The lesson, it seems, is that no communication is effective if the recipient does not understand what you are saying.
During a recent conversation with several colleagues, a GIS consultant asked the group, "What does ’TY’ mean? Our marketing director responds to all of my e-mail with ’TY’." The architect in the group responded, "It means ’Thank you’." The Microsoft manager quizzed the group, "That one is easy; the one I get all the time is ’AFAIK’. I have no idea what that means." Before anyone could even speak the words, the architect had Googled AFAIK to learn that it means "as far as I know." The lesson, it seems, is that no communication is effective if the recipient does not understand what you are saying.
Certainly the information age has created communication technologies—such as e-mail, as well as instant and text messaging—that are supposed to make us more productive. However, as the pendulum swings the other way, as reported on last month by Ben Worthen in the Wall Street Journal, these tools become a productivity drain. In fact, the recently founded Information Overload Research Group—comprised of a dozen companies and academic institutions—will meet for the first time this month. The group’s mission: to reduce the "information pollution" that is taking over e-mail inboxes, as well as, to win back worker productivity.
Noting that the quality, as well as the quantity, of e-mail correspondence is imperative in today’s business climate, there are steps you can take to be certain that you are communicating effectively using e-mail.
According to Laura Stack, the president of The Productivity Pro, Inc.—an international consulting firm that specializes in productivity improvement in high-stress organizations—there are certain professional standards expected for e-mail use. The following are her suggestions to keep in mind regarding professional e-mail conduct:
1. Be informal, not sloppy. Your e-mail message reflects you and your company, so traditional spelling, grammar, and punctuation rules apply.
2. Keep messages brief and to the point. Concentrate on one subject per message whenever possible.
3. Use the blind copy and courtesy copy appropriately. Don’t use BCC to keep others from seeing who you copied; it shows confidence when you directly CC anyone receiving a copy. Be cautious with your use of CC; overuse simply clutters inboxes. Copy only people who are directly involved.
4. Don’t use e-mail as an excuse to avoid personal contact. Don’t forget the value of face-to-face or even voice-to-voice communication. Don’t use e-mail to avoid an uncomfortable situation or to cover up a mistake.
5. Remember that e-mail isn’t private. E-mail is considered company property and can be retrieved, examined, and used in a court of law. Never put in an e-mail message anything that you wouldn’t put on a postcard.
6. Use a signature that includes contact information. To ensure that people know who you are, include your mailing address, Web site, and phone numbers.
7. Summarize long discussions. Instead of continuing to forward a message string, take a minute to summarize it for your reader. You could even highlight or quote the relevant passage, then include your response.
8. Be sparing with group e-mail.
9. Use the subject field to indicate content and purpose.
10. Don’t send chain letters, virus warnings, or junk mail.
Speaking of effective communication, Richard G. Weingardt, P.E., has tirelessly, and effectively contributed his column, "The View from Here," to Structural Engineer since the magazine’s inception in February 2000. This month marks his 100th column! Please join me in thanking him for his dedication to the profession and for the impact he is making for all structural engineers. He can be reached directly via e-mail at rweingardt@gostructural.com.
Certainly the information age has created communication technologies—such as e-mail, as well as instant and text messaging—that are supposed to make us more productive. However, as the pendulum swings the other way, as reported on last month by Ben Worthen in the Wall Street Journal, these tools become a productivity drain. In fact, the recently founded Information Overload Research Group—comprised of a dozen companies and academic institutions—will meet for the first time this month. The group’s mission: to reduce the "information pollution" that is taking over e-mail inboxes, as well as, to win back worker productivity.
Noting that the quality, as well as the quantity, of e-mail correspondence is imperative in today’s business climate, there are steps you can take to be certain that you are communicating effectively using e-mail.
According to Laura Stack, the president of The Productivity Pro, Inc.—an international consulting firm that specializes in productivity improvement in high-stress organizations—there are certain professional standards expected for e-mail use. The following are her suggestions to keep in mind regarding professional e-mail conduct:
1. Be informal, not sloppy. Your e-mail message reflects you and your company, so traditional spelling, grammar, and punctuation rules apply.
2. Keep messages brief and to the point. Concentrate on one subject per message whenever possible.
3. Use the blind copy and courtesy copy appropriately. Don’t use BCC to keep others from seeing who you copied; it shows confidence when you directly CC anyone receiving a copy. Be cautious with your use of CC; overuse simply clutters inboxes. Copy only people who are directly involved.
4. Don’t use e-mail as an excuse to avoid personal contact. Don’t forget the value of face-to-face or even voice-to-voice communication. Don’t use e-mail to avoid an uncomfortable situation or to cover up a mistake.
5. Remember that e-mail isn’t private. E-mail is considered company property and can be retrieved, examined, and used in a court of law. Never put in an e-mail message anything that you wouldn’t put on a postcard.
6. Use a signature that includes contact information. To ensure that people know who you are, include your mailing address, Web site, and phone numbers.
7. Summarize long discussions. Instead of continuing to forward a message string, take a minute to summarize it for your reader. You could even highlight or quote the relevant passage, then include your response.
8. Be sparing with group e-mail.
9. Use the subject field to indicate content and purpose.
10. Don’t send chain letters, virus warnings, or junk mail.
Speaking of effective communication, Richard G. Weingardt, P.E., has tirelessly, and effectively contributed his column, "The View from Here," to Structural Engineer since the magazine’s inception in February 2000. This month marks his 100th column! Please join me in thanking him for his dedication to the profession and for the impact he is making for all structural engineers. He can be reached directly via e-mail at rweingardt@gostructural.com.