Here’s a key post on why email etiquette is SO critical to small and large organizations alike. Especially when you’re a large organization EVERYTHING that you say and do matters and impacts your brand and reputation.
You might think that email etiquette is only important from company to client, or from boss to employee, but as this recent news story titled, ‘Goldman Sachs in email muppet hunt’ by The Register reveals, email etiquette used between employees in an organization is JUST as critical:
Goldman Sachs has launched an investigation into its corporate email following accusations from a former senior employee that there is a “toxic and destructive” culture at the merchant bank.
Greg Smith, a former exec at the bank, alleged that employees privately referred to clients as “muppets” in internal email conversations as well as committing other transgressions of business etiquette.
Smith penned his damning critique after spending 12 years working at the firm in an op-ed piece in the New York Times, published on 14 March. The former executive director and head of the firm’s US equity derivatives business in EMEA alleged in the NYT piece that the culture at the firm changed during the time he worked there and that the “interests of the client continue to be sidelined in the way the firm operates and thinks about making money”. Smith didn’t make any allegations about criminal behaviour but rather described a consistent push to sell clients high-commission products that failed to meet their investment needs. He urged his former bosses to “weed out the morally bankrupt people, no matter how much money they make for the firm”.
Goldman Sachs quickly issued a defence, arguing that the bank continues to maintain a client-led culture. “We were disappointed to read the assertions made by this individual that do not reflect our values, our culture and how the vast majority of people at Goldman Sachs think about the firm and the work it does on behalf of our clients.”
It characterised Smith as a “disgruntled” ex-employee and pointed out it had recently been named as one of the best places to work in the UK, Smith’s last base of operations before he quit the investment banking firm.
“In a company of our size, it is not shocking that some people could feel disgruntled. But that does not and should not represent our firm of more than 30,000 people. Everyone is entitled to his or her opinion. But, it is unfortunate that an individual opinion about Goldman Sachs is amplified in a newspaper and speaks louder than the regular, detailed and intensive feedback you have provided the firm and independent, public surveys of workplace environments,” Goldman Sachs said.
Nonetheless, an audit of Goldman Sachs’ emails has been ordered by CEO Lloyd Blankfein in the wake of the affair, The Independent reports. The Telegraph adds that the “review of internal emails” was announced to the bank’s partners during a conference call last week.
We asked Goldman Sachs to comment on reports of an email audit but the bank did not get back to us.
The corporate emails of 30,000 staff will reportedly be examined as part of the audit exercises, a massive undertaking that will test the investment banker’s IT capabilities, according to independent specialists.
Disgruntled employee issues or making other excuses will not help your scarred reputation. Teaching your employees proper email etiquette is essential to save you future headache and keep your clients happy. Email etiquette today is MORE than just having a good signature or an appropriate opening greeting – it’s about maintaining your reputation. Lack of email etiquette training for your staff can spell disaster for your company. Get the proper email etiquette training you need to learn how to communicate effectively to protect your reputation.