Emojis get thumbs up for business communications, but exclusions apply
More 60% of PropertyCasualty360.com readers say emojis and text abbreviations have a place in business communications.
Emojis quietly began entering mobile conversations in 1999 when Japan’s NNT DOCOMO released 175 little, yet expressive digital pictures for use on cellular phones and pagers, according to New York’s Museum of Modern Art (MoMA), which holds the original set of emojis in its permanent collection.
Today there are more than 3,700 emojis, which might phonetically sound like an abbreviation of emotion, but is actually a portmanteau of the Japanese words for “picture” and “letter” or “character,” according to MoMA.
USA Today reported that an average of 10 billion emojis are sent daily or about 7 million every minute. With that many emojis flying around, a few are certain to be found in business communications. But how do the recipients feel about the tiny digital pictures?
According to a poll of PropertyCasualty360.com readers, 61% agree that “emojis are OK for use in internal or external business communications.”
Readers indicated that while they might not be appropriate for all communications, particularly those involving legal or medical issues, the use of emojis can help convey the tone of an email that might be misconstrued.
Helen Williams, head of marketing for Instanda, says emojis “inject a bit of humanity” into the insurance world. However, it is important to strike a balance and remain professional when using emojis in the work environment.
“It’s about ‘subtle’ emojis like ‘smiley face’ or ‘thumbs up’ in business communications to maintain a friendly touch without compromising professionalism,” Williams explains. “For example, the elusive unicorn of emojis is a message I’ve yet to receive.”
She says the key is to understand your audience and establish a context to ensure the emoji is enhancing, not detracting, from the message.
“Sprinkle emojis for a friendly tone, but go easy on the zest in professional exchanges,” Williams cautions.
While the world is much less formal today than it was 20 years ago, some recognition should be given to the amount of decorum that business communications should carry, notes Tony Caldwell, entrepreneur and insurance expert. This rings especially true when reaching out to newer clients or crafting external communications.
“There is a risk that you might be taken unserious or perhaps you may give offense,” Caldwell says. “When you have that kind of risk, it doesn’t seem to be worth doing.”
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Along a similar line, 71% of insurance professionals indicated that they text abbreviations, such as LOL and LMK, in business communications. However, 51% of those who said abbreviations are appropriate believe their use should be limited to internal communications.
Nearly 30% of readers said text abbreviations have no place in work communications.
“While the traditional insurance landscape has its norms, there’s an exciting shift happening — a shift that welcomes a more contemporary communication style, including some casual abbreviations,” Williams says. “I see it as a positive evolution embracing a more modern efficient language that connects with customers.”
When it comes to abbreviations, Caldwell says to make sure to use ones that are well understood. This can prove increasingly tricky as younger generations enter the workforce.
“I’m constantly reading things where people have used an abbreviation and I have to go look it up in the Urban Dictionary,” Caldwell explains, adding that some abbreviations can have multiple means depending on the sender and the context.
“Now they are making me work too hard when they could have just written out four of five words and I would have known exactly what they meant,” he says. “If you don’t communicate clearly, you are not enhancing that relationship, and you may even be damaging it.”
According to Williams, the use of abbreviations is better suited for those working in the insurtech space as it reflects the sector’s innovative spirit.
“Internally, abbreviations can be the secret sauce for our tech-savvy team, fostering agility and efficiency,” Williams says.
Caldwell adds that when considering the use of emojis and abbreviations, or even if texting is the best form of communication for the situation, it is vital to keep the recipient in mind.
“If you communicate in their preferred method, it is likely going to work better for them,” he says. “I always try to understand whether someone likes email, voice calls or texting, and try to communicate with them that way. That is particularly important if you’re in a sales role.”
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