Business Diplomat: Etiquette Online

Seating plans and forms of address have no equivalent in a video call. In this part of its interview series, Business Diplomat presents an assessment by Lana Jalagonia of the Ministry of Foreign Affairs of Georgia. Asked whether a new etiquette is emerging in online negotiations, she says yes, and she describes it in detail.

Protocol evolves in the digital age

First observation: protocol evolves
“The rules of diplomatic courtesy and protocol are not disappearing in the digital age, but they are definitely evolving.”
Physical protocol is visible: how people are addressed, who speaks first, how a meeting is opened. Online, “many of these physical signals disappear, so diplomacy increasingly depends on small digital behaviours that communicate the same things — respect, attentiveness, hierarchy and professionalism.”

The new courtesies online

Second observation: the new courtesies
Punctuality “has taken on an even more important meaning online”: joining on time, being technically prepared and having documents ready are “part of professional courtesy.” Interruption is more disruptive online, so there is “greater emphasis on waiting for someone to finish, using the ‘raise hand’ function when appropriate, and allowing the chair or moderator to manage the floor.”

Silence, tone and confidentiality

Third observation: silence, tone and confidentiality
Without body language, “a short response in a chat, a delayed email, or even the way a message is phrased can therefore be interpreted more strongly than intended.” On confidentiality, participants must be conscious of what is shared on screen, who is copied and whether a meeting is recorded. And since a negotiation may continue through email or messaging, “knowing when to remain formal and when a more informal tone is appropriate has therefore become part of diplomatic judgement.”

Access and intentionality

Fourth observation: access and intentionality
Online meetings have made diplomacy “somewhat more accessible and less hierarchical”, as experts can join remotely and travel costs fall. But the main change is intentionality: “In a physical meeting, many elements of courtesy happen naturally because the setting itself establishes the protocol. Online, those signals have to be created deliberately.”

The logic of the assessment
Protocol evolves into a parallel layer. Its elements are punctuality, speaking turns, careful tone, confidentiality and judgement about formality. The principles stay the same: respect, discretion, preparation, attentiveness. What changes is that courtesy must now be created on purpose.

The role of Business Diplomat

The role of Business Diplomat
The platform’s mission is to give young people experience, bring a diplomatic order to the business world, and benefit states by revitalising the economy. Jalagonia’s list reads as a practical syllabus for digital conduct. Business Diplomat can teach young professionals these habits explicitly.

Conclusion
Online negotiation has produced a new layer of etiquette built on digital attentiveness. Its core is deliberate courtesy where the setting no longer provides it. Business Diplomat aims to help young professionals practise it.