I'll try again...
You're now talking about what is technically possible. I never said that FB chats are only capable of short, one-liners...BUT...the reality is that's how most people DO communicate on social media, and it carries over to phone text messages or vice-versa....and their biz.
I sometimes have to go through 5-6 emails from people before we can get to the heart of something, because people have gotten use to talking in short "chat" style sentences.
I mean...how many people chat on social media with long, well thought out paragraphs and attached files?
I've seen people texting/messaging each other while in the same room...talking is too complicated.
The point was, is and will be...it's still *social media"...and to me, not the place I would conduct all my biz or have concerned conversations about biz issues (like the OP).
To just say hello to a biz client or what have you...OK...that IS more of a social nature...but if the only/primary face a business has is on Facebook ...I personally wouldn't give it much consideration.
AFA keeping "records"...yeah, that's an obsession these days...every comment needs to be archived for some future use...
...but I get it, it's often needed for biz, and like I originally said, I would then take it to direct email if I needed the record keeping part.
Facebook, Twitter, Instagram...etc...is mainly meant for social media.
Why oh why would people want to use those places for their biz transactions and conversations, and archiving....?...but...I guess many do.
I always found that I can have a more personal connection by talking to people on the phone...what can I say, I give good phone...
...AND...it's more private. IOW, you CAN have a conversation without thinking that every word you say is being saved on some fucking server.
But...to each his own.
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As an aside...
At my day gig, where there are thousands of people in the broader organization...they had to send out guidance for social media use when it involves the organization.
Why...?
Because the lines have become too blurred, and the social informality has caused problems more than once for the biz side of things.