General Communication Guidelines

Here is a general communication guideline. 

Together, we all can learn, adapt, and get better at this.  Most of these points here are generally known to all of us, but we often overlook implementing them and thus a good idea to review, and perhaps review again periodically. I am happy to also get on a call to discuss this if needed.

 

Basic Writing

 

A few basic things to bear in mind when writing any document, email, or any form of communication whether it is internal or external:

• Be precise, but clear in your writing. Avoid long-winded sentences but don’t over abridge the essence of the document. Always spell check and grammar check your writing, as spell check alone is insufficient. 
• Avoid using Weasel Words in your communication.  The internet has additional examples of what these are but avoid using these in written communication.  In essence, don’t use words that are “vague”.
• Try to apply the Oxford Comma technique in all your writing.  This is not mandatory but is considered a better writing technique.
• Please read the following article, Amazon Writing Style, to better understand how Amazon (and now several other large companies) follow these simple techniques to make written communication more effective.  Much of it is already followed by many of us, but we can adapt further.

 

Email Communication

• TO: Address it to only those few who need to act
• CC: Copy only those few who should know about the actions and will need this information
• Subject: Make this effective and meaningful by adding words like “URGENT", "ESCALATION", "ATTENTION", "ACTION NEEDED", only if required
• The body of the email should follow the Basic Writing criteria mentioned above.
•  Emails do get forwarded, sometimes in error, and thus be cognizant of how it may appear when read out of context.
• If you are requested to respond to an email, please do so within 24 hours.  Sometimes, this may not be possible, but try to adhere to this policy as a professional courtesy.  As a rule of thumb, a 24-hour response turnaround period should be followed. 
• If the emails are generating unnecessary traffic, take the conversation offline to TEAMs, or simply schedule a call.  It is unwise and counterproductive to continue to foster undesired email traffic via emails.
• Use the “Standard Signature” in all emails sent via computer, tablet, or smartphone.  When sending emails via tablet or smartphone, always the MS Outlook App and not native phone applications.

 

Calendar Invitations & Scheduling

•  Invite people judiciously, and not randomly.
• Have an agenda or some details about the topic(s) of the desired meeting in the body of the invitation.
• Always have your calendars updated, including “Travel” times, dates, time-offs, etc.  It is impossible to manage a business without accurate information, including scheduling.
• When invited, please Accept, Decline, or suggest changes within 24 hours of receipt of the invitation.
• Avoid reschedules unless it is critical.  Constant rescheduling reflects how we operate as a company and thus need to curtail it as far as possible.

 

Status Reports & Escalations

 

This is an area where there is a greater opportunity to improve for us as a team.  Most of the status reports (4-square, or otherwise) that I have seen don’t convey any specific messages.  Here is what is most helpful in a status report:

 

• What is the Issue?  How will you fix it, or propose it should be fixed?  Who should work on it, besides yourself?  When will it get done or have a meaningful update?
• Be timely in escalating issues, as delays in reporting or escalating issues tend to worsen the impact.
• Always have a suggested action, along with the issue.  Just escalating an issue does not help solve the problem, and since you are closest to the issue, you should be able to always provide a suggested action.
• Always have dates when reporting issues, as having a plan with no dates is meaningless. 

 

The simple formula above will make all the difference when discussing Observations, Risks, Issues, and Blockers with internal and external stakeholders.  In our status reports, please ensure that the messages are well-fleshed out and not cryptic.  Imagine that status reports are to be read by people who don’t know you or don’t have enough information about the project(s) you are working on.

 

To sum it all up, this is a learned behavior and there is no expectation that we all will comply 100% seamlessly all at once, but we all need to get on the path to start following principles of better writing and more effective communication.  Please let me know if you have any questions at all.  Thank you!