Appropriate Communication

"Communication is the key to success"

We all have heard this before and – probably – believe in it too. In the age of information overload, however, communication can itself become a problem. A lot has been written and said on how to communicate. I won’t bother you with my rant on that. I just want to reflect on the appropriateness of the method used in any communication.

So, what are the methods of communication anyway?

Business communication revolves around the following communication methods:

1. Face-to-Face Talk
2. Telephone Call
3. Instant Message
4. SMS
5. Email
6. Letter

Face-to-Face Talk: Use this method when the matter is urgent or grave. This method results in an immediate response but is intrusive. Use it carefully. For example, when informing management about a project delay or when terminating an employee. Removing access to the office building without first informing the employee is not an effective communication method.

Telephone Call: Use this method when face-to-face talk isn’t possible or when the matter is urgent but not grave. While less intrusive than a face-to-face talk (receiver can choose not to take the call), it also results in an immediate response (if your call goes through, that is). For example, when cancelling an important meeting or when calling in sick (see SMS for more on calling in sick).

Instant Messaging (IM): Use this method for quick, short, and informal communication. For example, when asking a colleague if they are ready for lunch.

SMS: This method is losing its importance in the corporate world because of BlackBerries (meaning free instant messages and cheaper telephone calls). This method is used for all the same reasons when IM is used but when IM isn’t an option. Note: Don’t call in sick by sending an SMS to a friend so they can inform your boss. That’s inappropriate.

Email: This method is probably the most abused method in the history of communication. Use it carefully. Don’t treat it like an IM or a face-to-face talk (meaning neither they should be shrt msg tht r hrd 2 undrstnd nor in long comprehensive stories that demand considerable time of the reader).This method must not be used when immediate response is needed, even if the receiver has a BlackBerry device. Unless it is absolutely urgent and important, never write an email and then call to check if your email has been read.

Letter: While you might think letters are non-existent these days, they in fact aren’t. Use this method for all communication that requires royal formality, documentation, and is not time bound. For example, when writing to a government official or when serving a legal notice.

All methods, except the first two, are asynchronous. You must not expect to get a reply immediately, even if you know the message has been delivered and read.

Irrespective of the method used, always think before you communicate. Failing to communicate appropriately will result in a failure.

I think it’s about time that we rephrase the original quote.

"Appropriate communication is the key to success"