Redefining urgency in the Information Age
Whether you text, Twitter®, Facebook™ or use a smartphone for personal or work e-mail, these communication methods increase your level of accessibility. In the age of instant technology, employees and students often wonder how quickly they should respond to urgent communications sent using modern technology. Communication expectations may vary between a supervisor and subordinate or professor and student versus a parent and child or even friend-to-friend communication.
Work responses
In a work environment, companies utilize instant messaging, e-mail and even texting. During working hours, your responses to any of these communications should be swift and professional. When an instant message window is flashing on your computer screen, your co-worker or supervisor likely wants an instant response. In fast-paced companies, instant messages are used constantly and often as a substitute for face-to-face communication that could result in a lengthier conversation. Instant messages are designed to be quick and to the point, but can still be saved on your hard drive if you need to refer to previous conversations.
Urgent e-mails, especially if your supervisor or professor uses Microsoft Outlook®, can be defined by adding a high-priority tag. The sender can also use the subject line to communicate the e-mail is urgent, such as “Important!” or “Reply ASAP!”
If you are in a client services field, customers utilizing technology also expect a quick response. Although corporations differ, some organizations require immediate customer service from their employees (typically defined as communication in three hours or less), and others provide a larger window, such as a reply within the workday.
To increase client satisfaction and/or revenue, many organizations have provided workers with smartphones so that employees are always available to answer questions from clients or co-workers. During a shaky economy with unemployment on the rise, employees using smartphones are often expected to be available via technology at all times.
Since Twitter and Facebook are new marketing tools used by companies in the Information Age, professional responses posted to the company’s Facebook wall should be addressed immediately. Smartphones can receive updates when existing or potential clients post on Twitter and Facebook, and they anticipate quick responses.
Personal responses
According to a survey by Ypartnership and Harrison Group, “nearly a third of all cell phones in the United States are smartphones.” Those who use smartphones have instant access for Twitter and Facebook posting, e-mail and texting their family and friends. This technology allows for quick communications such as solidifying movie plans, reminding your spouse to pick up the dry cleaning or just communicating for fun.
Although some people may be constantly available via text or Facebook, you should realize some people may turn off their computer or smartphone for personal time. Ideally, you should return texts within the day, but respond to urgent texts immediately unless you are driving or engaging in an activity where responding to a text is dangerous.
For Facebook or e-mail messages, you can take a day or two to craft a response, but for urgent messages, you should try to respond once you have computer or smartphone access.
Just as everyone has a different size and model of smartphone, they may also have a different idea of what constitutes an urgent message and respond accordingly.
Facebook is a trademark of Facebook Inc.
Twitter is a registered trademark of Twitter Inc.
Microsoft Outlook is a registered trademark of Microsoft Corp.
References
Reed, D. (2010, August 30). Smartphone use grows among travelers. USA Today.
