Why Office Folks Should Learn to Make Phone Calls Even If They're "E-mail People"
By: Bean Jones
I've realized that I haven't actually heard from some of my co-workers for a whole month now. Instead, we've exchanged e-mails. It turns out that we're part of the growing number of "e-mail people."
A business communications study done by the META Group, a provider of information technology research, reveals that 80 percent of workers prefer e-mail over the phone. Moreover, 74 percent of them believe that "being without e-mail would present more of a hardship than being without phone service."
The respondents from the 387 organizations surveyed say e-mail is better because it facilitates communication with multiple parties, enables more rapid communication, and generates a written record of all interactions.
But, state the META Group's experts, the e-mail system isn't infallible. They point out: "E-mail systems are also faced with the scourge of spam, circulation of salacious content, destructive viruses, and system failures as well as newer, malicious attacks such as denial of service and mail bombs."
On the other hand, they cited the phone's plus points: It's more personal, it creates better context for communication, and it helps clarify the tone of messages.
Though I'm an e-mail guy, I think having Plan B won't hurt. It's still a good idea to make sure that you "sound" just as good as you "read."
To ensure that your phone skills are up to par when e-mail isn't handy, business consultant C. Richard Weylman, author of Opening Closed Doors, offers these tips:
1. Sound energetic. Hold the receiver about seven centimeters away from your mouth so you won't sound muffled. Then, speak with just the right amount of enthusiasm. You'll lose your client's attention if you sound tired.
2. Don't multitask. When making important calls, make sure you won't get distracted by other tasks--it'll be obvious to the person on the other end of the line. Multitasking also reduces the ability to listen, so you might miss crucial points raised by your client.
3. When in doubt, pause. If you get flustered, take a few seconds to collect your thoughts. Or better yet, prepare an outline of what you want to say or talk about. "Ums" and "ahs" will only make you sound confused to the client.
But whether you're sending an e-mail or making a phone call, one thing should be constant: You should be able to express yourself clearly. After all, that's what communication is about.
Comments
Hi Bean,
That's so true.
I recommend to first send out an initial email to get in touch in the first place.
Then you can follow up with a call.
It's just so good to start a phone call by saying "Have you received my email regarding..."
Thanks Bean,
Wolfgang
Hi,
i work in the IT field so mails are a natural part of my identity. Still i believe that phone conversations and even personal meetings when possible are a far better way to make sure your point is clear.
thx for the 3 tips...they're so true
Marc
hi,
wolfgang is also so true. i too follow up an email with a phone call.specially those involving work issues.but, with a phone call, the tone and nuances help communicate better.
sincerely,
nita
Good day,
ya e-mails now a days have become a part of our lifes, prior it was letters now e mails.
& yes it should be clear to the point followed by a ph call will make to deal strongly ,Ty
I think email is a good start to establish relationship with client. Some people don't like talking to strangers. Maybe our call is at the wrong time, wrong place.
Once we get their permission to call then only we start calling- at the agreed convenient time!
You are so right - let's keep the art of phone conversation alive. Emails are wonderful, especially as an initial contact, but always follow up with a call. And even if the initial conversation was by phone, then follow this with an email, as it is important to keep written records. I keep my clients updated with email, but try to phone them at least once a week, just to keep the personal touch. Often emails can be interpreted differently, so if unsure, phone - I try to avoid getting into an email exchange if things are unclear. A phone call can clear things up much quicker.
I prefer email for many reasons including those listed above, but mostly because i work shifts it acts like a message board where i can post and get feedback that does not need to be in real time.
If i need answers now, i pick up the phone.
Also i have many subscriptions that i auto filter into a subscriptions folder that i go through in my down time.
You make a lot of good (and obvious) points. FYI -- The IT Research firm, META Group has not existed since 4/1/2005 when they were acquired by Gartner. That means that either the source cited should be corrected to Gartner, or the study you are citing is over 3 years old. Either way, this calls into question the overall credibility of your data sources that you use to back up your claims.
I also recommending that you make a conscious effort to smile as you make each call. Even if it cannot be seen - it certainly comes through in the tone of the voice. To help make this a habit - keep a small mirror on your desk...just to check each time you answer the phone!!
Certainly, phone calls are more "personal". A kind smile gives a touch to your voice that will enhance communiation and empathy.
Right you are, Bean....Right you are...
I especially loved that one about remaining silent while getting frustrated.Juicy!
If you are trying to develop or presever a realationship, a call is always better than an email.
And, let's not forget the value of a personal note sent via the postal service.
Getting work done through other people is facilitated through good relationships. Don't forget to develop and nurture your relationships.
Good article. Thanks for sharing this information.
Hi
It helps, for business calls, to send an agenda via e-mail, to keep things on track, and allow the other end to prepare.
/ ric
Having been on-line since the early days of the World Wide Web I went through an early period communicating almost exclusively with everyone I could by email as the first port of call -- colleagues, friends, less so with family (and never with mother of course!); email was often the first thing I would reach for when I wanted to pass on a quick message or tell a joke. I loved the convenience of it all and being the techno-geeky type it all came very naturally to me.
But at some point, after doing this for a few years, I realised something was very badly missing--I had started becoming quite detached from people, especially when I started freelancing from home.
Although you know your loved ones' and friends' writing style and know it's them you are communicating with, your brain just doesn't register the full spectrum of emotional responses when you are not hearing voices and seeing faces.
Communicating by email only (or most of the time) will leave your soul, your relationships and your mind underdeveloped in ways not totally obvious at first.
When I came to realise how much I was missing out on I switched almost entirely to the opposite way of communicating: I now make conscious efforts to always use the phone first or, better, meet in person if I want to communicate with someone. Email is used only as a backup now if I cannot meet or phone (and when it makes business sense, like in the examples given in other comments above).
It's surprising (or perhaps not really) how many rich and meaningful moments I've had just because I picked up the phone to talk or arranged a face-to-face meeting--even when it was just to pass on something trivial.
In this automated and convenience-oriented world, it really is worth doing a few things the old-fashioned way (even if it takes a bit longer to organise! :-) )