Efficient but Effective Communication          by Kevin Franks

In developing software code we look to write the smallest number of lines that will do the job. Not an altogether bad idea for our communication methods either. Ineffective communication is a major, yet avoidable, obstacle to business productivity. The formulation of strategies to overcome this crucial problem in the workplace is a challenge which managers must face squarely.

Of course, managers themselves have to set the example. They need to realize that successful communication is no one-way process. On the contrary, reciprocity is the essence of communication; this applies whether the process is conducted verbally, or whether messages are conveyed through the written word. In the modern workplace there is rarely time for socializing and our communication skills have had to evolve quickly just to stay up with the devices and changing methods.  In the past our letters and phone calls developed a certain level of etiquette and accepted standards eventually evolved. Typically today we may be dealing much more with voicemail, email or instant chat (IM) than the older methods. What’s worse is we have figured out how to avoid  too many needed conversations (see Crucial Conversations) and we tend to develop the habit of using one method exclusively even if it’s not the best choice.

The Top 5  

1)      Don’t use an e-mail where a phone call should be used.

2)      Use chat (IM) wherever you need to ask a quick question, need no permanent record or maybe need to add clarity to a thought expressed elsewhere. IM offers an inexpensive way to converse with others anywhere in the world. Used appropriately it can be a blessing, abuse though can cripple productivity and threaten careers.

3)      Email is typically broken into two type’s;
a. Formal - First, as a direct replacement for what previously would have been a mailed letter, this is a perfectly accepted replacement and no longer requires a duplicate copy snail mailed.

b. General - Next, as a better alternative to a more casual communication similar to what once may have been faxed.

Worst use of email >> a tie between forwards/chain-mail letters and/or running conversations…if an email has been bounced back and forth 4 times; it’s time to pick up the phone.

4)      Send voice-mails sparingly – Organize your thoughts before hand and try to stay brief; a suggested guideline is that most messages should be under 30 seconds. If you have to leave a longer one; let that be known up front and state the priority of the message. Don’t waste the recipients time – if you are leaving a voice mail, model it after an email…you probably wouldn’t type rambling thoughts so why speak them? If you made your point, move on -- no need to keep mentioning it. Furthermore copy only those people that really need to hear it. Do not use voice mail for messages that need to be in writing.   Lengthy explanations are better expressed through a memo, email, or live conversation.

5)      Never use modern technology to dodge what should most appropriately be a face to face conversation.

Confidentiality – Don’t assume

On any communication it is best to assume you have no privacy. However, if you must send a sensitive message, state up front, that this is not to be copied or forwarded. We have to come to grips with being smarter in our communication skills and using more common sense.

Whats Next?

In a very short period the adoption of Web Conferencing (Net Meeting), Voice Chat over the Internet as well as Full Video and Text or Voice Conferencing will likely make communication options even more complicated. Quickly the world  of virtual communications are raising the bar on what’s possible and what will follow is the even bigger challenge of how best to use it all.

NETIQUETTE  

While e-mail has opened new lines of communication, it is imperative that we follow at least some suggested rules of procedure. The term "netiquette" was coined to cover the developing online communication styles. In the real world, manners are expected, so it is in the virtual one too. If we are inappropriately casual or too familiar, the recipient may be turned-off immediately. Communicate professionally at all times.

General rules of Net etiquette for electronic communication:

• Always use your full name when signing correspondence. Using only your first name presumes intimacy.
• Watch return addresses (e-mail name). Cute and clever e-mail names are considered unprofessional by most employers. Play it safe and use your own name.
• Avoid slang expressions
• Do not use "smileys" or "emoticons" (facial expressions made by using punctuation marks). They are inappropriately casual.
• Write in complete sentences. Friends and acquaintances communicating electronically tend to use a type of verbal shorthand; do not do this when contacting employers.
• Do not use ALL CAPS this is generally considered the equivalent of shouting.
• Don't assume the employer will remember you. In subsequent messages, refer to your prior correspondence and always use both your first and last names.
• Answer e-mail messages promptly.
• Be polite and observe proper manners.
• Be friendly but not too familiar. Adopt a professional, yet cordial writing style.
• Don’t arbitrarily copy or forward messages without knowing they will be welcome

A Few More Outlook Email Tips:

Forwarding – Don’t forward everything you get, unless it is information you requested specifically…face it if it was someone spamming you, they likely spammed me too. I often wind up with 5 or 6 of the same message…a message I never wanted in the first place.

Email CC – Only CC (carbon copy) email if it is really necessary, with the glut of email in most inboxes don’t be a part of the problem.

Email BCC – Blind Carbon Copy which is a way to invisibly include a recipient you may not want the primary reader to be aware of. There are great times to use this but use discretion. An implied private communication should remain such.

Reply to All – Just like CC this is misused way too often. Is your response vital information for each of the recipients? If not, just leave them off.

Rules and Filters – Outlook and many other email programs allow you to sort incoming mail into folders based on who is sending it, whom it was sent to and what the subject is. Set these up and learn to use them. I average around 200 emails a day, of this amount around 140 are trashed automatically and another 30 are sorted to folders for storage and possible later retrieval; leaving a workable 30 to actually read.