Email, Slack, Google Chat, WhatsApp… the list of quick communication methods we have today in 2022 is endless.
And, most of the time, they’re great options. Emailing and instant messaging (IM) are fast, convenient, and doesn’t require the other person to be free at that moment.
But are they the most effective way of communicating? Sometimes, the best option is a face-to-face (or voice-to-voice).
Here are some common scenarios where it’s important to choose phone calls or in-person conversations over an email.
When to Call Instead of Email
There are some scenarios that demand either an in-person chat or at least a phone or Zoom call (you can check out these Zoom alternatives for video meetings, too). These situations depend on the context and who’s communicating together.
We’ll get into some specific scenarios below, but the general best practices for picking up the phone or talking in person are any conversation that include:
- Personal or sensitive topics
- Strategic planning and decision-making
- Complex issues or discussions
- Urgent and timely manners
- Relationship building
On the flip side, emails and IMs also have their place. Just make sure you’re following our 10 tips to write emails people want to read.
Written communication is generally great for things like:
- Quick updates about an event, project, or meeting
- Documenting information for future reference
- Sharing additional resources or attachments
- Follow-up on action items
- Simple and objective questions
With those guidelines in mind, let’s dive into a few specific scenarios where it’s better to choose the phone, Zoom, or in-person.
Colleague-to-colleague communication
Picking up the phone or getting on Zoom is a great way to “cut to the chase” with colleagues. It can also ensure that everyone is on the same page and understands expectations moving forward.
Here are a few scenarios in which emails don’t cut it:
- Work issues and disagreements: If there’s any sense of frustration or misunderstanding, get on the phone or in person and talk about it. Written communication doesn’t lend itself to nuance, and you’ll be able to say your piece and understand the other person better verbally.
- Excessive emailing: We’ve all been there—endless emails over multiple days with no conclusion. If your email chain is getting so long you need to scroll way back to get the context—pick up the phone.
- Project planning: Deep work like project planning, brainstorming, or an event run-through is easier to do in person (ideal) or on Zoom. Seeing your colleagues face-to-face makes conversation and discussion more natural and effective.
- Tight deadlines: If you’re on any kind of deadline, pick up the phone to expedite the process.
Manager-to-employee communication
Communication between managers or employers and their team is often more serious, just by the nature of their position. These are the relationships where tough conversations in the workplace typically take place, too.
Some situations best handled in-person or over the phone include:
- Performance reviews and conversations: If you’re completing a performance review or having a conversation about how an employee is doing, set time aside to have the conversation in person or on Zoom. This shows care to the employee because you’ve prioritized it and ensures that they clearly understand what you’re saying.
- Bad news or good news: Emails lack nuance. When there’s good or bad news—anything that precipitates a significant change—deliver it in person or on the phone. It ensures that everyone understands and also adds to the weight and significance of the information.
- Information about new roles or tasks: If you’re briefing an employee about their new project, role, or tasks, consider doing so in person. It allows them time to ask questions and fully understand what you’re asking them to take on.
Business-to-customer communication
Depending on your business, you may have a lot or a little direct communication with clients and customers. But knowing when to pick up the phone ensures you’re available for customers when they need it—if you only rely on email, you may help your competitors by being unavailable.
Here are a few circumstances that deserve a phone call:
- Unhappy clients: If you’ve received a complaint or negative review, consider reaching out by phone to make it right. This helps clarify exactly what went wrong so you can resolve the situation. If you don’t want to “cold call” the client, you can email them a brief explanation and then offer the chance for a phone call follow-up.
- Follow up after initial interest: Phone calls or in-person meetings may already be part of your sales prospecting efforts. If they’re not, consider adding it! Personal communication is a highly effective way to build connections, network, and land large clients.
- Changes to delivery or issues with the product or service: If your client has purchased a large volume of product for you or a high-ticket service, make sure to communicate if something goes wrong. The personal touch of a phone call to explain logistic challenges or changes to their order will go a long way to smooth things over.
Choosing the right way to communicate is almost as important as what you’re saying. Communication theorist Marshall McLuhan put it this way: the medium is the message.
Deciding the right way to say something is part of understanding what’s urgent vs. important and how to best communicate it.
So, next time you’re trying to decide on a method of communication, consider which one best helps reach your goals. While emails and Slack have their place, knowing when to pick up the phone, jump on Zoom, or bring your team together in person can transform the way you communicate at work.
If you’re looking for a place where you can connect with people in person, we invite you to book a meeting room at The Post.