Published on 16 Nov 2013. Updated on 24 Sep 2025.
Communication, and its needs, are obvious to human civilisation and were established some time ago. There are various modes of communication, but the ultimate motive is to convey the right message to the right person with the right meaning. With the modernisation and ever-changing aspect of lifestyles and business, communication methods have also become faster and, in some cases, instantaneous. Online services have truly revolutionised communication by providing fast and free methods for interaction in real time. Today, there are hardly any limitations to interaction among people around the globe. Nowadays, these online services are preferred by many over “old” conventional communication tools such as mail, telephone, fax and telex. Some of you who are a bit younger may not even have experienced a telex machine and even faxes have become somewhat out of date and obsolete.
Online Services Communication
Electronic Mail
This is the basic and most popular method of communication online. There are so many service providers who provide the email accounts totally free of cost. Every new person coming to this online world learns first to create an email account and send an email successfully to another person. Email, when compared to conventional methods, has so many advantages:
- Can send text, pictures, videos and other file formats all at the same time
- Can handle large files easily
- Can be sent to any number of people
- Can receive mail even if the person receiving is away
- Can help to communicate in real time through the built-in chat system
- Can be accessed through any mobile, iPad, tablet or computer
- Can securely transfer confidential data through high-end encryption systems. Though I should say, security is becoming more of an issue with many email accounts which are frequently getting hacked; so whilst 15 years ago it was secure, these days, not so much.
- Can be set up as web web-based or push mail system
- Can be highly cost-effective compared to conventional methods
- Plus, if you send emails out of certain apps, like ServiceM8 or Hnry, then as soon as that email is opened, the system can identify that; no longer can a customer say I didn’t get that email or that invoice.
Chat Services
This is another popular online communication service. Nowadays, chat room facilities have totally magnetised the youth. They spend a very large amount of time gaming and chatting with friends – all over the world. Here are some advantages of chat services over conventional methods of communication.
- Communication is in real time
- Able to exchange files while on chat
- Video conferencing is much cheaper compared to conventional methods
- No shattering of voices due to network signal failure problems
- The ability to auto-record conversations for future reference.
Message Boards
Message boards may not appear useful for a newbie but for an experienced person it can be really handy. Message boards are more popular for technical subjects. A person looking for a solution to a problem simply leaves the query on a message board. The online community then helps that person by discussing suitable solutions, sharing experience and providing advice. Sometimes, message boards are more effective than going through official channels. Here are some advantages of online message boards:
- Great way of self-education by subscribing to message board discussions
- Minimal cost implication for becoming a member, if any
- Free guidance from experts
- Searching message boards will help in solving most problems you may have
- A moderator of message boards helps in keeping the board free from spam and illegal content
- Online message boards are utilised by companies for interaction with people from different branches. It can act as a single platform for confidential communication over a private domain.
However, do remember this ‘expertise’ is being shared from others; that doesn’t mean it’s right; you have to temper any advice with common sense and possible further research.
Online Support Tickets
Communication over the phone for technical support is a well-known conventional method. In this method, a call is logged by the product/service customer support team for resolving user problems. Once it is resolved, it is communicated back to the user. But this system attracts multiple call costs & delays in communication. Online support tickets have proven to be more effective as compared to conventional methods. Here are some interesting benefits of using online support systems.
- Auto-generated tickets help in identifying each support call easily
- Complex support queries can be handled systematically
- Cost-effective, as there is no call cost involved
- Easy to access even for a new user
- By utilising multiple operators, many support tickets can be handled in the quickest possible time.
Texting
Communication via text, even in business, is becoming more popular. I was talking just yesterday to a friend who has her dogs groomed and she said they never answer their phone; all bookings and communication are done via text. I know even myself, many clients will text me a question or I encourage them to text me if they are running a couple of minutes late (and I do the same if I happen to get caught up). Most businesses these days have a mobile number you can text (in fact, customers are wanting that more and more) because people prefer to text and have somewhat of an instant reply, via a method which is easily accessible. The pros of texting are:
- Quite inexpensive; most plans don’t charge like these did “back in the day”
- Texting often can be done via internet access, so as not to increase phone costs
- It’s easy and quick.
But there are some negatives, including:
- Getting into a long essay with something using two thumbs is slow. If the answer is more than one quick sentence, I’ll often jump to email (as I type about 90 wpm and answer the question via email – which a lot of people have on their phones anyway and can read there)
- It’s instant and clients can start expecting answers at 6am in the morning or 10pm at night. As a business owner (or worker), you need to set limits and boundaries with calls and texts.
- Like anything, the written word can be taken wrong, take a moment to read what you write and try to ensure it won’t offend
- Auto correct can be a real pain; if you have the feature on, definitely read what you’ve written first before hitting send.
Social Media Groups
Communication is shifting now to communication between people via social media platforms like Facebook and LinkedIn. More and more, people are asking questions or looking for recommendations or suggestions. On any given day, you can see people asking for tax advice, which app works best in a particular situation, or do the group know a great business coach who can help them grow their business? The advantages are that:
- It’s quick and easy
- There is no cost
- Some groups allow you to post anonymously
- For those looking for new clients, this can be a great source of leads
- In a large group, you might get a good range of responses.
However, having said that, someone on Facebook giving tax advice isn’t always a great idea. They may be qualified, or they may not be. They probably don’t know your whole situation and there might be another aspect of your situation that is pertinent and relevant and hasn’t been disclosed. I often say when I see something, “Talk to your accountant as they can best give you advice for your particular situation”.
Zoom, Teams or Skype
Communication via these platforms has really taken off. Prior to COVID-19, a good amount of people I spoke to were not familiar or comfortable with Zoom. If someone couldn’t meet me face-to-face physically, then they often were not comfortable accessing my business coaching services. However today, almost everyone has used Zoom. For small business users, it’s free. I do pay for a version as it allows me to have longer sessions and sessions with multiple people, but it’s part of doing business. I like Zoom because:
- My clients don’t have to pay for it
- My clients (mostly) find it easy to use
- I can meet someone in Sydney, Melbourne, Perth or Cairns to talk about their business and can see them face-to-face (via a screen) without hopping on a plane
- Less travels saves me and less planes flying I am sure is good for the environment
- Time is money, so eliminating travel time means I can focus on helping my clients
- Quite simply, it works and works well as long as you’ve half-decent internet access.
The above are some modern means of communication that are influencing the way we interact as a society. Over time, this will become more and more popular, and with the use of Smartphones today, they have become part of day-to-day life. In fact, more and more people are accessing information, websites and communication via their phone in every way, from banking to social media, to taking photos and keeping in touch. Less people are using traditional computers, and more and more are ditching laptops. It’s not always possible to get someone to print and sign something, so instead, e-signing is becoming more and more popular. Quotes are often accepted digitally too.
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