Only half of email users expect a response within 24hrs BUT 84% of SMS users expect a response in 5 minutes

A quote from Tomi Ahonen Almanac 2010 read in a news update from ICSP - International Customer Service Professionals (July 7 2010) cites that “Only half of email users expect a response within 24hrs BUT 84% of SMS users expect a response in 5 minutes…”

Interesting to see how things have changed when it comes to communication.

The quote made me also stop and wonder how many of us actually expect a real person to actually answer a simple phone call that has been left on the day. Are we simply accustomed to knowing that we have to go through the motions and "leave a message" knowing that and someone will most likely not get back to them.

Why do we actually put up with the glib statement that "Mary will return your call at her first opportunity" or are we just putting up with the expected blah blah rhetoric that is left on a machine, so to speak.

I mean really, think about it.... how many messages have you left that have gone unanswered - leaving you in a position of calling again, and perhaps again... and again before "Mary" actually answers in a tone that sounds...well, somewhat less warm and responsive than her voice message suggests... hmmm, sound familiar? Bet it does! It has happened to us all, and perhaps we too have been ugh, guilty of not responding too. Shock, Horror!!

So, here's my take:

• If half of email users expect a response within 24 hours... be one of those who have a plan on how to respond in the short term even if you don't have the answer to the question.
• If 84% of SMS users expect a response in 5 minutes let them know if you will or will not be responding and set the ground rules of how you communicate

Most of all, if you don't really intend to get back to a caller who has left you a message, change your voice message and don't promise what you won't deliver. After all, the true testimony to good communicator is the response you get from the other person, and if the response you get is less than you would give, change the ground rules. 

So what do you do that makes a difference?

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