Advances in technology over the past few decades and the rise of remote working since the coronavirus pandemic began have changed the way we communicate.

Tools like email, Slack, and other platforms have made it quicker and easier to contact colleagues and clients all over the world.

But has this progress come at the expense of human interaction?

Even though most businesses now expect their teams to work in the office at least a few times a week, it seems old habits die hard.

In a recent survey of 2,000 office-based workers in the UK by the Independent, 1 in 5 said they still go an entire day without speaking to a colleague face to face. More than half use email or other message services to communicate with people in the same room.

I work fully remotely and couldn’t do my job without digital communications. But I also know the value of picking up the phone, jumping on a Zoom call, or arranging an in-person meeting.

Talking to clients and colleagues still matters. Here’s why I think you might benefit from doing it more often.

Written communication is important, but it has limitations

Emails and other written messages can be an efficient way to provide a clear record of decisions and planned actions. They support accountability and enable interactions between people who have different schedules and workplaces.

However, it’s worth considering the following limitations of written communications before hitting “send” on your next message.

• Written messages lack the nuances of tone and body language, so they can be easily misunderstood.
• Endless email or text “ping-pong” can waste time and drag out important issues when a quick conversation might have resolved them faster.
• Overreliance on written messages can create distance between people and make it hard to forge meaningful relationships, which are essential for effective collaboration.
• The written word may seem abrupt or unempathetic in sensitive situations.

Why it’s good to talk sometimes

I recently had a video call with a client I’ve worked with for some time but had never spoken to. We talked shop but also chatted about our dogs and life in our respective locations.

Our working relationship has always been positive, but after this interaction, it got a whole lot better. Everything runs more smoothly; there’s much more sharing of ideas and discussion rather than the previous question-and-response pattern we had. If any issues arise, we deal with them respectfully and collaboratively.

That was the effect of a single Zoom call.

Here are a few reasons why you might want to jump on a call with your clients and colleagues too:

• It’s easier and quicker to build rapport and trust than by using written messages alone.
• Talking allows you to establish boundaries and agree on how you’ll work together, rather than focusing entirely on what needs doing.
• Active listening helps people feel heard, respected, and valued.
• Body language provides cues about how a person is feeling and responding to you.
• Talking can reduce isolation and improve connection, bolstering employee wellbeing.

Pick up the phone or send an email? 4 things to consider

There’s no “right” way to communicate with colleagues and clients. But it’s worth thinking about what’s best for a particular moment, situation, or person – rather than going with your default option.

Here are four things to consider:

1. Think about why you’re getting in touch – Messaging services such as email and Slack can provide an efficient way of making contact and sharing information. But it’s important to think about the purpose and intended outcome of your communication. Email is great for simple updates, scheduling meetings, and sharing documents. However, it can’t replace conversation, which is why it’s less suited to sensitive issues, complex queries, urgent matters, conflict resolution, and building rapport. In these situations, a call or face-to-face meeting might be more useful.

2. Consider the other person’s preferences and priorities – There’s no benefit to forcing conversations on people who don’t want them or have no time for them. If you know a particular colleague or client is more comfortable using written messages, go with it. The key is to tailor your approach to individual needs.

3. Don’t underestimate the value of “non-work” calls – These may seem like a drain on your and the company’s time, but informal chats are a great way to build trust and strengthen working relationships. They can also make employees feel valued and reduce the risk of burnout, which could boost morale, engagement, and retention. At The Yardstick Agency, each team has a weekly meeting where we talk about our weekends rather than targets and deadlines. As most of us work remotely, this is an important part of getting to know one another and building relationships that foster effective collaboration. We also have social events in Nottingham several times a year, which the whole firm attends.

4. Offer training and support – If you have people on your team who’ve spent years living and dying by email, they might lack confidence engaging with clients or colleagues on a video call or in person. Offer guidance on the etiquette your firm expects during such interactions and, where necessary, consider providing some coaching or mentoring.

At The Yardstick Agency, we’re always happy to jump on a call and talk things through. We take the time to get to know our clients and tailor our communications to each person’s needs.

To find out more about how we work and the services we offer, email hi@theyardstickagency.co.uk or call 0115 8965 300.