The rise of SMS (text) messaging as a primary channel of communication is well documented within this blog. It is an established fact that the medium is now the method of choice for many consumers, especially younger generations. Against this rise in popularity, many private and public sector organisations are faced with understanding the impact of the text messaging on the way they communicate with their stakeholders and establishing the wider implications of the public’s changing style of communication.
In light of this, research undertaken at the University of Coventry makes fascinating reading. As reported on the BBC website, a study of 8 to 12 year olds has found that rather than damaging reading and writing, ‘text speak’ is associated with strong literacy skills. The researchers found that it uses word play and requires an awareness of how sounds relate to written English. Furthermore, children who regularly use text language – with all its mutations of phonetic spellings and abbreviations – also appear to be developing skills in the more formal use of English. When children replace or remove sounds, letters or syllabels – for example gr8 for great and w8 for wait – it requires an understanding of what the original word should be.
numero has pioneered support for multi-channel communication within organisations, as this video helps explain. We have done so as companies concerned with delivering world class customer have to move with the times and trends. It is not enough to simply provide facilities for customers to communicate via different communication channels, you must also implement workflows and processes to enable the different mediums to be handled efficiently and effectively.
The new release of the numero uno software platform is designed to do exactly that. Amongst the many things it does, the platform offers an inbound and outbound communication gateway for all forms of communication – including SMS messaging – and has in-built intelligence to interpret messages in order to automatically respond to the message and route it to the appropriate person, team or department. This is an incredibly powerful solution for businesses looking to maintain or establish a leadership position through their interactions with customers.
Importantly, with numero uno, the timeline for implementation is almost as fast as the speed of texting amongst the younger generations – with payback periods to match.