Okay, we admit it. We’re biased when it comes to communicating by phone. We’ve honed our phone etiquette and communication skills razor sharp. Not everyone, however, is as comfortable talking on the phone as we are. We get it; sometimes it’s just more convenient to ping someone with a quick chat. And video chat, with its ability to screenshare, is always handy when collaborating with remote workers. Before you hit that chat button, keep in mind these more modern forms of interaction have a few rules of their own:

Chat

  • Pay attention to availability status. There’s a reason why services like Skype and Gtalk have those status options. If someone is “Busy” or “Away,” they may resent your intrusion. But there’s no harm in sending a feeler out, something like, “Hey, when you got a minute, I’d like to chat about the August report.” Including the subject gives them a chance to gauge the urgency of your request. It’s a good idea to do this even if they are available, kind of like gently tapping on a door when stopping by someone’s office.
  • Don’t leave them hanging. This is especially important if you’re chatting with a customer on your website (through our handy Conversion Support live chat app, for instance). If you’re researching an answer, don’t let more than a minute or two pass without checking in. In the chat realm, minutes seem to triple in length. Try something like “One moment while I research that,” or “I’m still finding out that information for you.”
  • Don’t pull a disappearing act. While you should reply promptly, give the other chatter at least five minutes before assuming they’ve disconnected. They may be browsing or doing a little research of their own. Test the line with “I’ll be disconnecting this chat due to no response. I hope I’ve helped, and feel free to contact us anytime with any further questions or concerns!” Then give them a chance to reply before actually disconnecting.
  • Watch your “tone.” Words only account for 7% of actual communication. What’s a joke in your mind may not come across as such without body language and tone. While emoticons and “lols” may not be the most formal way of “speaking,” they do come in handy when conveying humor. Conversely, avoid that Caps Lock key. No one likes being shouted at. 🙂

Video Chat

  • Don’t catch them off guard. Seriously, if you remember one rule, this is the one. Always ask before initiating a video chat, unless you’re on really, really good terms with the person. No one wants to be caught jamming a sub sandwich into their mouth. Give them a chance to ready themselves and their surroundings.
  • Give them your full attention. If you’re video conferencing with several people, it’s tempting to sneak a peek at your email or phone. This will most likely be the time you’re asked a question. Always be attentive, just as you would in an in-person conversation.
  • It’s not a mirror. Don’t use the tiny image of yourself to fix your hair or wipe away the weird smudge by your nose. This is distracting to the other participants. Get yourself situated and check your positioning in the frame before you go on. This will allow you to give the conversation, and everyone participating, your undivided attention.

Emily Post never got around to writing rules of etiquette for chat or video conferencing, but all the basic social interaction rules still apply. We hope you’ve found these helpful! Do you have an pet peeves or rules of your own? Leave them in the comments!