Question

Explain how and when to use text messages effectively in a business environment

Answer 1

Text messages can be used effectively to improve the business communication with external clients as well as in internal workplace. Some of its utilities are as below:

Customer Interaction

Texting has simplified the way businesses communicate with customers. Companies create brand loyalty by messaging customers on their mobile devices and through Twitter, Facebook, Pinterest and other social media sites. Texting lets businesses get customers involved in interactive activities such as surveys, games and contests. Businesses use the technology to send customers and potential buyers instant product updates and alerts, news feeds and blogs. Texting is a low-cost, real-time alternative to pricey advertising in newspapers and magazines and online

Internal Messaging within the workplace

Texting is surpassing email as a fast, convenient communication tool in the workplace. Employees use messaging to broadcast alerts, such as when a toxic spill occurs on the worksite or information technology systems are down. Employees text to schedule last-minute meetings or announce date and time changes of events. Employees working off site can give a supervisor or co-worker instant updates on a remote project. And an employee can send a critical message to a supervisor who's tied up in a meeting without disruption.

Crisis Communication

Businesses prepare for unexpected crises that can threaten their brands and reputations by adopting crisis communication plans. Media and public reaction to news of a malfunctioning product or an allegation of impropriety requires an organization's immediate response. Early responses must be frequent but brief, especially while matters are investigated. Organizations can effectively use text messaging to communicate crises on social media sites and mobile devices, because it's fast and nearly effortless.

SMS over Email

SMS offers the speed that businesses need to communicate rapid-fire changes in pricing goods, introducing new products or services, updating alerts and notifying vendors and carriers of delays in buying and shipping merchandise. Email can handle these tasks, but spam filters screen out and remove large numbers of messages. Also, people aren't online around the clock. But most carry their cell phones at all times, so businesses have a greater chance of reaching them through text messages than email.