It’s all quiet on the business front, says Xerox

Survey reveals that the personal touch is becoming redundant in modern business

Faceless relationships may be the future of business, a survey has revealed today. The study, commissioned by document specialists Xerox Global Services, showed that managers are increasingly reliant on electronic communication such as email and text messaging to conduct business, putting people’s social skills in jeopardy.

Xerox Global Services questioned over 500 managers from a range of UK companies, finding that over half of respondents confessed to having a business relationship with someone they have never spoken to, let alone met. However, 83 per cent of the respondents agreed that by communicating primarily in electronic format, for example email and text message rather than talking, humans could lose something of their sense of verbal interaction.

Email has become a key tool for communication and a convenient one at that, says John Hopwood, UK director of XGS. However, the findings indicate that there is a tendency to overuse email, when talking can often be more efficient than typing. Email is important, but users need to think through whether it is the most appropriate communication method. It would be worrying if people became over-dependent on one single communication type.

The survey also revealed that respondents under thirty were least likely to view electronic communication as having a detrimental effect on people’s social skills, suggesting that the trend towards faceless relationships may well continue despite overall concern.

As a result of the survey, Xerox Global Services have devised a best practice guide for email.

1. Be clear with emails, use the spell check, and always re-read before sending an email to make sure the meaning is unambiguous.

2. Don’t rely solely on email: pick up the phone if it is going to be easier and quicker - sometimes a conversation is a better form of communication.

3. Emails can be easily misconstrued. Make sure that the recipient knows you well before injecting humour into your messages, especially if forwarding jokes.

4. Only use the Reply to all button if all the original addressees need to see your message.

5. Try not to reply in haste to any emails. If you receive an email that angers you, remember to take your time and understand the real meaning of the email, then calmly compose a response.