Kristen is the senior manager of corporate communications at PTC and editor of Field Service Digital. She is passionate about elevating the stories of women in field service and improving communication between the field and the office. Prior to ServiceMax, Kristen held content marketing roles at startups such as Zinc and cielo24. Kristen holds a B.A. in Communication with an emphasis on Professional Writing from the University of California, Santa Barbara.
Email was designed for computers with a larger screen, not mobile devices. Email, even on a mobile app, is slow, clunky, and often confusing. Deskless workers are often on the go or have to problem-solve on the spot in front of customers and can’t wade through endless emails to find the information they need. And when they need an answer fast, they aren’t going to get one through email.
While email is effective for certain communications, like reaching out to third-party vendors or contacting customers, it is not ideal for daily operations. The following points highlight why email hampers productivity, causes frustration, and excludes deskless workers.
Let's delve into the pitfalls of using email as remote communication for service teams.
Pitfalls of using email as remote communication for service teams
Relying on email as the primary communication tool for service teams introduces several significant challenges that can impede efficiency and effectiveness.
1. Email overload creates confusion
While email remains essential for external communications, using it for internal updates can lead to information overload. Important messages often get buried under irrelevant data, making it difficult for team members to stay updated. This can cause delays and miscommunication, which are particularly problematic for remote service teams.
2. Spam filters can hide critical information
Spam filters can mistakenly categorize essential emails as junk, causing vital information to be missed. This can lead to delays in response times and hinder the timely resolution of service issues. Using a centralized communication platform can ensure that important messages reach their intended recipients without being lost in spam folders.
Email anxiety and information overload
The constant influx of emails can create anxiety among service team members, especially when they are away from work. This urge to constantly check emails can disrupt personal time and reduce overall productivity. Setting up automated responses and using status updates in communication tools can help manage expectations and reduce the pressure to stay connected.
Fostering communication silos
Emails can easily lead to communication silos, where information is not shared across the team effectively. This can result in misaligned efforts and decreased productivity. Implementing team chat tools that allow for threaded conversations and designated channels can help ensure that information flows freely and reaches all relevant team members.
Challenges in providing feedback
Providing feedback through email can be cumbersome and impersonal. It lacks the immediacy and engagement of real-time communication, which is essential for effective feedback. Using collaborative platforms can facilitate more interactive and timely feedback, enhancing team performance and satisfaction.
Mobile compatibility issues
Emails are not always optimized for mobile devices, which can be problematic for service teams who rely on their phones while on the go. Poorly formatted emails can be difficult to read and may lead to important information being overlooked. Utilizing mobile-friendly communication tools can ensure that messages are clear and accessible to all team members.
Transitioning to more dynamic and responsive communication tools can help service teams overcome these pitfalls, improving overall efficiency and collaboration.
How to avoid issues from email communication
To effectively use email in service teams, it’s essential to determine the types of messages best suited for this medium and how to organize inboxes efficiently. Here are some steps to avoid common issues:
Select the right communication channel
Not all messages are suited for email. For urgent responses, use channels like Slack or Google Groups instead of email to ensure timely communication.
Organize emails with filters and labels
Categorizing messages with filters, labels, or tags helps prevent important emails from getting lost. This organization makes it easier to manage and locate essential information quickly.
Identify regular communication needs
List the types of communication your team engages in regularly, such as project updates, meeting agendas, client feedback, and task statuses. Determine which ones are best handled via email and which require other channels.
Use email features to improve communication
Evaluate whether your email content could benefit from specific features:
- Use distribution lists or shared inboxes for messages intended for multiple recipients.
- Create labels to categorize related emails, making them easier to find.
- Develop templates for frequently sent messages to save time and ensure consistency.
Inform your team
Once your email system is organized, communicate the changes to your team. Clarify what types of communication will use email and where to find necessary information. Making it easier for team members to locate and respond to emails ensures clearer and more effective communication.
Specific situations to avoid email communication for service teams
Effective communication is critical for service teams, and knowing when to avoid email can enhance productivity and clarity. Here are specific scenarios where email may not be the best communication tool:
Complex information needs detailed discussion
When dealing with complex issues, email can be insufficient due to its lack of interactivity and immediate feedback. Instead, opt for richer communication methods like video calls or face-to-face meetings, which allow for real-time clarifications and a more comprehensive understanding of the subject matter.
Urgent matters require immediate attention
Email is not ideal for time-sensitive communication. Service teams often need quick responses, which email cannot guarantee. For urgent issues, use phone calls, instant messaging, or even direct face-to-face communication to ensure timely responses and actions.
Sensitive or emotional topics
Email lacks the nuances of tone and body language, making it a poor choice for sensitive or emotional messages. Misunderstandings can easily arise. For these situations, choose more personal communication methods like phone calls or in-person meetings to convey empathy and understanding effectively.
Avoiding information overload
Service teams can easily get overwhelmed by numerous emails. Important messages can get lost, leading to missed deadlines and miscommunication. Organize information using dedicated communication platforms where urgent and crucial information can be highlighted and tracked efficiently.
Effective alternatives to email communication
As service teams move to hybrid or remote work environments, communication tools must evolve. Video calls and instant messaging have surged, replacing many in-person interactions. Tools like Slack and Microsoft Teams enable real-time communication, while Zoom and Teams provide crucial face-to-face meetings. Project management software such as Asana and Trello helps organize tasks and deadlines efficiently. Virtual platforms like Google Workspace and Microsoft 365 facilitate seamless document sharing and collaboration. These alternatives to email enhance communication and collaboration, ensuring timely and effective information exchange.
While email works for certain communications, it's ineffective for real-time collaboration. Businesses need solutions that connect teams instantly for seamless information sharing and problem-solving. Tools like Zinc by ServiceMax ensure communication flows freely across all levels, from office to field. Zinc Real-Time Communication targets messages to avoid overload, supports various communication modes, and ensures top-down messages are effectively consumed. With mobile-first design and key metrics for management, Zinc keeps deskless workers informed and connected, enhancing overall communication efficiency in service teams.
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