2021 Planning Series, Part 3: Are Your Communication Tools Responsive and Engaging Enough?
Part 3: Be More Human: Lead With Engagement
Isn’t that the truth? We tend to agree wholeheartedly. And conversations these days need to be more than simply transactional. At the bookends of every conversation are humans. So why would we disseminate information as if we were robots?
Humanizing your communication strategy means leading with language that drives engagement. In addition, delivering that language through channels that are easy to adopt or are already in use, will encourage response and thus, lead to higher levels of engagement.
So what does that really mean? Simply put, it’s about delivering the right message to the right person at the right time. Often, we know the message we want to send and who should be receiving it. But when time is of the essence, are you leveraging the right channels to communicate effectively? Additionally, do those channels add that human element that makes it likely to generate action or response?
If you need a timely response (or a response at all), email may no longer be cutting it. Particularly, in today’s remote-heavy working environment, driving engagement is all the more challenging. Did you know the average professional has more than 200 emails in their inbox? They will receive up to 120 new ones each day, while only responding to about 25% of them (Harvard Business Review). On the other hand, as many at 68% of people say checking, sending, and answering text messages is the activity that they’re most engaged with on their phones throughout the day (G2).
Consider the benefits of texting to drive your human-centered communications forward. Lead your effort with two-way conversations in mind, not just a dead-end delivery of a single outbound message.
3 tips to be more human when it comes to utilizing SMS in your communication strategy:
- Be authentic.
Authentic, human-centered conversations drive more engagement. Rather than sending messages with dry language and no emotion, consider utilizing personalization and a more conversational tone. Business communication doesn’t have to be stuffy and boring. Don’t be afraid of emojis. As humans, we rely heavily on nonverbal cues when it comes to authentic conversations. In today’s digital, remote-working world, we are having fewer face-to-face conversations. Create richer, more meaningful conversations with a simple smiley face every once in a while. You’ll find this simple addition goes a long way 😊 .
2. Less is more.
We seem to always be on information overload as a society, making it even more difficult to cut through the clutter. At TextUs, we’ve found that the most effective texters actually have 14% fewer active conversations which allows them to personalize better, resulting in upwards of a 3x better response rate. They also send out 25% fewer messages in total. Focus your messaging to be only the most pertinent information. Be concise, but friendly. Chances are, you’ll get the response or action you’re looking for.
3. Be proactive.
We’ve found that the most successful texters proactively reach out 89% more than others. And if you’re concerned about being too intrusive, not to worry. Studies show that 84% of consumers have received texts from a business before. In fact, 60% of them want to be able to respond back to the messages they receive (G2), indicating that two-way conversations are equally important in business communications as they are in interpersonal communications. Human-centered engagement will drive a successful texting strategy.
While 2020 has brought on a time of incredible change, the power of human connection has remained strong. As we move into 2021, communication will continue to be the cogwheel in business recovery and growth. Connecting with customers, clients, employees and candidates using two-way, authentic conversations will drive overall engagement and thus, productivity.
Ready to start texting? Schedule a Demo of TextUs to learn more.
Missed Parts 1 and 2 of our series? Check them out by clicking the links below.
Or take a peek at the infographic below for a quick-read summary.