So Why Write a Letter When I Can Phone?

Who’s got time to write a letter these days? Why not just pick up the phone and call? Several reasons: Speed and efficiency, impact, tact, and courtesy.

Speed and Efficiency
Yes, writing a letter can be faster than making a phone call. How often do you dial someone at an organization and get a live person—the right live person—on the first try? More routinely, you receive a recorded message and a beep. Telephone tag can waste hours and days. It is not atypical that when conducting your personal business you may have to make three or four calls over a period of 3-10 days to resolvea matter.

Consider this typical scenario. Let’s say you have a problem with your checking account. Suppose the bank fails to credit your account with a deposit, returns a check to someone marked “insufficient funds,” and then charges you a $20 fee for the returned check. You could call the customer service department at the bank to tell them about the problem—if you have 3-5 minutes to wait through their phone recordings and menus to get to the right person. Then suppose that person says she’ll take care of it. But she doesn’t. You call the second time and get another person on the line, who’ll “have to research it” and call you back. You get a call-back two days later for the bank agent saying she has corrected the error. You asked if she’ll notify the merchant involved to tell him/her the bounced check was a bank error rather than yours. The bank rep doesn’t know if they can do that. She’ll “check on it” with her supervisor. She calls you back a couple of days later to say, yes, they’ll write the merchant to restore your good name. So you finally have the problem corrected—4 phone calls, 20 minutes talking time, and 6 days later.

And that’s if things go well. The more likely scenario is that the bank rep asks you to bring in or mail a copy of the deposit slip for the deposit you say you made but that they didn’t credit to your account. You’ll have to write a letter when mailing the deposit slip, explaining again everything you told the bank rep over the phone. Or, worse, you’ll have to go into the back to explain it all again in person. And then that person you phone or talk to in person often asks for written documentation of the situation before they can take action!

I repeat: It's often much faster and more efficient to write a letter with all the details and supporting documentation, and let the reader do the walking and researching to take the action you want. Calling can become a long, drawn-out process of telephone tag and frustration.

Impact
A personal letter has greater impact on the reader. A message in black and white always looks more objective, factual, and firm. In other words, because writing is more formal than talking, your messages takes on more importance and punch. When do you need that increased impact in personal situations? Demanding that your landlord make repairs in your apartment. Insisting that the medical clinic has overcharged you. Telling the insurance company you expect a bigger settlement for the damage to your car or house. Persuading the university to readmit you after you've withdrawn with failing grades and unexplained absences. Urging your congressional representative to vote no the new tax bill. Asking your clergyman for a job reference. Asking your relative for a loan. Breaking a relationship for good. Demanding that the auto mechanic treat you fairly. Soliciting money for a charity that must have funds to survive. Demanding that the manufacturer refund your money on a defective product.

A letter demands more attention and a more serious response than angry words in person or on the phone.

And for the same reasons, personal letters to express positive sentiments sound more heartfelt and purposeful. Expressing appreciation to a teacher for his or her contribution to your life. Thanking a friend for encouragement or help during a difficulty. Expressing your love to a spouse, parents, friends, or other relatives.

Letters have impact—both positive and negative. They have staying power.
Tact
Most people think better on their seat than on their feet. That is, if they can take a few moments to collect their thougths in a sensitive situation, their words are less apt to hurt someone's feelings and more prone to protect the sensititives of all concerned. When do you need such tactful wording? Declining to write a job reference for a friend's son, who you think is a jerk. Turning down a friend or relative who wants you to lend him/her money. Reminding members of your social club that they still haven't paid you their share for the going-away gift. Telling your friend you’re sorry about the divorce. Reminding your neighbor that he/she still hasn't paid for the damaged sofa. Declining an invitation to a boring event.

Courtesy
The more technical our world becomes, the more acute the need for common courtesy. Building rapport with coworkers, community leaders, and friends demands that you pay attention to what’s going on in their lives and respond in a socially acceptable way. Recognizing achievements in their lives. Expressing appreciation for volunteer work. Wishing them well on anniversaries and birthdays. Expressing gratitude for help and encouragement. Congratulating them on happy occasions such as birthdays and graduations. Expressing sorrow at their losses. In a high-tech world, the human touch through written words builds strong relationships.

For all these reasons—speed and efficiency, impact, tact, and courtesy—personal letters can:

• Solve problems with businesses and governmental organizations
• Build goodwill in the community
• Improve relationships with family and friends
• Handle sensitive issues with tact
• Solicit charitable contributions of time and money
• Add power to potentially threatening or dangerous situations
• Clarify actions in routine personal business transactions
• Strengthen positions on moral, social, and political issues that need attention

In short, when you have a problem or situation that needs action, these model letters can help you express yourself with passion and power.

ARTICLE TAGLINE FOR DIANNA BOOHER

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© Dianna Booher, Booher Consultants, Inc.
Author of 42 books (Simon & Schuster/Pocket, Warner, and McGraw-Hill), Dianna Booher, CSP, CPAE, delivers keynotes, breakout sessions, and training on communication and life-balance issues. Her latest books: Speak with Confidence®, Your Signature Life®, Your Signature Work®, E-Writing, and Communicate with Confidence®. For more information on Dianna and her programs, visit www.diannabooher.com or contact her firm, Booher Consultants, Inc., at 800-342-6621.

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