Losing the human voice through texting

Yesterday I heard a news item on BBC news related to a company that specialises in converting voice mail messages to text messages. Apparently, there are privacy laws that could be violated through this process. I wasn't desperately interested in this, but I was interested in why anyone would like to lose the sound of a human voice over a text message and also the implications of this.

http://news.bbc.co.uk/1/hi/technology/8163511.stm

The human voice is a powerful method of communication; it is a personal connection between the caller and the receiver. Think of when you receive recorded (cold call) messages and how monotonous they are - because the voice is reading something automatically. Many people complain when they call a business and receive a bombardment of automated responses with a recorded message.
Also, when you convert a normal conversation into text, you lose some of the subtle messages from pauses, inflections and energy. Unless the text message is carefully punctuated, there are likely to be misunderstandings. It becomes the equivalent of an automised voice - in text.
So why should we wish to lose the human voice and read a text message instead? Could it be that a manufacturer has created another toy and it is just a fad, or do we really wish to lose human contact with each other?

From a personal perspective, I prefer to send and receive voice mail messages and my market research confirms this. As a business we wish to demonstrate that we are human beings and customers want this too. I do send text messages - but only to people I already have some contact with and have established a relationship with.

From a business perspective, I would avoid using this method until - as I have done - I have established a relationship, thus making a quick method of communication permissible. I don't want to hear automated voices or text messages when I am contacting a company, unless I know them well. And remember that large companies that we complained about (except BT) now have a human voice at the other end of a phone within a couple of clicks. What does that tell you about using the voice?

Maintaining communications whilst on vacation

A number of people will be going on holiday soon; certainly in Hertfordshire there is a mass exodus when the school term finishes this week. As I have mentioned before on this blog, it is important to maintain contact with clients - or at least to give them information WHY you have not responded to their email or call.

I recently had a meeting with a website design company and despite reassurances from them that a full report and suggestions would be sent to me within a week, I still haven't heard from them 5 weeks later. My thoughts are that they are not interested in my business; perhaps they are too busy or that they dismissed my approach. Whatever the reason, they have been crossed off my list of prospective website developers....

When we are on vacation, we aren't going to tell everyone where we are, BUT we need to ensure there is a response to an enquiry or communication from an existing or prospective client - and colleagues. Otherwise they will think as I did, that 'you don't care about my business'.

Here are my tips for maintaining communications whilst you are away.

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  Update your email automated response; stating the dates you are out of the office and an alternative person to speak to (with their contact details) if the email is urgent.








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  Update your voice mail messages (particularly for a business mobile number) stating when you are out of the office and an alternative number and person to call.








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  Arrange for someone in your business to be responsible for all of your mail/telephone and email correspondence whilst you are away. If necessary pass on projects to them, but make sure you hand over properly with detailed information.








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  For existing clients, warn them when you are going to be away and who to speak to in your absence.








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  If you have had enquiries or there are outstanding proposals before you go away, let the clients and potential clients know beforehand and give them a date they should expect to receive this work.

And to finish: I have recently experienced a rather sobering situation where a musician 'disappeared' without trace for 10 days, just before a wedding. She hadn't contacted myself (the music management company); the other musicians she was performing with, or the client. The client was understandably very worried that she would not show up on the day and despite leaving emails, voice messages and text messages daily for a week, I had no response. Eventually it was decided to cancel her contract by email, text, voicemail and letter, and replace her with another musician.

At 7.45pm the evening before the lunch time wedding, she called asking why she'd received this letter. I explained that we had been trying to contact her unsuccessfully and that the client was extremely concerned she wasn't going to show up. She had not switched on her automated email; altered her voice mail; let people know she was away - or responded to her text messages. She was very surprised she had been sacked..... She had lost the confidence and trust of the clients. Just don't talk to me about Harpists....

Watch your videos before you post them on your websites/Facebook etc

Recently I have been bombarded by an ambitious business woman who is selling her business club/services/training. There are regular emails; Tweets and messages on my Facebook account. Some of these messages are interesting but I was drawn to her website link that was advertising a series of teleseminars. It is always interesting to see what others are doing and how they are marketing them.
However, I was astonished that the marketing included a number of videos that had been posted on Youtube. My surprise was not that they were posted on Youtube but the quality of the videos. These: like a photograph, first personal appearance or voice podcast give the audience a strong first impression and ... well .... the first impression was NOT good. Not only would I personally not want to participate in training with her but wouldn't want to listen to her teleclasses. I don't want to be unkind; I am sure she is very good at what she does, but my opinion is based on seeing her video.
So... here are some tips if you are going to add a video to your website or post it onto a site like Youtube.

1. Plan what you are going to say beforehand.
2. Practice what you are going to say.
3. Do a runthrough recording, so that you are used to the 'pressure' of being recorded.
4. Check what you are wearing: that it doesn't look awful on the screen. (Geometric patterns are particularly unflattering).
5. Check where you are standing; what is behind? Does this class with your clothes? Is it distracting? If necessary, change where you record the video.
6. After recording, watch your video.
7. Be critical but not neurotic about the video.
8. Ask your self the following:

• Do I come across in the way I wish to portray myself?
• Are my facial expressions and posture positive and professional?
• Is my voice clear; audible and understandable?
• Am I speaking too fast making it difficult to comprehend?
• Are there lots of 'ums, ahs,' and other verbal garbage?
• Am I looking at the camera as if I am having a conversation with the audience or moving my head around (which is distracting and cuts you off from the audience)?

If necessary re-take the video and then ask the same questions.

Podcasts and vidcasts are a brilliant way of communicating with potential customers and clients. This is on my list to do, and in fact I have purchased a Flipcamera for this purpose. However, it is important to be aware of how you portray yourself and if necessary have training for this purpose.

For more details of Executive Voice's training and other services go to http://www.executivevoice.co.uk

Don't lose it, use it

A few weeks ago, I blogged suggesting people were 'nice' to each other. This provoked a response from some of my readers. As you know I come from a working environment where 'High emotional levels' are a requirement. People have tantrums/shout and scream etc for effect as much as anything. So in another environment I believe that this isn't the most effective method of getting results.

However, I have just read the following article: http://tinyurl.com/d68y42

This states that it is GOOD to show emotion (I would agree) and also to show anger. To an extent I agree, BUT I have two reservations.

1. If you 'lose it' by getting really angry - you have no where to go emotionally and also you lose control and possibly say things you regret later.
2. There are occasions when 'showing your cards' or emotions can be a negative point (think of negotiating for a salary rise).

As with all emotions and communication styles, be very clear about what your desired outcomes are. If you are wanting to establish a relationship - losing your temper isn't a positive option, but if as a last resort you have to change someone's behaviour or attitude, it could be used - but be careful not to go into a blind rage.

You have been warned!

Internships and voluntary work - the benefits

You do not need me to point out that there is more competition for jobs: I had a meeting today with a high profile financial recruitment company. They said that clients are wanting to fill posts but paying a significant cut in 'normal' salary. Also, outstanding candidates are prepared to take a cut in 'normal' salary, in order to secure A job.
So what does that mean to people entering the job market - such as graduates, school leavers or job returners after a career break? If experienced and well qualified individuals are down sizing, how can less experienced candidates enter or progress within the job market?
The Government has is encouraging large businesses to provide graduates with internships - with the hope that a significant number will then be employed full time. But how much valuable experience do you really acquire at a multi-national, where the reality is that it is unlikely an intern will be trusted to do more than the coffee run?
Small businesses: my own included, are encouraged to provide work experience and internships by local universities, but it is often a struggle to entice a student to work for a small business - yet, the experience is invaluable. Our present intern has acquired so much experience from helping us at a trade show, setting up databases, checking our websites, managing our hard drive and hard copy filing systems and accompanying us on meetings. We are hoping that our next one will help create a media campaign for particular products and services. They wouldn't get this experience from working in a multi- national - and they have proven experience to put on a CV and discuss at an interview.
Likewise, I have a client who has been a mother for 17 years, and was a highly successful bilingual PA before her career break with a degree in Modern Languages. Personal circumstances and the fact that her sons are older, has meant that she needs to work, yet she has no confidence. However, throughout her career break she has always done voluntary work: everything from PTAs to the toddler group at church and meals on wheels delivery for Old People. After some practice, my client has been able to recognise - and record on her CV, valuable experience she has that would set her apart from other candidates. Not only does she have excellent organisational skills, but she has maintained a book keeping system for funds, liaised with different organisations, fund raised, chaired meetings, communicated with different groups...... The list goes on. If she lived closer to my offices - I would employ her!
My message today is to consider what experience you have - whether it is paid, voluntary or 'work experience'. All are valuable, and could mean the chance of getting a job when you need it. Spend some time writing down all of your experience and how you could relate this to the business world or a particular job you are interested in.
Executive Voice has a telephone and email service, where individuals wanting support with identifying experience - paid or unpaid - how to write it into a CV and also how to discuss it within an interview process. Contact Executive Voice on 0844 576 3015 or susan@executivevoice.co.uk for more information.