We are nearing saturation in communication and complete human understanding. First, mobile phones opened up social networks and messaging across various channels. Then, the pandemic, through video calls, put everyone in ‘Call’ mode and created an equation that no one, I repeat, no one has managed to solve: the healthy practice of the multichannel era.
Before diving in, here are some interesting data points about messaging: the current average is 94 messages exchanged per phone user. According to Science magazine, humans can process 120 bits of information per second. When we read and send messages, we use nearly all of that capacity.
Now, imagine that we don’t know our limits: we open social networks, emails, WhatsApp, app messages, calls, face-to-face meetings, all on top of the dedicated time for your work production.
How do we balance all of this?
The result could not be anything else: widespread anxiety and mental exhaustion.
A feeling of incapacity, of not being able to meet demand, and ultimately, frustration.
Another part of this avalanche of messages creates a new type of relationship pattern, more superficial, cold, and quantitative. We meet more people, yet we don’t really know who they are.
For those involved in high-performance services that require in-depth analysis and interaction, abandoning multiple channels and calls is a must.
There are exceptions, of course. Robotic surgery using video and remote surgeons, technical support accesses, etc.
The point of dosage and proper use of the medium is still new and unlikely to be regulated. The right balance between remedy and poison must be carefully managed by leaders and managers who are still learning to deal with this reality.
But one thing I assert categorically: face-to-face meetings will never be replaced by 10 one-hour calls.
There are companies today that only interact with their clients through messaging. They may occasionally have a call or two, but 95% of their service and support is through messaging. And they fervently believe they are providing good service.
This topic is extensive, anthropological, psychological, psychiatric, and of course, capitalist.
And my text is a reflection from an entrepreneur who has been working from home for 14 years and is currently seeking an office for his global, remote team, always reflecting and striving to apply a healthy model.
Text by Alon Sochaczewski, Founder and CEO of Pipeline Capital.
Originally published on LinkedIn.
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