Communication Tools and Levels of Interruption

September 6, 2009 · Comments

Angry Phone Have you ever stopped to consider how various communication tools impact the person receiving the communication? Have you ever thought about the various friction and interruption costs of various products? I’ve been thinking about this more and more as I figure out how to manage my own business, and I realized that this might be really useful to you, too. Let’s walk through this together.

Communication Tools and Levels of Interruption

Email – Email is probably the simplest of communication tools. It is the lowest level of interruption. The person receiving the email can choose to read it whenever he or she has a moment. It can usually be collected from multiple touchpoints and devices, and there are many ways to handle it. It can be any length (though I prefer brevity). Let’s call this Level of Interruption 1.

Tweet – Twitter is a great service for communicating, provided the other person is around and not flooded by other tweets that might push your message off the screen and downstream. It’s wonderful for fast, back-and-forth interactions. It’s not good for if you need something urgently. For instance, if you need a question answered by a co-worker immediately, don’t use Twitter, because it’s too easy to ignore. This is Level of Interruption 2.

SMS/Text Messaging – Texts are a good way to reach someone for fast, important information gathering. They are also disruptive in that they loudly push for an interruption of what’s going on in the other person’s life. They are far more intrusive than an email or a tweet. Used properly, texts are a great tool for managing what’s urgent, especially because the other party can delay the answer a moment until he or she is at a better place to answer. But again, texts are interrupting. This is Level of Interruption 3.

Phone Call – Phones have been around forever, but the way we use them has changed a great deal. How often do we reach someone’s voicemail instead of them? (If you call me, VERY often.) Phones force a one-on-one interaction, and are very disruptive. They also require the most focused of attention. For that reason, phones are Level of Interruption 4.

So What?

I don’t think we consider the method we use to connect with people. I don’t think we weigh whether or not the message would best be served by a text instead of a phone call, a tweet instead of a text, etc. The various methods of connectivity have their pluses and minuses, and it’s up to you to determine:

  1. How important your message is.
  2. How quickly you need a response.
  3. How willing you are to interrupt the other person.

When you know the answers to the above, you might start thinking about how you connect with people differently. There are, of course, many other variables we could add to the mix, too. Why use Facebook or LinkedIn mail when email would suffice? (The answer most people give was because they were “in system” and it’s easier to use the built-in tool.

At most, what you should consider after reading this is: what’s the best tool for the job I’m attempting?

What do YOU think about it? How do you view the various communication tools? Have you been on the receiving end of messages you felt could’ve come to you differently?

If you enjoyed this post, please consider leaving a comment or subscribing to the feed to have future articles delivered to your feed reader.

Tagged as: ,

ChrisBrogan.com runs on the Thesis Theme for WordPress

Thesis WordPress theme

Thesis is the search engine optimized WordPress theme of choice for serious online publishers. If you’re a blogger who doesn’t understand a lot of PHP, Thesis will give a ton of functionality without having to alter any code. For the advanced, Thesis has incredible customization possibilities via Thesis hooks.

With so many design options, you can use the template over and over and never have it look like the same site. The theme is robust and flexible enough not only to accommodate a site like ChrisBrogan.com, but also to enable the site to run far more efficiently than it ever has before.

  • Thanks for writing this, Chris. As you might imagine, this is the most important topic to me these days--as I'm trying to both educate people and train software to use the right medium at the right time. Heck, my upcoming SXSW panel is on this topic.

    Interesting that you chose to leave presence aware tools off of the list--IM, Skype, and geolocation. That adds another dimension of intelligence to whether and how we can reach people, as it provides more information to the sender about whether the recipient can handle such an interruption or request.

    Clearly there are an abundance of ways to reach people and a larger group of people we're often reaching out to... I could go into lots of stuff on this, but I'll just suggest a few tips:

    * Consider whether the message is more timely to you or to the recipient. Often we gauge this incorrectly and the person gets the message when they can't deal with it...or too late.
    * Consider if you're using a medium out of convenience or after having really considered it. The most convenient method for you is often neither convenient nor appropriate for them. For instance, Twitter has terrible organizing capabilities and is not as real time when it comes to DM as we'd like to think. Facebook may be a low hanging fruit, but it's nowhere near as flexible as email. Note that often the more you go out of your way the bigger a deal it is for the recipient (think: letter through USPS = high impact)--so you using the most convenient method for you doesn't necessarily reflect as well on you
    * Combining methods of communication can be a big step in the right direction: IM'ing before you call, or scheduling a call rather than just making it when you're ready shows respect for the recipient but allows a better flow of communication
    * When back and forth gets passed a certain number of messages for clarification and adding details, you probably ought to switch to something synchronous like phone or walking into their office--because you're wasting mental energy and probably frustrating yourself or the recipient

    The main thing, I guess, is that the sender often fails to place themselves in the head of the recipient before choosing the method to use. So our new product (AwayFind Orchant -- sorry for the plug, thought you might be curious) is giving the sender that power (to turn an email into an IM or SMS or voice call, etc). Tools like Google Voice are also doing that, and we should all be looking into these options as we get more overwhelmed.

    It's going to be interesting to see how and if we become better educated at choosing our medium for correspondence...or whether certain methods of communication will just become the status quo and we won't have choices like these in the future. I doubt that.
  • remarkablogger
    Yeah, what he said. :-) Jared knows his business when it comes to this. It IS his business.
  • I'm with @remarkablogger. Jared knows his stuff.
  • I like what you said.
  • This order is what I have recently come to know as what I need to do to stay on top of things. The one thing I will add is the phone becomes an even bigger interrution. I've recently had to start hiding on skype because people will just call.

    As far email it's amazing how many people forget about it's power and importance. Tools have changed tremedously. While email is; email and it holds its value.

    Great read..

    Owen JJ Stone
  • Disruption, timeliness, and importance are certainly things to consider, but one should also consider impact and outcome as well. In particular, I think the phone has become seriously underutilized with the explosion of other technologies. (As has the in-person meeting, but that's a topic for another day.)

    Often a phone call can reveal new information that lead to opportunities, clarify situations, or help to improve outcomes. Technology fails to communicate with the same level of nuance as the human voice. Email shows no hesitation or reluctance. Sarcasm, enthusiasm, humor, and more can be hard to discern.

    Certainly the synchronous nature of telephone communications can be a challenge but there really is no substitute when you really want to build a relationship or achieve something important.

    I could really drone on about this topic, but I probably should just write my own blog post rather than continuing to spill characters here. Or perhaps just give you a phone call :)
  • I think you're right that we've moved away from the value of the phone. My problem is that most people don't think like you. They use the phone when they can't compose their thought.
  • I don't disagree here but I would add the question of 'who' you are trying to contact and what your attachment is to them. If I send too many e-mails to my best friend instead of calling her from time to time it feels like an 'opt-out', kinda like doing what is easier for me instead of investing a bit of time to actually hear her voice.

    With work I eventually learn the style of the people I have to communicate with. Some find e-mail a nuissance and prefer a phone call when something is urgent or really needs their attention. Others don't.
  • Great post Chris. I hope a lot of people read this. Giving some thought to how you contact someone would make a huge difference. I get way too many phone calls about important decisions that I would rather have as an email so the conversation is tracked and has a record.
  • CatherineVentura
    Great post, Chris! A thought about Facebook, which I use frequently for communication as well: since Facebook friends tend to be people we like and because it is more visual, I find that, while Facebook probably falls somewhere between email and Twitter in terms of interruption, it feel more like a "pleasant" interruption. The communication has a built in 'friendliness" factor, that email from AT&T never does. Because Facebook is a more relaxed and inherently "open" space for communication, I think it's worth considering how that does -- and should -- affect the way we use it as well.
  • Josh Quintero
    The main interruption for me is receiving factual information through a phone call or in-person interruption:

    Person: "Hi. Got a minute? This won't take long. Here's some information you need or the meeting is at 9, or, there's a typo on page 5..." on and on and on forever.

    Me (thinking): *Could have emailed/twittered/Facebooked all that stuff to me*

    I find that sharing details and factual information are better delivered with a written medium, whereas emotion and strategy conversations are best held in person or over the phone. I'm most likely to loose facts and details over the phone or in person or not have access to them on the road, whereas with electronic medium I can access them anywhere. However, I'm more likely to take emotion the wrong way over email.

    The problem is that the new media has injected itself in the social and work spheres and retraining needs to happen to effectively use them as better options for the sender and receiver.
  • The methods I use to communicate with people depend on whom I'm trying to contact, and why. For business-related matters, I generally use e-mail. It's non-intrusive, and the recipient can respond on his/her own schedule.

    Texting is something that I reserve only for people that I actually know. I don't text business associates; just friends. I find that sending a quick text message is a little more personal than sending an @mention on Twitter, and if I want to convey, "Hey! I'm thinking about you", then a text is a nice way to do that. A response isn't necessarily required, and the recipient can do it on his own time.

    Phone calls, I save for things that are REALLY important. My schedule is busy enough that, if someone calls me, they'll get my voicemail, almost invariably. I know I consider phone calls to be pretty disruptive, so I try to save them for times when things that are just THAT pressing.
  • Chris,

    You are, again, right on the money. Too often, people fail to consider the ramifications before "reaching out and touching someone".

    I would add "overcommenting" to the list. When someone posts a comment, I feel compelled to respond - and when that becomes a "chore", it tempers the way I feel about the commenter.
  • Very good insight. Im a Realtor and my phone goes off all day. I find many of the calls are just information ( while urgent) is just updates or quick notes. I prefer to have a text . Email requires log in and normally a lot of useless words. A phone call is even more annoying to me. My voicemail encourages the caller to send me a text if they want immediate information. If Im with a client I have found many do not mind me replying via text. I try my best to never be on the phone while with a client so text is my preferred method.
  • I wouldn't send any of my business associates (or friends, either, now that I think about it) a text unless they specifically asked for a text at one point. I don't find that texting is a common practicein my business circles. In fact, I didn't have a text plan for my iphone until very recently, and I found myself irate at the 20 cents it cost me when people did text me without my requesting the message.

    I find that if an email exchange has gone back and forth a few times on the same topic, it is truly best to pick up the phone. Plus, I find that my relationships with my customers are often stronger because I do take the trouble to pick up the phone from time to time.
  • sue_anne
    I hate talking on the phone, but it has nothing to do with level of disruption. I like to think through things before I say them -- even if it's a trivial conversation -- and, I can do that with written communication better than verbal communication. I've been known to let many calls roll over to voice mail (even if I'm sitting at my desk) and then answer the person via email.
  • sue_anne
    Also, I would agree with other comments that one of the most important questions to ask is who the person is and what type of communication works best for them.
  • Hi Chris,
    When we connect and communicate with people 93% of how we do this is through body languge and the tonality of our voice. Only 7% are the words we use, and this is why we often misinterpret emails. I think this has to be taken into account when we decide how we should get in touch with someone.

    Also, you can spend more time sending texts, emails etc to and fro then you would just getting on the phone.

    I think what you say is very valid, but actually having a conversation with someone, at at time which is convenient for both parties, willl be much more productive in the long run.
  • You hit the nail on the head Chris. The tools we use are dictated by the importance of the message. 'Nuff said.
  • vannarith
    Yes ,of couse communication is what people need . No matter what bad it is, people still rely on it.

    http://ddwweb.blogspot.com/2009/09/antibodies-m...
  • Those are good thoughts. I've actually seen some stuff on this before and thought about how different types of communication interrupt people and also how effective each method of communication is. Of course, sometimes, someone will want to be interrupted depending on the type of information that you have to put out.
  • It's funny, I was writing my response and realized that for me it really comes down to who it is and if I'm expecting a response from them or how quickly I need an answer.

    My default is email, it is by far my favorite method of communication. If I feel that an issue needs more intense discussion then I schedule a phone call. Like you, the reality of my life is that I am rarely able to answer my phone and unscheduled calls just become a game of voicemail tag which annoys everyone.

    Doug
  • We are all becoming slaves to the stream and the interruptions. I get 400 emails a day. Just deleting them is a chore. I try NOT to send emails to anyone I don't know and only if there's a need. The reply all button should be illegal. If you have 90,000 followers as do you, it's hard to even see your @ or D's. But if you have a fraction of that it's actually a much faster way to stay in touch, find out if someone needs you, has a question or an answer. For me, email works well inside my company and with clients. Twitter, @ and D works best with contacts outside. And if we need longer converations we move to email and or a scheduled call. And this is all just for personal communication. If you want to apply all of this to marketing, you have to be even more careful and sensitive. No one wants interruptions. Most people regret some of the content they've opted into. So instead, it's more about making yourself accessible and available when people want you. Twitter works well for that. If I'm a retailer or a restaurant or a travel company, my followers can check up on my posts when *they* want to, not when I want them to. The two most important factors when all is said and done: your relationship with the person you're communicating with; *their* preferred way of engaging. Both of those actually trump your own personal needs.
  • Not bad, a few extra points to consider:

    5. Walking over to a person's desk and interrupting what they're doing... not possible when you're geographically distributed, but sometimes it's an option we forget about in large office buildings.


    Also, I think a major cause for using ineffective interruption methods is when we get balled up in our desire to be efficient and do dozens of things at once. It becomes a lot easier to blast off E-Mails and put a little tick on the to do list, thinking that you've done what you needed to do, than taking the extra seconds or minutes to do something that will be effective.

    Still, this is always good advice to consider.
  • I agree completely. I feel that once people start realizing the levels of communication and how to properly utilize them, they will become so much more productive and efficient. I ignore incoming phone calls because they disrupt. When my concentration is broken in the middle of designing it can be detrimental to the results. For people who need to talk on the phone and situations where it is ideal, I *STRESS* making an appointment with me. I am ALWAYS available for scheduled phone calls.

    Otherwise, email works out best for me because I can check it in between - so I get the important information right away - and then I can respond based upon the urgency of the email and what else I have going on. It works out a lot better productivity-wise. And benefits everyone involved.
  • seanwilder
    The real key is to try to connect in the manner that the recipient prefers at a given time. At this point, it is very difficult for the sender to determine, so we need technology to allow the potential recipient to inform us. The promise of Unified Communication technology isn't just to consolidate the different tools into a single interface but also to allow people to broadcast their Presence (i.e. "On a Conference Call") and for their Presence to drive how they are able to be contacted. For example, when they are "On a Conference Call" disable their phone and make them only available via email and IM.
  • I think you are spot on Chris, with the additional caveat that startabuzz brings up. You really have to know the right method for the person you are contacting. There are certain people I will only email, others only Twitter and still other that I can only reach by phone. Personally, I am very happy when others understand the rules and choose the correct the level of interruption for the importance of the message, but often they don't.
  • For me you forgot IM/Chat, which would be my Level 4 because the level of one on one forced interaction is high, as is implied demanded attention. Phones would be my Level 5. On-the fly Meetings are my Level 6.

    My constant dilemma is balancing my creative work, which has its own time schedule (social media, concept generation and writing) with the management side if my business, which often has other people's schedule (meetings, day to day mundane details, calls, etc)

    My favorite encapsulation of this dilemma is here: http://www.paulgraham.com/makersschedule.html

    Made you a video reply here: http://www.utterli.com/u/utt/u-OTE4NjExOA#utt-O...
  • remarkablogger
    IM is what I would've said. Nowadays, IM or calling can be the same or nearly, what with Skype and Google Talk.
  • Exactly! I tend to be away 24/7 now on IM, which I don't like, but it means less interruption (usually) and less unexpected pj-clad Skype video calls ;)
  • Agreed... but with IM you may actually know whether they're there to take the call. It's easier to time a call over Skype and so hard to do it with the phone, where you're generally just reaching out in the darkness. And, as Leslie pointed out, the addition of video changes things. I do try to incorporate video whenever I can--and think we all should, as it's somewhere between a phone call and stepping into their office.

    That is, not only is a video call a greater interruption than phone, but it's of a different sort in the sense that you have a much greater chance of holding someone's full attention when it's video as it's harder for them to do other stuff on a video call.
  • Great that you referenced the Paul Graham article here, Leslie--I agree that he captures the challenge of finding focused time while also balancing meetings, conversation, and interaction. I guess one takeaway in applying that to Chris is that we ought to consider what sort of schedule our recipient keeps--many of us in social media are on the manager's schedule at least much of the time (i.e., all this networking stuff!) but often times the people we're reaching out to are not...and we need to respect by choosing wisely if/how we reach out.
  • Thanks Jared, that article really resonated with me. You may have inspired yet another post upcoming about what I put in the management category and what I consider creative. I'm not sure I'd consider my social network activity management... I'll have to percolate on that a bit.
  • I left out IM because I hate it. It's totally right that I should've included it. IM, in my life, is this tool that if I turn it on, I get a flood of people telling me how bored they are.
  • That is so true. I'd dump it if I could but it is still the tool of choice for many of my friends and family who aren't as "online" as I am.
  • The only time I've had IM work successfully was in a small company (~20). I had a separate IM persona and only the folks from work were my friends. That kept the interruptions to a minimum while still keeping us connected. Otherwise, I never use IM anymore.
  • I disagree, like email, it is something that can be ignored. Although the timeframe to ignore it should be less. I like to use IM because it isn't important enough to walk over and interrupt them, but too short of a topic for a regular email.

    Also, we use it to share links (real work-related links) and code snip-its.
  • IM is essential to me...and very few people abuse it with me since (a) I've set expectations for how I use it and (b) I don't give it out often and (c) I'm not that popular : ). But it's the primary way my team and I communicate.

    I decided to see how others used or didn't use IM and created a survey, which I thought you and your readers might find userful. The results are here:

    Ask500 Chart of How People Use IM At Work
  • dianeasyre
    Good tips to think about communications from the perspective of the target. Too, a wise "target" will make the most of notifications, calller ID etc to manage interruptions and determine what needs priority action. My biggest pet peeve is when voicemail or tweets or e-mails do not include a clear message. It's impossible to be nimble with a response when the note simple says "contact me ASAP." I'm still surprised when people will do this.
  • I think there is an age factor involved with this as well. I know the teenagers I work with don't find text messages an interruption at all, and that it is their preferred form of communication.

    They can be working on a math assignment, talking to a friend, take a short break to respond to a text, and keep on going without missing a beat. This used to drive me nuts as I saw it as an interruption, but they do it so seamlessly that I am rethinking how to deal with texts in my classes.

    I also think, if it is someone you deal with a great deal, it is a great idea to ask them their preferred form of contact. What they prefer may be different from what you think is the least intrusive.
  • Great post Chris. I hope a lot of people read this.
  • Personally I'm an email guy. At work I'd rather people send me email so I can deal with it on my time. I'm often often able to get back to people quicker this way. it also gives me the ability to think/research while doing other things (i.e. meetings where i'm not participating much).

    The phone is a huge distraction. It's also the most personal. A bit of a catch 22 I'd say when it comes to keeping business "human". Ideally we could talk to everyone in a personal way via the phone, but that's just not possible in the business I'm in.

    I'm trying out Google Voice now. It's got some great features to help with these types of communication hurdles.

    Twitter is not as much of a direct business communication tool for me, but it does have business value and is HUGE for me with respect to networking and reaching out. It's also a way for me to stay "pluged-in" and be helpful to others. As you point our Chris it's pretty low interruption. It's probably less than email for me personally.


    http://twitter.com/franswaa
  • melindalewis
    And I'd just add that, as a community organizer/advocate for social justice, there are times when you still really need to get face-to-face with someone, either someone with whom you need to build a relationship that will ultimately serve as a catalyst for action, or someone whose actions you need to change/influence in a way that will require exerting more vigorous interruption and even considerable discomfort. Not really a communication tool, I know, but still an important part of how we connect with humans, the real goal of any medium. Thanks for sharing this.
  • Name
    Which is more interrupting? A text or a phone call, email or a tweet? Answer @ http://whimsis.com/?qc2kppep
  • Which is more interrupting? A text or a phone call, email or a tweet? Answer @ http://whimsis.com/?qc2kppep
  • This seems awfully simplistic but can see where in the rush we skip the consideration of the channel we reach for.

    This post was broadly labeled "Communication" but what you outline is one to one communication. The channel choice changes perhaps when its one to many- when I need an answer to something I don't know it, be it a technical issue or what kind of pizza to order, there's hardly any comparison to putting a query out on twitter.

    Also, as an FYI, your blog does not display this comment field on the iPhone.
  • Hi Chris,
    thanks for your thoughts.
    All those different messaging and communication tools are very nice but also they are sometimes very annoying.
    I mean all of them make sense when you look at them in context, but what happens when you use all of them at the same time?
    For instance if you join several networks, you have several different inboxes. It really would be easier if you could handle them like a normal email account. You wouldn't have to log in to the social network community to answer them all the time.
    Maybe a tool for that will come up in the future, or is it already available?
    Cheers
    Tom
    http://www.relenet.com
  • Tom - I think there are some tools out there that will let you handle most (if not all) of this stuff in one place. (Check out fuser.com as an example.)
  • coachclaire
    Interesting post, as always Chris. I'd definitely echo some of the people about how it can depend on the relationship you already have, or are wanting to build with people, and what your purpose is. For instance, I'd probably phone if I needed something urgently, and / or if I knew the person well. I'd tweet someone I was following / being followed by, whilst I may not have their email details or think about "bothering" them that way. So, I guess it's also about being open to the relationship and feeling that door is an acceptable one to open
  • Especially agree on considered use of traditional email vs. mail from within an app. When colleagues mail from within an app, they forget that they're forcing me to go into that app to communicate with them. Also, because some of us have rather extensive mail filing systems for projects, it may require that we copy and paste their message into a format we can easily store, rather than simply directing to an appropriate folder. Email is still my preferred method for non-intrusive exchanges.

    But these are all just info. exchanges--not relationship building. Email, IM, or Tweet me to set up a phone call, or better yet, coffee if you're in my time zone. I want to get to have the opportunity to follow the random threads and the nuances of communication that are only available when you hear someone's tone of voice; generate a shared laugh or get to see their face (in person, or even via Skype). Let's slow down long enough for the occasional relationship built over the archaic method of "a visit".
  • ciamistourism
    I like the way you present the post.Very clear and useful for a newbie like me. Some of points from this article are very helpful for me as I haven’t considered them yet. Keep blogging
  • Good points and description of our current communication options and how we do/should interrupt people with them.

    Another thing to consider when choosing the appropriate method, would be how much or little the person you're reaching out to knows about you.

    ---Do they need to read your email signature for a quick synopsis of your professional persona?
    ---Do you want them to read all your latest tweets or your Twitter bio?
    ---Are you certain you're listed as a contact in their phone, or might you receive a "Who is this?" response via text?
  • annewalshcoach
    Actually one thing that struck me after reading that post is what about asking yourself how you prefer to be communicated with and educating the people around you to do that. I personally prefer e-mail or text because I do feel that it's less intrusive but I know plenty of other people who reckon that its faster for them to have a quick phone conversation rather than waiting for a text or mail response. Surely it's up to each of us to get more discerning about what communications we allow into us. When we educate the people around us, i.e. I get back faster to you when you email than when you phone...and to say that...people will change their behaviour.
  • I agree. That's why I am often reluctant to hand out my phone number unless I know the person very well. On the other hand, I have no problem with email. Simply, email doesn't ring.. ;)
  • I'm finding more and more people want to communicate via a phone call, this is fine with me if what we can accomplish in the phone call, cannot in an email. Most times, not. But, what I've also learned is that the other person "needs" the phone call, the voice tone and deliverance. And, as an entrepreneur I have to respect and accept this.
  • Interesting blog, Chris. I feel this is extremely important in any communication, for anyone, not just marketers. For example, when job searching, does a letter work better than a phone call or an email. I've found that a personal thank you card in the mail is a really nice touch after I've interviewed a potential candidate. Where as I absolutely hate getting phone calls.

    Sometimes, I've even had to resort to using FAX when I am trying to communicate with folks in remote areas or that are technically challenged. In my customer service communication, I will often ask customers: what is the best way for me to contact you? This makes it more convenient for the customer.

    Not to mention advertising vehicles: direct mail, billboards, magazines, television, radio...all interruptions.

    So yes, I totally agree! When I need to communicate with others, be it individuals or mass groups, I try to pick the best message and medium before sending it out.

    Thanks for the reminder!
  • Mr. Kari Korkiakoski
    I see these levels also through my sales glasses which are used to offer professional services. In various steps of a sales process we have to be understand what is the right way of contacting. I want to do the first contact through phone because that gives the full attention. But be sure that you offer something instead of talking about your company or products.

    And after the first meeting (!) all the other levels are suitable. You can even ask from the person how he/she would like to be contacted.
  • Great post Chris, as usual.

    Thanks!
  • I still prefer the phone. Instant contact and answers and you can get the 'feel' of the reaction.
  • A homage to the humble Telephone - serendipity is a wonderful thing:

    Our office receptionist on a well earned vacation at the moment and I have taken this as an opportunity to answer all inbound calls to our general agency number. For the last few days I've got a real feel for the flow of our business - something that it's all too easy to loose touch with as our business has grown over the years. This morning I took a general sales call from a vendor asking to speak to one of my co-directors. If the call had been answered by our receptionist, he would probably never have made it past Jess because she's a great gatekeeper, and the sales approach was fragmented and difficult to understand. Well, I was able to glean enough info from the call to pique my interest. It turns out that this guy is selling exactly what I need - right now. But if it hadn't have been me who answered the phone, on this day, under these circumstances, it is quite possible I would have missed this quite excellent opportunity.

    So what am I getting at, I hear you say. Well it's this. The phone is definitely the most disruptive form of communication in that it forces you to focus on particular point in time. But the dialogue you have on the phone. Literally the 'conversation' can lead you in directions you might not normally expect, and be pleasantly surprised about, because it allows immediate, permutateable, uninterrupted and intuitive dialogue.

    I consider myself a digital native and I have often had moments of sublime serendipity with tools such as Twitter. But at least for the remainder of today the good old telephone wins for me!
  • njsmyth
    Thanks for your thoughtful article, Chris.

    You've left out one option that I still use periodically--the fax. I find that fax is a good "in-between" option...gets more attention than an email, but can be less intrusive than a phone call. And yet it still receives a pretty high priority in many places, especially when people receive a very high volume of email.
  • SusanMazza
    There is one very important and potent communication tool not on your list - the regular mail! In the name of efficiency I think we use this medium less and less. Yet I think there are times when the most effective (not to mention memorable and meaningful) communications are the ones we can hold in our hands. An example, would you rather get a congratulations e-mail or handwritten note?

    For me the most important point you make is the importance of considering the impact of your communication on the listener. How else can you communicate effectively? All too often the choice is made based on what is efficient for us at the expense of the ultimate effectiveness of our communication.
  • This is a great post. I have struggled with each and every one of these distractions, but I think I have them under control for the most part. I do not answer phone calls while I am marketing if they aren't important, to shield myself from "time-stealers" that want to chit-chat (you know that WAH people never do any real "work", right? lol)

    As far as Twitter, e-mail, and Facebook, these can be time-thieves too if a person isn't careful. E-mail should really only be checked at certain intervals of the day, and being distracted on Twitter and Facebook can be really time consuming when trying to market.

    I found a tool that helps me with this. Its called Digsby (NOT A REF LINK!!! http://digsby.com ). This takes alerts from FaceBook, Twitter, Yahoo messenger, and Gmail, and puts them into a single application that interfaces quite like Yahoo Messenger itself.

    Now, whenever someone posts something on Facebook and Twitter, I get a pop up showing me exactly what was said, and I can determine whether I want to comment or not. I'm shown each e-mail that I get, so I know first thing if there is an e-mail that needs my immediate attention. And all my Yahoo contacts are able to contact me through this as well.

    Which brings me to a distraction that I did not see, Messengers. People, even those that are marketing alongside you can be time thieves as well, chatting you up on non-important stuff while you are supposed to be marketing. The best way to prevent this is to set your messenger setting to stealth; only allowing people that are important to your business, and will take heed to any alerts stating you are busy, to see your status online. This way you will not be bombarded with inane questions and random chit-chat while you are supposed to be marketing.
  • One interruption that I think you are missing is in the in-person contact. While this is usually only affects those in an office environment. It is something that occasionally bugs me when I am knee-deep in some coding. It would be at the same level as the phone or maybe one step higher because you can ignore the phone.
  • mrmerlot
    Interesting post, Chris. As an enterprise 2.0 trainer, the topic of disruption often comes up as we discuss transitioning from the overuse of email to more collaborative web technologies like a wiki, blogs, or even "old school" chat rooms. What I find interesting is there is a difference between the interruption to the sender and the interruption to the recipient. If I need to pause what I'm doing and compose an email, that's a big interruption to my workflow but not much interruption to the person I'm emailing. If I initiate a chat, that's almost no interruption to my workflow, but perhaps a huge interruption to the person I just pinged. The key is to use the method that works best for you, others, and the topic at hand.
  • I actually built a tool for small-team communication.
    It’s half twitter, half shared-to-do-list.
    Was hoping to add svn integration, but oh well.
    There’s only so much time.
  • Rich Bernier
    There is a good article about this topic in today's Wall Street Journal. I linked to it from my blog post and wrote about it. http://thisthatotherthing.wordpress.com/2009/10...
  • veve
    How we use the communication tools?
  • Face to Face or phone is best for sewage treatment enquiries
blog comments powered by Disqus

Previous post:

Next post: