The Delicate Art of DM: How to Communicate with Your Customers

Delicate Art of DM - CrunchDubal - Editorial, Alex Sherman
3 mn read

CrunchDubai Editorial

Ever halted a vital task because a single word notification flashed across your screen? We’ve all been there. As our lives grow increasingly digital, the question arises: how can we harness the power of direct messaging to enhance, rather than impede, productivity?

Introduction: The Age of Digital Interruptions

With the explosion of remote work and digital communication platforms, direct or instant messaging has rapidly become the modern-day equivalent of tapping someone on the shoulder. Sure, it’s convenient. But it also brings along the potential to be a serial disruptor. How often do we halt a critical task due to a seemingly urgent “Hey” or “Ping” notification? As our workdays grow fragmented by endless pings and beeps, it’s crucial to understand the art of direct messaging.

The Problem: From Hello to Havoc

A simple greeting. That’s all it takes. “Ping.” “Hey.” “You around?” It seems innocent, right? Yet, this is the doorway to a labyrinth of disrupted productivity. Starting a conversation with just a greeting makes the recipient pause what they’re doing, only to respond with another greeting. What follows? Perhaps a game of digital ping-pong until the conversation finally starts.

Imagine this: sending an email with the subject “Hello,” waiting for a reply, and then finally sending the main content. Doesn’t make much sense, does it? This is precisely the pitfall many are unknowingly diving into with direct messaging.

Deep Dive: The Nuances of the Ping

Now, imagine receiving a well-framed question or statement instead. For instance, instead of:



“Let’s discuss the project?”

Consider this:

“Can we discuss the project’s latest design at 3:30 PM today?”

Spot the difference? The latter gets to the point, reducing the number of exchanges and letting the recipient understand the intent without an extended back-and-forth.

A Structured Approach: Tips for Efficient Messaging

  • 1. Complete Conversations: Lead with your full thought. Let the recipient know the context and your query upfront.
  • 2. Brevity is Key: Keep it concise. Respect the recipient’s time by being clear about your ask.
  • 3. The Office Analogy: Before sending a message, ask yourself: If this were an office, would I walk up to this person and interrupt their task for this? This mental check can prevent unnecessary disruptions.
  • 4. Use Allocated Channels: If your communication platform allows, consider whether a direct message is the right channel. Sometimes, a well-placed note in a project or a group message serves better.

Feedback Loop: Evolving Communication Norms

It’s equally essential for recipients of vague messages like “Hey” or “Ping” to address the issue. If someone reaches out with a whistle, kindly request them to be more explicit next time. Cultivating this culture of open feedback can help teams evolve and adopt more efficient communication practices.

The Broader Perspective: Towards a Calmer Digital Workspace

In the grander scheme, our aim is simple: bring calmness to our digital workspaces. Every small step—like refining the way we initiate conversations—takes us closer to this goal.

When we respect each other’s time, reduce the number of unnecessary notifications, and communicate more transparently, we craft a digital environment where work flows more smoothly, and disruptions take a back seat.

In Conclusion: Crafting Cohesive Communication

In the age of instant gratification, where we’re wired to expect immediate responses, the way we communicate in digital spaces becomes all the more crucial. By being mindful of our messaging habits, we can not only improve personal productivity but also foster a collaborative and efficient team culture.

As we conclude, remember this: Direct messaging, like all tools, is as efficient as its user. Let’s strive to be the masters of our tools, rather than the other way around. And in the process, let’s redefine digital communication for a brighter, more productive future.

PS. Highly recommend to take a look at this guide.

And don’t forget about our main focus – MENA, Startups, Investments! We just release an article about Top MENA Angel investors – get Your insights! 🚀

author avatar
Alex Sherman
I love creating things. Things, Processes & Teams. Then transform it into organisations. And writing. 👨🏽‍💻 I’ve been working with Blockchain, GameDev, Edtech, Media, Logistics and E-commerce. My main expertise lies in creating and maintaining business processes, building teams, business development, marketing strategy, launching of new business and employee development. As an Advisory I'm passionate in early-stage startups, with particular interest in helping them to build their vision and lead them to the first results🚀

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