It used to be that their “communication channels” at work included phone calls and maybe faxes. However, if I count all the communication channels that I have used in the last week, there are the telephone, video conferences, SMS, A2P messaging and instant messaging. Like emails, phone calls won't go away anytime soon (IMHO). People talk a lot on the phone, but it's still one of the fastest ways to get an answer, and when it comes to fast, direct and effective communication, few channels can beat it.
Telephone calls are still the formal communication channel of reference and are best used for urgent or important conversations, both with teammates and with customers or potential customers. And if you use phone calls a lot to hold conversations with customers every day, you might want to look for something like a contact center platform that's actually designed to help your team talk to customers. Text messages are a basic element of communication in most of our personal lives, but business SMS can also be useful depending on your role and your industry. Some people respond better to business messages than to phone calls, and in certain situations, sending a text message makes more sense.
I know I prefer to receive an SMS reminding me of an upcoming appointment with the dentist rather than receiving a call. In general, text messaging is a quick and discreet way to send direct and simple messages. From filing an annual report to having a weekly one-on-one meeting with a teammate, there are a number of everyday events at work that require different forms of communication. The choice between analog and digital can affect the environment, context and interference factors in the communication process.
After all, considering both marketing and customer support, your communication skills contribute greatly to the success of your company. In the workplace, the main channel of communication is verbal, and much of this communication is used to coordinate with others, solve problems and promote collegiality. Another reason why email works as a customer-oriented communication channel is that, unlike other marketing channels, you will always be the owner of your email list. An important internal communication channel is email, which is practical but must be handled with care.
A message relayed in a daily blog post will reach the recipient differently than if it is delivered in an annual report, for example. For example, talking to a colleague in a monotonous voice with no change in rhythm or gestures is not a very rich experience. And since my team is spread over several time zones, this is also an excellent asynchronous communication channel for us, since it doesn't require everyone to meet at the same time. Some examples are conversations in the work room in which team member inquiries are addressed, conversations at lunchtime, many of the emails where formal orders are not needed, for example, if someone is looking for quick information, etc.
One of the reasons why email is so effective in marketing your products is that you communicate with a pre-selected audience, an audience that has agreed to see your updates, offers and news. What you say is a vital part of any communication, but what you don't say can be even more important. In situations with close friends or co-workers, for example, you can choose more informal words, as opposed to the words you would choose for a presentation you are going to give to your supervisors. So, whatever the size of your company, remember to prioritize this marketing communication channel above all others.