This might sound a little harsh, but I need to make a request:
Please do not send me texts.
Why would I care? It’s all going to the same place, right? I have three reasons.
Just this morning, I received two support request texts from unknown phone numbers. I have no idea who is asking for help, and I feel bad having to make a client identify themselves. I have most email addresses on file, and the ones I don’t are easy enough to decipher.
Every single email that you and I have ever exchanged is sitting in a folder I created just for you. If there’s ever a question about a procedure, whether we addressed a problem, a scheduling question, whatever, I have a way to look back in time and refer to the email in question. Texting doesn’t begin to offer this level of archiving.
Seila and I both receive your emails. Only I receive texts. You know how hard it is to catch me with a phone call. It’s the same with texting. I respond to emails when I can (usually at lunch or at dinner), but Seila can reply during the day too.
Different communication methods carry different formalities. Email is a more traditional, long-form medium that lends itself well to explanations of problems, lists, and formatting. Put simply, the questions you’re asking are best answered in an email.
Texts are short (limit: 140 characters). They are casual. They are disposable. They are not permanent. They are for a single, simple thought. They cannot capture the complexity of a tech-related issue, and in my experience they can’t even communicate something simple like a scheduling request.
I have spent time and effort on this site trying to assemble clear, efficient, official channels of communication. Please use those to get in touch with us. Use the Email page for submitting technical support requests, use the Scheduling page to make appointments, and email us for the rest. Those are the best ways to get our attention.
Please don’t text.