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.