Successful relationships in both personal and business life depend on effective communication, which comes as no surprise.
Communication can make the difference between life and death in emergency situations, between divorce and reconciliation in a marriage, or between profit and loss in a business. As much as all this sounds as no novelty, many people still tend to disregard the importance of communication in the online world. But now that so much of life occurs online, everyone needs to make sure they can effectively get their message across.
Some forms of communicating online do not allow immediate feedback, so it’s essential to present compelling messages in a one-way setting in order to be successful. Communication failures, on the other hand, come at no small price – when customers receive poorly crafted messages, they form unfavorable conclusions about your brand.
As we all know, there aren’t many chances to improve the first impression. The five useful skills for online communication listed here will help you avoid unnecessary complications and improve profitability of your business. Let’s see what you should consider.
1. Follow Netiquette
When people meet in person, they must follow certain guidelines of propriety and respect. Those who follow the rules of etiquette know how to interact with others in a polite way. Otherwise, they risk coming across as rude or arrogant, and create barriers to constructive dialog. Well, online communication works in a similar way with a similar set of rules.
Described as “netiquette,” rules for online communication have evolved to create a framework of acceptable behavior online. In many ways, the importance of netiquette exceeds that of in-person etiquette, because the Internet creates a permanent record of communications which can haunt people and businesses that have been ineffective or offensive in their online interactions. Avoid such communication at all costs; you don’t need the ghost of the bad online past hovering above you and ruining your reputation, that’s for sure.
A guiding principle of online communication calls for respectful interaction. By remembering that a real person exists on the other end of the communication channel, you can avoid some of the pitfalls that have wrecked many online reputations. Though this might sound as stating the obvious, trust us, it can never be overemphasized.
What can you do? First off, be as polite as you would be in offline encounters. Acknowledge other people’s privacy and respect their time. You can also include simple greetings and salutations in correspondence to make correspondents feel safe and respected. Follow these simple tips, and you’ll become the boss of respectful communication.
2. Use Clear and Concise Language
While writing, well, anything, the last thing you want is to make it so complicated that your reader will need deciphering abilities to solve your textual cryptograph. Not literally, but you get the point.
However, since much of online communication uses writing, participants have an extra chance to review and edit their messages before sending them. Email, chat, forums, discussions, and social media comments all require a good working knowledge of vocabulary and grammar.
Businesses owners should thus consider offering continuing education opportunities to workers who want to improve their writing skills, because when team members write better, they present an improved, professional image of their company. Whether you write your own posts or have someone who does the job, make sure to use a clear and concise language.
Readers will give up if they feel like only Sherlock Holmes could help them understand the message.
Luckily, online communication can be improved by checking sentence structures and other grammatical elements before the text is released. In most cases, simple reminders to write in a concise manner can help avoid ambiguity. Also, eliminating irrelevant and extra information can improve the clarity of a written message.
3. Convey the Right Tone
Online communication channels differ from in-person encounters because they often lack non-verbal cues such as facial expressions, gestures, and tone of voice (though you might get some insight with emoticons :) ).
When communicating online with customers and prospects, it is therefore important to set the right tone of a conversation. You should avoid the temptation to use sarcasm or irony in writing because many people will misinterpret those tones. Similarly, humour and wit can help form bonds with customers, but too much can result in misunderstandings and hurt feelings. Be relaxed, friendly and humoristic, but be careful not to cross the line of good taste. You want to make them laugh without offending them in any way, so always try to choose the right words to get your message across.
All this entails choosing the appropriate language for every situation. Although corporate culture often sets the tone of language used for business, different communication styles may be chosen based on context. For example, you can use slang when chatting with a long-time customer, but when it comes to resolving customer complaints, using formal and grammatically correct speech is usually a better option.
4. Provide Thorough Coverage
While engaging your customers by writing responses to them, you should make sure to thoroughly address all the issues presented by online inquiries. In many settings, it is possible to anticipate the follow-up questions customers might ask to make communication faster and more efficient.
A bit of preparation goes a long way. Sometimes business workers fail to provide complete answers to inquiries because they do not take the necessary time to read and understand what a customer has to say. As a general rule, you should always provide answers to basic questions such as “Who?”, “What?”, “When?”, “Where?”, “Why?”, and “How?”.
Also, you should always ask for clarification whenever you feel uncertain about the meaning of a customer’s message. It is always better to ask first then to regret later.
Thorough coverage of inquiries helps companies retain existing customers just as much as it helps attract new clients. A company that thoroughly and competently interacts with customers online can create goodwill in the online community and then set the stage for increased sales.
5. Build a Favourable Online Persona
Finally, while communicating online, make sure to carefully manage your conduct in ways that add an aura of professionalism, competence, and empathy to your persona. By carefully controlling your writing style and behaving respectfully, you can use every single utterance to communicate your values and make customers feel wanted, welcome, and appreciated.
Businesses need to communicate well in both personal and online settings to build and maintain positive sentiment in their target markets. However, online communication often presents added difficulties because of the absence of nonverbal cues. By focusing on clear and concise writing, as well as on conveying good intentions, you can maintain a high level of online professionalism that will build rapport with the community and inspire goodwill among your prospects.
Ultimately, this will lead to increased sales and improved profitability. It sure sounds tempting enough to make an effort!