This week I was given the same message in three different formats and asked to analyze my understanding of and reaction to the message based on the mode of delivery. The message was as follows.
Hi Mark,
I know you have been busy and possibly in that all day meeting today, but I really need an ETA on the missing report. Because your report contains data I need to finish my report, I might miss my own deadline if I don't get your report soon. Please let me know when you think you can get your report sent over to me, or even if you can send the data I need in a separate email.
I really appreciate your help.
Jane
Text Only
When I first read the email, I automatically assumed that Jane and Mark were co-workers. If any hierarchy exists between the two, then Jane is the subordinate. Her tone in the email is almost apologetic. If she had any authority instead of explaining why she needs Mark's overdue data ("I might miss my own deadline"), she would have placed more emphasis on him missing his own deadline. Also, Jane mentions that Mark is "helping" her, but really Mark is slacking at work and needs to get his information to Jane ASAP. But, despite Jane's apologetic tone, this email is a paper trail that Jane could use to prove that Mark is to blame for her own work being late. If I were Mark, I'd worry about who Jane copied on the email and I'd be sure to respond in a timely manner.
The major flaw I see with the email is that it's not organized well. She rambles a bit about another meeting that Mark may/may not be involved in. Dr. Stolovitch, in his video program Communicating with Stakeholders, says that written communications should begin with a clear purpose. Jane's email starts with casual small talk. She doesn't end with clear action items for Mark. She doesn't break her information into separate sections.
Audio Only
When I heard the audio version of this message, I sensed urgency in Jane. If I were Mark and got this voice message, I'd still respond quickly. Jane took the time to call me and her voice sounded concerned. I'd be less worried about a paper trail that could be used to point the blame in my direction.
In Person
Upon watching the video of Jane, she seems polite and apologetic. The actress is smiling, however, which makes me think that she's not as concerned as her voice mail and email made me believe. The informality of the drop-in request makes me think that she's being cautious about her deadline, but isn't overly worried. As Dr. Stolovitch points out in his video "Communicating with Stakeholders," tonality and body language are important elements in communicating in person. If her body language was less relaxed, perhaps her message would be better received.
Analysis
If you had asked me which form of communication was the most effective before this experiment, I would have said that in person communication. Body language, I thought, was the most important element to effective communication. But what works best in my personal life isn't always the most effective for a project. Written communication allows for easy documentation between parties, thus avoiding ambiguity.Jane's face-to-face drop-in meeting with Mark seems to meet Portny et al's qualifications for an "informal meeting" (2008, p. 357). In fact, if I were Jane I'd take Portny's advice and follow-up this in person meeting by confirming, "in writing the important information that was shared" (2008, p. 357). Dr. Stolovitch agrees that oral communication should always be documented. So even if Jane's personal meeting was powerful and dynamic.
Though the email wasn't wonderfully organized or clearly worded, it was still a better means of communication in this instance.
Resources
Multimedia Program: "The Art of Effective Communication"Portny, S., Mantel, S., Meredith, J., Shafer, S., Sutton, M., & Kramer, B. (2008). Project management: Planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley and Sons, Inc.
Video Program: "Communicating with Stakeholders"
I appreciate the efficiency of electronic communication but feel face to face is most effective. Too many people take the easy way out and try and do everything via e-mail and in a lot of cases consume more time on both sides of the equation than they would have by simply picking up the phone or going to see the person (Martin, 2007). I often find that when I look the other person in the eyes and ask them something I get far more than I ever would over e-mail (Martin, 2007). I totally agree with author Chuck Martin on both of these points. I think that the majority of people shy away from confrontations. This has led to a decline in face to face communication skills. I think that Jane did not know how or was not comfortable confronting Mark face to face about the missing report/data contributed to the passive nature of her request.
ReplyDeleteReference
Martin,C. (2007, March 06). The Importance of Face-to-Face Communication at Work. Retrieved from http://www.cio.com/article/29898/The_Importance_of_Face_to_Face_Communication_at_Work?page=1&taxonomyId=3154
Hi Lindsay,
ReplyDeleteI am still torn between which form of communication is most effective. I can see why most people would say the face-to-face communication would be the best. However, as I have learned lately in my new administrative role, if it's not in writing, it didn't happen. That is the motto I go by on a daily basis. If Jane was trying to be nice and give Mark the benefit of the doubt, then the face-to-face would work for her. But if she is struggling with getting Mark to be more punctual, then I would most definitely go with the electronic form of communication.
I also read the resource that Ruth posted above by Whalen (2006), and I liked how he broke it down into two types of communication, checklist and convincing. It would depend on Jane's intention with contacting Mark before we could determine which type of communication this was. I believe she was trying to use checklist communication, however ineffective it was.
Whalen, J. (2006). Effective communication: Its not about you. The Professional Communication Toolkit. Thousand Oaks, CA: Sage Publications. Retrieved from http://www.sagepub.com/upm-data/13593_Chapter1.pdf
In my opinion, face to face communication is the best method to communicate. It offers more benefits than its counter parts. The biggest benefit is that you have the luxury of examining the mannerisms as well as vocal tones of the person(s) delivering the message. However, digital communication can also be beneficial in the sense that a “paper” trail can be generated and the paper trail can be reviewed several times and accessed almost anywhere and at any time. In this particular scenario it is very possible that Jane was not comfortable confronting mark in a face to face manner. Or it may not have been feasible to do so. In any case, a follow up message delivered in person may have reinforced her original message and eliminated any confusion.
ReplyDeleteGreat post!