Years ago, business cards were simple: name, title, address and phone number. These days, they are loaded with a variety of phone numbers, plus fax, e-mail and a Web site address, maybe more. With so many ways to reach out and touch someone, why are we all still playing phone tag?

The trouble is there are no rules to managing all these communications tools, and each of us uses them in a different way, according to personal preference and style. With so many to manage, communications are bound to slip through the cracks from time to time. Here's a quick guide to getting the most from your messaging tools.

E-mail

E-mail is the lifeline of most businesses today. The convenience and speed are hard to beat, and you can send anything from a quick "hi" to large attachments with pages of documents.

The greatest challenge? Lost e-mail. Between e-mail overload, technical glitches and overaggressive spam filters, unofficial studies claim that as much as half of your e-mail never reaches its destination. While numbers that high are probably exaggerated, the fact is you cannot rely on e-mail for your most critical communications. If you don't receive a response to an e-mail, assume first that it was "lost in the mail." Resend it or follow up using another communications tool to ensure the message reaches its destination.

Another challenge: response time. Because e-mail is so fast and easy, people often expect near-instantaneous response to their messages. This is not realistic; aim to reply within one business day if possible. That way, the person on the other end isn't wondering if their message was lost.

Office phone

Your customers and vendors need an easy way to reach you, and the office phone is what they will depend on. Make sure it's answered by a live human being whenever possible - people still prefer humans to voicemail - and make sure whoever takes messages is rock-solid reliable about getting them to you. While people are somewhat forgiving of lost e-mails, the same does not hold true for lost phone messages. Expectations for returned calls vary, but a day or less is reasonable in most cases.

Cell phone

If you spend a lot of time outside of the office, or if you have customers who rely on you around the clock, your cell phone is another critical tool. Because many people answer every single incoming call on their cell, no matter the situation, your customers may expect the same from you. Be sure to set expectations with the people most likely to call: You may want to be available in any circumstance, or you may want some way to filter the true emergencies from regular calls. Let people know, and make sure your voicemail reconfirms appropriate expectations.

Chat

Computer chat, or instant messaging, is text-based communication between people sitting at their computer. You can use Internet-based chat programs such as AIM Chat from AOL, Yahoo! Messenger or Google Talk, but keep in mind that staff will find it very tempting to communicate with their friends. Alternatively, try an enterprise messaging tool to keep communications internal, such as Office Communicator from Microsoft.

These chats can be quicker than a phone call or a walk down the hall; it's an easy way to get a fast answer to a simple question. The younger generation is completely accustomed to computer chat, and you can bring in several people to a single conversation to solve problems on the spot.

The downside? By its very nature, chat is an interruption to your workflow. It requires immediate attention. The blinking message can be quite distracting if you are unable to respond right away, such as if you are on the phone when a message comes in.

Texting

Texting is the art of sending short text messages from cell phone to cell phone, basically the mobile version of chat. It is another communications method with the expectation of immediate response, within minutes.

Why text when you can call? Texts are more discreet and can be answered in situations where you couldn't easily hold a phone conversation, such as meetings and restaurants. It's perfect for situations where you need a quick answer and you need it right away.

Not all cell phone users know how to text, so check with your recipient before introducing this communications tool to your relationship.

Collaboration tools

New tools such as SharePoint, BaseCamp and Groove all provide new ways to interact with team members on work projects. These tools include document management, calendars and timelines, discussion areas, team contact lists and detailed tracking of work activities. They are a great way to collaborate because everything project-related can be found in a single location. Access can be limited to your staff or opened up to include customers.

Because there is usually some kind of discussion feature, this becomes yet another communications tool for your business. If you are going to use one of these tools, try to keep all project communications within the tool. It is hard to manage the details if some communication is still handled externally (by e-mail, for example).

Facebook

This list wouldn't be complete without Facebook and its social networking peers, such as Twitter, MySpace and LinkedIn. If your employees visit Facebook regularly, they are probably communicating with friends, not working, but these tools all can be used to reach out to your customers and colleagues with business news, special deals and seasonal tips. Use a service like Ping.fm (that's a Web site address) to update all your social networking sites at once.

Don't forget face to face

With so many technology options, it's easy to forget the value of face-to-face interaction. Walk around the office and talk to your staff, or spend a day visiting your customers. You'll be surprised at what you learn when you can hear tone of voice, pick up on body language and spark casual conversation.

Wendy Gauntt is president of CIO Services LLC, a technology consulting company that specializes in small business solutions. Visit her Web site at www.cioservicesllc.com for more information, ideas and free resources. Copyright © 2009 CIO Services LLC.