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Financial Services (6) [ - ]
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- Social Media Meets the Financial Services Industry (and Vice Versa): Part 1
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Insurance (7) [ - ]
- Healthcare Payers? There's an App for that.
- The Emerging Business Value of Enterprise 2.0 - Healthcare Payers
- Content Management Drives Customer Experience
- Expectations of Younger Workforce will Impact Their Buying Behavior
- Insurance
- SharePoint Will Not Own ECM (At Least, Not Anytime Soon)
- Get Rid of the Crappy Stuff...
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Business Topic
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Adoption (22) [ - ]
- Using Social Computing to Accelerate ECM Adoption
- 8 Ways to Garner Adoption for Social Computing in Your Company
- 8 Reasons Why ECM Implementations Experience High Failure Rates, and What to Do About It
- Content Management Drives Customer Experience
- Global Collaboration: Fact or Fiction?
- Social Media Savvy: Don't Forget the Policies and Structure
- If We're Not Using It to Talk, Is It Still a “Phone”?
- Adoption Planning
- SharePoint will own ECM
- Privacy and Work-related Mobile Devices: Part Deux
- Why Aren’t Enterprise 2.0 Vendors Thinking About e-Discovery?
- Don't Build a Strategy to Nowhere, Part 4: Examining "Typical" Benefits
- Don't Build a Strategy to Nowhere, Part 3: Cookies and Slaps
- Don't Build a Strategy to Nowhere, Part 2: An Agile Approach
- Don't Build a Strategy to Nowhere, Part 1: Navigate the Critical Path
- Healthcare Payers? There's an App for that.
- The Emerging Business Value of Enterprise 2.0 - Healthcare Payers
- So, Your Company Has Gone Social. What's Your Social Index?
- Facebook Becomes Relevant to Business with DOCS
- Why Your Social Computing Strategy Matters to Your E-Discovery Project
- Needs vs. Wants: Effectively Engaging the Business in Collaboration and ECM Projects
- It's Always about the Business
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Business Case (13) [ - ]
- Conceptualizing Return on Investment for E-Discovery Technology
- 8 Reasons Why ECM Implementations Experience High Failure Rates, and What to Do About It
- Content Management Drives Customer Experience
- Don't Build a Strategy to Nowhere, Part 1: Navigate the Critical Path
- Don't Build a Strategy to Nowhere, Part 2: An Agile Approach
- Don't Build a Strategy to Nowhere, Part 3: Cookies and Slaps
- Information Management Strategy
- Don't Build a Strategy to Nowhere, Part 4: Examining "Typical" Benefits
- And Now a Few Words about Microfilm
- The Emerging Business Value of Enterprise 2.0 - Healthcare Payers
- 8 Ways to Garner Adoption for Social Computing in Your Company
- Shared Drives Will Own ECM
- Needs vs. Wants: Effectively Engaging the Business in Collaboration and ECM Projects
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Centers of Excellence (2) [ - ]
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Collaboration (12) [ - ]
- Social Media Migrations: Expect the Worst
- Social Media: New Techniques in Crisis Management
- ECM's Not Going Anywhere
- Privacy and Work-related Mobile Devices: Part Deux
- Jive Announces a "New Way" to App
- Expectations of Younger Workforce will Impact Their Buying Behavior
- Global Collaboration: Fact or Fiction?
- Where Does all the Blog and Wiki Content Go?
- So, Your Company Has Gone Social. What's Your Social Index?
- Facebook Becomes Relevant to Business with DOCS
- Using Social Computing to Accelerate ECM Adoption
- 8 Ways to Garner Adoption for Social Computing in Your Company
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Compliance and Discovery (28) [ - ]
- How to Stop Using Tape for Archiving
- Basement Needs Cleaning; Hire a Maid (Using Content Analytics)
- Introducing the Discovery Readiness Program: Part 1
- Introducing the Discovery Readiness Program: Part 2
- Conceptualizing Return on Investment for E-Discovery Technology
- Why Your Social Computing Strategy Matters to Your E-Discovery Project
- What’s a “Reasonable” Expectation of Privacy for Work-related Mobile Devices?
- Here’s Your Email Management Strategy: Part 1 -- Overview
- Here’s Your Email Management Strategy: Part 2 -- Details
- Where Does all the Blog and Wiki Content Go?
- It’s More of a Guideline than a Rule
- Legal and IT Dissonance: How Can We Speak the Same Language?
- Information Governance
- And Now a Few Words about Microfilm
- E-Discovery Vendor Landscape: Matching Your Needs with a Supplier’s Capabilities
- Does Preservation = Suspending Disposition?
- Why Aren’t Enterprise 2.0 Vendors Thinking About e-Discovery?
- A Brief Tour through the E-Discovery Vendor Landscape
- Privacy and Work-related Mobile Devices: Part Deux
- Don't Build a Strategy to Nowhere, Part 4: Examining "Typical" Benefits
- With Social Computing, Do We Need ECM?
- Social Business Content Governance: Should it be a Cloud Service by ECM Providers?
- So, Your Company Has Gone Social. What's Your Social Index?
- Kerosene and a Zippo: What Else Do You Need for Records Management?
- Social Networking and the Retention of “E-communications”
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 1
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 2
- Defining Success for Records Management
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Customer Communications (3) [ - ]
- Discovery and Compliance
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Information Governance (22) [ - ]
- How to Stop Using Tape for Archiving
- Conceptualizing Return on Investment for E-Discovery Technology
- With Social Computing, Do We Need ECM?
- Social Networking and the Retention of “E-communications”
- Social Business Content Governance: Should it be a Cloud Service by ECM Providers?
- Introducing the Discovery Readiness Program: Part 1
- Introducing the Discovery Readiness Program: Part 2
- Kerosene and a Zippo: What Else Do You Need for Records Management?
- Why COEs Fail
- What’s a “Reasonable” Expectation of Privacy for Work-related Mobile Devices?
- Where Does all the Blog and Wiki Content Go?
- It’s More of a Guideline than a Rule
- Social Media Savvy: Don't Forget the Policies and Structure
- Information Governance
- Does Preservation = Suspending Disposition?
- A Brief Tour through the E-Discovery Vendor Landscape
- Privacy and Work-related Mobile Devices: Part Deux
- Don't Build a Strategy to Nowhere, Part 4: Examining "Typical" Benefits
- So, Your Company Has Gone Social. What's Your Social Index?
- Facebook Becomes Relevant to Business with DOCS
- 8 Ways to Garner Adoption for Social Computing in Your Company
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 2
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Marketing (5) [ - ]
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Maturity Assessment (3) [ - ]
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Records Management (24) [ - ]
- With Social Computing, Do We Need ECM?
- Social Networking and the Retention of “E-communications”
- Social Business Content Governance: Should it be a Cloud Service by ECM Providers?
- Introducing the Discovery Readiness Program: Part 1
- Introducing the Discovery Readiness Program: Part 2
- Kerosene and a Zippo: What Else Do You Need for Records Management?
- What’s a “Reasonable” Expectation of Privacy for Work-related Mobile Devices?
- How to Stop Using Tape for Archiving
- Here’s Your Email Management Strategy: Part 1 -- Overview
- Here’s Your Email Management Strategy: Part 2 -- Details
- Where Does all the Blog and Wiki Content Go?
- It’s More of a Guideline than a Rule
- Legal and IT Dissonance: How Can We Speak the Same Language?
- Information Governance
- And Now a Few Words about Microfilm
- E-Discovery Vendor Landscape: Matching Your Needs with a Supplier’s Capabilities
- Does Preservation = Suspending Disposition?
- Why Aren’t Enterprise 2.0 Vendors Thinking About e-Discovery?
- A Brief Tour through the E-Discovery Vendor Landscape
- Basement Needs Cleaning; Hire a Maid (Using Content Analytics)
- What Part of E-Discovery Should You Fix First?
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 1
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 2
- Defining Success for Records Management
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Return on Investment (9) [ - ]
- Conceptualizing Return on Investment for E-Discovery Technology
- Content Management Drives Customer Experience
- Don't Build a Strategy to Nowhere, Part 1: Navigate the Critical Path
- Don't Build a Strategy to Nowhere, Part 2: An Agile Approach
- Don't Build a Strategy to Nowhere, Part 3: Cookies and Slaps
- Don't Build a Strategy to Nowhere, Part 4: Examining "Typical" Benefits
- 8 Reasons Why ECM Implementations Experience High Failure Rates, and What to Do About It
- The Emerging Business Value of Enterprise 2.0 - Healthcare Payers
- Shared Drives Will Own ECM
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Shared Services (2) [ - ]
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Solution Selection (5) [ - ]
- Five Ways to Improve Your Solution Evaluation and Selection Process
- A Brief Tour through the E-Discovery Vendor Landscape
- E-Discovery Vendor Landscape: Matching Your Needs with a Supplier’s Capabilities
- Needs vs. Wants: Effectively Engaging the Business in Collaboration and ECM Projects
- Skip the RFP
Technology
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BPM (2) [ - ]
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Cloud Computing (4) [ - ]
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Collaboration (17) [ - ]
- The Emerging Business Value of Enterprise 2.0 - Healthcare Payers
- Facebook Becomes Relevant to Business with DOCS
- Why Your Social Computing Strategy Matters to Your E-Discovery Project
- 8 Ways to Garner Adoption for Social Computing in Your Company
- Global Collaboration: Fact or Fiction?
- Social Media Savvy: Don't Forget the Policies and Structure
- Expectations of Younger Workforce will Impact Their Buying Behavior
- Why Aren’t Enterprise 2.0 Vendors Thinking About e-Discovery?
- ECM's Not Going Anywhere
- Social Media: New Techniques in Crisis Management
- Jive Announces a "New Way" to App
- Social Media Migrations: Expect the Worst
- Where Does all the Blog and Wiki Content Go?
- So, Your Company Has Gone Social. What's Your Social Index?
- Using Social Computing to Accelerate ECM Adoption
- Needs vs. Wants: Effectively Engaging the Business in Collaboration and ECM Projects
- Needs vs. Wants: Effectively Engaging the Business in Collaboration and ECM Projects
- Content Analytics
- Document Composition
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E-discovery (19) [ - ]
- Conceptualizing Return on Investment for E-Discovery Technology
- Why Your Social Computing Strategy Matters to Your E-Discovery Project
- Basement Needs Cleaning; Hire a Maid (Using Content Analytics)
- Introducing the Discovery Readiness Program: Part 1
- Introducing the Discovery Readiness Program: Part 2
- How to Stop Using Tape for Archiving
- Here’s Your Email Management Strategy: Part 1 -- Overview
- Where Does all the Blog and Wiki Content Go?
- It’s More of a Guideline than a Rule
- Legal and IT Dissonance: How Can We Speak the Same Language?
- E-Discovery Vendor Landscape: Matching Your Needs with a Supplier’s Capabilities
- Does Preservation = Suspending Disposition?
- A Brief Tour through the E-Discovery Vendor Landscape
- Why Aren’t Enterprise 2.0 Vendors Thinking About e-Discovery?
- Don't Build a Strategy to Nowhere, Part 4: Examining "Typical" Benefits
- Kerosene and a Zippo: What Else Do You Need for Records Management?
- Social Networking and the Retention of “E-communications”
- What Part of E-Discovery Should You Fix First?
- Defining Success for Records Management
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ECM (29) [ - ]
- Five Ways to Improve Your Solution Evaluation and Selection Process
- With Social Computing, Do We Need ECM?
- Social Business Content Governance: Should it be a Cloud Service by ECM Providers?
- Facebook Becomes Relevant to Business with DOCS
- Using Social Computing to Accelerate ECM Adoption
- 8 Reasons Why ECM Implementations Experience High Failure Rates, and What to Do About It
- Content Management Drives Customer Experience
- How to Stop Using Tape for Archiving
- Here’s Your Email Management Strategy: Part 1 -- Overview
- Here’s Your Email Management Strategy: Part 2 -- Details
- Where Does all the Blog and Wiki Content Go?
- It’s More of a Guideline than a Rule
- Don't Build a Strategy to Nowhere, Part 1: Navigate the Critical Path
- Don't Build a Strategy to Nowhere, Part 2: An Agile Approach
- Don't Build a Strategy to Nowhere, Part 3: Cookies and Slaps
- Social Media Savvy: Don't Forget the Policies and Structure
- Social Media Migrations: Expect the Worst
- SharePoint will own ECM
- SharePoint Will Not Own ECM (At Least, Not Anytime Soon)
- A Brief Tour through the E-Discovery Vendor Landscape
- ECM's Not Going Anywhere
- Don't Build a Strategy to Nowhere, Part 4: Examining "Typical" Benefits
- Introducing the Discovery Readiness Program: Part 2
- Skip the RFP
- Needs vs. Wants: Effectively Engaging the Business in Collaboration and ECM Projects
- What Part of E-Discovery Should You Fix First?
- Adobe Gets WCM, DAM from Day Software
- What the Datacap Acquisition Means for Customers
- It's Always about the Business
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Email Management (4) [ - ]
- Imaging
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Mobile Computing (9) [ - ]
- Healthcare Payers? There's an App for that.
- The Emerging Business Value of Enterprise 2.0 - Healthcare Payers
- What’s a “Reasonable” Expectation of Privacy for Work-related Mobile Devices?
- If We're Not Using It to Talk, Is It Still a “Phone”?
- Expectations of Younger Workforce will Impact Their Buying Behavior
- Privacy and Work-related Mobile Devices: Part Deux
- Jive Announces a "New Way" to App
- 8 Ways to Garner Adoption for Social Computing in Your Company
- Using Social Computing to Accelerate ECM Adoption
-
Records Management (19) [ - ]
- With Social Computing, Do We Need ECM?
- Social Networking and the Retention of “E-communications”
- Introducing the Discovery Readiness Program: Part 1
- Introducing the Discovery Readiness Program: Part 2
- Kerosene and a Zippo: What Else Do You Need for Records Management?
- How to Stop Using Tape for Archiving
- Here’s Your Email Management Strategy: Part 1 -- Overview
- Here’s Your Email Management Strategy: Part 2 -- Details
- Where Does all the Blog and Wiki Content Go?
- It’s More of a Guideline than a Rule
- Legal and IT Dissonance: How Can We Speak the Same Language?
- And Now a Few Words about Microfilm
- E-Discovery Vendor Landscape: Matching Your Needs with a Supplier’s Capabilities
- Does Preservation = Suspending Disposition?
- Why Aren’t Enterprise 2.0 Vendors Thinking About e-Discovery?
- A Brief Tour through the E-Discovery Vendor Landscape
- What Part of E-Discovery Should You Fix First?
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 1
- Defining Success for Records Management
- Search
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Social Computing (29) [ - ]
- Healthcare Payers? There's an App for that.
- So, Your Company Has Gone Social. What's Your Social Index?
- Five Ways to Improve Your Solution Evaluation and Selection Process
- With Social Computing, Do We Need ECM?
- Social Networking and the Retention of “E-communications”
- Social Business Content Governance: Should it be a Cloud Service by ECM Providers?
- The Emerging Business Value of Enterprise 2.0 - Healthcare Payers
- Facebook Becomes Relevant to Business with DOCS
- Using Social Computing to Accelerate ECM Adoption
- Why Your Social Computing Strategy Matters to Your E-Discovery Project
- 8 Ways to Garner Adoption for Social Computing in Your Company
- Where Does all the Blog and Wiki Content Go?
- It’s More of a Guideline than a Rule
- Global Collaboration: Fact or Fiction?
- Social Media Savvy: Don't Forget the Policies and Structure
- If We're Not Using It to Talk, Is It Still a “Phone”?
- Expectations of Younger Workforce will Impact Their Buying Behavior
- Social Media Migrations: Expect the Worst
- Jive Announces a "New Way" to App
- Social Media: New Techniques in Crisis Management
- Privacy and Work-related Mobile Devices: Part Deux
- Why Aren’t Enterprise 2.0 Vendors Thinking About e-Discovery?
- ECM's Not Going Anywhere
- What’s a “Reasonable” Expectation of Privacy for Work-related Mobile Devices?
- Get Rid of the Crappy Stuff...
- Facebook Becomes Relevant to Business with DOCS
- Using Social Computing to Accelerate ECM Adoption
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 1
- Social Media Meets the Financial Services Industry (and Vice Versa): Part 2
- Is your records management and #compliance program sick? Use these criteria for a quick check-up. #RM #AIIM http://bit.ly/cn8o3D
- RT @ricktucker88: @richardmedinarm presenting best practices #compliance for #social #collaboration http://bit.ly/b0MfT1 #AIIM Chicago 9-16
- It's ALWAYS about the business. #BPM #ECM http://bit.ly/coPKRd
- RT @tmresek: special #AIIMwebinar today at 2 pm Eastern - @levie from @boxdotnet about #cloud content mgmt + case study http://ow.ly/2vgHz
- Shooting for the moon without the business equals IT Fail. http://bit.ly/dvLgKk #ECM #Collaboration
Authors
- James Watson (12)
- Jeetu Patel (5)
- Jeff Phillips (3)
- Joe Fenner (4)
- Joe Shepley (13)
- Lane Severson (1)
- Linda Andrews (5)
- Rich Medina (9)
- Rick Tucker (3)
- Tom Roberts (2)
If We’re Not Using It to Talk, Is It Still a “Phone”?
A recent article in the New York Times (Cellphones Now Used More for Data Than for Calls ) reported that people are now using their cell phones less for talking than for all the other services these devices now offer – text, e-mail, Internet access, streaming video, music, etc. Voice communication may have been the original purpose of the cell phone, but in 2009, voice data for the first time constituted less than half the traffic on the mobile networks, overtaken by the amount of data in all those other apps we now rely on to keep us connected – and amused – wherever we happen to be.
What’s going on? Why aren’t we talking anymore? More astonishing (at least to me), why are we typing, instead of talking?
According to the Washington-based CTIA, which tracks this stuff, the average number of voice minutes per user in the U.S. has been decreasing for 2 years now. And our phone conversations are getting shorter: In 2008, our local calls averaged almost two and a half minutes; in 2009, they were down to 1.81 minutes. Texting, on the other hand, is very much on the rise. Last year there was a nearly 50 percent increase in the number of text messages sent per user.
Now that our “phones” are web-enabled to perform so many other functions for us, talking has become almost the least of their uses. Instead, we’re using our phones to email, listen to music, watch TV programs we missed, find the location of the nearest Starbucks, check the stock market, post Tweets or updates to Facebook, make lists, track our caloric input and output, or to Google the elusive factoid.
For anecdotal evidence, I need look no further than the #156 LaSalle Street bus. It goes without saying that everyone on my bus has a cell phone. Not so long ago I dreaded sitting next to anyone who had their phone out and at the ready, for fear of having to listen in on yet another conversation of the “I’m-on-the-bus-right-now, where-are-you?” variety. But lately, when I look around, my fellow CTA travelers are all noodling away on their mobile devices. Doubtless many of these same conversations are still taking place, but in silence now, via Tweets. (Far more civil, if you ask me.)
So why are we texting instead of talking? My own best guess is that it’s the nature of our messages. Many of our distance communications now seem to be reducible to quick, short exchanges; for these, we don’t need to talk – and we don’t mind pecking them out on our teeny keyboards or our touchscreens.
But it’s also a matter of how we value time – ours and other people’s. Many of us don’t have the time to talk, to allow ourselves to engage in the dance of the water cooler-type set-up before you get down to the real business of the call. It was voicemail and email that got us accustomed to the convenience of asynchronous communications in the first place: No longer did we need to impose on someone else’s time with an intrusive phone call (or suffer the imposition ourselves when they called us). So it wasn’t much of a leap to instant messaging, to texting. And now, to the real timesaver, microblogging. Why talk at all, when you could be using Twitter to check in, register that update, make that quick comment? Or Facebook, to blast those personal news items out to all your “friends”? Plus you can graze among multiple communications, catching updates from several people at once. It’s multi-tasking at its finest.
Some of it is age-related, too. I for one would not want to be a middle school teacher these days. Instead of passing notes during Elementary Algebra, today’s adolescents are rapid-fire texting each other. (This is true of the middle-aged adolescents during the weekly departmental meeting, too – although their eye-hand coordination may not quite stand up to that of the real adolescents.)
And, let’s face it, text is cheaper than talking (at least for now). Doubtless there are some who feel as if they’re putting one over on the phone company. Every time they punch out a text message instead of making a call, they can convince themselves they’re punching out The Man.
Then there’s the issue of sound quality with voice. Not to mention the dropped calls. Why bother?
For all these reasons, we’re willing to type rather than talk.
And since “phone” is derived from the Greek word for “voice,” there’s every reason now to retire the term and start referring to these indispenable toys generically as “mobile devices.”
Except voice isn’t exactly going away. There are still plenty of distance communications that depend on the reciprocal involvement of their participants. At least in my workplace, this is where the conference call comes into play. We need to discuss the latest project findings with the client, and we’ve got multiple people in the room on both sides of the conversation. Or we’re pitching our services to a prospective client, and we need to hear what they’re looking for and respond to their questions. And there are plenty of one-on-one voice communications taking place, too: updates from our project manager to the client’s project manager, for instance.
But when a client needs a quick answer to a quick question, the chances are they text us or Tweet us – and that we respond likewise, via cell phone.
Excuse me: via mobile device.



Thank you for the very insightful analysis and commentary, Linda. The sociology that accompanies technology has always fascinated me.
I recently had a conversation with a man sitting next to me on the plane, who commented on the feverish pace and the oblivious trance I was clearly immersed in while texting on my mobile device. Any business traveler would instantly understand that I was attempting to complete a message before they closed the aircraft doors, driving us all back into the dark ages, forcing radio silence for three and a half hours.
The man commented, “My kids do that texting thing all of the time. They can’t be bothered to dial a number. Nobody talks with their real voice these days.” I thought about it for a minute and realized that before we make a judgement about “the younger generation” or, “the kids these days…” having a lack of appreciation for human contact or losing the need and/or skills for interpersonal verbal communication, that perhaps it’s just a matter of practical convenience.
All of the points that you make in your posting, in my opinion, are correct. Texting is faster than dialing, waiting for a call to connect, and leaving a voicemail message. Texting forces us to trim the fat: the small talk, the low-value ramp-up formalities before we deliver the real message. It really is faster and cheaper, and about convenience, and not about an erosion of our basic communication skills.
I explained to the man sitting next to me on the flight that, although his kids’ texting may seem impersonal to him, it doesn’t mean that the communications are impersonal to his children. For the texting generation, these are new tools to express oneself, to connect more often with others, in new, faster, and more exciting ways. If you’ve ever been on the bus or train and heard someone laugh heartily aloud at a text message that they just received from a good friend, you understand what I mean.
Jeff