Why Smart Communicators Use the Phone

Posted on January 17, 2014 
Filed Under General, Internal Communication, Media Relations, Social Media, Staffing and Management

You can feel yourself age when you use such antiquated words like “telephone” in front of your 12-year-old son. “Mom, who says ‘telephone’ anymore?” He has a point.

Every now and then “telephone” creeps into my language, as do other throwbacks like Rolodex and VCR.  Just as we don’t say “telephone” very often, we also don’t use the device as much as we should in the communications business.  We’re so used to emailing, texting, posting, pinning, sharing and liking that we often put phone communications on the back burner. That phone taking up space on your desk is a bit lonely.

In the past week how many times have you engaged in a business conversation via the phone versus email or LinkedIn or even texting? How many times have you thought, “I should have just called her”? Or, “I wonder what he meant in that email when he said ‘let’s discuss’”? Perhaps it means we should actually talk.

Phone communication for business is not yet an antiquated activity but it’s getting there. Let’s not contribute to its demise.  Communicators who pick up the phone – either to make a call or receive a call – will (and do) have the edge with stakeholders. Social media cannot replace phone calls. Emailing cannot replace a one-on-one conversation.  An interview with a reporter that’s done by email is inferior to one that’s either in-person or by phone. A customer-service related issue is usually more efficient via email but if you really want to ‘wow’ a customer, check in by phone.  A press release does not replace verbal communication with key stakeholders.

As we embark on a new year for communications excellence, let’s make the call to take the call or make a call.

- Diane Schwartz  @dianeschwartz

Call me with topics you’d like to see covered in this blog: 212-621-4964.

 

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