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I'm surprised at the number of people here who say that email is a more effective form of communication. To me I've seen way too many email chains deteriorate

I'm surprised at the number of people here who say that email is a more effective form of communication. To me I've seen way too many email chains deteriorate to the point where someone finally steps up and says let's have a call to hash this out. Conversely I've never once been on a call where someone has said, you know what? This would be solved quicker and better via email. If I need something done quickly then I always call. Email can be put off way too easily.

caw 14y ago
I agree with everything said here. The important thing is to set time limits for pre-planned phone calls. If it's an impromptu call and you don't have much time, make sure you stay on topic. The other thing I've never seen happen in a business email is gossip. Due to natural shifts in the conversation, you learn things that may not be mentioned in an email. There are things people won't put down in an email because of whatever reason (it's in writing, could be perceived as off-topic), that they'll bring up suddenly if they think of it while talking. Some of that is important information to know.
dwj 14y ago
Actually, I do that all the time (tell people it will be easier to do this via email). Most of my calls are support, and it's generally MUCH quicker and more efficient doing it via email than over the phone. I actually removed the phone number from our website 6 months ago and we just have email sales/support now. If someone prefers to talk on the phone (or in the rare case where it would be more efficient to do a phone call), I just call them back. The problem is that I'm thinking we might be losing some customers who prefer to see a phone number they can call, so I'm considering putting our phone number back on the website. I just wish I could educate people to consider sending a 30 second email versus having a 30 minute phone call to sort out problems...

caw 14y ago

I agree with everything said here. The important thing is to set time limits for pre-planned phone calls. If it's an impromptu call and you don't have much time, make sure you stay on topic. The other thing I've never seen happen in a business email is gossip. Due to natural shifts in the conversation, you learn things that may not be mentioned in an email. There are things people won't put down in an email because of whatever reason (it's in writing, could be perceived as off-topic), that they'll bring up suddenly if they think of it while talking. Some of that is important information to know.

dwj 14y ago

Actually, I do that all the time (tell people it will be easier to do this via email). Most of my calls are support, and it's generally MUCH quicker and more efficient doing it via email than over the phone. I actually removed the phone number from our website 6 months ago and we just have email sales/support now. If someone prefers to talk on the phone (or in the rare case where it would be more efficient to do a phone call), I just call them back. The problem is that I'm thinking we might be losing some customers who prefer to see a phone number they can call, so I'm considering putting our phone number back on the website. I just wish I could educate people to consider sending a 30 second email versus having a 30 minute phone call to sort out problems...