The problem with modern-day communication is that most of it is done via messaging rather than face-to-face which opens the door to new problems.
Regardless of whether it’s email or text messages, it can be easy to accidentally send a message that can put the recipient “offside” that can damage your work relationships, hurt your reputation, and cause long-term unnecessary friction.
By understanding business texting, you can:
- Look more professional
- Build better work relationships
- Communicate more clearly
- Avoid misunderstandings and possible legal problems
This guide gives you easy-to-understand tips, dos and don’ts, and advice for different work situations to improve your business texting skills.
Why Is Business Texting Etiquette Important
Texting is convenient and fast, but it can also be easy to send messages that are unclear or inappropriate for a professional setting.
Poor texting etiquette can damage relationships with colleagues, clients, or customers.
By following proper etiquette, you can use texting as a valuable communication tool while maintaining a professional image and building strong relationships.
Key Principles of Professional Text Messaging
Before we dive into specific dos and don’ts, let’s discuss some important principles to keep in mind when sending professional text messages.
Clarity and Brevity
Text messages must be clear and concise. Avoid using complex language or confusing sentences that may be difficult to understand.
Choose brevity over long-winded messaging.
For example:
Less Effective Text:
“Hey, I wanted to talk about the project we discussed last week. There are some things that I think we need to clarify before moving forward, and I’m not sure if we’re on the same page. Can we chat sometime soon?”
More Effective Text:
“Hi Jeff, can we schedule a quick call to clarify details on the project? Let me know your availability. Thanks!”
Proper Timing
It’s important to respect the recipient’s schedule and avoid sending messages outside of normal business hours unless it’s an emergency.
If you do need to text during non-business hours, explain why and apologise for the inconvenience.
During work hours, be sure to respond promptly to messages to show professionalism and responsiveness.
Best Times to Send Business Text Messages
- Weekdays (Monday to Friday): Aim to send messages during regular business hours. This is when recipients are most likely to be available and responsive.
- Mid-Morning (10 AM – 11 AM): Sending texts during this time can be effective as people are usually settled into their workday and more focused.
- Early Afternoon (1 PM – 3 PM): After lunch, many professionals check their messages and catch up on communications.
- Avoid Early Mornings (Before 9 AM): Sending texts too early may disturb recipients before they start their workday.
- Avoid Late Afternoons (After 5 PM): Unless it’s urgent, avoid sending messages after work hours, as this can intrude on personal time.
Special Considerations
- Emergencies: If a message is urgent and must be sent outside of normal hours, clearly explain the situation and apologise for the inconvenience.
- Public Holidays: Be mindful of public holidays in Australia, as many businesses may be closed or operating on reduced hours.
Scenario: It’s 7:30 PM on a Tuesday, and you need to inform your colleague about an urgent change to tomorrow’s presentation.
Example Text Message:
“Hi Sarah, I apologise for texting outside work hours. There’s an urgent update for tomorrow’s 9 AM presentation. Our client requested a last-minute change to the financial projections. Could you please review the updated slides I just emailed? Let me know if you have any questions. Jack.”
Respecting Privacy
Before initiating text communication with someone for business purposes, it’s a good idea to obtain their consent first.
This can be done through an opt-in process or by asking for permission directly. Additionally, avoid sharing confidential or sensitive information via text message, as these messages are generally less secure than other communication methods.
Professional Language and Emojis
Use formal language and avoid slang or overly casual language that could come across as unprofessional.
While emojis can be useful for adding personality or context, use them sparingly and appropriately.
Overusing emojis or using them in inappropriate contexts can appear unprofessional or confusing.
Dos and Don’ts (Rules For SMS)
Now that we’ve covered the key principles, let’s look at some specific dos and don’ts to keep in mind when sending business texts.
Dos
Obtain consent To avoid legal issues, always get explicit permission from customers before sending them business texts. This can be done through opt-in forms, verbal agreements, or implied consent when a customer initiates contact.
Be professional Use proper spelling, grammar, and punctuation. Avoid slang, excessive abbreviations, or emojis. Maintain a polite and friendly but professional tone.
Keep it concise Business texts should be short and to the point, ideally under 160 characters. Focus on one clear call-to-action or piece of information per text.
Identify yourself Always introduce yourself and your company name, especially in initial texts. This builds trust and recognition.
Respect business hours Limit business texting to standard business hours, typically between 8am and 9pm in the recipient’s time zone.
Don’ts
Don’t send bad news Avoid delivering negative or sensitive information via text. Save those conversations for phone calls or in-person meetings.
Don’t overdo it Refrain from bombarding customers with too many texts. Each message should provide value.
Don’t use short links Avoid URL shorteners, as they can seem suspicious. Use full website links instead for transparency.
Don’t ignore opt-outs Honor unsubscribe requests promptly and provide an easy way for recipients to opt-out.
Don’t share sensitive data Never send confidential information or customer data via unsecured text messages.
Business SMS Etiquette in Different Situations
While the principles and best practices outlined above apply to most business texting situations, it’s important to recognise that etiquette may vary depending on the specific scenario and context.
Internal Communications
When texting colleagues or team members within your organization, the level of formality may be slightly more relaxed. However, it’s still important to maintain a professional tone and avoid overly casual language or inappropriate content.
Also, if you’re using team messaging and there is a conflict with a specific individual always take the conversation offline and into a face-to-face or phone meeting, never try to humiliate or reprimand team members where the whole group can see it.
Client/External Partner Communications
When communicating with clients, customers, or external business partners, it’s generally advisable to maintain a higher level of professionalism and formality in your text messages.
Recruitment Scenarios
In the context of recruitment and hiring, text messaging can be an effective tool for scheduling interviews, providing updates to candidates, or sharing job-related information.
In these situations, it’s crucial to maintain a professional and respectful tone that aligns with your organization’s brand and values.
Handling Difficult Conversations Over Text
While text messaging can be convenient, it may not always be the most appropriate medium for handling sensitive or difficult conversations.
In these situations, it’s often better to suggest an alternative communication method that allows for more nuanced and effective communication.
When to Avoid Texting for Sensitive Topics
Certain topics, such as performance issues, disciplinary actions, or personal matters, are better addressed through face-to-face meetings, video conferences, or phone calls.
Text messaging can lack the necessary nuance and context to handle these sensitive conversations effectively and respectfully.
Suggesting Alternative Communication Methods
If a conversation begins to delve into sensitive or complex topics that are better suited for a different medium, it’s advisable to suggest an alternative communication method.
For example, you could respond with a message like, “This is an important matter that deserves a more in-depth discussion.
Would you be available for a video call later today to discuss further?”
Implementing Professional Texting Policies
To ensure consistent adherence to professional texting etiquette within your organization, it’s essential to establish clear policies and guidelines.
Here are some best practices for implementing effective texting policies:
Establishing Clear Guidelines
Develop a set of clear guidelines that outline expectations for professional texting within your organization.
These guidelines should cover topics such as appropriate language, response times, handling of sensitive information, and scenarios where texting should be avoided.
Employee Education and Training
Provide training and educational resources to ensure that all employees understand the importance of professional texting etiquette and the specific guidelines in place.
This can include workshops, online training modules, or reference materials that employees can access as needed.
Monitoring and Enforcement
Implement measures to monitor and enforce adherence to your organization’s texting policies. This could involve periodic audits of text communications, feedback mechanisms for reporting violations, or disciplinary actions for repeated or severe breaches of etiquette.
Promoting a Culture of Professionalism
Beyond establishing policies and guidelines, it’s important to promote a culture of professionalism within your organization. Encourage open discussions about the importance of effective communication and the impact that professional etiquette can have on relationships, credibility, and overall business success.
Texting has become an essential communication tool for businesses, but it’s crucial to follow proper etiquette to maintain professionalism and avoid misunderstandings. By adhering to the core principles of clarity, brevity, respect for privacy, and appropriate language and tone, you can leverage the power of text messaging while building strong relationships and maintaining a professional image.