6 out of 10 people, proportion of adults aged 18 to 34 who would rather receive a text message than a phone call in 2024. Reference: Uswitch.
There’s no doubt that Gen Zers prefer texting to talking on the phone in both their personal and professional lives. Of course, this communication behavior doesn’t just apply to Generation Z, but to all generations. Baby boomers will be more inclined to talk on the phone, as they are less familiar with texting and more accustomed to face-to-face and telephone conversations.
Phone calls are intrusive and above all interruptive, since they require you to turn everything off at the moment of the call to establish communication. Young people even prefer to land on the answering machine and leave a message rather than have to talk to someone. It even seems that impromptu calls are a harbinger of bad news. It’s a form of social anxiety, according to the article in La Presse. https://www.lapresse.ca/affaires/la-generation-qui-ne-parle-pas-au-telephone/2025-01-18/les-jeunes-preferent-les-textos.php
If we compare phone calls with text messages, each has its advantages and must be used in a specific context. Text messaging enables an “asynchronous” conversation, which means that everyone can reply when they prefer. What’s more, talking on the phone when there are people around is awkward and even disturbing for those around you. Not to mention that your conversation is overheard by everyone. Unlike text messaging, telephone conversation limits the confidentiality of exchanges.
According to many, it’s simply an evolution in the way we communicate. When you think about it, text messaging also allows you to think before you answer. The fact of writing a reply means you can erase it if necessary, and avoid putting your foot in it. Exchanges by text message are written and remain written, forcing each interlocutor to take the time to reread before sending.
Spontaneous conversations are reserved for specific situations, giving way to text messaging for Generation Z and millennials alike. Some would argue that this gives more control over the conversation, as well as promoting better concentration by avoiding having to stop everything to take a phone call.
Businesses need to adapt to this new reality and equip themselves with the ability to text with their customers, otherwise they’ll be wasting valuable time trying to reach their Generation Z and millennial customers. While most office phones don’t offer texting capability, there are now smart business telephony solutions with built-in texting. Texting is now essential for reaching your young customers.
We also need to take note of the 12-17 year-olds, the vast majority of whom communicate via Snapchat. If this trend continues, companies will need to be able to adapt to this communication channel to reach young teenagers who will soon be adults.
