Experts share five essential tips for acing written communication on public platforms

Kim Kardashian and Kanye West in happier times. Pic/Getty Images

Even if you don't consider yourself a fan of Kanye West or an ardent follower of drama on the Internet, it is unlikely you haven't heard about the rapper's latest antics on social media, which range from berating his estranged wife Kim Kardashian and her boyfriend comedian Pete Davidson. Or, perhaps you missed the juiciest bits considering West's propensity for posting and deleting in swift succession. However, in a rare moment of self-awareness a few weeks earlier, West traded in his childish barbs for an admission of accountability and a desire to work on his communication skills. While that moment has since passed (West has resumed his relentless trolling and bullying with renewed vigour), it makes a strong case for the power of the written word, especially for text-dominated posts on social platforms. "With social media, what matters as much as what you say is how you package it. Before posting online, therefore, it's important to choose your words carefully as what you write can easily be misread or misunderstood," explains Aditya Singh, co-founder of Back Benchers. Singh and corporate trainer Greeshma Thampi, share some key dos and don'ts, while writing on public platforms.

DO Be clear and relatable

"Succinct and clear communication, especially when you are relaying something important or contentious, is always preferable. Try not to ramble. However, a conversational approach can make your content more relatable and more easily accepted by your followers. At the same time, make it a habit to not share too much of your personal views or opinions on your feed - your followers are your community, and they look to you for content that is inspirational, aspirational, and enriching. Try to give them more of that," Singh says. Thampi offers a baseline for the ideal length of your written text: "Most people read emails or social media posts on their smartphones. Ideally, the content should fit into a single screen."

Avoid posting online when you are emotionally charged

DON'T Dash off emotionally charged responses

Whether in an email or on social media, Thampi advises against hurriedly typing out a heated response or ‘hot-take'. "Even if you do draft a reply, park it for some time and take a break - come back to the message and re-read and edit it before sending it. Remember, anything that leaves your inbox or social media feed will be there forever. Deleting it won't make a difference," she says. Singh adds that while most people don't have access to an agency to vet their post, if you are unsure about how something might be taken by your audience, it's best to have two or three people read it first.

DO Pay attention to grammar and protocol

"Using capital letters [as West did] comes across as aggressive. As per Albert Mehrabian's communication model, only seven per cent of communication involves what we say, and 93 per cent is how we say it. In written communication, as we read the content, we assume the tone with which it has been said. Hence, when we read anything in capital letters, our mind reads it aloud in a more aggressive tone," Thampi clarifies. She also advises against using emojis in professional interactions. "If you must, stick to a thumbs up or smile emoji. Understand that emojis are read differently by different people - even the ‘namaste' symbol that's widely used on WhatsApp is actually a high five," she adds. Singh, however, is a fan of using emojis to dull the heavy-handedness of social media posts.
"An emoji can communicate your mood or your state of mind. In many ways, it adds the tone or inflection, or even the expressions people would see on your face, in a live conversation," he says.

Aditya Singh and Greeshma Thampi

DON'T Forget ethics and professionalism

While WhatsApp is now increasingly being used for professional conversations, people shouldn't initiate a WhatsApp chat unless they seek permission first, from a client or a senior. "The only time it's appropriate to make the first move is if they initiate the conversation or ask you to connect. Be mindful of sharing confidential information on such platforms. Also, taking screenshots of conversations and sharing them is considered a very unethical practice. Never stop being respectful of people's privacy and confidentiality," Thampi reminds.

DO Take accountability

If you have made a misstep on a public social platform, Singh strongly urges addressing the same with a video message. "This is not the time to be defensive or shift responsibility. Apologies only come across as heartfelt if they are personal and the person apologising is taking ownership of what they said. Avoid blaming or targetting someone else for your mistakes. If you are being called on to stand up for yourself, do so while being respectful and polite," he signs off.