I should start by saying this post isn’t exactly groundbreaking. I’m confident that I’m not the first person to think about the pros and cons of communicating with clients via phone versus email. That is what is on my mind this week, though, which means it’s going in the blog.

Phone: You can often get the answers to quick questions almost immediately.
Email: You need to compose an email, send it, and wait for a response.
Winner: Phone

Phone: You may need to play phone tag or schedule a specific time in order to talk to someone.
Email: You can write and send a message whenever it’s convenient.
Winner: Email

Phone: You depend on your ability to speak tactfully and avoid saying the wrong thing.
Email: You can review your message as many times as necessary and even have someone else proof it.
Winner: Email (especially if you’re not very tactful)

Phone: You run the risk of getting dragged into lengthy conversations.
Email: You have unilateral control to focus on only those topics you care about.
Winner: Email

Phone: You can usually recognize and correct misunderstandings and confusing statements immediately.
Email: You may send several emails back and forth to clarify a vague point.
Winner: Phone

Phone: You can only exchange information that you can speak.
Email: You can send attachments (and URLs that can be clicked instead of spelled-out).
Winner: Email

Phone: You need to make multiple calls or setup a conference call to share information with multiple people.
Email: You can easily send an email to any number of recipients.
Winner: Email

Phone: You must ignore interruptions or make another call later.
Email: You can stop and start writing your message as needed.
Winner: Email

Phone: You must record your conversations or do without evidence of what was discussed.
Email: You have a written record.
Winner: Email

Phone: You have everyone involved in the same conversation “thread” when talking to several people.
Email: You have people responding at different times, and they may not have read what everyone else has written.
Winner: Phone

I feel like I’m giving the trusty phone call the short end of the stick here. I guess it’s obvious, that different situations are better suited for one particular channel or the other. I know this comparison isn’t comprehensive, so if you have a pro/con that you don’t see listed, please include it in the comments.

filed under: Dealing With Clients