Latest online poll results:
Yes – 80%
No – 20%
First, I would like to convey my thanks to everyone who responded with comments this week – obviously this issue struck a chord with lots of you, and there was some very thoughtful, heartfelt feedback!
It is, naturally, a fact of living and working in the 21st century across cities, states, countries and time zones, that email communication has become a toll of communication that cannot be avoided.
And, as with all forms of communication, email is not an all-encompassing evil. Sometimes it is the best and most efficient way to convey information. However, when it is used to ask simple questions when it would be faster to pick up a phone, or when people hide behind it, or when they copy in huge contact lists of irrelevant people, it becomes silly and annoying.
I loved the anecdote shared by one poll respondent: “In my office, the IT lines went down for two days. Suddenly there were people at my door wanting to chat, and I had numerous marvellous conversations on how to do things better. People were walking around the corridors, having a laugh at the photocopier, and the whole atmosphere in the building lifted. Now with the IT lines restored, I sit in a silent space, no one chats, and even the colleague right next to me sends me an email with a simple question. Bring back the conversations!”
As another respondent said: “there is no substitute for having a conversation to stimulate ideas and creativity.”
Indeed. Getting everyone around the table, brainstorming, sharing ideas, laughing, asking questions, listening to each other, is unarguably more stimulating and fun than a series of silent, staid emails.
But, a single email sent to all participants afterwards listing the main discussion points and action items is, equally, an efficient and effective way to convey the ideas generated and itemise the next steps for everyone involved to take.
Email is also an excellent way to keep a record of an important exchange between colleagues, or between yourself and a client: “In the workplace, I prefer to communicate via email. I like that I have information in writing (both from what I have sent and received from clients) to refer back to.” Further: “Emails should be used as a confirmation of a conversation, and not as the main form of communication.”
However, there are some situations where an actual conversation, either face-to-face or via telephone, is supremely preferable to an email exchange. “Too many people rely on emails to issue orders, bad news and to address employee issues. Excessive email usage kills the art of spoken communication and removes the opportunity for someone to respond to a certain situation.”
No one enjoys difficult conversations, such as performance managing someone. We all have a client or contact we loathe speaking with. It is always so tempting to simply shoot off an email. But, of course, these are precisely the situations where a conversation is the best approach.
How many times have you changed the tenor of what you will say next because of the reaction to your last statement?
Would a problem with a customer be handled more quickly if the customer’s response was immediate? The nuance of the spoken voice includes information you would miss with electronic communication.
Some organisations have initiated “no-email Fridays” and encourage people to pick up the phone for a conversation on any day of the week or to see others in person. These organisations report they soon experienced better problem-solving, better teamwork, and happier customers.
I also found it interesting and somehow reassuring that listed amongst the dozens of titles in our new range of online skills tests is one that assesses Office Telephone Etiquette: “The focus of this assessment is on evaluating a test taker’s communication skills along with their ability to recognise proper telephone etiquette and the best way to handle calls.”
What do you think? Leave your comments below or, of you feel moved to do so, please give me a call!
Our new poll is live! Tell us: Does your manager really care what you think and is their door really ‘open’? Results published in next week’s ChallengeBlog …
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Penny Robertshawe writes and manages our blog. Penny recently joined the Challenge Consulting team after taking over from Jenna Baril in June 2015. Penny’s background is in writing, editing and designing learning. Over the years, she has written for websites, magazines, professional journals and for the vocational education sector.
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