This document discusses the differences between written (text-based) and spoken communication. It notes that while written communication is now dominant, spoken communication provides important benefits for relationships and conveying subjective meanings. The "reciprocity rule" holds that the communication channel used by the sender should be matched in the response. While texting allows for time management and record keeping, talking is better for building relationships, dialogue, and conveying personal influence through credibility and persuasion. The key takeaway is that the choice to text or talk should be strategic rather than habitual, with text used for simple, factual exchanges and talking preferred for matters of persuasion, relationships, and subjective information.

1. To Text or to Talk?To Text or to Talk?
Gordon Zimmerman, Ph.D.Gordon Zimmerman, Ph.D.
Zimmerman ConsultingZimmerman Consulting
Professor Emeritus, UNRProfessor Emeritus, UNR

2. • Hypothetical: The NCET project team—
ideas for workshops at Sept. expo.
• Your text: “Reminder: team meeting Fri.
at 10:00—My Favorite Muffin. See you
there.”

3. The Reciprocity RuleThe Reciprocity Rule
“The receiver of a message must reply with
the same communication channel
selected by the sender.”
Text to text, phone call to phone call, email
to email . . . . and face-to-face talk

4. New Bus./Prof. CommunicationNew Bus./Prof. Communication
• Written, visual information is
dominant
– Texting, twitter and emails
– Social media
– On-line websites
• Oral communication is marginal

5. Written SpokenWritten Spoken
1. Language, vision, fine
motor movement
2.Low engagement with
others
1. Language, vision,
hearing, motor skills,
vocal behavior,
perception of others
2. High engagement,
“immersion” in an event

6. Written SpokenWritten Spoken
3. Focus on message
content
4. Delayed feedback,
“asynchronous”
5. Low affect (emotion,
subjectivity)
3. Focus on content and
process (interaction)
4. Immediate feedback,
spontaneous language
5. High affect (perceived
emotion, subjectivity)

7. Written SpokenWritten Spoken
6. All verbal (except
emojis)
7. Low “self-monitoring”
8. Requires competent
reading
6. Verbal and nonverbal
behavior
7. High “self-monitoring”
during conversation
8. Requires competent
listening

8. The Extreme TextersThe Extreme Texters
• Thousands of texts per month; hundreds
of “in box” and “sent” emails
• More likely introverts
• Phone/face-to-face more risky
• 32% prefer text over voice, esp. with self-
disclosure, disagreement and apology
• “text circles”—close group of friends in
perpetual contact
• Talk is physically, emotionally draining

9. The Extreme TalkersThe Extreme Talkers
• More likely extraverts, high self-monitors
• Written words—not “who I really am” (fear
of being judged without being seen and
heard)
• Talking = recharging, energizing
• Writing is risky—on my record, cannot be
recalled, legal “exposure”
• Writing is hard and tedious

10. Written BenefitsWritten Benefits
• Time management
• Legal, procedural rules (on the
record)
• High quantity of content—verbal
and visual
• Cheap (time, $’s, psychological
energy)

11. Spoken BenefitsSpoken Benefits
• Relationships—starting,
maintaining, growing, adapting
• Subjective meanings, attitudes,
opinions, self-disclosure
• Dialogue--two-way payoffs
• Privacy, security--no “record”

12. The Benefit of TalkingThe Benefit of Talking
• PERSONAL INFLUENCE
--credibility (am I believable?)
--persuasion (will you do this?)
--negotiation (can we agree?)
--self-presentation (am I OK?)

13. The Written vs. Spoken ChoiceThe Written vs. Spoken Choice
• 1. Disclose concerns, misgivings about a
joint project
• 2. Remind 5 colleagues of a meeting time
• 3. Express sympathy or support for a
friend who’s lost a family member

14. • 4. Deliver bad news to co-workers re: a
customer cancelling a big order
• 5. Thank a customer for his/her business
with you
• 6. Complain to a business owner about
his/her employee’s work for you

15. • 7. Confer with a bank re: error on your
business checking account
• 8. Recommend to a friend-- “join NCET”
• 9. Answer a client’s question he/she left
on your voice mail

16. 10. Apologize for forgetting a meeting
11. Review for colleagues the results of a
committee meeting you attended
12. Just met, exchanged business cards:
“Let’s meet for coffee sometime.”

17. The Take-awayThe Take-away
• Make the “text or talk” choice
strategic, not habitual
• TEXT – simple, factual information
• TALK – persuasion, relationships,
subjective information