AnswerConnect’s 24/7 availability depends heavily on a flexible workforce. We fully embrace the concept of remote work; some of our employees work in the office, some work from home and some switch between the two depending on the day. With so much fluidity, we depend on many channels of workplace communication, frequently chatting, video conferencing, emailing or calling each other to collaborate. We’ve discovered there are times when a quick chat or email is perfectly adequate and times when it’s best to just pick up the phone. Below are the four most common forms of workplace communication and the best (or worse) times to use them:
Chat
When you should use it: Chat is the most casual of office communication and easily the most convenient. However, it’s also the most informal. Be sure you already have an established relationship with the recipient. Chat is best used for a quick question that can be answered in a sentence or two. We’ve previously posted about proper chat etiquette if you need a refresher.
When you shouldn’t use it: If you find yourself writing paragraphs of information, you may be better off sending an email or making a call. And, remember, text is only 7% of communication. If there’s even the slightest potential of a misunderstanding, you shouldn’t be chatting.
Video Conference
When you should use it: Video conferencing has all the highlights of chat with the added benefits of visual cues and the warmth of a face-to-face meeting. It’s perfect for meet-ups between dispersed team members or meeting a co-worker/client for the first time. Putting a face to a name, especially amongst remote workers, can strengthen a sense of community.
When you shouldn’t use it: If you’re conversing with more than five teammates, it may be easier to share everyone on an email or cloud-based document. It becomes difficult to moderate a video chat when too many people become involved, and video/audio quality can start to degrade depending on the software you’re using.
When you should use it: Email is probably the most utilized form of communication, in or out of the office. If an immediate response isn’t required, it’s perfect for relaying general information while keeping a record of the conversation for later review. Email also gives the recipient a chance to reply when it’s most convenient for them, rather than forcing you to catch them when they’re in.
When you shouldn’t use it: Managing Partner at Kwittken + Company Worldwide, Aaron Kwittken, offered this advice in an interview with Fast Company, “Anything you have to think twice about it, anything you think might be sensitive, anything that you think requires your relationship skills requires a phone call instead of an email.”
Phone
When you should use it: Sometimes, the personal touch of a phone call is the best option. A phone call offers an option lacking in chat or email: the ability to listen. Always make a call when conveying a complex subject, when emotion is involved or when a two-way conversation is high priority.
When you shouldn’t use it: If you just have a quick question or need to divulge a short piece of information, it’s more convenient to the intended recipient to just send a quick message over chat or email. If the recipient has follow-up questions, they can call you.
No matter which form of workplace communication you choose, remember: it’s all about connecting in a meaningful way. Be clear in what you’re trying to convey and remain open to replies. Being willing to maintain a dialogue is integral to any successful conversation.
