Even as existing technologies become more routine, there is still a lot to learn about when to use which ones. It’s not uncommon for an employee to spend 15 minutes composing an e-mail message when the question can be answered in a 15-second phone call. And the moderating cues we pick up from each others’ voices are notoriously absent from e-mail. People can misunderstand hastily written messages and take offense where none is meant. Rich Nitzsche, AIA, principal and chief information officer of Perkins+Will says, “In this firm, we encourage people to pick up the phone instead of using e-mail. Some things shouldn’t be communicated via e-mail, and problems can escalate. You end up wasting time defusing a tense situation that shouldn’t have been tense in the first place.”
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