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CREATE AN

IMPACT A

cknowledged or not, customer communication happens all the time in a business. It covers a variety of linguistic means, ranging from speaking and listening to writing and responding to images. In any form of communication — message and the way it is expressed — both are important. A polite thank you and a formal thank you generate different emotions in people. In writing, all-caps is considered yelling and bold letters indicate importance. Large sentences are

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avoided for being complex, and simple words are chosen for clarity. Behind all these linguistic considerations, the idea is to create an impact. But who determines this impact? And most importantly, what should be an ideal impact? Is it even possible to monitor the communication across departments to create a unified experience for the customers? These are simple questions yet difficult to answer, and only leadership teams could answer them properly. Most leaders take the following steps to create impactful communication

Linguistic considerations when planning customer communications By Suyash Kaushik

and monitor the conversations across departments and channels. Humanistic Conversation Some leaders take formal communication too far in an attempt to make a professional impression. Although it is an acceptable practice when interacting with millennials, Gen Z wants to be engaged in a less rigid manner. The problem is that what is professional for millennials is traditional for Gen Z. A common ground is that people from both the generations hate to engage with bots, be it chatbots or