. Make it personal
5. Use templates for frequently used responses
6. Answer swiftly
7. Do not attach unnecessary files
8. Use proper structure & layout
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral
31. Don't reply to spam
32. Use cc: field sparingly

Using these email techniques will not only make your communication more clear and concise, but it will speed up your operation and will ultimately make your in-bin more organized. Plus you will project a much more professional and polished company image.

However, we all need to pick up the phone sometimes, especially when the situation is a difficult one, and emotions are on the rise. That old-fashioned phone is still a very important and necessary tool for good business.

Remember - Your reputation is your business.

Happy Processing!!!

About the Writer. As one of NAMP's volunteer writers, John Hoxsey is currently a NAMP member in good standing and is a NAMP Certified Master Loan Processor (CMLP). If you would like to become a volunteer writer for NAMP, please email us at: blog@mortgageprocessor.org.