In a client meeting in Houston yesterday, the law firm’s Director of Professional Development shared a recent Washington Post article called, “Texting Generation Doesn’t Share Boomers’ Taste for Talk.” The most interesting discussion ensued among the largely over-40 meeting attendees. Take time to read this article – and note how you feel the next time your phone rings. Or how you feel when your children don’t call you back.
Here is a short excerpt:
Young people say they avoid voice calls because the immediacy of a phone call strips them of the control that they have over the arguably less-intimate pleasures of texting, e-mailing, Facebooking or tweeting. They even complain that phone calls are by their nature impolite, more of an interruption than the blip of an arriving text.
How does this affect client relationship management, client service and the delivery of legal work? We agreed all lawyers should ask their clients their preferred style(s)of communication. For example, email first, then phone – or always use my cell – or text me, then email me, etc.
I think there are increasing numbers of young lawyers who have a greater fear of public speaking than ever before. Is it because eloquence of the written word is sacrificed daily in favor of brevity and speed? They are chosen over clear communication and the art of crafting precisely the right message with the right tone. Has this abbreviated written style (texts and tweets – how r u?) robbed these young lawyers of their confidence to stand on their feet, and effectively communicate with and compel an audience?
As milennials become influencers and buyers of legal services, it’s worth understanding how their preferred communication style affects how your law firm manages the client relationships and delivers its services.