{"id":19666,"date":"2023-03-17T16:24:50","date_gmt":"2023-03-17T20:24:50","guid":{"rendered":"https:\/\/answernet.com\/?p=19666"},"modified":"2025-07-25T11:17:07","modified_gmt":"2025-07-25T15:17:07","slug":"blog-email-chat-etiquette","status":"publish","type":"post","link":"https:\/\/answernet.com\/fr\/blog-email-chat-etiquette\/","title":{"rendered":"Ma\u00eetriser l'\u00e9tiquette du courrier \u00e9lectronique et du chat pour une journ\u00e9e de travail productive"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"19666\" class=\"elementor elementor-19666\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3a1c6c9e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3a1c6c9e\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-78319420\" data-id=\"78319420\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5d456da elementor-widget elementor-widget-text-editor\" data-id=\"5d456da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La communication d'entreprise est une source de confusion et de frustration pour beaucoup. Les travailleurs de tous niveaux ont souvent l'impression d'\u00eatre noy\u00e9s sous les courriels inutiles, les r\u00e9unions et autres formes de gonflement manag\u00e9rial.<\/p>\n<p>Nous vivons dans un monde extr\u00eamement vari\u00e9, o\u00f9 la diversit\u00e9 est c\u00e9l\u00e9br\u00e9e. Mais s'il y a des choses dans le monde moderne qui sont universellement d\u00e9test\u00e9es, les spams et les mauvais textos en font certainement partie.<\/p>\n<p>Il existe une multitude de r\u00e8gles tacites dans l'art de la communication professionnelle. La r\u00e8gle d'or qui consiste \u00e0 \"faire simple\" est tout \u00e0 fait appropri\u00e9e. Ces r\u00e8gles g\u00e9n\u00e9rales de communication peuvent servir de rep\u00e8res pour vous faciliter la vie, \u00e0 vous et \u00e0 votre \u00e9quipe.<\/p>\n<h2><span style=\"color: #2b4b67;\">Quand et o\u00f9 utiliser l'\u00e9tiquette<\/span><\/h2>\n<p>Lorsque vous respectez l'\u00e9tiquette du courrier \u00e9lectronique et du chat, tenez compte des consid\u00e9rations suivantes pour que le message reste professionnel, que le volume soit r\u00e9duit et que la valeur soit augment\u00e9e :<\/p>\n<h3><span style=\"color: #2b4b67;\">Etiquette du courrier \u00e9lectronique<\/span><\/h3>\n<p>Recevez-vous des centaines de courriels par jour ? Certains de ces courriels sont importants, d'autres sont dr\u00f4les, d'autres encore sont \u00e9ducatifs, et d'autres enfin sont simplement des coll\u00e8gues qui viennent prendre de vos nouvelles.<\/p>\n<p>Vous trouverez ci-dessous quelques conseils utiles pour que vos courriels restent professionnels et que les bo\u00eetes de r\u00e9ception des membres de votre \u00e9quipe ne soient pas trop pleines :<\/p>\n<h4><span style=\"color: #2b4b67;\">Utilisez la fonction \"R\u00e9pondre \u00e0 tous\" avec parcimonie<\/span><\/h4>\n<p>N'utilisez la fonction \"R\u00e9pondre \u00e0 tous\" que si tous les membres de la cha\u00eene doivent voir votre r\u00e9ponse.<\/p>\n<h4><span style=\"color: #2b4b67;\">Seule la copie est requise Parties<\/span><\/h4>\n<p>Vous ne voulez pas inonder les bo\u00eetes de r\u00e9ception des gens avec des informations qui ne les concernent pas.<\/p>\n<h4><span style=\"color: #2b4b67;\">Supprimer les personnes inutiles des cha\u00eenes<\/span><\/h4>\n<p>N'h\u00e9sitez pas \u00e0 exclure quelqu'un d'une cha\u00eene de courriels si vous savez que sa participation n'est plus n\u00e9cessaire.<\/p>\n<h4><span style=\"color: #2b4b67;\">\u00c9viter d'envoyer des notes de remerciement \u00e0 tout le monde<\/span><\/h4>\n<p>Faut-il envoyer une note de remerciement \u00e0 la personne qui a envoy\u00e9 le courriel ? Oui ! Mais il n'y a aucune raison de l'envoyer \u00e0 toutes les personnes qui ont \u00e9t\u00e9 mises en copie.<\/p>\n<h4><span style=\"color: #2b4b67;\">Utilisez votre t\u00e9l\u00e9phone quand c'est utile<\/span><\/h4>\n<p>Lorsque vous devez transmettre une information \u00e0 quelqu'un de mani\u00e8re rapide et efficace, un appel t\u00e9l\u00e9phonique reste le meilleur moyen. De plus, il apporte une touche personnelle \u00e0 votre journ\u00e9e.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee26804 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"ee26804\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/answernet.com\/fr\/make-digital-interactions-personal-blog\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">5 fa\u00e7ons de rendre les interactions num\u00e9riques plus personnelles<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48c5be25 elementor-widget elementor-widget-text-editor\" data-id=\"48c5be25\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-size: 15px;\">_____<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Pourquoi est-il si important de faire attention aux messages que vous envoyez ? Voici quelques statistiques concernant <a href=\"https:\/\/front.com\/blog\/how-much-time-are-you-spending-on-email\"><strong>gestion des courriels<\/strong><\/a> et la journ\u00e9e de travail de l'Am\u00e9ricain moyen :<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<ul>\n<li>Un employ\u00e9 de bureau typique peut envoyer et recevoir jusqu'\u00e0 620 courriels au cours d'une semaine de travail de 40 heures.<\/li>\n<li>Un membre du personnel passe en moyenne 28% de sa journ\u00e9e de travail \u00e0 lire, envoyer et r\u00e9pondre \u00e0 des courriels.<\/li>\n<li>\u00a0<a href=\"https:\/\/www.nexalearning.com\/blog\/bid\/24544\/six-startling-statistics-about-email-use#:~:text=Statistics%20show%20that%20the%20average,received%20each%20day%20keeps%20rising.&amp;text=49%25%20of%20US%20employees%20check,email%20outside%20of%20working%20hours.\"><strong>49% de salari\u00e9s<\/strong><\/a> consultent leur courrier \u00e9lectronique professionnel toutes les quelques heures lorsqu'ils ne sont pas en service.\u00a0<\/li>\n<\/ul>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Comment g\u00e9rer l'afflux de ces messages ? Une chose est s\u00fbre : vous devez trouver ce qui vous convient.<\/p>\n<p>Chacun a son propre syst\u00e8me et il n'y a pas de bonne ou de mauvaise m\u00e9thode. Certaines personnes ne peuvent pas quitter la journ\u00e9e tant que leur bo\u00eete de r\u00e9ception n'est pas vide. D'autres ont des dizaines de milliers d'e-mails dans leur bo\u00eete de r\u00e9ception, et ce n'est pas grave. Trouvez un syst\u00e8me qui vous convient et respectez-le.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>_____<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><span style=\"color: #2b4b67;\">Etiquette du chat<\/span><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Il existe aujourd'hui un grand nombre de plateformes de chat. Que votre entreprise utilise <b><a href=\"https:\/\/mattermost.com\/\">Le plus important<\/a><\/b>, <b><a href=\"https:\/\/slack.com\/\">Slack<\/a><\/b>, <b><a href=\"https:\/\/www.flock.com\/\">Troupeau<\/a><\/b>, <b><a href=\"https:\/\/www.microsoft.com\/en-us\/microsoft-teams\/group-chat-software\">Microsoft Teams<\/a><\/b>ou toute autre application disponible, les r\u00e8gles de communication s'appliquent de mani\u00e8re g\u00e9n\u00e9rale.<\/p>\n<p>Voici quelques \u00e9l\u00e9ments \u00e0 prendre en compte pour discuter avec vos coll\u00e8gues de travail :<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":4} --><\/p>\n<h4><span style=\"color: #2b4b67;\">Ne laissez pas les gens deviner<\/span><\/h4>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Au d\u00e9but d'un message, ne tapez pas <em>H\u00e9<\/em>, <em>Bonjour<\/em>ou le nom de la personne, puis faites une pause avant d'entrer dans le vif du sujet. Partagez l'information dans le message initial. Personne n'a envie de jouer aux devinettes.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":4} --><\/p>\n<h4><span style=\"color: #2b4b67;\">Le fant\u00f4me est une r\u00e9alit\u00e9<\/span><\/h4>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Les gens peuvent voir quand vous tapez et combien de temps vous tapez. Et n'oubliez pas d'appuyer sur \"Envoyer\" lorsque vous avez termin\u00e9.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":4} --><\/p>\n<h4><span style=\"color: #2b4b67;\">Le spamming n'est pas professionnel<\/span><\/h4>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>N'en faites pas trop en envoyant message sur message. Donnez \u00e0 votre interlocuteur le temps de r\u00e9pondre \u00e0 chaque question.\u00a0<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":4} --><\/p>\n<h4><span style=\"color: #2b4b67;\">Tenez compte de votre public<\/span><\/h4>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Vous parlez \u00e0 vos coll\u00e8gues, vous n'envoyez pas de SMS \u00e0 un ami. Faites des phrases compl\u00e8tes et essayez d'exprimer des id\u00e9es claires et concises.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":4} --><\/p>\n<h4><span style=\"color: #2b4b67;\">G\u00e9rer vos attentes<\/span><\/h4>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Tout le monde n'est pas au m\u00eame niveau. Certaines personnes sont lentes \u00e0 r\u00e9pondre sur le chat, et la charge de travail de chacun est diff\u00e9rente. Soyez patient et ils vous r\u00e9pondront d\u00e8s qu'ils le pourront.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf89fe3 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"bf89fe3\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/answernet.com\/fr\/blog-generations-styles-communication\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Des baby-boomers \u00e0 la g\u00e9n\u00e9ration Z : comprendre les styles de communication g\u00e9n\u00e9rationnels<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b61b1e6 elementor-widget elementor-widget-text-editor\" data-id=\"b61b1e6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 style=\"font-style: normal;\"><span style=\"font-size: 37px; color: #2b4b67;\">Avez-vous besoin d'un meilleur moyen de communiquer avec vos employ\u00e9s et vos clients ?<\/span><\/h2>\n<p>Quelle que soit votre m\u00e9thode de communication, prenez votre temps et faites preuve de patience et de gr\u00e2ce. Lorsqu'il est n\u00e9cessaire d'utiliser l'\u00e9tiquette des courriels et des chats, \u00e9crivez en faisant preuve d'empathie et de compr\u00e9hension. Apr\u00e8s tout, vous \u00e9crivez des chats et des courriels pour partager vos id\u00e9es.<\/p>\n<p>La meilleure fa\u00e7on de proc\u00e9der est d'\u00eatre direct et d'aller droit au but. Peu importe ce que vous \u00e9crivez, si vous pensez que quelqu'un peut mal le prendre, il est fort probable que ce sera le cas. Prenez donc quelques minutes pour retravailler ou vous \u00e9loigner afin de vous changer les id\u00e9es et d'y revenir plus tard.<\/p>\n<p>Avec la quantit\u00e9 d'e-mails et de messages de chat que nous recevons quotidiennement de nos coll\u00e8gues, il est difficile d'imaginer ce qu'il en serait si nous y ajoutions les messages des clients externes. C'est l\u00e0 qu'un centre d'appel comme\u00a0<a href=\"https:\/\/answernet.com\/fr\/\">AnswerNet<\/a>\u00a0se pr\u00e9sente. AnswerNet fonctionne sur une plateforme omnicanale qui permet aux agents de r\u00e9pondre \u00e0 vos appels, \u00e0 vos messages de chat et \u00e0 vos courriels.<\/p>\n<p>Laissez quelqu'un s'occuper d'une partie de votre service \u00e0 la client\u00e8le, ce qui vous permet, \u00e0 vous et \u00e0 votre \u00e9quipe, de vous concentrer sur des choses plus importantes.\u00a0<a href=\"https:\/\/answernet.com\/fr\/solutions\/bpo\/omni-channel\/\">Cliquez ici pour plus d'informations sur les services omnicanaux d'AnswerNet.<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c60f0e4 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"c60f0e4\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/answernet.com\/fr\/nous-contacter\/sales-inquiries\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Nous contacter<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a999ee3 elementor-widget elementor-widget-spacer\" data-id=\"a999ee3\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f42f32a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f42f32a\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f523641\" data-id=\"f523641\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6c81a68 elementor-widget elementor-widget-text-editor\" data-id=\"6c81a68\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Articles connexes que vous pourriez appr\u00e9cier :<\/strong><b><\/b><\/p>\n<p><a href=\"https:\/\/answernet.com\/fr\/blog-business-tips-master-4-stages-sales-cycle\/\"><span style=\"font-weight: 400;\">Mastering the Sales Cycle: 4 Stages to Drive Growth and Customer Loyalty<\/span><\/a><\/p>\n<p><!-- \/wp:paragraph --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Responding to emails and chat messages is part of our daily routine. The question is: are you using proper email and chat etiquette?<\/p>","protected":false},"author":7,"featured_media":19674,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[409],"tags":[414,53,273,268,480,275],"class_list":["post-19666","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-operational-solutions","tag-blog","tag-business","tag-chat","tag-customer-service","tag-helpdesk","tag-remote-work"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.5 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Mastering Email and Chat Etiquette for a Productive Workday | AnswerNet<\/title>\n<meta name=\"description\" content=\"Responding to emails and chat messages is part of our daily routine. The question is: are you using proper email and chat etiquette?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/answernet.com\/fr\/blog-email-chat-etiquette\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mastering Email and Chat Etiquette for a Productive Workday | AnswerNet\" \/>\n<meta property=\"og:description\" content=\"Responding to emails and chat messages is part of our daily routine. 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