Technology is a double-edged sword when applied to business communication. In most respects, it has greatly enhanced our ability to communicate efficiency and productivity. Personal secretaries have long been replaced by email, instant messaging, video conferencing, file sharing, and so forth. The digital revolution was mainly responsible for the latest surge in economic productivity due to the sole fact that our capacity to communicate with each other has increased exponentially.
More information than ever can be shared instantly. Remote collaboration is not only possible but expected as a business norm. We have become gluttons of information.
But amid all of that feasting, it’s easy to become lazy. We have taken our convenient communication tools for granted. We have prioritized speed and efficiency over clarity and effectiveness.
Clear communication requires going beyond the easy option. Anybody can blast off emails all day. But is that always the best form of communication?
Usually not. Clear communication requires attention to detail and discipline. It requires effort.
One phrase that will be familiar to those who work in manufacturing is going to the gemba or the shop floor. It’s a Japanese lean manufacturing term used in the context of problem-solving.
Problems are best analyzed when the people responsible for solving them go to the site of the problem and see with their own eyes what’s actually going on. Whenever possible, bring people to the source of the issue and have a conversation regarding what to do while observing the phenomenon for yourself.
Use more pictures and fewer words. Engage all 5 senses. I could describe what an elephant looks like or I could show you a picture. I could write a poem about how the scent of a rose makes you feel or I could bring you to a greenhouse and let you try it for yourself.
Which approach do you think is more effective?
When immediate follow up is required, speak face to face with colleagues. If that’s not possible, pick up the phone and call before you send an email.
Never cease to find ways to clarify your communication.
Avoid using acronyms. Acronyms are the epitome of abstraction. Elon Musk once argued elegantly against acronyms in an email to his employees with the subject line: Acronyms Seriously Suck.
Go focus on getting the real work done. Show people what you’re doing. Write reports only when absolutely necessary. Clear communication is vital to the productivity of any organization. Be proactive about finding ways to simplify and clarify whenever possible.
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