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Email? Phone? Text? - How to Choose Wisely for Better, Faster Results
Is it foolish to send email to the next cubicle? How about arranging a conference call within a single building? Is texting just for teens? No, no, and no. What is foolish is believing that these methods are interchangeable. Choose well and you will save yourself and others significant time and energy while getting better results.
Phone
Pick up the phone when:
- It will take you longer to write the email than to make the call.
- A single, round trip email is unlikely to resolve the issue.
- You need an answer right away and an email that doesn’t get answered right away would require you to turn to other sources.
- Confusion and questions greatly exceed clarity; an email would involve guessing, lengthy explanations, and/or irrelevant choices and suggestions.
- The situation is sensitive and you need to listen before you speak.
- Misinterpretation would be likely or serious.
- Someone needs to know immediately of a delay or changed plans; don’t assume an email will get through in time to avoid inconveniencing the other.
- You have not received an expected response; it is better to check directly before you make assumptions. Was your request received? Understood?
Send an email when you:
- Have a specific question that you believe can be answered with a single reply. If it looks like you will go around and around, email after email, pick up the phone instead.
- Have lengthy, complex, or detailed information to convey. Just be sure any expectations for action and the reason for the long email are made clear at the top; don’t assume people will read the whole thing without good reason.
- Want to confirm decisions or plans made on the phone or in a meeting for the purpose of clarity or a written record.
- Can’t easily connect by phone because of schedule conflicts or time zone differences. However, if a phone call would be much more effective, use email to schedule a call.
- Receive an email that requires a response but which you can’t provide until later. This is a courtesy that prevents the other person worrying about successful delivery and communication.
- Want to put a request in someone’s inbox to be handled when convenient or so it isn’t forgotten.
- Receive an email that you shouldn’t have gotten; this allows the sender to resend the email to the right person.
- Receive an email that you didn’t need to get; this should help reduce the quantity of unnecessary email that you receive.
Text
Text messages are great for fast, easy notification and celebration. Send text messages when:
- You want to quickly pass on an important and expected message, e.g., “Customer has arrived and is waiting for you at reception desk.”
- You wish to inform, but won’t be upset if the message is lost, e.g., “Our proposal was accepted!”
Voice Mail
Use voice mail if:
- Your message is not complicated, you can deliver it concisely, and the recipient won’t have to play it several times with pen in hand.
- Someone is expecting your call but missed it.
- You are returning a call and get a machine. It helps to let the caller know when you can be reached most easily.
- You need to get a message to someone ASAP. A typical example is that you have been delayed in meeting them. You would likely send email, try a cell phone, and call a colleague as well, if possible.
Get Out of Your Chair and Visit
It makes sense to go find the person you need if all the following apply:
- Your situation is one described on the phone call list
- The person you need is in the same building
- The topic is sensitive, you don’t know the other person well, and/or you believe drawings, gestures, etc. will enhance communication
- You have reason to believe the other person is available (call first!)
Arrange a Meeting
A meeting is the best choice when all three of the following apply:
- The interaction of the group will reduce the total time needed to make progress
- The interaction will improve important outcomes (decisions, plans, solutions, etc.)
- Being face-to-face is necessary to enhance communication and build trust and credibility. Complex topics often benefit from gestures, sketches, detailed data, long lists, etc., and the ability to jump around among these. While technology can help you do this remotely, it may increase the total time needed and degrade results. In addition, sensitive or complex situations benefit from mutual trust and credibility. This is particularly true when the parties are unfamiliar with each other. Face-to-face interaction is the best and fastest way to develop relationships necessary for strong results.
Conference Call
A conference call has two main advantages over meetings and two disadvantages. The advantages are:
- The ability to remain in your chair with easy access to your computer, files, notes, books, etc. This is why conference calls make sense within a building.
- No need to spend time and money on travel, even if just collecting things and walking down the hall
The disadvantages are:
- You lose the face-to-face component that can be important with complex or sensitive issues.
- Undisciplined or unengaged participants will be easily distracted
Use these tips to choose your communication method wisely. They will help you accomplish more in less time and with better results.
© 2010 Ann Latham. All Rights Reserved.