Project managers are responsible for communicating project plans and status to an extensive cohort of stakeholders from top-level executives’ to functional employees, clients, and various other observer roles (Portny et al, 2008). Additionally, Portny et al explain the importance of selecting appropriate methods of communications based upon the message content and intended audience. This post presents an analysis and synthesis of examining the same message delivered in three different modalities, textual by email, aural by voicemail, and interpersonal face-to-face over a cubicle wall.
Communicating by email is a legitimate method of making a request; however, of the three approaches observed, email implies the least sense of urgency. Furthermore, the request was somewhat ambiguous about the desired response being the report ETA, the actual report, or the data. In addition, I sensed a respectful yet accusing tone in the email message. An advantage of the email was the ability to reread the message multiple times however it is also easy to get lost or elicit to wrong response like an ETA of “I’m working on it.”
The voicemail message conveys a higher measure of urgency and, for me; the voice tones were not accusatory or demanding. While in the example it was easy to replay the voicemail several times, that is less likely in an actual situation. Overall, the message appeared more sincere but it was nevertheless difficult to interpret the desired outcome. Conversely, the face-to-face experience was hard to ignore, the message was sincere, and the desired outcome was clear even though the actual script was identical to the email and voicemail messages.
Budrovich and Achong (Laureate Education, 2010) describe personal examples of utilizing different communications strategies for various situations and stakeholders. Portny et al (2008) explains the different needs for verbal and written communications as well as formal and informal communications. Towers Watson found that “Effective employee communication is a leading indicator of financial performance and a driver of employee engagement” (2010, p. 2). Email serves as an informal communication method but has the advantage of a written record of the exchange. Voicemail is also an informal form of communications that provides tones of expression, which personalizes and enriches the message. However, both email and voicemail lack the advantage of feedback and interaction. The face-to-face interaction is also informal but offers the best opportunity for a clear exchange of the intended message. Effective communications requires a mixture of different communication strategies including informal and formal along with written and verbal.
References
Laureate Education, Inc. (2010). [Video]. "Practitioner Voices: Strategies for Working with Stakeholders"
Portny, S. E., Mantel, S. J., Meredith, J. R., Shafer, S. M., Sutton, M. M., & Kramer, B. E. (2008). Project management: Planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley & Sons, Inc.
Dan,
ReplyDeleteI also felt that the email was ambiguous and did not convey a sense of urgency. The email did not seem accusatory to me; an example of how people are always going to perceive a written message in various ways. Written communication should always begin with a clear purpose (Stolovitch, 2012), something Jane should have kept in mind.
The report by Towers Watson that you located is intriguing. High-performing companies document communication plans and develop tools to measure success (Towers Watson, 2010). It is my experience that not enough time is out aside for communication which can lead to problems.
Stolovitch, H. (Performer) (2012). Communicating with Stakeholders. [Video Podcast]. Retrieved from https://class.waldenu.edu/webapps/portal/frameset.jsp?tab_tab_group_id=_2_1&url=%2Fwebapps%2Fblackboard%2Fexecute%2Flauncher%3Ftype%3DCourse%26id%3D_1373694_1%26url%3D
Towers Watson. (2010). Capitalizing on effective communication: How courage, innovation and discipline drive business results in challenging times. Retrieved September 20, 2012 from https://www.yammer.com/wp-content/uploads/2012/04/NA-2009-14890.pdf
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ReplyDeleteHi Dan,
ReplyDeleteI enjoyed reading your blog posting this week about effective communication. It is so true that effective communication requires a mixture of different modalities. This helps to effectively get the message across to others who are receiving it. I also enjoyed reviewing the Towers Watson report that you located and shared. The sentence that really struck my attention is the "At a Glance" section on page 2 of the report. As Towers Watson (2010) states in the report, "To best position themselves to succeed in an uncertain future, employers need internal communication programs that are courageous, innovative and disciplined" (Towers Watson, p. 2, 2010). I wonder how many organizations are using internal communication programs that are inspiring their employees in these tough times.
References
Towers Watson. (2010). Capitalizing on effective communication: How courage, innovation and discipline drive business results in challenging times. Retrieved September 21, 2012 from https://www.yammer.com/wp-content/uploads/2012/04/NA-2009-14890.pdf