Reading Part B10

What are these guidelines for?

E-mail: Etiquette Guidelines

Most people know it only takes a few seconds to make an impression, and most first impressions are difficult to change. What most people may not realize is that this rule doesn't only apply to person-to-person meetings. "We are in the age of computers, and e-mail is a huge way of communication, so that could be the first way of meeting a patient," says Hendersonville, N.C. - based Darlene Das, president of etiquette consulting company Today's Etiquette, and a trained surgical technician who specializes in medical practice etiquette.

When it comes to communicating with patients, and even with fellow staff, making a good impression is just the first of many reasons your written — or typed — words are so important. Come across as too cutesy, grammatically inept, impolite, or inappropriate, and your emails could offend colleagues or turn off patients from your practice. Whether communicating with colleagues or patients face-to-face or via e-mail, the same age-old etiquette rules apply. You need to be polite, professional, and friendly. But because of electronic communication's unique qualities, there are additional considerations, from using proper grammar to observing formalities.