Since so many people are working from home these days, it’s important to discuss expectations regarding business and personal communication for internet and new media types. Here are four rules I try to live by: I’d love to hear what other rules you use to communicate via the web!
State a preferred method of communication
Most people don’t write out the way they use new media to communicate, but what I’ve noticed is that a general set of rules emerges on its own for each individual. For example, I don’t read Twitter direct messages unless it comes from someone I know personally. I don’t respond to Facebook messages unless they come from my sorority sisters. I don’t use Skype or gTalk for important information, like accounts or passwords.
It is likely that you’re rules are not the same, because it’s all about preference. With all the different ways to communicate, professionals in new media have to be clear about how to reach them for business so that they can actually manage their business efficiently. So put a line in your email signature, or make your preferred method clear on your voicemail or business card.
My preferred method for all initial communications is email. Readers of this blog can best contact me at m@twentyset(dot)com.
Have patience
I am constantly asking my husband if he saw such-and-such email, and he tells me things like, “The last time I checked my email was at lunch.” When it’s 5pm. And then he goes on about how I live too much in a virtual world, and I offer to buy him an iPhone to replace his crappy Sony Erickson flip that he refuses to upgrade, and we laugh about how we are possibly so happily married.
If my husband and I are on different pages, just imagine how crazy business communication is in this ever-changing world of social media. The reality is that people have very different perceptions of how urgent matters are, and they filter and prioritize in part by the medium through which they receive the communication. But everyone has different ideas about the rules, and the internet just perpetuates the likelihood that two people’s perceptions won’t match up.
So get real and have patience when you send out a message. There is no 48 hour rule on email. There is no right way to use Twitter. And anyway, if you are observing the person’s preferred method of communication, you will not need to worry so much about having patience.
Understand why people aren’t replying to you
I will be the first to admit that I don’t reply to every single email. I try, but some slip through the cracks. And you can say that I have bad time management or I’m disorganized or whatever, but I seriously doubt most people at my level of connectivity or above genuinely answer every piece of communication they receive in a timely manner.
There are only a couple reasons why I don’t reply –
You didn’t ask for a reply – Sometimes people send me beautiful, long emails about how much they love my blog, or about what their company does, or about a new project they started. Then they wonder why I didn’t respond, and it’s usually because there was no call to action. So if you want me to do more than read your email and appreciate the wisdom you’ve imparted on me, ask a question at the end, or tell me what you want to come from the exchange; otherwise I usually mark it as “FYI” and move on.
I forgot – Sometimes I genuinely want to help you, but it takes awhile and I don’t have time right then; so I mark your request as “come back to later.” Then later never comes and there is no trigger to remind me. It doesn’t hurt to send a few follow up emails after a couple days to ask about the first email. But be warned – if you don’t get a reply to the third email, don’t send a fourth.
You’ve made it hard for me to help you – Sometimes my mom calls me just to chat, but she wants to talk for an hour. Sometimes people want me to write a blog post about them, but don’t send all the information I need; or worse, send me a generic press release. Look, the world moves a lot faster these days. If you lessen the time it takes me to help you, I am more likely to do so.
I reply way more than most people I know – so I think these reasons are probably why a lot of people don’t reply. Start here if you are not getting responses.
Sometimes you have to pay to play
Another reason you may not be getting a response is because you want too much for what you’re offering, and the relationship isn’t mutually beneficial.
For example, someone asked me the other day, “You can be an elusive chick. What’s the best way to reach you?”
What he really meant was “What’s the best way to reach you immediately, whenever I want?”
Look, I can’t be someone’s b*tch, and I can’t give all my knowledge away for free. So I replied, “The best way to reach me is to pay me!” (PS. If you read this blog this story is not about you, so please don’t email me to confront me.)
Harsh, maybe – but in this day and age, it is just too easy to reach out to someone for a favor. Thanks to the popularity of my blog, strangers and weak ties constantly call me, chat me through GTalk, Twitter and Facebook message me, etc. for advice or help, which gets overwhelming after awhile.
Don’t get me wrong – I love hearing from readers and companies trying to use social media. That’s why I started this blog to begin with, so don’t be shy about sending me messages. But understand that I only have a limited amount of time to help people who ask for it, and blog popularity is not scalable unless you take the Tim Ferriss route.
If you really want a direct line to someone, consider putting them on retainer with your company. I answer client calls immediately, at any time of the day – but it’s completely unrealistic for me to give non-payers the same treatment.
What are your thoughts on communicating via the web?
4 Rules of Communication for Internet and New Media Types
Since so many people are working from home these days, it’s important to discuss expectations regarding business and personal communication for internet and new media types. Here are four rules I try to live by: I’d love to hear what other rules you use to communicate via the web!
State a preferred method of communication
Most people don’t write out the way they use new media to communicate, but what I’ve noticed is that a general set of rules emerges on its own for each individual. For example, I don’t read Twitter direct messages unless it comes from someone I know personally. I don’t respond to Facebook messages unless they come from my sorority sisters. I don’t use Skype or gTalk for important information, like accounts or passwords.
It is likely that you’re rules are not the same, because it’s all about preference. With all the different ways to communicate, professionals in new media have to be clear about how to reach them for business so that they can actually manage their business efficiently. So put a line in your email signature, or make your preferred method clear on your voicemail or business card.
My preferred method for all initial communications is email. Readers of this blog can best contact me at m@twentyset(dot)com.
Have patience
I am constantly asking my husband if he saw such-and-such email, and he tells me things like, “The last time I checked my email was at lunch.” When it’s 5pm. And then he goes on about how I live too much in a virtual world, and I offer to buy him an iPhone to replace his crappy Sony Erickson flip that he refuses to upgrade, and we laugh about how we are possibly so happily married.
If my husband and I are on different pages, just imagine how crazy business communication is in this ever-changing world of social media. The reality is that people have very different perceptions of how urgent matters are, and they filter and prioritize in part by the medium through which they receive the communication. But everyone has different ideas about the rules, and the internet just perpetuates the likelihood that two people’s perceptions won’t match up.
So get real and have patience when you send out a message. There is no 48 hour rule on email. There is no right way to use Twitter. And anyway, if you are observing the person’s preferred method of communication, you will not need to worry so much about having patience.
Understand why people aren’t replying to you
I will be the first to admit that I don’t reply to every single email. I try, but some slip through the cracks. And you can say that I have bad time management or I’m disorganized or whatever, but I seriously doubt most people at my level of connectivity or above genuinely answer every piece of communication they receive in a timely manner.
There are only a couple reasons why I don’t reply –
You didn’t ask for a reply – Sometimes people send me beautiful, long emails about how much they love my blog, or about what their company does, or about a new project they started. Then they wonder why I didn’t respond, and it’s usually because there was no call to action. So if you want me to do more than read your email and appreciate the wisdom you’ve imparted on me, ask a question at the end, or tell me what you want to come from the exchange; otherwise I usually mark it as “FYI” and move on.
I forgot – Sometimes I genuinely want to help you, but it takes awhile and I don’t have time right then; so I mark your request as “come back to later.” Then later never comes and there is no trigger to remind me. It doesn’t hurt to send a few follow up emails after a couple days to ask about the first email. But be warned – if you don’t get a reply to the third email, don’t send a fourth.
You’ve made it hard for me to help you – Sometimes my mom calls me just to chat, but she wants to talk for an hour. Sometimes people want me to write a blog post about them, but don’t send all the information I need; or worse, send me a generic press release. Look, the world moves a lot faster these days. If you lessen the time it takes me to help you, I am more likely to do so.
I reply way more than most people I know – so I think these reasons are probably why a lot of people don’t reply. Start here if you are not getting responses.
Sometimes you have to pay to play
Another reason you may not be getting a response is because you want too much for what you’re offering, and the relationship isn’t mutually beneficial.
For example, someone asked me the other day, “You can be an elusive chick. What’s the best way to reach you?”
What he really meant was “What’s the best way to reach you immediately, whenever I want?”
Look, I can’t be someone’s b*tch, and I can’t give all my knowledge away for free. So I replied, “The best way to reach me is to pay me!” (PS. If you read this blog this story is not about you, so please don’t email me to confront me.)
Harsh, maybe – but in this day and age, it is just too easy to reach out to someone for a favor. Thanks to the popularity of my blog, strangers and weak ties constantly call me, chat me through GTalk, Twitter and Facebook message me, etc. for advice or help, which gets overwhelming after awhile.
Don’t get me wrong – I love hearing from readers and companies trying to use social media. That’s why I started this blog to begin with, so don’t be shy about sending me messages. But understand that I only have a limited amount of time to help people who ask for it, and blog popularity is not scalable unless you take the Tim Ferriss route.
If you really want a direct line to someone, consider putting them on retainer with your company. I answer client calls immediately, at any time of the day – but it’s completely unrealistic for me to give non-payers the same treatment.
What are your thoughts on communicating via the web?