Business Text Messaging Etiquette

Many of the concepts that apply to email apply to text messaging regardless of platform (Desktop, Laptop, PDA, Blackberry, iPhone, Pocket PC) and vice-versa. The key is courtesy and clarity in your communications. You need to use Instant Messaging (IM) or Text Messaging properly with consideration for the person on the other side.

• First and foremost, always be cognizant about when and where is the most appropriate time to send a business associate a Text message. Doing so during meetings, while on the phone with another person or at activities where your attention is expected is inconsiderate — and unprofessional. There is a time and place for everything — and this applies to Texting (and checking email on portable devices) as well!
• Start by always asking if the person you are Texting is available and if it is a good time to for them to have a Text exchange with you. I get email all the time from folks who get frustrated by others who think they should be available 24/7 or whenever they are online. If the person you want to Text is busy, ask them when they will be free. You do the same – if you are busy and are not available for a continuing Testing session, let the other person know and advise them when you can connect at a later time so that they can have your full attention.
• Practice communicating briefly and succinctly. Clarity is a skill that needs to be worked on in email in general let alone when it comes to the short messages generally used with Texting. Texting is meant for brief communications – not your manifesto on all the details you need. Nor is the Text environment an excuse to be rude or terse because you don’t want to take the time to be considerate of the other side.

  If the topic is that long winded or complicated, ask when would be a good time to give a call on the old fashioned telephone to discuss the topic further. Or take the time to send an email where you can be concise and courteous.

  With Texting there are limitations you need to be aware of for long winded discussions. Texting generally only allows a limited number of characters per message. Anything that cannot be communicated effectively in short blurbs should be discussed via regular email or telephone to avoid confusion and possible misunderstandings.

• Use Texting for non-critical topics or informational briefs. Serious topics are not for Texting. And you know what those are — use your discretion! Certain topics and situations require face-to-face meetings or at the very least telephone call. Texting is not the place for serious topics, emotional or confrontational issues.
• If you are not a smooth multi-tasker, do not continue multiple Texting sessions and leave folks hanging while you communicate with others. If you cannot give someone your full attention, schedule another time to hook up and IM. Leaving others hanging while you Text with others is wasting the other person’s time and gives them the impression you do not feel their time is valuable.
• Take into consideration who you are communicating with to determine the acronyms and emoticons that should be used – if at all. Certainly you wouldn’t use the same with a business associate vs. a friend. You also wouldn’t use certain acronyms with your Mom who may not even know what the acronyms mean. Use your better judgment here!
• Although Texting is by nature a more casual environment, keep in mind the quality of your messages will reflect on your business, your perceived credibility, professionalism and tech savvy. A spelling and grammar check is imperative in any form of business communications regardless of mode used. If you are communicating with professionals; don’t communicate like a grade schooler.

By following the above commonsense suggestions, your Texting activities can enhance rather than detract from your business communications.

Some More Info for You:

1. Business E-mail Etiquette: The One Thing That Matters