"Is it appropriate to use smiley faces or any other emoticons in email communication?" asks Nicole.

Using emoticons in business emails is never appropriate - internally or externally.

Tone is blind in email communication, therefore, many people use them to interject tone. Even though they may lighten the mood or add humor to the message they do not appear businesslike. If you want to be perceived as professional and competent - this is not the way to do it.

If the issue is one you feel the person may have emotions around or your tone may be confusing, do not use email to communicate the message. Pick up the phone or meet face to face.

› Click here to listen to the professional polish audio clip