Navigating Digital Etiquette: When to Email, When to Slack, and When to Pick Up the Phone

In today’s digital world, effective communication is crucial for workplace success. As our professional interactions increasingly occur online, understanding digital etiquette has become essential. But with so many communication channels available, how do we choose the right one for each situation? Let’s explore when to use email, Slack/Teams, or the good old-fashioned phone call.

The Importance of Digital Etiquette

Digital etiquette, also known as netiquette, refers to the set of guidelines for polite and respectful behaviour when communicating online. As David Chiles, author of “The Principles of Netiquette,” puts it, “Courtesy and kindness cultivate confidence with good Netiquette. Doing things right makes you feel good.”

In the workplace, proper digital etiquette is more than just being polite – it’s about effective communication and productivity. According to a 2021 Digital Etiquette study by Adaptavist, 75% of employees sometimes or always feel invisible to their colleagues on digital platforms despite their interactions and posts. This highlights the need for clear communication guidelines to support effective collaboration and workplace efficiency.

Email: The Professional Standard

Email remains a cornerstone of business communication. According to Statista, an estimated 361.6 billion emails were sent and received daily worldwide in 2024 and that is only predicted to increase year by year. So when should you use email?

• For formal communications or when a paper trail is needed
• When communicating with external parties
• For non-urgent matters that don’t require immediate response
• When sending detailed information or attachments

Simon Haighton-Williams, CEO of The Adaptavist Group, emphasises the importance of email etiquette: “The challenge for employers is threefold: to create a culture that values individual contributions, encourages cohesive teamwork, and respects generational diversity without resorting to stereotypes.”

Instant Message: Real-Time Collaboration

Instant messaging platforms such as Slack and Teams have revolutionised internal communication for many organisations. They have become a go-to tool for quick, informal conversations. Use instant messaging when:

• You need a quick response from a colleague
• For team discussions and brainstorming sessions
• Sharing updates or asking simple questions
• For casual, non-work-related chats (in appropriate channels)

However, be mindful of “tool fatigue.” The 2021 Digital Etiquette study found that 29% of respondents were familiar with the term, and of those, 59% said they lose time during their workday due to tool fatigue.

Calls: The Personal Touch

In our digital age, the importance of voice communication shouldn’t be underestimated. Pick up the phone when:

• The matter is urgent or time-sensitive
• You need to discuss a sensitive or complex issue
• There’s potential for misunderstanding in written communication
• You want to build a more personal connection

Research by CommBank and More revealed Gen Z Australians aged between 18 and 26 found that almost 60% dread making or accepting a phone call. Luckily we now have ways of making phone calls more interactive, with facetimes, Teams or Slack calls.

Striking the Right Balance

The key to effective digital etiquette is understanding the strengths and limitations of each communication channel. As our Founder, Josh Mackenzie notes, “In today’s multigenerational workforce, it’s clear we need to learn how to utilise and work with the different skills and working styles that have formed with each generation’s experiences.”

Here are some tips for navigating digital etiquette in the workplace:

1. Consider your audience: Different generations may have different communication preferences.
2. Respect time zones: Be mindful of when you’re sending messages, especially in global teams.
3. Be clear and concise: Regardless of the medium, clarity is key to effective communication.
4. Use appropriate tone: Remember that tone can be easily misinterpreted in written communications.
5. Respond in a timely manner: Set expectations for response times in your organisation.

The Future of Digital Etiquette

As technology continues to evolve, so too will our digital etiquette norms. The rise of AI and machine learning may introduce new challenges and opportunities in workplace communication. A report by Deloitte suggests that the digital workplace creates its own challenges, including “developing a new kind of digital etiquette to expectations for employees.”

In conclusion, mastering digital etiquette is crucial in today’s workplace. By understanding when to use email, instant messaging, or the phone, and by following best practices for each medium, we can improve our communication effectiveness and build stronger professional relationships. As we navigate this digital world, let’s remember that at the heart of all communication – digital or otherwise – is human connection.

DBL’s “Decoding the Workplace” solution offers a comprehensive approach to help new hires, particularly those from Generation Z, navigate the complexities of organisational culture and unwritten workplace rules.

Understanding Unwritten Expectations – focuses on decoding the unspoken expectations that come with starting a new job. It helps participants understand the concept of the “psychological contract” that exists beyond formal terms and conditions, addressing potential misunderstandings that can arise from cultural expectations not explicitly communicated.

Want to learn more about this module? Visit our landing page or contact us today!