Texting As a Form of Communication in Business
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Texting As a Form of Communication in Business
- 1. B Y V I S H A L S H A R M A
- 2. AGENDA I. Introduction II. Use and Popularity of Texting III. Adaptation of Texting in Business IV. Negatives of Texting As a Form of Communication I. Leads to disintegration of language II. Causes a disconnect III. Loss of productivity V. Positives of Texting As a Form of Communication I. Provides instant and constant connection II. May provide for a personal connection VI. Recommendations VII. Conclusion VIII. References
- 3. INTRODUCTION Due to the convenience and cost effectiveness of texting, adaptation in businesses has increased (Manager 2004; Tilley 2009; Bour 2010). • Texting is used (Tilley 2009): • To communicate internally. • To maintain business relations. • For brand and product advertising. Report Purpose: • Review and understand overall impacts of texting as a form of communication in business. Method: • Through the analysis of multiple sources, this report assessed impact of texting on language, interpersonal relations and business productivity, as a means to evaluate whether texting in business has peaked, with limited future potential.
- 4. USE AND POPULARITY OF TEXTING • Number of text messages sent worldwide annually is already in trillions, and with world mobile subscription reaching 6.8 billion, Texting and Short Message Service (SMS) correspondences are bound to increase exponentially (Tilley 2009; United Nations Report 2013). • Youth use text messaging, for the purpose of coordinating plans, for it’s flexibility allowing them to multitask, and to stay connected (Hemmer 2009; Morrill, Jones & Vaterlaus 2013). • Smartphone owners aged 18 to 24 send and receive an average of 3,853 text messages in a month. • 2,240 messages among 24-34, • 1,557 messages among 34-44, • 998 messages among 45-54, & • 491 messages sent and received among the age group of 55+. Image Source: United Nations Report 2013 Combined sent messages among the age 25-44 (1,941) is still lower than the message sent by the younger age group of 18-24 (2,022).
- 5. USE AND POPULARITY OF TEXTING (CONT…) • Texting has become the dominant mode of communication among youth. In addition, most of the communication takes place electronically. • Text messaging provides the ability to connect with multiple people at anytime from anywhere. However in an effort to save time and stay connected, they reduce face-to-face communication. • Face-to-face communication is a vital element in business (Manager 2004; Manning et al. 2012). • Texting deprives them from any of the visual and auditory cues of facial expression, body language, and voice dynamics that convey emotion and and meaning (Suler 2010). However, this sensory anonymity may also assist certain individuals who lack interpersonal skills due to being shy or introvert, get their message across easily. Image Source: Huffington Post
- 6. ADAPTATION OF TEXTING IN BUSINESS • Reaching people while they are unavailable, • For urgent visual contact, • For office-based PAs to keep in touch, • Useful for dealing with younger people, • For sending brief product details/data, • Confirming appointments/meetings/transactions, • Short simple messages & • Use with pictures. As per British Journal of Administrative Management (2004), texting is used primarily for the purposes of: Image Source: Recruitment Manager Training
- 7. ADAPTATION OF TEXTING IN BUSINESS (CONT…) • In 2012, SMS use for work- related communication was limited to only 15% of adults (Lam 2012). • Most recent survey found that 67% of individuals surveyed using text messaging for business related communications every day (HeyWire 2014). • The survey also found individuals using their personal phones for business related communications. Image Source: HeyWire Survey 2014
- 8. ADAPTATION OF TEXTING IN BUSINESS (CONT…) Image Source: HeyWire Survey 2014
- 9. LEADS TO DISINTEGRATION OF LANGUAGE Image Source: EDTech Magazine Texting is widely popular amongst youth, which greatly affects their language skills (Hemmer 2009). Recent studies found (Shafie et al. 2010; Toribio 2012): • Texter ages 13 to 17 served under the impression that this texting lingo is normal and accepted use of the language • Students who had recently sent or received a text message performed considerably worse on grammar exam than those who had not. • Young adults who consistently use this texting lingo, are less likely to switch back to traditional grammar when appropriate. • Students may know the different style of language to be used during formal and informal situations; however, are not able to recall the right spellings when the situation arises. Primary Cause: People are more interested in getting their messages across and less concerned about correct spelling, grammar and punctuation (Shafie et al. 2010; New Zealand Management 2011; Alistair 2012).
- 10. CAUSES A DISCONNECT • People at times intentionally use text messages directly to displace face-to-face communication and to even avoid it all together (Hemmer 2009). • Texting deprives receiver from sensory cues, needed to better and sustain a business relationship. • Delivery of sensitive or important information in business needs a more formal communication method. Appeal of texting is that ‘it’s less painful’ - but the pain is the point (Kluger 2012). Image Source: EmaxHealth
- 11. CAUSES A DISCONNECT (CONT…) Many businesses use a form of texting called ‘Bulk text messaging’ or ‘Mass text messaging,’ a form of mobile marketing campaign. • Many of these messages originating from businesses have been perceived as unwanted messages or commercial spam messages (Maneesoonthorn & Fortin 2006). • Study found 48% of the respondents perceived SMS as ‘disturbing’ channel of marketing (Heinonen & Strandvik 2003).
- 12. LOSS OF PRODUCTIVITY Phones are a nuisance in the workplace for many employers, as they can be very distracting and an unproductive tool (HR Focus 2004). Use of wireless communication in a work place can lead to (HR Focus 2004): • Last-minute decision-making, • A de-emphasis on planning, & • A tendency to be late to meetings. Image Source: Steady Strength
- 13. PROVIDES INSTANT AND CONSTANT CONNECTION The factor of ubiquity provides for a better brand and product advertising, to boost revenues (Williams 2009; Smutkupt et al. 2010). Externally companies use SMS mostly as a form of (Smutkupt et al. 2010): • Reminders, • Updates & • Confirmations As it is designed for quick messages rather than for complete marketing communication. Over 90% of text messages are read within 15 minutes (Omkareshwar 2012). Image Source: Huffington Post
- 14. PROVIDES INSTANT AND CONSTANT CONNECTION (CONT…) Image Source: HeyWire Survey 2014
- 15. MAY PROVIDE FOR A PERSONAL CONNECTION THROUGH INFORMALITY • Has a personable aspect that may help boost productivity between the involved parties (Mark 2011). • Allows messages to be more informal, and that could help maintain positive work relationships between internal and external business partners (Mark 2011). • Allow individuals who lack the confidence to speak over the phone or in-person, make their point through a a friendlier outlet (Mark 2011). Image Source: Telecom Channel Blog
- 16. RECOMMENDATION Text messaging is a great tool for business to keep in touch with employees and partners; however, there should be some guidelines for using it correctly. • When texting, the age of the recipient should be considered. • Use full sentences that are grammatically correct, along with the proper punctuation. • Avoid the use of abbreviations. • Never apologize via a text. • Be cautious that the message is not misunderstood or misinterpreted. • Companies should also avoid the use of mass marketing messages where possible, and/or keep it to an absolute minimum • Individuals should refrain from using cell phones all together, if they are going to be distracted and would jeopardies theirs or others safety.
- 17. CONCLUSION The research found: • Strong evidence that suggests texting has lead to disintegration of language and still continues to do so. • People heavily rely on the communications they receive, and fast message deliver that texting provides, can be misinterpreted due to spelling mistakes, lack of information, texting lingo and more. • Texting will never replace phone calls, emails, letters or meetings. • Human element provided by an in-person or telephonic communications, always enhances and establishes a stronger partnership in a work environment. • There does not seem like much more can be done to improve texting, and cause it to ever have another massive gain in popularity. • Texting may just be a filler type communicative method. Texting in business has peaked, with no further exponential growth, or ability to improve or revolutionize communication.
- 18. REFERENCES Administrative Professional Today (2013) Texting is the new email.,39(5), 3. Alistair, F. (2012, May 2). Texting damages children's language skills and behaviour, claims Sir Terry. Evening Standard. p. 3. Bour, S. (2010). Texting is not just for teens. Indiana Lawyer, 20(24), 8 Cocotas, A. (2013). Kids Send A Mind Boggling Number Of Texts Every Month. Business Insider. Retrieved from http://www.businessinsider.com/chart-of-the-day-number-of-texts-sent-2013-3#ixzz2ssuOQaVY Hemmer, H. (2009). Impact of Text Messaging on Communication. Journal of Undergraduate Research at Minnesota State University. Heinonen, K., and Strandvik, T., 2003. Consumer Responsiveness to Mobile Marketing. Retrieved from http://web.hhs.se/cic/roundtable2003/papers/ D22Heinonen_Strandvik.pdf HR Focus (2004). Here's How to 'Hang Up' on Cell Phone Use at Work., 81(11), 8-9. HeyWire (2014). HeyWire Business Text Messaging Survey Shows 67 Percent of Professionals are Texting for Business. Business Wire (English). Kluger, J. (2012, September 6). We never talk any more: The problem with text messaging. CNN. Retrieved from http://www.cnn.com/2012/08/31/tech/mobile/problem-text-messaging-oms/
- 19. REFERENCES (CONT…) Lam, C. (2012). The Efficacy of Text Messaging to Improve Social Connectedness and Team Attitude in Student Technical Communication Projects: An Experimental Study. Journal of Business and Technical Communication, DOI: 10.1177/1050651912468888. Lenhart, A. (2012). Teens, Smartphones & Texting. Pew Internet. Retrieved from http://www.pewinternet.org/~/media//Files/Reports/2012/PIP_Teens_Smartphones_and_Texting.pdf Leung, L. (2008). Unwillingness-to-communicate and college students‟ motives in SMS mobile messaging. Telematics & Informatics, 24(2), 115-129. Manager (2004). Not talking, but texting. British Journal of Administrative Management, (41), 10. Maneesoonthorn, C., & Fortin, D. (2006). Texting Behaviour and Attitudes Toward Permission Mobile Advertising: An Empirical Study of Mobile Users’ Acceptance of SMS for Marketing Purpose. International Journal Of Mobile Marketing, 1(1), 66-72. Manning, C. A., Waldman, M. R., Lindsey, W. E., Newberg, A. B., & Cotter-Lockard, D. (2012). Personal Inner Values: A Key to Effective Face-To-Face Business Communication. Journal Of Executive Education, 11(1), 37-65. Mark, S. (2011). Commentary: Texting, emails shouldn’t replace personal touch. New Orleans Citybusiness (LA), Morrill, T. B., Jones, R. M., & Vaterlaus, J. (2013). Motivations for Text Messaging: Gender and Age Differences among Young Adults. North American Journal Of Psychology, 15(1), 1-16.
- 20. REFERENCES (CONT…) New Zealand Management (2011). Communication: ure doin it wrong. 58(7), 50. Omkareshwar, M. (2012). Mobile Text Messaging: An Emerging Market Tool. Advances In Management, 5(12), 10-16. Shafie, L., Azida, N., & Osman, N. (2010). SMS Language and College Writing: The Languages of the College Texters. International Journal Of Emerging Technologies In Learning, 5(1), 26-31. doi:10.3991/ijet.v5i1.1010 Smutkupt, P., Krairit, D., & Esichaikul, V. (2010). Mobile Marketing: Implications for Marketing Strategies. International Journal Of Mobile Marketing, 5(2), 126-139. Suler, J. (2010). Interpersonal guidelines for texting. International Journal Of Applied Psychoanalytic Studies, 7(4), 358-361. doi:10.1002/aps.268 Tilley, C. L. (2009). Texting. School Library Monthly., 26(1), 40-42. Toribio, E. (2012, August 13). Texting’s effect on grammar is debated. Retrieved from http://www.northjersey.com/news/business/tech_news/165943756_Texting_s_effect_on_grammar_is_debat ed.html?page=all United Nations (2013). The Millennium Development Goals Report. Retrieved from http://www.un.org/millenniumgoals/pdf/report-2013/mdg-report-2013-english.pdf Uzzi, J. A. (2004). Don't Just Communicate; Tell The Truth To Avoid Dancing On Quicksand. Insurance Advocate, 115(7), 26. Williams, S. (2009). Text messaging can boost repeat and new business. Inside Tucson Business,19(16), 13.
- 21. THANK YOU
Notas do Editor
- Due to the convenience and cost effectiveness that texting provides, adaptation and use in businesses has also increased (Manager 2004; Tilley 2009; Bour 2010). Institutions use texting as a means to communicate internally, maintain business relations, as well as to reach out for the purpose of brand and product advertising (Tilley 2009).
- Text messaging allows for the message to be transmitted quickly and directly through telephone signals to the receiver. Due to its flexibility, reliability and cost effectiveness, people are using it in tremendous numbers. Number of text messages sent worldwide annually is already in trillions, and with world mobile subscription reaching 6.8 billion, texting and Short Message Service (SMS) correspondences are bound to increase exponentially (Tilley 2009; United Nations Report 2013).Youth use text messaging, for the purpose of coordinating plans, for it’s flexibility allowing them to multitask, and to stay connected (Hemmer 2009; Morrill, Jones & Vaterlaus 2013).According to a recent survey found on Business Insider (2013), U.S. smartphone owners aged 18 to 24 send and receive an average of 3,853 text messages in a month. These numbers grow significantly smaller with age increments; 2,240 messages among 24-34, 1,557 messages among 34-44, 998 messages among 45-54 and 491 messages sent and received among the age group of 55+. Furthermore, combined sent messages among the age 25-44 (1,941) is still lower than the message sent by the younger age group of 18-24 (2,022).
- Over the years texting has become the dominant mode of communication among youth. In addition, most of the communication takes place electronically. According to research, 63% of all teens say they exchange text messages every day with people in their lives. This far surpasses the frequency with which they pick other forms of daily communication, including phone calling by cell phone (39% do that with others every day), face-to-face socializing outside of school (35%), social network site messaging (29%), instant messaging (22%), talking on landlines (19%) and emailing (6%) (Pew Internet 2012; Business Insider 2013). Text messaging provides the ability to connect with multiple people at anytime from anywhere. However in an effort to save time and stay connected, they reduce face-to-face communication. In a journal, Manning et al. (2012) found face-to-face communications to be an essential feature for message processing between business entities. According to Leung (2008), college students use text messaging for escape, affection, convenience, entertainment, coordination, and sociability. This suggests that electronic based communication causes displacement in face-to-face communication; an integral part of business communication.Moreover, face-to-face oral communication builds empathic trust and mutual confidence in business, and text messages may not be effective at enhancing relationships (Manager 2004; Manning, Waldman, Lindsey, Newberg & Cotter-Lockard 2012). It deprives them from any of the visual and auditory cues of facial expression, body language, and voice dynamics that convey emotion and meaning (Suler 2010). However, this sensory anonymity may also assist certain individuals who lack interpersonal skills due to being shy or introvert, get their message across easily. Still with the advent of technology, it is only apt that businesses utilize all its rewards thoroughly.
- Survey in British Journal of Administrative Management (2004) states, that the business text message will never replace the telephone call, email, letter or meeting, but it has its own place. The survey found texting to be a communication tool used primarily for the purposes of, reaching people while they are unavailable, for urgent visual contact, for office-based PAs to keep in touch, useful for dealing with younger people, for sending brief product details/data, confirming appointments/meetings/transactions, short simple messages and use with pictures.
- In 2012, as per Pew’s data, SMS use for work-related communication was limited: Only 15% of adult SMS users reported using SMS for work several times a day (Lam 2012). However, most recent survey conducted for HeyWire (2014) found that 67% of individuals surveyed said they used text messaging for business related communications every day; an increase from previous years. The survey also found individuals using their personal phones for business related communications.
- In a business setting clarity and record keeping in communication is required, which gives individuals more credibility (Uzzi 2004).
- Negatives of Texting As a Form of Communication Texting is widely popular amongst youth, which greatly affects their language skills. The constant use is very prevalent, even during their academic studies (Hemmer 2009). Recent study found that texter ages 13 to 17 served under the impression that this texting lingo is normal and accepted use of the language (Toribio 2012). Study also found that students who had recently sent or received a text message performed considerably worse on grammar exam than those who had not, and young adults who consistently use this texting lingo, are less likely to switch back to traditional grammar when appropriate (Toribio 2012).Similarly, Shafieet al. (2010) found students may know the different style of language to be used during formal and informal situations; however, are not able to recall the right spellings when the situation arises.Text messaging has become a normal way of communication for individuals globally. It’s wide spread use in today’s society does affect individuals language abilities. In this time sensitive world, people are more interested in getting their messages across and less concerned about correct spelling, grammar and punctuation (Shafie, Azida & Osman 2010; New Zealand Management 2011; Alistair 2012). Recent college graduates have been prevented from obtaining jobs due to their hasty and poorly thought-out messages to and from mobile devices (Toribio 2012). As per Greg Beaubien (2008), the trend of brief informal communication may reflect a cultural divide between younger and older workers. Furthermore, young professional accustomed to online and cell-phone messaging, the abbreviated language is ‘just natural for them’ and do not realize that it may be perceived to be disrespectful as well. People heavily rely on the communications they receive, and fast message deliver that texting provides, can also be misinterpreted, making errors hard to control (New Zealand Management 2011).
- With text messaging becoming a dominant source of communication, telephone call has become a dying practice (Kluger 2012). The increasing use amongst young adults doesn’t just impact language abilities but also affects their ability to interact face-to-face, a fact even acknowledge by them. Hemmer (2009) found that students intentionally use text messages directly to displace face-to-face communication and to even avoid it all together. Giving credibility to the argument that individuals may feel happier receiving information via phone call or in-person, rather than just reading it through a text message. Similarly, delivery of sensitive or important information in business would need a more formal communication method; i.e. face-to-face, phone call or an email, but through a text message.MIT psychologist Sherry Turkle, leading researchers looking into the effects of texting on interpersonal development, believes that a major appeal of texting is that ‘it’s less painful’ - but the pain is the point (Kluger 2012). Turkle states, “The complexity and messiness of human communication get shortchanged. The shortchanged communication is a way of cheating their relationships, because they can also limit their ability to form future ones since they don’t get to practice the art of interpreting nonverbal visual cues.”
- Many businesses use a form of texting called ‘Bulk text messaging’ or ‘Mass text messaging,’ a form of mobile marketing campaign. Many of these messages originating from businesses have been perceived as unwanted messages or commercial spam messages. A report found that companies using SMS expressed fear for invasion of consumer privacy (80%) and negative consumer reaction (60%) as disadvantages of this media (Maneesoonthorn & Fortin 2006). Similarly, another study found 48% of the respondents perceived SMS as ‘disturbing’ channel of marketing (Heinonen & Strandvik 2003).
- Within a corporate environment use of texting messaging may have its advantages; however, in many work environments use of phone itself can be very distracting and unproductive, even if the personal cell phones are used for work related communications (HeyWire 2014). As per HR Focus (2004), personal cell phones are a nuisance in the workplace for many employers, and some experts believe that it’s time for employers to control their use. The Context-Based Research group found that wireless communication can lead to last-minute decision-making, a de-emphasis on planning, and a tendency to be late to meetings (HR Focus 2004). There may not be a blanket solution for texting in work places, but most business should have some type of policy to ensure productivity, and safety is not compromised. _Texting may be referred to as ‘the new email,’ but it still lacks the key elements for achieving productivity - the sharing of files important for conducting business (Administrative Professional Today 2013); another limiting factor of texting as a form of communication in business.
- Positives of Texting As a Form of Communication Mobile phones are mostly on and individual carry it with them almost everywhere they go, allowing them to receive information like text messages, practically anywhere at anytime; providing a greater reach for marketers. It’s this factor of ubiquity that provides for a better brand and product advertising (Smutkupt, Krairit & Esichaikul 2010). Since text messaging service is cost effective, it is adapted by many companies to increase their business to advertise and market their products (Omkareshwar 2012).These factors have made SMS a popular marketing vehicle. Correctly used, text messages do boost revenues, through repeat and new business (Williams 2009). According to Smutkuptet al. (2010), companies use SMS mostly as a form of reminders, updates and confirmations, as it is designed for quick messages rather than for complete marketing communication. SMS advertising also provides for a more current promotion with virtually instant results.
- These statistics show that the vast majority of employees in the business world have now switched over to text messaging as their main form of communication. When the popularity of text messaging started to emerge in the late 2000’s, it was a vehicle for teenagers to connect instantly. Presently, in today’s business society the majority of the group of teenagers who started the revolution of text messaging as a main source of communicating are now all working in the business world (Bour 2010).
- Text messaging for the most part is not just a trend and has sustainability in business. The personable aspect of text messaging, when incorporated in business may help boost productivity between the involved parties. It allows messages to be more informal, and that could help maintain positive work relationships between internal and external business partners. It can also allow individuals who lack the confidence to speak over the phone or in-person, make their point through a a friendlier outlet (Mark 2011).
- Text messaging is a great tool for businesses to keep in touch with employees and partners. It is an excellent way to provide confirmation on appointments or reminders, as well as providing a quick glimpse at pictures, for items where a texted explanation just will not do. Depending on business partners, it may even be used as an informal way to sustain a personalized business relationship. However with the use of texting in business, there should be some guidelines for using it correctly. When texting, the age of the recipient should be considered, as statistics show that older individual are not as accustomed to this way of communicating. Individuals should also make it a practice to use full sentences that are grammatically correct, along with proper punctuation, and avoid the use of abbreviations - as not everyone would know what they stand for, or their understanding of it may be completely different. Apologizing for mistakes would be another thing to avoid doing when using text messaging for business. People deserve a face-to-face apology, or at least a phone call, depending on the severity of the error. Individuals know and understand that sometimes text messaging is used to avoid other people and/or certain situations; however, in a business environment it is always recommended to face situations head-on, and never hide behind a layer of electronic screen.When texting, one must also be cautious that the message is not misunderstood or misinterpreted, since the receiver cannot view facial expressions, or hear the intended tone of the message. Companies should also avoid the use of mass marketing messages where possible, and/or keep it to an absolute minimum, as large portions of the masses still do not favour receiving it.Furthermore, individuals should refrain from using cell phones all together, if they are going to be distracted and would jeopardies theirs or others safety.
- Through the analysis of multiple sources, this report assessed impacts of texting on language, interpersonal relations and business productivity, as a means to evaluate whether texting in business had peaked, with limited future potential. There is no doubt that cellular mobile phone use has increased exponentially, and along with it the use of texting. Texting has become extremely popular amongst youth and young adults. Texting is made popular due to its flexibility, reliability, and cost effectiveness; however, it has some negative effects as well. The research found strong evidence that suggests texting has lead to disintegration of language and still continues to do so. It seems to affect language on the whole, i.e. grammar, slangs, abbreviations, new vocabulary and more. Whether long-term or short-term, use of text messaging causes poor written language, something that is not appropriate for work place. People heavily rely on the communications they receive, and fast message deliver that texting provides, can be misinterpreted due to spelling mistakes, lack of information and more. The research highlighted key factors of texting, and lead to a better understanding of its use in business. It revealed that businesses have been using text messaging as a tool to increase revenue as well as productivity. Although texting and SMS may provide a more informal communication method, it may not be always appropriate in business. Furthermore, a human element provided by an in-person or telephonic communications, always enhances and establishes a stronger partnership in a work environment; something text messaging can never achieve. Bulk or Mass messaging is another factor that needs to reconsidered, as most still unwelcome it on their device. It is important for businesses to maintain professional relationships, while making sure people feel significant and not just a dollar amount. Nevertheless, communicating through text messages is a great tool in business for keeping in touch, not just with coworkers, but business partners too. However, there does not seem like much more can be done to improve texting, and cause it to ever have another massive gain in popularity. It also seems texting may just be a filler communicative method. Furthermore, with as many phones as people in the world, texting in business has peaked, with no further exponential growth, or ability to improve or revolutionize communication.