We're only Human
Posted on 30/01/2012
Too often a company (and sometimes its employees) can come across as very inhuman; this is a problem inherent to email communication. It’s easy to forget that there’s a real person at the end of an email address. Conversely it’s easy to ignore emails when the workload is high which from a clients’ perspective exasperates the situation.
All this asks the question, is email really the best way of communicating with clients? Yes it’s quicker, easier and unlike a phone call you can deal with it at a time when it’s convenient to you (for the most part). But there are still times when it’s simpler to pick up the phone instead of writing an email, particularly within a business environment where emails have to be worded perfectly.
So how does a company make themselves appear more human? For me personal information is key, it’s much easier to communicate with someone if you know a little about them, it doesn’t have to be much, nor does it need to be anything important, just enough as a reminder that there are actually real people behind the website you’re viewing, or the email you’re writing.
Some companies have already taken steps to rectify this by adding our staff sections to their websites, but these can often come across as forced. Others have taken steps of blogging on a more personal level, Microsoft and the BBC have taken steps in this direction. It doesn’t have to be much, too much information can still be a bad thing. But in a corporate world where everything tends to be formal, a little informal information or discussion can be a good thing, after all - we're only human.