The same, exact message in three distinct forms. It’s pretty amazing how the exact same words can be delivered in three different tones through three different mediums. I reacted completely differently from one modality to the next, and it’s strange to feel such different sensations about the same message in different formats in such a short period of time. Here’s what I thought:
• Email: I personally preferred the email modality of the request, and email is really the form of communication I use most in my job. The formality of the email, being in written form, seems to drive home the urgency of the request more effectively. The email is very well written, which I also prefer, and gives a couple of suggestions as to how Jane’s request can be fulfilled. The written email is respectful of Mark’s time (“I know you’ve been busy;” “I really appreciate your help.”), and explains exactly what is needed and why. Plus, the request is documented and a communication stream can be preserved, in writing, between Mark and Jane. If Mark emails back stating that Jane will have the report by 3pm, a written record of that promise is created and Jane has something to hold Mark to, or show management as explanation for her late report if Mark backs out on his promise.
• Voicemail: I found this the worst modality of the three. The tone of voice on the recording was flippant and whiney, and, depending on office size, if Jane wants to talk to Mark regarding the ETA of the report, why call and not just stop by his cube? Also, speaking from personal experience, it’s very easy to ignore voicemails. Just a quick delete of the message and it’s out of mind.
• Face-to-face: I appreciated this modality as well; not quite as much as email, but pretty close. Jane shows commitment to the request by physically stopping by Mark’s cube. The face-to-face method also gives a chance for instant feedback to be given by Mark: “Sure Jane, I’ll have that report to you by 3pm.” By having the face-to-face, Jane puts Mark on the spot a little bit, but is able to get a quick answer. After the face-to-face, to further cement the request, Jane can follow up with Mark with a quick email to confirm the delivery time. As stated several times in this week’s video media, always document the information communications (Laureate Education, 2010)!
When working with team members in the future on projects, I really will keep phone communication to a last resort. With so much opportunity for distance face-to-face with Skype and other video conferencing technologies, phone calls/conference calls are becoming obsolete. The video media this week also classified which communication methods should be used as an reflection of the importance of the information being shared: “Important communication is best delivered with all team members present (Laureate Education, 2010),” so in-person or video conferencing is best in these situations. For follow-ups, informal communications, or clarifications, email works best to detail conversations and document these conversations in writing.
Reference:
Laureate Education. (2010). Video media presentation retrieved November 17, 2010, from http://sylvan.live.ecollege.com/ec/crs/default.learn?CourseID=4603377&Survey=1&47=5918289&ClientNodeID=984650&coursenav=1&bhcp=1.
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Jason,
ReplyDeleteI also found that the voice mail delivery of the message to be whiny and unprofessional. In fact, it left a bad feeling regarding following through with her request. The difference between the other two modalities was a matter of choosing traceable professionalism (email) or a more personable approach (face-to-face).
Jason,
ReplyDeleteCuriously, I didn't find the voicemail message noticeably whiny -- though now that I've gone back and listened again, I can kind of see how it might be perceived that way.
In any case, I agree that each of the three modes affected me quite differently; and I would have been likeliest to give priority attention to the email message, simply because it impressed me with the greatest sense of urgency. In addition, as you noted, sending a request by email leaves a communication trail. (Though, of course, that's probably not really needed, given how much we all just love to document everything anyway...)
As for phone calls becoming obsolete -- I kind of thought that was just me. Although one can miss important indirect information with text communication, various online face-to-face options let one see facial expressions and hear voice intonations. I would suggest, however, that email communication between people who know each other probably loses less than email between comparative strangers.
My opinions varied somewhat different than yours. The truth is everyone is different and we all communicate somewhat differently. In a project the best thing to do is to ask each other the best ways to reach them especially in an urgent situation. Most people who are working together want to be notified if something is needed because no one wants to hold up progress. I do agree that with Skype and Video Conferencing face to face would be best. People I think are more apt to attend to the need more quickly than by phone or an email. Then again it depends how press for time the individual is too! Great Post... Jason
ReplyDeleteHappy Thanksgiving!!
Great points, and thanks for the follow up, all. I like your point, Darla, about simlpy asking team members which communication methods they prefer. What a great thing to do in that first meeting when all other team goals, preferences, and responsiblities are being set. Obviously, there may be enough of a discrepancy that all requests could not be honored, but at least a concensus could be reached by the group as to the preferred and "official" communication method. Here at Walden, it's email (because of the trail it leaves), but I would never know that without being informed of that preference early on.
ReplyDeleteJason