Not really a shocker, but a recent study done by Direct Line Insurance in the UK shows people tend to “fib” more often in texting and social network postings than in face to face meetings.  As communication becomes less intimate, avoiding hearing and seeing each other as a message is conveyed, it becomes easier to stretch truths, omit facts, and even outright lie.

This is a crucial point for managers to remember, as well as sales and service reps.

I want to stress that I am not saying we should stop using IM.  We all agree that IM, email, and the phone are not only important but absolutely necessary for efficient communication in today’s world.  However, as anyone who’s been broken up with over the phone (or worse, by IM) can attest, it’s far too tempting to use asynchronous and distancing mediums to convey bad news, creative answers, and generally try to control information that really needs to be open and accessible.

Why is this?

For starters, no one likes to be the bearer of bad news.  Especially if Continue reading →