When interacting with customers, 'how' we communicate is just as important as what we are trying to say. With the rise of technology we have seen the methods of communication change quite significantly with phones becoming mobile, electronic devices becoming more prevelant and accessible and social media changing the way people get their information. Each method of communication has its pros and cons and you must determine which method is goign to be right for you and your customer. 

With the increase of online commuication methods, actually calling someone has been significanlty reduces as the preferred methos od communication. However, there are times when this method is essential. Below are some of the pros and cons of using a phone call as your form of communication:

Pros

• issues can be dealt with quickly

• helps build relationships

• tone of voice allows for the listener to not misunderstand intention

• questions can be asked and clarification given immediately

Cons

• it doesn't allow for as much time to think about a response

• you might be interrupting something

• often an extended amount of time needs to be dedicated

• private conversations may require you to find a private location

Whatever digital device you use, written communication in the form of brief messages, or texting, has become a common way to connect. It is useful for short exchanges, and is a convenient way to stay connected with others when talking on the phone would be cumbersome. Texting is not useful for long or complicated messages, and careful consideration should be given to the audience.

When texting, always consider your audience and your company, and choose words, terms, or abbreviations that will deliver your message appropriately and effectively.

If your work situation allows or requires you to communicate via text messages, keep the following tips in mind:

• Know your recipient: although you may use shorthand text with a friend, this may become confusing for a customer so still to writing 'you' instead of 'u'.

• Anticipate unintentional misinterpretation:  texting often uses symbols and codes to represent thoughts, ideas, and emotions. Given the complexity of communication, and the useful but limited tool of texting, be aware of its limitation and prevent misinterpretation with brief messages.

• Use appropriately:  contacting someone too frequently can border on harassment. Texting is a tool. Use it when appropriate but don’t abuse it.

Email is familiar to most workers these days. In business, it has largely replaced print hard copy letters for external (outside the company) correspondence, and in many cases, it has taken the place of memos for internal (within the company) communication.

Email can be very useful for messages that have slightly more content than a text message, but it is still best used for fairly brief messages. Emails may be informal in personal contexts, but business communication requires attention to detail. Ensure that your email reflects you and your company, and a professional tone so that it may be forwarded to any third party if needed. Never write or send anything that you wouldn’t want read in public or in front of your company president.

Pros

• free of cost

• communication can be done globally

• easy access

• quick delivery

Cons

• it takes a long time if there is lits of information

• there is a chance of getting ignored due to the amount of other emails people recieve including spam emails

• there is a chance of getting the email address wrong or people changing their email address

Open with a proper salutation:  proper salutations demonstrate respect and avoid mix-ups in case a message is accidentally sent to the wrong recipient. For example, use a salutation like “Dear Ms. X” (external) or “Hi Barry” (internal).

Include a clear, brief, and specific subject line:  this helps the recipient understand the essence of the message. For example, “Proposal attached” or “Electrical specs for project Y.”

Close with a signature:  identify yourself by creating a signature block that automatically contains your name and business contact information.

Avoid abbreviations:  an email is not a text message

Be brief:  omit unnecessary words.

Use a good format:  divide your message into brief paragraphs for ease of reading. A good email should get to the point and conclude in three small paragraphs or fewer.

Reread, revise, and review:  catch and correct spelling and grammar mistakes before you press “send.” It will take more time and effort to undo the problems caused by a hasty, poorly-written email than to take the time to get it right the first time.

Reply promptly:  watch out for an emotional response—never reply in anger—but make a habit of replying to all emails within twenty-four hours, even if only to say that you will provide the requested information in forty-eight or seventy-two hours.

Use “Reply All” sparingly:  do not send your reply to everyone who received the initial email unless your message absolutely needs to be read by the entire group.

Avoid using all caps:  capital letters are used on the Internet to communicate emphatic emotion or “yelling” and can be considered rude.

Test links:  if you include a link, test it to make sure it works.

Email ahead of time if you are going to attach large files:  audio and visual files are often quite large; be careful to avoid exceeding the recipient’s mailbox limit or triggering the spam filter.

Give feedback or follow up:  if you don’t get a response in twenty-four hours, email or call. Spam filters may have intercepted your message, so your recipient may never have received it.

Tip:  add the address of the recipient last (after you have written and proofread your message) to avoid sending prematurely. This will give you time to do a last review of what you’ve written, make sure links work, make sure you’ve added the attachment, etc., before adding the sender’s address and hitting send.

Social media really has revolutionised the way people interact as well as the way businesses advertise and how customers gain information about products and services. Industries have needed to ensure they keep up with this trend and use it to their advantage. 

Advantages

• Aid in recruitment. Social media platforms can be used to publicise job openings, source candidates and verify background information. 

• Market the employer brand. Sharing media about employee events and company values can help establish an employer brand to attract applicants and customers.

• Deliver internal communications. HR communications on policies, benefits, company news, social events, professional development and more can be made available to employees at any time.

• Engage employees. Internal social networking platforms can be more engaging and inspire greater participation than regular e-mail communications. Employees may feel they have more of a voice when their postings and comments are actively encouraged.

• Promote social learning and knowledge sharing. Providing employees with a way to connect with co-workers to solve problems promotes social learning and can increase knowledge sharing globally.

• Communicate during a disaster. Displaced employees can see emergency information from their devices to stay in touch with the employer and receive direction. 

• Professional networking. HR professionals can network with peers, keep pace with competitors, and help attract clients whose values align with the employer brand.

Disadvantages

• Security. Using social media platforms on company networks opens the door to hacks, viruses and privacy breaches. 

• Harassment. Employees may engage in harassing behaviors toward co-workers on a social network, and HR will need to take action if it becomes aware of such behaviors.

• Negative exposure. Postings from former or current employees, or even clients casting the employer in a negative light, may damage the employer's reputation. 

• Legal violations. Employers become more susceptible to charges of discrimination, privacy violations and interference with employees' rights under Section 7 of the National Labor Relations Act, among other violations, when social media is used in the workplace. 

• Potential loss of productivity. Some employees may spend an inordinate amount of time on social media for personal reasons while at work. Enforcing a clear policy on terms of use while working can help to mitigate this risk.

• Wage and hour issues. Nonexempt employees restricted to certain working hours may incur additional compensable hours, including overtime, more easily through social media use.  

Pick one of the following scenarios. Choose an approriate method of communication and describe how you would respond to the situation.

Scenario 1: A customer has emailed to say that they want to return their tickets to a show that was on that night and were expecting a refund of the ticket price. In the policy, which is outlined in an email when tickets are purchased, it states that no refund will be given for cancellations less than 24 hours before the event. 

Scenario 2: You have recieved a voicemail on your phone from someone who is interested in doing some volunteer work at your venue. They have left thier name and numebr but no other details.

Work through pages 34-37 of your workbook.