Time to Hang Up the Phone? 9 May 2008
There is a great debate going on over at Flying Solo’s blog on email versus phone. And let’s not even get started on texting as a business tool. 
I personally prefer email. Perhaps that’s because I’m a ‘typical’ writer; fairly eloquent on paper, but face to face or over the phone..!
What I particularly like about email is that it allows me to receive instructions by email that I can, if need be, print off and re-read, ticking off items as I work through them. Moreover, if there is some ambiguity or lack of clarity in the email author’s words, I can reply to the email highlighting that which I don’t understand. Far too often, things can be misconstrued or forgotten when communicating over the phone.
In essence, for me, having a ‘virtual paper trail’ means I don’t overlook or misinterpret that which may have been said (or not quite) over the phone.
That’s not to say I totally ignore the phone. Indeed, it can be a very useful tool, and at times certainly more direct than email. But, as a home-worker, what I have found that if I answer every phone call as it comes in, I wouldn’t ever get any project work done. When working on a client project, it’s important to have focus . . . and that means no interruptions of any kind. Hence, the answerphone is by next best friend.
What about you? Are you a phonephobe? Do you hate email as a business tool? Perhaps you can’t live without it, and work with clients one-on-one almost exclusively by email consultation… Do tell! I’d LOVE to hear your thoughts.
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I disagree. Emails can easily be misconstrued because the reader cannot interpret your tone - the inflections in your voice can say a thousand things without you actually saying them.
Phone calls also are a more personal approach and can be used to form firm relationships - excellent for marketing and networking purposes. As for forgetting what to say - if you had written down a list of items or questions to say before picking up the phone, collated over a period of days maybe, then your call would be therefore more efficient and effective.
Good friendships can be created and problems solved there and then on the phone - you don’t get that special feedback through email because it’s so impersonal.
If you’re frightened about using the phone, lots of practise will put that right - the more you do it, the easier it gets, and you soon realise it’s not so bad out there…
Hi Alice
Thanks for participating!
I agree: emails can be terribly impersonal, especially when sending ‘form-letter emails’. BUT I don’t think all are bad…
I myself take great care to ensure that every email, within reason, is as personal and has as ‘light’ a touch as possible. Often, clients have hired me on the basis of receiving my emails alone, so that can’t be bad!
I’m told that my emails convey a certain professionalism as well as friendly personality. If only they could see my face when I’m writing them. OK, that last bit was a joke.
I also agree in that there can be a great rapport with the right telephone skills. Even so, everything is said in the spur of the moment when using the phone (BTW, having a script is a great idea, and I have used many, but they can come across as stilted and, well, scripted!), and there if often no time for reflection as there is with email.
Where I personally think email comes out tops is that these days we’re so busy with so many pressing things, and a phone call (or 20 as I used to typically get in any one day) can just be one thing too many. I know many busy execs and clients who just can’t be doing with people phoning at will. When I was a journalist, the phone used to be my saviour and lifeblood. When I was an editor, it was the bane of my life. That’s when I started to communicate primarily by email.
Perhaps the solution is to set aside a specific time when one can focus on taking and making phone calls. They we’d all be more receptive. What do you think?
Overall, I believe the two can complement one another very well. But I will still prefer email. That’s because I’m a writer!
i vote e-mail!!!
I’m one of those who get more done with e-mail. besides, who needs to be interrupted 15x day with phone calls that don’t make sense!!!!!!
okay, i hear ya: you cannot totally ignore the phone but to say its better than e-mail is missing the point. they can co-exist, but e-mail is one of the most efficient ways of communicating. Sure, make a quick call to re-schedule an appointment, but e-mail is the way to go!!!