TEXT / SMS COMMUNICATION
Sept. 20, 2023
We have seen that most people prefer messaging as base communication with corporate entities and of course also in a personal capacity. But how can we assure clear and effective communication given the short nature of such interaction? One of the fears is that we will be misunderstood or that the core of our intention will not be transferred to the other party and we will not get the response we seek.
We have little control over when our reader sees and reads our message for the most part. They could be very busy and distracted, right at the moment our message reaches them. We need them to see our message clearly and be able to understand what we are trying to say quickly. The amazing ability given to us through the automatic translation abilities incorporated into the Engage product opens up to us more effective communication with all kinds of people already. However, this raises another question. How can I assure clear messages in a multicultural environment and avoid miscommunication or even offending someone?
Gloria Jacobs (2008) warns against falling into the trap of using bad spelling and grammar in Instant Messaging (IM) and we have little excuse with Computer Mediated Communication (CMC) available to us, such as Engage and Reach. Clear communication requires us to follow proper language practices, which will also translate well to the AI language facilities (pun intended).
Jennifer Wagner (2019) says that 90 percent of cell phone owners use text messaging more than any other app. The reasons are that they are ‘nearly instantaneous, visual, create an easy-to-reference record, and can be read at the recipient’s convenience’.
But when it comes to the actual message writing, what should you focus on? The following highlights the importance of compiling high quality automated messages into your software - thinking carefully of your clients’ various possible interests and situations at the time of communication. Furthermore, close monitoring and participation with employees during personalized interactions, especially with new agents, is seen to be crucial.
As we have seen, the preferred communication means today is messaging, but it has its pitfalls. The good news is that the best ways of communication are not that difficult and with the right software, the task is made much easier.
A short message can be easily misunderstood, but considering the rules above will help you to avoid this, while also maximising your impact on the target audience. We wish you the best in your future interactions.
Jacobs, Gloria E. 2008. We learn What We Do: Developing a Repertoire of Writing Practices in an Instant Messaging World. Journal of Adolescent & Adult Literacy.
Wagner, Jennifer. 2019. Leveraging Text Messaging to Improve Communications in Safety Net Programs. Accessed from: https://www.jstor.org/stable/resrep23785
Nesterenko, Iuliia. 2022. How to Write a Good SMS Text Message. Accessed from: https://yespo.io/blog/how-write-good-sms-copy.
Luberto, Jacqueline. 2023. How to Write Messages. Accessed from: https://paragraphai.com/how-to-write-a-message/.