Technology offers significant advantages in workplace communication, with modern tools promising enhanced productivity through real-time and agile information flow.
However, in practice, tools like Slack, WhatsApp, and Viber, once praised for their effectiveness, are now criticized as potential threats to productivity.
Are these tools really undermining productivity? To address these concerns, it's essential to explore the concepts of Synchronous and Asynchronous Communication.
Asynchronous communication (AC) is when two or more people can communicate without the requirement that they be present at the same moment in time.
We engage in asynchronous communication all the time, when we send emails, leave voicemails, or record videos. In short, communicating asynchronously means that the sender doesn't expect an immediate response from the receiver.
On the contrary, synchronous communication (SC) is a form of communication that requires dialogue between two or more individuals to occur simultaneously and continuously.
For example, making a phone call to a client, providing consultation, or exchanging information with them are typical examples of SC. This form of communication is best for scenarios requiring immediate feedback, brainstorming sessions, live collaboration, or urgent problem-solving.
| Asynchronous communication | Synchronous communication | |
| Description | Does not require all parties to be present simultaneously. Messages can be sent and received at different times. | Occurs in real-time, requiring all parties to be present and engaged at the same moment. |
| Example | Emails, recorded videos, forum posts | Phone calls, video conferences, live chats |
| Pros | Reduces interruptions, enabling focused work and deeper thought. | Immediate interaction, allowing for rapid back-and-forth exchanges. |
| Cons | Slower interaction | Less flexible, as it requires coordination for all parties to be available at the same time. |
| When to apply | Ideal for non-urgent communication or when parties are in different time zones. | Suitable for urgent matters requiring instant feedback or discussion. |
AC has existed long before SC (SC only began to lay its foundation in the 2000s, whereas AC is believed to have originated thousands of years ago). However, it has been overlooked in the rushed, modern life due to the demand for instant communication.
However, this need applies only to specific situations that require real-time operations, such as customer service or troubleshooting. In most other cases, it doesn't deliver the expected effectiveness. The demand for rapid information exchange has led to the misuse of chat apps.
Here are the top 3 complaints from users about how online chat software reduces office productivity:
- First up, chat tools are the ultimate focus assassin. Just as you're getting into the zone—bam! A notification pops up, shattering your concentration. Studies say it takes about 20 minutes to fully refocus after an interruption, so that quick “Hey, got a sec?” message can take you 2-3 minutes to reply and the next 20 minutes to start really focusing on work again.
- Next on the list: stress and pressure. These chat tools are like that overly enthusiastic friend who never stops talking. They’re always on, always ready to bombard you with messages, day or night. Employees now feel the need to check messages constantly, worried that not replying instantly might make them look like they’re slacking off.
- Last but not least, chat environment in software lacks a specific work context and task focus. Discussions often stray far from their original purpose, easily turning a simple task-focused chat into gossip.
These accusations might seem reasonable at first glance and easily lead one to “blame” Slack (and other modern chat apps). However, the real issue isn’t with the tool itself. The true “culprit” is the misunderstanding of Synchronous Communication.
The criticism of chat tools in businesses arises from this distinction. While chat apps were inherently designed as asynchronous communication tools, their real-time information delivery capability often leads users to mistakenly use them in a synchronous communication manner.
Even though it's often overlooked in today's trends, AC (asynchronous communication) still shines when it comes to improving communication and collaboration in businesses because it doesn't rely on constant interruptions. Here's how AC helps:
- It lets office employees work for long periods without being interrupted, so they can stay focused.
- It gives people more time to think through information, which leads to more thoughtful and meaningful responses.
- It prevents information overload, making it easier for people to find and revisit conversations when needed.
- It makes communication easier for remote team members, without the hassle of dealing with different time zones.
- It promotes a culture of freedom and growth by reducing unnecessary tasks and constraints for employees.
Since these benefits solve many of the problems caused by synchronous communication (SC), building a culture of AC could be something every business should consider. Encourage your employees to develop the following habits to make the most of AC as suggested below.
Most office employees have developed the habit of immediately responding to messages or notifications they receive, which accidentally distracts them from current tasks.
Instead of continuing this poor habit, set up specific time blocks during the day dedicated solely to responding to messages and emails. If you're concerned about the reactions of those you're communicating with, you can set up automatic reply messages to notify them in advance. You might consider using a message template like the one below, adapted from Tim Ferriss’s book “The 4-Hour Workweek”:
"Hello,
Due to the heavy workload, I can currently only check and respond to your messages during two fixed time frames: xx:xx and xx:xx.
If you need urgent assistance and cannot wait until those times, please contact me at the following phone number: xxx.xxx.xxx.
Thank you for your understanding.
Best regards,"
Modern communication tools like Slack, MS Teams, or WhatsApp, including emails, are designed for Asynchronous Communication. As a result, using them in a Synchronous Communication style is inefficient and can harm employee productivity.
This is an example:
Instead, try setting up some ground rules when using chatting apps:
- Always provide specific context: When sending messages, ensure you provide sufficient information for the recipient to fully understand the issue at hand.
- Choose a suitable message format: If you have too much information to convey, consider recording a voice message or video instead of a lengthy text. This helps avoid "information dilution" in the conversation and makes it easier for the recipient to find and process the information.
- Avoid mentioning others if not necessary: These notifications can be highly distracting and immediately interrupt the recipient’s focus. This can be particularly problematic for individuals whose work requires continuous and uninterrupted thought processes, such as programmers or designers.
If you can't make peace with chat applications or find it difficult to change how you use them, consider switching to task management software.
Context-infused communication within Rework
Modern task management tools enable comprehensive collaboration on work and projects. For instance, task assigners receive automatic notifications whenever the assignee updates the task status. Both parties can comment directly on the task and use @mentions to notify others, streamlining communication.
Moreover, instead of sharing project progress reports and documents through countless messages, task management software allows users to upload files and track progress quickly. This ensures that work-related information is accessible to all relevant employees, reducing the time wasted searching for details or engaging in unproductive conversations.
Finally, these tools provide users with a structured, visual work environment, which minimizes the risk of information exchange straying off-topic—a common issue in chat applications.
By adopting these methods, you can successfully implement Asynchronous Communication in your business, optimizing the productivity of both yourself and your team.
Business communication cannot be as rushed and shallow as everyday conversations. While quick information exchange is essential in some situations, it must also be thorough and contextually rich. Therefore, make sure to take strategic breaks to process and respond to information more effectively.