In today’s fast-paced and digitally connected workplaces, choosing the right communication tool is essential for enhancing productivity, ensuring clarity, and fostering collaboration. With various options available—email, chat, and phone calls—each tool has its strengths and weaknesses, depending on the nature of the conversation and the urgency of the matter.
In this article, we’ll explore when to use each communication tool to ensure that your messages are delivered effectively, relationships are nurtured, and time is used efficiently.
Email is one of the most widely used communication tools in the workplace, especially for formal, detailed, or longer communications. It’s an excellent tool for conveying information that needs to be recorded, such as project updates, official notices, or follow-ups.
Formality: Email is generally more formal than chat or calls, making it ideal for professional communication with external clients or senior colleagues.
Documentation: Emails serve as written records, which can be helpful for future reference, legal documentation, or keeping a trail of conversations.
Detail-Oriented Messages: Email is the best choice when you need to send detailed information or share attachments such as reports, presentations, or proposals.
Tip:
Keep your emails clear, concise, and to the point. Use subject lines that accurately reflect the content, and don’t forget to proofread before sending.
Example:
“When updating the team on the status of a project, I send an email that outlines the key progress points, any challenges faced, and the next steps. This allows everyone to refer back to the details as needed.”
Why this works:
Email ensures clarity, formality, and easy documentation, making it ideal for situations requiring precision and a record of communication.
Chat platforms (e.g., Slack, Microsoft Teams) are becoming the go-to tool for workplace communication. They are ideal for short, informal conversations that require quick responses or collaboration with colleagues. Chat is less formal than email but still offers a professional space for day-to-day communication.
Instant Communication: Chat allows for quick, back-and-forth conversations, making it a great tool for urgent but less formal matters.
Real-Time Collaboration: Chat is perfect for brainstorming, quick questions, or informal check-ins with team members.
Less Formal Than Email: When you don’t need to formally document the conversation but need a quick response, chat is an excellent choice.
Tip:
Use chat for non-urgent questions, quick status updates, or casual exchanges. Keep your messages short and focused, and avoid using chat for lengthy or sensitive discussions.
Example:
“I use chat to check in with team members for quick updates or ask if they need help with a task. It’s efficient and allows for real-time feedback without clogging up the email inbox.”
Why this works:
Chat is great for immediate communication that doesn't require formality or in-depth documentation, and it allows teams to stay connected and agile throughout the day.
Phone calls (or video calls) are invaluable for conversations that are urgent, require a more personal touch, or involve complex topics that may need immediate back-and-forth interaction. While chat and email are efficient, there are times when a call is necessary for clarity and direct engagement.
Urgency: When the matter is time-sensitive and requires an immediate response, a phone or video call is the most efficient way to get quick feedback or resolution.
Sensitive Conversations: Calls provide a more personal touch, which is essential when discussing sensitive issues, delivering difficult feedback, or addressing interpersonal conflicts.
Complex Topics: When the topic at hand is complex or requires nuance and elaboration, a call allows you to explain things more thoroughly and interact in real-time.
Tip:
Use calls for matters that require a quick decision, detailed explanation, or sensitive discussion. Be mindful of your tone and clarity, and be sure to follow up with a summary email if needed.
Example:
“When discussing a project setback or negotiating a deal with a client, I prefer to call them. This allows for a more nuanced discussion and ensures that everyone is on the same page.”
Why this works:
Calls provide real-time engagement, allowing for clearer communication when addressing issues that require nuance, urgency, or empathy.
While the general rules above provide guidance, choosing the right communication tool also depends on several other factors. Here are some key considerations:
Urgent matters should be addressed via chat or call, as email responses may be delayed.
For non-urgent updates or details, email works well, while chat is ideal for quick, less urgent messages.
Emails are best for conveying complex, detailed information that needs to be referenced later.
Chat is perfect for short, clear messages, while calls can help clarify any misunderstandings or go deeper into complex issues.
Use email for formal communication, especially when addressing clients, upper management, or external stakeholders.
Chat is great for informal, internal communication, and calls may be necessary for building relationships or handling sensitive matters.
Emails are preferred by people who require written documentation or prefer formal communication.
Chat is best for colleagues who are in the same office or who enjoy quick, informal exchanges.
Calls are essential for building rapport with clients, or when interacting with colleagues who need immediate clarification.
Tip:
Adjust your communication method based on the recipient’s preferences, work style, and the context of the conversation. Some colleagues may prefer a quick chat, while others might appreciate more formal, detailed email exchanges.
Example:
“I know that my manager prefers detailed updates through email, but my team members often communicate best via chat. I adapt my communication method based on who I’m speaking with.”
Why this works:
Being adaptable and mindful of the recipient’s preferences ensures that your communication is more effective and efficient, strengthening your workplace relationships.
To further enhance your communication skills in the workplace, here are some general do’s and don’ts to consider when choosing between email, chat, and calls:
Do consider the urgency of the message and choose the most appropriate method (email for less urgent matters, chat or call for more immediate communication).
Do respect others’ time by choosing the right method for the message and avoiding unnecessary meetings or long-winded emails.
Do follow up with written communication when discussing complex or important matters in a call to ensure clarity and documentation.
Don’t overuse email for quick, informal conversations—use chat instead.
Don’t make calls without context—ensure the conversation is necessary and that it requires real-time discussion.
Don’t send long, unstructured messages via chat—keep chats concise and to the point.
Tip:
Respecting the communication preferences and time of others ensures that you maintain a productive and positive work environment.
Example:
“I make sure to send follow-up emails after phone calls to summarize key points discussed, which helps ensure everyone is aligned and reduces miscommunication.”
Why this works:
Being mindful of your communication choices and respecting the recipient’s preferences fosters more efficient and effective interactions.
The right communication tool can make all the difference in the workplace. By understanding when to use email, chat, or calls, you can ensure that your messages are delivered effectively, your relationships are maintained, and your workday runs smoothly. The key is to match the communication tool with the urgency, formality, and complexity of the conversation, while also respecting the preferences of your colleagues.
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