6.3 Texting and Instant Messaging
Whatever digital device you use, written communication in the form of brief messages, or texting and instant messaging, have become a common way to connect. They are useful for short exchanges, and are a convenient way to stay connected with others when talking on the phone would be cumbersome. Texting and instant messaging are not useful for long or complicated messages, and careful consideration should be given to the audience.
Many companies have adopted texting and messaging apps for in house communication as there are several benefits. According to (Kashyap, 2020), these benefits include:
- Improved communication which is especially important when employees are not in the same physical space.
- Streamlined workflow which helps teams to work more effectively
- Better employee engagement which increases productivity
- Enhanced project management which reduces the chance of confusion
- Stronger team relationships which helps create a positive work environment
Activity 6.3 illustrates a standard text message between colleagues with work-appropriate emojis.
Activity 6.3 | Sample Text Message
Tips for Effective Business Texting and Instant Messaging
Follow the tips below for effective business texting and instant messaging.
- Adhere to company policy. Learn what the rules are for texting and messaging in your company and follow them. For example, contacting someone too frequently can border on harassment. Texting is a tool. Use it when appropriate but don’t abuse it.
- Know your recipient; “? % dsct” may be an understandable way to ask a close associate what the proper discount is to offer a certain customer, but if you are writing a text to your boss, it might be wiser to write, “what % discount does Murray get on $1K order?”
- Know what information to send. Not all information should be conveyed through texts or instant messages. For example if you need to give bad news or send sensitive information or private data, it is best to use another form of communication.
- Don’t text and drive. Research shows that the likelihood of an accident increases dramatically if the driver is texting behind the wheel (Houston Chronicle, 2009). Being in an accident while conducting company business would reflect poorly on your judgment as well as on your employer.
- Anticipate unintentional misinterpretation. Texting and messaging often use symbols, emojis, emoticons, and codes to represent thoughts, ideas, and emotions. Given the complexity of communication, and the useful but limited tool of texting and messaging, be aware of their limitations and prevent misinterpretation with brief messages.
Using Emojis at work
According to Parson (2021), it is important to consider your organization’s culture before deciding whether to include emojis in your work emails or messages. The main function of an emoji is simply conversational: it adds a level of familiarity and friendliness that might otherwise not exist. Emojis that are safe to use at work: 😊 😕 💼 👏 👍 ✋ 🎉 🙌 💡
A HubSpot’s Social Media Community Manager advises that some emojis might express emotions that are too intense for the business audience and could be interpreted as unprofessional and/or inappropriate. Here are emojis that you should avoid at work: 👙😘 💋 😜💩 💑 🖕🍆 🍑 😠