The art of communication - managing digital communication

The art of communication - Managing digital communication

Anoop JohnCTO, Zyxware

The art of communication

Wikipedia: Communication

Communication is the activity of conveying information through the exchange of ideas, feelings, intentions, attitudes, expectations, perceptions or commands, as by speech, non-verbal gestures, writings, behavior and possibly by other means such as electromagnetic, chemical or physical phenomena. It is the meaningful exchange of information between two or more participants (machines, organisms or their parts).


Define: CommunicationMerriam Websters: the act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone elseCambridge Dictionary: the exchange of information and the expression of feeling that can result in understandingFarlex Free Dictionary: The exchange of thoughts, messages, or information, as by speech, signals, writing, or behavior.


Pieces involved

The information - ideas, feelings, intentions, attitudes, expectations, perceptions or commandsThe senderThe message - encoded information in the form of speech, non-verbal gestures, writings, behavior and possibly by other means such as electromagnetic, chemical or physical phenomenaThe receiver The information decoded from the message


Types of MessagingVerbal

EmailProject management systemDocumentationVoice chat / Phone callVideo chatPersonal meeting

Non-verbalExpressionsBehaviorsActions


Goals of Business CommunicationUnderstanding by the receiverGetting the receiver to act as requiredGetting the receiver to respond as requiredBuilding a relationship with the receiverHaving the receiver build a favorable impression about the sender and the sender's organizationGet the receiver to trust the senderGetting things done


Aspects to considerCompleteConciseConcreteClarityConsiderateCourteousCorrect

Ref: http://www.slideshare.net/kamranqamar/business-communication-effective-business-communication-chapter-2


Email communicationProper subject linesProper formatProper referencesClearly specify actions to be taken by the receiverThink about unwritten aspects being conveyedEnsure proper sense is being conveyedAddress the seven aspectsRead from the perspective of the receiverRead couple of times before sending


Titles / SubjectsClear, short and complete

Eg:ABC-project: Request for meeting about requirements on 2014-09-24Resize thumbnail image in article teaser

Avoid duplicationEnsure that context / issue is clear


Sample EmailSub: ABC-project: Request for meeting on 2014-09-24 around requirements for new work

Dear Name,

Thank you for sending over the requirements document. I have reviewed the document and I have some questions about the billing integration. I would like to request for a skype meeting with you on 2014-09-24 at 5:30PM IST. Please confirm if the time is good for you.

Thanks

Anoop John

Sr. Engineer


Date and TimeUse YYYY-MM-DD format in all communicationUse hyphens instead of / or . - more readableMention time zones when specifying time

2014-09-26 1:00PM IST


Timing of messagingBe prompt in replyingWhen a message requires an action do not wait for the action to be completed to send a reply. Reply an acknowledgement with plan & schedule of action, Reply again once action is completedWhen timelines are not going to be met communicate ahead of timeNever surprise anybody, surprises are only for birthdays and anniversaries. Keep everybody updated with the progress and status of things


Following up on communicationDo not assume that the receiver will remember / plan everything and get things done like you have requestedFollow up courteously Follow up until the action gets takenFall through to other channels of communication when one channel does not yield results / actions


Tracker communicationProper titles for issuesClear definition of issue, task, bugDocumentation of actual work doneDocumentation of cause of problem and fix implementedDocumentation of referencesCommunicate a sense of professionalism and build trust in the client


Communication through documentationThorough and comprehensivesClear and concreteStructure and formatCommunicate a sense of professionalismConvey a sense of dependability


Think about unwritten messagesStyle of writing

Just clear cache to fix the issue impolite←

Sense of confidenceI will get back to you on Monday with an answer

Sense of dependabilityWe have started working on the issue you have reported. We will fix this and get back to you.

Polite and courteousCan you please let me know if you are going to be available on Monday 18th for a meeting


Think about unwritten messagesSense of capability

Being clear, complete and concrete conveys a sense of capability

A concern for the other partyI understand that the second feature is more critical to the business and I am prioritizing that


Tone of communicationAssertiveDefensiveAggressivePassive & don't careConfident & in controlNegativePositive


Implying through unwritten messagesI will get back to you on Monday - Don't come back to me asking for updates before thatWe are looking into this - We don't know what has happenedWe had pointed out the possibility of this happening and had suggested measures to prevent this - You did not follow our instructions or do what we had recommendedAs communicated earlier / documented - You are not reading the documentation / notes


Oneness with the clientThink from the perspective of the clientAvoid you, your teamUse us, we, our project, this project, the onsite team, the offshore team etc. Use this, the instead of yourA clear understanding of the client businessConvey a sense that you are re-aligning whenever required with the client at your own call


Dependability and trustworthinessAlways take initiative in taking up responsibilitiesIf you know that something has to be done proactively communicate it to the client than wait for instructionsDo not surpriseCommunicate clearly when there are changes in plans or changes in expectationsConfirm understanding on both sides, do not assume


Training through communicationUse opportunities to train the client to align with the processes expectations.Communicate up front when expectations are not met or client does not align with processesWhen systems fail because of mismatched expectations or non-compliance refer to earlier communication and factually assert and connect failures to lack of compliance or mismatched expectations


Final notesUnderstand difference between intention of sender, message and understanding of the receiverBe sensitive about the 7 aspectsPlan your communicationStand in the receivers shoesCritically evaluate everythingRe-read everything


Thank you

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The art of communication - managing digital communication