Thursday, July 15, 2010

Ensuring the Use of Effective Written Communication in the Workplace

Written communication comprises a significant percentage of communication in today’s workplace. Although emails, BlackBerry messages and instant messaging can certainly expedite and simplify communication to large groups, there are risks that come with this type of mass media. I have seen countless cases where written communication is misunderstood by an employee and subsequent issues created negative financial or customer impact. Remember, there is a tremendous advantage to being able to analyze the body language and facial expressions of your audience; therefore it is important for leaders to choose their method of communication wisely.

EMAIL
Email is one of the most commonly used methods of communication in today’s workplace. It is a quick and easy way to share information, ask a question, schedule a meeting, etc. Unfortunately, many leaders have begun to use email as a replacement for verbal communication. These days it seems so much easier to just crank out a quick email rather than getting off our butts to go and have an actual discussion with one of our employees. We would rather send a written notification instead of actually picking up the phone to have a human interaction with a co-worker. Are we unknowingly trying to avoid developing relationships in the workplace? Do we just believe the written word saves time, or perhaps we have just become that lazy? No matter what we attribute it to, overusing email in the workplace is downright discourteous and can be extremely detrimental to the work environment.

There is tremendous upside to email when it is used in an effective manner. Emails are appropriate for large scale company communication, especially related to policies, procedures, programs, etc. It can also be very effective in businesses that operate 24/7, where leaders are scheduled on various shifts. But even under these circumstances, follow-up discussions are critical to ensure your team members have a solid understanding of the information contained in the email.

Email becomes an issue when it is used as a substitution for true interpersonal communication. Sitting in your office and sending an email to your team who sits twenty five feet from your door is just plain silly. If you must send a mass communication or forward important information on to your team, at least have the decency to follow-up with some face-to-face interaction where you can check for understanding. If you team is does not reside in your location, then pick up the phone and have a follow-up discussion.

Leaders need to set strong expectations for their employees that all communication, both verbal and written, is expected to be kept professional at all times. It is a good idea to periodically review your company’s electronic media policies with your employees. There are several concerning scenarios related to company email that I have seen reoccurring in the workplace. Leaders must realize that these situations can create significant risk for your employee and the organization:

The Cowards Favorite Weapon- I have seen far too many situations where leaders use email to blast their employees when they are angry over an alleged issue. Unfortunately, more often than not, they don’t have all the facts before they launch into an all out written attack of the unsuspecting employee. This type of behavior is completely disrespectful and inappropriate in any work environment. The absolute last thing that email should be used for is taking a whack at an employee. In keeping with the running theme of creating a respectful work environment, leaders need to have a verbal discussion with the employee to gain an understanding of all the facts before attempting to take any type of corrective action. If the facts demonstrate that an issue exists and needs to be addressed, then the leader should sit down with the employee and take proper corrective action. Employees at any level of an organization that are being subjected to this type of disrespectful treatment should escalate the behavior to a member of their leadership or HR team.

Look Before You Click- We have all heard the horror stories of an employee crafting a snarky email but inadvertently sending it to the person they are talking about. The situation is even worse when the employee accidentally sends it to their boss. Employees need to continually be reminded of the expectation that they are responsible for contributing to an environment of positive and respectful communication. The more frequent the message, the better your chances for avoiding issues.

• It is No Joking Matter- Although most employees are aware of their company’s electronic media policy, forwarding inappropriate emails to others inside and outside the company seems to be a common issue in workplace these days. Emails containing profanity, jokes and/ or pictures of a sexual or racial nature violate most company’s policies related to respect, harassment or discrimination. As the leader of the team, you must escalate any issues that you become aware of.

• The Phantom Emailer- I have been involved in several cases where employees have gone to a co-workers desk and sent an inappropriate email to a fellow co-worker, all under the guise of a joke. Unfortunately, the employee who receives the email often times does not understand it is a joke and escalates the issue. Employees must understand that all emails containing inappropriate content (typically of a sexual or racial nature) violate company policy and are typically dealt with in a swift and strict manner.

• Welcome to Subpoena Land- It is not uncommon to hear stories in the news about company emails surfacing during an investigation that corroborate the allegations. Employees need to be aware that everything they send in an email can be easily accessed and subpoenaed in any type of legal matter affecting the company.

BLACKBERRY MESSAGING/INSTANT MESSAGING
This type of communication is effective for asking a quick question of a colleague or providing a quick update on the status of a situation. Unfortunately, it is becoming more common for entire work conversations to take place through this medium. As with email communication, it is important not to overuse this type of communication or allow it to become a substitute for verbal communication. It is also important to remember that with all types of written communication, your company can, and will monitor your activities. Some companies even flag all correspondence that contains any words and/or references that appear to be of an inappropriate nature. Disciplinary action can occur when too many offenses begin to stack up.

SUMMARY
As the supervisor/manager of a team, it is critical that you set a strong standard of conduct for your employees. First and foremost, you must lead by example and ensure that your written communication is consistently prepared in a professional and respectful manner. Frequently remind your team of the importance of complying with corporate policies related to all electronic media, and address any issues that arise which detract from the culture you are working to create. Your efforts will result in a more effective and cohesive work team.

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