The document discusses effective communication strategies when working with customers. It suggests trying all modes of communication upfront, including phone calls, emails, texts, social media, etc. to determine the customer's preferred method. Once the preferred method is identified, adapt to it in order to be responsive to the customer's needs and meet deadlines. Using the customer's preferred communication mode, even if it's not your own, can lead to satisfied customers and successful projects.

1. The Art of The Communication
Joshua Maher – http://joshmaher.net - @joshmaher

2. Most technologists I know prefer
any mode of communication that
does not include a telephone call

3. “Hello sorry I missed your call. Feel
free to leave a message, but if you
really want to get in touch with me
please email, text, or message me
as I likely won’t listen to my
voicemail”

4. I can’t get ahold of Josh! He
doesn’t check his voicemail…

5. Hmmm… Maybe voice
communication isn’t just a mode of
escalation in the Lync client

6. Most technologists I know prefer
any mode of communication that
does not include a telephone call

7. What is the best way to get things
done?

8. A Case in Focus
Using Communication in the Field

9. Customer is unresponsive and
deadlines are at risk

10. From: Joshua Maher
Sent: Monday, December 5, 2011 2:28 PM
To: Mr. Customer
Cc: Mrs. Customer
Subject: The data we need to meet our
deadline

11. Customer is unresponsive and
deadlines are at risk

12. From: Joshua Maher
Sent: Tuesday, December 6, 2011 9:00 AM
To: Mr. Customer
Cc: Mrs. Customer
Subject: RE: The data we need to meet our
deadline

13. Customer is unresponsive and
deadlines are at risk

14. From: Joshua Maher
Sent: Wednesday, December 7, 2011 9:28 AM
To: Mr. Customer
Cc: Mrs. Customer
Subject: RE: The data we need to meet our
deadline!

15. Customer is unresponsive and
deadlines are at risk

16. How am I ever going to get my job
done?

18. “So good to talk to you on
the phone”

19. “Anything that you need? I
know that deadline is coming”

20. Why didn’t I call on Tuesday?

21. Nice work getting all the data
before the deadline!!

22. Best Practices?
Using Communication in the Field

23. Communication Styles are over-
taught, communication modes
are under-taught

24. Myers-Briggs personality types will
get you no where if you can’t get
the other person to talk to you

25. Try all modes of communication
with each new person

26. In-Person, Telephone, E-
Mail, Text, Twitter, Facebook, Linke
dIn, etc.

27. Quickly adapt to the customer’s
communication preference

28. Don’t be afraid to ask what
mode of communication is the
best

29. It may suck – but satisfied
customers are awesome!

30. What’s Your Experience?

31. Opinions on the Internet
• http://cognition.happycog.com/article/streamlining-internal-communications
• http://leehopkins.com/modes-of-communication.html
• http://www.businessknowledgesource.com/blog/what_are_the_different_methods
_of_communication_and_which_is_best_for_you_023376.html