Business texting has become a major method of communications in virtually every industry. For many, text is quicker, more effective, and cuts out layers of discussion that can bog down decision-making. There is, however, a protocol that you must follow; here are some “dos” of business text messaging.
Do Think about What You Write
Once you put it in a text and send it, it’s out of your control. Because of that, just like on social media, think before you text. A good rule of thumb is to not ever text immediately, but wait for at least a few seconds before sending. That will give you time to think about your message and to cool off if that’s an issue before you send your message out on your business text messaging app. For this reason, it’s also important to develop a script, or templates, for certain common text messages, like appointment reminders.
Do Be Positive
You must stay positive, as it helps businesses develop and stay professional. Always interact with your clients and customers in a positive manner. Communicating with a friendly, upbeat attitude reflects well on your company and engages customers.
Do Be Professional
It’s fine if you TTYL with your BFF, but not if the text you want to write is for business. Even if you and your customer have a good relationship, keep the messages professional. That means words are spelled out, grammar is used, spelling and words are checked and sentences are complete. At all times. No exceptions.
Do Keep It Short
The purpose of text messaging is to be able to communicate with brevity. It’s not to send missives, give your life story or take more than two or three short sentences. In fact, while you want to avoid abbreviations and acronyms when possible, being brief is critical to effective text messaging. The brevity rule is particularly true if you are texting multiple people. In-person, phone or conference calls are the place to provide perspective, clarity and detail to your texts; not the other way around.
Do Use Selective Messaging
Many messages are perfectly appropriate for text messaging. Many are not. Knowing the difference is key to ensuring effective communication. Business text messaging should be oriented towards business topics and needs. If you do have content that you want to share with someone that is personal or not appropriate for business, do it via another messaging service and not your business number.
Understanding what is appropriate and what is not when using Business Text Messaging services is key to ensuring the text messaging service performs as needed. These guidelines will help you achieve the former and avoid the latter.