Millions of messages are being sent out by business daily for various purposes – marketing, IT alerts and notifications, reminders, promotional messages etc. The importance of good texting etiquette is underrated. Effective messaging can increase sales, improve brand recognition or if done badly damage reputation. Here are some golden rules to abide when sending out text messages
1) Keep messaging concise
Avoid sending lengthy messages. If the information to be shared is more than few sentences long, then it is advisable to either email the person or call. Long texts get broken into parts which can be annoying for the recipient and defeats the purpose of using SMS – to deliver information in a short concise manner.
It is not advisable to type a long message and rather, it would be good to move on to phoning to share verbally because it is straining for the recipient to read it all.
2) Be professional always
Every text sent reflects on your professionalism. Never write your messages in all capital letters. It is implying that you are shouting or placing undue emphasis on the message. Don’t assume the abbreviations used are ubiquitous. Nor assume that everyone knows the entire dictionary of abbreviations. Overusing them may end up causing more confusion and having to spend more time in clarifying your message details. Also, avoid emojis in business correspondence.
3) Always respond promptly
When you receive a message respond promptly as it conveys the sender is expecting an immediate response. This is to show respect and courtesy to the sender and avoid making room for doubt. If you are unable to reply immediately, then do make a quick apology when replying.
4) Text only at appropriate times
It is a good practice to message only during business hours of your customers or clients. Some people don’t like to be inconvenienced after work hours especially if the message is not important and can wait until the next business day for their attention.
5) Be careful of intonation used
Avoid sarcasm or any harsh words in your message. It is best to use polite words to prevent messages from being misconstrued.
6) Check links and proofread
If you are embedding a link within the message, make sure you check the link before sending it to the intended recipient. It should not be broken or inactive which can cause frustration for the recipient. Also, always proofread your messages for any grammatical or factual errors.
7) Ending the conversation politely
Don’t make the conversation long-winded. Once you have communicated the message, be the first to close the conversation in a polite tone with a thank you or a promise to follow-up.
If used appropriately, SMS texting can be a powerful and effective tool to enhance revenues, boost productivity and improve brand value. A well-crafted message can foster customer loyalty. Conversely, bad messaging can come across as spamming, evoke negative perceptions of your brand or product and drive the customers away.