Business communication has changed dramatically over the last few years, from emails only to now being able to use WhatsApp. The focus has shifted to instant messaging. WhatsApp Messenger has become an extremely popular app used by almost everyone in South Africa.
Everyone views this topic differently. You either see WhatsApp as a convenient and effective way of instant communication or you find it intrusive and too casual for business communication.
When using WhatsApp to communicate with clients, it is important to remain professional and maintain a level of respect for the client. Choosing the right time to message them is important. Do not message during non-working hours, between 5pm and 8am.
Refrain from using inappropriate jokes and talking about your personal life. When wanting to message a client, ensure that there is a valid work-related reason for the message. Always keep your messages simple and direct, you want your message to be as clear as possible to avoid any confusion. Avoid spamming the client with multiple messages one after the other. You need to remember that this could become annoying.
Most people scan a message once it has been received and then decide if it is worth immediately attending to. You need to describe the reason for your message briefly and clearly in the first line or two. You should also always address the person you are messaging by name; as this is a basic courtesy.
Be mindful of your grammar, spelling, and punctuation. You should also use emojis with discretion. Emojis can be helpful in figuring out people’s moods and can add context to a message. You need to know when they are being over-used as this can quickly become annoying. Another tip is to not break sentences up into separate messages. Using paragraphs and keeping all the information in one paragraph is easier to read. If you need to space out your thoughts, you can use the ‘return’ button to move your next sentence below the previous one.
The ability to send private messages as well as send messages in certain work groups allows for collaboration and productivity to continue outside of the physical work environment. However, this could also lead to issues and potentially risk legal claims in certain situations.
A solution to this would be for employers to set up a comprehensive policy that outlines what content and behaviour is allowed and what is not acceptable. This policy should be sent out via email to all employees, with a request to respond to the mail once it has been read and understood.
Lastly, don’t forget to say thank you. Once you have received the required information, feedback, or reply, you should conclude by thanking your client or colleague to show your appreciation.
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The articles used include:
https://realemploymentlawadvice.co.uk/2020/11/26/whatsapp-in-the-workplace-whats-an-employer-to-do/
https://www.iuemag.com/february2016/ed/appearing-professional-and-competent-on-whatsapp.php
