In not so distant past, if an employer wanted to contact an employee (or the other way around), all they had to do it dial a number. This practice was absolutely normal and followed by everyone – families, friends, employers, clients, customer service, etc.
Eventually, the internet started to grow and convinced many callers to email rather than dial numbers. However, email was there really as a substitute of letters not phones. The real change happened once social media and instant messaging took over informal conversations.
The rise of the Internet
At one point almost everyone had Facebook, used Messenger, later WhatsApp, Snapchat, Instagram, etc. There are many reasons why people moved to instant messaging. One of them is cost. In the past, both phone calls and SMS cost money and internet was an expensive luxury or ‘a business tool, not for kids to play with’. So, since one-minute phone call cost more or less as much as a message, it was better to call as more information can be passed for the cost.
Eventually, the mobile internet became a daily thing and the costs were close to nothing, so the choice was easy. Of course, phone service providers were competing by reducing costs, giving bundles of free calls and messages each month but nevertheless, it couldn’t win with the technology advancement.
Time to think before answering
Another reason for the change in communication is answering in a timely manner. Calling leaves no choice: if someone asks you something on the phone, you need to reply straight away. Of course, another option is simply not picking up the phone but then you don’t even know if there was any question posed. When you receive an email, text or any other form of written conversation, you can think about an appropriate, clear, to the point and polite answer.
The young generation is used to online communication whereas the older generation still takes some time to adapt. This is reflected not only in personal but also professional life. Young entrepreneurs especially adopt this form of communication. Moreover, they are experts in online business as they were raised when the internet was on the rise. As a result, the majority starts their business in the online field, sets up platforms, digital services, etc.
Professional communication
Doing business with other young individuals is relatively easy in terms of contact. As mentioned earlier, the young generation is used to a certain form of communication. The stairs begin once there is contact with someone significantly older. Young entrepreneurs often get an unexpected phone call filled with questions the respondent wasn’t ready for.
Let’s say a client calls a design agency with questions about his/her packaging project. The person who picks up the call isn’t prepared, needs to note down the information for the designer responsible for the project, meanwhile, hold a polite conversation and find the project in the system to orientate himself what exactly the conversation is about as often it concerns details in the design.
That, however, isn’t the end. The information needs to be passed to the designer and a follow-up email about the phone call needs to be sent to the client, simply for written record purposes. Afterwards, another email or phone call follows to answer the originally posed question. This is lots of trouble and unnecessary time wasting in comparison to the second possible option.
Solution
The scenario could be as follows. The client sends an email for a phone call appointment. A few hours later, the client, the designer and the contact person have a little conference with all files and information prepared beforehand. As a result, the questions are answered immediately.
Considering all this, are phone calls still acceptable among young entrepreneurs? Yes, they are. However, unexpected calls aren’t welcome. Especially startups and small businesses find them stressful and a waste of time and effort. The modern professional communication seems to be about efficiency and respect of others’ time. In short, notify first and call after the time gets confirmed. This creates a compromise between generations who practice different forms of communication.
