Communication and technology

We use a range of technology to communicate with others for various reasons.


You may choose to call someone when the communication is:

  • Urgent
  • Complicated and easier to talk through than it is to put into email or text
  • Personal or a sensitive matter
  • Long and organic (e.g. you call a friend for a chat to hear how they are)


  • Find a quiet place to make a phone call, away from background noise
  • Plan what you’re going to say beforehand (you could write down some key questions to remind you during the call)
  • Have a piece of paper and pen ready to write down key information you learn from the phone call and need to remember (e.g. appointments, addresses, phone numbers)
  • Start the call by introducing yourself and explaining the reason for your call
  • Refrain from calling a colleague or organisation outside of business hours


You may choose to text someone when the communication is:

  • Not urgent
  • Informal (e.g. to a friend or family)
  • Simple


  • Start by addressing the receiver (e.g. Hi Amadou)
  • Avoid using text abbreviations that the receiver may not understand (e.g. JSYK = just so you know)
  • If it’s your first time texting the person, they might not have your phone number saved in their contacts, so you’ll need to finish the text with your name so they know who the text is from


You may choose to email someone when the communication is:

  • Not urgent
  • Formal (especially when you may need written evidence of the communication)
  • Simple or complicated


  • Start by addressing the receiver (e.g. To Adam)
  • Explain the reason why you’re contacting them
  • Provide attachments (e.g. photos or documents) and web-links where needed, but remember to mention these in the email (e.g. Please see the photos attached.)
  • Finish with your name and contact details (e.g. Kind regards, Cassandra. Ph: 0412 345 678)