Texting is the most common way for people to communicate. And almost everyone is part of at least one group message with lots of friends or family members. In these groups, multiple messages are coming at the same time. Sure, each message is tagged with a name, but do you really even have to rely on that tag? Chances are you can tell which of your friends sent which message just by the tone of the message sent. Everybody has a different voice when speaking, and that usually translates over to their voice in a written message too. You would think it strange if a friend who is normally witty and causal in their written messages sent a message in a serious or formal tone. Even if you don’t realize it, you become accustomed to the voice of those who frequently send you messages.
Just like you can recognize your friends’ texts or emails before seeing their name, your patients should be able to recognize the tone in the messages that come from your practice. The voice you set for your practice should be consistent and help convey the message you want to send. With so many ways to connect with your patients, utilizing one consistent voice will help increase the uniformity and recognizability of your messages, and ease the flexibility of who can send them.
Between eNewsletters, appointment reminders, text messages, and social media posts, you’re hitting your patients with a lot of communication. If every message you send sounds as if it’s coming from a different person and using a different voice, your patients may start to feel overwhelmed. But if each message they receive has a similar look and tone, they are likely to pay more attention to what you are trying to say. The messages will all feel cohesive and unified. It will convey organization and uniformity in your practice, which in turn will increase your practice’s credibility in your patients’ eyes.
It’s important to keep a consistent connection with your patients between visits, and a great way to do that is by communication through a variety of channels. Maintaining the same voice in all of your patient communication makes it easy for patients to recognize your messages. Your patients are bombarded with emails and texts and they scroll past countless ads on social media every day. If your messages lack a consistent voice that helps them identify you, they are more likely to delete or scroll past without even bothering to read it.
Determining your written voice can also make it easier for anyone in the office to compose and send messages or social media posts. If everybody knows the office voice, you don’t have to have a dedicated writer for all messages—any member of your staff can write the message and it will maintain the tone that helps your practice build credibility and connections with your patients.
For more tips on ways to stay connected with your patients, download 7 Steps to Improving Patient Relationships.