How to Handle Unasked for Business Texts and IMs
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Texting Assumptions
Is it safe to assume that, because almost everyone now has a smartphone and the ability to text, you can do so whenever you like? One site visitor commented that texting is now part of business and is expected as a result. So basically, live with it.
I disagree with “living with it.” Especially since texts can be sent at any time of day, including weekends and outside of business hours.
Other inquiries I’ve received were about how to handle unsolicited texts and instant messages. Here is an example that is indicative of several that I received:
That’s not necessarily the case. Just because someone has a phone with them all the time doesn’t mean you have permission to text or message them at any time that is convenient for you.
There are two types of unasked-for requests. From those you know and those you do not know. Your approach would likely be different for each.
Business Contacts You Know
All anyone has to do is set the stage. Let them know you are not available for business by text from the start.
For example, in my business, texting is not efficient or convenient for me. I inform my clients before we begin working together that I do not use texting for business communications.
This came about after new or potential clients assumed I was available by text any time of the day — and on weekends! So I had to nip that in the bud.
TEXT: Hey, can I get some information on…
ME: Sure — go to my site and complete the inquiry form, and I’ll get back to you promptly. Moving forward, let’s keep all communication on email. Thanks!
Not to mention, there is no convenient way for me to document or archive those conversations. For my business, I choose to utilize email and phone only.
My approach may not work for everyone. And that’s fine. If you are open to receiving texts or instant messages from business contacts or associates, it’s essential to set clear ground rules from the start.
Be transparent about when texting is appropriate, such as days and times. Believe me, if you don’t, the 24/7 mentality will be assumed.
When texting associates you know don’t mind your texts, it’s always best to start with “Is this a good time?” This is called simple business courtesy.
Business Contacts You Don’t Know
Even if you’ve had a preliminary email contact, do not assume that because you have a phone number, you can text your new contact. Doing so could be viewed as demanding, reflecting what it may be like to do business with you.
Remember, we are discussing business texting and instant messaging (IMs). Because texting and IMs are considered informal forms of communication, it is helpful to also keep in mind that there is nothing informal about business.
If you do not want to offer texting as a communication tool, you have that right. Just be straightforward and kind about that up front. For those who don’t mind text messages during their business day, setting limitations and guidelines is a wise approach.
For more on Business Texting, read: Business Texting Etiquette.
