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Synchronous and Asynchronous Communication Tips for Profitable Customer and Employee Interactions

Communication expands through a variety of panes and dimensions. But time-wise, most of our interactions happen in the now. Is it fair to expect all your communications to happen right now? 

Indeed, we are building an impatient society that expects everything right now. It turns out that in the field of communication, right now isn’t always the most suitable timeline. Right now could even harm the quality of your communication, including its correctness and perception. So why can’t our interlocutors bear to wait, and more importantly, why are delays sometimes beneficial in communication?  

 

Communication doesn’t necessarily have an expiry date

According to this info, office communication fits in two categories: either the dialogue occurs in real time (synchronous), or there is a noticeable delay in the exchange (asynchronous). In essence, communication that lives in the moment is synchronous, as you reach out to your interlocutor to receive an immediate answer. Asynchronous exchanges can still expect an answer, but the urgency is different. Yet, while the theory often recognizes the difference in time lines, our digital tools and office habits value the importance of a fast-paced environment. We wrongly assume that introducing a delayed response can hinder professional growth and development. Indeed, the problem with modern offices is that they nourish impatience. Everybody understands that it is practically impossible to provide an accurate and helpful answer to every query immediately. Why do our expectations remain unchanged? 

 

Your customers expect an immediate response

At a time when businesses make customer engagement a priority, countless customers reach out to their favorite brands on social media or via a branded online community. Indeed, engaging with the audience relies on maintaining regular, meaningful, and helpful communication. In other words, it makes sense for your customers to expect a suitably timed response to their digital queries and comments. Communication loses its purpose when it becomes one-sided. However, over 8 in 10 customers expect a response within 6 hours of posting. With a 24/7 connection, users are disappointed when brands can’t meet their expectations. Social platforms such as Facebook establish high standards by providing a “very responsive to messages” badge to companies that can respond to 90% of comments within 5 minutes. In other words, the communication process doesn’t control the deadline; the technology does. 

 

Your employees also want quick feedback

Feedback in the office can play a significant role in employees’ development. Your team relies on feedback to learn, correct mistakes, and grow. Therefore, it makes sense to expect instant feedback as the information provided can be relevant to the current performance and offer time for correction. Frequency and time-relevancy are two crucial factors of effective feedback. Unfortunately, most managers can find it difficult to organize regular appraisals. Tight deadlines, multiple projects, and large teams are some of the most challenging factors when it comes to establishing an appraisal routine. To put it simply, the environment is responsible for the timing rather than the communication purpose. 

 

The desire for a right now approach is understandable. However, the communication timeline is too often dictated by external factors. It is time for the actors of the communication process to claim back control. You need to establish the business communication rules that work for your brand, rather than letting either the environment or the technology decide. Hope this article on Synchronous and Asynchronous Communication Tips for Profitable Customer and Employee Interactions helped you greatly. Remember, don’t just read or listen to great content in life, do it now or it doesn’t count! 💪🏼

 


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