Last week I discussed interpreting electronic body language. Decoding electronic body language well is the mirror image of being sensitive to the messages we write. Let’s look at some important, but often overlooked, principles of clear electronic communication. Here are six key principles to consider:
1. Different from verbal communications
Everyone knows that e-mail and texting are different from conversations, but often people don’t change their communication patterns accordingly.
For example, people cannot modify content of a message based on the real-time visible reaction of the other party as in face-to-face conversations. Instead, all information is presented at once without feedback.
Misunderstandings or hurt feelings are common. No matter how sensitive you try to be, the reader may interpret your comments as being insensitive.
2. Electronic documents are permanent documents
Once the “send” button is pushed, you can’t take it back, and you normally lose all control over who views your words. The permanent nature of notes is often forgotten in everyday interactions, but the implications are serious.
Consider the difference between verbal praise and praise via email. When praise is given vocally, the impact is reduced over time as people tend to forget. When praise is given via email, the recipient is likely to read it many times and even print it out to show others at home. The benefit is amplified.
Unfortunately, the more lasting impact also occurs on the negative side. A verbal reprimand is an unhappy event for anyone, but time often mitigates the pain. A reprimand in a text or email tends to endure and even feel worse with time. It will be read many times, and may be forwarded to others.
3. Understand the objective
Before you write a note, consider what are you trying to accomplish. Make sure when you proofread a note that it will achieve your goal.
Most people who annoy or anger others in notes don’t have that intention. You can eliminate problems if you clarify your objective.
4. Less is more in electronic communication
Short notes are more likely to be read and understood. A note must be opened, read, and internalized by the reader to have any value.
People who write long, detailed, and technically perfect notes are frequently ignored by others due to the volume of information. Have they communicated or just annoyed?
5. Set the tone
Your tone is established in the first sentence, or in the case of an email in the subject line. A poor start means the reader is likely to reject much of the content or become defensive. Notes that start with the right tone are more effective.
6. Write when you are yourself
Avoid sending messages that are written when you are angry or not yourself. At these times, you are not the person you want to portray to the world.
These points seem obvious, but they are often ignored. With the proper mindset and attention to detail, you can easily make major improvements to your electronic communications.
Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 600 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763
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