Email vs. Phone Call: When to Use Each

Email vs. Phone Call: When to Use Each

Inbox overflowing? Email has become such a large part of everyday life that most of us receive dozens of emails a day, ranging from important work information through to spam from companies and brands. Unfortunately, with such a volume of messages, it can be easy for important emails to get lost, be forgotten about, or left in the “think about it later” basket for too long.

A great way to avoid your important email message getting left behind is to avoid sending it as an email altogether. We take a look at when it’s a good idea to pick up the phone.

When You Require a Quick or Immediate Action

If you need something quickly, it’s always better to pick up the phone. Emails are easy to ignore and avoid, but a phone call acts as a time-sensitive prompt to complete an action or do a specific task. 

When You Anticipate Questions or Concerns

If your message is complicated or you think the recipient will have some questions that you need to answer, it’s normally more efficient and simpler to make a phone call and have a real time discussion. Going back and forwards over email can add to the confusion and takes up more time; a single phone call gives you the opportunity to deliver your message, answer questions, and even receive a response straight away.

When you Need a More Personal Approach

A phone call is always going to feel more personalised than an email, even when it is sent to a single recipient. Calling someone is saying to them that you have taken time out of your day to focus on them and their concerns. It’s a great way to show association members that you care and want to provide a tailored and quality service to them.

When Email is the Best Option

Of course, there are going to be times when email is the best way to get your message across. Some of the times when email is the ideal option include:

• When you have to send the same message to a lot of people. Sometimes, email is simply the most efficient way to get a message across. If you have to convey something to a large group – for example, your entire membership base – an email is the fastest way to do it. However, it’s important not to choose to send everything to everyone; more targeted emails are more likely to be opened and read. Pause and reflect if all your recipients really need to receive this message before hitting send.
• When you want a written record. The details of a phone conversation can be lost and sometimes people have a different recollection of what was said or agreed to. If it’s important that you have clarity on specific points, sending an email as a follow up to a phone call is a good way to get everything confirmed and approved in writing.

Other Articles

Published July 26, 2026

Four Things Every New Association CEO Must Know

The association sector is in the middle of a leadership handover.
Across Australia and New Zealand, CEOs and Executive Directors are moving on. Some are retiring. Some have gone to larger organisations. Some have left because the relationship with their Board ran out of puff. The reasons vary, but the movement is noticeable, and Boards are appointing replacements.
The encouraging part is the calibre of the people coming in. Many are genuinely well suited to the job — capable executives with strong records behind them. A good number are stepping into an association CEO role for the first time.

Read more

Published July 16, 2026

Why Do People Really Join Your Association?

Most associations can provide a long list of membership benefits. They may include professional development, advocacy, networking, industry information, events, resources, accreditation, discounts and access to specialist advice. However, a list of benefits does not necessarily explain why someone makes the decision to join.

Read more

Published July 16, 2026

How to manage the Association Director that takes up all your energy.

While every Board is different, the same governance issues appear time and again. One of the most common is allowing one person’s behaviour to dominate the Board table.

Almost every Board has experienced it at some point. One director who seems to consume more time and energy than everyone else combined.

Read more