As our inboxes are flooded with communication, we thought we’d take a moment to review the pros and cons of our most frequently used modes. We’re leaving out instant messaging and social media deliberately, as we don’t use them for client communications, but if you’d like an analysis of these, just let us know.
Texting
Several clients and partners have switched to texting as a mode of communication. Certainly it’s convenient, and many people have unlimited texting these days. People love text messages to cut back on small talk, and many consider it less disruptive to their day, since the recipient can read the message when it’s most convenient.
The downside is that most people do not have their email account enabled to mirror their text messages, and phone storage is constantly filling up, forcing people to delete old texts. Even with a backup service like iCloud, you may not have the access to old communications that you expect—see last week’s post on backup services.
Don’t send a text:
- If it’s an exchange you might EVER want to remember, don’t text it; send an email.
Do use text:
- When you know the recipient is away from email and you need an answer sooner rather than later (consider following up with an email to keep a record).
- At an airport for last-minute communications and meetings.
- For throwaway communications that don’t need to be recorded.
Phone
The great thing about a phone call is that it demands an immediate response. The bad part is that the fastest response is not always the best response. When you’re not adequately prepared for a phone call, the conversation can easily become inefficient, redundant, or just downright counterproductive. And if you’re not in the NSA, there’s generally no accurate review of a phone call after the fact. How many times have you hung up, only to ask yourself if the person said one thing or its exact opposite?
According to a study at Michigan State University, workers who were interrupted for 2.8 seconds made twice as many errors when performing tasks. Ouch.
On the other hand, sometimes there’s nothing like a phone call to get down to brass tacks. When people know that their words are not set in stone, as in an email, they’re able to be more vulnerable and reveal their true feelings on the subject at hand. You’re able to collect more social cues—from awkward pauses, to rapid-fire enthusiasm, to reluctance, to skepticism. And you can mutually exchange large amounts of information quickly.
Do use the phone:
- If you need to get someone’s comments “off the record.”
- For a kickoff of a project where you need to convey lots of background information.
- To use a person’s voice to gauge someone’s emotional state more accurately.
- When you need an immediate response.
Don’t use the phone:
- For outlining a complicated situation, such as a list of multiple tasks that need to be performed.
- For conveying information that you might need a record of later, such as a completion date on a task, or a budget.
Email remains the gold standard of efficiency in business communications. It doesn’t interrupt people’s days like a phone call, and it leaves a written record of correspondence that can be used for task tracking—or even legal purposes. Unlike a phone call or text, email can be easily printed or read on multiple devices, making their information highly portable. We do like the idea of briefly recapping communications sent in a phone call or text via email, so that the information is more trackable.
Another advantage is that users can respond when it’s convenient for them—which is also a disadvantage, because that may not be when it’s convenient for you. You can try using the “important” label, but there are no guarantees. And lastly, it can be tough to tell what people really mean via email. Emoticons and caps letters can’t convey the same social cues that are so easy to pick from a phone call.
It probably goes without saying, but we’ll say it anyway. Don’t use email for an emotionally charged situation. Don’t send your private financial information. And don’t use it to send inappropriate materials—just don’t. If you wouldn’t like it to appear on the front page of your local newspaper, don’t send it in email.
Do use email:
- When you need a record (budgets, deadlines, deliverable expectations).
- When you don’t need an immediate response, but you do need the best response.
- To recap a phone call or text.
Don’t use email:
- To send a rant or other emotionally charged communication.
- To send credit card numbers, bank routing numbers, etc.
- To send unsavory (or savory) photos, videos, etc.
Need assistance setting up any kind of communication for your business? Contact us at I.T. Roadmap; we’re happy to help.
