Text messages are a convenient and fast way to communicate with your clients, colleagues, and partners. However, they also come with some challenges and risks, such as misinterpretation, tone, privacy, and professionalism. How can you use text messages for business communication effectively and politely? Here are some tips and best practices to follow.
Texting is not appropriate for every situation or message. You should only text someone if you have their consent, if it is urgent or time-sensitive, if it is simple or brief, and if it does not require a lot of back-and-forth. For example, you can text to confirm an appointment, send a reminder, ask a quick question, or share a link. You should not text to discuss complex or sensitive issues, to give feedback or criticism, to negotiate or close a deal, or to deliver bad news. For these scenarios, a phone call or an email is more suitable and respectful.
In many lines of work, texting is an appropriate form of communication. Again, this is situational. Working with people presents many challenges, and younger employees often prefer a text over answering a phone call. While discussing lengthy things in text can sometimes be challenging, it can also be helpful in proving the conversation occurred. If it isn't documented, it didn't happen - texting is another form of documentation.
I agree but I think text message shouldn’t go beyond what it is intended for- that is, sending a quick straight forward information or update. Also note that texting isn’t an official means of communication. I personally think and would always tell people not to rely on text as means of professional communication, instead, a personal space.
Shelby, I agree that texting is partly a document. I may also serve as a timeline for future details in your own evaluation or future promotions.
Text messages have limited space and attention span, so you need to be clear and concise in your writing. Use proper grammar, spelling, and punctuation, and avoid slang, abbreviations, emojis, and all caps. Make sure your message has a clear purpose and a call to action, and avoid sending multiple messages in a row. Use bullet points or numbered lists if you need to convey several points, and use
tags if you need to share code snippets. Also, proofread your message before sending it, and check for any errors or misunderstandings.
###### Be polite and professional
Texting is a casual and informal mode of communication, but that does not mean you can ignore the rules of etiquette and professionalism. You should always address the recipient by their name, use a polite greeting and closing, and show gratitude and appreciation. You should also respect the recipient's time and availability, and avoid texting outside of business hours or during weekends or holidays, unless it is absolutely necessary. If you do text after hours, apologize for the inconvenience and explain the urgency. Finally, you should always ask for permission before sending any attachments, photos, or videos, and make sure they are relevant and appropriate for the context.
###### Be responsive and respectful
Texting is a fast and immediate way to communicate, but that does not mean you have to reply instantly or expect the same from others. You should always acknowledge the receipt of a text message within a reasonable time frame, depending on the urgency and importance of the message. If you need more time to respond, let the recipient know and give them an estimate of when you will get back to them. If you are unavailable or busy, set up an auto-reply or a do-not-disturb mode on your phone. You should also respect the recipient's preferences and boundaries, and avoid texting them too frequently or unnecessarily. If they ask you to stop texting them or to switch to another channel, comply with their request.
###### Follow up and follow through
Texting is a convenient and fast way to communicate, but it is not a substitute for other forms of communication or action. You should always follow up and follow through on your text messages, and make sure they are aligned with your other communication channels and commitments. For example, if you text someone to confirm an appointment, you should also send them an email with the details and the agenda. If you text someone to ask for a favor, you should also thank them in person or by phone. If you text someone to make a promise, you should also deliver on it and update them on the progress. Texting is a tool to enhance and support your business communication, not to replace or undermine it.
######Here’s what else to consider
This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?
One thing I've found helpful with customers. Before sending any text, double-check for grammatical and spelling errors. A message with mistakes can undermine your professionalism. Use Emojis and Emoticons Thoughtfully: While emojis can add an individualized touch, use them sparingly and only in appropriate contexts. They should enhance communication rather than distract from it. Be mindful of customer privacy. Don't share personal or sensitive information through text; ensure your messaging platform is secure.