Introduction to 'Using online communication tools effectively'
Over the years, the way we communicate with each other has changed. Why do you think this is? Technology has grown so much during this time. There are so many ways now to use this technology and connect online, whether we're working from home, chatting with friends or booking a health appointment.
In fact:
76% of adults keep in touch with friends or family online.
46% of workers are home-based at least some of the time.
1 in 4 purchases are online.
In this lesson, we'll explore the different tools that help us communicate. You’ll find out what each of them does, so that you can pick the right one(s) for you. And we’ll share hints and tips on how to get the most out of them.
What you'll learn
- What communication tools are available, and what they do.
- Ther key features of the different types of tools.
- How to use these tools safely.
How long it takes
14 minutes
What tools do we use?
Chapter 1
How long it takes
2 minutes
How have online tools changed the way we communicate?
Years ago, if we wanted to communicate with others, we had a few options. We could see people face-to-face. Pick up the phone and speak with them. Or maybe sit down and write them a letter.
These days, it seems like there are so many different online tools to help us connect with others. But each tool helps us do exactly the same as we used to. We just do it in a slightly different way.
We can:
See
With video calls and viewing photos and videos.
Speak
By making voice calls and messages.
Write
Using text, messages and emails.
So, what's changed?
- We can reach people all over the world more quickly.
- We can see, speak with and write to many people at the same time.
- Most of these tools are free to use.
What tools are available?
There are many different apps, websites and tools to help us keep in touch with others. Some are just for communication, some offer other features too. Let's look at a few now.
Which of these do you know, or use?
- Email - Gmail, Hotmail, Outlook and others.
- Online chat - in games and on websites.
- Texts and instant messaging - WhatsApp, Facebook Messenger and others.
- Voice calls
- Video chat - Zoom, FaceTime and others.
- Social media - Facebook, X, TikTok and others.
- Work-based communication tools - LinkedIn, Microsoft 365, Google Workspace and others.
Which tools should I use?
In the next chapters, we'll look at the different types of tools, and show you some examples. It's a good idea to explore these to see how they work. This can help you decide which ones you think are going to be useful and easiest for you.
We'll cover four types of tools:
Messaging tools
Voice and video calling
Photo and video sharing
Work-based tools
Messaging tools
Chapter 2
How long it takes
4 minutes
What are they?
These tools let us type messages and send them to others. For instance, email, texting or using instant messaging (IM), and online chat.
We can send and receive text-based messages using any of these. But they each work in a slightly different way and are useful in different situations.
In this chapter, we'll compare the three main types:
Texts and instant messaging (IM)
Online chat
Think of emails as writing a letter online. They're great for longer or more formal conversations, compared with IM or online chat. You can add a file or document (known as an attachment). Email is useful when you want to formally 'put it in writing' or write to a large group of people.
Email platforms include:
- Gmail
- Hotmail
- Outlook (the Microsoft email tool)
- iCloud Mail (for Apple devices)
You can use these tools on your phone, tablet, laptop or PC.
Phones and tablets
- Most have a built-in Mail app - look for the envelope icon.
- Find and add other mail apps on App Store (iPhones / iPads) or Google Play Store (Android devices).
Laptops and PCs
- Email may be part of their startup pack – for example, a Windows laptop may have Microsoft Office, which includes Outlook.
- Search for other mail programs from your web browser and download for free.
Be aware
Don't expect an instant reply to your email. It's not as quick as texting or IM. Plus, people tend to spend more time writing their emails. You won't automatically know when someone has read your email, either.
Bear in mind too that it’s not as secure as IM tools. So think carefully about what you type in your email.
Texting and instant messaging (IM)
Texting and instant messaging let you send a short text to other people, who receive it (and can reply) straight away. You can add photos, images, emojis or even leave voice messages. These options work well for short chats with friends and family.
Texting
Texting is when you send messages to others, using an app that’s already on your mobile phone. So there's no need to download anything. When you buy your phone, you may have a package that includes a number of texts each month. Sometimes, you have unlimited texts included. You don't need an internet connection to text - just a phone signal.
Many organisations contact us in this way. For instance, you may get texts to confirm health appointments. Delivery services use them to let us know a parcel is on its way. And banks might text you a code, as an extra layer of security when you're making a payment. So even if you don't use this to chat to others, you may get useful messages this way.
Instant messaging (IM)
Instant messages are free of charge to send. They just need a connection to the internet using Wi-Fi or your phone data. Using Wi-Fi is free. If you use your phone data, this might be more expensive. More people use IM now, compared to text messages. It’s often cheaper, too.
IM apps can be more secure than text or emails, as many have end-to-end encryption built into them. Always check for this when you’re deciding which app to go for.
WhatsApp and Facebook Messenger are both examples of IM tools. WhatsApp only works on mobile phones. You can use the other tools on PCs, laptops and tablets too. Just download the app from your internet browser, or visit your mobile app store on your tablet.
Online chat
We see online chat in different places:
Shopping sites
When we visit a website like an online shop, a little 'chat' box may pop up, asking if we need any help. This is online chat; sometimes it's called 'live chat'.
You can think of these 'chat bots' being just like the shop assistant asking if they can help us. If you don't want to chat, just close down this box (usually there's a little X in the top-right corner to do this). But when we’re trying to find or use something online, having an instant helper can be useful.
Gaming
People also use online chat when they’re gaming. If you play online games like Roblox and Minecraft, you can chat with other players if you want to. Moderators check these chats. Their role is to help keep everyone safe while gaming.
Chatting to others while you’re playing together can be fun. It gives you the chance to make friends with other players, too.
Remember
Help the moderators and yourself: block, report and mute online chat that makes you uncomfortable.
Test your knowledge
Try again - that's not quite right!
Hint: Email isn't very secure. And with online chat, you sometimes don't know who is at the other end.
That's right!
Many instant messaging apps have end-to-end encryption built in. This makes them safer than apps and other tools that don't have this. Always check for end-to-end encryption, for the safest option.
Voice and video calls
Chapter 3
How long it takes
3 minutes
What do they do?
Video calls (sometimes known as video conferencing or virtual communication) let us see and speak with others, using our phones or computers. Because we can see who we are talking to, this can seem more personal than text-based options.
Using these tools, you can make a phone call using the internet. They use video to send a live picture, so you can see and hear the people you're speaking with.
Just like text-based tools, there are different types, to suit different needs. In this chapter, we'll compare the three main types.
Be aware
You'll need an internet connection - either Wi-Fi or using your phone's data. Bear in mind that if you’re using mobile data, video calls can be quite expensive.
Dedicated video calling tools
These tools are just for voice and video calls. You can use them to call someone when you need to. Some let you speak with (and see) more than one person at the same time. The way you add more people to the call depends on the tool.
Some also let you schedule your calls. This could be useful if you want to book a regular catch-up with a group of friends.
FaceTime
Only for iPhones and iPads, this is already built into these devices.
Google Meet
Android devices have this already built in. Apple users can download it from the App Store.
Zoom
Use this on your phone, tablet, laptop or PC. It works from the app or your web browser.
Social media
You can use social media for video calling as well as other things, like instant messaging and sharing photos. We use apps like WhatsApp, Snapchat (phone-only) and Facebook's Messenger for both video and voice calls.
You need to install these mobile apps before you use them. When you set up the app, it will ask to access your phone's address book, or list of contacts. Allowing this access means you can see your contacts in the app and see who’s online.
Be aware
These apps are best for 'instant' calls - you can’t use them to schedule one. So they're great for quick social chats.
Although you can have group chats through these channels, they work best for one-to-one calls.
Video conferencing sites
You might use these web-based tools at work, or for learning. They're the best choice if you have lots of people who need to get together online. Most people use PCs or laptops for these, though some are available as mobile apps too. Examples are Microsoft Teams, WebEx and GoTo Meetings.
If someone invites you to join a webinar, virtual meeting or other online event, you're likely to use one of these sites. You'll get an invitation (usually by email). This has a link that you use to join the meeting or event.
You don't need to install the software but there are a few steps to go through before joining an event in this way. Read the instructions on the invitation email carefully, and allow some setup time before the event is due to start.
Test your knowledge
Try again - that's not quite right!
Hint: Some apps are only available for phones, or for a particular brand. Think about a tool you can use on a PC or laptop.
That's right!
Zoom works for all devices, including laptops. Other options include Skype and Facebook Messenger.
Social media
Chapter 4
How long it takes
3 minutes
What is it?
Social media sites and apps help us connect with others in lots of different ways. We can post photos or videos, share text-based thoughts and ideas. Some sites offer voice and video calling too.
Over 57 million people in the UK use social media
What does it do?
You've seen the IM, voice and video calling features of social media, in earlier chapters. Now we'll look at another way you can use it: sharing photos, videos and other content. Some social media apps (like Facebook) encourage you to share text, photos and videos. Others focus on particular types of content.
We're going to look at these 'specialist' sites now. Select each one to find out more
-
These sites are all about the visuals! People use apps like Instagram, Pinterest and Flickr to share, view and enjoy photos and other image-based content. Although most people use the mobile apps, you can also use these sites from your PC or laptop.
Do you have a particular hobby, or want ideas on how to decorate your home? Maybe you're a keen photographer and want to share your work? If so, these are the sites to look at. -
These sites give you a place to view and share videos. TikTok and SnapChat work best as mobile apps, while you can access YouTube from the app or your web browser. You can see (and share) all kinds of videos here. Some are for fun – gaming, music and entertainment. Others help us learn – like short tutorials and how-to guides.
As with all social media platforms, do look at the privacy settings. And remember: once you share a video online, it can't be 'unseen'. So make sure that whatever you share isn't going to embarrass or upset anyone. -
These sites are for short text posts and interactions - think of them as the 'short story' equivalent of blog sites. X and Tumblr are examples.
X users post short 'tweets' - messages that are no more than 280 characters long. They join in discussions and 'follow' other users. Tumblr users post single photos or a few sentences of text, as a quick and easy introduction to blogging.
People use these sites to keep up to date with current events and trends, chat with others and share bite-sized content.
Staying safe and respecting others on sharing sites
Using social media platforms can be fun, useful and entertaining. But so much information posted on these sites is available for anyone to see.
So...
Check the privacy settings.
Think before you accept friend requests.
Don't post anything you wouldn't want to be made public.
Test your knowledge
Try again - that's not quite right!
Hint: Why not search YouTube for your favourite band or singer?
That's right!
You can watch music and other entertainment videos on YouTube. You might also see these on sites like Instagram and TikTok.
Workplace tools
Chapter 5
How long it takes
2 minutes
What are workplace tools?
If you work with others, you might use some of these tools. They are part of 'office life' and have become more popular as more people work from home or elsewhere. We use them to keep in touch with colleagues, share files and attend virtual meetings.
In the next section we'll look at some of the tools available.
Tools available in the workplace
Workplace IM tools
You can use IM tools like Slack to send instant messages at work. They work like the social IM apps, so we can have quick chats and exchanges with our work mates. MS Teams and Zoom also include IM.
Most companies have a preferred IM tool, so when you start a new job, ask which one they want you to use.
Networking tools
Apps like LinkedIn are professional (rather than social) networking sites. People use them to connect with others in their industry to share ideas and join discussions. You can see and apply for jobs advertised here, too.
If you’re job-hunting or looking for new clients, this type of site can be helpful.
Digital workspaces
Platforms like Microsoft 365 and Google Workspace combine lots of different tools to help you share your work and ideas with others in your team. They've got a range of tools to create, manage, share and store documents and files all in one place. You can use them for video calls, email and instant messaging.
Depending on the setup of your company's digital workspace, you may be able to connect with others and access files from different devices, wherever you are. So if you’re 'hot-desking', working from home or elsewhere, you still have access to all your work.
Test your knowledge
Try again - that's not quite right!
Hint: Think about tools that help you build your professional network.
That's right!
LinkedIn is a professional networking tool, where people with similar work background or experience can share ideas and information.
Related learning links
Using social media
Using video tools
Using email
Using instant messages
Want to learn more?
There are many more lessons to help you learn to communicate online.
Lloyds Bank Academy is committed to providing information in a way that is accessible and useful for our users. This information, however, is not in any way intended to amount to authority or advice on which reliance should be placed. You should seek professional advice as appropriate and required. Any sites, products or services named in this module are just examples of what's available. Lloyds Bank does not endorse the services they provide. The information in this module was last updated on 1st October 2025.