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 In our fast paced world, we rarely stop to ponder our true message. We often see email, voice mail, and a personal message as all being the same. In fact, they aren't. To build and maintain the most positive business relationships, you must carefully consider the complete message you are sending. If the relationship feels strained, it could be because you are using the wrong medium to send your message.
Remember...that which is most personal is most powerful. When a man proposes marriage, it is in person, not by email or Fed Ex. On the other hand, we don't make personal appointments to advise others of a meeting announcement. The medium is truly the message. So, if you get it right, the friction will go away, and people will be happy to work with you.
Here's my rank order list of the ways we communicate from most powerful to least powerful. Use those highest up on this scale to send your most important messages and be content sending the routine communications through the channels listed at the bottom of the list:
Face-to-Face
If you really want to show someone that they are important to you, a face-to-face conversation is irreplaceable. You undoubtedly remember who attended your special events like weddings and graduations because they were there to recognize and honor you. Showing up at hospitals, ball games, or stopping by just to say hello, really shows someone you care. Professionally, it is a great idea to make lunch plans, or schedule one-on-one meetings with enough time to sit and visit without feeling rushed.
Personal Letters
Personal letters are rare in the business world. It was said that the computer age was going to bring a paperless society, and indeed this may be true when it comes to letter writing. Today, when kids meet other kids at camp, they don't get their street addresses; they get their email addresses. Taking the time to write without the ease of the backspace takes a great deal of thought. That is why personal letters are so special. If you want to share a special message, or tell someone a heartfelt thank-you and you just can't do it in person, a handwritten note or letter is a great idea.
Phone Calls
A phone call is also a good way to show you value the person you are communicating with. Many times we opt not to call because we feel we don't have time for small talk. However, there is no denying that hearing a live voice and receiving live responses is a great way to strengthen your relationships.
Voice Mail
Voice mail is semi-personal because the person trying to contact you actually hears your recorded voice as a greeting. However, when someone leaves a voice mail, it can become discouraging when the call isn't returned. If you are going to have a voice mail system, there is a simple way to keep relations positive between yourself and those who are calling you - always return their calls!
E-mail
Many people in today's society don't even know what snail mail is. They pay bills, they conduct business, and they talk with friends via email. They even have birthday card websites set up so that people can give and receive birthday wishes by email. But lets be honest - although thoughtful - it is hard to replace the handpicked, hand written card that you get in the mail. If you want to conduct good business, don't do it all on line.
Auto Response
The most impersonal form of communication is the auto responder. When was the last time you called for customer service and instead of talking to a live person you received a computerized voice - you know, the one that you need a touch tone phone to communicate with? Although the auto responder system can be handy, it can be frustrating when you are looking for a specific question to be answered. There is no personal connection when you are instructed to - "please enter your nine digit account number now".
Concluding Thought
So, the next time you wish to communicate with someone, take a look at this list of communication mediums. Ask yourself - "How important is the person I wish to contact?" and "How special is the message I am sending?". When in doubt, a personal call or a personal meeting is best. Although technology can save us time, there are still better ways to send a strong message - remember the medium, in many ways, is the message.
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