Technology continues to change the world we live in, evident in ways as disparate as the impact of social media on the Arab spring, or the announcement of the birth of the young prince, HRH Prince George Alexander Louis of Cambridge. 

Although it may seem as if everyone is using the Internet and has a mobile phone, the reality is different, according to a report on technology trends by Mary Meeker, the Kleiner Perkins Caufield & Byers partner.  In 2012, the number of Internet users worldwide was up 8.8% to 2.4 billion.  With 7 billion people in the world, that's about 34% penetration.  The country with the fastest growing internet use is Iran, where users increased by 205% last year.  Only 11% of India's population was using the Internet during the same time period.  There are about 1.5 billion global mobile Internet users, up from 1.1 billion last year.  China saw mobile Internet access surpass PC access in the second quarter of 2012. 

While the use of technology is on the rise around the world, these new tools haven't come with a playbook to guide us on their proper use.  Etiquette experts are often playing catch-up with societal trends, and this area is a perfect example.  Consensus about how to use these tools politely in business or socially is still evolving.  Even when a standard protocol is established, the rules of engagement for the Internet, mobile phones, e-mails, emoticons, Facebook, etc. can vary significantly by culture.  For example, in some countries, e-mail communication is a bit more formal than what is acceptable in the U.S., and Americans are often criticized by their European colleagues for taking calls, checking e-mails, and texting during lunch.  You must do your homework in this area when preparing to work in today's global market.

The Internet is where the 34% of the world who have access go for information, and that number continues to increase. That is why I am proud to announce that we've been working on a long overdue new website for Garza Protocol Associates, LLC.  Our goal is to make it a resource you will turn to often for protocol and etiquette information.  You will be receiving a special announcement in the coming weeks as we go live. 

Sonia Garza-Monarchi 

Garza Protocol Associates, LLC.

Ask the Protocol Lady: 

What are the rules for using today's technology: e-mail, social media and cell phones?   

I have to admit that I, the Protocol Lady, have been pushed into using much of today's technology, and am still learning how to make the best use of these tools.  However,  I've been observing the impact and effect technology has had on business and social interactions from the very beginning, and it hasn't always been pretty.  I have watched perfectly well-mannered individuals do the rudest things while on their phones, send inappropriate e-mails and tweet or post offensive comments.   Just because one wasn't given etiquette training as a child about the use of the Internet does not mean that no rules apply to using it.  The basic principles of common courtesy and respect must always be our guides, even as we look for the best ways to leverage the new technologies entering our daily lives. 

Here are just a few tips that might help you polish your reputation for politeness, savoir-faire, and charm:

1.  Never send an e-mail or post anything online that you wouldn't want your mother, boss, or anyone else who matters to you, to see on the front page of your local paper with your name on it.  If you don't know by now after watching all of the political scandals, today nothing is private and nothing is permanently deleted. 

2. Mobile phones: I don't care who you are, I really don't want to hear about your divorce, medical procedure, or what you had for lunch.  Moderate your volume and move away from people when you must make or take a call in public.  Unless you're a chief of state or first responder, most of us don't need to be plugged in 24 hours a day, 7 days a week. 

3.  It is not ok to fire, quit, break-up or communicate any seriously bad news via text or e-mail.

4.  The general rule is that when you are in the presence of a real, live, breathing human being, that person should have priority over communicating with someone who is not present. So, don't check your phone during meetings or meals, unless it's a true emergency or business requires it.  If that's the case, explain up front and apologize in advance.  

I would welcome your favorite do's and don'ts for technology use, as well as any examples of egregious etiquette violations.  Your anonymity is assured!

 The Protocol Lady

Case Study: The Bored Board Member 

 

 

(Photo from Huffingtonpost.com

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Clearly this was an extreme example of bad manners, but it just shows that everyone needs a reminder every once in a while.  That's where Garza Protocol Associates can help.  If you have team members who attend board meetings, or who entertain clients, or who interact with the public on Facebook, Twitter, or other social media sites on behalf of your organization, make sure they are prepared.  Garza Protocol can provide briefings and training to help your staff understand the nuances of the cultures of your audience, and how protocol and good old-fashioned etiquette with a modern twist can make the right impression and avoid cross-cultural faux-pas.