Dear Cheryl: An Unheard Over-Communicator asks...

Dear Cheryl,I get the feeling no one is reading my emails, and I often don't get the responses I need from managers. Recently, one manager told me that my messages are too convoluted and that I share too much information. How is that possible? I thought communication was important? Isn't it true that you can't have too much communication? That same manager will be angry if she doesn't know something important that I was trying to tell her. How can I improve my communication and reduce it at the same time? I'm confused and frustrated. 

Sincerely,Unheard Over-Communicator

Dear Unheard,

Over and under communication are different problems with the same result - information is not getting through the noise. One key way to think about your communications is to ask yourself: Is this an update, a request, or a finding?

I haven't included an Inform category, or Raise Awareness, or Share Information. I haven’t forgotten them, but if you’re being effective, 80% of your outgoing business communication, especially email, will be an update, a request, or a finding. These categories present information in an actionable, useful form. Sharing information that is not an update, a request or a finding tends to provide little value and has the potential to clog up people’s information space.

Update: 

Reporting changes to something your audience cares about

Purpose: To make sure your audience understands the implications of any changes to what they consider important

NOT the Purpose: explaining what’s going on or what’s been done

Some problems you may encounter when giving updates:

·         People think they know what you’re going to say, so they hear what they expect.

·         People don’t remember what you are updating them about or the previous status

·         People think they understand the situation and may not comprehend that they need to actively change their underlying, preconceived notions

·         People get what you’re saying but don’t manage to change all their affected pathways, so they keep remnant expectations.

·         People mistake your Update for a Finding or Request, and get so upset they don’t know what you’re telling them

Request: 

Asking for a responsive action

Purpose: To get your audience to agree that an action needs to be taken

NOT the Purpose: Asking for something

Some problems you may encounter when making requests:

·         People can smell a request a mile away and will be on guard, suspicious

·         Before you ever get to your ask, people will be guessing what it is and evaluating it while you talk or while they read, instead of listening or comprehending

·         People will weigh your request first against your credibility, not your evidence

·         People will pre-decide based on what they already believe and your preamble or explanation can’t touch those beliefs

·         People mostly hear what supports the decision they prefer to make

Finding: 

Reporting the outcome of an action

Purpose: To communicate a completion and the implication to the things your audience cares about 

NOT the purpose: To report the finding.

Some problems you may encounter when reporting findings:

·         They may think this is an update and fail to initiate appropriate action.

·         They may be upset about the finding and unable to digest the evidence.

·         They may not comprehend that no further answer or information will be forthcoming from this track, especially if the outcome is unsatisfactory or unclear.

·         They may not trigger changes to other, related areas of understanding

Understanding the purpose of your communication and limiting yourself to that purpose, keeping in mind how you might address common listening problems in your audience, will help you be more effective in work communications and get the results that communication promises.

Here are a few other tips:

1) Use bullets to itemize lists, rather than listing them in sentences

2) Use bold fonts in email to highlight actions or questions requiring answers

3) Summarize important facts into a list at the start and end of an email - specifically, actions, dates and questions that need answers

4) Provide a time request such as, please provide your feedback to (specific question) by (specific date) for inclusion. 

5) Include a "negative" response request, such as, we will assume you are satisfied with (specific decision or information) if we haven't heard back from you by (specific date). In this case, include the date in the subject line - response required by August 3rd. 

6) Use a separate email for each request, update or finding - keep your messages short and only cover one topic. 

7) Don't use email when a conversation is needed

8) Identify your purpose in the subject line: Update, Finding or Request. For example, your email subject could read: Update - Project A, Goal 9. Or, Finding - Project A, Research Area 1. 

There's lots more to try, but these are a good set to start with. Best of luck, and let me know what works for you!

Cheryl