Should I write or should I phone?
What’s your preferred means of business communication?
Everyone will have a preference for either writing or speaking to others. The general ratio for Brits is that around 65% to 70% prefer a conversation, with the rest preferring to send a letter or email. But your preference is completely irrelevant. You’ll be most effective if you completely ignore your own preference and just select the best medium for the job.
The first step is to think about your listener/reader – what would this person’s preference be? Does he/she like time to consider ideas? Does he/she ignore the long documents you send and just ask for a verbal summary? Does this person like a record of all your exchanges? Questions like these – which take around 3 seconds to answer – will give you an excellent steer.
And if you’re still in any doubt:
When you want to introduce complicated ideas: You write!
“Rats!” I hear you say, “That’ll take forever!”
Well, it may take a while, but it will be most effective because:
- Your client will have a document (s)he can read and re-read at leisure until understanding dawns
- Therefore, he or she will not have to look dumb if they don’t understand first time during a conversation
- He or she will have time in private to consider the ideas before taking a decision
- …And the lengthy time needed to do all this can be found at a point that suits the client’s schedule
- Clients who feel needs like these have been taken into account will buy again!
When you want to “close” an act of persuasion: You talk!
Persuasion will always be more effective if the other person is allowed to talk over the variables and options in your idea. Of course, if you’re persuading someone of a complicated idea, you may have had to write first!
When it’s a sensitive matter: You talk!
That includes everything from awkwardness over a big bill …to drawing your team’s attention to infringements of the company dress code.
And unfortunately, yes, that means you might have to have a conversation you really won’t enjoy. But hiding behind an email will only exacerbate any sensitive issue.
When it’s not urgent: You write!
Email is perfect for avoiding an interruption to a busy client or colleague with a non-urgent, unimportant query or confirmation. At last, a good use for email!
When you need to create a record: You write, of course!
When you’re collecting for Marjorie’s wedding present
You walk round with your collection envelope and the big card, in the time-honoured way, thereby NOT clogging up everyone’s email inbox with non-urgent distractions!
Copyright inksmiths 2008
