Although instant messaging and email are quickly becoming standard forms of communication, the telephone still plays an important role in business world. Just like a face-to-face meeting, telephone conversations are expected to and should keep to certain rules of etiquette to help make the experience pleasant and productive for all those involved.

It’s easy to get rid of manners when talking over the phone. Distractions abound, from impromptu meetings or email notifications blinking on your computer screen. Keep in mind that a conversation over the phone carries just as much importance as a face-to-face meeting, as it is a great opportunity to communicate in real time.

■Tuning up Your Pipes

If your job requires being on the phone most of the day, remember it generally takes a few hours for the human vocal cords to fully warm up after a night’s sleep. Eight hours of rest usually leaves them a little raucous. Practice enunciation in the bathroom mirror while you are ready for work, or do some vocal exercises in the shower. Singing in the shower is a good practice for a day of cold calling—but be sure you’re not disturbing someone else’s slumber with your warbling. Deep breathing exercises help condition your throat and stomach for a day’s worth of talking, as well as blowing your nose gently and clearing your throat. If you drive to work, you can also sing along with the radio in the car.

■Making the Call

When making a business call, make sure to first identify yourself and your company. If you’re routed to a receptionist or operator, also include the name of the person you’re trying to reach. For instance, “Hello, this is Henry Robert from UG Productions. May I please speak with Mark Smith?” will do.

Be prepared with a one or two sentence explanation of the purpose for your call. When you are connected with the person, make clear the purpose of your call and then make sure to ask if you are calling at a convenient time. This is one of the most overlooked points of phone etiquette, and gives the person you’re calling the opportunity to better address your needs at a later time. Don’t fib about how long your call will take—if you know it will take longer than five minutes, don’t say, “It’ll be quick.” Let the person know what they are getting into at first beginning of the conversation.

If you get shunted to a receptionist and he/she asks the reason why you are calling, give a brief but informative statement that can be easily relayed. However, do not assume that your message will be communicated; when you speak directly with the person you are trying to call, repeat your message in your own words. Don’t be insulted if you’re required to leave a message or call back later—previous engagements do take priority.

■Answering the Phone

People make business phone calls for specific reasons. Very rarely do clients or vendors call just to catch up. Telephone calls usually lead to some action to be taken, so be sure your first vocal impression is a good one by trying to answer the phone as professionally and pleasantly as possible.

Identify yourself and your company when receiving an incoming call. While it’s not impolite to say, “UG Productions, Henry Robert speaking,” it might be easier on the listener to say, “Thank you for calling UG Productions. This is Henry Robert. How may I help you?” Variations on this theme can express your greeting quite effectively. If you work at a large corporation with many departments, it may also be good to include your department or section name, “This is Henry Robert, accounts receivable. How may I help you?”

■Hold, Please

The hold feature is generally regarded a double-edged sword in telephone etiquette. No one is always available at the exact moment of a phone call, and being on hold simply must be tolerated. However, there are many things the caller and the person taking the call can do to make the experience pleasant.

If you have to put someone on hold, ask first and—most importantly—wait for their answer. If someone expresses reservation about being put on hold, explain patiently why it is necessary. Perhaps the person they are calling for stepped out of the office and is on another call or needs to be tracked down. Callers like an explanation for their inconveniences, but don’t give away too much information. If Mary from distributing is in the rest-room, just tell the caller she is away from her desk.

Remember to keep the person on hold updated on the status of his/her call every 30 seconds. A simple “His meeting is running a little late” or “She’s on another call” is sufficient. It’s okay to ring off after three minutes on hold. Call back later and ask to leave a message instead.

■Voice Mail and Messages

If you have to leave a message or voice-mail for someone, make it short, brief and to the point. Speak slowly and clearly and leave your name, phone number, and a brief message. Say your name and number at the beginning and repeat again at the end of the message, especially if you don’t know the person you’re calling. If the voice mail system allows you to play back your message, consider taking advantage of that feature to make sure your message is clear and conveys your needs.

Returning messages promptly is always appreciated. It’s customary to ring back within 24 hours. If you can not attend to the caller’s needs within that time, simply phone the person to say when you will be available.

■Your Own Voice Mail

The message you leave as your outgoing message is an important business tool. Information is critical. The best messages should include several key things to the person calling you: your name, the group and/or organization you’re in, the current date (this tells them you are checking your messages), whether you are in the office or not that day, when to expect a call back, whom to contact if the call is emergent, and how to get touch with that person.

This seems like an enormous burden, but it just requires a routine first thing every morning or last thing every night. If you’ve ever called someone and gotten a generic voicemail, you know how disconcerting it can be. Is the person on vacation? Will I get a call back? When? So it’s of great importance for people who travel frequently to attend to outgoing messages.

Of course, you can simplify the approach and perhaps you can provide an update of your message once a week when you’ll be out of the office that week. Any useful information in your outgoing message will make your caller feel more comfortable that the message is important and you will respond. Be sure to call back.